Which role focuses on analyzing problems and determining root causes?

The role that focuses on analyzing problems and determining root causes is indeed the Problem Coordinator. This individual typically leads the problem management process, which is critical to IT Service Management. The primary responsibility of the Problem Coordinator includes identifying the root causes of incidents, analyzing patterns of issues, and facilitating the resolution of underlying problems to prevent future incidents.

Problem management is all about understanding what is causing recurring incidents within IT services and taking steps to address those issues at their source. This involves thorough investigation, engaging with various stakeholders, and documenting findings, so the organization can create effective solutions and workarounds. The goal is not just to resolve the immediate issue but to ensure that the same problems do not occur in the future.

In contrast, the other roles have different focuses. An Incident Manager is primarily concerned with restoring service operation as quickly as possible in response to incidents, without necessarily delving into root causes. A Service Owner has overarching responsibility for a specific service and to manage the service’s lifecycle but does not typically focus on problem analysis. Level 2 Support provides more technical assistance to resolve incidents, but their role is reactive rather than proactive in addressing root causes.