Scribd
Upload
401 views9 pages

Root Cause Analysis,: Incident /problem

This document provides a root cause analysis for an incident/problem ticket. It includes sections for the problem ticket number, abstract, source, category and impact details. The root cause analysis identifies 4 potential causes and was conducted using a fishbone diagram. Corrective actions were implemented and preventative actions are planned. Reviews were conducted and communications sent regarding the problem.

Uploaded by

Jessica Alvarez
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
401 views9 pages

Root Cause Analysis,: Incident /problem

This document provides a root cause analysis for an incident/problem ticket. It includes sections for the problem ticket number, abstract, source, category and impact details. The root cause analysis identifies 4 potential causes and was conducted using a fishbone diagram. Corrective actions were implemented and preventative actions are planned. Reviews were conducted and communications sent regarding the problem.

Uploaded by

Jessica Alvarez
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 9

Root Cause Analysis,

for <Incident/Problem_Id>
Incident /Problem : < Title of the Problem>

< Program Name >_<A/C Name>


Version : < X.X >

Document Version History

Ver #
1.0

Ver. Date
DD/MM/YY

Description

Author

Reviewed By

Table of Contents
(Re-generate the TOC after modifications to the document)

PROBLEM TICKET NUMBER........................................................................................................................................4

PROBLEM ABSTRACT.....................................................................................................................................................4

SOURCE OF PROBLEM...................................................................................................................................................4

PROBLEM TICKET CATEGORY...................................................................................................................................4

ROOT CAUSE ANALYSIS TOOL USED...................................................................................................................5

ROOT CAUSE ANALYSIS..............................................................................................................................................5

ROOT CAUSE ANALYSIS DONE BY A VENDOR................................................................................................5

CORRECTIVE ACTIONS.................................................................................................................................................5

IF RFC IS RAISED FOR CORRECTIVE ACTION:..............................................................................................6

RFC NO.

-........................................................................................................................................................................6

CHANGE CATEGORY

-.....................................................................................................................................................6

CHANGE PRIORITY

-......................................................................................................................................................6

DATE CREATED

-...............................................................................................................................................................6

DATE IMPLEMENTATION PROPOSED


SUBMITTED BY

-...................................................................................................................6

-...............................................................................................................................................................6

STATUS APPROVED/REJECTED

-...............................................................................................................................6

10

PREVENTIVE ACTIONS.............................................................................................................................................6

11

OBSERVATION:.............................................................................................................................................................6

12

REVIEW.............................................................................................................................................................................7

13

COMMUNICATION.......................................................................................................................................................7

14

REFERENCE.....................................................................................................................................................................7

1 Problem Ticket Number


2 Problem Abstract

<Describe the Incident/Problem>


2.1

Event Description

<Describe the events that took place when the problem ticket or major incident was logged.>

3 Source of Problem
Incident Trend Analysis
Event Management & Detection systems
Device / Application Failures
Escalated / Major Incident
Problem forwarded by other groups
Others

<If Others, provide description of the same>

4 Problem Ticket Category


Urgent
Medium
Low

5 Impact Details
Incident impact details
No. of affected users

Total duration of the


incident

Systems /
Applications affected

System availability

(Eg:24x7, 08:00 to
18:00 hrs)
Impact on business

Sites Affected

Geographies
Impacted

Cost to the Business


(in $)

6 Root Cause Analysis Tool used


<Please provide a description/name of the tool used if any>

7 Root Cause Analysis


<Provide Root Cause Analysis>
<It is recommended to use Fishbone diagram>

Sl#

Cause

Type of Cause

Investigation
Result

Remarks

<Technical/Process/Peopl
e etc.>

2
3
4

8 Root Cause Analysis done by a Vendor


<Descriptive information of the RCA, if done by Vendor/Customer managed, in case a detailed RCA report is
received, please provide descriptive information below and attach the report.>

Sl#

Cause

Type of Cause

Investigation
Result

Remarks

<Technical/Process/Peopl
e etc.>

2
3
4

Corrective Actions

<List out corrective actions implemented>


Sl #

10

Actions

Date of
implementation

If RFC is raised for corrective action:


RFC No.

Change Category

Change Priority

Action
taken by

Date Created

Date Implementation proposed

Submitted by

Status Approved/Rejected

11 Preventive Actions
<List out the preventive action details. Mandatory to fill in all the fields >

Sl#

Action

Owner

Target
Date

Status

Actual
Date

Observe
d by

Date

Status

Remark
s

12 Observation:
Sl#

Performance

13 Review
<State the details reviews conducted internally/with affected parties/customer>

14 Communication
<Provide details of communications sent to team members, Management, Customer>

For additional information about this Problem, please contact:

Name

e-mail id

Contact number
-landline & extn no.

Contact number mobile no.

15 Reference
<Attach details of references such as Incident trend analysis, pareto, customer
communication wrt escalation etc.>

You might also like