CHAPTER 18: VALUE STREAMS FOR USER SUPPORT: MONITORING AND EVENT MANAGEMENT
In this chapter, we explore key elements of the monitoring and event management practice. Those elements include:
•Purpose and description; and
•Practice success factors.
Purpose and description
The purpose of monitoring and event management is “to systematically observe services and service components, and record and report selected changes of state identified as events.”
Activities for this practice include the identification and categorisation (analysis) of events throughout the infrastructure and between a service and its customers. This practice has two parts:
•Monitoring focuses on services and their components to detect changes of state that have significance. ...
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