IT operations team analyzing an incident and root cause using system monitoring data during a technical meeting

IT Incident Management & Root Cause Analysis – RCA

Develop capabilities to classify, prioritize, and resolve IT incidents while applying 5 Whys, Fishbone, Pareto, and other RCA techniques to prevent recurrence.

1Course Overview

Incident Management and Root Cause Analysis (RCA) are essential to maintaining stable and continuous enterprise systems. Effective Incident Management enables teams to detect, classify, and resolve issues quickly, minimizing service disruption and business impact. RCA identifies the underlying causes of incidents so organizations can implement preventive actions, improve processes, strengthen sustainable operations, reduce recurrence risk, and improve IT service quality.

Infochief Academy’s “IT Incident Management & Root Cause Analysis – RCA” course equips learners with the knowledge and skills to detect, classify, and resolve incidents effectively while applying Root Cause Analysis methods to prevent recurrence. Learners are guided in standard Incident Management processes, data analysis tools, and improvement planning to strengthen the stability, reliability, and operational performance of enterprise IT systems.

Duration2 days / 4 sessions

Delivery FormatIn-house

LevelIncident Management & RCA

CertificationCourse Completion Certificate

2Training Objectives

Understand Incident Management concepts, roles, and processes.
Classify, prioritize, and resolve incidents effectively.
Apply Root Cause Analysis (RCA) methods.
Develop preventive actions and improve operational processes.
Use tools and techniques to support incident analysis and tracking.
Strengthen rapid decision-making in emergency situations.
Practice incident handling and Root Cause Analysis through realistic simulations.

3Target Participants

1. Heads of IT / IT Managers

2. System / Network Administrators

3. Database Administrators

4. IT Security Specialists

5. IT Support / Helpdesk Staff

6. Members of the Incident Response Team

7. Monitoring and Alerting Staff

8. Process Improvement Staff responsible for analyzing and improving operations.

4Course Content

Part 1:Introduction to IT Incident Management

Incident Management concepts, roles, and objectives
Incident classification and prioritization
Incident handling lifecycle
Common incidents in enterprise systems
Authority and responsibility model within the Incident Response Team
Case example: email system disruption
Practice: identify and classify incidents

Part 2:Root Cause Identification and Analysis (RCA)

Root cause concepts and impacts
Analysis methods: 5 Whys, Fishbone, Pareto
Collect incident data and evidence
Root Cause Analysis model and related risks
Case example: recurring database connectivity loss
Practice: analyze the root cause of a real incident

Part 3:Corrective and Preventive Actions

Develop short-term and long-term corrective action plans
Change control and risk reduction methods
Incident resolution techniques and supporting tools
Model for validating corrective action effectiveness
Case example: deploy a patch and adjust system configuration
Practice: implement corrective actions and monitor results

Part 4:Incident Evaluation, Improvement, and Reporting

Process for reviewing and evaluating incident resolution effectiveness
Methods for recording, reporting, and documenting incidents
Lessons-learned and continual improvement techniques
Readiness and risk assessment model
Case example: update processes after a major network incident
Practice: prepare an incident report and recommend improvements.

5Training Methodology

30% theory – 70% practice. The instructor presents the knowledge framework concisely, followed by discussions, case studies, self-assessments, scenario-based exercises, and action planning to strengthen workplace application.

6Class Information & Enrollment

In-house Training

Duration	Class Size	Tuition Fee
2 days / 4 sessions	Up to 35 learners/class	VND 48,500,000 / class conducted at the organization’s factory or office.

Other costs (if applicable): Depending on the training location, the instructor’s travel and accommodation expenses may be charged separately.

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7Learning Materials & Certification

Infochief Course Materials

Vietnamese course materials for each module, English reference materials, and sample practical exercises.

IT Templates & Toolkits

Forms, Checklists, Templates, Scorecards, Procedures, Flowcharts, Guidance, Samples, Rules, Policies, Questionnaires, Assessments, and Comparison Charts.

Explore the Toolkits →

Sample IT Incident Management & Root Cause Analysis – RCA certificate issued by Infochief Academy

Course Completion Certificate

Learners who complete the program will receive a course completion certificate from Infochief Academy.

Certification Information →

8Learner Testimonials

Đỗ Ngọc Minh - Infochief Academy learner

Đỗ Ngọc MinhIT Manager · Hospital for Tropical Diseases

The course helps systematize existing knowledge and adds practical lessons that are useful for day-to-day IT management.”

Lương KhánhIT Deputy Manager · OCB

The modules closely reflect the needs of IT managers; discussions, practical cases, and the final project strengthen workplace application.”

Lê Nguyễn Thanh Hai - Infochief Academy learner

Lê Nguyễn Thanh HaiIT Manager · PV Trans

The systematic management content, together with toolkits, processes, and templates, gives learners a stronger foundation for implementing IT plans professionally.”

Võ Thanh UyIT Manager · PNJ

The course materials combine international standards with the Vietnamese business context; the instructor’s experience and supporting toolkits help improve practical management effectiveness.”

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