ITILFND V4Demo

By ITIL · Question Mode

QuestionQ70

ITIL practices

Which practice MOST depends on staff demonstrating abilities such as empathy and emotional intelligence?

  • A Service request management
  • B Continual improvement
  • C Problem management
  • D Service desk
Explanation

The service desk is the service provider’s primary point of contact with users. Its staff must communicate effectively, understand users’ needs and concerns, and provide supportive assistance, making empathy and emotional intelligence essential competencies. PeopleCert: ITIL 4 Practitioner—Service Desk

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