When a resolution is unknown, what should be the first step troubleshooting ?
  • According to the ITILv3 framework, when a resolution is unknown, what should be the first step that you follow when troubleshooting an incident?

    A. Analyze and escalate to Tier II.
    B. Check the incident management system to identify prior history.
    C. Check the known-error database for an incident match.
    D. Discuss with fellow engineers to identify a resolution process. 8)