IT Governance

How to Communicate Well in the Service Management Space: 4 Ways

Communication is a critical skill for any service management professional, but it is tough to acquire. To update yourself, find out the areas that need your attention the most. In this article at Service Management Journey, Ryan Ogilvie provides four tips to communicate well in the service management space.

Service Management Communications

Service communications generally constitute of incident reporting and change requests. However, service management is an evolving sector, and staying updated is the only way forward. Below are the four strategies to communicate well in the ITSM space:

Choose Your Audience: While maintaining transparency with stakeholders is crucial, sending irrelevant emails can tick them off. Identify the type of information your customers want. Analyze the ITSM processes they will find valuable.

Customize Your Notifications: Not only should you send notifications to the relevant audience but also customize them for individual businesses. For example, do not use technical terms while sending notifications to non-IT stakeholders. Add business terminologies to business emails, and IT terms to developers.

Create a Communications Plan: Ask feedback to improve your ITSM processes. Also, discuss and chalk out a communication strategy for daily and emergency activities. Find out if your information is going to the right department or your content is no longer useful for them.

Send Notifications or Give Information Access: While some businesses prefer push notifications, others want to draw information on their own. Talk to the stakeholders to understand the kind of notifications they prefer. Also, discuss how communication is an integral part of ITSM.


Whether or not you belong to the service industry, communication is an integral part of any business. It improves collaboration and brings more visibility to the current and future state of things. Keep updating your communication to meet the demands of the changing market.

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Indrani Roy

Indrani Roy is currently working as a Content Specialist for CAI Info India. She has knowledge in writing blogs, product descriptions, brand information, and coming up with new marketing concepts. Indrani has also transcribed, subtitled, edited, and proofread various Hollywood movies, TV series, documentaries, etc., and performed audio fidelity checks. She started her career by articulating a knowledge base for an IT client, and, eventually, went on to create user manuals and generate content for a software dashboard. Writing being one of her passions, reading books is naturally her favorite pastime. When not lost in the world of letters, she is a foodie, movie buff, and a theater critic.

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