Problem-Solving Groups

Problem Manager

Problem Management roles

Request Fulfilment roles

Initial handling of Service Request s will be undertaken by the Service Desk and Incident Management staff.

Eventual fulfilment of the request will be undertaken by the appropriate Service Operation team(s) or departments and/or by external suppliers, as appropriate. Often, Facilities Management, Procurement and other business areas aid in the fulfilment of the Service Request. In most cases there will be no need for additional role s or posts to be created.

In exceptional cases where a very high number of Service Requests are handled, or where the requests are of critical importance to the organization, it may be appropriate to have one or more of the Incident Management team dedicated to handling and managing Service Requests.

The following roles are needed for the Problem Management process.

There should be a designated person (or, in larger organizations, a team) responsible for Problem Management. Smaller organizations may not be able to justify a full-time resource for this role, and it can be combined with other roles in such cases, but it is essential that it not just left to technical resources to perform. There needs to be a single point of coordination and an owner of the Problem Management process. This role will coordinate all Problem Management activities and will have specific responsibility for:

• Liaison with all problem resolution groups to ensure swift resolution of problem s within SLA targets
• Ownership and protection of the KEDB
• Gatekeeper for the inclusion of all Known Error s and management of search algorithms
• Formal closure of all Problem Record s
• Liaison with supplier s, contractors, etc. to ensure that third parties fulfil their contractual obligations, especially with regard to resolving problems and providing problem-related information and data
• Arranging, running, documenting and all follow-up activities relating to Major Problem Review s.

The actual solving of problems is likely to be undertaken by one or more technical support group s and/or suppliers or support contractors – under the coordination of the Problem Manager.

Where an individual problem is serious enough to warrant it, a dedicated problem management team should be formulated to work together in overcoming that particular problem. The Problem Manager has a role to play in making sure that the correct number and level of resource s is available in the team and for escalation and communication up the management chain of all organizations concerned.

Дата добавления: 2014-12-23