Overview

The Problem Analysis Methods Pack provides built-in support for structured root cause analysis within Matrix42 Enterprise Problem Management. It enables organizations to apply standardized analytical techniques directly within the system, ensuring consistency, traceability, and improved problem resolution quality.

The extension introduces two methodologies:

• 5 Whys Analysis
• Fault Tree Analysis (FTA)

Both methods are accessible via the Fast Problem Analysis tab in Problem records.

Purpose and Value

Root cause analysis (RCA) is a critical capability within ITIL Problem Management. However, in many organizations, RCA is performed inconsistently or outside the ITSM system.

This extension addresses this gap by:

• Embedding RCA methods directly into the workflow
• Standardizing how investigations are conducted
• Ensuring knowledge is captured and reusable

Supported Methods

1. 5 Whys Analysis

Description

The 5 Whys technique is an iterative interrogative method used to explore cause-and-effect relationships underlying a problem.

How it works

• The user defines the problem statement
• A sequence of “Why?” questions is answered step by step
• Each answer forms the basis for the next question
• The process continues until the root cause is identified

Usage in Matrix42

• Structured fields are provided for each “Why” level
• Answers are documented directly within the Problem record
• The final root cause can be clearly identified and linked to resolution actions

Best Practices

• Focus on factual, evidence-based answers
• Avoid assumptions or premature conclusions
• Typically 3–5 iterations are sufficient

2. Fault Tree Analysis (FTA)

Description

Fault Tree Analysis is a top-down, deductive failure analysis method used to model the pathways that can lead to a system failure.

How it works

• The top-level problem (failure event) is defined
• Contributing causes are broken down into logical branches
• Relationships between causes are structured using logical operators (e.g., AND/OR)
• The analysis identifies critical failure paths and root causes

Usage in Matrix42

• Predefined fields allow documentation of:
• Primary failure event
• Contributing factors
• Logical decomposition of causes
• Supports structured investigation of complex or systemic issues

Best Practices

• Use for high-impact or recurring problems
• Combine with monitoring and historical data
• Validate assumptions with technical teams

Integration into Problem Management

The extension is fully integrated into the Problem Management process:

1. A Problem record is created
2. The analyst navigates to Fast Problem Analysis
3. Selects and applies the appropriate method:
   1. 5 Whys for quick analysis
   2. Fault Tree for complex scenarios
4. Documents findings directly in the system
5. Links identified root causes to:
   1. Known Errors
   2. Workarounds
   3. Permanent fixes

Personas

Problem Manager – leads RCA and ensures structured analysis

Service Desk Agent – contributes initial findings

Support/Engineering Teams – validate technical causes

IT Operations Managers – review and optimize recurring issues

Outcomes and Benefits

• Increased consistency in root cause analysis
• Reduced mean time to resolution (MTTR)
• Lower incident recurrence rates
• Improved knowledge base quality
• Enhanced auditability and compliance

When to Use Which Method