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Sample Communication Strategy Document
1. Introduction
One of the keys to any successful ITSM program is the initial and ongoing communication
about the program and projects. It is best to initially define a high level communication
strategy and then develop a communication plan that will be executed on an ongoing basis.
The communication strategy is an integral part of the deployment and organizational change
strategies. A primary role of communication, throughout the duration of this program, is to be
the vehicle that informs, educates and facilitates the adoption of the ITIL processes that will be
developed and implemented.
.
2. Strategic Communication Plan Objectives

Ensure appropriate communication is provided from senior management on an ongoing basis

Communicate the purpose of the ITSM program and the direct impact to employees

Communicate the behavior change between what employees are currently doing today and
what they will be doing as a result of the development and implementation of the ITSM
processes

Communicate the benefits of ITSM and how it ties to the Business strategy, goals and
objectives and IT’s strategy, goals and objectives, and how it will benefit individuals in their
work (WIFM)

Engage IT managers in a more direct way with the communication process

Ensure two-way communication and dialogue takes place

Ensure there is a feedback mechanism to evaluate the effectiveness of the communication
plan

Ensure that communication is timely and relevant

Ensure communication is maintained throughout the duration of the ITSM program

Understand and utilize existing organizational communication media

Explore new media to use for communicating the ITSM program
3. Approach




Communication will address these areas:
o Messages about the overall ITSM Program
o Specific messages targeted for development, deployment and adoption of the ITIL
processes
Senior and mid level IT management will be involved in ITSM communication approach in
the following ways:
o Involved early in the communication process
o Will take the lead in communicating the key messages and promoting ownership
o Will cascade messages to ensure consistency
o Will deliver messages via department and unit meetings
Business partners will be targeted as key stakeholders
o Engage the business early and ongoing throughout the ITSM program
Understand the key perceptions of the ITSM program and interpretation of key messages
o Promote two-way communication utilizing the key roles including the process
design team members
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Sample Communication Strategy Document


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o Use the ITSM mailbox
o Adjust communication based on feedback
A variety of media will be used, including:
o Town Hall Meetings
o Staff Meetings
o Monthly Newsletter
o ITSM Website
o Program Website
o E-mail
o Various presentations and special events
o ITSM Mailbox
Communication plans will be developed for program-wide communication and the
deployment of the processes, plans will include;
o Messengers
o Messages
o Target audience
o Timing
o Feedback mechanism
ITSM website will be used as a reference site to store completed deliverables
Program Website will be used as a dynamic website to convey current activities related
specifically to the ITSM program
4. Critical Success Factors

Clear understanding of what the ITSM Program is delivering and the key dates

Clear understanding of the goals of the ITSM processes

Clear understanding of the benefits of the ITSM Program and how they tie to the overall IT
goals and strategy

Senior level management and IT management participate in receiving and delivering clear
consistent messages

Clear understanding of how the processes integrate
5. Key Roles
Messenger - Ensure appropriate messenger and medium are being utilized
Reviewers – Those who participate in reviewing communication before it is sent out
Senior Management – Key stakeholders, messengers and change agents
IT Managers – Key stakeholders, messengers and change agents
Process Design Team – Key stakeholders, messengers, subject matter experts, content
providers, and change agents
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Sample Communication Strategy Document
Process owner – Ensures process is designed to meet business requirements and is
successfully implemented. Is also responsible for ongoing process performance, monitoring
and continual improvement.
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Sample Communication Strategy Document
Document Information and Revision History
File Information
File Name/Path
Original Author(s)
Current Revision Author(s)
Document Revisions
Version
Date
Author(s)
Revision Notes
Document Ownership and Distribution
The primary audience for this document is the Program Sponsors, Program Manager and
Project Managers
The maintenance owner of this document is <insert owner’s name>
Approval
Signing this document acknowledges comprehension and support for the contents of this
document, as it exists when this page is signed.
Program Sponsors
Name
Title
Signature
Date
Signed
Y or N
Process Owner and Program Manager
Name
Title
Signature
Date
Signed
Y or N
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Sample Communication Strategy Document
Name
Title
Signature
Page 5 of 5
Date
Signed
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