ITSM Wiki - ITIL® Event Management

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Event Management

Best Practice according to ITIL^® and ISO 20000

Event Management monitors the Configuration Items permanently to detect conspicuous system conditions and trigger corrective activities in time if necessary.

Event Management is in the classic lifecycle-view part of Service Operation.

In ITIL^® 4 Event Management is part of Service Management Practices - Monitoring and Event Management Practice

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Processes of Event Management in detail

Process in the ITSM Process Library		Expected process result

Organization of Event Management		Setup and maintenance of systems and guidelines for event recognition
Event Monitoring		Recognition and filtering of those events that require activities, and introduction of necessary activities thereof
Event Tracking and Closure		Check of activities to events for effectivity and trend analysis

Monitoring and Event Management Practice in ITIL^®4

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Main information flows and interfaces of Event Management

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(Documents within information flows only visible in our reading access to the ITSM Process Library)

Responsible roles

IT Operations Manager

Performance indicators

KPIs of Event Management

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