Role Descriptor: Problem Manager

The Problem Manager is responsible for the quality and integrity of the process Problem Management. He/she is the interface to the other process managers. The Problem Manager is the focal point for escalation, too.

Relationships

Performs: Close Problem Communicate Service Improvement Opportunity Initiate Closure of Related Incidents Review Major Problem	Responsible for: Major Problem Review Results Problems and Known Errors
Additionally Performs:	Modifies: Major Problem Review Results Problem Problems and Known Errors Service Improvement Input Stakeholder Notification

Main Description

Responsibilities

Ensures post-review of major problems
Ensures reactive and proactive management of IT problems and known errors
Coordinates efforts of all Problem Analysts, including suppliers and external teams, to ensure timely resolution of problems
Closes all problem records
Owns the Known Error Database and ensures its maintenance
Carries out the Process Manager responsibilities for the Problem Management process

Properties

Multiple Occurrences
Optional
Planned

Key Considerations

See the Process Administrator and Process Owner roles.