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Problem Management & RCA Techniques Workshop

Learn How To Determine Root Causes Of Incidents & Problems

Overview

Our two-day Problem Management & Root Cause Analysis Techniques 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.

Our Problem Management & Root Cause Analysis Techniques 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.

Please Note

You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates.
Exam Not Included
2 Days
£495Excl. VAT

Course Syllabus

Our Problem Management & Root Cause Analysis Techniques Workshop will cover the following topics:

  • • An Introduction To The Incident & Problem Management Processes
  • The Incident Management Process
  • Impact, Urgency & Priority
  • Incident Matching
  • When To Raise A Problem Record
  • The purpose of Problem Management
  • Problem Management Triggers
  • The Concepts & Objectives Of Problem Management
  • Exploring Both The Reactive & Proactive Scope Of Problem Management
  • The Problem Management Process
  • Logging
  • Categorisation
  • Prioritisation
  • Initial Diagnosis
  • Known Errors & Workarounds
  • Escalation
  • Closure
  • Tool Requirements
  • Problem Management RCA Techniques
  • Pareto Analysis
  • Pain Value Analysis
  • Brainstorming
  • Chronological Analysis
  • Technical Observation
  • Ishikawa Diagrams
  • Affinity Mapping
  • Fault Isolation
  • Five Whys?
  • Hypothesis Testing
  • Kepner-Tregoe
  • Practical Application Of Problem Management In The 'Real World'

Learning Outcomes

Our Problem Management & Root Cause Analysis Techniques Workshop will teach you 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.

Who Should Attend

Our Problem Management & Root Cause Analysis Techniques 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.

What's Included

Our Problem Management & Root Cause Analysis Techniques Workshop includes the following:

  • Comprehensive Course Folder
  • Worked RCA Examples
  • Handouts
  • Notes

Entry-Level Requirements

There are no entry-level requirements for our Problem Management & Root Cause Analysis Techniques Workshop.

Recommended Reading

There is no recommended reading associated with our Problem Management & Root Cause Analysis Techniques Workshop.

Exam Information

There is no examination or certification associated with our Problem Management & Root Cause Analysis Techniques Workshop.

Exam Type

No Exam

Qualifications

No Certificate

Additional Information

By the end of our Problem Management & Root Cause Analysis Techniques Workshop, you will have 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 for maximum business benefit.

Frequently Asked Questions

Joining Instructions for Purple Griffon training courses are sent the week before the course start date. First, your Account Manager will email to confirm your booking with you. Both, the materials and exam voucher will be emailed to you the week before the training course. Finally, the tutor will send the invitation to you directly and this will be via the MS Teams or Zoom platform.

Our Problem Management & Root Cause Analysis Techniques Workshop training course is delivered over two days.

Problem Management & RCA Techniques Workshop Course Dates

Course Filter


DD/MM/YYY - e.g. 31/12/2015
Showing 1 to 2 of 2 Total Course Dates.
Course Date
02Feb
03Feb
Course

Problem Management & RCA Techniques Workshop

Location
Virtual Classroom
Course Date
27Apr
28Apr
Course

Problem Management & RCA Techniques Workshop

Location
Virtual Classroom
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