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IT Problem Management by Gary Walker

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9.4. Key Roles and Management Teams

The responsibilities of the coordinator are to establish and maintain the service metrics, chair the problem review team and supporting processes, and ensure problem management processes and communications are running efficiently. The key objectives are to

  1. Identify and resolve problems that affect the performance of the service center.

  2. Resolve tickets in exception status.

9.4.1. Ticket Exception Review Team

A team with responsibility for ticket exceptions should meet daily or, at least, weekly, depending on volume, to ensure that a backlog of open tickets does not grow out of control. The team is responsible for review of all requests in exception status. Tickets in exception status are requests that are still ...

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