Root Cause Analysis (RCA)

Root cause analysis (RCA) refers to a structured methodology focused on identifying the underlying source of problems as opposed to just addressing their symptoms.

Why Managed Service Providers Use It:

– Fixes problems from reoccurring through deep diagnosis.
– Improves efficiency by reducing repeat issues.
– Critical for meeting client SLAs commitments.
– Enables accurate reporting for management.

Example:

Instead of temporary quick-fixes, an MSP leverages RCA to trace back repeated server crashes experienced by a customer to bad RAM modules. Replacing the defective hardware solves the problem permanently.

Steps in Root Cause Analysis:

– Evidence collection through monitoring.
– Isolating failure points.
– Identifying root cause candidates.
– Testing root causes systematically.

Leveraging root cause analysis is key for managed service providers seeking to deliver robust, long-
term IT solutions to clients rather than just temporary relief.