Page 312 - ITIL® Foundation 3.15

The Need for Communication
Communication is a topic that is widely covered in business writing circles. It is important in business, family, marriage, and every other aspect of life. In IT organizations, there exist tendencies to silo ourselves into our own small world. We don’t
venture out to other areas to explore, or even care what is happening in those areas. Because of this, we often will not communicate information, that if it were known, could help another group, individual, or situation. Communication
within the Service Operations lifecycle stage is imperative, if we are to move forward and achieve the goal of
maintaining stability. Clear communication policies are required and should cover all levels of communication. There should be a clearly directed path (receiver) for communication, and a clear reason for the communication to take place. Communication that has no purpose is just noise.

Clear communication policies are required
• By team
• By project
• By department • By process
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Tailor communications for audience and level
• Strategic
• Tactical
• Operational
Communication Types
• Routine operational
• Shift change-over
• Performance reporting
• Project, change, or emergency
• Process & Service Design training
• Between Service Strategy, Service Design &
Service Operation