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.>