The 'optimize and automate' guiding principle focuses on maximizing the value of work performed by both human and technical resources. A key objective of automation is to handle routine, repetitive, and standardized tasks efficiently and consistently. By automating these activities, organizations can free up their human workforce from mundane work. This allows skilled personnel to focus on more complex, strategic, and value-adding activities that require human judgment, creativity, and problem-solving skills, thereby enhancing overall organizational capability and innovation.

A. The principle explicitly states that optimization should precede automation to avoid automating an inefficient process.

B. Automation is most suitable for standardized and repetitive tasks, as non-standard tasks are difficult and costly to automate effectively.

C. Technology reduces the need for human intervention in specific tasks but does not eliminate it; human oversight and exception handling remain crucial.

1. AXELOS. (2019). ITIL® Foundation

ITIL 4 Edition. TSO (The Stationery Office).

Section 4.3.7

"Optimize and automate": "Automation can also free up human resources from repetitive

mundane work

allowing them to focus on more complex tasks and on innovation." (Supports option D).

Section 4.3.7.1

"Optimization and automation guidance": "Before an activity can be effectively automated

it should be optimized to whatever extent is possible and reasonable." (Refutes option A).

Section 4.3.7

"Optimize and automate": The definition of automation as performing steps "correctly and consistently" implies it is best for standardized tasks. (Refutes option B). The text also refers to "limited or no human intervention

" which is different from complete elimination. (Refutes option C).