Module 2.2 - ITIL v3 Foundation - more of those TLA's PDF Print E-mail
Written by David Noel-Davies   
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Module 2.2 - ITIL v3 Foundation - more of those TLA's
Pop quiz of module 1
Service Operations (SO)
Internal IT views vs. external business view
The value of communication
Continual Service Improvment
pop quiz for module 2

The value of communication

Good communication is needed between all ITSM personnel and with users/customers/partners

Issues can often be mitigated or avoided through good communication

All communication should have:

           Intended purpose and/or resultant action

           Clear audience, who should be involved in deciding the need/format


  • Right information
  • Right people
  • Right Time
  • Right format


Good communication is important across all phases of a service lifecycle but particularly so in Service Operation.

Good communication is needed with other IT teams and departments; with users and internal customers and between the Service Operation teams and departments themselves. Issues can often be prevented or mitigates with appropriate communication.

An Important principle is that all communication musts have an intended purpose or a resultant action. Information should not be communicated unless there is a clear audience. In addition, that audience should have been actively involved in determining the need for that communication and what they will do with the information.

Please not that there is no definitive medium for communication within each team or department and for each process. Although this should be formal, the policy should not be cumbersome or complex.




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