ITIL 4 Foundation — Question 339
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?
Answer options
- A. Service desk
- B. Continual improvement
- C. Problem management
- D. Incident management
Correct answer: A
Explanation
The Service desk is the most likely practice to incorporate artificial intelligence, robotic process automation, and chatbots, as it often handles high volumes of customer interactions that can be automated for efficiency. In contrast, Continual improvement, Problem management, and Incident management may use these technologies, but their primary focus is not on direct customer service interactions.