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The manager has authority to manage Problems effectively through investigation and resolution. The Problem Manager is responsible for practice design and for the day to day management of the practice.

The Problem Owner is responsible for ensuring that all activities defined within the practice are undertaken and that the practice achieves its goals and objectives. RACI Matrix for Problem Management Practice Practice Roles Described Role The stakeholder(s) who must be notified of the activity step. The expert(s) providing information for the activity step. The single owner who is accountable for the final outcome of the activity. The RACI model stands for 4 main practice activity roles as follows: RACI The RACI model specifies that only one role is accountable for an activity, although several people may be responsible, consulted, and informed for parts of the activity. It is also helpful in clarifying the staffing model necessary for operation and improvement.

Problem Management is also responsible for ensuring that the resolution is implemented through the control procedures of Change and Release Management.Ī RACI Matrix, also known as Responsibility Assignment Matrix (RAM), clarifies to all involved with a practice which activities each person, group, or team is expected to fulfill.

Although Incident and Problem Management are separate practices, they are closely related and will typically use the same tools, and may use similar categorization, impact and priority coding systems.

Problem Management includes activities required to diagnose the root cause of Incidents, to determine the resolution to these causes, and to provide appropriate workarounds so that the organization is able to reduce the impact of Incidents while the Problem still exists.

Minimize the impact of Incidents that cannot be prevented.

Prevent Problems and resulting Incidents from occurring.The primary goal and objectives of Problem Management are to:

Problem Management works together with Incident Management and Change Management to ensure that IT service availability and quality are increased by managing and removing defects (bugs) from the IT infrastructure. A Problem is described as the unknown cause of one or more Incidents.