Problem Management Techniques for Root Cause Analysis

Slide 1: Problem Management Techniques for Root Cause Analysis

On-screen

Problem Management Techniques for Root Cause Analysis

Solving recurring issues at the source

Narration

Anna: Problem management digs into the why behind repeat incidents so we can stop firefighting the same issues over and over.
Greg: It's about stepping back, analysing patterns and addressing the real root cause rather than just clearing another ticket.

Slide 2: When to use problem management

On-screen

When to use problem management

Repeated incidents pointing to a common cause
High impact issues without an obvious fix
Need to prevent further disruptions

Narration

Anna: We invoke problem management when incidents keep cropping up or the impact is too big to ignore.
Greg: Think chronic outages or situations where quick fixes won't cut it—we need a deeper look to stop the bleeding.

Slide 3: Root cause analysis methods

On-screen

Root cause analysis methods

5 Whys and fishbone diagrams
Link incident records to underlying problems
Collaborate across teams to gather evidence

Narration

Anna: Techniques like the 5 Whys or fishbone diagrams help track symptoms back to the true cause.
Greg: By linking related incidents, we can see patterns and gather evidence from every team involved.

Slide 4: Embedding the lessons

On-screen

Embedding the lessons

Document workarounds and known errors
Implement changes to remove the cause
Review effectiveness and refine processes

Narration

Anna: Once we've nailed the root cause, document the workaround and roll out changes to eliminate it.
Greg: Review whether those fixes stick. Problem management is a cycle of learning and preventing future pain.