Problem Manager Roles and Tasks

problem management roles docid\ pkybumrbmo3aeov3mp8u8problem manager tasks docid\ pkybumrbmo3aeov3mp8u8 problem management roles the following users typically work with problem management problem manager docid\ pkybumrbmo3aeov3mp8u8service desk analyst (sda) docid\ pkybumrbmo3aeov3mp8u8problem review board (prb) docid\ pkybumrbmo3aeov3mp8u8 problem manager problem managers are responsible for the following managing the lifecycle of all problems preventing incidents from happening minimizing the impact of unavoidable incidents making temporary solutions (workarounds) available to incident management developing final solutions for known errors performing trend analysis of important services or historical incidents the problem control process aims to handle problems in an efficient way problem control identifies the root cause of incidents and reports it to the service desk problem managers can perform the problem management tasks described in this section while it is possible that other roles provide similar capabilities, there is no guarantee that other roles provide exactly the necessary permissions and capabilities as the problem manager we strongly recommend that you log in as a problem manager before performing the problem manager tasks described here however, in your organization, you might have permissions to work in multiple roles check with your administrator activities of the problem manager include problem identification and recording refer to working with problems and problem management docid\ g61tke9bp1eg2jwude h1 problem investigation and diagnosis identifying underlying causes of incidents and preventing recurrences developing workarounds or other solutions to incidents submitting change requests to change enablement as required to eliminate known problems recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with change enablement, incident management, and configuration management creating tasks to work on the problem resolution refer to creating tasks docid\ m2 gh01jtogxmkya4h7xj problem resolution and closure refer to resolving problems docid\ k7e qwthvycw4tifdiiyh and closing problems docid\ ejoc8swecj trzlx5opzw analyzing historical data to identify and eliminate potential incidents before they occur identifying users to actively monitor and oversee the problem resolution process refer to problem review board (prb) docid\ ntz 00nx8 qd 3hbitixm service desk analyst (sda) service desk analysts can work in problem management as the support staff assigned to complete tasks or resolve problems refer to working on a task docid\ gw45td 4erxtjefedfwzi service desk analysts can also own incidents that are related to problems service desk analysts log potential problems while working on incidents refer to about identifying a problem docid 5b vfzjfhxfrxzbbhvkgd problem review board (prb) any user can be a member of the problem review board problem managers assign individuals to review problems, verify fixes, and manage the entire process if necessary refer to problem review board (prb) docid\ ntz 00nx8 qd 3hbitixm problem manager tasks problem managers research the root causes of incidents, make temporary solutions (workarounds) available, and develop final solutions for known errors problem managers engage in proactive problem management by analyzing trends or historical data of incidents and services the default workspaces for problem managers are social board problem incident change knowledge change calendar report and many more