Hi Ahmer -
The ITIL process of Event Management is supported by CA Service Desk Manager through Incident, Problem, and Change ticket types. The overall process assumes that an event monitoring system is integrated with CA SDM through one of the published APIs (SOAP, REST, CLI, email) - note that we have integrations certified with CA Spectrum and CA Unified Infrastructure Management. Additionally, the event monitoring solutions tend to have rules set up so that only significant events are logged as Incidents within CA SDM. Once the Incident is logged in CA SDM, Event Management overlaps with Incident Management as the ticket is managed through to resolution/restoration. CA SDM provides the ability to automatically apply related SLA/OLAs via service types, tracks key outage information in the outage tab, and provides example process flows as Problem and Change Management processes are initiated.. Should this event require You can find more information on Incident Management here: Incident Management - CA Service Management - 17.1 - CA Technologies Documentation , and ITIL content here: Content Pack for ITIL CA Service Desk Manager - CA Service Management - 17.1 - CA Technologies Documentation .
Please let us know if you would like to talk about this further.
Thank you,
Carol