SmartSuite for the Incident and Problem Manager
The Incident and Problem Manager owns restoration and prevention: coordinating major incidents to resolution, running post-incident reviews, and managing problems through root cause analysis, known errors and permanent fixes. They report incident trends and problem backlog to IT leadership.
What you own
- Coordinate major incidents and communications to resolution
- Own the incident process, priorities and escalation
- Run post-incident reviews and track actions
- Manage problem records, root cause analysis and known errors
- Drive permanent fixes through change
- Report incident trends and problem backlog
Where the role sits
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Reports to
Direct reports
Works closely with
GRC processes
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Owns
accountable for the process
Touches
contributes or approves
Depends on
consumes its output
How SmartSuite helps, suite by suite
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How they use SmartSuite
How they use the IT Service Management suite
Root cause tracking
Centralizes RCAs with full traceability to incidents, changes, and assets.
Trend analysis
Surfaces recurring issues through dashboards and historical patterns.
Proactive resolution
Automates known error documentation and problem-prevention workflows.
How they use SmartSuite
Suites that serve this role
Products this role uses most
How SmartSuite supports this role
Incident. Coordinates major incidents with timelines, tasks, stakeholder updates and post-incident review actions.
Problem. Manages problem records with root cause analysis, known errors and linked incidents and changes.
Change. Raises changes for permanent fixes and tracks them to deployment.
Reporting. Reports incident trends, MTTR and problem backlog to IT leadership.
Industry reference
ITIL 4's incident management and problem management practices define the role, with ISO/IEC 20000-1 requiring both processes and COBIT 2019's DSS02 and DSS03 setting the control objectives. Regulators look at the record: DORA requires major ICT incidents to be classified and reported on staged timelines, NIS2 requires early warning within 24 hours, US banks must notify regulators within 36 hours, HIPAA requires security incident procedures and FedRAMP requires incident reporting for authorised systems.
In their words
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