Generally, organizations look at implementing ITIL because they want to improve IT service levels, save money, find efficiencies or enhance customer service. But, ITIL has dozens of best practices and finding a place to start can be overwhelming.
Read moreThe ITIL® event management process defines three event types: informational, warning and exception. In this post, I will discuss the different event types and give real-world examples of each.
Read moreWhen setting up an event management process, it is very important that a service provider is able to answer the following six questions. Failure to effectively answer these questions often results in an event management process that does more harm than good.
Read moreA strong event management process that is able to detect changes of state throughout an organization’s IT environment is a key aspect of a complete suite of service management processes. Event management ultimately helps an organization maintain control through an understanding of the state of things, and how the state of those things changes in an IT environment.
Read moreEvent management, although theoretically different, is fundamentally what most IT organizations refer to as “monitoring.” Monitoring an organization’s environment to determine whether important assets are in the state they should be, and knowing when that state changes, is a very important activity that many organizations spend significant portions of their budget doing.
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