What is Root Cause Analysis (RCA) in IT Support?
No matter how robust, IT systems and associated applications are sure to run into faults and problems. How you deal with these issues matters, and finding the root of the problem is often the best solution – if not always the most immediately noticeable as to why.
At CAB IT, we support businesses like yours with obtaining and maintaining a secure, robust IT infrastructure. In this article, we’ll explain how root cause analysis (RCA) can make your problem solving easier, and how IT support goes about achieving this.
For help and advice for your IT systems, get in touch today.
What is Root Cause Analysis (RCA)?
Root cause analysis (RCA) is a method of problem solving used in IT support. It identifies the ‘root cause’ of an issue, meaning the cause that’s highest in the chain of events. By resolving the root of the issue, RCA endeavours to prevent more than just the immediate problems, and proves an effective process for resolving IT issues.
How to Carry Out Root Cause Analysis
When you don’t have a specific error message, root cause analysis can involve a fair bit of trial and error. IT systems and associated devices receive updates, new installations, and human interactions on an incredibly frequent basis. Even if something has gone wrong, it can often take a while before it sees any effect. As such, finding the source of the issue can be tricky.
The way to speed up this process is to consider what has changed since your system last worked correctly, and what is the most likely cause of the problem. From there, you can work your way outwards to find the exact cause of the issue.
Here are some of the primary causes of issues in IT systems:
New Software
Adding new programs that interact with or modify other parts of your IT system can cause issues. If you programs have conflict with each other, one will likely take a higher priority, resulting in the other not working as intended. With any new program or piece of software, it’s important to implement it in such a way that it coexists alongside your existing IT infrastructure.
Antivirus with lots of firewall permissions can cause unforeseen results, possibly blocking off ports or connection attempts it deems ‘suspicious’. If you have recently added new software like this to your IT system, check what it has control over, and add in exceptions or rules for the processes you need to keep running.
Software Updates
Much like with new software, software updates can come with a host of changes that conflict with other parts of your system. These can vary from small impacts, like a link no longer opening the intended file, to larger ones, such as a system service refusing to run. Some updates to check include:
- Operating system
- Languages or technology suites e.g. JavaScript, DirectX
- Conflicts with updated language libraries
- Individual applications
- Antivirus and other security programs
External Factors
Occasionally, external factors could be the cause of your issues. This could be to do with your ISP, your software providers, or even something like a virus or piece of malware. Malware and viruses should always be scanned for and protected against vigilantly, while the other factors are better to consider after exhausting other options.
With any IT system, you should always keep a backup of your files and data. This allows you to do system restoration without losing all your data, and makes you safer against other data loss incidents as well. With cloud-based solutions, you can back up your data with ease – while also improving the efficiency of your work.
Human Error
Lastly is human error, as this is often the most unpredictable. Unintended or uninformed system modifications, such as changing passwords or disabling certain services, can result in things not functioning as intended. Luckily, things that can be broken in this way are often much easier to fix, albeit harder to find.
Also falling under this umbrella are things such as licenses running out, which can cause your system to fail without any direct action from a person. In these cases, you should try and set up a schedule that means relicensing fees can be handled with ease.
Why Root Cause Analysis is Important for IT Support
Analysing the root cause can take time, effort, and by extension money away from other activities. Slapping a band-aid on the problem and calling it a day might be the most efficient solution in the short-term, but for the long run solving the root of the issue will offer much greater returns. Here are some of the main reasons why:
1. Less time spent on problem solving
While finding the root cause may take more time than fixing the issue in the first instance, this can save you more time in the long run. As the issue repeats itself due to the root problem not being attended to, the time taken to resolve it will stack up. Quashing the issue as soon as it arises instead keeps the time taken for problem solving minimal.
2. Greater system functionality
Less problems means more uptime, a more flexible system, and more things you can do without running into issues. This allows you to make better use of your IT infrastructure, making it seem as though it has increased in functionality – when, instead, it is just reaching its full potential.
3. Preventing snowball effects
One problem can quickly lead to more, and if you cover it up rather than resolving it, this might spiral out of control. By resolving the root of each issue as it comes up, you stop yourself from having to deal with a tangled mass of them later down the line.
4. Ensuring an understanding of your IT system
Through analysing the root cause of your issues, you’re likely able to form a better understanding of how each part of your IT system connects with the other. By doing this, you’ll be better positioned to add new things to it down the line, preventing problems from occurring while doing so.
In-Depth Analysis and Resolution from CAB IT
Root cause analysis identifies the specific cause of a problem, works to resolve it, and prevents you from having to spend more time and resources on the same problem in the future. To properly undertake RCA, and implement its results, you’ll need the support of a dedicated IT team.
At CAB IT, we provide a quality service for IT support and problem solving. With decades of experience in our field, you can be sure that we’ll be able to provide the best customer support and find a speedy resolution to your problems. To find out more, contact us today!
Find out more about your IT system with our guide to asset lifecycle management >
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