Documenting the standardized problem management process


In 2015, our team drafted a Problem Management Process Guide for our clients. The Guide presents all the activities of the process and respects the ITIL V3-2011 reference framework. The processess were verified with ITChapter, an Axelos partner in Canada.

The Guide includes the following elements : 

  • Presentation of basic principles and definitions 
  • Details of the roles involved in the process 
  • Presentation of the high level flowchart 
  • Presentation of detailed activities and roles involved through standardized procedures 
  • Summary table of activity breakdown by role : RACI

The Guide is now part of our in-house standardized tools.


  • Design of an IT service management process for a large bank using ITIL V3 framework [ see
  • Documenting standardized incident management process        [ see ]
  • Documenting standardized change management process         [ see ]
  • Documenting standardized production management process   [ see ]
  • Documenting standardized service request management process [ see ]

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