A service provider involves suppliers to resolve incidents related to third-party software. Resolution of such incidents typically takes longer because of the time required to contact a supplier and…

Question

Options

• AAvoid transferring incidents to an external supplier as long as possible
• BEnsure that solutions provided by suppliers are captured and shared in the support team
• CEnsure that errors in the software that caused incidents are fixed
• DEnsure that solutions provided by the supplier are tested

• A
  8% (3)
• B
  73% (27)
• C
  5% (2)
• D
  14% (5)

Explanation

Capturing supplier-provided solutions in a shared knowledge base (option B) directly addresses both cost and timeliness: the next time a similar incident occurs, the support team can resolve it independently without re-engaging the supplier, eliminating the delay and cost of repeated contact. Option A is wrong because avoiding escalation doesn't help when supplier involvement is genuinely necessary - it just delays resolution. Option C is wrong because fixing underlying errors is a problem management activity, not an incident management action, and it may not be within the incident manager's control or timeline. Option D (testing solutions) is a good practice but doesn't reduce the need to re-contact suppliers for recurring incidents - that's the core problem being solved.

Memory tip: Think "knowledge base = self-service." Whenever a supplier fixes something, treat it as a recipe to save - next time you cook that dish, you don't need to call the chef.

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