Beginning in late 2010, ITS has been consistently using Root Cause Analysis (RCA) techniques to implement a Problem Management methodology that is predicated on the belief that problems are best solved by attempting to address, correct or eliminate root causes, as opposed to merely addressing the immediately obvious symptoms.
The RCA process is iterative in nature and is the foundation for continuously improving customer service delivery and satisfaction.
To date, there have been 14 RCA’s initiated and of the 8 that have been solved and closed, recurring service disruptions and multiple customer reports to the Service Desk have been eliminated.