Jan 02
I received an email from the IT Service Management Federation a few days ago calling for Speakers for their Annual Conference in Vancouver, May 4th-8th. If you have done some interesting things around Service Management, this might be a great opportunity. If you don’t know the ITSMF, they are well run an national industry group that covers Service Management topics and holds frequent events to foster greater knowledge among its membership. They had the last annual conference in Toronto last September and it was well organized event with about 300 members from across Canada attending. You can find out more at www.itsmf.ca.
Here is there invitation: ITSMF National Conference Call for Speakers
Dec 23
Event Management seems the puzzle piece that has fallen on the floor, and no one notices until the puzzle is almost complete. Traditional thinking seems to be that you can, through proper filtering, just send infrastructure messages into the Service Desk. Either, the filters have worked well, and select few important messages do get through and it works, or filtering has been implemented poorly, and the service desk is flooded with messages, prompting a quick shut down (aka the fire hose effect). In the later case it tends to be some time before another attempt is made, if ever. The case where the filtering works, messages to get through properly, however, there is opportunity loss, because proper event management has not taken place.
Where proper event management is done, a great deal of good data can come through from the system messages. In addition to filtering, messages are also normalized, correlated, and root cause information gets passed through as well. This more complete approach has great benefits both in further processing of coming messages to ensure the most intelligent messages get through, and also downstream where the service desk gets better quality information, which helps with faster incident resolution.
For more information, here is a white paper on the benefits of real Event Management. Event Managment Whitepaper.
