Problem Management: Root Cause Analysis Specialist

Quote from a Raving Fan:

“The class was AMAZING. That has got to be the most interactive and interesting virtual class I’ve ever taken. The teacher was fantastic!! I actually was so excited following the course that I asked for a last-minute walk-on to my CIO’s leadership meeting that netted some immediate renewed interest in Root Cause Analysis. Great stuff and so easily consumable and applicable."

Based on our highly successful root cause analysis workshop, Pink Elephant has partnered with Professional Designations to offer the Problem Management: Root Cause Analysis Specialist certification course. Content for the course has been updated but does not include major content changes. However, it does now include a certification exam.

Individuals who have previously completed the root cause analysis workshop with Pink Elephant do not need to take this course for the sake of content, but you are encouraged to contact us to discuss fast-track exam options that leads to the certification.


Every organization has problems; however, not all businesses are proactive about preventing problems!

You know what Problem Management is, thanks to your ITIL training, but the real question is how do you do it?

This one-of-a-kind interactive certification course gives you practical learnings that you can immediately start to implement as soon as you get back to work.

The hands-on course prepares you for the Professional Designations’s certification exam leading to the Root Cause Analysis Specialist Certificate in Problem Management. This certification will provide you with a practical, structured approach to applying established root cause analysis principles and techniques to identify the sources of recurring incidents and service downtime.

The workshop builds upon the ITIL guidance as outlined in Problem Management’s Problem Investigation & Diagnosis activity by explaining how to determine the root causes of incidents and problems using a variety of proven techniques.

It's all about applying the techniques that will ensure Problem Management is doing what it should!


Attendees will gain the skills and knowledge they need to increase the efficiency and effectiveness of Problem Management and Incident Management through the application of root cause analysis techniques and principles.

Improving the ability to correctly and competently identify root causes provides a variety of benefits, among them:

  • A reduction in service downtime/increased availability:
    • Reduces loss of user productivity
    • Prevents potentially more severe impacts, such as a loss of revenue or profit opportunities
    • Supports the achievement of business outcomes

Participants, through instructor-led discussions, case studies, practical examples, and group exercises, can expect to gain an understanding of the following:

  • How to improve service availability through the efficient and effective identification of root causes using various problem investigation methods such as Ishikawa diagrams and the 5 Whys
  • Which techniques are most useful for different types of problems
  • When it's appropriate to undertake root cause analysis
  • The barriers to effective problem solving and how to overcome them
  • Information-gathering techniques – asking the right questions
  • How to use different data sources for identifying problems
  • The critical success factors for successful RCA
  • Effectively linking Problem and Knowledge Management
  • Outlining the factors critical for success regarding root cause analysis
  • Providing guidance to peers on key root cause analysis techniques
  • Helping to establish guidelines for when Problem Management and root cause analysis should be used
  • Designing procedures to ensure the right information is gathered to aid in effective RCA
  • Identifying existing data sources that will be useful in identifying root causes
  • Identifying tool requirements for improving and supporting Problem and Knowledge Management

Any individual who is charged with reducing and eliminating incidents and problems in the IT infrastructure.


There is no prerequisite for this course, however it is recommended that the participant be familiar with general problem management concepts as defined by ITIL. It is also recommended that attendees have the ITIL Foundation certificate before attending this course. If you do not hold this certificate, it is attainable through Pink Elephant’s ITIL 4 Foundation course.


  • A mark of 65% (26 correct answers) is required to pass the exam.
  • After completion of this course, you may apply for self-directed learning PDUs through PMI. Certificate of attendance is available upon request.

Material for this course will only be provided as downloadable soft-copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs and can only use the files under the Pink Elephant Terms of Use.


If you would like more information on any of these options below, please call us at 1-888-273-PINK, email us at, or ask your questions via our convenient Chat window at the bottom-right corner of this page.

Training Method Description Purchase Options
Public, Virtual Web-Based On specific dates throughout the year; hosted live, online, with our expert instructor. If you are an individual:
  • Purchase below in the shopping cart.
If you are looking to train your team:
  • Purchase a Team Public Training Pass – purchasing your seats in bulk means volume discounts, which vary depending on how many seats you purchase at once.
To get a quote, open the Chat window below, or contact
Virtual, Live Team Training On dates convenient to you; exclusively for your team, hosted live online by our expert instructor. If you are an individual:
  • This option is not applicable.
If you are looking to train your team: Click here to read a case study profiling how an organization has recently and very successfully utilized virtual team training.
Onsite, Live Team Training On dates convenient to you; exclusively for your team live, and at your location with our expert instructor. If you are an individual:
  • This option is not applicable.
If you are looking to train your team:
  • Onsite team training is currently not offered because of COVID-19 and social distancing protocols.

View terms and conditions related to public courses.

Purchase Course
Course Summary

Duration (Public / In-House):
2 Days

Formats Offered:
Public Web-Based
  • Live Classroom
  • Web-Based

Exam Provider:
Professional Designations

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Purchase Course
Course Dates for Problem Management: Root Cause Analysis Specialist
Course Fee
Public Dates - Virtual Classroom
Oct 18-19 2021
USD 1,595.00
Public Dates - Virtual Classroom
Jan 24-25 2022
USD 1,595.00
Public Dates - Virtual Classroom
May 02-03 2022
USD 1,595.00
Public Dates - Virtual Classroom
Aug 02-03 2022
USD 1,595.00
Public Dates - Virtual Classroom
Nov 07-08 2022
USD 1,595.00