GOS

Incident Root Cause Analysis

Job Aid

Version <1.0>

Table of Contents
1. Introduction............................................................................................................................ 1
2. Root Cause Analysis Details..................................................................................................1
2.1. Who is Responsible....................................................................................................1
2.2. When to Add Root Cause Analysis.............................................................................1
3. How to Add Root Cause Analysis...........................................................................................1
3.1. Add Root Cause Analysis for Single Incident..............................................................1
4. Viewing Incidents that Require Root Cause Analysis (By Service).........................................5

1. Introduction

This job aid is for documenting the root cause analysis (breach code/escalation reason) for
incidents that have breached the resolution SLA target. Documenting breach codes is done in
GSR.

2. Root Cause Analysis Details

2.1. Who is Responsible

The incident assignee at time of closure is responsible for adding the breach
code/escalation reason to the breached incident in GSR (resolution SLA is breached).

2.2. When to Add Root Cause Analysis

The root cause analysis is to be added within three days of incident closure.

3. How to Add Root Cause Analysis

3.1. Add Root Cause Analysis for Single Incident
Steps Detail
1. Navigate to GSR

http://gsr.mmm.com/

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GOS Change Request Creation Process

Steps Detail
2. Hover over
Incidents and
click on the
Incidents option
that displays
below the heading

3. If the incident
number is known
fill in the Incident
ID field, click
Submit

4. Incident will be
displayed

5. Open the incident

by clicking the
incident number
hyperlinked in
blue

6. Scroll to bottom of
page (below the
updates) and click
the Create Root
Cause Analysis
button

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GOS Change Request Creation Process

Steps Detail
7. Select Breach
Reason from the
dropdown (see
descriptions
below)

Breach Reason Explanation

Complex Issue Incidents that are complex to handle needed
more time to analyze and resolve than allowed by
SLA.
High Volume High volume of incidents in this area resulted in
this incident breaching SLA.
Multiple Hand-offs Multiple hand-offs between teams. (Example:
Ownership of incident was unclear or unknown)
8. Select Breach
Location from the
dropdown
(descriptions
below).

Breach Reason Explanation

Breached after GSC escalation For incident breached while in OSD/BPS queue
Breached before GSC action Incident already breached when it came to GSC (L2) queue
Breached by GSC Incident breached while in GSC queue

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GOS Change Request Creation Process

Steps Detail
9. Select Escalation
Reason from
dropdown if
applicable
(descriptions
below).

NOTE: Field not needed

if incident is closed by
GSC.

NOTE: Escalation
Reason should be found
in the incident updates;
added by escalating
incident owner.

Escalation Reason Explanation

Business criticality requires The GSC does not have knowledge to resolve incident and the
escalation criticality of the incident requires escalation to OSD.
Business level access required to GSC does not have required system access to resolve incident.
resolve (Example: Requires BPS L3 access)

Data issues DWS HANA Not to be used by GOS GSC or OSD.

Volume of incidents for GSC requires OSD assistance in order to meet

Lack of Capacity
SLA.

Moved to SAP Security Not to be used by GOS GSC or OSD.

Incident is outside of scope for GSC responsibility.

Out of Scope for GSC Support
(Example: Sabrix, Master Data, etc.)

10. Add any additional

comments that
are appropriate

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GOS Change Request Creation Process

Steps Detail
11. Click Save

4. Viewing Incidents that Require Root Cause Analysis (By Service)

Steps Detail
1. Navigate to GSR

http://gsr.mmm.com/

2. Hover over Incidents and

click on Root Cause
Analysis

3. Fill in the appropriate fields

and click Submit.

NOTE: Make sure Missed SLA

and No Analysis are checked to
view breached incidents without the Example: Inputs shown above are to view breached incidents
root cause analysis done. for Support teams (RTR/STP/HTR) closed the week of 4/3/17.

NOTE: This report will show all

incidents that have breached
Response and/or Resolution SLA.
Root Cause Analysis only needed
for incidents breaching Resolution
SLA.

NOTE: To view breached incidents

for all of GOS, input %ERP% into

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GOS Change Request Creation Process

Steps Detail
Service Main.
4. For instruction on how to
add Breach Codes, see
above.

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GOS Change Request Creation Process

Revision History (required)

Date Version Description Author
07-JUNE-2017 1.0 Created Kristi Raboin

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