Exam ITIL-4-Foundation Topic 4 Question 461 Discussion

Actual exam question for ITIL's ITIL-4-Foundation exam
Question #: 461
Topic #: 4
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

Suggested Answer: B Vote an answer

"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%80%9CService%20desk%20staff%20require%20training,effective%20communication%2C%20and%
20emotional%20intelligence.

by Marsh at Oct 27, 2025, 04:20 AM

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