Explore our ITIL Root Cause Analysis Template, a comprehensive guide for identifying incidents, determining root causes, formulating solutions, and ensuring effective implementation.
1
Identify the incident requiring analysis
2
Document the incident details
3
Gather additional data about the incident
4
Analyze and isolate significant incident factors
5
Identify potential root causes
6
Test the most probable root cause to confirm
7
Document root cause and supporting evidence
8
Approval: Root Cause Analysis
9
Formulate a solution to address the root cause
10
Develop an action plan for solution implementation
11
Assign tasks and responsibilities relating to the action plan
12
Implement the action plan
13
Monitor the changes after implementation
14
Collect feedback post implementation
15
Adjust the action plan as necessary
16
Verify the solution efficacy
17
Update and finalize the root cause analysis report
18
Approval: Final Report
19
Communicate the root cause analysis findings to stakeholders
20
Archive the root cause analysis report and related documents
Identify the incident requiring analysis
Identify the specific incident that needs to be analyzed. Explain the importance of properly identifying the incident and how it impacts the overall root cause analysis process. Provide guidance on how to determine which incidents should be selected for analysis. Discuss potential challenges that may arise during this task and offer solutions to overcome them. Additionally, outline any resources or tools that may be necessary for this task.
1
High
2
Medium
3
Low
1
Hardware
2
Software
3
Network
4
User Error
5
Unknown
Document the incident details
Explain the importance of documenting incident details thoroughly. Highlight the role of this task in providing a comprehensive understanding of the incident. Discuss the desired results and how the documentation will contribute to the overall root cause analysis. Identify potential challenges and provide remedies. Specify any relevant form fields that need to be filled during this task.
1
Screenshots
2
Error Messages
3
Log Files
Gather additional data about the incident
Explain the need for gathering additional data in order to analyze the incident effectively. Discuss the impact of this task on the accuracy of the root cause analysis. Describe the desired results and how the data will contribute to the process. Address any potential challenges and provide solutions. Specify any relevant form fields that need to be filled during this task.
1
System Logs
2
Database Records
3
User Interviews
1
Performance Metrics
2
Error Codes
3
User Input
1
Manual Entry
2
Automated Script
3
Third-Party Tool
Analyze and isolate significant incident factors
Explain the importance of analyzing and isolating significant incident factors in order to identify the root cause. Discuss the impact of this task on the accuracy of the analysis. Describe the desired results and how the factors will be evaluated. Address any potential challenges and provide solutions. Specify any relevant form fields that need to be filled during this task.
1
Impact on Users
2
Frequency
3
Duration
4
Affected Components
1
Critical
2
High
3
Medium
4
Low
1
Hardware Failure
2
Software Bug
3
Network Outage
Identify potential root causes
Explain the importance of identifying potential root causes to address the incident effectively. Discuss the impact of this task on finding a sustainable solution. Describe the desired results and how the potential root causes will be evaluated. Address any potential challenges and provide solutions. Specify any relevant form fields that need to be filled during this task.
1
Insufficient Training
2
Lack of Documentation
3
Configuration Error
1
High
2
Medium
3
Low
1
People
2
Process
3
Technology
Test the most probable root cause to confirm
Explain the importance of testing the most probable root cause to validate the analysis. Discuss the impact of this task on ensuring the accuracy of the root cause. Describe the desired results and how the testing will be conducted. Address any potential challenges and provide solutions. Specify any relevant form fields that need to be filled during this task.
1
Successful
2
Partially Successful
3
Unsuccessful
Document root cause and supporting evidence
Explain the importance of documenting the root cause and supporting evidence. Discuss the impact of this task on providing a clear understanding of the analysis. Describe the desired results and how the documentation will contribute to the solution development. Address any potential challenges and provide solutions. Specify any relevant form fields that need to be filled during this task.
Approval: Root Cause Analysis
Will be submitted for approval:
Identify the incident requiring analysis
Will be submitted
Document the incident details
Will be submitted
Gather additional data about the incident
Will be submitted
Analyze and isolate significant incident factors
Will be submitted
Identify potential root causes
Will be submitted
Test the most probable root cause to confirm
Will be submitted
Document root cause and supporting evidence
Will be submitted
Formulate a solution to address the root cause
Explain the importance of formulating a solution to address the root cause. Discuss the impact of this task on resolving the incident effectively. Describe the desired results and how the solution will be developed. Address any potential challenges and provide solutions. Specify any relevant form fields that need to be filled during this task.
