ITIL 4 Practitioner: Monitoring and Event Management

What are the benefits of Monitoring and Event Management Practice for service consumers?

-Better IT and business service availability -Reliable and predictable service performance -Early warnings of IT service interruption or degradation, and reduced impact

What are the benefits of Monitoring and Event Management Practice for service providers?

-Early warnings of IT service interruption or degradation -Better IT service availability -Proactive or early detection of incidents and problems -Better understanding of service health -Better availability and performance reporting -Reduced cost of outages and a reduction in 'firefighting' approaches to incidents -Greater visibility of, and ability to manage, dependencies that impact value stream performance

What factors determine the frequency of polling in active monitoring?

-How frequently the state of the CI changes -The significance of events related to the CI -The role of the CI in providing a service -The required speed of the response -The level of service committed to in the SLA and internal service quality specifications -Initiatives or changes which might cause changes to normal patterns of business activity (for example a marketing promotion for online services)

Monitoring and Event Management data and information provides input to what practices?

-Incident management -Problem management -Information security management -Availability management -Performance and capacity management -Change enablement -Risk management -Infrastructure and platform management -Software development and management

What are typical categorization of events?

-Informational: no action is required other than logging the event for reporting, trend analysis or potential forensic analysis and auditing -Instructional: an event has occurred as part of the normal service operation, which requires the performance of a pre-defined human action -Warning: unusual activity has been detected, or a threshold has been reached, which warrants further investigation -Exception: activity has occurred which represents the failure of an operational activity or a disruption to the agreed level of service

What are some of the layers of Metrics?

-Low-level infrastructure metrics (host-, server-, network-, and others) -Application metrics (response time, error rate, resource usage) -Service performance metrics (infrastructure-, connectivity-, application-, and service action-based) -Third-party service performance metrics (based on agreed service levels) -Operations, process, and value stream performance metrics

What are three types of system monitoring?

-Native monitoring features of the service components being observed -Instrumentation that has been custom-built into systems -Event monitoring systems that are designed for purpose

What does information about service health and performance enables an organization to do?

-Perform operational activities that are required to ensure that service components are performing optimally -Respond appropriately to service-impacting events that have already occurred -Take proactive actions, based on pattern analysis of past events, to prevent future adverse events from occurring

Monitoring and Event Management is used for what?

-Understand the significance of events -Identify the appropriate response to optimize the quality and performance of services -Manage events throughout their lifecycle to ensure that services are managed to meet both utility and warranty objectives

What is a Metric?

A measurement or calculation that is monitored or reported for management and improvement

What is Proactive Event Management?

Analyzing non-impacting events (past and current) to identify a potential future impact.

What is an event?

Any change of state that has significance for the management of a service or other configuration item (CI).

What does Monitoring and Event Management include?

Identification and categorization, or analysis, of events related to all levels of infrastructure and to service interactions between the organization and its service consumers. It ensures appropriate and timely response to those events.

What are some of the responses to events?

Identifying potential faults, responding to conditions that could lead to incidents, and performing activities required for services to perform at agreed levels.

What does the Monitoring and Event Management Practice identifies and prioritizes?

Infrastructure, application, service, business process, and information security events, and establishes the appropriate response to those events.

What is Monitoring

Repeated observation of a system, practice, process, service, or other entity to detect events and to ensure that the current status is known.

What if available tools and activities are not suitable for detection and management of newly discovered events?

Service design improvements should be initiated to update the monitoring and event management capabilities of the service provider.

What defines 'normal operation of services components'?

Service level agreements (SLAs) as well as instructions or manuals from vendors and system creators that specify actions required to maintain the effective operation of each service component. Other definitions can be found in company policies, regulatory compliance, and learning documented in journals by service component managers.

What is the focus of the Monitoring part of Monitoring and Event Management Practice?

Services and configuration items (CIs) to detect conditions of potential significance, track and record the state of servicers and CIs, and provide this information to relevant parties.

What is the purpose of the Monitoring and Event Management Practice?

Support the normal operation of service components by observing, analyzing, and appropriately responding to changes of state in those components.

What is a key aspect of Event Management?

The significance of events depends on the context in which they occur and the importance of variables in that context.

What is a Threshold?

The value of a metric that triggers a pre-defined response

What is the focus of the Event Management part of Monitoring and Event Management Practice?

Those monitored changes of state defined by the organization as an event, determining their significance, and identifying and initiating the correct response to them. Information about events is also recorded, stored and provided to relevant parties.

What is Reactive Event Management?

When monitoring is used to respond to events after an impact on the service or service component has occurred.