Problem Manager's job

Discussion on issues related directly or largely to ITIL problem management.
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Leodams
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Mon Mar 04, 2013 6:18 am

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


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Leodams
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Mon Mar 04, 2013 11:07 am

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
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incrediblejay
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Wed Mar 06, 2013 11:58 am

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?
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UKVIKING
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Thu Mar 07, 2013 2:47 am

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
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Leodams
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Thu Mar 07, 2013 11:18 am

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
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UKVIKING
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Thu Mar 07, 2013 2:23 pm

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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