In order to implement or improve the service management within an organization changes are needed in the attitude of and communication with the employees, IT customers and the users. Communication is an important part of quality. If new systems are developed or existing ones further developed then all participants must be kept informed of the current status of development, the potential impact on existing services, the planned testing as well as the associated training. A few examples of communication in the service operation phase are listed below: aus dem Betrieb

• Periodic daily reports from the business
• Communication between shift operations
• Performance reporting on services or IT components
• Communication in projects with regard to changes, exemption or if necessary emergency case situations
• Training for new or modified processes and service designs
• Communication of the strategies or designs for service operation teams