ITIL root cause analysis template

Begin by documenting all observed symptoms thoroughly. Then use techniques like the “5 Whys” or fishbone diagrams to dig deeper. The template’s structure helps separate symptoms from causes by providing dedicated sections for each. Look for patterns across multiple incidents and involve team members with diverse expertise to avoid superficial analysis.

Link each corrective action directly to the identified root cause, not just to symptoms. Specify measurable outcomes and testing criteria to verify effectiveness. The template’s change management section helps track implementation status and provides space for documenting your backout plan if the solution creates new problems. Review similar past incidents to ensure your solution addresses fundamental issues.

Create a change request once you’ve identified the actual root cause and determined necessary corrective actions. The template links analysis directly to change management by including fields for the change request ID and description. This ensures your solution follows proper approval processes and risk assessment before implementation, preventing hasty fixes that might create new problems.

Document each root cause separately in the template, noting how they interacted or compounded each other. Prioritize addressing causes based on their contribution to the incident and likelihood of recurrence. Create separate corrective actions for each cause, while considering their interdependencies. This comprehensive approach prevents partial solutions that leave your systems vulnerable to similar failures.