Problem Management Root Cause Analysis Specialist

Duration: 
2 days

Overview

COURSE OVERVIEW

Every organization has problems; however, not all businesses are proactive about preventing problems!

You know what Problem Management is, thanks to your ITIL training, but the real question is how do you do it?

This one-of-a-kind interactive certification workshop gives you practical learnings that you can immediately start to implement as soon as you get back to work.

The hands-on workshop prepares you for the Professional Designations' certification exam leading to the Root Cause Analysis Specialist Certificate in Problem Management. This certification will provide you with a practical, structured approach to applying established root cause analysis principles and techniques to identify the sources of recurring incidents and service downtime.

The workshop builds upon the ITIL guidance as outlined in Problem Management's Problem Investigation & Diagnosis activity by explaining how to determine the root causes of incidents and problems using a variety of proven techniques.

It's all about applying the techniques that will ensure Problem Management is doing what it should!

Audience

WHO SHOULD ATTEND?

Any individual who is charged with reducing and eliminating incidents and problems in the IT infrastructure.

Prerequisites

PREREQUISITES

This is an advanced ITIL workshop that assumes the attendee is already familiar with general ITIL terminology and theory. It is strongly recommended that attendees have the Foundation certificate in IT Service Management before attending this course. If you do not hold this certificate, it is attainable through Pink Elephant's ITIL Foundations course.

Course Outline

LEARNING OUTCOMES

Attendees will gain the skills and knowledge they need to increase the efficiency and effectiveness of Problem Management and Incident Management through the application of root cause analysis techniques and principles.

Improving the ability to correctly and competently identify root causes provides a variety of benefits, among them:

  • A reduction in service downtime/increased availability:
    • Reduces loss of user productivity
    • Prevents potentially more severe impacts, such as a loss of revenue or profit opportunities
    • Supports the achievement of business outcomes

Participants, through instructor-led discussions, case studies, practical examples, and group exercises, can expect to gain an understanding of the following:

  • How to improve service availability through the efficient and effective identification of root causes using various problem investigation methods such as Kepner-Tregoe, Ishikawa diagrams, and the 5 Whys
  • Which techniques are most useful for different types of problems
  • When it's appropriate to undertake root cause analysis
  • The barriers to effective problem solving and how to overcome them
  • Information-gathering techniques – asking the right questions
  • How to use different data sources for identifying problems
  • The critical success factors for successful RCA
  • Effectively linking Problem and Knowledge Management
  • Outlining the factors critical for success regarding root cause analysis
  • Providing guidance to peers on key root cause analysis techniques
  • Helping to establish guidelines for when Problem Management and root cause analysis should be used
  • Designing procedures to ensure the right information is gathered to aid in effective RCA
  • Identifying existing data sources that will be useful in identifying root causes
  • Identifying tool requirements for improving and supporting Problem and Knowledge Management

Exam

EXAM & CERTIFICATION

This is an advanced ITIL workshop that assumes the attendee is already familiar with general ITIL terminology and theory. It is strongly recommended that attendees have the Foundation certificate in IT Service Management before attending this course. If you do not hold this certificate, it is attainable through Pink Elephant's ITIL Foundations course.

A mark of 65% (26 correct answers) is required to pass the exam.

The successful attainment of this certification results in 12 professional development units (PDUs) for Project Managers.

Related Courses

 

Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.

Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.

ITILv3, RESILIA, PRINCE2, PRINCE2 Agile, AgileSHIFT, MSP, M_o_R, P3M3, P3O, MoP, MoV courses on this page are offered by QA Affiliate of AXELOS Limited. ITIL, RESILIA, PRINCE2, PRINCE2 Agile, AgileSHIFT, MSP, M_o_R, P3M3, P3O,MoP, MoV are registered trademarks of AXELOS Limited. All rights reserved.

Upcoming Dates

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  • SPVC - Self-Paced Virtual Class.
  • Click a Date to Enroll.
Course Location Days Cost Date
Online Online2 1500 £1500 2020-01-27
Online Online2 1500 £1500 2020-03-30
Online Online2 1500 £1500 2020-05-14