ITIL v3 Event Management Best Practices

Agenda
ITIL & Event Management

Event Management Challenges

Event Management Best Practices

Summary

ITIL v2, ITIL v3 and Event Management

ITIL v2

ITIL v3

Event Management is new in ITIL v3 but can be implemented with ITIL v2 also

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Service Operation & Event Management

Service Operation module is responsible for the activities and processes required to deliver and manage services at agreed levels Business services actually deliver value to the business only in this stage

Event Management plays a significant role in ensuring the operational health of IT services

Types of Events Informational events Exception events Incidents

Event Management Roles Service Desk IT Operations Application Management

Monitoring

Event Management
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Event Management challenges

User Reported Incidents - Ensure that the right events are being generated by monitoring tools

Too many events Implement strategies for Event correlation

Manual & time-consuming tasks - Identify routine manual tasks that can be automated

Are the right events being generated?

% of Incidents Generated by Users % of Incidents generated by Monitoring Tools

Why are 34% Incidents being reported by Users? Why is monitoring not generating these events?

Do we have enough monitoring?

Identify CIs that are not monitored

Establish baselines & Reconfigure thresholds

Buy additional tools to add monitoring capability

Ensure that the right events are being generated

Manageable Events before Event Management!

Event Correlation techniques
Eliminate Duplicate events Dependency correlation Root Cause Analysis
Real Events requiring action
Dependen cies Duplicates

Root Cause

Run Book Automation

Automation

Filter false alarms

Manual tasks

Identify Root cause

Events requiring Human action

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Event Management Automation

Sample Scenario Automate manual task Weekly scheduled task Check for Free Disk space on a server If < 20GB, free up space by deleting temp files If delete fails log a ticket to SD If delete successful confirm free space again If >20GB send a note to server ops team
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Automation Reducing Incidents

Sample Scenario Filter false alarms Server down event from monitoring tool Ping Server If failed try connecting to a web app on the server, if that fails too then log an Incident to SD If ping success, try other troubleshooting tasks like DNS lookup and traceroute to determine why ping failed in the first case

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Conventional IT Organization - NOC vs. Service Desk

What caused the Service disruption?

Separate teams with separate tools

Critical events may be missed leading to Service disruption

Events sent directly to operations via email

Events sent directly to app mgmt via email

Service Desk missing visibility into critical events that caused the disruption. The million dollar question - Is it the Network, the Server or the Application ?

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ITIL v3 Best practice Operations Bridge

Preventive tasks routine operations

Exceptions Unusual activity

Incidents Disruption of Service

Operations Bridge
"A physical location where IT Services and IT Infrastructure are monitored and managed."

Service Desk(tool) as the Operations Bridge All actionable IT events and Incidents are logged in Service Desk Reduced Incidents due to high quality event management Basis for identifying automation opportunities

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Service Desk as Operations Bridge

Critical & Warning events are logged to Service Desk Incidents & Service Requests are already logged

Service Desk acts as the Operations Bridge IT operations, Application Management & Service Desk teams work together

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Info for current (and future )ManageEngine customers

Event Management Feature / Best Practice Incident Analysis Report Monitoring Scope -Network, Server, VMware, VoIP -Applications and Databases Event Correlation Techniques Root Cause Analysis Run Book Automation Operations Bridge ManageEngine Product Service Desk Plus

-OpManager -Applications Manager OpManager Applications Manager - OpManager (due in the new release) Service Desk Plus

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Summary

Optimum monitoring scope to ensure that the right events are generated

Implement Event correlation strategies to filter events

Use automation to reduce manual tasks and false alerts

Consider using your Service Desk as an Operations Bridge

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Questions?

Product Demos Email eval@manageengine.com

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