From the course: Putting ITIL® Into Practice: Applying ITIL® 4 Foundation Concepts

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Service management practices, part 3

Service management practices, part 3 - ITIL Tutorial

From the course: Putting ITIL® Into Practice: Applying ITIL® 4 Foundation Concepts

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Service management practices, part 3

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- [Instructor] Monitoring and event management is the practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events. Let's use way number four, improving moments of truth, to apply this practice. Here's how. The three types of events are shown here, list them. Then for each, list specific events you have stood up, for example, an informational when a log has been cut, a warning when circuit utilization has reached 25%, or an exception when a switch is down. For each, discuss how you might improve either the interaction or the setting, or medium, like, which channel or channels alerts come in on. With an eye towards doing better in the moment of truth next time. Let's use the first way, enact and enable outcomes, to apply the processes and procedures shown here. Think of each of these as outcomes to reach, list them. Then ask, what can we…

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