Who should be the owner of the problem record in problem module

[Rushabh]

Hi there, 

I am in a bit of a situation and unable to answer this question and wondering if someone could help or share their perspective and experience.

A problem record is opened against a critical app CI (XYZ) and problem tasks are assigned to respective teams to diagnose the issue and find the root cause. Through some analysis, it is determined that the root issue is not with the critical app it is with a windows server which falls under Infrastructure team's purview and they need to to fix it for XYZ app to be restored. In that case who should be the owner of the problem, CI owner of XYZ app service or the windows server CI owner? 

Also, if I look at it from a service perspective, XYZ app is providing the service and Windows server in this case is an underlying CI which bundled together with other components provides service through XYZ app. I am confused should the owner of XYZ app be the owner of the problem record or the Infrastructure CI owner for the owner of the problem record? 

Any help will be appreciated. Thank you in advance. 🙂

[Patrick Laroch1]

My first choice would be a problem coordinator part of a problem management team responsible for the coordination between teams to resolve problems.

Second choice for me would be the Service offering Support group - they are ultimately accountable for getting the service back up.

Third would then be the support group of the CI.

This is different than Incidents that would first use the Assignment group of CI and go up to the Offering.

[Rushabh]

Hi Patrick! Thank you for your comment. In a service based model, I would agree more with your second point i.e. service offering support group or Service Owner to be specific (please confirm your thoughts on this) with the understanding that the service offering support group/service owner works with other groups (say infrastructure or security) where the issue lies. These groups fix the issue and report back to the Service Owner. 

On the flip side if we have infrastructure defined as a service say Infrastructure services - who is accountable now? Considering infrastructure service is causing issues to a critical financial services application? Any help will be appreciated. 

Thanks