Question about event and incident

[wilbertotero]

Hi, I have a question and this is:

If Incident is an event which disrupts or which could disrupt a service why Incident is not manages like another topic inside the event management process.

Thanks.

[UKVIKING]

Wilbertotero

Event mgmt is a subset of Incident Mgmt not the other way round

In car terms

Event mgmt - is the red light that appears on your dashboard when your engine overheats
Event mgmt is also allof the little warning you see about your car.
EM tells about things that may be of interest

like .. your door is ajar.

Incident is the engine overheating
Incident mgmt is dealing with the engine overheating and getting the engine back to normal temperature
incident process is the actions taken to do so
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[wilbertotero]

Are you sure?, because in the Service Operation show you the way how is manage an event and is contrary.

[LINK REMOVED]

And an incident is called a event which disrupt. That is I understand. I would like to clarify this.

[wilbertotero]

[UKVIKING]

Wilber

1 - do not post links. ITILADMIN. remove the link please

I had a brief view of the flow chart.. Did it come from ITIL book or what

ITIL Definitions

From the ITIL Glossary - that is available free

2 - I have posted the definitions from the ITIL Glossary for the differences between event and incident

Please note that events may occur that do not impact the service that is provided. But, they may still be necessary to do things - as noted in the definition.

Using my car analogy, the car has an alert system to signify events that are brought to your attention. You get a blinkinglight that your water is low. This does not result in an incident where your car overheats, but it is something that you should deal with in order to clear the event.

Event mgmt can be described in one breathe as reacting to the monitoring tools and the tools only. Beep. do something. beep beep do something else. beep beep ep. do something .. no need it stopped.

Incidents are events that happen and the service is impacted - not providing the same level of service as before the incident.

Event - (Service Operation) - A change of state which has significance for the management of a Configuration Item or IT Service. The term Event is also used to mean an Alert or notification created by any IT Service, Configuration Item or Monitoring tool. Events typically require IT Operations personnel to take actions, and often lead to Incidents being logged.

Event Management- (Service Operation) - The Process responsible for managing Events throughout their Lifecycle. Event Management is one of the main Activities of IT Operations.

Incident - (Service Operation) - An unplanned interruption to an IT Service or a reduction in the Quality of an IT Service. Failure of a Configuration Item that has not yet impacted Service is also an Incident. For example Failure of one disk from a mirror set.

Incident Management - (Service Operation) -The Process responsible for managing the Lifecycle of all Incidents. The primary Objective of Incident Management is to return the IT Service to Users as quickly as possible.


Also, is this a question because you are studying for an exam or a work related / oriented question
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[wilbertotero]

HI UKVIKING, the picture is in the event management process in the service operation book and in that book they show like incident is cataloged like a unpredicted event that affect the service o which could affect it.

That why I'm so concern about it....Because after an event happens they take the event in 3 different ways: informational, warning and exception, being the last one where is located: incident, problem and change(RFC).

[UKVIKING]

wilbertotero

what are you concerned about

incidents ARE usually unplanned
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[wilbertotero]

I wanted to clarify this because i trying to organize my ideas in a project that I'm working on. And I have to be specific with the terminology that I'm using and I wanna be secure about the concepts. Because some people that are no familiar with this topic need to be explained if the have doubt.

Another thing, speaking with other ITIL workers they think similar to me. I now that incident is so specific an needs a management process, but en some way is part of a event but with specific circumstances.

Thanks for you time, is good to understand different point of view...I like this community. . If you have something maybe to correct me let me know.

[Diarmid]

wilbertotero,

if I understand the topic correctly (and I may not because I do not have access to v3) the concept of Event was introduced because it was recognized that things happen in an IT service that cannot readily be classed as incidents and for which the Incident Management is not wholly suitable as it is normally understood.

For example some things are best dealt with by an automatically triggered action or process or something happens that is unlikely to cause a break or clear detriment in service (i.e. normal concept of Incident) but requires dealing with perhaps because it damages general efficiency within the service organization or (potentially) has costs to the service organization. Someone may have better examples, but the underlying point is that these need dealing with in a managed way and possibly need investigation into their cause (Problem) but they will never be of concern to the customer because they will never impact services.

As I say I may have it wrong, but I think it is a reasonable idea anyway.

In short Event Management was devised to provide a management framework for dealing with events that are not Incidents. So, in practical terms they are separate entities and neither is subordinate to the other as a category.

If you think about it you will see that you could call everything an event (not illogical) and then split them into two categories, one that will deal with things impacting (or threatening to impact) service and the other for the rest. Equally logically you could call every event an incident and then perform the same split in the way you manage them.

One more point (to be totally boring) exactly which "events" your organization chooses to call Events and which Incidents is entirely down to how you want to manage your ongoing services.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

[LizGallacher]

Many Events are basically incidents where the notification comes from a system rather than a person. There may be an automated workaround - for example when the system event occurs that says that a capacity warning threshold has been breached, there may be an automated clear-down of temporary files, or an archiving action may be kicked off, or an error condition may be reported causing the system to simply alert a human operator who will start diagnosis as for any incident.
The important difference about Events, however is that they may not be signifying any error condition at all, but may be used for automation - for example when the Event "backup Disk 1 complete" is received, then commence backup disk 2 (or whatever).
Many organisations spend a lot of money on event monitoring tools, then do not act upon what the systems tell them. Event Managemnt aims to address this
_________________
Liz Gallacher,
ITIL EXPERT
Accredited ITIL and ISO/IEC20000 Trainer and Consultant - Freelance

[wilbertotero]

Ok, thanks now i have the things more clearly. But I have another question when a user call to the service and said that need to change for example, all the system (hardware & software) of a company's area and did this request for the service desk. What is process that manage this petition?

Incident or immediately change management? Because Event is commonly requested by automatic system.

[Diarmid]

wilbertotero,

I'm afraid I don't understand your question. could you explain it a little more?

From your first paragraph, I think you are talking about a change request and that would obviously go through change management.

but from your second paragraph you might be talking about updating information in a system (an application system?).

Or are you saying that changes to servers and their software will usually be groped (General Reconnaissance Of Peripheral Environment) by a central system? In which case I would say that noting should have changed without going through change management.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

[wilbertotero]

Hi, I'm going to explain me better. The question is:

when a user request a significant change that could affect a service or create one to the service desk what is the first process that attend this request. Incident management or is trow it to change management.

Thanks.

[Diarmid]

Change Management (You don't have an incident to manage - a call to the service desk does not constitute an incident except in the mind of some software implementations).

Technically the first process is call reception and analysis/assignment/categorization, but the analysis should point the call towards Change Management.

And all change requests are treated as significant until they have been evaluated as otherwise.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

[wilbertotero]

Ok, thanks for the explanation and your time. But I would like to know more o less how much time a service desk normally spend (in percentage %), with the different process management like:

Incident Management
Access Management
Request Fulfillment Management
Event Management
Problem Management

Thanks.

Sorry for all this question but I need to resolve all that things that I can't found for the project that I working on.