Effective resolution of incidents and problems requires essential basic skills. You want to get services back on track quickly by choosing the right conclusions and solutions. The customer often also wants to see how you are going to prevent recurrence. To do this, you must first find the real causes, the root causes. How?
With performance problems, a good overview of everything that is going on is essential, so that you can solve the issues systematically. In most cases, an extensive analysis is not necessary at all. It is more effective to use a few essential skills in a quick yet flexible routine: the Problem Solving Pitstop. In Incident & Problem Management (RCA) Essentials training, you will develop new skills and talents for incident and problem solving, alone and with your team. Will you choose classroom/in-company or online training?
For Whom
The Incident & Problem Management (RCA) - Essentials training is for (major) Incident Managers, Problem Managers, Service Desk Employees and anyone else who has to deal with analysis of service disruptions to your customer.
Results
In the 30-minute Problem Solving Pitstops, you get results quickly:
- You ask the right questions to get straight to the heart of the incident or problem. You will find causes and take targeted measures
- You know how to make maximum use of your colleagues' knowledge and experience.
- You prevent 'Jumping to Conclusions'
- You can visualize problems and communicate them clearly to your stakeholders.
- These new essential skills form the basis for your growth
Content of the Incident & Problem Management (RCA) - Essentials training
The training is hands-on. You will learn the essential incident and problem management skills. Think about asking the right questions at the right time and visualizing information. And creating overview and clear priorities. Theory is alternated with many practical exercises and you experience how you can apply what you have learned directly in your work.
- Problem definition (5W2H, IS/IS-NOT principle)
- Mapping timeline
- Visualize chain of cause-effects
- Finding causes (characteristics and changes, knowledge, experience)
- Importance of evidence
- Gathering the relevant facts
- Formulating the right research questions (and this goes beyond 5xWhy)
- Effectively transferring information
- Brief and genuine collaboration
- Choosing effective actions and solutions
Structure of this training
ClassroomThis 2-day classroom/incompany training is an open registration and takes place either at our training location in Ermelo or elsewhere at a location of your choice. Prior to the training you follow a number of e-learning modules (12 months unlimited access) and work on a practical case. Please
contact us for suitable dates if a customized in-company variant is of interest to you.
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All our trainings are highly interactive. The online training is in 4 sessions of 3 hours. Practical exercises are done in groups, online this is through break-out sessions. Choose an appropriate training date and your training preference, online or classroom, on the right side of the page. At the end of the training you will receive the Incident & Problem Management Essentials
certificate. This will allow you to proceed to the
Advanced Problem Solving & Root Cause Analysis training.
Would you also like to learn how to extract information from data to solve problems? Then choose the additional
Data Driven Problem Solving training. Choose the online modules at the same time as you register for the Essentials or Advanced training and receive an immediate €175,- discount.
Why the Essentials-training Incident & Problem Management (RCA)
- More direction, more structure, more results
- Learn from experienced Crisis and Problem Managers with 10+ years of experience in IT
- Proven methodology, directly applicable
Training overview