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Problem Management: Root Cause Analysis Specialist

Problem Management: Root Cause Analysis Specialist

Highlights

  • Delivered Online

  • Two days

  • All levels

Dates

  • From:
    To:
    Delivered Online
    $1,750+ GST
  • From:
    To:
    Delivered Online
    $1,750+ GST
    Virtual classroom | New Zealand Standard Time
  • From:
    To:
    Delivered Online
    $1,750+ GST

Description

Stop recurring incidents in their tracks. This 2-day Root Cause Analysis Specialist certification course gives you the practical tools, techniques and structured approach to move beyond incident reaction and permanently resolve the underlying problems that drive service downtime.

Delivered live in our virtual classroom by an expert instructor, this course prepares you for the Root Cause Analysis Specialist examination, awarded by Professional Designations (PDC). You will leave with immediately usable procedures, templates and tools, not just theoretical knowledge.

Why root cause analysis matters

Every organisation has problems. But not all organisations are proactive about preventing them. The difference between organisations that continually firefight and those that achieve lasting service improvement comes down to one capability: the ability to correctly and efficiently identify and eliminate the true root cause of recurring issues.

Effective root cause analysis delivers measurable benefits:

  • Reduced service downtime and improved availability - directly recovering lost user productivity

  • Prevention of more severe impact - stopping escalation to revenue-affecting or business-critical failures

  • Support for business outcomes - enabling the organisation to meet its service level commitments with confidence

About this course

This hands-on course goes beyond theory to provide a practical, structured approach to applying established root cause analysis principles and techniques. Participants work through instructor-led discussions, case studies, practical examples and group exercises to develop the skills needed to increase the efficiency and effectiveness of Problem Management and Incident Management.

The course covers a range of industry-proven RCA methods and when to apply each, ensuring you select the right technique for the right type of problem. You will learn how to gather the right information, use the right data sources and link Problem Management to Knowledge Management for long-term improvement.

What will I learn?

By the end of this course, you will be able to:

  • Apply a variety of root cause analysis techniques - including Kepner-Tregoe, Ishikawa (fishbone) diagrams and the 5 Whys, to identify the sources of recurring incidents and service failures

  • Select the most appropriate RCA technique for different types of problems and problem complexity

  • Determine when it is appropriate to undertake root cause analysis versus other problem investigation approaches

  • Identify and overcome common barriers to effective problem-solving

  • Apply structured information-gathering techniques, asking the right questions to surface the right data

  • Use diverse data sources effectively to identify and validate problem root causes

  • Define the critical success factors for effective RCA and apply them in your organisation

  • Explain how to link Problem Management and Knowledge Management to prevent recurrence and share lessons learned

  • Provide guidance to peers on key RCA techniques and when to apply them

  • Establish guidelines for when Problem Management and root cause analysis should be triggered

  • Design procedures to ensure the right information is captured to support effective RCA

  • Identify tool requirements for improving and supporting both Problem and Knowledge Management

Who is this course for?

This course is for any IT professional charged with reducing and eliminating incidents and problems in the IT infrastructure. It is particularly relevant to:

  • Problem Managers and Incident Managers

  • Service Desk Managers and IT Operations staff

  • IT Service Management professionals wanting to strengthen their problem-solving capability

  • ITIL® practitioners looking to apply the Problem Management practice with greater depth and rigour

  • IT Consultants and Business Analysts involved in service improvement initiatives

Are there any prerequisites?

There are no prerequisites for this course. A working familiarity with general IT service management concepts and Problem Management is recommended to get the most from the practical exercises.

Certification & Exam

Successful candidates earn the Root Cause Analysis Specialist certification, awarded by Professional Designations (PDC). The examination voucher is provided as part of the course.

Format

Online, closed book, supervised

Duration

60 minutes

Questions

40 multiple-choice questions

Pass mark

65% - 26 out of 40 correct

Requirements

Webcam and stable internet connection required

Digital badge

Awarded upon passing, shareable with your professional network

How is this course delivered?

Virtual Classroom | 2 days Delivered live in our virtual classroom over 2 days by an expert ITSM instructor. The course is highly interactive, using case studies, group exercises and practical examples to develop skills you can apply immediately. Join from anywhere with a stable internet connection.

Onsite or Private Group | Flexible duration Bring ITSM Hub to your organisation. Our facilitators can deliver training at your premises or run a private virtual classroom on dates and times that suit your team, an excellent option for organisations working to reduce recurring incidents at scale.

What's included?

Every Root Cause Analysis Specialist course includes:

  • Downloadable course materials, compatible with laptop and tablet devices

  • Ready-to-use RCA documentation, the following practical resources are included for immediate workplace application:

  • Guidelines for what to do before, during and after an RCA activity

  • Root Cause Analysis Workflow

  • Quick Reference Guide of all RCA techniques covered in the course

  • Applicable templates for each technique

  • Tips and techniques for Problem Management and RCA

  • Root Cause Analysis Specialist online exam voucher from Professional Designations (PDC), valid for 12 months

  • Digital badge upon passing, shareable with your professional network

After completing this course, you may apply for self-directed learning PDUs through PMI. A letter of attendance is available upon request.

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Frequently Asked Questions

  • What is the difference between Incident Management and Problem Management?

    Incident Management focuses on restoring normal service operation as quickly as possible after a disruption. Problem Management focuses on identifying and eliminating the underlying causes of incidents to prevent them from recurring. Root cause analysis is the core capability of effective Problem Management.

  • Do I need ITIL® certification before attending this course?

    No, there are no formal prerequisites. However, familiarity with basic IT service management concepts and Problem Management will help you get more from the practical exercises. ITIL® knowledge is beneficial but not required

  • What makes this course different from reading about RCA techniques?

    The course is specifically designed to be immediately practical. Beyond the teaching of techniques, participants work through real scenarios in group exercises, and every attendee receives ready-to-use procedures, workflows and templates they can implement back in the workplace on day one.

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