Common use of Root Cause Analysis Clause in Contracts

Root Cause Analysis. Service Provider’s responsibilities include: 1. Effective execution of Root Cause Analysis (RCA) in compliance with the processes defined in the Service Management Manual. 2. Provide for an RCA Coordinator to act as the day-to-day interface into the RCA process. 3. Initiate RCA for all Incidents not resolved within Service Levels. 4. Provide a process for DIR and DIR Customers to request an RCA. 4.1. Track all such requests and provide status. 5. Assign RCAs to a specific RCA Analyst to facilitate data gathering, interviews, analysis, and formulation of report. 6. Ensure that all appropriate roles are engaged to perform RCA tasks. 7. Document the RCA activity and outcomes in records associated with Problems, Known Errors, workarounds and Major Problem reviews, including the following at a minimum: 7.1. Identification of associated Problem / Known Error record. 7.2. Details of action taken to analyze the Root Cause, including details regarding the use of standard problem analysis tools. 7.3. Details of findings from analysis of Root Cause. 7.4. Details of business impact resulting from the Root Cause. 7.5. Details regarding all services, systems, components, etc. effected by the Root Cause. 7.6. Details regarding any considerations that should be included in business cases and cost benefit analyses. 7.7. Provide tracking and reporting of RCA actions to completion. 8. Track open RCAs and identify any RCA that requires increased focus to meet committed service levels. 9. Accomplish Root Cause Analysis, as documented in the Service Management Manual, and which should include processes for: 9.1. Addressing the primary root causes of Problems 9.2. Investigating and identifying the root cause of the Problem in order to transform the Problem to a Known Error. 9.3. Take all available information for a Problem Resolution, analyze it, formulate a hypothesis of the actual cause, promote peer review, adjust as needed, and finally close the acceptable investigation. 9.4. Minimize the duration of Problems. 9.5. Reduce the number of Problems. 9.6. Minimize Problem life cycles. 9.7. Optimize time and effort spent resolving Problems. 9.8. Identify and address any contributing factors which increased the duration of the outage. 9.9. Prevent recurrence of Incidents and Problems. 9.10. Identify, address and implement all possible and reasonable preventive actions to permanently resolve the Problem and any contributing factors to prevent recurrence. 9.11. Providing useful information about root causes to increase the rate of first-contact Resolution of Incidents. 9.12. Supporting proactive Problem handling. 9.13. Providing information related to service level violations. 9.14. Managing RCAs within agreed times. 10. Assisting in reassignment of misdirected RCAs. 11. Maintain the quality and accuracy of the RCA information. 12. Provide processes for Service Provider, DIR, DIR Customer, and designated Third Parties to escalate non-performing RCA, as required to bring the Resolution of the RCA back on schedule. 13. Provide RCA-related education to Service Provider personnel, DIR, DIR Customers and designated Third Party Vendors. 14. Provide RCA reporting as documented in the Service Management Manual, and which should include processes for: 14.1. Providing a preliminary report to DIR and DIR Customers as soon as possible. 14.2. Providing a standard electronic report on RCAs. 14.3. Presenting a final RCA to DIR and DIR Customers as required.

Root Cause Analysis. Service Provider’s Provider responsibilities include: 1. Effective execution of Root Cause Analysis (RCA) in compliance with the processes defined in the Service Management Manual. 2. Provide for an RCA Coordinator to act as the day-to-day interface into the RCA process.process managed by MSI 3. Initiate RCA for all Incidents not resolved within Service Levels. 4. Provide a process for DIR and DIR Customers to request an RCA. 4.1. Track all such requests and provide status. 5. Assign RCAs to a specific RCA Analyst to facilitate data gathering, interviews, analysis, and formulation of report. 64. Ensure that all appropriate roles are engaged to perform RCA tasks. 75. Document the RCA activity and outcomes in records associated with Problems, Known Errors, workarounds and Major Problem reviews, including the following at a minimum: 7.15.1. Identification of associated Problem / Known Error record. 7.25.2. Details of action taken to analyze the Root Causeroot cause, including details regarding the use of standard problem analysis tools. 7.35.3. Details of findings from analysis of the root cause. 5.4. Details regarding any considerations that should be included in business cases and cost benefit analyses. 5.5. Provide tracking and reporting of RCA actions to completion. 6. Track open RCAs and identify any RCA that requires increased focus to meet committed service levels. 7. Accomplish Root CauseCause Analysis, as documented in the Service Management Manual, and which should include processes for: 7.1. Addressing the primary root causes of Problems. 7.2. Investigating and identifying the root cause of the Problem in order to transform the Problem to a Known Error. 7.3. Take all available information for a Problem resolution, analyze it, formulate a hypothesis of the actual cause, promote peer review, adjust as needed, and finally close the acceptable investigation. 7.4. Details of business impact resulting from the Root Cause. 7.5. Details regarding all services, systems, components, etc. effected by the Root Cause. 7.6. Details regarding any considerations that should be included in business cases and cost benefit analyses. 7.7. Provide tracking and reporting of RCA actions to completion. 8. Track open RCAs and identify any RCA that requires increased focus to meet committed service levels. 9. Accomplish Root Cause Analysis, as documented in the Service Management Manual, and which should include processes for: 9.1. Addressing the primary root causes of Problems 9.2. Investigating and identifying the root cause of the Problem in order to transform the Problem to a Known Error. 9.3. Take all available information for a Problem Resolution, analyze it, formulate a hypothesis of the actual cause, promote peer review, adjust as needed, and finally close the acceptable investigation. 9.4. Minimize the duration of Problems. 9.57.7. Reduce the number of Problems. 9.67.8. Minimize Problem life cycles. 9.77.9. Optimize time and effort spent resolving Problems. 9.87.10. Identify and address any contributing factors which increased the duration of the outage. 9.9. 7.11. Prevent recurrence of Incidents and Problems. 9.10. Identify, address and implement all possible and reasonable preventive actions to permanently resolve the Problem and any contributing factors to prevent recurrence. 9.11. Providing useful information about root causes to increase the rate of first-contact Resolution of Incidents. 9.12. Supporting proactive Problem handling. 9.13. Providing information related to service level violations. 9.14. Managing RCAs within agreed times. 10. Assisting in reassignment of misdirected RCAs. 11. Maintain the quality and accuracy of the RCA information. 12. Provide processes for Service Provider, DIR, DIR Customer, and designated Third Parties to escalate non-performing RCA, as required to bring the Resolution of the RCA back on schedule. 13. Provide RCA-related education to Service Provider personnel, DIR, DIR Customers and designated Third Party Vendors. 14. Provide RCA reporting as documented in the Service Management Manual, and which should include processes for: 14.1. Providing a preliminary report to DIR and DIR Customers as soon as possible. 14.2. Providing a standard electronic report on RCAs. 14.3. Presenting a final RCA to DIR and DIR Customers as required.