Event Management Policy
ITIL® 2011 Service Operation Process and Policy Pack v2 ©CertiKit ITIL is a registered trade mark of AXELOS Limited
Event Management Policy
Implementation guidance The header page and this section, up to and including Disclaimer, must be removed from the final version of the document. For more details on replacing the logo, yellow highlighted text and certain generic terms, see the Completion Instructions document.
Purpose of this document This document sets out the organization’s policy with respect to event management.
Areas of the ITIL® Framework addressed The following areas of the ITIL Framework are addressed by this document: •
Service Operation: Event Management
General guidance This policy document may be used to set out the organization’s overall attitude to event management and clarify the principles that should be followed. The implementation of event management will be significantly affected by the technical tools available and their degree of flexibility and potential for integration. The point of this document is to take a higher-level view which sets the goals to be achieved, either using existing tools or as input to a selection exercise for new ones.
Review frequency We would recommend that this document is reviewed annually.
Document fields This document may contain fields which need to be updated with your own information, including a field for Organization Name that is linked to the custom document property “Organization Name”. To update this field (and any others that may exist in this document):
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1. Update the custom document property “Organization Name” by clicking File > Info > Properties > Advanced Properties > Custom > Organization Name. 2. Press Ctrl A on the keyboard to select all text in the document (or use Select, Select All via the Editing header on the Home tab). 3. Press F9 on the keyboard to update all fields. 4. When prompted, choose the option to just update TOC page numbers. If you wish to permanently convert the fields in this document to text, for instance, so that they are no longer updateable, you will need to click into each occurrence of the field and press Ctrl Shift F9. If you would like to make all fields in the document visible, go to File > Options > Advanced > Show document content > Field shading and set this to “Always”. This can be useful to check you have updated all fields correctly. Further detail on the above procedure can be found in the toolkit Completion Instructions. This document also contains guidance on working with the toolkit documents with an Apple Mac, and in Google Docs/Sheets.
Copyright notice Except for any specifically identified third-party works included, this document has been authored by CertiKit, and is ©CertiKit except as stated below. CertiKit is a company registered in England and Wales with company number 6432088.
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Contents 1
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Introduction ............................................................................................................... 8 1.1
Vision statement.......................................................................................................... 8
1.2
Purpose ....................................................................................................................... 8
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Scope .......................................................................................................................... 8
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Governance and review ............................................................................................... 9
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Policy compliance ........................................................................................................ 9
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Related documents ...................................................................................................... 9
Policy statements ..................................................................................................... 10
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1 Introduction 1.1 Vision statement The vision of [Service Provider] in the area of service management is as follows: [Insert the vision statement defined as part of service strategy] This policy forms a key part of the realisation of that vision.
1.2 Purpose The purpose of this policy document is to set out the expectations and intentions of the management of [Organization Name] in the area of event management. This policy will inform and shape the processes, procedures, organizational structure and resourcing that are applied in support of effective event management. Event management has the potential to warn the delivery organization of impending incidents and in ideal circumstances to fix them before service to the user is impacted. This makes it a key tool in the continuous effort to provide high availability of IT services and one which should be designed and implemented carefully. This policy seeks to establish the fundamental building blocks for the integration of event management within our business so that early warning of incidents can be firmly established within our support infrastructure.
1.3 Scope The scope of this policy is defined according to the following parameters: • • • •
Organizational o [List organizations and parts of those organizations covered] Geographical o [List locations from which events will originate and be managed] Services o [Define the services covered by the policy] Technical o [If necessary, cover the technology that may give rise to events covered by this policy]
This policy covers all events recorded by [Service Provider] in support of the customers and users of services defined in the service catalogue.
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The following areas are specifically excluded from this policy: [Describe any areas that need to be clearly stated as outside the scope]
1.4 Governance and review This policy has been defined by the Chief Information Officer with input from stakeholders and approved by the ICT Steering Group. It will be reviewed on an annual basis and any amendments will be ratified by the ICT Steering Group prior to publication.
1.5 Policy compliance Whilst success against some aspects of this policy will depend upon the resources, systems and processes put in place by management, compliance with this policy is largely mandatory for all employees of [Organization Name]. Where appropriate and at management discretion, instances of non-compliance may be subject to formal disciplinary action in accordance with organizational HR procedures.
1.6 Related documents The following documents are relevant to this policy and should be read in conjunction with it: •
Event Management Process
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2 Policy statements [Organization Name] policy with respect to the management of events is as follows: • • • • • • • • • • • •
The approach taken to event management should be to ensure that business critical services and service components are addressed first and to a sufficient degree of detail to ensure their availability Event management will attempt to detect potential service outages before they occur and prompt appropriate action to be taken so that they are avoided, so maximizing service continuity The management of events should be centralized as far as possible so that consistency can be achieved in their processing Events should be classified as informational, warning or exception and processed according to their classification Events that require action to be taken will be logged as incidents and handled according to the incident management process A common format will be adopted for event messages to indicate their classification, descriptive text and to facilitate automated processing Event messages created outside of standard support hours will be forwarded to the appropriate on call resource and in line with IT resourcing policy Responses to events will be automated where possible to reduce the need for human intervention and minimize support requirements and cost All events will be logged and retained in accordance with the relevant record retention policy Where possible, appropriate responses to events should be defined in advance and documented. This documentation should be available to support staff at all appropriate times, including out of hours Appropriate filtering should be put in place as close to the source of event generation as possible so that events that do not require attention are suppressed and do not use up network capacity Where practical, a single event processing engine will be used which is integrated with the incident management system
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