What are some good practices for guiding your customers' use of Notifications? Choose 3 answers

Question

Options

• AWhen possible, maximize the quality or email updates to customers
• BUse incident itil role template as the master template to build all other ITSM templates
• CGet input from Marketing department, regarding format of customer/caller facing notifications
• DMake sure Notification requirements and test plans are in the project scope from the start
• EUse templates to ensure consistency and ease of configuration

• A
  14% (7)
• B
  78% (38)
• E
  8% (4)

Explanation

Three best practices for Notification governance are: (B) Using the incident ITIL role template as the master template establishes a consistent baseline that all other ITSM notification templates inherit from, reducing maintenance overhead; (C) Getting input from the Marketing department ensures customer-facing and caller-facing notifications align with corporate branding, tone, and communication standards; (D) Including notification requirements and test plans in the project scope from the start prevents scope creep and ensures notifications are properly designed and validated before go-live. Option A is poor practice - sending high volumes of email leads to notification fatigue and ignored alerts. Option E (using templates) is generally good but is secondary to the three listed practices.

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