{"id":200,"date":"2014-03-29T17:25:13","date_gmt":"2014-03-29T17:25:13","guid":{"rendered":"http:\/\/itiltopia.com\/?p=200"},"modified":"2022-09-22T13:41:41","modified_gmt":"2022-09-22T20:41:41","slug":"determining-root-cause","status":"publish","type":"post","link":"http:\/\/itiltopia.com\/?p=200","title":{"rendered":"Determining Root Cause"},"content":{"rendered":"
From the ITIL Community Forum<\/a><\/div>\n
\n

Q:<\/span><\/p>\n

What does “root” means? for example, a network connection down because of network card is\u00a0 broken. This is “root” or we need to dig deeper to find out why the card is broken….how many “why” we should ask…<\/p>\n<\/div>\n

\n

A:<\/span><\/p>\n

I have used the 5 Whys rule of thumb for determining Root Cause:<\/p>\n

What happened? The network went down
\nWhy? A server’s network card failed
\nWhy? The card overheated
\nWhy? There was dust coating the card
\nWhy? The floors in the server room are never vacuumed
\nWhy? There is a policy against letting cleaning crews into the data center due to the sensitive nature of the equipment<\/p>\n

So what is the root cause of the failure? A policy that is preventing the floors from being cleaned.<\/p>\n

Again, it’s just a simple rule of thumb that can be taken less far or even further.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

From the ITIL Community Forum Q: What does “root” means? for example, a network connection down because of network card is\u00a0 broken. This is “root” or we need to dig deeper to find out why the card is broken….how many “why” we should ask… A: I have used the 5 Whys rule of thumb for …
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