Role: Problem Queue Manager
The problem queue manager coordinates the work of problem analysts, who perform activities within the different process steps.
Extends: Queue Manager
Role Sets: Problem Management Roles
Relationships

Problems and Known ErrorsProblem_Queue_Manager
Main Description

Responsibilities

  • Monitors the assigned queue of problems
  • Manages resource allocation
  • Assigns and reassigns problems in the queue
  • Provides feedback to the Incident Management process regarding routing errors
Key Considerations
This role is optional; within small organizations there is no need to use a queue manager.  This role may handle some of the responsibilities of the Problem Manager regarding the management of the set of active problems.

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