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

The first step in investigating a problem is to understand its context and scope. This involves identifying and analyzing the configuration items (CIs) that are associated with the incidents that triggered the problem investigation. By understanding which CIs may have errors, the problem analyst can narrow down the potential causes and focus the investigation. This step, often called problem analysis or diagnosis, involves reviewing CI data, dependencies, and recent changes to form a hypothesis about the root cause.

A. A known error is created after the root cause and a workaround have been identified, which happens later in the problem management process.
B. Looking for a way to solve the problem is the goal of the investigation, not the first step. The cause must be understood first.
C. A change request is submitted to implement a fix, which can only happen after the problem has been diagnosed and a solution proposed.

1. AXELOS. (2021). ITIL® 4 Specialist: Monitor, Support and Fulfil. TSO (The Stationery Office). Section 3.3.3, "Problem management activities," describes problem identification and problem control, where the initial investigation focuses on understanding the symptoms and related CIs.

2. AXELOS. (2020). ITIL® 4 Specialist: Create, Deliver and Support. TSO (The Stationery Office). Section 5.2.8, "Problem Management," outlines the process, indicating that diagnosis (understanding the components involved) precedes error control (documenting known errors and proposing solutions).