Page 320 - ITIL® Foundation 3.15
P. 320
Event Management is Performed by Functions
Service Desk (does not monitor)
• Initial investigation and resolution or escalation once event management has passed issue to Incident management
• Communication with the appropriate operations team and / or the affected end users.
IT Operations Management
• Monitoring events
• Responding to, or creating, incident records
Technical and Application Management
• Service Design
• Participate in instrumentation of the service
• Update correlation engines
• Classify events and ensure that auto-responses are defined • Service Transition
• Check to ensure that events are generated properly
• Service Operation
• Perform Event Management for systems under their control
Event management is a process (set of activities for achieving an outcome)...but the activities are performed by Functions (groups of people and tools).
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