Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

When the customer is supported by technology alone from its service provider, this is known as what?

1. Discovery technology

2. Remote support

3. Self-service

4. Diagnostic utilities

The correct answer is: Self-service

The scenario described fits the concept of self-service, which refers to the situation where customers can access services and support resources directly through technology without needing to engage with human support representatives. Self-service empowers customers by allowing them to resolve problems, access information, and utilize resources at their convenience. This customer-centric approach often includes portals or applications that enable users to find knowledge articles, submit support tickets, or even reset passwords independently. By utilizing self-service, organizations can enhance customer satisfaction while optimizing operational efficiency, as it reduces dependence on direct support from service staff. The other concepts, while related to support and technology, do not encapsulate the idea of customers being solely reliant on technology for assistance in the same way. Discovery technology typically focuses on identifying assets and their configurations, remote support suggests live interactions over a distance, and diagnostic utilities refer to tools used to assess and troubleshoot issues. Each of these plays a role in the broader context of service provision but does not align with the self-service model where technology alone meets customer needs.