Strengthening the operation of the incident management processes of a major banking institution


In the summer of 2017, our team assisted a major Financial and Banking Institution in Montreal in strengthening the operationalization of its Incident Management and Problem Management processes as part of the operation of its IT services.

This project mobilized a dedicated squad of two expert Advisors over a period of approximately 6 months and during which more than 1200 hours of effort were deployed. We took care of coordinating the stakeholders and managers of twenty or so multidisciplinary teams towards exceeding their objectives through our Continuous Improvement Methodology based on the Best Practices of the industry.

Our main deliverables were : 

  • Setting up a Community of Practice
  • Assess the maturity of the process
  • Customed recommendations report;
  • Short, medium and long-term action plan, including quick wins
  • Project tracking documents


  • Upgrade of service trees [ see ]
  • Improving the problem management process [ see ]
  • Documenting standardized incident management process        [ see ]
  • Documenting standardized problem management process        [ see ]

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