Overview
  • 13 Nov 2023
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Overview

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Article summary

Get to the Roots by Root Cause Analysis! 

RCA stands for Root Cause Analysis; it is a systematic approach used to identify the cause leading to the creation of the Problem record. The steps involve problem identification, data collection, analysis, resolution, and documentation. 

RCA helps to understand why a problem occurred and provides insights to prevent the occurrence in the future. It helps in continuous service improvement for the organization. 

User Persona: Administrator


Let's explore the following use case.
Use Case
User Persona: Administrator
Solution
ACME 's IT department has a huge infrastructure that needs to be maintained. However, they are facing continuous issues in managing the infrastructure which is leading to service disruptions. Administrator Sam can configure the RCA Type for different types of problem records.
For example, if the Server keeps crashing all the time, the RCA type can be configured as Server failure. This RCA type can be used for the Problem records that are created for the server crashing issue. 

Configure RCA Type

RCA type helps to understand the root of the problem and provide a solution for the problem. You can configure the RCA type as per the organization's needs. 

To configure RCA Type, perform the following steps:

  1. Navigate to Design Studio > Select Module > Configuration > Problem Masters > RCA Type. The RCA Type Listing page is displayed. Click New.
    Figure: RCA Type List

  2. The RCA Type page is displayed.
    Figure: RCA Type ID

  3. Enter the required details as described in the following table and click Save.
FieldDescription
Tenant*Select the Tenant from the list. This is a mandatory field.
RCA NameSpecify a name for the RCA. 
DescriptionSpecify a brief description of the RCA Type.
Sort OrderSelect the sort order in which the RCA Type values are displayed or listed within the ITSM system when Analysts are selecting or viewing them.
DefaultSelect the check box to display the RCA Type for the selected Tenant, by default.
ActiveSelect the check box to make the RCA Type available on the other pages of the application.

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