ITIL® v3 Event Management - A Look at the Theory (from the Real World)

Monday 14th September 2009

With the advent of ITIL® V3, Event Management (EM) has become one of the core Service Management processes.  Previously, it already was a long established part of our technical management of infrastructure and is probably more familiar in other forms, for example: monitoring, dashboards, event logs, and systems management tools.

This presentation will provide a detailed look at the ITIL® approach to Event Management and some of the decisions required to understand and create an EM process that harnesses the potential benefits of monitoring for IT Service Management. Recognising that it may be new material to many ITSM professionals, an overview of EM forms a substantial part of the main topics:

EM hidden history
- The extent to which you may already know EM (Monitoring)
- The Basics of EM according to ITIL®

Models for EM – where it fits within the Lifecycle
- Two perspectives: Operations led and Design led

Strategy and Planning
- Thinking strategically about EM Models
- Applying Service Strategy & Service Design
- Example Cases

Developing your EM Process

About the Presenter:

Brenda L. Peery is an IT Service Management Architect, developing and implementing strategies for effective IT Services & Programmes with business and IT leaders in demanding environments. Her interest in the way Event and Systems Management ties into and supports other layers of IT organisations is rooted in career experience. Brenda is an independent consultant, ITIL® Expert, ITIL® V3 instructor, Prince2 and MSP Practitioner, and is also currently assisting APMG on the development of ITIL® qualifications.

Presentation (PDF)