Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: LKuester
New Today: 37
New Yesterday: 64
Overall: 148290

People Online:
Visitors: 47
Members: 1
Total: 48 .

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - Problem Manager's job
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Problem Manager's job

 
Post new topic   Reply to topic    ITIL Forum Index -> Problem Management
View previous topic :: View next topic  
Author Message
Leodams
Newbie
Newbie


Joined: Mar 04, 2013
Posts: 3

PostPosted: Mon Mar 04, 2013 9:18 pm    Post subject: Problem Manager's job Reply with quote

Hi all,

I would like to know Problem Manager's Job. because they proposed me to work as Problem manager.
I already read ITIL Process for problem manager but concretely, what do you do ?

Do I need a lot knowledge on the infrastructure technical ?
should I work with the expert technical to resolve the problems ?

Could you describe me a typical day a problem manager

Thanks
Back to top
View user's profile
Leodams
Newbie
Newbie


Joined: Mar 04, 2013
Posts: 3

PostPosted: Tue Mar 05, 2013 2:07 am    Post subject: job of problem manager Reply with quote

Hi all,

I need more information about the role of problem management.

I'll begin my job as problem manager soon and I would like to know what do you do concretely?

Do I need a lot of technical knowledge on the infrastructure for resolve the occurence problem ?

Should I work with the support specialist of critical application for improve the process ?

how much I can ask as salary ?
Could you please answer me quickly
Back to top
View user's profile
incrediblejay
Newbie
Newbie


Joined: Mar 06, 2013
Posts: 2

PostPosted: Thu Mar 07, 2013 2:58 am    Post subject: Reply with quote

As Problem Manager, you will be expected to handle all Problems - which are incidents that affect multiple people or incidents that occurs repeatedly.

You will primarily work with Subject Matter Experts to solve the problem and you will be expected to finish a Major Problem Review document after each problem is successfully solved, or if a workaround is found.

I'd hope they will send you for some sort of ITIL training before assigning you to that position. What kind of ticketing system do you use?
Back to top
View user's profile
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3318
Location: London, UK

PostPosted: Thu Mar 07, 2013 5:47 pm    Post subject: Reply with quote

Unfortuately, IncredibleJay got the roleof the PM incomplete

Problem Management is the discipline to find the unknown root cause of a problem
A problem is the unknown root case of an event (s) that has results in an incident.

The PM process will have a criteria on what will define what the PM Team will accept as a Problem record candidate

The IM mgmt / staff (Service Desk) will submit PR candidates to the PM team - who will either accept them or not.

Just because an incident happens mutliple times does not mean it is a problem - it is merely a recurring incident.

The PM Team would consist of a manager - Leodams (your role) and PM Team - who are specialist - good experienced people - in the areas that PM would be used for.

The PM mgr would manage the number of problem record candidates, help manage the assignment of work and manage the lifecycle of the PM team's work.

PM unlike IM is not time based... it is results based.
It may take days weeks months years decades etc to get to the or a root cause. And then once the root cause is found, then there is the solution to be determined and of course tested and then deployed to production via Change management

NOTE: A solution deployed may not solve the incident as there may be more than 1 cause

IJ is correct that you need ITIL Training - beyond Foundation and more concentrated on Problem mgmt area

I am quite surprised the company is assigned or you are taking a role to which you have no experience or knowledge about. Either the company has no clue - either or there are other reasons this role is being dropped on you
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
Leodams
Newbie
Newbie


Joined: Mar 04, 2013
Posts: 3

PostPosted: Fri Mar 08, 2013 2:18 am    Post subject: What everage for Salary Reply with quote

Hi,

Thanks you for your answers, but my question what average salary for PM ?

it's very Important because they proposed me 36000K /years.
I'll have a lot of travel to Morocco, Belgium and Netherlands
Back to top
View user's profile
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3318
Location: London, UK

PostPosted: Fri Mar 08, 2013 5:23 am    Post subject: Reply with quote

Do not know an avergae salary is for the role

1 - it depends on the sizeof the company
2 - it depends on the company in question

It frankly depends

However 36000K euros is not a lot of money to me as that is before taxes etc

If you are doing a lot of travel - even for the company... that will seem like peanuts
As a conslutant, and as a Change Manager, my day rate - was between 200 and 500 GBP per day

Which is about 30 to 40 % over what I was make on the low end as I did 6 - 8 years ago a Full time person

You need to check the job boards - such as Job Server etc

In truth, the pay is always go ing to be a) what the market / company / indivudal will accept against b) what the company is wiling to pay
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> Problem Management All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.