The importance of communication in ITSM

Communication is the cornerstone of IT service management. Good communication can drive teams towards a common goal, improve collaboration and foster holistic work practices, all while building trusting relationships between staff and clients. The importance of communication skills can be seen in each of the 7 guiding principles it ITIL® and is relevant in every phase of IT service delivery. Here, we’re going to break down the impact of communication in 3 key areas of ITIL and ITSM.

    Think and work holistically
    Formulating a strong communication plan is key to creating holistic work environments. Be defining how stakeholders, developers, customers and clients can easily share information can help prevent avoidable issues later in development.

    A comprehensive plan should outline which channels should be used and how frequently formal communications should occur.

    Investing time and effort into this plan is sure to pay dividends. Communication has the power to influence the attitudes of customers and developers. It can bring teams together and ensure the smooth transfer of tasks and duties from one department to another.

    ITIL v4 training will also teach you the terminology of ITSM which will allow everyone involved to easily share ideas through the use of a common language.

    Thinking holistically means planning each action with the bigger picture in mind. Good ITSM relies on the coordination of several vital activities and roles. To achieve satisfactory delivery of IT services, communication is a must.

    Collaboration and transparency
    Working collaboratively is instrumental to achieving ITSM goals. Development teams have moved away from siloed work towards complete transparency in development procedures and strategies.
    Communication improves project visibility and promotes collaboration. This in turn, improves the flow of information between individual team members and departments, which prevents delays caused by a lack of knowledge, incorrect assumptions and incorrect information.
    Excellent communication skills go deeper than surface-level business practices, it helps build relationships and instills trust. When customers, clients and stakeholders know they can rely on the accuracy of your communications, they are more likely to be forgiving if mistakes occur.

    Feedback and iterative development
    Planning how you will receive information is just as important as planning how you will transmit information.

    Effective listening skills and a level of understanding also helps build trust and acting on feedback received can greatly improve the quality of IT services and will benefit client relations.
    Progressing in short increments while incorporating feedback is one of the guiding principles of ITIL v4. This agile strategy allows teams to make changes and adapt quickly to changing demands and circumstances, while also helping validate business and project management decisions. Allow opportunity to receive frequent feedback.
    When making changes based on this feedback, communicate to your teams the information your decisions are based on and why you are choosing to make said changes.

    Employees are more likely to support management if they understand how and why changes must happen.

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