Fixing Issues Faster: How to Accurately Prioritize IT Events - Evanios

Fixing Issues Faster: How to Accurately Prioritize IT Events

Does your business expect you to respond faster and more consistently to critical events and significant business service issues? Can you easily identify the IT events you need to work on first? If you are using an event prioritization tool, are you sure it has all the information it needs to accurately prioritize events?


Digitalization has changed what the business expects from you

As businesses aggressively pursue digital transformation, the number of applications and services is increasing exponentially, and the IT infrastructure that supports these services is becoming highly complex and dynamic. That has major implications for IT operations. Before, the business viewed IT operations as a support function tasked with keeping the lights on. Now, IT operations is expected to be a business enabler, delivering ever-higher levels of service availability and performance.

In other words, you need to fix issues faster than ever before – and avoid outages in the first place.


Traditional event prioritization methods aren’t accurate

Let’s focus on fixing issues faster. To do this, you need to rapidly identify actionable critical events, accurately prioritize them, and quickly find the root cause. However, there’s a big problem. Traditional event prioritization methods aren’t accurate, so you end up working on the wrong things.

To understand why let’s look at existing event prioritization approaches.


Method 1: Manual prioritization

Manually prioritizing events just isn’t an option. With events coming from multiple management tools, manual prioritization takes far too much time and is incredibly error-prone.


Method 2: Using the priorities assigned by source tools

Source tools don’t understand business impact, so they can’t accurately prioritize events. For example, assume an application goes down. The source tool sees this and raises a high priority event. However, the application affected is actually the payroll system. While this needs to be fixed, it’s not a high priority because the business impact is limited – for example, when compared with an e-commerce portal outage.


Method 3: Prioritizing critical events based on business service impact

CMDB data lets you identify impacted CIs and associated business services. Using this information, you can assign the event the same priority as the impacted business service. However, this method doesn’t work in all cases. For example, when two events affect the same high-priority business service, how do you determine which event has the higher priority? And, when two business services of equal priority are affected by different events, how do you know which event needs to be resolved first?

Clearly, there must be a better way. And, there is.


The Evanios Way – Scoring

To prioritize events, Evanios looks for event traits. Every actionable event has certain traits, which can either be historical or real-time. Evanios assigns a numerical value to each trait based on the historical data of similar events, and characteristics it is currently exhibiting. A total event score is then calculated by adding these numerical values. The higher the score, the higher the priority of the event.

Let’s look at an example. Consider two unrelated events. These indicate that two production servers have failed. CMDB data shows that each server supports a different high-priority business service, so there is no way to prioritize these events based on business service priority alone. However, using the traits of each event, Evanios can calculate a unique score for each event, as shown below.


critical event score


Because Event A’s traits have a bigger business impact, Event A has a higher score (600) than Event B (100), Event A is prioritized higher.


The Bottom Line

Traditional event prioritization methods aren’t accurate. Even if you use the priority of impacted business services, it doesn’t work in all cases. As a result, you risk working on lower priority events and breaching service levels. With Evanios, on the other hand, you get accurately prioritized critical events – so that you meet the expectations of your digital business.

Request a live demo to see how Evanios accurately prioritizes events, automatically finds the root cause and helps you to avoid outages.