ITIL-FOUNDATION · Question #223
Which of the following statements about communication within Service Operation are CORRECT? 1. All communication must have an intended purpose or resultant action 2. Communication should not take plac
The correct answer is C. Both of the above. ITIL Service Operation guidelines state that all communication must have a defined purpose and a clear intended audience. Both statements are correct principles of effective Service Operation communication.
Question
Options
- A1 only
- B2 only
- CBoth of the above
- DNone of the above
How the community answered
(48 responses)- A8% (4)
- B4% (2)
- C85% (41)
- D2% (1)
Why each option
ITIL Service Operation guidelines state that all communication must have a defined purpose and a clear intended audience. Both statements are correct principles of effective Service Operation communication.
Accepting only statement 1 ignores statement 2, which is also a documented ITIL principle requiring a defined audience for all Service Operation communications.
Accepting only statement 2 ignores statement 1, which equally requires that every communication carry an intended purpose or resultant action.
ITIL Service Operation explicitly identifies that communication must always have an intended purpose or a resultant action, and that communication should not occur without a clear and defined audience. Both principles ensure that operational communications remain focused, actionable, and avoid noise that can distract teams from service delivery.
Both statements are valid ITIL Service Operation communication principles, so rejecting both is incorrect.
Concept tested: ITIL Service Operation communication principles
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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