Critical Thinking: Root Cause Analysis

Applying Critical Thinking to AMS processes will result in fewer recurring incidents, faster resolution times, smarter resource allocation, and a continuous improvement culture—leading to greater system reliability and customer satisfaction.

One of the most important processes within an Application Support organization is the proper execution of Root Cause Analysis (RCA). It is the key to driving Application Stability if done properly.

For all to many organizations, the RCA generated focuses on symptoms and do not capture the true underlying cause of the outage. We believe this is tied directly to the loss of Critical Thinking within our organizations.

The following points will help you determine if your organization is lacking in Critical Thinking skills:

We have provided a template below for documentation of a Root Cause Analysis. It is structured in a manner for encourage the identification of the underlying cause of the problem.

Root Cause Analysis Template.docx

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