From the course: IT Service Management Foundations: Problem Management
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Roles and responsibilities - ITIL Tutorial
From the course: IT Service Management Foundations: Problem Management
Roles and responsibilities
- [Instructor] If you've ever had a task slip through the cracks because everyone thought someone else should be responsible for it, then, you know, all too well the pain of not having clearly defined roles and responsibilities. Here, I try to help you avoid this problem by giving you basic definitions to help make sure everyone on your team has a specific focus. Problem management can be split into three roles or hats. These hats are usually worn by different people, depending on the needs of the moment, or sometimes in large organizations they can even be permanently assigned. Typically we see a Problem Director, a Problem Manager, and a Problem Coordinator. The role of the Problem Director, is to ultimately set the direction of continuous improvement operations for the organization or product line they oversee. In this role, the Problem Director is responsible for approving and presenting the various business cases…
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