An Event Record must be created to track the action taken on it. Typically, the monitoring tool would intercept the IT Service Management tool and create an Event Record in the same. The Event Record should be furnished with all relevant information.

Typical information for an Event Record are:

• Associated Service Levels
• Priority
• Alert message
• Team to assign
• Action to be taken
• Work instructions.

These Event Records should then be handled as per the defined event workflow and defined rules.