The difference between ITIL event management and incident management

IITL popularization has been deep into all walks of life, we are not only to learn its norms, but also to focus on how to apply its essence, combined with a tool-based management platform to enhance the quality of our IT operations, only in the practice of continuous improvement in order to truly realize the localization of ITIL, for our IT operations and maintenance business services.

Large-scale enterprises have the information Center department, the role of the information Center is to serve the business sector, to ensure the normal operation of the network, the link between the information center and the business unit, how to improve the information center's IT value is the focus of ITIL focus. The nexus defined by ITIL is our so-called help desk, which typically has three features: as a single point of contact between the information and business units, tracking user requests for it to be resolved, and providing support services that include recording all it requests, prioritizing, and arranging the IT department to process the request schedule, At the same time to provide users with service attention, feedback records tracking and other functions; help desk can significantly reduce IT management costs, the enterprise's IT system application and management process, standardization, will greatly save the enterprise's human, material and other costs. Mature service Desk has the characteristics of good technology, quick response and willing to help, becoming an indispensable part of enterprise IT management system.

When the enterprise IT system emergency failure, need information center to solve the problem at the first time, restore the normal system, this time the ITIL event management function becomes a tool to solve the problem. The purpose of event management is to recover the fault in the shortest time possible, thereby minimizing the loss of the failure and, in this premise, satisfying the service requirements. Therefore, the event management highlights is to restore business, enable backup, disaster recovery system and other means, the first time to take a variety of measures to restore enterprise production, which requires the service desk to define emergency fault as the highest level of optimization, so as to ensure the rapid flow of work orders, through the IT departments close cooperation to troubleshoot.

When an emergency is dealt with, the information center will turn to the problem management level to find out the cause of the failure, thus changing the frequency to cope with the situation of outstanding accidents. The fundamental difference from event management is that the purpose of event management is to restore enterprise production, and problem management is to identify the root cause of it failure and develop a solution to prevent the recurrence of similar failures. The process should be to create a problem, the Help desk distributes the problem to the IT department, each department evaluates the issue, then submits the solution, and the problem management process can be closed after the scenario is passed. The main advantage of problem management is the ability to identify the root cause of the failure, reduce repetitive labor in the IT department, and avoid recurrence of similar failures.

In addition, there are configuration management, change management and other processes, also belong to the control of enterprise IT system normative issues. Configuration management enables you to plan for breadth and depth of enterprise IT management through real-time tuning updates in the CMDB (Configuration management database) to better conform to ITIL's process-based management model. Change management focuses on how to control the risks of changes when changes are made to the enterprise IT architecture, and to implement improvements and updates to the enterprise IT architecture through the steps of change planning, change testing, change execution, and change maintenance.

These ITIL function points in our familiar Broadview Coss centralized operation management platform are involved, but also has a more humane management mode, users can customize the function module, in the console to the portal, WEB2.0 and other technologies presented, through personalized views, sharing, Search, etc., can improve the efficiency of the management staff. Under the premise of clarifying the work responsibility of the information center personnel, the centralized operation management platform becomes the tool of the enterprise IT management standardization operation, can help the enterprise establish the standardized IT management system, improve the IT service quality effectively.

The centralized operation management platform is a comprehensive IT service management platform for government and large enterprises, which integrates ITIL concept with more emphasis on management of enterprise IT services, integrates basic equipment monitoring and IT business management, and ensures that it failures can be solved quickly. With the help of Broadview COSS, enterprise managers can finally achieve the running process, operational status of the known, Operational quality quantification, management decision-making data of the state, so as to comprehensively improve IT service quality, the maximum value of enterprise IT investment return to the enterprise, to promote better and faster development of enterprises.