A service provider involves suppliers to resolve incidents related to third-party software.

The best way is to ensure that solutions provided by suppliers are captured and shared within the support team (B). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 4.3.4) recommends knowledge management as a key practice to reduce reliance on external suppliers by documenting and disseminating resolutions, thereby decreasing response times and costs for recurring incidents. This approach builds internal capability, minimizing delays from supplier coordination. Option A delays resolution; option C depends on supplier action beyond the manager’s control; and option D, while beneficial, is a validation step that doesn’t address knowledge retention. The guide underscores the importance of a knowledge base in incident management.