ITIL 4 Foundation — Question 133

Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

Answer options

• A. Service configuration management
• B. Service desk
• C. Problem management
• D. Deployment management

Correct answer: B

Explanation

The correct answer is B, Service desk, as it is specifically designed to handle customer interactions using tools like intelligent telephony and a knowledge base. Options A, C, and D do not focus on customer-facing technologies and are more related to internal processes and management rather than direct service delivery.