This hands-on course is designed for IT professionals seeking to master root cause analysis (RCA) and structured problem-solving techniques within the IT service management environment. Participants will learn how to identify, analyze, and eliminate the underlying causes of recurring incidents to improve service reliability and support proactive change. The training emphasizes practical tools, RCA frameworks, and integration with ITIL-based change and reliability strategies.
Day 1: Foundations of Problem Management and RCA
Session 1: Understanding Problem Management in ITSM
Key differences between incident and problem management
Role of problem management in service reliability
Reactive vs. proactive problem handling
Session 2: Root Cause Analysis Fundamentals
Introduction to RCA frameworks
Techniques: 5 Whys, Fishbone (Ishikawa), Fault Tree
When and how to use each method effectively
Session 3: Problem Detection and Prioritization
Identifying recurring incidents
Impact and urgency assessment
Creating and managing problem records
Day 2: Applying RCA and Driving Service Improvement
Session 1: Conducting Root Cause Workshops
Gathering data and engaging stakeholders
Running a structured RCA session
Documenting findings and follow-ups
Session 2: Tools and Automation in RCA
RCA and Problem Management tools (ServiceNow, Jira, etc.)
Integrating analytics for trend identification
Metrics and KPIs for problem resolution
Session 3: Aligning with Change & Continual Improvement
Linking RCA to change enablement and risk reduction
Driving proactive change from problem findings
Embedding RCA into continuous service improvement (CSI)
We are open to customizing this program to align with your specific learning objectives. If your team has particular goals or areas they wish to focus on, we would be happy to tailor the course outline to meet those needs and ensure the program supports the achievement of your desired outcomes.
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