Problem Manager : who is the overall in-charge of the Problem Management process and is responsible for:
Developing and maintaining the process
Assessing effectiveness of the process
Managing the Problem Support staff
Providing MIS to management
Allocating resources to the Support activities
Support Groups : Are the Support Group Personnel who help the Problem Manager in Reactive and Proactive Problem Management through
Identifying and recording problems
Advising Incident Management team about workaround and fixes
Identifying trends and potential sources of problems
Submitting RFCs to prevent the occurrence
Prevent the replication of problems to multiple systems