Steering procedures to solve complex major problems in the task area. Analyzing potential or existing incidents (root cause analysis) within the scope of the problem management process. Defining and tracking appropriate measures and developing workarounds to avoid the recurrence of incidents. Defining and placing requests for change. Communicating and transferring information to all stakeholders, including management, and, if necessary, initiating escalation procedures. Functionally steering all relevant service providers. Designing, implementing and checking quality assurance measures. Being involved in strategic design requirements related to the problem management process. Practicing knowledge management.