Joined: Sep 16, 2006 Posts: 3524 Location: London, UK
Posted: Mon Sep 21, 2009 11:05 pm Post subject:
Here is a couple of the Root Causes
ID10T User is an idiot
N0N3T DC tech was clumsy and unplug network cable
FR13D DC Tech was clumsy and unpluged power cable
M0R0N User does not what the service hours are
F00L User thinks we control the entire internet
Here is a couple of SLA Breach reasons
SLA broke because it was badly written
SLA is based on minutes and hours and we work using Days and weeks
SLA can never be met as 100% up time can never be achieved
ClausRWJensen: For Ghu' sake. The root causes and SLA breaches for company X may not match company B. They may use difference codes, definitions etc for the RC
Incident root causes may be different from Problem Mgmt
Have you had training in ITIL ? If so, what sort of training _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
Joined: Oct 07, 2007 Posts: 441 Location: Jakarta, INA
Posted: Tue Sep 22, 2009 11:21 am Post subject:
I'll give you an illustration.
Have you ever heard of "buffer overrun"?
Consider an application system that tokens every device attached to it.
For example, if you print a document to a printer, typically a system will first send a token the the device (printer) to ask for its availability. If the printer is down (off or whatever), the system will keep on sending token periodically until the device responds.
In old client/server or mainframe architecture that handles multiple users with multiple devices attached, this would lead to catastrophic incidents.
With the above illustration, the workaround is done simply terminating the printing process. If this continues to happen, investigation would come to many root causes, f.e user forgot to turn on the printer, printer damaged, system connected to a device that no longer exist, etc. etc. The main concern is once the root cause and the resolution are established, document them. Doesn't matter if you use MS Word, Excel, Access or any DBMS.
About SLA breach reasons, if you include third party responsibilities in your SLA, you have a big chance to get breaches. Because third party performance is not within your control
Joined: Mar 04, 2008 Posts: 1894 Location: Helensburgh
Posted: Thu Sep 24, 2009 8:54 pm Post subject:
So what you are saying is that you do have a list of possible Root Causes? Or do you create a new Root Cause for every solved Problem?
I'm not looking for a list to adopt 100 % in my company but inspiration to create a list. One could think that every company e.g. have some technical Root Causes, User Behaviour Causes etc.
Root cause is a description related to the problem, not a classification.
If you have so many problems that you see it as useful to classify root causes to help with higher level analysis, then you really don't want to start encumbered by some abstracted 'industry standard' list (let alone a list culled from an organization that may or may not bear any resemblance to your own). Far better to work out your own relevant list from experience and avoid skewed analysis.
I don't see any benefit in having such a classification until you have sufficient data to justify it and then it is a one-off to go back through your problems and apply it. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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