1
Step 1
2
Step 2
3
Step 3
Develop an action plan for solution implementation
Explain the importance of developing an action plan for solution implementation. Discuss the impact of this task on ensuring a structured approach to implement the solution. Describe the desired results and how the action plan will be developed. Address any potential challenges and provide solutions. Specify any relevant form fields that need to be filled during this task.
1
Task 1
2
Task 2
3
Task 3
Assign tasks and responsibilities relating to the action plan
Explain the importance of assigning tasks and responsibilities in order to ensure accountability during solution implementation. Discuss the impact of this task on the overall success of the action plan. Describe the desired results and how the tasks and responsibilities will be assigned. Address any potential challenges and provide solutions. Specify any relevant form fields that need to be filled during this task.
1
Task 1
2
Task 2
3
Task 3
Implement the action plan
Explain the importance of implementing the action plan to address the root cause. Discuss the impact of this task on resolving the incident and preventing future occurrences. Describe the desired results and how the plan will be executed. Address any potential challenges and provide solutions. Specify any relevant form fields that need to be filled during this task.
1
Step 1
2
Step 2
3
Step 3
Monitor the changes after implementation
Explain the importance of monitoring the changes after implementing the action plan. Discuss the impact of this task on ensuring the effectiveness of the solution. Describe the desired results and how the monitoring will be conducted. Address any potential challenges and provide solutions. Specify any relevant form fields that need to be filled during this task.
1
Performance Metrics
2
Error Logs
3
User Feedback
1
Daily
2
Weekly
3
Monthly
Collect feedback post implementation
Explain the importance of collecting feedback post implementation to gain insights on the solution's impact. Discuss the impact of this task on continuous improvement. Describe the desired results and how the feedback will be collected. Address any potential challenges and provide solutions. Specify any relevant form fields that need to be filled during this task.
Adjust the action plan as necessary
Explain the importance of adjusting the action plan based on feedback and monitoring results. Discuss the impact of this task on ensuring the solution's effectiveness. Describe the desired results and how the adjustment will be made. Address any potential challenges and provide solutions. Specify any relevant form fields that need to be filled during this task.
Verify the solution efficacy
Explain the importance of verifying the solution's efficacy to ensure the successful resolution of the incident. Discuss the impact of this task on the overall root cause analysis process. Describe the desired results and how the verification will be conducted. Address any potential challenges and provide solutions. Specify any relevant form fields that need to be filled during this task.
1
Testing
2
User Validation
3
Performance Metrics
1
Successful
2
Partially Successful
3
Unsuccessful
Update and finalize the root cause analysis report
Explain the importance of updating and finalizing the root cause analysis report to document the findings accurately. Discuss the impact of this task on providing a comprehensive report. Describe the desired results and how the report will be updated and finalized. Address any potential challenges and provide solutions. Specify any relevant form fields that need to be filled during this task.
Approval: Final Report
Will be submitted for approval:
Formulate a solution to address the root cause
Will be submitted
Develop an action plan for solution implementation
Will be submitted
Assign tasks and responsibilities relating to the action plan
Will be submitted
Implement the action plan
Will be submitted
Monitor the changes after implementation
Will be submitted
Collect feedback post implementation
Will be submitted
Adjust the action plan as necessary
Will be submitted
Verify the solution efficacy
Will be submitted
Update and finalize the root cause analysis report
Will be submitted
Communicate the root cause analysis findings to stakeholders
Explain the importance of communicating the root cause analysis findings to stakeholders to ensure transparency and collaboration. Discuss the impact of this task on sharing valuable insights. Describe the desired results and how the findings will be communicated. Address any potential challenges and provide solutions. Specify any relevant form fields that need to be filled during this task.
1
Management
2
IT Team
3
End Users
Archive the root cause analysis report and related documents
Explain the importance of archiving the root cause analysis report and related documents for future reference. Discuss the impact of this task on knowledge retention. Describe the desired results and how the archiving will be done. Address any potential challenges and provide solutions. Specify any relevant form fields that need to be filled during this task.
