This week I have been taking the Operational Support and Analysis support ITIL capability module class from taruu.com. This class essentially covers Service Operation. Specifically, the main areas include event management, incident management, request fulfillment, problem management, access management, and the Service Operations functions such as the Service Desk.

One of the neat things about the second-level classes is that they can focus more on how to apply ideas. The class is primarily exercise-focused rather than lecture-focused: for example, we roleplay how you would talk with a CEO about Service Management. The classes are almost as much about leadership and presentation as they are about the material.

Predecessors/Before You Begin

Your organization most likely already has systems generating events, such as syslog messages and network traps. Event management is the idea that the events from all these systems could be put together, correlated, and then incidents or other records generated as appropriate.

Event Management

Below are notes from today's itSMF USA Higher Education SIG round table conversation.