ITIL Problem Management Root Cause Analysis Checklist
This ITIL Problem Management root cause analysis checklist ensures compliance with ITIL 4 Problem Management practices, ISO/IEC 20000-1:2018 problem control requirements, and Kepner-Tregoe structured analysis methodology. Designed for IT service managers and problem managers to conduct thorough RCA investigations, identify root causes, and implement permanent fixes. Complete all sections for each problem record.
- Industry: Telecommunications & IT
- Frequency: Per Event
- Estimated Time: 1-2 hours
- Role: IT Service Manager / Problem Manager
- Total Items: 30
- Compliance: ITIL 4 Problem Management Practice, ISO/IEC 20000-1:2018 Problem Control, Kepner-Tregoe Problem Analysis, COBIT 2019 DSS02 Managed Service Requests, ISO 27001:2022 A.5.25 Incident Assessment
Incident Timeline and Impact
Reconstruct the incident sequence and quantify impact.
- Complete incident timeline documented (detection to resolution)?
- Business impact quantified (users affected, downtime, cost)?
- All related incidents linked to this problem record?
- Initial trigger event identified?
- Incident Timeline Summary
Data Collection and Evidence
Gather all relevant logs, alerts, and evidence.
- System and application logs collected?
- Monitoring/alerting data collected?
- Recent change history reviewed for correlation?
- Key stakeholder interviews completed?
- Evidence Screenshots / Log Excerpts
Root Cause Analysis
Structured analysis using 5-Why or fishbone methodology.
- RCA methodology selected and applied (5-Why, Fishbone, KT)?
- All contributing factors identified?
- Root cause statement documented (specific and measurable)?
- RCA team consensus reached on root cause?
- Root Cause Statement
Corrective and Preventive Actions
Define immediate fixes and long-term prevention measures.
- Temporary workaround documented (if applicable)?
- Permanent fix identified and assigned to owner?
- Preventive actions to avoid recurrence defined?
- Change request raised for implementation of fix?
- Action Items / Owners / Due Dates
Knowledge Management
Knowledge capture and sharing per ITIL 4.
- Knowledge base article created or updated?
- KB article searchable and accessible to support teams?
- Lessons learned documented?
- Support team briefed on resolution and prevention?
- Process improvements recommended?
Problem Closure and Review
Final validation and problem record closure.
- Permanent fix implemented and verified in production?
- Monitoring in place to detect recurrence?
- Stakeholders notified of resolution and actions taken?
- Problem record closed in ITSM tool?
- 30-day effectiveness review scheduled?
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Why Use This ITIL Problem Management Root Cause Analysis Checklist?
This itil problem management root cause analysis checklist helps telecommunications & it teams maintain compliance and operational excellence. Designed for it service manager / problem manager professionals, this checklist covers 30 critical inspection points across 6 sections. Recommended frequency: per event.
Ensures compliance with ITIL 4 Problem Management Practice, ISO/IEC 20000-1:2018 Problem Control, Kepner-Tregoe Problem Analysis, COBIT 2019 DSS02 Managed Service Requests, ISO 27001:2022 A.5.25 Incident Assessment. Regulatory-aligned for audit readiness and inspection documentation.
Frequently Asked Questions
What does the ITIL Problem Management Root Cause Analysis Checklist cover?
This checklist covers 30 inspection items across 6 sections: Incident Timeline and Impact, Data Collection and Evidence, Root Cause Analysis, Corrective and Preventive Actions, Knowledge Management, Problem Closure and Review. It is designed for telecommunications & it operations and compliance.
How often should this checklist be completed?
This checklist should be completed per event. Each completion takes approximately 1-2 hours.
Who should use this ITIL Problem Management Root Cause Analysis Checklist?
This checklist is designed for IT Service Manager / Problem Manager professionals in the telecommunications & it industry. It can be used for self-assessments, team audits, and regulatory compliance documentation.
Can I download this checklist as a PDF?
Yes, this checklist is available as a free PDF download. You can also use it digitally in the POPProbe mobile app for real-time data capture, photo documentation, and automatic reporting.