Event Management Process

An event is a change of state that has significance for the management of a configuration item or IT service.

Whenever an Event is generated by system that means something or the either not functioning correctly, Which may lead to an incident, generally there are 3 type of Event are generated

  1)    Information

  This refers to an event that does not require any action and does not represent an exception.

  They are typically stored in the system or service log files and kept for a predetermined period.

  Examples of informational events include:

     A)  A device has come online

     B) A transaction is completed successfully

  2)    Warning

  A warning is an event that is generated when a service or device is approaching a threshold.

  Warnings are intended to notify the appropriate person, process or tool so that the situation can    

  be checked and appropriate action taken to avoid an exception.

  Examples of warning events are:

   A) Memory utilisation on a server is currently at 65% and increasing. 

       If it reaches 75%, response times will be Unacceptably long and the Operational Level

       Agreement for that department will be breached.

   B) The collision rate on a network has increased by 15% in a short period of time 

       (which is defined, i.e. an hour).

  3)    Warning

  An exception means that a service or device is currently operating abnormally. Typically this  

  Means that an Operational Level Agreement or Service Level Agreement has been breached 

  and the business has been impacted. 

  Exceptions could represent a total failure, impaired functionality or degraded performance.

   Examples of exception events include:

   A)   A server is down

   B)  Response time of a standard transaction across the network has slowed to more than 15 seconds