SummitAI Service Management Help

Problem Management

Introduction

As per ITIL, Fishbone Diagram (Ishikawa– Cause & Effect Diagram) is a technique used by the Problem Management team to organize and display the various theories about what may be the Root Cause of a Problem. It focuses attention on one specific Root Cause (having made sure that everyone agrees what the Problem is), encourages innovative thinking (but not solutions, only possible causes), and provides a graphic representation of relationships. It helps to visually display the many potential causes of a Problem.

Fishbone Diagram Procedure

Agree on a problem statement (Problem Record). Write it at the center right of the flip chart or whiteboard. Draw a box around it and draw a horizontal arrow running to it.
Brainstorm the major Categories of causes of the Problem. If this is difficult, use generic headings, for example:
- Methods
- Machines (equipment)
- People (manpower)
- Materials
- Measurement
- Environment
Write the Categories of causes as branches from the main arrow.
Brainstorm all the possible causes of the Problem. Ask: “Why does this happen?” As each idea is given, the facilitator writes it as a branch from the appropriate Category. Causes can be written in several places if they relate to several categories.
Again ask “why does this happen?” about each cause. Write sub–causes branching off the causes. Continue to ask “Why?” and generate deeper levels of causes. Layers of branches indicate causal relationships.
When the group runs out of ideas, focus attention to places on the chart where ideas are few.

Accessing the Feature

All the possible causes for a PR is recorded under the ROOT CAUSE ANALYSIS tab of the Problem Record page. On clicking the Fishbone Diagram icon, a Fishbone Diagram is created and displayed in a pop-up page.

Root Cause Analysis tab
Figure: Root Cause Analysis tab

Fish Bone Diagram
Figure: Fish Bone Diagram

Note

To ensure a cleaner visual experience on the UI, the fishbone diagram displays the first 40 characters of the Problem description, followed by three dots (...) denoted as a continuation of the sentence. You can read the full description statement in the "Description" field of the Problem form.

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