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Activities of the Problem Manager include:
Problem identification and recording.
Problem investigation and diagnosis.
Identifying underlying causes of incidents and preventing recurrences.
Developing workarounds or other solutions to incidents.
Submitting change requests to change management as required to eliminate known problems.
Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with change management, incident management, and configuration management.
Creating tasks to work on the problem resolution.
Problem resolution and closure.
Analyzing historical data to identify and eliminate potential incidents before they occur.
Identifying users to actively monitor and oversee the problem resolution process.
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