ITIL 4 Foundation — Question 86

What impact does automation have on a service desk?

Answer options

• A. Less low level work and a greater ability to focus on user experience
• B. Increased phone contact and a reduced ability to focus on user experience
• C. Ability to work from multiple locations, geographically dispersed
• D. Ability to work from a single centralized location

Correct answer: A

Explanation

The correct answer is A because automation reduces the amount of repetitive, low-level tasks that service desk agents need to handle, allowing them to prioritize the user experience. Options B, C, and D do not accurately capture the positive impact of automation on service desk operations, as B suggests an increase in low-value tasks and C and D focus on geographic considerations rather than the quality of service provided.