| B1 Routine operational communicationMost communication in Service Operation has to do with ensuring that all teams and departments are able to execute the standard activities involved in delivering IT services and managing the IT infrastructure.
Serious consideration should be given during Service Design to defining the content, type and format of communication that is required to operate IT services.
Purpose
| - To coordinate the regular activities of Service Operation at all levels.
- To ensure that all staff are aware of the scheduled activity at all times and that they are aware of any changes or initiatives that may affect the normal operation of the IT environment
| Frequency
| This type of communication is regular and is communicated in daily, weekly and monthly cycles
| Role Players
| - All managers and staff involved in Service Operation
- All process managers for processes executed by Service Operation staff – especially Change, Incident and Problem Management
- Customers and users
- Vendor staff involved in Service Operation
| Content
| - Summarize events since the previous communication to ensure that everyone is aware of any follow-up that needs to occur. Also to ensure that all batches have completed and the teams or departments are ready for standard operational activity
- A report on the health of major systems
- Inform Operations Management staff of any news or events that may effect operations that period
- Discuss any outstanding problems or incidents and ensure that an action plan is in place for each
- Discuss the schedule of changes that are expected to be made during the day, together with a briefing of potential incidents that may occur as a result and the appropriate action to be taken. This should not be confused with the CAB meeting. This is an opportunity to check whether changes that were agreed and scheduled by the CAB, or through a Change Model, are still on track
- Any planned maintenance or other outages that have been scheduled for the next operational period
- Announcement of the results of any Post Mortem or Crisis meetings that were held since the previous communication
- Announcement or reminder of training that may be available over the next week or month to give staff and their supervisors time to schedule the training into the Operations Schedule
| Context / sources
| - Operations Logs
- Incident Reports
- Problem Reports
- Maintenance Schedules
- Change Schedule
| Table B.1 Communication requirements in IT services
Date: 2014-12-29; view: 1191
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