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For Infrastructure & Operations Professionals

Problem Manager: A New IT Service Management Role

The Key To A Proactive IT Service Organization

March 28, 2008

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  • By Eveline Oehrlich
  • with Galen Schreck,
  • Simon Yates,
  • Peter O'Neill,
  • Rachel Batiancila

Why Read This Report

In many IT organizations, the same problems keep occurring, but they never get fixed properly or identified as known errors. Even if you have fully automated IT management, you still need a person who can comprehend dependencies and has the ability to see through the mess to identify and resolve problems that cause recurring incidents. Your problem manager should have ownership of identifying, resolving, and tracking the problems and processes of problem management. The very nature of ownership is a problem in IT, as every team has ownership of their own subject matter but not for a problem reaching above and beyond organizational boundaries.

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