Incident manager and problem manager

[Hamza EL JIRARI]

Hello,

In our organisation we are organised by technology (ServiceNow, SAP, Office 365...), each team has its own group, and for each group, the manager of the team is the manager of the group.

I would like to know what is the common used practice in other organisations regarding the incident manager role, is it :

1 - to have one incident manager who is transversal for all the teams

2 - the manager of each team is the incident manager of the group (so one incident manager by group)

3 - combination of both

Same question for the problem manager role.

BR,

Hamza.

[AndersBGS]

Hi @Hamza EL JIRARI ,

from experience, I would say that best practice is, that you have a service management team with dedicated incident manager, problem manager etc.

the benefit of this is, that there is dedicated resources that looks across an organization whit a holistic perspective.

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

Best regards

Anders

[JeremieT · Accepted solution]

Hi @Hamza EL JIRARI 

In our organisation, we have teams organised by Tech Solution (ie ServiceNow, SAP etc) as well.

We have one main Incident Manager (supported by a team of other users who can support and step into the role), who will manage the incidents with the Managers (of the Tech Solution groups) as the Tech Leads. 

I am the sole Problem Analyst/Manager, and I liaise with the Tech Managers to ensure Problems are being progressed to closure. 

Hope that helps.