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QuestionQ116

ITIL practices

Which practice is MOST LIKELY to use artificial intelligence, robotic process automation, and chatbots?

  • A Service desk
  • B Continual improvement
  • C Problem management
  • D Incident management
Explanation

The service desk is the single point of contact for users and commonly uses chatbots, AI-assisted support, and robotic process automation to provide self-service, automate routine requests, and improve the handling of user interactions.

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