Marval Africa has added IT Root Cause Analysis Workshops to its extensive ITSM and governance training portfolio.
The training will be offered in conjunction with recognised KEPNERandFOURIE Management and Training consultancy, Thinking Dimensions, and is geared towards any organisation that wishes to improve the efficiency and effectiveness of their IT Service desk.
The two-day workshops are tailored to provide ITSM teams with the necessary root cause analysis and problem-solving skills to enable them to address and resolve incidents and issues in less time, and with fewer errors.
Edward Carbutt, executive director at Marval Africa, says: “IT is critical to business continuity, and any downtime can lead to lack of productivity, loss of money and even reputational damage. There is a lot of pressure put on IT Service desks and support staff to resolve issues and restore the IT environment in as little time as possible. This training seeks to provide these teams with tried and trusted methodologies to quickly identify, analyse, troubleshoot and resolve issues so that downtime is minimised.”
The training is founded on basic principles of divergent and convergent thinking methodology and assists to delve deep into identifying problems and how to solve them more easily, regardless of the individual’s knowledge – or lack of — of the technology itself. This becomes even more important in organisations with large, complex IT environments.
Adriaan du Plessis, MD of Thinking Dimensions SA and MD of the Global Industrial Problem Solving Practice, will be personally involved in the training process.
He explains that the KEPNERandFOURIE methodology, which underpins this training, equips individuals to take a structured approach to problem solving, thereby avoiding the typical trial-and-error approach that many ITSM teams are forced to employ.
“The workshop is predominantly practical, enabling individuals to tackle both common and more difficult issues efficiently, by adjusting their approach to the problem. The thinking methodology introduced in the training helps them to ask the right questions to better analyse incidents and apply the appropriate solutions,” say du Plessis.
He adds that the workshops also enable better cohesion in team environments, facilitating collaboration and collaborative thinking which greatly reduces incident and problem-solving time.
Each workshop is a hands-on course where attendees are given a demonstration, a case study and then fast-paced, technique-driven training. The result is an ITSM team or IT Service desk that is able to handle any related incident, event or issue more effectively and efficiently, while being able to evaluate the long-term risks of each incident.
“Organisation that enlist their ITSM and service desk support teams for this workshop will benefit from faster resolution times, fewer recurrent problems and overall better service delivery,” concludes Carbutt.