Home > ITIL the Elephant in the room > It’s so funny how we don’t talk any more (i’m not a Cliff Richard fan!)

It’s so funny how we don’t talk any more (i’m not a Cliff Richard fan!)

Isn’t it funny how we don’t talk any more.

Having discussed this with others in the collective, we share this recurring issue, so i’m sure this could be the status quo.

The people doing our event management have no relationship with our applications owners or our end-users. We’ve outsourced our event management. They receive our events (network, systems, applications, storage, databases, you name it) and they are then supposed to tell us when there is an event we need to go work on by creating a trouble ticket.

Yes, like all the other Collective members, we have significant rules and filtering in our event correlation platform.

Even so, how do these people know what is important to us. I raise this because I am seeing a significant increase in triage tickets being escalated to my people. It is frustrating because it is impacting my teams ability to improve services. They are mired in incidents which most of the time are not real, just symptoms of other underlying issues, but our fantastic fault producing agents are eroneously blaming us.

How can we better inform our Event Watchers when to raise tickets for us and when not to?

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  1. June 2, 2013 at 8:45 am

    I really like your blog.. very nice colors & theme. Did you create this website
    yourself or did you hire someone to do it for you?
    Plz respond as I’m looking to create my own blog and would like to find out where u got this from. cheers

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