Problem Management and Root Cause Categorization

[Skill3tz]

Hello!  I am seeking some feedback on how the user community is analyzing Problem Records in bulk to understand the various Root Causes.  Here is my technical dilemma:  In our previous tool, we had a defined field titled "Root Cause" with approximately 20 causes such as "Application Error, Network Outage, Hardware Failure, etc".  So from a metrics perspective, I could easily count and categorize our Root Causes.

In Service Now, I have been told directly by Service Now and other integrators to use the "Cause Notes" field.  The statement was that IF the field is populated, it assumes Root Cause was identified.  I don't like this method for a number of reasons:

1.  A user could easily type in the field, "I searched logs but could not identify Root Cause".  Good information, but it messes up the metrics methodology.

2.  It is a free form box, not a static dropdown selection.  Makes it very difficult to categorize/count Root Causes.

Personally and as an organization, I/we find it valuable to be able to view, for example, "Top 5 Root Causes", then dig into them and attack them.  Maybe we have a hardware refresh issue, or if we "User Error" a lot, we need better documentation, training.  

So, User Community, what are you doing?  Do you even care about Root Cause categorization?  Are you using AND SEARCHING Cause Notes for Root Cause details?  Did you create a custom field to capture Root Cause categories like I mentioned above?  Your feedback is appreciated and Thanks!

[ravikamma]

Following

[Hala Butres]

Hi, I too am interested in root cause analysis. I found that ServiceNow captures Cause notes as a free form text field in the problem record and the Cause code as a drop down list under the Analysis information tab under the Problem Task. I.e., you need to create a problem task under the problem record and then you will be able to see the Cause code drop down list under the Analysis information tab in the problem task record. Hope this helps with your investigation.