Page 359 - ITIL® Foundation 3.15

Problem Investigation and Diagnosis
A problem resolution team (specialist skill-set) will begin an investigation into the root cause of the resulting incident/s. Investigation usually begins by the correlation of information from the databases within the Configuration Management System. By identifying commonalities and exclusions regarding the various records, the root cause may be identified, or at least, narrowed between several possibilities.
Additional investigation methods are often used by
the problem management process. Problem
management will identify the preferred methods, and ensure that all problem management personnel are properly trained in their usage. Popular root cause investigation methods include Kepner & Tregoe, Ishikawa diagrams, brainstorming, Pareto analysis, or others. Investigation will continue until the root cause is found and a plan for removal of the root cause is developed; or until the organization determines that the underlying root cause is not necessary or practical. Often, a workaround will be found that will allow the business to continue working. If this workaround is good enough, then the problem may not be further addressed.
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