Problem Management: Root Cause Analysis Workshop

This two-day interactive workshop will provide you with a practical, structured approach to applying established root cause analysis principles and techniques in order to identify the sources of recurring incidents and service downtime. The workshop builds upon the ITIL® guidance for what you should do 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.

Description

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 efficiently identify root causes provides a variety of benefits, among them:

• Reduction in service downtime/increased availability:
  • Reduces loss of user productivity
  • Prevents potentially more severe impact, such as loss of revenue or profit opportunities
  • Supports the achievement of business outcomes
• Prevention of recurring incidents and problems and the cost-savings this brings
• Increased user and customer satisfaction
• Permanent solutions help reduce operational costs, which in turn can lower Total Cost of Ownership
• More efficient use of people resources – as less time is spent reacting to recurring incidents and problems, more time is available for proactive efforts
• Continual improvement efforts for design and transition can be identified, thereby positively impacting future changes and services

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

• 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
• Which techniques are most useful for different types of problems
• When it’s appropriate to undertake root cause analysis
• 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
• Critical success factors for successful RCA
• Effectively linking Problem and Knowledge Management
• Outline the factors critical for success for root cause analysis
• Provide guidance to peers on key root cause analysis techniques
• Help establish guidelines for when Problem Management and root cause analysis should be used
• Design procedures to ensure the right information is gathered to aid in effective RCA
• Identify existing data sources that will be useful in identifying root causes
• Identify tool requirements for improving and supporting Problem and Knowledge Management

The following documents, downloadable in a ready-to-use format, will help you get a jump start on developing your Root Cause Analysis procedures:

• Guidelines for what to do before, during and after the RCA activity
• Root Cause Analysis Workflow
• Quick Reference Guide of RCA techniques in this workshop
• Applicable templates for the various techniques
• Tips and techniques for Problem Management and RCA
• A customisable PowerPoint® presentation to help you share the benefits of RCA with management and peers

Target Audience

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

Prerequisites

There are no prerequisites; however, the ITIL Foundation Certificate in ITSM is recommended.