1. In a computer system network arrangement, a method for automating alert decision-making for events not automatically handled by an event decision-maker in an event management system comprising the steps of: determining whether an event can automatically be handled by the event decision-maker in the event management system wherein an event that cannot be handled raises an alert; in response to a determination that an event cannot automatically be handled by the event decision-maker, receiving an alert decision request at a system operator console; sending from said operator console said alert decision request to an alert decision-maker to make an alert decision; associating the received alert decision request from the system operator console to a generic conceptual data model of alert request and alert resolution and using a set of inference rules to construct a personalized model related to said computer system network arrangement in response to the alert decision request; and using an alert knowledge database to derive a set of actions to be taken to manage the alert.
2. The method of claim 1 including the further step of using further sets of inference rules to generate information identifying the received alert as an instance of said personalized model and to enrich the identified alert with contextual information relevant to an operator at said console including system components to provide at least a target service level.