Root Cause Analysis by Zia 

RCA by Zia uses AI  to identify the most likely cause of an issue.  It serves as a preliminary stage of root cause analysis (RCA), helping teams narrow down potential causes based on available data without waiting for complete validation.

The RCA report provides a consolidated view of the analysis, including the probable root cause, contributing factors, and recommended corrective and preventive actions based on the primary problem details, associated incidents, and relevant conversation logs.

Configuration

To use RCA by ZIA,

• Go to Setup > Artificial Intelligence > GenAI Features.

• Enable Text Assist and select your preferred AI virtual assistant.

• Install the extension from ManageEngine Marketplace. 

 Generate RCA Report 

To generate a probable root cause report,

• In problem details page, select RCA by ZIA.

• Choose the required analysis modes and methods:

  • Zia Assisted Analysis: Use this mode to collaborate with Zia and control the analysis process. You can iteratively generate and refine the root cause through guided interaction.

  • Fully Autonomous Analysis: Use this mode to perform root cause analysis automatically with minimal user intervention. Zia analyzes available data and generates a comprehensive RCA report.

•  Change Mode: Select to switch between analysis modes at any stage of the analysis.

Analysis Modes 

Zia Assisted Analysis 

Zia-Assisted Analysis enables interactive root cause analysis (RCA), allowing you to guide every step of the investigation.

• Select Zia-Assisted Analysis.

• Choose your preferred analysis method (5 Whys or Kepner-Tregoe).

• Zia suggests relevant questions, actions, and possible causes at each step.

• Add, edit, or override suggestions.

• Continue iterating until the root cause is clearly identified.

• Click Root Cause Found to generate the final RCA report.

Fully Autonomous Analysis

Fully Autonomous Analysis enables Zia to generate the root cause analysis (RCA) report  by automatically analyzing available data.

• Select Fully Autonomous Analysis.

• Choose your preferred analysis method (Default, 5 Whys, Kepner-Tregoe, or Fishbone)

Analysis Methods

The following methods are used to generate the root cause:

• Default: Uses Zia’s AI-driven approach to automatically identify the most probable root cause.

• 5 Whys: Works by iteratively asking "why" to drill down to the underlying cause. Choose this method for quick root cause identification when the problem is simple.

• Kepner-Tregoe: Provides a structured, step-by-step framework for analyzing problems and making informed decisions. Choose this method when the problem is complex or high-impact.

• Fishbone: Categorizes potential causes into structured groups such as people, process, and technology. Use this method when the causes are unclear or many, and the problem has multiple contributing factors.

The system generates a report that includes the following mandatory sections:

• Root Cause Summary: Provides a brief explanation of the primary reason for the incident.

• Incident Events: Lists the sequence of events related to the problem in chronological order.

• Contributing Factors: Identifies additional factors that influenced or worsened the incident.

• Corrective Actions: Describes the immediate steps that can be taken to resolve the issue and restore normal operations.

• Preventive Actions: Lists actions that can be taken to prevent the issue from recurring again.

 Edit Report

Technicians can modify report details directly by using the inline editing option.

Save Options

Use Copy to Clipboard icon to quickly copy generated report.
Add to Notes: Choose to add the report as a note under Conversations.
Save as Root Cause: Choose to add the report under Analysis > Root Cause.