After the specialist completes a root cause analysis of the assigned problem investigation, you review the analysis.
If during the analysis review you determine that the specialist implemented a solution to the problem, you can start to close the problem investigation. For information about how to do this, see Closing the problem investigation.
You can close the investigation without a solution if you determine that the specialist thoroughly analyzed the problem, but was unable to find a root cause. If you determine the analysis was not adequate, then assign the problem investigation back the specialist for further analysis, or reassign it to another specialist. For information about how to do this, see Reassigning the problem investigation.
If the specialist proposes a structural solution that requires change management, review the proposal to determine if this is an appropriate course of action. If you agree that a change is required to solve the problem, generate a known error and passes it to the Change Coordinator of the affected service. If you do not agree that a change is required, assign the problem investigation back the specialist for further analysis, or reassign it to another specialist.
Click the following figure to expand it.