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of organisations use remote control technologies to provide support.

Source: HDI

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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens

Root Cause Analysis Training for IT Professionals

Gain an ITIL-centric skill set that will help you reduce operating costs,
slash incident investigation time & overcome project failures.


Root Cause Analysis helps avoid unnecessary and expensive “Trial & Error” fixes by using a step-by-step critical thinking approach to identify analyse, resolve and prevent incidents. 

Having a common ITIL-centric root cause analysis skill set across the various specialised functions within IT will help reduce your operating costs, slash incident investigation time and overcome project failures.  The skill set shared during this training course will enable IT professionals to find the correct starting point for incident and problem investigations. 

Attendees are trained in the use of the “KEPNERandFOURIE” methodology.  They are taught how to ask a series of nine critical questions across four dimensions.  This is amplified by creating contrasting information to look at what the problem “IS” and what it could have been “BUT (is) NOT”.  By combining factual data, intuition and experience, a very strong realisation of what is “missing” emerges.

The skills learned are quickly applied to incidents, problems and projects in the workplace and results can be measured by time, cost and quality metrics.

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Effective Incident Resolution depends on 3 Critical Skills:

  • SRA: Service Recovery Analysis
    Learning how to use effective recovery tools to restore a disruptive service
  • TCA: Technical Cause Analysis
    Learning the tools and techniques of how to find the technical reason for an incident.
  • RCA: Root Cause Analysis
    Learning how to further analyze the Technical Cause to arrive at the correct Root
    Cause with the appropriate corrective actions

Who Should Attend

  • All mid to senior level IT Managers
  • Project Managers
  • Subject Matter Experts (SMEs)
  • Key Support Staff

On-Site/Inhouse Training Option

A very popular option for accessing the tangible benefits of the KEPNERandFOURIE Incident Investigation approach and thinking skills is to deliver on-site training and on the job coaching. Bringing the training in-house gives you the opportunity to customise a program that addresses your exact challenges and provides a more personal learning experience as more than 50% of the workshop is dedicated to applying these critical thinking skills to your own work issues & challenges.

Contact Us

For more information and on-site training pricing

Email Us   or    Phone 1300 130 447

KEPNERandFOURIE Thinking Technologies traces its origins back to 1997. It was then that Dr. Chuck Kepner and Dr. Matt Fourie collaborated on the design and delivery of problem solving and decision making techniques to some of the leading companies in the world. Companies that required - better,faster, and more flexible techniques to improve performance