"The class was AMAZING… the most interactive and interesting virtual class I've ever taken. The teacher was fantastic!! I actually was so excited following the course that I asked for a last-minute walk-on to my CIO's leadership meeting that netted some immediate renewed interest in Root Cause Analysis. Great stuff and so easily consumable and applicable."
COURSE OVERVIEW
Every organization has problems; however, not all businesses are proactive about preventing problems!
You know what Problem Management is… in theory. But, the real question is how do you do it?
Go beyond theory here! This one-of-a-kind interactive certification course gives you practical guidance that you can immediately start to implement as soon as you get back to work.
The hands-on course prepares you for Professional Designations' certification exam leading to the Root Cause Analysis Specialist Certificate in Problem Management. The knowledge obtained in this certification course 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.
LEARNING OUTCOMES
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 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 Management 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 Management and Knowledge Management
WHO SHOULD ATTEND?
Any individual who is charged with reducing and eliminating incidents and problems in the IT infrastructure.
PREREQUISITES
There is no prerequisite for this course; however, it is recommended that participants be familiar with general problem management concepts.
EXAM & CERTIFICATION
- A mark of 65% (26 correct answers) is required to pass the exam.
- After completion of this course, you may apply for self-directed learning PDUs through PMI. Letter of attendance is available upon request.
COURSE E-MATERIALS
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 .
