Back to Glossary
ITSM
Root Cause Analysis
Quick Definition
A systematic investigation technique used to identify the fundamental underlying cause of an incident or problem.
Detailed Explanation
RCA goes beyond fixing symptoms to discover why an issue occurred in the first place. Common techniques include the 5 Whys (repeatedly asking 'why' until the root cause is reached), Ishikawa (fishbone) diagrams, fault tree analysis, and Kepner-Tregoe analysis.
Effective RCA requires accurate data, cross-functional collaboration, and a blame-free culture. The goal is systemic improvement, not individual blame.
In ITSM, RCA is primarily performed within problem management. The outputs — root causes and permanent fixes — are documented in the known error database and drive continual improvement.
Related Terms
Relevant Frameworks
ITILLeanSix Sigma