Root Cause - rootcause - rc / Causa raiz - 根本原因 -

Document created by TMACUL Champion on Nov 4, 2015
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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

SYMDESCRIPTION
Building.PowerWhen outage is caused due to a problem with the building power
Change.FailureWhen a change in the environment (planned or unplanned) is the source of the error
Doc.ErrorWhen the documentation or knowledge was incorrect
Hardware.Desktop.FailureWhen a failure of any hardware component on a desktop caused the error
Hardware.LaptopWhen a failure of any hardware component on a labtop caused the error
Hardware.NetworkWhen a network failure caused the error
Hardware.ServerWhen a failure of any hardware component on a server caused the error
Software.Config.AppWhen the configuration of an application caused the error
Software.Config.DesktopWhen the configuration of a desktop caused the error
Software.Config.LaptopWhen the configuration of a laptop caused the error
Software.Config.NetworkWhen the configuration of a network caused the error
Software.Config.ServerWhen the configuration of a server caused the error
Software.PatchWhen there was a bug in the SW application that caused the error, and a patch is  available
User.TrainingWhen the end user does not know how to perform the task
User.ErrorWhen the end user was not performing the task properly
Hardware.Desktop.Config ErrorWhen the configuration of the desktop or laptop caused the error
Doc.IncompleteWhen the documentation or knowledge was incomplete in the directions provided
UnknownWhen the root cause of the error is unknown (Use only rarely)
Software.DefectDefects 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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