Conducting a root cause investigation on a 3rd party
Dear ITIL Wizard,
Our problem is this: We are being expected to conduct root cause on problems that impacted us but which are owned and maintained by 3rd parties who will also have their own Problem and Incident teams. This means spearheading investigation and exploring ways to remedy problems at another company! It's like sorting out your mate's wife's gambling addiction because it's making YOU have to fork out for John's beers whenever you go out! No, John should be telling YOU what he's doing to sort the problem out.
So, how does the below sound.
--We still raise a problem ticket to track the root cause investigation, but is updated as and when we get information about company b's own root cause investigation.
--If we need to conduct a Major Problem Review on an incident then we start one of our own and review how WE handled the incident before it was sent to company B, and simultaneously ask Company B to conduct one of their own into how they handled the incident etc and when they complete it they send it to us and we amalgamate the two in some way.
Yours or anyone elses thought on this would be ace.
ITIL says you can do a root cause analysis on an incident without opening a problem record - this is more efficient and saves duplicating information. You don't track all problems, only those you feel like it, usually when they have caused multiple incidents.
Also, since you have transferred risk and responsibility to a third party supplier, you are effectively "black-boxing" their domain. What they do about internal problems is their business, that is the whole point of outsourcing. Measure service levels and penalise if they are not met but don't go opening the box - if you do, you might as well have kept it in house.
Keep It Simple, Sir.
The ITIL Wizard