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PeopleCert ITIL 4 Foundation Exam - Topic 5 Question 20 Discussion

What impact does automation have on a service desk?
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 centralised location

PeopleCert ITIL 4 Foundation Exam - Topic 5 Question 20 Discussion

Actual exam question for PeopleCert's ITIL 4 Foundation exam
Question #: 20
Topic #: 5
[All ITIL 4 Foundation Questions]

What impact does automation have on a service desk?

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Suggested Answer: A

by Johnetta at May 09, 2022, 04:52 PM

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Lovetta
7 months ago
Centralized location sounds limiting, not a fan.
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Amie
7 months ago
Really? I’m not sure it’s that simple.
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Mattie
7 months ago
Automation helps us work from anywhere, love it!
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Tashia
8 months ago
I disagree, I think it leads to more phone calls.
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Cora
8 months ago
Definitely less low level work, more focus on user experience!
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Cathern
8 months ago
I feel like the answer might be about working from a central location, but I can't recall if that was a benefit or a limitation of automation.
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Gaston
8 months ago
There was a practice question about how automation impacts service efficiency. I think it was similar to this, and the answer leaned towards enhancing user experience.
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Georgene
8 months ago
I’m not entirely sure, but I think automation might lead to more phone calls since users could get frustrated with automated responses.
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Karma
9 months ago
I remember we discussed how automation can reduce repetitive tasks, allowing staff to focus more on improving user experience.
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Rashad
9 months ago
I'm a bit confused by the wording of the options. I'll need to read through them carefully to identify the description error.
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Laila
9 months ago
If high throughput is needed, a NAS could work, but if block-level access is required, a traditional NAS would not be acceptable.
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Tequila
9 months ago
I'm a bit confused by the wording of the question. I'll need to re-read it a few times and consider each option more closely before making my selection.
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