Problem Management: Root Cause Analysis Specialist

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!

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
WHO SHOULD ATTEND?

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

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.

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.

COURSE E-MATERIALS

Material for this course will only be provided as downloadable soft-copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs and can only use the files under the Pink Elephant Terms of Use.

MULTIPLE OPTIONS FOR HOW YOU CAN ATTEND THIS COURSE

  • Public (Open Enrollment):
    • Live Classroom: On specific dates throughout the year, conveniently located in hotels in major cities across the country with our expert instructor.
    • Web-Based: On specific dates throughout the year; hosted live online with our expert instructor.
  • In-House (On-Site):
    • Live Classroom: On dates convenient to you; exclusively for your team at your location with our expert instructor.
    • Web-Based: On dates convenient to you; exclusively for your team; hosted live online with our expert instructor.

For more information on any of these options, please call us at 1-888-273-PINK, e-mail us at info@pinkelephant.com, or ask your questions via our convenient Chat window at the bottom right-hand corner of this page.

View terms and conditions related to public courses.

Fees do not include applicable tax, which is payable for all events presented in Canada.

Purchase Course
Course Summary

Duration (Public / In-House):
2 Days

Formats Offered:
Public
  • Live Classroom
  • Web-Based
In-House
  • Live Classroom
  • Web-Based

Exam Provider:
Professional Designations

Purchase Course
Course Dates for Problem Management: Root Cause Analysis Specialist
How
When
Where
Course Fee
Public Dates - Virtual Classroom
Virtual
5 - 6 Dec 2019
Web-Based
CAD 1,375.00
Public Dates - Virtual Classroom
Virtual
27 - 28 Jan 2020
Web-Based
CAD 1,375.00
Public Dates - Virtual Classroom
Virtual
30 - 31 Mar 2020
Web-Based
CAD 1,375.00
Public Dates - Virtual Classroom
Virtual
14 - 15 May 2020
Web-Based
CAD 1,375.00