Event Management Best Practices 1 488

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Event ManagementBest Practices

BMC Software


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2003 BMC SoftwareNovember 24, 20102

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BSM and Event Management Incident Management and Problem Management Principles of Event Management Best Practices

D ata AcquisitionNormalizationEnrichment Correlation and Root Cause AnalysisConsole Consolidation

AutomationNotificationEscalationReporting

BenefitsCustomer ExamplesBMC Software Solutions


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Event Management is part ofBusiness Service Management

Service Impact ManagementD eals with the relationships betweenServices and IT (dependency andimpact)

Service model definitionService impact

Service availability Automate and visualize events

Requires sophisticated Event Management

Event ManagementD eals with receiving and manipulatingthe IT events

Collect and process eventsD efine and manipulate eventsPerform notifications

Requires well-developed Infrastructureand Application Management


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Incident Management andProblem Management

Event Management is comprised of Incident management Problem management

The primary objective of incident management is to restore

service as soon as possible to minimize any negative effect onbusiness services.The objective of problem management is to takes a proactiveapproach in defining preventative measures so that servicedisruptions do not occur.


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Best Practices Principles

Consistent processEvent management tools that achieve

D ata AcquisitionNormalization

Enrichment Correlation and Root Cause AnalysisConsolidation

AutomationNotificationEscalationReporting


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D ata Acquisition

D ata acquisition encompasses all the methods by whichevent management information is collected. Thesemethods can be

Push

PullPublish/Subscribe


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N ormalization

N ormalization is the process of homogenizing event datainto a common event format.

Specific values are always located in a specific field and called

a specific nameRegardless of the source of an event, a standard set of data isassociated with all eventsReporting is made consistent and efficient Event data has a common definition


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Enrichment

Enrichment is the process of adding value to the originalevent data for the purpose of streamlining incidentmanagement and facilitating service management.

Provides details that supplement trouble tickets and repairactionsExtends event data for correlation, automation, notification,and reporting functions

Associates service data or other data, such as blackout periods, to an event that can be used in incident or problemmanagement


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Correlation and Root Cause Analysis

Correlation and root cause analysis are processes thatdetermine the source of a problem, identify sympatheticevents, and relate associated events.

Focuses repair action and speeds service restoration forincidentsStreamlines the event data presented to operators bysuppressing event clutterTargets problem management efforts


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Console Consolidation

Consolidation is the process of delivering all events fromacross the enterprise to a single pane of glass.

Manage more with less

Reduce complexityLeverage existing infrastructure management toolsGain a bird s eye viewFacilitate service management and problem management


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Automation

Automation is the process of removing or reducing theneed for human intervention in event management whilepromoting service resiliency.

Allows problems to be fixed at machine speedSupports escalation of events when repair criteria areexceededStreamlines event management workload on staff Enforces policies and processes


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N otification

N otification is the process of presenting incidentinformation to the right person in the right form at theright time, and verifying their receipt of the information.

Speeds information about an incident to the trouble ticket system or repair expert Contacts a repair expert in a suitable mannerFrees operators from another rote taskSupports multiple forms of communication


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Escalation

Escalation is the process of heightening the severity of orbroadening the awareness about an incident if not beingaddressed in an appropriate and timely manner.

Prevents incidents from falling through the cracksEnsures attention to the most critical problemsElevates the status of an event if the problem persists


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Reporting

Reporting is the process of disseminating informationthat reflects the measurement of service levelagreements, historical usage, or the performance ofservice delivery components.

Summarizes event management detailsMeasures problem resolution effectivenessProvides consistent service delivery data


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Best Practices Benefits

Identifies affected services and prioritizes repair actionsthrough enrichment and correlationPinpoints the exact problem condition through acquisition andcorrelation

Presents repair details through enrichment, such asPhysical device location or specific application/databaseResponsible department/staff expert Repair action to be taken

Reduces incident management workload through automated

repair actionD elivers consistent service reporting through acquisition andnormalization


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Best Practices Benefits

Speeds notification to the right person at the right time in theright form through notification and escalationReduces mean time to repair through escalation, notificationand automation

Reflects problem areas that can be addressed through problemmanagement through reporting


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Customer Example #1

Consolidation, Notification, Correlation, and Root Cause Analysisat a National Bank


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Customer Example #2

Normalization, Enrichment, and Automationat a Telco Vendor


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Customer Example #3

Enrichment and Notificationat a Large Hospital


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BMC Software EventManagement Solutions

ProductsBMC Event ManagerPATROL Enterprise ManagerPATROL KM for Event Management PATROL agent domain

only AlarmPoint by Invoq Systems

Services

Architectural Assessment Professional Services


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Event Management Best Practices 1 488