Problem Management Teknologi Informasi BerdasarkanKerangka Kerja ITIL V3 dan COBIT 5

In this research, developed Information Technology (IT) document of problem management for the export company. Thisdocument used as guidance for the company’s employees to manage IT problem. Not every company's IT division has ITproblem management strategy, the priority of problem-solving is usually done by the First In first out (FIFO) method by notconsidering the impact and the problem urgency. COBIT 5 and ITIL V3 DSS03 related to Problem management were used asstandards to review and benchmark on how problem management activities should be done. The output of this research is aStandard Operating Procedure (SOP) document. The Problem management SOP document consists of three stages, the firststage is the preparation of SOP with 5 sub-stages, namely: list activity of ITIL V3 and COBIT 5 DSS03, mapping activity ofITIL V3 and COBIT 5 DSS03, verification of company new activities, mapping of activity actor based on RACI DSS02 andmapping of workproduct. The second stage is the adjustment of SOP documents with 2 sub-stages, namely: interviews foridentification of needs and mapping of activity actor with the company's organizational structure. The third stage is theverification of SOP documents. The SOP documents contain 11 procedure with five actors. Overall SOP document caneventually become a reference for the company to manage IT problem.