What does 'root cause analysis' involve?

Root cause analysis is a systematic approach used to identify the underlying reason for a problem or issue. This method focuses on uncovering the fundamental cause rather than just addressing the symptoms, allowing for effective solutions that prevent recurrence. By identifying the root cause, organizations can implement changes or improvements that address the problem at its source, thereby enhancing overall efficiency and reliability.

While analyzing ticket resolution times, collecting user feedback, and monitoring network performance metrics are valuable activities within the broader context of help desk operations, they primarily deal with surface-level information or performance indicators rather than delving into the actual causes of problems. Root cause analysis aims to provide deeper insights that lead to more permanent resolutions.