Problem Manager

The role of Problem Manager is to ensure the goals of the Problem Management process are achieved. The main goal is to minimize the adverse impact of Incidents and Problems on the business that are caused by errors within the IT infrastructure, and to prevent the recurrence of Incidents related to these errors.

ITIL defines a Problem as "the unknown cause of one or more incidents"

The Problem Management process may use the same first four activities of Incident management process (identify, log, categorize, prioritize) but it is of extreme importance to separate Incidents and Problems.

The job

The Problem Manager is a position within the scope of Problem Management ITILv3 process.

This document provides a good description of the position but is not complete for every organization. Adjust as necessary.

Position

Immediate seniors are Service Operations Manager and IT Operations Manager.
Immediate juniors are the IT Operations Management staff triggering the Problem Management process.
"Users" are all users of internal and external IT services.
"Customers" are users of IT services internally in the organization and external paying customers that use the companies IT Services.
"Suppliers" are parties defined by Service Design Supplier Management key process for each IT Service.

Production

Key Performance Indicators (KPIs)

Number of Problems not handled at the present i.e. Open Problems
Problem Response Time - Amount of Problems managed within the time scale defined in the SLA
Percentage of Problems presently being escalated
Planned initial Problem team groups

Metrics

Percentage reduction in the Incidents and Problems affecting service to Customers
Percentage reduction in average time to resolve Problems
Percentage reduction of the time to implement fixes to Known Errors
Percentage reduction of the time to diagnose Problems
Percentage reduction of the average number of undiagnosed Problems
Percentage reduction of the average backlog of 'open' Problems and errors.
Percentage of incidents defined as Problems
Percentage of proactive Problem Management triggers
Percentage of Problems managed through the Problem Management process model
Number of bypasses made
Number of Problem resolved through the Problem Management process
Number of complaints and/or letters of praise
Number of Problems logged
Number of Problems fixed
Number of Problems outstanding
Number of Workarounds added to the KEDB
Number of added Workarounds in KEDB used by Incident Management
Number of Problems solved by initial diagnosis
Number of RfCs sent to Change Management
Number of non-recurring incidents due to fixes
Number of many-to-one incident fixes compared to one-to-one incident fixes
Time between Problem Logging and Problem resolution
Problem cost - Cost based on time used from Problem logging to Problem closure.
Results of customer satisfaction surveys
Hours worked against budget
Resolution times with respect to service level requirements
Hardware, software and help desk support, response and performance

Responsibilities

Event Manager is responsible for:

Tasks

The Problem Manager is responsible for managing the life-cycle of all Problems.
Prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented.
Maintaining information about Known Errors and Workarounds.
The Problem Manager undertakes research for the root-causes of Incidents and thus ensures the enduring elimination of interruptions.
If possible, Workarounds are made available to Incident Management while Problem Management develop final solutions for Known Errors.
Problem Management engages in the avoidance of interruptions (Pro-active Problem Management), i.e. via a trend-analysis of important services or historical Incidents.
Responding to all input regarding unplanned service interruptions from customers and internal IT. Pro-active triggering.
Problem detection and reporting
Logging, categorization and prioritizing of Problems
Providing initial Problem support
Triggering other necessary key processes with defined input
Problem investigation and diagnosis
Problem closure
Problem monitoring and interaction to other processes
Entering workarounds into KEDB while triggering Problem Management (owner of KEDB)
Defining and planning separate procedures for major Problems
Evaluating Problems to determine if they are likely to reoccur
Ensuring adherence to SLA
Ensuring adherence to priority based management based on impact + urgency
Ensuring Problem routing does not meet bottlenecks, escalation must happen as effectively as possible.
Production of management information in relation to agreed SLAs
Making recommendations for Service Improvement Plans
Ensuring the Problem Management process is performed as designed.
Developing a Problem Management process model for the role of Problem Manager.
Ensuring the Problem Management process is fit for purpose.
Ensuring process description meets objectives
Sponsorship, design, and continual improvement of the process and its metrics.
Following the organization's policies relating to employment.

Personnel

Leading and supporting the Problem Management team.
Motivate the employees you are responsible for. Help them thrive in a challenging work environment.
Understanding the full scope of the Problem Management process.
Ensuring that all your co-workers in projects understand and follow all procedures they are involved with.
Ensuring any disagreements with employees have the opportunity to become RfCs.

Reporting

To Process Manager (To ensure optimal process interaction)
To Service Operations Manager (To ensure Problems are managed in relation to the Problem Management process description)
To Service Owner (To improve all Problem Management decisions)
To Service Operations Management (For Problems needing escalation)
To ITSG (To ensure all IT goals are aligned to business goals)

Authority

Service Design design time scales (Problem response and resolution targets within SLA).
Service Design designs Problem Models with pre-defined activities. Any changes to these activities must be transitioned.
Problems outside the scope of the SLA are escalated to the Service Operations Manager.

Resources

Internal resources

The Problem Manager has internal resources available as defined by the organization for process owners.

External resources

The Problem Manager has external resources as appropriate to ensure the fulfilment of the objectives of the Problem management process.

Qualifications

It is expected that the Problem Manager has the competence required to competently manage the Problem Management ITILv3 process.

It is expected that he/she constantly acquires knowledge necessary to continually manage the Problem Management ITILv3 process better so that expectations are continually met.

Advancement

As Problem Manager you have the possibility to apply for positions as Service Operations Manager and other key positions in the Operations life cycle phase. You are also encouraged to apply for other positions in Application and Technical Management.

Problem Manager

From IT frameworks

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