Your organization is in the process of creating a root cause analysis process as part of problem
management. According to the ITIL® v3 framework, which two of these actions would you
recommend that they include in the process to clearly identify the root cause? (Choose two.)
A.
Capture the chronological information timeline.
B.
Use Ishikawa diagrams to identify the root cause.
C.
Use Markov analysis to identify the root cause.
D.
Use Pareto analysis to identify the root cause.