IT Support Root Cause Analysis Techniques

Techniques

• 5 Whys: Ask "why" five times to get to root cause
• Fishbone diagram: Map causes by category (people, process, technology, environment)
• Pareto analysis: 80% of problems come from 20% of causes
• Timeline analysis: Map events leading to incident

When to Use

• Same issue recurs 3+ times
• High-impact incident
• SLA compliance drops