The role of IT Operations Management

The role of Technical and Application Management

The role of the Service Desk

Event Management roles

It is unusual for an organization to appoint an ‘Event Manager’, as event s tend to occur in multiple contexts and for many different reasons. However, it is important that Event Management procedure s are coordinated to prevent duplication of effort and tools. The role s of the Service Operation function s in Event Management are as follows.

The Service Desk is not typically involved in Event Management as such, unless an event requires some response that is within the scope of the Service Desk’s defined activity, for example notifying a user that a report is ready. Generally, though, this type of activity is performed by the Operations Bridge, unless the Service Desk and Operations Bridge have been combined.

The investigation and resolution of events that have been identified as being Incidents will initially be undertaken by the Service Desk and then escalated to the appropriate Service Operation team(s)

The Service Desk is also responsible for communicating information about this type of incident to the relevant Technical or Application Management team and, where appropriate, the user.

Technical and Application Management plays several important roles as follows:

• During Service Design, they will participate in the instrumentation of the service, classify events, update correlation engines and ensure that any auto responses are defined
• During Service Transition they will test the service to ensure that events are properly generated and that the defined responses are appropriate
• During Service Operation these teams will typically perform Event Management for the system s under their control. It is unusual for teams to have a dedicated person to manage Event Management, but each manager or team leader will ensure that the appropriate procedures are defined and executed according to the process and policy requirement s
• Technical and Application Management will also be involved in dealing with incidents and problem s related to events
• If Event Management activities are delegated to the Service Desk or IT Operations Management, Technical and Application Management must ensure that the staff are adequately trained and that they have access to the appropriate tools to enable them to perform these tasks.

Where IT Operations is separated from Technical or Application Management, it is common for Event Monitoring and first-line response to be delegated to IT Operations Management. Operators for each area will be tasked with monitoring events, responding as required, or ensuring that Incidents are created as appropriate. The instructions for how to do so must be included in the SOPs for those teams.

Event Monitoring is commonly delegated to the Operations Bridge where it exists. The Operations Bridge can initiate and coordinate, or even perform, the responses required by the service, or provide first-level support for those event s which generate an incident.

Дата добавления: 2014-12-23