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  5. Roles and Responsibilities

Problem Roles and Responsibilities

Process Owner

The Problem Process Owner is accountable for the design and maintenance of the lifecycle of the Problem Management process. This role ensures that the process is followed and ensures

that process training is provided for those executing Problem Management activities.. Together, the Process Owner and Managers will maintain continual improvement for the Problem Management process.

Some specific responsibilities are:

Conducts reviews of the Problem Management process and participates in Major Incident Problem reviews

  • Monitor and review the execution of the process at a high-level, ensure it remains consistent with the organization’s current culture and ITSM strategy and ensures coordination with all other ITSM and IT Infrastructure Management processes.                
  • Provide the description, mission statement, roadmap, strategy, process objectives and metrics to measure success and obtain formal approval for the process and its associated procedures.

Process Manager

  • Meet with Problem Owner to review process and procedures
  • Accountable for the formal closure of all Problem records for their support area
  • Identifies and defines critical success factors, and KPIs
  • Reviews After Action Reports

Process Coordinator

The Problem Coordinator is generally a service owner or team designee who drives a specific problem through the life cycle of the Problem Management process.

  • Escalate and communicates up the management chain
  • Completion of AAR as deemed necessary
  • Communication to impacted users
  • Gatekeeper of all Know Errors for their particular area

Process Analyst Assignee

This role ensures that the process is used correctly at the team level. They will perform problem investigations, identify fixes or workarounds, document known errors, and perform proactive problem trending (where applicable).  This is a member of the Problem Owning group.

Some activities conducted by this role include:

  • Incident matching
  • Identifying root cause
  • Serving as a point of contact for SME (support groups)
  • Validating workarounds and permanent solutions

Process Owning Group

The actual problem solving is likely to be performed by one or more technical support groups (SMEs) and/or suppliers or support contractors. The Problem Owning group provides the SME resources for helping the Problem Analyst Assignee solve the problem.

Problem Management