Roles and responsibilities

There are four key roles when it comes to problem management: process owner, process manager, process practitioner, and problem owner. As discussed in Chapter 5, there are common responsibilities for every process owner and process manager. There are some key responsibilities that the problem management roles need to consider. For the problem management process owner, this role needs to work very closely with the change, incident, and request process owners so that it can document the policies related to prioritization and categorization. Putting together a consistent policy for prioritization and categorization of service management will be critical for maintaining the relationships between these processes. In addition, the problem management process owner needs to establish the right metrics based on the maturity of the process and the capabilities of the technology to provide the data for the metrics. It will be very important for the process owner to...