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Which practice coordinates the classification, ownership and communication of service requests and incidents?
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
Which statement about the 'continual improvement' practice is CORRECT?
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Which is a result of applying the guiding principle 'progress iteratively with feedback'?
What is MOST LIKELY to be handled as a service request?
Which describes a CORRECT approach to change authorization?
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
Which competencies are required by the 'service level management' practice?
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?

Question 438 - ITILFND-V4 discussion

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Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

A.
Service request management
Answers
A.
Service request management
B.
Service desk
Answers
B.
Service desk
C.
Problem management
Answers
C.
Problem management
D.
Continual management
Answers
D.
Continual management
Suggested answer: B

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-analysttraining/#:~:text=%E2%80%9CService%20desk%20staff%20require%20training,effective%20communication%2C%20and%20emotional%20intelligence.

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asked 18/09/2024
Ricardo Monsalve
38 questions
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