Course Overview
This 1-day advanced masterclass equips IT professionals with practical tools, techniques, and confidence to investigate and eliminate the root causes of recurring incidents. Grounded in Problem Management practice, this course goes beyond theory—focusing on applying structured problem-solving and fostering a culture of continual improvement.
Learning Outcomes
By the end of the course, participants will be able to:
- Distinguish between symptoms, workarounds, and root causes
- Apply proven root cause analysis (RCA) methods with confidence
- Integrate Problem Management effectively with Incident and Change practices
- Build a repeatable, auditable approach to problem investigations
- Facilitate post-incident reviews that drive real improvement
Included Materials
- RCA templates (Fishbone, 5 Whys, Timeline)
- Sample Known Error Record
- Problem Investigation Checklist
- Certificate of Completion
Includes
5 Lessons
