{"id":919,"date":"2020-10-21T09:07:08","date_gmt":"2020-10-21T09:07:08","guid":{"rendered":"https:\/\/fitsed.org\/members\/incident-management\/roles-and-responsibilities-cloned-at-2021-01-07-112947\/"},"modified":"2021-12-15T17:09:04","modified_gmt":"2021-12-15T17:09:04","slug":"roles-and-responsibilities","status":"publish","type":"page","link":"https:\/\/fitsed.org\/members\/problem-management\/roles-and-responsibilities\/","title":{"rendered":"Roles and Responsibilities"},"content":{"rendered":"

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Module 5: Proactive Processes<\/h2>\n
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    <\/ol><\/div>\n

    Problem Management<\/h2>\n

    Some suggestions and guidance to help you assign roles and responsibilities in problem management are shown in the table below. <\/p>\n

    Role<\/p>\n

    Suggested representatives<\/p>\n

    Comments<\/p>\n

    Process owner<\/p>\n

    Person with overall responsibility for problem management, for example:<\/p>\n

    Network managerICT co-ordinator.<\/p>\n

    This is likely to be the person responsible for technical support.<\/p>\n

    Problem manager<\/p>\n

    Person, or people (collectively known as the service desk), responsible for maintaining a log of problems and tracking their progress to resolution.<\/p>\n

    The service desk administrator should fulfil this role. See FITS Service Desk for more details.<\/p>\n

    Problem logger<\/p>\n

    Person, or people, responsible for identifying problems and creating new problem records, for example:<\/p>\n

    TechniciansNetwork manager<\/p>\n

    This role is usually fulfilled by technical staff.<\/p>\n

    Problem resolver<\/p>\n

    Person, or people, responsible for investigating, diagnosing and resolving problems, for example:<\/p>\n

    TechniciansNetwork manager<\/p>\n

    This role is usually fulfilled by technicians although it may be necessary to involve more senior technical staff. Note that the problem resolver must not be an incident resolver in incident management.<\/p>\n

    Roles and functions in the problem management process<\/p>\n

    Service desk to note on the incident sheet that the problem has been passed to problem managementService desk to log, monitor and track the progress of the problemService desk or technician to spot trendsTechnician support to action problems raised from incident managementTechnician support to progress unresolved incidents through the problem management processTechnician assisting with the handling of major incidents and identifying the root causesTechnician preventing the replication of problems across multiple systemsAny additional first line support groups, such as configuration management or change management specialists to be consultedSecond-line and third-line support groups, including specialist support groups and external suppliersUser to keep the service desk informed of any further changes to the state of the affected equipment (sometimes computers start working again when different incidents are resolved).<\/p>\n

    Additional functions that form part of problem management<\/p>\n

    Developing and maintaining the problem control processReviewing the efficiency and effectiveness of the problem control processProducing management informationAllocating resources for the support effortMonitoring the effectiveness of error control and making recommendations for improving itDeveloping and maintaining problem and error control systemsReviewing the efficiency and effectiveness of proactive problem management activities<\/p>\n

    The scale depends on the time required for the Problem Management process<\/p>\n

    Back to Problem Management<\/a><\/p>\n

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    Module 5: Proactive Processes Problem Management Some suggestions and guidance to help you assign roles and responsibilities in problem management are shown in the table below.  Role Suggested representatives Comments Process owner Person with overall responsibility for problem management, for example: Network managerICT co-ordinator. This is likely to be the person responsible for technical support. […]<\/p>\n","protected":false},"author":4,"featured_media":0,"parent":877,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"op_builder_blank","meta":{"footnotes":""},"class_list":["post-919","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages\/919","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/comments?post=919"}],"version-history":[{"count":1,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages\/919\/revisions"}],"predecessor-version":[{"id":2430,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages\/919\/revisions\/2430"}],"up":[{"embeddable":true,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages\/877"}],"wp:attachment":[{"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/media?parent=919"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}