ITIL® 2011 Edition OSA: Introduction to Event Management

Overview/Description
It's essential that you know the status of all components in your IT infrastructure at any given time. Monitoring all events that occur can provide you with invaluable data to help your organization identify and isolate not only problems that are happening, but areas that require improvement before troubles exist. This course provides an introduction to Event Management, including its goals and scope, and how Event Management processes interact with other processes in the ITIL® Service Lifecycle. The course also covers the specific components of Event Management including triggers and interfaces, and the detailed steps of Event Management. Finally, the course explores the key performance indicators, challenges and risks of Event Management, and the specific areas to consider when designing it. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a registered trade mark of the Cabinet Office.

Target Audience
Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® Intermediate qualification Operational Support and Analysis certificate, a high-profile and highly regarded IT business certification.

Prerequisites
ITIL Foundation Certificate in IT Service Management

Expected Duration (hours)
3.5

Lesson Objectives

ITIL® 2011 Edition OSA: Introduction to Event Management

explain the purpose of Event Management

outline the scope of Event Management

identify the advantages of Event Management to business

distinguish between types of events

identify what determines event types

recognize the purpose, scope, and business value of Event Management

recognize examples of different types of event

recognize how the Event Management process works

identify examples of triggers

identify processes with which Event Management interfaces

identify key information required in Event Management

distinguish between the activities in the Event Management process

recognize components and key data required in Event Management

explain the approach to service measurement in Event Management

outline how to build a Service Measurement Framework for Event Management

explain what service measures should be defined in Event Management

specify the metrics used to measure the Event Management process

recognize how to meet the key challenges to effective Event Management

specify key factors when designing instrumentation for Event Management

recognize the functions of error messaging and thresholds in Event Management design

identify the requirements for effective event detection and alert mechanisms in Event Management design

determine risks faced by Event Management

design Event Management

determine Event Management objectives and policies

analyze how Event Management contributes to efficient services

analyze a design for Event Management