At the beginning of the Service Engagement, the Engagement Manager must produce the Problem Management Procedures by tailoring the Capgemini's standard Problem Management process against the needs of the Service Engagement and the specifics of Client. A tailoring guideline is used to facilitate this process. The procedures must be compliant with Capgemini standards and the contractual obligations with the Client.

The Problem Management Procedures must contain the set of activities required to efficiently manage Problem Management. These procedures must typically contain information pertaining to the process followed for recording, tracking, monitoring, reporting, managing escalations and the overall governance of the problem records. In case, there is need of classifying certain problems as major problem, the criteria and approach for these problems must also be stated here.

The Problem Manager must identify the appropriate roles and skills that will be needed to work in Problem Management. The identified roles must be aligned with the roles defined in the contract and should describe the accountability and responsibility for the key tasks of Problem Management.

Establishing these procedures should ensure that the Service Delivery team and its relevant stakeholders understands and implements the process as per the expectations of Problem Management. The procedures should be maintained throughout the life of the engagement but should be revised if the standard processes are changed or the Client expectations get changed.