I am pleased to announce that the itSMF USA Problem Management CoI will be conducting a joint Root Cause Analysis Summit via BrightTalk on September 30, 2015, featuring two of the industry’s leading structured RCA methodologies.
In customer-support environments, IT professionals are always looking for the right toolset with which to address problems and incidents. The following Root Cause and problem analysis methodologies provide a structured and technology-independent process to deal with any problem or incident. Getting more efficiently to the root cause of problems leads to more permanent solutions, helping to reduce recurring incidents and increasing IT stability.
12:00PM to 1:00PM Eastern – KEPNERandFOURIE
KEPNERandFOURIE will explain the problem solving processes specifically designed for the IT environment. They will focus on the application of these processes to real world IT issues in which they have been involved. K&F will explain the importance of finding the technical cause of a problem/incident before trying to determine the Root Cause. They will also highlight the RCA application developed in conjunction with ServiceNow and available in their App Store.
Register for KEPNERandFOURIE at: https://www.brighttalk.com/webcast/845/171507
2:00PM to 3:00PM Eastern – KEPNER-TREGOE
KEPNER-TREGOE will talk about the role of Root Cause Analysis in the context of IT support functions, the pressures they face as well as the goals and needs for specific results when deploying different RCA and troubleshooting techniques. Furthermore, they will discuss the challenges of adopting new skills in high-pressure, complex, process-driven service environments and ways to overcome the gap between the theory of training and on-the-job proficiency via coaching and simulation.
Register for KEPNER-TREGOE at: https://www.brighttalk.com/webcast/845/171511