MSP-03b » Event Management

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

Remote management tools provide notification of critical events as well as proactive warnings of situations which might become problems.

Module 03b, Event Management, provides processes for handling critical events, including client notification when required, and for analysis of warning and informational events. This module forms the link between remote monitoring systems and other processes such as incident response and systems management.

This module consists of the Module Overview Diagram plus 4 pages of detailed process maps personalized for your company.

Benefits
Components
  • Greater compliance with client notification SLAs
  • Improved consistency managing events
  • Common framework for handling multiple types and sources of events and alerts

Included with your first Service Blueprint Brick for a series:

  • Life Cycle Diagram depicting process modules for the service offering
  • Tutorial on "How to read a Service Blueprint"
  • Kaizen-based guide on "How to deploy a Service Blueprint module"

Included with each Service Blueprint Brick:

  • 11x17 and Legal  PDF versions (A3 version for international clients)
  • Detail Report (describing roles, systems, documents, and KPIs for the module)
  • Task Report (listing all of the onstage and backstage tasks in the process module)
  • Personalization with your logo, roles, and service automation systems

Additional features for Service Blueprint Subscription clients:

  • Editable native MS Visio version of the Service Blueprint
  • Accompanying AntFarm tools and templates such as agendas, project plans, planning tools
  • Access to online Service Blueprint training
Objectives
Entry Conditions
Exit Conditions
Process Topics
KPIs / Metrics

The goals of this process are to:

  • Detect IT service failures or potential issues early
  • Determine appropriate response to monitoring events based on type and severity
  • Initiate automated actions, when feasible, to remediate cause of the event
  • Notify client of critical alerts in timely manner (when required)

At the onset of this process:

  • Monitoring activation is complete

Upon completion of this process:

  • Incident service ticket has been initiated for a critical alert
  • Critical event has been triaged and the appropriate response team determined
  • Client has been notified of a critical alert (when appropriate)
  • Proactive service ticket has been initiated for a warning or informational alert (if required)

This process module includes these sub-processes:

  • 03b.01 Event Detection and Filtering
  • 03b.02 Critical Alert Escalation
  • 03b.03 Automated Event Response
  • 03b.04 Critical Alert Processing
  • 03b.05 Warning / Informational Alert Processing

These metrics and KPIs provide an indication of process performance:

  • Client Satisfaction - Service Tickets
  • Critical Incident Notification SLA Compliance
  • Critical Incident Notification Time
  • Service Ticket Response SLA Compliance
  • Service Ticket Response Time
  • Service Ticket Setup Compliance

Process Overview Diagram