ITIL 4 Foundation — Question 318

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

Answer options

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

Correct answer: D

Explanation

The correct answer is D, Service desk, because it involves direct interaction with users who may be experiencing issues, requiring empathy and emotional intelligence to effectively assist them. The other options, while important, do not necessitate the same level of direct emotional engagement with users.