Best Practices for Event Management ITIL in JIRA

[Christina Schreiber]

Hi,

I am looking for some information on the Event Management ITIL process and some best practice information for the JIRA ticketing tool.

I have located information for Change and Incident management but nothing on the Event Management - monitoring alerting side.

Thank you

[oliviarose]

Implementing ITIL-based Event Management in JIRA requires a smart integration approach, as JIRA alone doesn’t natively support event monitoring. The key is to connect it with a reliable monitoring tool such as Zabbix, Datadog, or Opsgenie to automatically create event tickets when specific alerts are triggered. These tickets should follow a separate workflow from incidents, as events are early warnings that may not yet impact service.

Best practice involves setting up automation rules to capture only meaningful alerts,  those requiring human action and categorising them with custom fields like Severity, Source, and Correlation ID. This ensures teams can identify recurring issues and take preventive measures before they escalate into incidents. Establishing an event triage process also helps filter noise, keeping the system efficient and actionable.

For teams seeking to streamline ITIL processes and improve event monitoring within JIRA, Bright Sparks offers expert guidance and integration support. Their tailored IT solutions focus on designing intelligent workflows, automating alert handling, and aligning tools with ITIL best practices. With the right configuration and monitoring strategy, Event Management in JIRA can become a proactive and data-driven part of service stability.

[Karim Abrik]

Okay, let's say, we use Zabbix and I want meaningful events (events to which human action is required) from Zabbix or any other system-monitoring tool to create an event ticket in Jira, is this possible. An event ticket should have a different workflow than an incident, because the event, is not an incident yet and when handled properly, will never become an incident.

[Ana Retamal]

Hi @Christina Schreiber, welcome to the Community!

We have some pages for Jira Service Desk where you can find best practices regarding ITIL methodology, unfortunately, as you already found out Jira does not offer the possibility to monitor and manage events. You'll need to integrate it with some third-party application, like for example https://www.zabbix.com/integrations/jira.

Alternatively, you can also use Opsgenie. I'm not very familiar with this product yet, but you can find more information at Opsgenie. Let us know if you have more questions about it and we'll be happy to continue helping you.

Best regards,

Ana

[Christina Schreiber]

Thanks Anna, appreciate the reply.

I will review the articles and get back to you.

Christina