The Event Manager must produce the Event Management Procedures by tailoring the Capgemini standard procedures against the
needs of the Service Engagement and Client specifics. A tailoring guideline is used to facilitate this process. These
procedures must be compliant with Capgemini standards and the contractual obligations of the Client.
Monitoring Baseline template to include minimum requirements for the baseline document should be created. In case of Infra,
the monitoring baselines may need to be updated as per suppliers or group of monitored technology. Event thresholds and
escalation rules should be agreed. Correlation rules should be defined. Contact mapping for Event Management related
activities should be established. The Event Management Procedures would also contain the information pertaining to the
workflow (event management flow) that should be followed for recording, tracking, monitoring, reporting, managing
escalations, documentation, change control and the overall governance of the events. Appropriate measurement process for
Event Management process should be defined. It is also recommended to provide guidance on selection of response based on
technology.
The Event Manager must identify the appropriate roles and skills required to work in Event Management. The identified roles
should be aligned with the roles defined in the contract and should describe the accountability and responsibility for the
key tasks of Event Management. In some engagement, an event management community may be constructed to govern monitoring
baselines, assignment matrix and reporting. Skill requirements and training needs with respect to Event Management should
be identified and communicated.
Establishing these procedures would ensure that the Service Delivery teams and relevant stakeholders understand and
implement the process as per the expectations of Event Management. The procedure provides a baseline that should be
maintained through the entire life of the Event Management but should be revised if the standard procedure is changed or
the Client expectations get changed.
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