You are working as a Problem manager (according to ITIL) at AIOTestKing.com. You are teaching a couple of new technician trainees about troubleshooting. Which of the following would you tell them is the FIRST step in the problem-solving process?

A.
Analyze the facts related to the problem.

B.
Identify the problem.

C.
Develop a solution.

D.
Propose a solution.