What should be the FIRST step in investigating a problem that was identified by reactive problem identification?

When a problem is identified through reactive problem identification, the first step is to understand

which configuration items (CIs) may have errors. This allows for accurate diagnosis of the underlying

issue. By pinpointing the affected CIs, problem management can then proceed with further analysis

to identify the root cause and potential solutions.

Understanding Configuration Items: Investigating which CIs are involved helps narrow down the

scope of the problem and provides insight into what might be causing the issue.

Option D ("Understand which configuration items may have errors") is the correct answer because

identifying the affected CIs is a crucial first step in reactive problem management​​.

Incorrect Options:

Option A: A known error is created after the problem is fully analyzed.

Option B: Solving the problem comes after understanding the affected CIs.

Option C: Submitting a change request occurs later in the problem resolution process.