Which role is primarily responsible for resolving long-term issues related to IT services?

The role primarily responsible for resolving long-term issues related to IT services is the Problem Manager. This position focuses on identifying the root causes of recurring incidents and finding permanent solutions to prevent these issues from happening in the future. Problem Managers analyze data and trends to detect patterns that indicate underlying problems, thereby prioritizing efforts to resolve them effectively and efficiently.

They work closely with other ITSM roles to gather information and assess the impact of the problems on IT services. Their initiatives often lead to improvements in service quality and decreased incidents over time, which is essential for maintaining effective and reliable IT services. This preventive aspect distinguishes the Problem Manager's function from other roles like Incident Manager or Service Desk Agent, which primarily focus on immediate responses and resolutions to incidents rather than dealing with the broader issue of underlying problems in services.

Understanding the importance of the Problem Manager's role can help organizations implement better ITSM practices, leading to a more stable IT environment.