L3 Root Cause Analysis for Deeper Insights

Leverage historical data and powerful diagnostics to resolve complex, estate-wide issues.

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Supercharge your desktop engineering team

In today’s hybrid working environment, where employees depend greatly on devices and web services to be productive, it’s critical for desktop engineering teams to quickly understand and resolve more challenging incidents using a single source of truth. And with help desks overloaded with tickets — many of which are due to recurring issues — the ability to implement and even automate resolutions across an entire estate is not only necessary for improving employee experience at scale, but also ensuring L1/L2 help desk resources are being used effectively and efficiently.

Address the disconnect between IT and employees

Collecting actionable data from highly decentralized assets and managing a complex ecosystem of siloed technologies while providing flexibility and unified experiences for users across multiple environments is a monumental task. And as the modern workforce is more distributed than ever, obtaining an accurate understanding of a user’s real experience is more difficult than ever before.

Ultimately this results in employee device problems being resolved in an inefficient manner that reduces end-user productivity while simultaneously draining scarce technical and financial resources.

Support for your digital workforce right to the edge

Lakeside’s Level 3 Root Cause Analysis provides enhanced agility and efficiency to desktop engineering teams so they can ensure employees not only have the tools they need, but also have devices that are performant, reliable, secure, and always connected. Lakeside’s app also provides improved visibility across your entire estate, so you can more successfully deploy new technology across the business and optimize IT services. And, finally, it allows you to proactively manage and improve end-user productivity while significantly reducing IT personnel involvement.

SysTrack completely serves our support needs – monitoring, troubleshooting, and resolution, all from a single platform.

Birol Celik IT Director, Istanbul Aydin University

Benefits of L3 Root Cause Analysis

Higher Visibility
Actionable Insights
Quicker Resolution
Prioritized Incidents

Heightened visibility into physical and virtual desktops

With a built-in black box recorder that provides an unmatched record of user behaviors, devices, applications, connectivity, and resource consumption, along with continuous real-time monitoring of digital experience health, L3 Root Cause Analysis enables quick diagnosing of complex technical issues.

Now you can eliminate service calls and remediate incidents before users are even aware of them.

Manage the digital ecosystem of every employee

Lakeside puts the entire employee environment at IT’s fingertips. By visualizing the performance and dependencies between devices, applications, and infrastructure, L3 Root Cause Analysis transforms technical data into advanced root cause diagnostics. This helps IT accelerate the troubleshooting process of problems critical to productivity including network bottlenecks, HTTPS errors, application crashes, and device faults. The result: Issues are triaged in record time from a single tool.

Web app screenshot from Lakeside's L3 Root Cause Analysis.

Prompt problem resolution

Lakeside’s app allows for continual employee experience improvement by simplifying and automating the problem-solving process while still allowing deep insight into the evolution of emerging trends.

L3 Root Cause Analysis not only goes beyond mass-healing capability to self-healing functionality with automated user engagements, it also pinpoints the most troublesome remote work challenges, allowing desktop engineering to quickly identify and audit network dependencies that are impacting user experience.

Prioritized estate-wide incidents impacting digital employee experience

Lakeside technology continuously monitors literally hundreds of KPIs on every user system, tracking application behavior, system performance, and changes to user system configuration. Technicians are then alerted through the app when specified thresholds are exceeded, allowing them to make the necessary adjustments to proactively correct problems.

Have a question? Look here

What is root cause analysis?

What Is Root Cause Analysis (RCA)? 

Root cause analysis (RCA) is a method to discover the source of problems and resolve them.

What Is Root Cause Analysis Used for?

Root cause analysis is used to identify why an incident or failure occurred in the first place because it investigates causes rather than simply treating symptoms. RCA is used in several areas that require problem-solving, such as industrial processes, healthcare, and IT operations. 

The RCA process poses questions such as:

  • What happened?
  • When did it happen?
  • Why did it happen?
  • How did it happen?

