ITIL-FOUNDATION · Question #573
Which is an important principle of communication in service operation?
The correct answer is B. It has an intended purpose or a resultant action. Effective communication in ITIL Service Operation must always serve a purpose - either conveying actionable information or driving a specific outcome, rather than communicating for its own sake.
Question
Which is an important principle of communication in service operation?
Options
- AInformation should always be communicated
- BIt has an intended purpose or a resultant action
- CMeetings are always the best method of communication
- DIt is stored in the configuration management system
How the community answered
(32 responses)- B91% (29)
- C6% (2)
- D3% (1)
Why each option
Effective communication in ITIL Service Operation must always serve a purpose - either conveying actionable information or driving a specific outcome, rather than communicating for its own sake.
Communicating all information indiscriminately causes noise and overload; ITIL stresses purposeful, relevant communication rather than broadcasting everything.
ITIL Service Operation explicitly states that a key communication principle is that every communication should have a clear intended purpose or produce a resultant action. This prevents information overload and ensures that communications are meaningful, targeted, and efficient for operational staff.
Meetings are one option among many; ITIL does not prescribe meetings as the best method since the appropriate channel depends on the situation and audience.
The Configuration Management System stores configuration item data, not operational communications; this conflates two unrelated ITIL concepts.
Concept tested: ITIL Service Operation communication principles
Source: https://www.axelos.com/resource-hub/blog/itil-service-operation
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