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    Root Cause Analysis (RCA)_v1.1

    • Product: Cross-Product
    • Relevant for Installation Type: Multi-Tenant Direct, Dedicated-Direct, TotalCare

    Version 1.1


    Ex Libris performs internal root cause analysis for each service interruption for above 5 minutes and takes the necessary steps to avoid them in the future.

    • Ex Libris implements reactive and proactive problem management based on ITIL in order to minimize both the number and severity of incidents and potential problems
    • For SaaS multitenant environments, Ex Libris publishes RCAs in the Customer Knowledge Center within 10 working days
    List of RCA reports:

    RCA for Alma

    RCA for Primo

    RCA for Summon

    RCA for Primo Central

    RCA for campusM

    Record of Changes

    Type of information Document Data

    Document Title:

    Root Cause Analysis (RCA)


    Document Owner:

    Tomer Shemesh - Ex Libris Chief Information Security Officer (CISO)

    Approved by:

    Barak Rozenblat – VP Cloud Services


    Apr 9, 2019

    Reviewed & Revised:

    Mar 22, 2020


    Revision Control

    Version Number Nature of Change Date Approved


    Initial version

    Apr 9, 2019


    Update - Tomer S

    Mar 22, 2020

    Document Distribution and Review

    The document owner will distribute this document to all approvers when it is first created and as changes or updates are made. This document will be reviewed and updated annually or upon written request by an approver or stakeholder. Questions or feedback about this document can be directed to the owner or a listed approver

    • Article last edited: DD-Mmm-YYYY
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