Overview
- 13 Nov 2023
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Overview
- Updated on 13 Nov 2023
- 1 Minute to read
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- PDF
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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:
- Navigate to Design Studio > Select Module > Configuration > Problem Masters > RCA Type. The RCA Type Listing page is displayed. Click New.
Figure: RCA Type List - The RCA Type page is displayed.
Figure: RCA Type ID - Enter the required details as described in the following table and click Save.
Figure: RCA Type List
Figure: RCA Type ID| Field | Description |
|---|---|
| Tenant* | Select the Tenant from the list. This is a mandatory field. |
| RCA Name | Specify a name for the RCA. |
| Description | Specify a brief description of the RCA Type. |
| Sort Order | Select the sort order in which the RCA Type values are displayed or listed within the ITSM system when Analysts are selecting or viewing them. |
| Default | Select the check box to display the RCA Type for the selected Tenant, by default. |
| Active | Select the check box to make the RCA Type available on the other pages of the application. |
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