Problem Coordinator: Responsible
for reviewing problem trends and proactively taking actions to identify
problems and remove errors for a department or business unit
1.
Developing and maintaining
the problem control process
2.
Reviewing the efficiency
and effectiveness of the problem control process
3.
Producing management
information
4.
Allocating resources for
the support effort
5.
Monitoring the
effectiveness of error control and making recommendations for improving it
6.
Developing and maintaining
problem and error control systems
7.
Reviewing the efficiency
and effectiveness of proactive problem management activities
8.
Service Desk to indicate
that the problem has been passed to problem management
9.
Problem management to log,
monitor and track the progress of the problem
10.
Service Desk or technical
staff or the problem manager/process owner to spot trends in incidents
11.
Problem management to
action problems raised from incident management
12.
Problem management to
progress unresolved incidents through the problem management process
13.
Problem management to
assist with the handling of major incidents and identifying the root cause
14.
Technical staff to
actively prevent the replication of problems across multiple systems
15.
Configuration management
or change management specialists to be consulted
16.
Second line and third line
support groups, including specialist support groups and external suppliers, to
provide expertise
No comments:
Post a Comment