ITILFND V4Demo

By ITIL · Question Mode

QuestionQ253

ITIL practices

Which practice is MOST closely associated with using empathy to understand users?

  • A Service desk
  • B Continual improvement
  • C Service level management
  • D Change enablement
Explanation

The service desk is the user-facing practice that handles communication, support, and user interactions. Empathy helps service desk staff understand users’ needs, circumstances, and experience so they can provide effective support.

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