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 # Ver. Date Description Author Reviewed By

1.0 DD/MM/YY

Table of Contents

(Re-generate the TOC after modifications to the document)

1 PROBLEM TICKET NUMBER........................................................................................................................................4

2 PROBLEM ABSTRACT.....................................................................................................................................................4

3 SOURCE OF PROBLEM...................................................................................................................................................4

4 PROBLEM TICKET CATEGORY...................................................................................................................................4

5 ROOT CAUSE ANALYSIS TOOL USED....................................................................................................................5

6 ROOT CAUSE ANALYSIS...............................................................................................................................................5

7 ROOT CAUSE ANALYSIS DONE BY A VENDOR.................................................................................................5

8 CORRECTIVE ACTIONS..................................................................................................................................................5

9 IF RFC IS RAISED FOR CORRECTIVE ACTION:.................................................................................................6

RFC NO. -........................................................................................................................................................................6

CHANGE CATEGORY -.....................................................................................................................................................6

CHANGE PRIORITY -.......................................................................................................................................................6

DATE CREATED -...............................................................................................................................................................6

DATE IMPLEMENTATION PROPOSED -...................................................................................................................6

SUBMITTED BY -...............................................................................................................................................................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 ProblemIncident 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 CategoryUrgent

Medium

Low

5 Impact DetailsIncident 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 Site’s 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

1 <Technical/Process/People 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 Remarks

Result

1 <Technical/Process/People etc.>

2

3

4

9 Corrective Actions

<List out corrective actions implemented>

Sl # Actions Date of implementation

Action

taken by

10 If RFC is raised for corrective action:RFC No. -

Change Category -

Change Priority -

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

12 Observation:

Sl# Performance Observed Date Status Remarks

by

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.>