ITIL 4 Foundation — Question 309

Which TWO types of competence are MOST important for service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills

Answer options

• A. 1 and 2
• B. 2 and 3
• C. 3 and 4
• D. 1 and 4

Correct answer: A

Explanation

Knowledge of business processes and collaboration skills are essential for service desk staff as they need to understand how the organization operates and work effectively with others to resolve issues. While advanced technical knowledge and workflow design skills are beneficial, they are not as critical for service desk roles compared to the ability to collaborate and understand business processes.