Analyzing the problem candidate clusters by using the 5 Whys approach
The drill-down view of a problem candidate cluster displays information that may help you analyze the problem candidates more effectively and decide your course of action for problem investigation. The root cause analysis is based on the 5 Whys approach. This industry-standard approach is used to identify the root cause of an issue by asking why iteratively, and may help in your problem investigation.
The following details are displayed within a cluster:
| Tab | Details | Description |
|---|---|---|
| Overview |
| This tab provides a starting point for understanding the problem candidate cluster. BMC Helix ITSM analyzes the closed, repetitive incidents to derive these details.
|
| Root Cause Analysis |
| This tab provides the RCA analysis by using the 5 Whys approach. This is an industry-standard approach to find the root cause of an issue by asking why iteratively. The suggested root cause indicates the status that leads to the observed issue. The confidence level of the root case analysis is assessed through an internal scoring mechanism. |
| Resolution |
| This tab provides a resolution summary, common resolution actions, and a generalized set of steps to resolve the issue. These details provide you with a starting point to understand how the incidents in the cluster were resolved by the service desk agent. You may use these insights while performing a problem investigation. The resolution's confidence level is assessed through an internal scoring mechanism. |
| Related incidents | List of all similar incidents constituting the problem candidate cluster | This tab displays a list of semantically similar past incidents that were resolved and closed by service desk agents. |
To view the details within a problem candidate cluster
- Select a problem candidate cluster.
- In the Cluster details panel, click one of the following tabs:
Tab Image Overview 
Root Cause Analysis 
Resolution 
Related incidents (Optional) Click the incident link in the Incident number column to view more details about the incident 
- Click Close.