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.