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If an organization decides to implement a proactive problem management strategy, then repeat incidents can be avoided and potential negative effects can be eliminated.The results of these efforts are improved quality and reliability of the services and solutions for users.
The problem manager is responsible for analyzing incident trends, identifying repeat incidents and determining where the application of problem-solving efforts will reap the biggest benefits for the organization.
A problem manager works throughout the entire organization, leveraging other resources for knowledge, skills and assistance in the diagnostic process.
The problem manager identifies, prioritizes and assigns responsibility for problems and then manages them through the entire process to solution.
A key part of the role is creating and managing a knowledge base to maintain the information about known errors and workarounds for the service desk and self-service portals to use.
The problem manager has a critical responsibility for managing and mitigating organizational risks.
Major incidents can have a huge impact on the reputation and financial performance of an organization while minor incidents can significantly decrease the organization’s productivity. The problem manager is responsible for understanding the potential technical issues the company may encounter, assessing likelihood and impact to understand the overall risk exposure and to develop an appropriate set of remediation plans.
There is often confusion about a problem manager’s day-to-day activities.
The problem manager is not there to solve problems.
A problem manager is not there to solve the problems; he or she prioritizes, delegates and manages the lifecycle of the problem.
In a larger organization, a dedicated problem management team may be able to share the workload of analysis and queue management.