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Posted: Mon Mar 04, 2013 9:18 pm Post subject: Problem Manager's job
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
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?
Joined: Sep 16, 2006 Posts: 3110 Location: London, UK
Posted: Thu Mar 07, 2013 5:47 pm Post subject:
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
Joined: Sep 16, 2006 Posts: 3110 Location: London, UK
Posted: Fri Mar 08, 2013 5:23 am Post subject:
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
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