Problem Management Roles

The following roles (or actors) are available in the Problem Management process app.

Problem Manager – This role is responsible for ensuring the efficiency and effectiveness of the Problem Management process. Other duties include:

Initiate proactive Problem Management initiatives
Provide for continuous service improvement for Problem Management
Monitor the quality and usefulness of problem records and known error information
Produce KPI reports for management review
Maintain the Problem Management system
Collaborate with other Service Manager processes such as Incident Management, Change Management, and Configuration Management

Problem Specialist – This role is for technical SMEs and advanced support staff responsible for problem investigation and diagnosis. Duties include:

Perform investigation and diagnosis to determine the root cause of a problem
Identify, record, and update known error records
Identify incident trends that might be caused by a technical error

Problem Staff – This role provides information to problem management staff as needed, including technical and business related details.

Problem Submitters – This role submits problems and provides incident details to Problem Management staff.

PM Administrator – This role is responsible for administering Problem Management, such as assigning users to roles or addressing SBM issues.

Problem Viewers – This role enables users to view problems and their history.

View Only - This role can view items.

Dashboards - This role can run guest-level reports.