Benefits of Effective Root Cause Analysis

Effective root cause analysis enables IT teams to:

  • Accelerate incident resolution. Reduced downtime contributes to higher productivity and user satisfaction.
  • Prevent incidents from happening again. By uncovering the source of incidents, IT can discover related and underlying issues that could pose further risks.

Effective RCA has an impact on IT metrics, helping to reduce ticket volume, mean time to resolution (MTTR), and ticket escalation. It’s equally important to improve the digital experience. According to two-thirds of the IT staff surveyed by Lakeside Software, RCA is the most valuable use case for end-user experience management platforms.

How to do root cause analysis?

How to Do Root Cause Analysis (RCA)?

There are different methods to do root cause analysis (RCA). Steps usually involve:

  • Identifying the problem.
  • Gathering data relating to the problem.
  • Detecting what is causing the problem.
  • Determining solutions to the problem and prioritizing fixes.
  • Ensuring that the problem was resolved.

IT teams can conduct effective root cause analysis with Lakeside Software’s Digital Experience Cloud by leveraging:

  • Comprehensive experience data from the endpoint.
  • Artificial intelligence (AI) and automation.

Lakeside Software’s Digital Experience Cloud can be used as a powerful RCA tool because it provides deep visibility across the entire IT estate. Lakeside’s cloud-based platform gathers data in real-time (from over 10,000 telemetry points every 15 seconds) and has the ability to see historical incident details, too.

Thanks to AI-powered analytics and automation, Lakeside Resolve can:

  • Recreate the sequence of events leading to a problem.
  • Understand the context and make correlations between events.
  • Daw insights and provide automated remediation.

With automated root cause analysis as part of Digital Experience Cloud, IT can troubleshoot issues faster than they could manually. To learn more about how Lakeside accelerates the RCA process and improves IT efficiency, read our solution brief or book a demo.

What are the root cause analysis tools?

What Are the Root Cause Analysis Tools?

Root cause analysis tools are the different methods used in the investigation and remediation of a cause of a problem. RCA tools are able to discover the source of an issue, identify causal interdependencies, and pinpoint solutions. 

Commonly used tools for root cause analysis include:

Five Whys

This method helps to investigate the cause of a problem by repeatedly asking “why” to each answer received.

Fishbone Diagram

This cause-and-effect diagram identifies many possible causes of a problem. It looks like a fishbone, where the bones represent different causes leading to the problem (represented by the fish head).

Pareto Chart

This is a bar graph that shows which factors or situations are more significant. 

Scatter Plot Diagram

This tool is used to observe relationships between variables, as it uses dots to represent values for two different variables.

Failure Mode and Effect Analysis (FMEA)

This method is used to determine failures within a process and identify actions to prevent the failure from recurring. Each failure mode is assessed for severity, occurrence, and detection. 

Fault Tree Analysis (FTA)

This tool creates a diagram in the appearance of a tree. It begins with a defined problem and depicts the potential causes as if they were branches in a tree.

What are the 5 whys of root cause analysis?

What Are the 5 Whys of Root Cause Analysis?

The 5 whys of root cause analysis (RCA) is a popular problem-solving tool to investigate what is causing an incident or failure. This RCA method helps to:

  • Determine the root cause of problems.
  • Discover what’s the relationship between different causes.
  • Understand how one factor can lead to a chain of incidents. 

The 5 whys technique was initially developed by Japanese inventor Sakichi Toyoda, founder of Toyota, and used as part of the Toyota Production System. The goal is to investigate a problem in-depth by repeatedly asking “why” to each answer received.

Steps to the Five Whys Method

  • Begin with a specific problem and ask why it happened.
  • Write down the answer, and ask why it happened. 
  • Keep asking whys to the following answers until you get to the root cause. 

This process may take more or less than five whys. The number five comes from the assumption that asking why five times might be sufficient, but, in fact, it depends on the depth of the root cause.

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