According to ITIL, it is worth taking note that all communication should be broad enough to reach its target audience. This is because the communication process is only established when the recipient captures what the sender wishes to convey.
As such, the target audience is defined as IT teams, internal company departments, service users, company clients, third parties, external parties, or any other interested party.
Finally, there must be a defined goal, which serves as a means of prevention and thus reduces any type of operational problem.
The formal process
It is recommended to use a formal communication process. For example, to announce interruptions, events, and incidents in operational routines, the shift change of professionals, and the issuance of performance reports, including problems, incidents, errors, and others.
Furthermore, it is necessary to execute a communication process for the life cycle of a project or program, especially a change made in the environment. This can be in the form of documentation, infrastructure, systems, or other relevant forms. Exceptional events or scheduled or emergency shutdown notices should also be considered.
One way to communicate is through training or awareness of new processes, tools, or a new norm, procedure, or strategic objective.
On the other hand, a communication process will only be effective if there is a definition of the means of communication, such as email, folders, sound messages, intranet, etc. It can also be through a written policy and a definition of a task flow that defines the person responsible for drafting, sending, approving, and revising a message, for example.
Above all, it should not be forgotten that a communication process must have Security Requirements. That is, to ensure that only interested parties become the target audience.
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