Exam ITIL-4-Foundation Topic 5 Question 139 Discussion
Actual exam question for ITIL's ITIL-4-Foundation exam
Question #: 139
Topic #: 5
Question #: 139
Topic #: 5
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%
"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 Valentine at Mar 29, 2025, 10:53 PM
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