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The method was originally developed by Advance7 in 1990 as Advanced Network Troubleshooting, with the first fully documented version produced in 1995. Early versions included problem management guidance but this was removed over time as the method became more closely aligned to ITIL, and the method name was changed to Rapid Problem Resolution ...
During the filtering step, the event will receive a level of correlation (type: informational, warning, or exception). The filtering step is not always mandatory, some CI's have significant events that are communicated directly into the management tool (even if they are duplicated).
The ITIL incident management process ensures that normal service operation is restored as quickly as possible and the business impact is minimized.ITIL Service Operation. AXELOS. 30 May 2007. ISBN 978-0113310463. The main challenges and cause for problems in the Incident management are: Constantly increasing Alert and Event Noise
ITIL describes best practices, including processes, procedures, tasks, and checklists which are neither organization-specific nor technology-specific. It is designed to allow organizations to establish a baseline and can be used to demonstrate compliance and to measure improvements.
The scope of ITIL is larger than that of integrated management. However, event correlation in ITIL is quite similar to event correlation in integrated management. In the ITIL version 2 framework, event correlation spans three processes: Incident Management, Problem Management and Service Level Management.
Configuration Management (CM) is an ITIL-specific ITSM process that tracks all of the individual CIs in an IT system which may be as simple as a single server, or as complex as the entire IT department. In large organizations a configuration manager may be appointed to oversee and manage the CM process.
The ITIL Service Operation manual describes the purpose of a Problem-Solving Group as follows: The actual solving of problems is likely to be undertaken by one or more technical support groups and/or suppliers or support contractors – under the coordination of the Problem Manager.
ITIL Service Operations implies that grey problems should be handled through a Problem Solving Group under the direction of the Problem Management function. In practice, even those IT organisations that have adopted ITIL rarely have a procedure to handle a grey problem, leaving it to bounce between Technical Support Teams as each denies that their technology is to blame.