ITIL v4: What is the effect of increased automation on the service desk practice?
OPTIONS
- Greater ability to focus on customer experience when personal contact is needed
- Decrease in self-service incident logging and resolution
- Increased ability to focus on fixing technology instead of supporting people
- Elimination of the need to escalate incidents to support teams
Answer:
Greater ability to focus on customer experience when personal contact is needed
Explanation:
With increased automation The impact on service desks is reduced phone contact, less low-level work, and a greater ability to focus on excellent customer experience when personal contact is needed.
