Incident Management Process Maturity Audit in the banking sector


Our consulting team was commissioned by a major Montreal Financial and Banking Institution to perform an audit of their incident management process maturity and propose an improvement plan to the teams and managers involved.

For this mandate, we realized the following actions:

  • organize several on-premise workshops and analysis meetings with stakeholders
  • analyze data from the ITSM reference systems
  • write a synthesis and recommendation report
  • present the results to the teams and managers  

Many experts of our team collaborated on-site during this mandate where the team's performances were analyzed and measured against industry best practice.

The project represented 4 months worth of efforts spread over the whole year 2019, in agreement with the client's teams. This allows Synairgis squad to perform its analysis tasks without slowing down the operations of the concerned teams.


  • Improving the problem management process [ see ]
  • Strengthening the operation of the incident management processes of a major banking institution
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Main deliverables:

Our main deliverables were:

  • Organize and host workshops    
  • Personalized maturity analysis    
  • Synthesis report including continuous improvement recommendations
  • Project tracking documents    

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