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ITIL :: View topic - Root cause descriptions
Nizmo Newbie Joined: Oct 14, 2013 Posts: 5
Posted: Wed Oct 15, 2014 11:33 pm Post subject: Root cause descriptions
Please advise if you could help, we currently having a debate on how descriptive to be when documenting just the root cause portion of the Problem document.
1. Do you encompass details of what caused the problem, who caused it, when it happened, why it happened, where it happened and how it manifested itself. OR
2. Do you have a brief description with a Root cause category. e.g. Process failure – Enhancement of existing process to accommodate....
sTaD Newbie Joined: Dec 05, 2007 Posts: 11
Posted: Thu Oct 23, 2014 11:23 pm Post subject:
When documenting the root cause, the technician is to be as descriptive as possible etc.
Your Major Problem Review will pick up the details of what caused the problem, who caused it, when it happened, why it happened, where it happened and how it manifested itself.
hope this helps.
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