Page 365 - ITIL® Foundation 3.15

Problem Management Roles and Responsibilities
Problem Manager
• Responsible for Problem Management goals and effectiveness
• Liaison with all problem resolution groups to ensure swift problem
resolution
• Ownership and protection of the KEDB
• Gatekeeper of KEDB search algorithms
• Close Problem Records
• Liaison with suppliers and contractors to ensure fulfillment of contractual
obligations
• Co-ordinates and leads Major Problem Reviews
Problem-Solving Groups
• May be technical support groups and / or suppliers
• Coordinated by Problem Manager
• Dedicated problem team created for serious problems
• Problem manager responsible for support of problem teams
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