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Event Management

Parent Process Reference Framework:  ITIL

Life Cycle:  Service Operation

Event Management

Event is defined as the detectable occurrence of a change of state and has significance for the management of the IT Infrastructure or the delivery of IT service. 

Events are typically created by IT Services, Configuration Item (CI), or the monitoring tools. In ITIL events are managed dedicatedly by the Event Management process. 

The primary objective of ITIL Event Management Process is to ensure that the Configuration Items (CIs) and services are constantly monitored. 

This process aims to filter and categorize Events so that appropriate actions can be taken if required. 

The Purpose and scope of Event Management are: 

  • Detect & investigate any change of state that has significance for the management of a CI or IT services. 
  • Provide a means for early detection of incidents 
  • Decide the appropriate actions for events, and ensure these are communicated to the appropriate functions. 
  • Provide the trigger, or entry point, for the execution of many service management activities. 
  • Provide a mechanism to compare actual operating performance against design standards and SLAs. 
  • Provide a basis for service assurance, reporting and service improvement. 

Skills

There is no specific skills mentioned in SFIA for Event Management.  A broader skill IT Infrastructure implicitly covers Event Management

https://www.sfia-online.org/en/framework/sfia-7/skills/service-management/service-operation/it-operations 

Training

ITIL Foundations training

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