Root Cause (ITIL Service Operation) The underlying or original cause of an incident or problem.
(Operação de Serviço da ITIL) A causa desconhecida ou original de um incidente ou problema.
Es la causa subyacente u original de un incidente o problema.
インシデントまた は問題の、根本的な、または元の原因。
ITIL - Glossary of Terms, Definitions and Acronyms
Root cause analysis is a methodology that is continually evolving. Like most Quality Improvement approaches it is not magic; "there is no silver bullet". It is the application in a different way of a series of well known, common sense techniques which used in a different combination can produce a systematic, quantified and documented approach to the identification, understanding and resolution of underlying causes of under achieved quality in organisations.
Why is RCA important?
- Getting to the root cause means stopping it from ever happening again
- A structured problem solving - an agreed approach
- Determines underlying causes It prevents re-occurrence
- Provides a permanent solutions
- It avoids repeats of non-conformities
know more at Root Cause Analysis
| bop_sinfo -dq rc |
|---|
Factory rc < Rootcause > Attributes: id INTEGER UNIQUE producer_id LOCAL STRING(20) persistent_id persid STRING(30) delete_flag del SREL -> actbool.enum REQUIRED sym STRING(60) REQUIRED SKEY UNIQUE last_mod_dt DATE last_mod_by SREL -> cnt.id TENANCY_UNRESTRICTED description STRING(240) tenant SREL -> tenant.id |
| pdm_extract Rootcause |
|---|
TABLE Rootcause del description id last_mod_by last_mod_dt persid sym tenant |
Root cause Specifies the code associated with the core reason why the ticket was opened. Your service desk can use generic root cause codes, such as Hardware Failure or Software Failure, or more specific codes, such as Network.Cable, Network.Card or Network.Response. You can enter the root cause directly into the field, or click the Lookup icon to display the defined root causes and select one. Issue Management - CA Service Management - 14.1 - CA Technologies Documentation
Load example
| pdm_load -i -f rootcause.txt |
|---|
TABLE Rootcause sym description {"Building.Power","When outage is caused due to a problem with the building power"} {"Change.Failure","When a change in the environment (planned or unplanned) is the source of the error"} {"Doc.Error","When the documentation or knowledge was incorrect "} {"Hardware.Desktop.Failure","When a failure of any hardware component on a desktop caused the error"} {"Hardware.Laptop","When a failure of any hardware component on a labtop caused the error"} {"Hardware.Network","When a network failure caused the error"} {"Hardware.Server","When a failure of any hardware component on a server caused the error"} {"Software.Config.App","When the configuration of an application caused the error"} {"Software.Config.Desktop","When the configuration of a desktop caused the error"} {"Software.Config.Laptop","When the configuration of a laptop caused the error"} {"Software.Config.Network","When the configuration of a network caused the error"} {"Software.Config.Server","When the configuration of a server caused the error"} {"Software.Patch","When there was a bug in the SW application that caused the error, and a patch is available"} {"User.Training","When the end user does not know how to perform the task"} {"User.Error","When the end user was not performing the task properly"} {"Hardware.Desktop.Config Error","When the configuration of the desktop or laptop caused the error"} {"Doc.Incomplete","When the documentation or knowledge was incomplete in the directions provided "} {"Unknown","When the root cause of the error is unknown (Use only rarely)"} {"Software.Defect","Defects with the software applications. Resolution may be via triage with CA's Application Performance Monitoring (APM) or Service Operations Insight (SOI). This code is set by SME."} |
For your use
| SYM | DESCRIPTION |
|---|
| Building.Power | When outage is caused due to a problem with the building power |
| Change.Failure | When a change in the environment (planned or unplanned) is the source of the error |
| Doc.Error | When the documentation or knowledge was incorrect |
| Hardware.Desktop.Failure | When a failure of any hardware component on a desktop caused the error |
| Hardware.Laptop | When a failure of any hardware component on a labtop caused the error |
| Hardware.Network | When a network failure caused the error |
| Hardware.Server | When a failure of any hardware component on a server caused the error |
| Software.Config.App | When the configuration of an application caused the error |
| Software.Config.Desktop | When the configuration of a desktop caused the error |
| Software.Config.Laptop | When the configuration of a laptop caused the error |
| Software.Config.Network | When the configuration of a network caused the error |
| Software.Config.Server | When the configuration of a server caused the error |
| Software.Patch | When there was a bug in the SW application that caused the error, and a patch is available |
| User.Training | When the end user does not know how to perform the task |
| User.Error | When the end user was not performing the task properly |
| Hardware.Desktop.Config Error | When the configuration of the desktop or laptop caused the error |
| Doc.Incomplete | When the documentation or knowledge was incomplete in the directions provided |
| Unknown | When the root cause of the error is unknown (Use only rarely) |
| Software.Defect | Defects with the software applications. Resolution may be via triage with CA's Application Performance Monitoring (APM) or Service Operations Insight (SOI). This code is set by SME. |
We can require a fulfillment using options manager "force_rootcause"
Specifies how the Root Cause field is handled for requests, change orders, and issues.
If this option is not installed, the root cause field values of all children are left unchanged.
If the option is installed, the root cause value of the parent are propagated to its children.
When this option is installed, choose one of the following values:
Empty -- The root cause value of the parent are forced onto the children only when the child does not have a value for the root cause field. It does not overwrite an existing root cause value. This is the default.
All -- The root cause value of the parent is forced onto all children even if they already have a value for the root cause field. It overwrites the current value with the value of the parent.
Options Manager
Know more:
Mini Guide to Root Cause Analysis
CA SDM Loading groups pdm_load
CA SDM Loading contacts pdm_load
DEREF - pdm_deref - Everthing do you need know
CA SDM Load department using pdm_load - dept - ca_resource_department
CA Service Desk Manager Load Category using pdm_load - pcat - Prob_Category - User view Prob_Ctg Category.xlsx
CA SDM Loading group members pdm_load
CA SDM how to delete location?
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