👥 People & Roles — Problem Management
Core Roles
Problem Manager
- Owns the Problem Management process
- Triages new problem records and assigns investigators
- Chairs problem review meetings
- Monitors the Problem Register for overdue items
- Interfaces with Incident Management to identify recurring patterns
- Reports problem KPIs monthly to ITSM leadership
Problem Investigator (Technical Analyst)
- Conducts root cause analysis using agreed techniques (5 Whys, Fishbone)
- Documents investigation findings in the problem record
- Identifies and documents workarounds
- Proposes permanent fixes via Change Requests
- Creates KEDB entries for confirmed known errors
Known Error Manager
- Governs the Known Error Database (KEDB)
- Ensures workarounds are accurate, tested, and up to date
- Communicates known errors to Service Desk for proactive user communication
- Archives known errors once permanent fix is confirmed
Incident Manager (interfacing role)
- Identifies incident patterns that warrant a problem record
- Provides incident data, frequency, and impact statistics to Problem Manager
- Uses KEDB workarounds to reduce incident resolution time
Change Manager (interfacing role)
- Receives Change Requests from Problem Management for permanent fixes
- Prioritises problem-driven changes appropriately in the change schedule
RACI Matrix
| Activity | Problem Mgr | Problem Investigator | KE Manager | Incident Mgr |
|---|---|---|---|---|
| Identify problem (reactive) | A | I | I | R |
| Identify problem (proactive) | R | C | I | C |
| Assign & prioritise problem | A | I | I | C |
| Root cause investigation | C | R | I | I |
| Workaround definition | C | R | A | I |
| KEDB entry creation | I | R | A | I |
| Change Request for fix | A | R | I | I |
| KEDB maintenance | I | C | A/R | I |
| Problem closure | A | R | C | I |
| Trend reporting | R | C | I | C |
R = Responsible · A = Accountable · C = Consulted · I = Informed
Downloadable Resources
| Resource | Format | Download |
|---|---|---|
| RACI Matrix | Word | ⬇ Download |
| Problem Register | Excel | ⬇ Download |
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