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With the increasing popularity of ITSM service management methodology in China, more and more enterprises will consider standardizing their own IT service management process through event management to improve the quality and efficiency of IT service management, so as to save operating costs and improve customer satisfaction.

If you want to achieve the perfect landing of ITIL in the enterprise, event management is the basis and necessary condition for success. From the current implementation of ITIL in China, event management is not only the primary consideration for enterprises to choose ITSM software, but also the first step for enterprises to gradually implement ITIL.

So, as an enterprise IT operation and maintenance manager, how to do a good job of event management? The author has worked in IT operation and maintenance for many years. Based on the practical experience of ITSM project in Qinzhi Operation and maintenance Company, I talk about my personal point of view from the following six aspects.

Create a service desk as a single connection point entry for event logging

The service desk is like the receptionist of receiving customers. In the ITSM system, "Single-Point Contact" is an important attribute of the service desk in event management, and it is also the entrance to receive all IT events. Uniformly manage IT events through the help desk and connect all people, things and things.

1. Users submit events to the service desk through various channels

2. Engineers contact users through events in the help desk to deal with events.

3. The operation and maintenance manager assesses the engineer's performance and analyzes the service quality through the service desk.

4. CIO analyzes the operation of the information system through the help desk and formulates the information planning blueprint.

5. All events are recorded in the system through the service desk.

Users can send events to the service desk through web pages, Wechat, desktop clients, application menus, Email and other ways, and engineers can provide remote online technical support to users through the help desk.

Standardize the service desk grouping and refine the roles and responsibilities of IT service personnel

In the ITSM system, the operation and maintenance manager can set up the service desk according to the actual situation. The service desk can be divided into groups according to both regions and functions. There can be multiple engineers under each service desk, and one engineer can belong to multiple service desks at the same time. The operation and maintenance manager implements event management through the system, which makes the IT service department more clear about the roles and responsibilities of engineers, and makes the work of engineers more standardized.

Standardize service process and improve event handling records

Process, tools and personnel are the three basic elements of the implementation of ITIL. The process of event handling is like the reinforced concrete in the building in the process of event management, which is the foundation of the building standing. By standardizing the event handling process, IT service engineers can have a better understanding of their job responsibilities and business units can understand how to get more effective services.

The following figure is a standard event handling flow chart of ITSM. After receiving a new event, the service desk assigns it to a specific first-line engineer for processing according to the event information. If the first-line engineer cannot solve the problem, it can be upgraded to the second-line engineer. After the processing is completed, the customer has to return to the customer for confirmation, and the customer confirms that the event can only be closed. This is a standard event handling procedure.

Develop service catalogs and SLA protocols that meet business needs

The service catalog is a service item divided by the IT service department according to the current situation of the internal information system of the enterprise. SLA (Service level Agreement) is to make an event handling agreement with the business department according to the influence scope and emergency degree of the event. Different levels correspond to different response time and processing time.

Make SLA in advance with the customer or the user department of the service, agree on the level of service that can be provided, and reach a consensus between the IT service department and the customer / user, which can avoid customer complaints about the response and resolution time of the IT department. ITSM embedded service catalog and SLA template, as long as you set the response time and handle events, you can quickly import the SLA protocol suitable for the current situation of your own enterprise.

Pay attention to customer feedback and conduct customer satisfaction survey

In the traditional IT service management model, engineers often ignore customer feedback after the event is handled, but customer feedback is very important to improve IT service and improve customer satisfaction. Therefore, it is necessary to carry out user feedback in event management, and customers can evaluate the situation of event handling in the form of a questionnaire, so as to establish a communication bridge between IT service departments and customers, improve customer satisfaction and improve IT service quality.

According to incident data report, statistical analysis and performance evaluation

Through the ITSM service management software, all events and handling processes are recorded and managed, the work of the IT department is no longer undocumented, in the face of service customers or internal users, the IT department can form IT service reports through accurate data information and send them to customers to show the content and results of the work. The system has a variety of service analysis report forms (as shown in the following figure). The operation and maintenance manager can also understand the engineer's workload and event handling through the service report, and assess the engineer's performance. At the same time, according to the event distribution map of service catalog statistics, we can see which kinds of problems occur frequently, so as to put forward a change plan to solve the problem thoroughly, and so on.

To sum up, in order to do a good job of IT event management, the operation and maintenance manager needs a set of ITSM service management software with perfect functions and clear ITIL flow, combined with the current information situation of the enterprise and the needs of customer / user departments, to work out a complete IT service management process, and it will no longer be difficult to do a good job of event management.

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