Exam ITIL-4-Foundation Topic 3 Question 264 Discussion

Actual exam question for ITIL's ITIL-4-Foundation exam
Question #: 264
Topic #: 3
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

Suggested Answer: B Vote an answer

Explanation
"Service desk staff require training and competency across a number of broad technical and business areas. In particular, they need to demonstrate excellent customer service skills such as empathy, incident analysis and prioritization, effective communication, and emotional intelligence.
https://www.servicedeskinstitute.com/the-case-for-itil4-foundation-service-desk-analyst-training/#:~:text=%E2%

by Tabitha at Aug 16, 2025, 05:44 AM

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