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Main article: Event management ITIL An event may indicate that something is not functioning correctly, leading to an incident being logged. Events may also indicate normal activity, or a need for routine intervention such as changing a tape.
Event management depends on monitoring, but it is different. Event management generates and detects notifications, while monitoring checks the status of components even when no events are occurring. Events may be detected by a CI sending a message, or by a management tool polling the CI. After an event has been detected it may lead to an Incident, Problem or Change, or it may simply be logged in case the information is needed.
Response to an event may be automated or may require manual intervention. If actions are needed then a trigger, such as an SMS message or an incident being automatically logged, can alert support staff. Main article: Incident management ITSM Incident management aims to restore normal service operation as quickly as possible and minimize the adverse effect on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.
An incident is defined as: An unplanned interruption to an IT service or a reduction in the quality of an IT service. Failure of a configuration item that has not yet impacted service is also an incident. For example, failure of one disk from a mirror set. ITIL Version 2: An event which is not part of the standard operation of a service and which causes or may cause disruption to or a reduction in the quality of services and customer productivity.
The objective of incident management is to restore normal operations as quickly as possible with the least possible impact on either the business or the user, at a cost-effective price. The transformation between event-to-incident is the critical junction where Application Performance Management APM and ITIL come together to provide tangible value back to the business.
The term "standard change" means pre-approved, repeatable, pre-defined, low risk changes. If the change does not meet these criteria then it is not a standard change and should be defined as a request for change. Main article: Problem management Problem management aims to resolve the root causes of incidents and thus to minimize the adverse impact of incidents caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors.
The CCTA Central Computer and Telecommunications Agency defines problems and known errors as follows: A problem is a condition often identified as a result of multiple incidents that exhibit common symptoms. Problems can also be identified from a single significant incident, indicative of a single error, for which the cause is unknown, but for which the impact is significant. A known error is a condition identified by successful diagnosis of the root cause of a problem, and the subsequent development of a work-around.
Problem management differs from incident management. Problem management aims primarily to find and resolve the root cause of a problem and thus prevent further incidents; the purpose of incident management is to return the service to normal level as soon as possible, with smallest possible business impact. The problem-management process reduces the number and severity of incidents and problems on the business, and documents the details of the problem and resolution to be available for the first-line and second-line of the help desk.
The proactive process identifies and resolves problems before incidents occur. Such processes include: Trend analysis Targeting support action Providing information to the organization The error control process iteratively diagnoses known errors until they are eliminated by the successful implementation of a change under the control of the Change Management process. The problem control process aims to handle problems in an efficient way. Problem control identifies the root cause of incidents and reports it to the service desk.
Other activities are: Problem identification and recording.
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Main article: Event management ITIL An event may indicate that something is not functioning correctly, leading to an incident being logged. Events may also indicate normal activity, or a need for routine intervention such as changing a tape. Event management depends on monitoring, but it is different. Event management generates and detects notifications, while monitoring checks the status of components even when no events are occurring.
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