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Quality Glossary Definition: Root Cause. A root cause is a factor that caused a nonconformance and should be permanently eliminated through process improvement. Root cause analysis is a collective term that describes a wide range of approaches, tools, and techniques used to uncover causes of problems.
Request fulfilment, i.e., Service Requests and Service Catalog Requests are not handled by this process. Root cause analysis of original cause of incident is not handled by this process. Refer to Problem Management. The need for restoration of normal service supersedes the need to find the root cause of the incident.