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The ITIL definitions for an 'Event' and 'Event Management':
Event - A change of state that has significance for the management of a Configuration Item or IT Service.
Event Management - The process responsible for managing Events throughout their lifecycle.
Service Desk
The Service Desk is typically not involved in Event Management, unless an event requires some response that is within their scope, for example notifying a user that a report is ready.
The investigation and resolution of events that have been identified as being incidents will be undertaken by the Service Desk and escalated as required to the appropriate Service Operation team(s).
The Service Desk is responsible for communicating information about these type of incidents to Technical and / or Application Management team(s) and where appropriate the user.
2010-12-03 by "cbuckmaster"
When monitoring both components and services, duplicate events can potentially be generated for the same fault - one for the component and one for the service. What is the best practice approach to this situation? Do we have both events create an incident and relate the component incident to the 'parent' service incident or just create a component incident, or just create a service incident?
Replies to the post above;
2010-12-13
In my experience, one needs to examine the value of raising two incidents in relation to one incident. A full answer has been posted to this - here.
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