Event Management operator environment
Summarize
Summary of Event Management operator environment
The Event Management operator environment centers on theService Operations Workspace dashboard, which is the primary interface for operators to monitor and manage alerts related to application services. This environment helps operators understand the impact of alerts on configuration items (CIs) and application services, enabling effective incident management.
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Key Features
- Service Operations Workspace dashboard: Provides a consolidated view of application services and their associated alerts, emphasizing the relationship between alerts and service impact.
- Banner controls: Allow filtering and grouping of application services by alert severity, criticality, and cost, based on criteria set by administrators.
- Application service tiles: Represent application services with color-coded severity indicators; clicking a tile shows a summary of related alerts with options to view detailed information or service maps.
- Alerts list: Displays alerts filtered by type, sortable by priority and severity, enabling operators to quickly locate and assess alerts. Alerts can be opened to see detailed information.
- Application service map views: Double-clicking a service tile opens a detailed view of the service’s configuration items and their relationships, with two variations depending on the service type:
- Manual/standard service map: Includes an Impact Tree feature to visualize CI states and interdependencies during alerts.
- Technical service map: Allows direct inspection of CI details and associated alerts.
Using the Environment
Operators access the dashboard via Event Management > Service Operations Workspace. They filter and group application services based on alert severity and other criteria to prioritize work. By interacting with service tiles and alert lists, operators gain insights into alert causes and service impact, facilitating faster problem resolution.
Exploring the application service maps helps operators understand CI relationships and the cascading effects of alerts, supporting informed decision-making and effective incident response.
Next Steps
After familiarizing yourself with the operator environment, proceed to the lesson on What Event Management operators do to learn about operational responsibilities and actions within Event Management.
As an Event Management operator, your primary work environment is the Service Operations Workspace dashboard.
In this, the third lesson in the Event Management tutorial, you get an overview of your workspaces so you know how to find the information you need.
Lesson 1 |
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Lesson 2 |
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Lesson 3 |
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Event Management operator environment |
Lesson 4 |
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The Service Operations Workspace dashboard
Your main area of work is the Service Operations Workspace dashboard, which provides a view that focuses on how alerts relate to application services. From here, you can drill into each application services to see the affected CIs and get an understanding of the overall impact of whatever caused the alert. To open the dashboard, navigate to .
- Banner
The banner contains controls that show or hide application services based on the criteria you select:
Click a severity level to show or hide application services based on the alerts associated with them.
Use the Group and Segment controls to organize the view.
Note:Your administrator assigns an application the criticality and cost value to your application services.Figure 2. Group and Segment filters - Application services
- The Service Operations Workspace dashboard displays tiles that represent application services. The color of a tile represents the
severity of the alerts that are associated with the application service.
Click a tile to show a summary of alerts associated with the application service. Click to view details or the service map.
- Alerts
- Click the List icon (
). On the Lists tab, click the kind of alert to view. You can filter or sort the list to find an alert. Sort by any alert details, such as the Priority, which considers multiple factors for how serious the alert is, or the Severity, which is value provided by the event monitoring tool.
Open any alert by clicking the number.
You will learn about what each of the columns means for an alert later on when you analyze an alert.
Application service map views on the Service Operations Workspace dashboard
Double-click the name of an application service tile to open one of the application service map views. The view that you see depends on the type of application service.
- For a manual or standard application service, this view appears:
The application service map that you were introduced to in a previous lesson appears in the main panel. This is what you can do from this view:
Click any of the CIs to see the alerts only for that CI and to display the details about that CI in the Properties pane.
Click Impact Tree to see the state of all the CIs and how they affect each other when receiving an alert. You will learn more about the impact tree later on in the tutorial.
Open any alert from the Alerts list at the bottom by clicking the number.
- For a technical application service, this view appears:
- This is what you can do from this view:
Click any CI to view details about it.
Open any alert from the Alerts list at the bottom by clicking the number.
Continue the tutorial
Proceed to the next lesson: What Event Management operators do.