Event Manager

An Event is described as any detectable occurrence in the IT infrastructure which may have influence on IT Services. The role of Event Manager is to ensure the goals of the Event Management process are achieved. This includes detection, analysis and evaluation of Events. The main objective is to ensure detection of Events, analyse them and determine the appropriate control of action.

The job

The Event Manager is a position within the scope of Event Management ITILv3 process.

This document provides a good description of the position but is not complete for every organization. Adjust as necessary.

Position

Immediate seniors are Service Operations Manager and IT Operations Manager.
Immediate juniors are the IT Operations Management staff triggering the Event Management process.
"Users" are all users of internal and external IT services.
"Customers" are users of IT services internally in the organization and external paying customers that use the companies IT Services.
"Suppliers" are parties defined by Service Design Supplier Management key process for each IT Service.

Production

Key Performance Indicators (KPIs)

Reasons documented for present Event monitoring
Number of Events triggering Incident Management process
Number of Events eventually leading to Changes

Metrics

Number of bypasses of the process made
Number of Events per category
Number of important Events
Number of Events requiring human intervention
Number of Events per Service
Number of Events per application
Number of Events per Operating System
Number of Events wrongly sorted
Number of Events that detected in relation to Incidents detected by IT staff

Responsibilities

Event Manager is responsible for:

Tasks

Event detection and reporting
Logging, categorization and prioritizing of Events
Triggering other necessary key processes with defined input
Event investigation
Event closure after appropriate control of action.
Event monitoring and interaction to other processes
Defining and planning separate procedures for recurring Events
Evaluating Events to determine if they are likely to reoccur
Ensuring Event routing does not meet bottlenecks, escalation must happen as effectively as possible.
Production of management information in relation
Making recommendations for Service Improvement Plans
Ensuring the Event Management process is performed as designed.
Developing a Event Management process model for the role of Event Manager.
Ensuring the Event Management process is fit for purpose.
Ensuring process description meets objectives
Sponsorship, design, and continual improvement of the process and its metrics.
Following the organization's policies relating to employment.

Personnel

Leading and supporting the Event Management team.
Motivate the employees you are responsible for. Help them thrive in a challenging work environment.
Understanding the full scope of the Event Management process.
Ensuring that all your co-workers in projects understand and follow all procedures they are involved with.
Ensuring any disagreements with employees have the opportunity to become RfCs.

Reporting

To Process Manager (To ensure optimal process interaction)
To Service Operations Manager (To ensure Events are managed in relation to the Event Management process description)
To Service Owner (To improve all Event Management decisions)
To Service Operations Management (For Events needing escalation)
To ITSG (To ensure all IT goals are aligned to business goals)

Authority

Service Design design time scales (Event response and resolution targets within SLA).
Service Design designs Event Models with pre-defined activities. Any changes to these activities must be transitioned.

Resources

Internal resources

The Event Manager has internal resources available as defined by the organization for process owners.

External resources

The Event Manager has external resources as appropriate to ensure the fulfilment of the objectives of the Event management process.

Qualifications

It is expected that the Event Manager has the competence required to competently manage the Event Management ITILv3 process.

It is expected that he/she constantly acquires knowledge necessary to continually manage the Event Management ITILv3 process better so that expectations are continually met.

Advancement

As Event Manager you have the possibility to apply for positions as Service Operations Manager and other key positions in the Operations life cycle phase. You are also encouraged to apply for other positions in Application and Technical Management.

Event Manager

From IT frameworks

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