LANDesk® Event Manager

Improve the Quality and Reduce the Cost of Service Provisioning

In the network management and service desk world, incident management deals with issues raised by people—a damaged PC, a lost phone, password reset, etc. Event management on the other hand concerns events raised by systems, such as a server going down. It entails interpreting data and using that information to detect and resolve system issues before users are even aware of them.

Improving the quality of service provisioning involves reducing service interruption and downtime and speeding issue resolution. And faster resolution cuts operational costs. While most network management tools generate alerts, without a service desk system vital information might be lost or ignored as part of a process.

LANDesk® Event Manager provides the means to “glue” those events directly into the LANDesk® Service Desk system. It’s a complete solution that detects network performance issues quickly and delivers critical information to the service desk automatically for diagnosis, automated response, and resolution. As a result, the services of your service desk staff, the image of IT, and end-user satisfaction all improve.

Complete Event Management

Here’s how it works. An event is identified by your network management tool and triggers an alert. LANDesk Event Manager captures the event and generates a preconfigured response to the event. An incident or any other process can be generated automatically according to configurable rules, with all the event details logged in their own fields. This level of granularity allows LANDesk Service Desk to prioritize and route incidents to the most appropriate party, ensuring that the issue is dealt with as soon as it occurs—usually before end users notice the problem.

Intelligent event matching means that incidents created as a result of an event are found and updated automatically if a matching event is detected. For example, if a server comes back up, the original “server down” incident is resolved.

In addition, the LANDesk event management engine can leverage trend identification facilities in network management tools. For example, let’s suppose a server slows down at a particular time each week. If your network management tool can identify this and send this information to LANDesk Service Desk, the event can generate a Problem, which can be investigated promptly and the root cause identified. Such integration provides a complete event management solution—not just reacting to immediate threats, but guarding against underlying longer-term issues as well. As a result you are able to:

• Detect issues before they impact the business
• Reduce headaches associated with service interruptions for both service desk staff and end users
• Increase efficiency of your service desk staff
• Reduce operational costs due to faster issue resolution