Question

A service desk manager is applying the 'Optimize and automate' guiding principle. After streamlining the incident-logging workflow, the team finds that automation now handles routine password resets and ticket routing. The manager is deciding how to reassign the analysts whose manual tasks have been automated. Which action best reflects the intent of the 'Optimize and automate' principle?

Accepted Answer

Redeploy the analysts to more complex, value-adding work such as improving knowledge articles and handling difficult customer issues, freeing them from routine tasks that machines do well

Answer

Automate every remaining service desk task as quickly as possible to maximize the number of tasks handled without human involvement

Answer

Keep the analysts performing the now-automated tasks in parallel as a manual backup to reduce risk

Answer

Reduce headcount immediately, since the primary goal of automation is to cut staffing costs