The Event Manager must periodically capture metrics agreed for assessing the performance of Event Management (as documented in the Service Governance Plan). These metrics must be assessed to identify variance between the committed and actual performance. The Event Manager must analyze the cause of the variances and identify corrective and preventive actions for the same.

Few examples for Event Management metrics include:

• Number of events by category
• Number of events by significance
• Number and percentage of events that required human intervention and whether this was performed
• Number and percentage of events that resulted in incidents or changes
• Number and percentage of events caused by existing problems or Known Errors
• Number and percentage of repeated or duplicated events
• Number and percentage of events indicating performance issues
• Number and percentage of events indicating potential availability issues (e.g. failovers to alternative devices, or excessive workload swapping)
• Number and percentage of each type of event per platform or application
• Number and ratio of events compared with the number of incidents.

The Event Manager must produce reports stating the Event Management performance (as agreed) and send the same to the Engagement Manager, as per the defined frequency and guidelines. The Engagement Manager may then share the same with the respective stakeholders.

This report will primarily include:

• Performance of Event Management against agreed SLA
• Planned corrective/Preventive actions for missed SLAs
• Status of previous actions (if any)
• Risks/Issues (if any)
• Support required from stakeholders (if any).