Problem Management

5     Organizing for problem management

In this chapter we will describe the roles specific to the problem management process. We will also explain and provide a problem management RACI model – an authority, responsibility and communication matrix often used to map roles and responsibilities in relation to a process and its activities. We will end the chapter by talking about different organizational models for allocating staff for the performance of problem management activities.

There are three primary roles that support problem management. For each of these roles we will provide a description, a listing of their responsibilities, the skills and knowledge needed and suggested training. In addition to the three primary roles there are several ...