Problem Management Expert
Issued by
Kyndryl
The earners of this badge demonstrate their proficiency in Problem investigation and Root Cause Analysis (RCA) documentation. Using the best practices provided as part of this education, the Problem Management Experts are able to effectively investigate Complex Problems and document the resulting RCAs using the Digital RCA tool. High quality RCAs differentiate Kyndryl from our competition in front of our customers.
- Level Advanced
- Cost Free
Skills
Earning Criteria
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Study the Best Practice materials developed for Kyndryl Problem Management Experts and utilize your newly gained knowledge in your RCA documentation on Digital RCA. Alignment to these practices will be taken into account during the review of RCA samples provided as part of the Badge criteria.
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Review the Problem Management process document in detail to understand the roles, activity flows and controls for the process.
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Enter three high quality Complex Problem RCAs into the Digital RCA tool, and once submitted, share the RCA numbers (PRBEUxxxxxxx) into the input fields in the Badge application form. These should be real-life investigations from your account. The quality of the RCAs will be reviewed by Global Problem Management Process Owner based on Quality Scoring Grid. Your adherence to the content of the provided self-study materials will be taken into account as well.
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Document a real-life Proactive Problem Investigation from your account. Elaborate on what technique(s) you used to pinpoint the Proactive Problem (Pareto? ticket dumps? other?), what was the Root Cause and what were the corrective/preventive actions put in place to mitigate the Problem. If you are unsure what to focus on, review specifically the "Ticket Data Analysis" section of the Problem Management Tips & Techniques self-study material. Provide Digital RCA reference to the resulting RCA.