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Incident & Problem Management (RCA) – EssentialsTraining

Incident & Problem Management (RCA) – Essentials

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.


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

This 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.
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

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    Select a start date

    23 September 2024
    Training days
    Day 1- September 23,2024 09:00 - 12:00 CET
    Day 2 -September 25, 2024 09:00 - 12:00 CET
    Day 3 -October 7, 2024 09:00 - 12:00 CET
    Day 4 -October 9 , 2024 09:00 - 12:00 CET

    via Teams

    11 November 2024
    Training days
    Day 1 -November 11. 2024 09:00 - 12:00 CET
    Day 2 -November 13. 2024 09:00 - 12:00 CET
    Day 3 -November 25. 2024 09:00 - 12:00 CET
    Day 4 -November 27, 2024 09:00 - 12:00 CET

    MS Teams - English

    Group size
    Classroom: max. 12 participants
    Online: max. 9 participants.

    The investment for participating this training is €1.050,-, VAT excluded.

    More options
    We can provide this training as a (customized) in-company training in Dutch, English, German or French. Feel free to contact us for any questions. Please indicate your preference on the registration form. Click on the yellow `sign up' button and register online.

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