ITIL 4 Foundation — Question 103

Which statement about the automation of service requests is CORRECT?

Answer options

• A. Service requests that cannot be automated should be handled as incidents
• B. Service requests and their fulfilment should be automated as much as possible
• C. Service requests that cannot be automated should be handled as problems
• D. Service requests and their fulfilment should be carried out by service desk staff without automation

Correct answer: B

Explanation

The correct answer is B because automating service requests and their fulfillment enhances efficiency and reduces manual workload. Option A is incorrect as it misclassifies non-automatable requests, while C incorrectly categorizes them as problems. Option D suggests avoiding automation entirely, which contradicts the goal of improving service request processes.