ITIL · 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's Service Operation guidance requires that all communication have both an intended purpose or action and a defined audience.
Question
Options
- A1 only
- B2 only
- CBoth of the above
- DNone of the above
How the community answered
(40 responses)- A5% (2)
- B3% (1)
- C90% (36)
- D3% (1)
Why each option
ITIL's Service Operation guidance requires that all communication have both an intended purpose or action and a defined audience.
Statement 2 is equally valid per ITIL Service Operation principles, so selecting only statement 1 is incomplete.
Statement 1 is equally valid per ITIL Service Operation principles, so selecting only statement 2 is incomplete.
ITIL explicitly states that all communication within Service Operation must have an intended purpose or a resultant action, ensuring every message drives a meaningful outcome. It also states that communication should not occur without a clear, defined audience, preventing aimless information distribution. Both principles work together to make Service Operation communication targeted, efficient, and actionable.
Both statements are correct and directly reflect ITIL's documented communication guidelines for Service Operation.
Concept tested: ITIL Service Operation communication principles
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