Home » Certification Exams Questions » 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.

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