Root Cause Analysis

Root Cause Analysis

RCA is a method that is used to address a problem or non-conformance, in order to get to the “root cause” of the problem. It is used so we can correct or eliminate the cause, and prevent the problem

A problem is an unknown cause of one or more incidents, it is often observed in a number of related incidents or any event resulting in a loss or potential loss ofavailability or performance in a service delivery resource and/or its supporting environment.

Said simply, RCA is asking why the problem occurred, and then continuing to ask why that happened until we reach the fundamental process element that failed.

When perform a RCA

Usually we perform a RCA when an issue is recurring, (e.g. the server is restarting three times or more for week.) or when thecustomer requests a RCA to a specify problem.

It is recommended create a new ticket (project) when is from smart, if that is a customer ticket, we need to ask the customer if it is possible change the ticket to project, because RCA take several time to find out the cause of the issue. In that way, we save our SLA.

General Process for performing and documenting an RCA-based corrective actionThe root cause is secondary to the goal of prevention, but without knowing the root cause, we cannot determine what an effective corrective action for the defined problem will be.

1. Define the problem or describe the event factually
2. Gather data and evidence, classifying that along a timeline of events to the failure or crisis
3. Ask “why” and identify the cause associated witheach step in the sequence towards the defined problem or event
4. Classify cause into causal factors that relate to an event in the sequence, and root causes, that if applied can be agreed to have interrupted that step of the sequence chain.
5. If there are multiple root cause, which is often the case, reveal those clearly for later optimum selection.
6. Identify corrective action(s)that will prevent absolutely with certainty prevent recurrence of the problem or event. These can be used to select the best correction action, later.
7. Identify solutions that effective, prevent recurrence with reasonable certainty with consensus agreement of the group, are within your control, meet your goals and objectives and do not cause introduce other new, unforeseen problems.
8.Implement the recommended root cause correction(s).
9. Ensure effectiveness by observing the implemented recommendation solutions
10. Other methodologies for problem solving and problem avoidance may be useful.

Root cause analysis techniques

* Barrier analysis
* Bayesian inference
* Causal factor tree analysis
* Change analysis
* Current Reality Tree
* Failuremodes and effects analysis
* Fault tree analysis
* 5 Whys ask why why why why over until exhausted (for this document, I explain this)
* Ishikawa diagram
* Pareto analysis
* RPR Problem Diagnosis - An ITIL-aligned method for diagnosing IT problems.
* Kepner-Tregoe Approach

“Five-whys” technique

One of many brainstorming methods also known as the “Five-Why” method. Thisis the most simplistic root cause analysis process and involves repeatedly asking “why” at least five times or until you can no longer answer the question. Five is an arbitrary figure. The theory is that after asking “why” five times you will probably arrive at the root cause. The root cause has been identified when asking “why” doesn’t provide any more useful information. This method produces alinear set of causal relationships and uses the experience of the problem owner to determine the root cause and corresponding solutions.

The steps for performing the “Five Whys” are:

1. Write down the specific problem. This focuses the team on the problem.
2. Ask why the problem occurs and write down the answer.
3. If the answer doesn’t identify the root cause of the problem, ask...