Problem management roles and responsibilities 1 Problem manager. The problem owner manages the overall process for a specific problem. ... 2 Process owner. The process owner is responsible for the overall health and success of the team’s problem management process. 3 Service owner. ... 4 Service desk agent. ... 5 Tech lead. ... 6 Stakeholders. ...
That’s why effective problem management efforts consist of teams operating under clear roles and responsibilities. Team members understand what the roles are, what each person is responsible for, and who is in each role during a problem investigation.
The problem manager may also delegate subtasks to other team members as they see fit. The process owner is responsible for the overall health and success of the team’s problem management process. They oversee evolution and development of the process, as well as team member training and onboarding.
Instead, think of them as designations for a team that comes together to work on a particular problem. The problem owner manages the overall process for a specific problem. They coordinate and direct all facets of the problem management effort, including bringing the right teams, tools, and information together.