303-359-3874

www.auslyngroup.com

Problem Management

Root Cause Analysis

Course Description: 

This 3-day on-site workshop is tailored to the needs of your organization. We start by building capabilities

within your team to effectively assess, troubleshoot, resolve, and prevent the impact of problems across your

infrastructure. Vital and effective root-cause analysis techniques will provide extensive benefit beyond your

support teams.

Through the duration of the workshop, your team will be challenged not just to think, but also to understand

new and more practical ways of solving problems that can be leveraged immediately following the completion

of the workshop. They will learn key processes and techniques useful for advanced troubleshooting to

effectively engage even the most challenging and complex technical situations, saving your organization time

and money.

Each workshop requires a pre-workshop briefing followed by a series of communications to workshop

attendees. This ensures the organization brings real-world situations to work through during the application

times of each process. Small groups will work with the facilitator to solve organizational issues. This approach

maximizes the application to your organization, demonstrates real value through quick wins, and influences

organizational adoption for quicker ROI, increased productivity and customer satisfaction.

Audience: 

The workshop will be of interest to:

• Individuals who require a deeper understanding of problem solving techniques that may be implemented to enhance the quality of IT service management within an organization.
• IT professionals working in or new to Root Cause Analysis.
• Those needing a better understanding of the concepts, processes, functions and activities involved.
• A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT security managers and service test managers.

Learning Objectives:

Upon completion of this workshop, the attendees will gain competencies in:

• Understanding of the Thinking Processes, purpose and objectives
• Understanding how the processes interact with other organizational processes
• Industry problem solving techniques and limitations
• The roles and responsibilities within each of the processes
• How to identify root cause, decide on most probable cause, implement resolution while minimizing adverse effects to the organization
• Practical approach to institutionalizing new problem solving techniques
• Learn: Understand the organization’s strategic business objectives and identify how IT can deliver measurable value by aligning technology capabilities to those goals.
• Discover: Identify the critical IT and business processes that directly enable or enhance the achievement of business objectives, ensuring IT is positioned as a strategic enabler.
• Analyze: Evaluate the current state of these key processes to determine their presence, maturity, and effectiveness, providing insight into IT’s operational alignment with business priorities.
• Measure: Establish business-relevant metrics to assess the performance and impact of these processes, ensuring they are delivering quantifiable results that support strategic outcomes.
• Improve: Optimize or design IT and business processes to enhance agility, efficiency, and scalability, reinforcing IT’s role in driving sustained business success.

Course Organizational Logistics:

• A maximum of 18 people can attend this course with 2 instructors.
• Classroom with flexible seating arrangements
• 2 break out rooms where available
• Whiteboard, flipchart, projector
• Course runs 08:30 – 5:00 each day – the exam can be scheduled from 4:00 – 5:00 on the last day

Prerequisites: 

Candidates for this course should have:

• A basic understanding of problem-solving techniques (5-Whys. Brainstorming, Pain Value etc)
• The ability to embrace new and dynamic methodologies
• Ability to work closely with their peers under high pressure situations

Course Materials:

Participant reference material contains the concepts that are covered in the class and a workbook that contains all the standard content and tailored exercises.

• A Certificate of Completion in Intermediate Root Cause Analysis will be provided to each student.

Agenda:

*Process Application is customized to the organization based on real-world current or historical issues.