Root cause descriptions

Discussion on issues related directly or largely to ITIL problem management.
Post Reply
User avatar
Nizmo
Itiler
Itiler
Posts: 5
Joined: Sun Oct 13, 2013 8:00 pm

Wed Oct 15, 2014 9:33 am

Please advise if you could help, we currently having a debate on how descriptive to be when documenting just the root cause portion of the Problem document.

1. Do you encompass details of what caused the problem, who caused it, when it happened, why it happened, where it happened and how it manifested itself. OR

2. Do you have a brief description with a Root cause category. e.g. Process failure – Enhancement of existing process to accommodate....


User avatar
sTaD
Itiler
Itiler
Posts: 11
Joined: Tue Dec 04, 2007 7:00 pm

Thu Oct 23, 2014 9:23 am

When documenting the root cause, the technician is to be as descriptive as possible etc.

Your Major Problem Review will pick up the details of what caused the problem, who caused it, when it happened, why it happened, where it happened and how it manifested itself.

hope this helps.
Post Reply