itRCA™ - IT ROOT CAUSE ANALYSIS

itRCA™ - IT ROOT CAUSE ANALYSIS

ARMY IGNITED CRITERIA 

Course Overview

This course will teach students how to be master problem-solvers.

LEARNING OBJECTIVES

• Identify the correct key issues in any IT problem situation and decide on an accurate problem solving strategy
• Determine the correct Incident statement for an incident in order to launch an effective restoration workaround or fix effort.
• Determine both the Technical and Root Causes of an incident/problem to arrive at the most appropriate solution to avoid any recurrence of the incident.
• Find the most appropriate and innovative solution for a root cause or a seemingly unsolvable problem situation

WHO SHOULD ATTEND

• The IT Root Cause Analysis course is appropriate for individuals who:
• Are in Incident and Problem Management and the broader function of Service Management
• Are OPS Managers and key staff having to participate in Incident restoration and Root Cause Analysis efforts
• Any Key staff members and Subject Matter Experts providing inputs in an IM & PM effort.
• Are Project Management Professionals actively involved in executing IT project deliverables
• Are interested in acquiring a professional certificate as a Professional Problem Solver (IPPS™)

PREREQUISITES

• There are no prerequisites.
• Course is available to any individual that would like to further their abilities in how to make decisions and solve incidents/problems in challenging incident and problem situations to arrive at the correct answer “first time every time”.

WHAT YOU WILL LEARN

• Core Issue Analysis, Root Cause Analysis, and Solution Finding.
• Cross-silo collaboration, virtual collaboration, influencing and negotiation skills, Interrogative questioning skills, Stakeholder engagement and alignment, Effective management of Subject Matter Expert information sources.