The 'optimize and automate' guiding principle in ITIL 4 suggests that you should optimize the efficiency of processes and procedures before looking to automate them. Automation should be used to handle routine tasks, which then frees up human resources to focus on more complex activities that require human judgment and creativity.
I also picked D however I think the justification to C comes from 4.3.7.2 : Automation typically refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human intervention
https://www.examtopics.com/exams/itil/itilfnd-v4/view/10/
Answer is D.
Technology can help organizations to scale up and take on frequent and repetitive tasks, allowing human resources to be used for more complex decision-making. However, technology should not always be relied upon without the capability of human intervention.
It is not C.
4.3.7 Optimize and Automate: "However, technology should not always be relied upon without the capability of human intervention, as automation for automation's sake can increase costs and reduce organizational robustness and resilience."
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