What is the Basic Concept of Standard Root Cause Analysis ?

SAP’s End-to-End Root Cause Analysis is a systematic top-down approach which avoids time consuming untargeted and intuition-based analyses.

A Root Cause Analysis is either triggered by an incident reported by a Key or End User or by an alert (solution monitoring). SAP provides monitoring for both SAP Technical Operation (E2E System Monitoring) and SAP Business Process Operation (E2E Business Process Monitoring). Their sole aim is to proactively detect errors and performance bottlenecks before they affect business continuity. Alerts are triggered based on thresholds and notify the appro-priate contacts within the IT team. The resolution of an alert should be documented in an incident induced by the recipient of a certain alert. The problem has to be recorded (if possi-ble), described, categorized and prioritized via a message in the customer’s service desk system. Incidents opened by Key or End Users are sent to first-level support.

Furthermore, proactive quality assurance tasks like integration validation tests or the check of EarlyWatch Alerts might trigger a RCA. Errors mentioned in a EWA and marked by a yellow or red light should be investigated in a proactive RCA. Those errors will be directly analyzed by the appropriate Component Expert and will not involve first-level support in general. Inves-tigations are continually documented by the expert. The outcome will in most cases result in a change and the documentation is added to the customer’s solution database.


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