Assigning Problem Coordinator to a group that has ITIL assigned

[JoAnne Johnsen]

Can you think of any reason that a group is assigned the ITIL role should also be assigned the Problem Coordinator role?  What if/any additional functionality does the Problem Coordinator role offer that is not covered by the ITIL role?

[AndersBGS]

Hi @JoAnne Johnsen ,

Please find the below points

The Problem Coordinator user role has the following responsibilities:

• Periodically perform analysis to see if new problems need to be registered.
• Register problems.
• Assign work to Problem Analysts and coordinate root cause analysis.
• Register known errors.
• Inform Problem Manager.
• Assign known error to Problem Analyst.
• Validate proposed solutions to known errors.
• Validate outcome of closed changes and close known error.
• Validate that a problem is solved.

ITIL roles are used to define responsibilities. In particular, they are used to assign owners to the various ITIL processes, and to define responsibilities for the activities in the detailed process definitions.

refer below link for more details

ITIL roles and responsibilities

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[JoAnne Johnsen]

Thank you for your quick response.  The responsibilities seem more process oriented.  Is there ServiceNow functionality that a user with the Problem Coordinator role has that the ITIL role does not.