RMS Services • Market leaders in resource management solutions throughout Europe • Thornbury, Bristol

RMS Services ITIL Event Management

The purpose of Event Management is to monitor all events that occur through the IT infrastructure to allow for normal operation and also to detect and escalate exception conditions.

The goal of Event Management is to detect events, make sense of them and determine the appropriate control action. This may include automating routine activities or creating incidents.

The RMS solution supports Event Management by:

• Capturing information from existing deployed monitoring products. A range of standard product interfaces for the ‘best of breed’ management products are included
• Interrogating and correlating information from a number of source to report a complete view to the Service Management operation as an incident
• Comprehensive policy based filtering to ensure that only required events are notified as incidents
• Capturing availability and capacity information directly from the infrastructure with its own monitoring tools
• Automating recovery actions in response to specific types of event, to speed resolution time
• Automatically routing incidents to the correct team based on the nature of the event
• Updating of incidents with additional information, or raising priority or closing them as the situation changes
• Capturing performance information, such as the time to log in or to perform a test transaction
• Logging minor events as closed incidents to build a history that might help in future problem solving
• Sending emails and SMS messages against a duty rota to personnel for major events, with full details of the event, to facilitate out of hours management