Using the 5 WHYs to determine why your SAP Major Incident really happened
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Transcript of Using the 5 WHYs to determine why your SAP Major Incident really happened
Use the 5 WHYs to determine why your last
SAP Major Incident really happened
*
Without making your brain bleed *
First, pretend you’re a kid again and ask…
WHY?
WHY? WHY?
WHY? WHY?
WHY?
WHY?
We know, it’s extremely annoying.
But after a Major SAP Incident,
it’s crucial to get down to the REAL
root cause of the issue…
But after a Major SAP Incident,
it’s crucial to get down to the REAL
root cause of the issue…
If you don’t do this, you’ll never be able to
fix the underlying problem...
But after a Major SAP Incident,
it’s crucial to get down to the REAL
root cause of the issue…
If you don’t do this, you’ll never be able to
fix the underlying problem...
Which means the Major Incident will
happen again
So you need to ask
5 TIMES
So you need to ask
Only then will you get down to the root cause responsible for the pain of your Major Incident.
Like toothache, SAP Major Incidents really hurt.
Take this example…
OUR INTERFACE
HAS FAILED!
WHY
Why did the interface fail?
BECAUSE THERE WAS AN IDoc ERROR
Why did the interface fail?
BECAUSE THERE WAS AN IDoc ERROR
Why was there an IDoc error?
BECAUSE A LEGACY SYSTEM SENT THE WRONG DATA
Why did the interface fail?
BECAUSE THERE WAS AN IDoc ERROR
Why did a legacy system send the wrong data?
BECAUSE THERE WAS NO VALIDATION ON A DATA INPUT SCREEN
Why was there an IDoc error?
BECAUSE A LEGACY SYSTEM SENT THE WRONG DATA
Why did the interface fail?
BECAUSE THERE WAS AN IDoc ERROR
Why did a legacy system send the wrong data?
BECAUSE THERE WAS NO VALIDATION ON A DATA INPUT SCREEN
Why was there no validation?
BECAUSE IT WASN’T IN THE SPEC
Why was there an IDoc error?
BECAUSE A LEGACY SYSTEM SENT THE WRONG DATA
Why did the interface fail?
BECAUSE THERE WAS AN IDoc ERROR
Why did a legacy system send the wrong data?
BECAUSE THERE WAS NO VALIDATION ON A DATA INPUT SCREEN
Why was there no validation?
BECAUSE IT WASN’T IN THE SPEC
Why wasn’t it in the spec?
BECAUSE OUR REQUIREMENTS SPECIFCATION DOESN’T MANDATE THAT VALIDATION MUST BE DESIGNED IN TO SYSTEM CHANGES
Why was there an IDoc error?
BECAUSE A LEGACY SYSTEM SENT THE WRONG DATA
BINGO! BECAUSE OUR
REQUIREMENTS SPECIFCATION DOESN’T
MANDATE THAT VALIDATION MUST BE
DESIGNED IN TO SYSTEM CHANGES
Now here’s your real underlying root cause
And more importantly, You’ve identified something you can actually fix
BECAUSE OUR REQUIREMENTS
SPECIFCATION DOESN’T MANDATE THAT
VALIDATION MUST BE DESIGNED IN TO SYSTEM
CHANGES
You’ve now found a way to stop similar incidents like this disrupting your
business operations again in the future
You’ve now found a way to stop similar incidents like this disrupting your
business operations again in the future
And you can go back and identify other validation issues that may cause
interfaces to fail.
TEMPLATE
DOWNLOAD THE MAJOR INCIDENT REPORT TEMPLATE
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