How do you align your root cause analysis with your service level agreements and customer expectations?

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Root cause analysis (RCA) is a process of identifying and resolving the underlying factors that cause incidents in your service desk. By conducting RCA, you can prevent recurring issues, improve service quality, and increase customer satisfaction. However, RCA also requires time, resources, and coordination with various stakeholders. How do you align your RCA with your service level agreements (SLAs) and customer expectations? Here are some tips to help you.

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Ashmil Hussain

Driving Innovation in IT Ops | Playing around with GenAI - Assisting companies in achieving expedited incident…
Travis Beeson

DoD Acquisition Program Manager at NJVC-LLC

1 Define your RCA scope and objectives

Before you start your RCA, you need to define your scope and objectives. What are the criteria for selecting incidents that require RCA? How deep and broad will your analysis go? What are the expected outcomes and benefits of your RCA? How will you measure and report them? By clarifying these questions, you can align your RCA with your SLAs and customer expectations. For example, you can prioritize incidents that have a high impact on your SLA metrics, such as availability, performance, or resolution time. You can also communicate your RCA objectives and scope to your customers and stakeholders, so they know what to expect from your process.

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Chayan Paul

Strategic IT Operations Manager | Expert in Infrastructure Management, Service Delivery & Project Lifecycle | Championing Cloud Technologies, Service Now, Data Analytics & AI | Prince2 Agile Practitioner | ITIL4 | Gen AI
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Defining the scope of incidents where RCA is required is important to start with. Mostly all major/critical (P1) incidents are considered for RCA followed by any re-curring issues which has a workaround but needs a permanent fix to eradicate the recurring incidents completely. The root cause analysis should be broken into actions to fix the 'problem' causing the 'issues'. Often this can involve multiple teams to invoke process changes or techincal fix/upgrade/addition. All actions should be given reasonable timeline to be completed and the progression should be tracked on certain frequency.

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2 Follow a structured RCA method

To conduct your RCA effectively, you need to follow a structured method that guides you through the steps of problem identification, analysis, solution, and implementation. There are various RCA methods that you can use, such as the 5 Whys, the Fishbone Diagram, or the Fault Tree Analysis. The method you choose should depend on the complexity and nature of your incident, as well as your available data and tools. By following a structured RCA method, you can ensure that your analysis is consistent, thorough, and transparent. You can also document and share your RCA findings and recommendations with your customers and stakeholders, so they can see how you address the root causes of incidents.

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Ashmil Hussain

Driving Innovation in IT Ops | Playing around with GenAI - Assisting companies in achieving expedited incident resolution with help of AI and meeting their cloud application SLAs effectively.
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Depending on the industry and the type of incidents you handle, you might need an extended version of any popular method. While "Five Whys" is a good one, in the context of GenAI, it's more beneficial to have a detailed summary, supporting documents, and data in one place. This can be utilized by AI to learn from and provide assistance in the future. Structured data is crucial for simplifying future tasks.

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Travis Beeson

DoD Acquisition Program Manager at NJVC-LLC
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Has anyone seen an article listing the categories for an Ishikawa/Fishbone diagram for a Service Level Agreement Contract. We used: Training, Contract, People, Management, Process, and Environment for my last RCA. I realize there appears to be overlap in the above categories, but that's what we came up with. We then did 5-Whys on each of the items listed in the categories.

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3 Involve the right people

RCA is not a solo activity. You need to involve the right people who have the knowledge, skills, and authority to contribute to your RCA process. Depending on your incident, you may need to collaborate with your service desk team, your technical experts, your suppliers, your customers, or your management. By involving the right people, you can gain different perspectives, insights, and feedback on your RCA. You can also build trust and rapport with your customers and stakeholders, as they feel involved and valued in your RCA process.

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4 Implement and monitor your RCA solutions

The final step of your RCA process is to implement and monitor your solutions that address the root causes of incidents. This is where you translate your RCA findings and recommendations into actions that improve your service desk performance and quality. To implement and monitor your RCA solutions, you need to define your action plan, assign responsibilities, set deadlines, and track progress. You also need to communicate your RCA solutions to your customers and stakeholders, so they know what changes you are making and how they will benefit from them. Moreover, you need to monitor the impact of your RCA solutions on your SLA metrics and customer satisfaction, so you can evaluate and adjust them as needed.

RCA is a powerful tool for improving your service desk performance and quality. By aligning your RCA with your SLAs and customer expectations, you can enhance your service desk value and reputation. However, RCA is not a one-time event. It is a continuous process that requires regular review and improvement. Therefore, you should always look for opportunities to learn from your incidents, conduct RCA, and implement solutions that prevent recurrence and improve service delivery.

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Chayan Paul

Strategic IT Operations Manager | Expert in Infrastructure Management, Service Delivery & Project Lifecycle | Championing Cloud Technologies, Service Now, Data Analytics & AI | Prince2 Agile Practitioner | ITIL4 | Gen AI
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Defining a method to measure the success of the RCA is important. This can sometimes be easy by simply measuring the volume of incidents before and after implemting the learnings from the RCA. However quantifying them in some cases can be difficult where a qualitative measurement is required like adding some new features to a service, introduction of additional reviews to avoid errors etc. In both scenarios (quantitative or qualitative) an attempt to measure the success can relfect positively on the outcome of the RCA and how it helps both IT and business operations.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you align your root cause analysis with your service level agreements and customer expectations?

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1 Define your RCA scope and objectives

2 Follow a structured RCA method

3 Involve the right people

4 Implement and monitor your RCA solutions

5 Here’s what else to consider

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