View Course Dates

Problem Management: Root Cause Analysis


This 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.

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 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

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

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


This is an advanced ITIL® workshop which assumes that the attendee is already familiar with general ITIL terms and theory. It is strongly recommended that you have the Foundation Certificate in IT Service Management before attending this course. If you do not hold this certificate, it is attainable through Pink Elephant’s ITIL Foundations course.


There is no exam for this course

You will attain 15 professional development units (PDUs) for Project Managers


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 use the files under the Pink Elephant Terms of Use.


  • Public (Open Enrollment):
    • Live Classroom: On specific dates throughout the year, conveniently located in hotels in major cities across the country with our expert instructor.
    • Web-Based: On specific dates throughout the year; hosted live online with our expert instructor.
  • In-House (On-Site):
    • 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 with our expert instructor.

If you would like more information on any of these options, please call us at 1-888-273-PINK, email us at, or ask your questions via our convenient Chat window at the bottom right corner of this page.

View terms and conditions related to public courses.

Fees do not include applicable tax, which is payable for all events presented in Canada.

Purchase Course
Course Summary

Duration (Public / In-House):
2 Days

Formats Offered:
  • Live Classroom
  • Web-Based
  • Live Classroom
  • Web-Based

Exam Provider:
No Exam

Purchase Course