One of the bloggers that I follow - the anonymous ITILGirl (follow her on Twitter) - posted an interesting account of a service failure, and the fallout between users, the servicedesk and externa...

It's worth remembering that although ITSM vendors aim their offering at the CX*O* level (CEO, CIO, CTO) the majority of users who live and die by the product are members of the Servicedesk and Technical Management teams.

They are the ones (She is the one...) at the sharp end of the situation between the customer and the service affecting issue. Reading her post I notice she highlights the lack of communication as the biggest problem...