Root Cause Analysis (RCA) is a technique of analyzing the root cause of a Problem. If a Problem Manager identifies the root cause of a Problem, it can be used to find an effective and permanent solution to resolve and prevent the reoccurrence of the Problem. RCA involves defining the Problem, analyzing the Problem, and finding the prevention for it.
Example: If a server crashes frequently leading to data loss, it can be prevented by analyzing the root cause of the Problem and fixing the cause of the crash.
Advantages
Better problem solving ability
Prevent the reoccurrence of Problems and Incidents
Helps in smoother IT operations
Accessing the Feature
After the approval and analysis of the Problem Record, the RCA can be specified under the RCA tab of the Problem Record page, see Creating Problem Records (PRs)_PM.