Let's start by providing the ITIL definitions for an 'Event' and 'Event Management': Event - A change of state that has significance for the management of a Configuration Item or IT Service. Event Management - The…

The ITIL definitions for an 'Event' and 'Event Management':   Event - A change of state that has significance for the management of a Configuration Item or IT Service.   Event Management - The process responsible for managing Events throughout their lifecycle.  …

Define   1. Review Service Level Agreement(s) and Service Catalogue(s) - Working with the Business Relationship Manager and Business representatives determine the mission critical services and components. In addition consider the implications of security breaches and also software virus attacks.   2. Identify IT Service Continuity…

One of the ITILnews community have sent in the following question:   "When monitoring both the components and services, duplicate events can potentially be generated for the same fault - one for the component and one for the service. What is the best practice approach to…

Introduction   When it comes to computer systems, regardless of their size, two things are inevitable.   Firstly, as time goes on, they will need upgrading. As hardware becomes faster and memory becomes cheaper, the software houses are spending large amounts of time and money to…

Incident Management is responsible for handling all incidents.  These are classed as faults, bugs, failures or issues that have been reported by users / customers either via telephoning a Service Desk, self logging through an intranet portal or by monitoring tools.   The definition of an…

This is probably the most common ITIL discipline utilised throughout Organisations regardless of the level of ITIL maturity.  The goal of ITIL Incident Management is to restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring that the best achievable levels of availability and…

As ITIL has evolved over the years it has become apparent that certain activities that are undertaken do not benefit from following the well documented ITIL Change Management process every time. In fact if this was the case then ITIL would simply be dismissed as bureaucratic.…

By Hank Marquis, www.itsmsolutions.com   The IT Infrastructure Library (ITIL) refers to Service or Systems Outage Analysis (SOA) as a method to improve availability. Unfortunately, the ITIL does not indicate how one actually performs SOA! This article explains the benefits of SOA, and gives you a 7-step guide…

The objective of ITIL Problem Management is to minimise the adverse effect of Incidents and Problems caused by errors within the IT Infrastructure, and to prevent recurrence of Incidents, Problems and Errors.   The main reasons for adopting ITIL Problem Management are: …