Problem Management Techniques for Root Cause Analysis
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Slide 1: Problem Management Techniques for Root Cause Analysis

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.

On-screen text
Problem Management Techniques for Root Cause Analysis

Solving recurring issues at the source

Slide 2: When to use problem management

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.

On-screen text
When to use problem management

- Repeated incidents pointing to a common cause

- High impact issues without an obvious fix

- Need to prevent further disruptions

Slide 3: Root cause analysis methods

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.

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Root cause analysis methods

- 5 Whys and fishbone diagrams

- Link incident records to underlying problems

- Collaborate across teams to gather evidence

Slide 4: Embedding the lessons

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.

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Embedding the lessons

- Document workarounds and known errors

- Implement changes to remove the cause

- Review effectiveness and refine processes