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ITIL Foundation Essentials: The exam facts you need by Claire Agutter

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CHAPTER 10: SERVICE OPERATION

Concept: The importance of communication

Service Operation is often made up of a number of different functions and roles, covering long service hours, including out-of-hours support.

Service Operation ensures that communication between functional areas and different shifts is managed. Good communication between functions and roles will help Service Operation to maintain service levels and meet business requirements. Service Operation communication includes:

  • Handover reports
  • Logs
  • Timesheets
  • Work flows
  • Incident updates
  • Other reports.

Service Operation has a lot of contact with users. All communication needs to be checked to make sure it’s appropriate for the audience and useful.

Good communication can actually prevent ...

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