Our 2-day interactive workshop will provide you with a practical approach to applying well established root cause analysis principles and techniques. This will allow you to identify the sources of recurring incidents and problems and reduce service downtime.
This workshop builds upon the ITIL® guidance for Problem Management, explaining how to determine the root causes of incidents and problems using a variety of proven techniques, including Kepner-Tregoe, Ishikawa, Pareto Analysis and a number of popular individual and group brainstorming techniques.
The 2-day workshop will include:
Our workshop is delivered through instructor-led discussions, numerous case studies, practical examples and group exercises.
By participating in this workshop you can expect to gain an understanding of how to improve service availability through efficient, effective identification of root causes using various problem investigation methods such as Kepner-Tregoe, Ishikawa diagrams, and the 5 Whys.
You will gain an understanding of which techniques are most useful for different types of problems and when it’s appropriate to undertake root cause analysis. You will also identify barriers to effective problem solving and how to overcome them and information gathering techniques – basically by asking the right questions to the right people at the right time.
The workshop will explain how to use different data sources that will be useful in identifying root causes and identifying problems
We will also identify tool requirements for improving and supporting Problem and Knowledge Management.
The 2-day workshop will focus on the practical aspects of Root Cause Analysis (RCA) including how to effectively link Problem, Incident and Knowledge Management and design procedures to ensure the right information is gathered to aid in effective RCA.
We will also outline the critical success factors for successful RCA and help establish guidelines for when Problem Management and root cause analysis should be use.
Throughout the workshop there will be opportunities to practice many of the RCA principles and techniques.
This workshop will be most applicable to those working in Incident and Problem Management who have responsibility for RCA, improving service availability and reliability and reducing risk.
Full course materials will be provided including:
Organisational benefits will include:
Individual benefits will include:
There are no pre-requisites, although an understanding of ITIL® processes and principle to Foundation level will be an advantage.
There is no pre-reading
There is no exam with this workshop
None apply at present
You may wish to consider The ITIL® Intermediate course Operational Support & Analysis or the BCS Specialist Certificate in Problem Management.
By the end of this 2-day RCA workshop you will have gained a thorough understanding of what Root Cause Analysis actually is, when and where it should be applied, and how you can apply the different RCA techniques covered in the workshop for maximum business benefit.