IT Problem Management and Root Cause Analysis
21 & 28 March 2024 |10:00am-2:30pm AEDT | Online
Break the Cycle: Ditching Band-Aids for Lasting Solutions
Problem Management and Root Cause Analysis (PMRCA) plays a vital role in Australia and New Zealand due to the substantial financial impact of IT incidents. A report from the Australian Information Industry Association (AIIA) reveals that these incidents cost Australian businesses over $9 billion annually. In New Zealand, government agencies recognise the significance of PMRCA in ensuring service reliability and reducing the impact of IT incidents.
This course addresses challenges such as financial burdens, digital transformation complexities, regulatory compliance, and system intricacies. Participants will learn a systematic approach to identify, investigate, and efficiently resolve issues while adhering to government standards, enabling them to optimise operations in the current environment.
Who Should Attend
This course is designed for professionals in charge of transforming the government including:
IT Managers and Directors, IT Incident Managers, IT Problem Managers
System and Network Administrators, Security Analysts/Officers
Compliance IT and Audit Officers, Incident Report Analyst
Distinguish surface symptoms from root causes for comprehensive issue resolution.
Master proven methodologies like 5 Whys and Fishbone Diagram for effective root cause analysis.
Create actionable solutions for immediate problems and sustainable changes to prevent recurrence.
Embrace data-driven decision-making, gaining skills to collect, analyse, and interpret data for informed problem-solving.
Meet Your Facilitator
Founder, CEO & ITSM
Kirk is a certified ITIL expert and Six Sigma Green Belt.
He has worked on a variety of ITSM based transformation programs for more than 20 public and private organisations over the past 15 years, including Utilities, Telecommunications, Banking & Finance, Government & Public Sector, Real Estate & Transportation industries.
He shares his experience and builds internal client teams and capabilities, partners with external service providers and mobilises Service Management Specialist experts to deliver successful outcomes for his clients.
He is regularly called on by senior leaders and executives to provide ITSM strategy and guidance on complex projects across Asia Pacific.
Introduction to PMRCA
- What is Problem Management & Root Cause Analysis
- What is Problem Management?
- Why is it Important?
- The benefits of Problem Management in the context of the public sector
- Understanding the Process
- An overview of the process and phases
- Key Inputs: Risk Management & Data-Driven Decision Making
- Important roles, tasks and activities
- Framing the problem and Permanent Corrective Action PCA
Tools and Techniques
- Exploring Problem Management Tools
- An introduction to Problem Management Repository and Tools
- Establishing the Problem Management Repository
- Challenges and strategies to address them
- Uncovering Root Cause Analysis Techniques
- 5 Whys of RCA
- Diagrams and mapping tools: Kepner Tregoe, Fishbone diagrams, scatter diagrams
- Best practices and evaluating the pros and cons of the techniques described earlier
Action Plans and Challenges
- Group Discussion and Review
- Q & A from Module 1 & 2
- Developing Action Plans for Root Cause Analysis
- Key questions to ask before you get started
- Gathering data and building insights
- Case studies and best practice
- Collaboration and Engagement
- Engaging with stakeholders and working across multi-disciplinary teams
- Setting up forums and enabling collaboration
- KPIs and Measures
- Discuss and uncover KPIs and measures of success
- Understanding how to monitor progress
- Challenges and Risks
- Investigating the challenges
- Discussing limiting factors
- Strategies to mitigate risks
PMRCA as BAU
- Integrating Problem Management and Root Cause Analysis in BAU
- Compliance, Standards and Security Related Problem Resolution
- Embedding Problem Management and Root Cause Analysis within Major Incident Management frameworks
- Obstacles to operationalising PMRCA
- Presentation and sharing of homework
- Feedback and Troubleshooting
- Next steps and takeaways