Role: 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.
Extends: Process Manager
Role Sets: Problem Management Roles
Relationships

Assess Process ExecutionAssess Process FrameworkAssign Process Responsibilities to OrganizationsAudit ProcessCategorize ProblemClose ProblemCollect FeedbackCommunicate and Deploy FrameworkCommunicate Service Improvement OpportunityCommunicate to StakeholdersComplete EvaluationCreate Project ProposalsCreate Service Improvement InputDefine Measurements and ControlsDetermine Business ImpactDetermine Course of ActionDetermine Process Data RequirementsDetermine Process ProceduresDetermine Process Relationships to Other ProcessesDetermine SeverityIdentify Process Roles and ResponsibilitiesIdentify Records of InterestIdentify Recurring IncidentsInitiate Closure of Related IncidentsNotify Concerning ActionPrioritize ProblemProduce Process MeasurementsRecommend InitiativesRecord and Perform ActionResearch Trends and Best PracticesReview Existing DocumentationReview Major ProblemReview ProgressScan Status of Problem and Known Error RecordsKnown ErrorsMajor Problem Review ResultsProblem AnalysisProblem InformationProblem Management EvaluationProblems and Known ErrorsProblems and Known Errors ReportsProblem_Manager
Modifies
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
Key Considerations
See the Process Administrator and Process Owner roles.

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