Most of us have seen monitors in data centers or command centers where IT infrastructure is monitored live. However, planning the Monitoring and Event Management document is challenging. Here is a generic template to customize for your organization:
[Organization Name]
Objectives
- Define the objectives of Monitoring and Event Management within the organization.
- Identify goals and outcomes for effective monitoring and event management.
Scope
- Specify the scope of monitoring activities, including systems, services, and infrastructure.
- Define the scope of event management, including event types to be captured and managed.
Roles and Responsibilities
- Identify roles and responsibilities for monitoring and event management.
- Assign responsibilities for event detection, analysis, response, and resolution.
Monitoring Requirements
- Define key monitoring requirements based on organizational needs and objectives.
- Specify metrics, performance indicators, and thresholds.
- Identify monitoring tools, systems, and technologies.
Event Management Process
- Define the end-to-end event management process, including detection, classification, handling, and resolution.
- Specify workflows, activities, and decision points.
- Identify interfaces and integration points with other ITIL processes (Incident, Problem, Change Management).
Event Classification
- Define event classification criteria and categories.
- Specify impact and urgency levels for each event category.
- Document attributes and information required for event classification.
Event Response and Escalation
- Define procedures and actions upon event detection and classification.
- Specify response time targets for different event categories.
- Identify escalation paths and procedures for critical or high-impact events.
Reporting and Communication
- Specify reporting requirements for monitoring and event management.
- Define key metrics, KPIs, and reporting intervals.
- Identify stakeholders and communication channels for event reports.
Tools and Technologies
- Identify monitoring and event management tools or software.
- Specify requirements for tool configuration, integration, and customization.
- Define training and skill requirements for using selected tools effectively.
Continual Improvement
- Establish mechanisms for continuous improvement of monitoring and event management practices.
- Define processes for reviewing event handling effectiveness, identifying trends, and implementing corrective actions.
- Specify methods for capturing lessons learned and promoting knowledge sharing.
Documentation and Maintenance
- Document all monitoring and event management procedures, workflows, and guidelines.
- Ensure documentation is regularly reviewed, updated, and maintained.
- Establish a version control and change management process for documentation updates.
Review and Approval
- Define the review and approval process for the Monitoring and Event Management Planning document.
- Identify stakeholders responsible for reviewing and approving the plan.