ITIL v4: What impact does automation have on a service desk?
OPTIONS
- Less low-level work and a greater ability to focus on user experience
- Increased phone contact and a reduced ability to focus on user experience
- Ability to work from multiple, geographically dispersed locations
- Ability to work from a single centralized location
Answer:
Less low-level work and a greater ability to focus on user experience
Explanation:
With increased automation, AI, robotic process automation (RPA), and chatbots, service desks are moving to provide more self-service logging and resolution through online portals and mobile applications. The impact on service desks is reduced phone contact, less low-level work, and a greater ability to focus on excellent user experience when personal contact is needed.
