week 6

1.3.3 The purpose of root cause analysis and when it is used.

1.3.4 The 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 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 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 The definition of a digital problem, in incident management, as the cause of the incident.

1.3.8 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 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

Last Updated
2025-09-09 12:08:03