EDGE Intermediate Root Cause Analysis

Summary

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 engage under the tutelage of the workshop facilitator to solve current organizational issues during the workshop. 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.

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 work closely with their peers under high pressure situations

Duration

3 Days/Lecture & Lab

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.

Topics

• Introduction
• Introduction to Thinking Processes
• Common Problem Solving and Decision Making Pitfalls
• Avoiding the Pitfalls
• Problem Solving Systems and Limitations
• The K2EDGE Thinking Processes
• The COGNIZANT EDGE Process
• Process Application (custom tailored)*
• The RESOLVE EDGE Root Cause Analysis Process
• Process Application (customer tailored)*
• The DECISION EDGE Process
• Process Application (custom tailored)*
• The MITIGATE EDGE Process
• Process Application (custom tailored)*
• Exam Preparation/Mock Exam

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