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They may be given tools to debug and resolve basic problems. Less experienced staff may be charged with answering user calls and dispatching problems to the support groups within the IT organization. Automation is key to both scenarios. Where first level support skills are strong, semi-automated tasks can be set up to provide users the ability to easily execute the repetitive steps necessary to resolve problems. In less experienced environments, full automation may be used to gather diagnostic data for direct presentation to the support staffs who will resolve them.

This chapter is a compilation of best practices in regards to event management and the rationale behind them. When reading this chapter, keep in mind the following rules: © Copyright IBM Corp. 2004. All rights reserved. 25 Place more weight on the reasons that affect organizations when determining which best practices to implement. Use of business impact software may affect which best practices to implement. Specifically, do not blindly start using a best practice from this chapter. Keep the context of the best practice in mind and apply it to your specific needs.

One implication of enforcing policy is the necessity of a method of tracking adherence to it. Record who takes which actions on an event. This lets you know who to contact for the status of open problems and provides a means of determining who invoked wrong actions on an event so you can ensure it does not recur. 3 Filtering Filtering is, without question, an essential part of work in each event management effort. This section discusses filtering, which in IT terms is described as the process of blocking information based on a defined set of rules and standards.

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