Gartner Research

Take Six Steps to Find the Real Root Cause

Published: 17 May 2017

ID: G00325861

Analyst(s): Will Cappelli , Vivek Bhalla


In the digital business era, I&O leaders need to rapidly determine the root cause of a business process flow outage or an application performance problem. And, in the face of complex, modern IT systems, they must determine and act on the root causes of performance problems to optimize IT operations.

Table Of Contents
  • Key Challenges



  • Collect Data From Multiple Sources to Build a Semistructured Database
  • Establish Correlations by Defining a List of 50 to 150 Variables to Construct a Correlation Matrix Based on Observations
  • Generate a Causal Model by Linking Correlations in a Directed Acyclic Graph, Using Time Stamps and Topological Information
  • Verify the Graph by Manipulating the Values of Variables to Confirm Suspected Impacts
  • Validate the Model by Observing the Production Environment and Assessing the Effectiveness of the Model
  • Ensure Currency by Repeating the Entire Process Every Three Months

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