1.3.3 Understand the purpose of root cause analysis and when it is used.
1.3.4 Know and understand approaches to root cause analysis:
• five whys
• failure mode and effects analysis (FMEA)
• event tree analysis (ETA)
• actions to take after using root cause analysis:
o log
o close
o escalate to an appropriate manager, specialist or external third party.
1.3.5 Know and understand the process of the high-level problem-solving strategy:
• define the problem
• gather information
• analyse the information
• make a plan of action
• implement a solution
• review the solution.
1.3.6 Know the definition of a digital incident, in incident management:
• a single unplanned event
• that disrupts service operations
• that negatively impacts service quality
1.3.7 Know the definition of a digital problem, in incident management, as the cause of the incident.
1.3.8 Know and understand the process of incident management:
• detection: report, record, prioritise
• response: identify owner, resolve and restore, record resolution
• intelligence: record lessons, identify cause, share lessons.
1.3.9 Understand the interrelationships between problems and problem-solving strategies and make judgements about the suitability of strategies for solving the problems in digital support and security
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