• Design of an IT service management

Design of an IT service management process for a large bank using the ITIL V3 framework


From July 2009 to July 2010, we developed and documented multiple processes for a large Montreal banking company, including access and identity management, supply and IT contract management and request management. All of these processes respected the ITIL V3 framework.

Point by point our mandate was :  

  • To identify and document and analyze existing IT processes as well as operational targets as part of the bank's transformation program
  • To identify operational and organizational impacts
  • To create a description of the target organizational structure
  • To develop a roles and responsibilities matrix
  • To create a report summarizing our recommendations


  • ITIL V3 process definition support [ see ]
  • Implantation of a method for defining service levels according to ITIL V3 [ see

Here are some examples of tasks undertaken as part of this mandate :

  • Meeting and conducting information gathering interviews with stakeholders
  • Identifying, analyzing and BPMN mapping current processes - identification of the tools and systems used
  • Providing full documentation of analyzed processes including maps of the various required processes and associated procedures
  • Providing complete documentation of target process and recommendations according to the transformation program
  • Conducting a gap analysis and evaluation of process and organizational impacts for the implementation of process changes
  • Proposing recommendations on the target organizational structure (functions, roles and responsibilities, new requirements)
  • Participating in the deployment strategy

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