How Do I Get into Event Management?

The event management process is a core process in IT service management. Increasing the timeliness of event management and returning to the attributes of event management itself can improve the quality of IT services and effectively change the phenomenon of heavy development and light transportation and maintenance that is common in Chinese enterprises. The service-oriented ITIL concept creates value for the enterprise through effective IT service management.

Incident Management Process

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The event management process is a core process in IT service management. Increasing the timeliness of event management and returning to the attributes of event management itself can improve the quality of IT services and effectively change the phenomenon of heavy development and light transportation and maintenance that is common in Chinese enterprises. The service-oriented ITIL concept creates value for the enterprise through effective IT service management.

Chinese name

Incident Management Process

Content one

Management steps

Content two

related software

Course

IT Service Management

The event management process is roughly as follows: When an event is entered, the event must first be checked and located. When you check an incident, you need to constantly interact with it, determine its scope of impact and urgency, and conduct a preliminary classification assessment. The service desk (ServiceDesk) is the only entrance to the event. After receiving the event, the operator handles it by consulting the CMDB (Configuration Management Database).

1. Identification and recording of incidents

The service desk records some basic information identifying the customer, such as name, work place, phone number, etc., while the event management records detailed event information, such as when the event occurred, services affected by the event, and so on. The purpose of this is to facilitate the confirmation of the impact of the incident. The problem management can use this information to find the cause of the incident and closely track the progress of the incident.

First, when a user, service desk staff, or other IT department personnel finds or a system detects an event in a system, it reports it to the service desk, and the service desk enters basic information into the event database and reports it to the event management staff. Usually all incidents are reported to the help desk, and then entered by the help desk staff into the incident database. The service support team is not allowed to record incidents directly.

Second, the event manager assigns a unique number to the event (event number), records some basic event analysis information (time, symptoms, location, user, affected service, hardware, etc.), and supplements other event information (with the user Interactive information and configuration management database.

Once again, the event management staff judges whether such events are the same as or similar to existing events based on the information provided by the service desk and the event database information. If there is, update the event information or establish a subordinate record of the original event and modify the original event if necessary Impact and priority, if not, create a new event record. Finally, incident management needs to judge whether the incident is serious. If it is serious, report it to management and inform the user about the situation before taking further action. If it is not serious, go directly to the next step of preliminary classification and support of the incident.

2. Preliminary classification and initial support

After the first step of event identification and recording, the event information that can be obtained from the user has been basically obtained, and the event management database has been updated based on this information. The next step is the initial classification and initial support of the event. The emphasis here is preliminary, in order to be able to resume the normal work of the user as quickly as possible, and try to avoid or reduce the impact of the incident on the quality of IT services.

The purpose of classification is to discover the cause of an event so that it can act accordingly. Generally speaking, many incidents occur repeatedly. Therefore, when an incident occurs again, it is only necessary to take action based on the existing experience and measures: When a new incident occurs, there will be one with its problems and well-known The process of error (knowledge base) matching. If the matching is successful, it can be resolved directly with the existing solution without further investigation, otherwise the other steps mentioned below must be continued.

If the service desk fails to resolve the incident, it will forward the incident to the second- and third-line support for processing, and then be responsible for recording the incident and contacting each support team to take necessary measures to ensure user satisfaction. If you encounter an incident that has not happened before or the incident resolution process is very complicated, you must investigate and analyze the incident.

3. Incident investigation and analysis

When the incident is not satisfactorily resolved in the first and second stages, the expert support team should intervene in the process and investigate and analyze it.

Once the incident is assigned to a support team, they should complete the following tasks: confirm receiving incident processing tasks, and specify the relevant date and time to ensure the normal update of the event status and historical information, and timely notify the customer of the latest progress of the incident through the service desk, explaining the incident Current status; Provide expedited workarounds to service desks and customers as quickly as possible; review incidents with reference to well-known errors, problems, solutions, planned changes, and knowledge bases; if necessary, ask the service desk to agree to agreements Service level, re-evaluate incident impact and priority, and adjust them if necessary; record all relevant information, including solutions, new or modified classifications; update all relevant incidents, time spent, and The results of the processing are fed back to the service desk to have them terminate such events.

4. Incident Resolution and Recovery Services

After analyzing and investigating the incident, the support team resolves the incident and resumes service based on the updated incident information, proposed equity measures and solutions, and related change requests, while updating the incident information

5. Event Termination

After the incident is resolved and the service is restored, the incident reaches the termination phase. The input of this stage is the updated event record and the resolved event from the previous stage. The action taken is to confirm with the customer whether the event resolution is successful. The output result is the updated event information and event record. After the incident is resolved, the help desk should ensure the following: information about the actions used to resolve the incident is accurate and understandable; categorize the incident according to the root cause of the incident; the client agrees to the implementation of the incident solution and plan and Final result; record all relevant information in the event control phase in detail, such as whether the customer is satisfied and satisfied, how long it took to process the event, and the date and time when the event ended.

For companies of different sizes, the required event management processes are also different. For a small or medium-sized enterprise, there are only a few IT personnel. At this time, there is no need for a very complicated event processing process, and only the basic process of "request-assignment-processing-confirmation" can be implemented. For a large enterprise or professional IT service company, it is necessary to set up a special IT service acceptance and supervision agency, a multi-level IT technical support team, and a more complex and complete event tracking process to adapt to it.

With URTracker for event management, you will be able to:

Design and implement the process that best suits your situation based on your organization's size and staffing.

Provides a unified IT department interface for users. Users can know the progress and processing of events in a timely manner.

Through the "status realization" and "timer" functions of URTracker, control the response time and processing time requirements of different levels of events or problems at each processing step. Automatically notify or escalate assignments when timeouts expire.

Support for submitting incidents to a group (such as an IT support staff group), the appropriate person in the group can pick up and process the incident.

The event processing experience summary is summarized into knowledge base articles for users to learn, thereby reducing the occurrence of similar events and the corresponding number of service requests.

Statistically analyze the frequency and distribution of various problems and take more effective maintenance measures to reduce accidents.