What are three key goals of Root Cause Analysis (RCA)?

The three key goals of Root Cause Analysis (RCA) focus on understanding the events that led to a problem and devising plans to prevent its recurrence. The first goal, "What happened?", seeks to identify the specific incident or issue that needs to be addressed. The second goal, "Why did it happen?", delves into identifying the underlying factors that contributed to the occurrence of the incident. This analysis is key to understanding the systemic issues that may have gone unnoticed. The third goal, "How do we prevent recurrence?", focuses on developing actionable solutions or changes to processes, systems, or behaviors to ensure that similar issues do not arise in the future.

These goals emphasize a thorough examination of past incidents to foster improvement and resilience in IT services, aligning well with the overarching aims of IT Service Management to enhance service delivery and minimize disruptions. Other options present different perspectives but do not encapsulate the core purpose of RCA as effectively as this set of goals.