Event Management Operator Tutorial

As an Event Management operator, your role is to find alerts, analyze them, and take action to help resolve the underlying issue.

Note:

The Operator Workspace interface is available only to customers who have upgraded from a release prior to the Utah release. New customers as of the Utah release can use the Service Operations Workspace for ITOM, which offers an enhanced UI for managing alerts.

Take the tutorial

Before you can work as an operator, you should take a tutorial to become familiar with several Event Management concepts and understand what operators typically do on a regular basis.

Start the tutorial by clicking the first lesson:

Lesson 1	An overview of events and alerts
Lesson 2	An overview of application services
Lesson 3	Event Management operator workspaces
Lesson 4	What operators do

• An overview of alerts for Event Management operators
  As an Event Management operator, you need to understand how an alert is generated from an event, what to look for in an alert, and how alerts can be grouped together.
• Application services for Event Management operators
  As an Event Management operator, you need to understand what application services are.
• Event Management operator environment
  As an Event Management operator, your primary work environment is the Service Operations Workspace dashboard.
• What Event Management operators do
  As an Event Management operator, your typical workflow involves three phases: analyzing an alert and its effect on application services, taking some type of action, and making sure the alert is finally closed.
• Advanced tasks for the Event Management operator
  As an Event Management operator, you might need to perform additional tasks that are outside of your typical workflow, or tasks that you need to perform only once.