What is usually included in a problem record when it is created, for both reactive and proactive problem identification?

When a problem record is first created, whether reactively from incidents or proactively from trend analysis, it is essential to document the scope of the issue. Identifying and linking the associated configuration items (CIs) is a fundamental first step. This provides context, helps in assessing the potential impact, and focuses the subsequent investigation and diagnosis activities on the correct components, services, or systems. Other details like workarounds or solutions are developed later in the problem management lifecycle.

A. A problem workaround is identified and documented during the problem control phase, not typically at the initial creation of the record.
B. Incidents are triggers for a problem record, and while they are linked, the list of incidents is part of the record's detail, not a single field like CIs.
D. The problem solution is the final outcome of the problem management process and is unknown when the record is first created.

1. AXELOS. (2020). ITIL® 4 Practice Guide: Problem Management. Section 2.2.2, "Problem identification," describes the inputs for this activity, which include information about incidents and configuration items. The resulting problem record must contain these details.

2. AXELOS. (2022). ITIL® 4 Specialist: Monitor, Support and Fulfil. Section 5.2.2, "Problem identification," states that this activity involves logging the details of the problem, including the services and other CIs affected.

3. AXELOS. (2019). ITIL® 4 Foundation. Section 5.2.8, "Problem management," explains that the purpose is to reduce the likelihood and impact of incidents by identifying causes, which begins with understanding what is affected (the CIs).