ITIL v4: An organization is notified by a supplier about a defect in a software product that they use. Which of these practice describes the activities needed to log and manage this?
OPTIONS
- Incident management
- Problem management
- Change enablement
- Service-level management
Answer:
Incident management
Explanation:
Third-party products and services that are used as components of a service require support agreements which align the obligations of the supplier with the commitments made by the service provider to customers. Management of incidents may require frequent interaction with these suppliers, and routine management of this aspect of supplier contracts is often part of the incident management practice. A supplier can also act as a service desk, logging and managing all incidents and escalating them to relevant subject-matter experts or other parties as required.
