Pathway core element 3: Fault analysis and problem resolution
Unit: 33
Fault analysis and problem resolution
Problem analysis including logs, live traces
Organisational frameworks for troubleshooting, including practical problem management including:
problem identification
logging
- establishing probable cause
- action plan to resolve problem
- escalating as necessary
- implementing solution
- problem closure and review
Root cause analysis including the ‘five whys’ Principles of incident management e.g. the ITIL ® model
Detection
- Reporting and communication: reporting the type of incident clearly to appropriate people in the organisation.
- Investigation and analysis: understanding the depth of the problem
- Prioritisation and classification based upon an analysis
Response
- Incident ownership: assigning an incident owner or setting up an incident team
- Resolution
- Recording: the incident type, interventions and outcome
Intelligence
- Lessons learned: root cause analysis to understand how the incident occurred
- Forensic analysis o Feedback to organisational processes or design to reduce the risk of repeat incident
External reporting requirements e.g. if there is a significant loss of personal data which presents risk to the data subject, the incident may need to be reported to the Information Commissioner’s Office
