Customer comes first, right?

[MikkoH]

When designing service, we all might remember that the idea of the ITIL is to serve the business by having common language and processes that enable the business to do it's work, which is no doubt the most important thing in any job.

I do however think this is not always the case, I'd love to hear from you how the business-it relations are working for you and if you think there still is the friction between the business and IT.
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Mikko Hellemaa
Support Specialist
Indeo Oy
Finland

[MikkoH]

Example: Enduser's ticket gets tossed around in a request management tool, having hard time to identify the correct support team, at worst case leading to somebody's access to needed tool be delayed by weeks, even months, not very supporting but could be according to the process, would it help to have better lines of communication to the business as it usually seems that there is common understanding with support team and maybe their managers, but no one who actually works with business and IT together, leading to a situation where the initiatives get shut down quickly after launch.
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Mikko Hellemaa
Support Specialist
Indeo Oy
Finland

[TomC]

IT and Business Leadership need to tackle the challenges between both sides. My company has it's growing pains to deal with but for the most part our successes are directly related to the core people who work through communciation breakdowns, misaligned priroities and end user frustrations.