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ITIL :: View topic - Incident/Problem Manager - Question
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Incident/Problem Manager - Question

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Joined: Jan 02, 2013
Posts: 1

PostPosted: Wed Jan 02, 2013 7:34 pm    Post subject: Incident/Problem Manager - Question Reply with quote

Hi All,

Quick question

Iím responsible for recruiting an Incident Manager role, however the Problem Manager is not under my remit as Service Delivery Manager. I understand the differences between Incident and Problem but what are the main concerns regarding Incident and Problem Manager having the same role (1 person). I know ITIL suggests they should be separate roles but I know for a fact we donít get that many major incidents to keep the Incident Manager busy full time, whatís the issue if I employee an Incident/Problem Manager (1 person) if the successful applicant fully understands the role and responsibilities of both functions?

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Joined: Jan 21, 2010
Posts: 9

PostPosted: Sat Jan 05, 2013 1:23 am    Post subject: Reply with quote

There may come a time when they are conflicted with themselves.

Incident managers want to triage and get the service up and running regardless of how it's done.

Problem managers are not as reactive. They want to delve in deeper and rather than just "restarting" the service, they would look want to capture log files and try to figure why it happened in the first place.

It probably can be done with one person, but then how effective will your Incident or Problem management be in the end.
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Joined: Jan 29, 2013
Posts: 1

PostPosted: Wed Jan 30, 2013 2:25 pm    Post subject: Reply with quote

While its recommended that we have 2 different individual performing Incident & Problem Management Role, its not always feasible in given team for various reasons .... most common being "available FUNDING". In such cases its not uncommon to have same person acting as Incident Manager / Problem Manager.

I & another Member of my team, acted as Incident/ Problem Manager for last year. We wanted to have backup for each other and available funding was only for 2 FTEs Smile
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Joined: Jan 29, 2014
Posts: 14
Location: Delhi, India

PostPosted: Sat Feb 08, 2014 7:33 pm    Post subject: Incident manager Reply with quote

I am performing the role of Incident manager also in my current job and my primary roles are:
1. Responsible for approving the incident to S1/P1 which involves downtime of environment.
2. Informing to customers and top executives regarding any outage and backup plans.
3. Owning the responsibility of top ten customer incidents and track the progress daily.
So many more...
~ Share the knowledge
Madhava Verma Dantuluri
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