Problem Management: Root Cause Analysis Specialist


Based on our highly successful root cause analysis workshop, Pink Elephant has partnered with Professional Designations to offer the Problem Management: Root Cause Analysis Specialist certification course. Content for the course has been updated but does not include major content changes. However, it does now include a certification exam.

Individuals who have previously completed the root cause analysis workshop with Pink Elephant do not need to take this course for the sake of content, but you are encouraged to contact us to discuss fast-track exam options that leads to the certification.


Every organisation 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 course gives you practical learnings that you can immediately start to implement as soon as you get back to work.

The hands-on course prepares you for the Professional Designations’s 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!


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

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


There is no prerequisite for this course, however it is recommended that the participant be familiar with general problem management concepts as defined by ITIL. It is also recommended that attendees have the ITIL Foundation certificate before attending this course. If you do not hold this certificate, it is attainable through Pink Elephant's ITIL 4 Foundation course.


A mark of 65% (26 correct answers) is required to pass the exam.

Project Management Professionals (PMP®) affiliated with PMI® are eligible for up to 12 pre-approved PDUs upon successful completion of this course.


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.


  • In-House:
    • 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 by our expert instructor.

For more information on any of these options, please e-mail us at

View terms and conditions related to public courses.

Purchase Course
Course Summary

Duration (In-House):
2 Days

Formats Offered:
  • Live Classroom
  • Web-Based

Exam Provider:
Professional Designations

The Not-So-Secret Top 5 Reasons to Choose Pink’s Trainers
Purchase Course