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.