I think there is no “right” or comprehensive answer to this question. In fact, several of the technology teams could satisfy the customers requirements. Some better than others. Ideally, the teams could present to some governing / deciding body their case for developing the application.

I admit that is the messiest part of the organizational structure however the structural competition between the various groups would overcome any inherent problems, I believe.
-Neil

You would have to teach customers which service team they required unless the service desk becomes the means to engage the service areas. If you have experienced service desk rather than the least experienc,, they could be the means to achieve th end to end service you are talking about.

To often service desk is though of the begining of ones IT career. This is a mistake as people’s architype may make they predisposed to customer service. If they have a liberated mind and want to grow they should not be forced to specialise but rather develop in service delivery.

I think that customer service architype career path should be customer service, problem management service delivery manager. The various management skills could be taught over time, to include people and financial management.

if you want long term success in your view, could you imagine these types of managers making their eventually way to executive, so that their bent is not strongly focused on financial management. The financially focused managers could then be used to balance these types of managers.

But in the world of companies floated on the stock market, and the pressure from investors being on profit I find it hard to believe that the young upstart little experienced financially focused managers not being given places of authority.

But no 2, with the world of open source and service being the thing that is sold, this would be the counter arguement of my first but?????

I hope you reply, because you sound like a very interesting person to talk with.

In case your interested, I am in Ferenze, and was looking up Michelangelo when I found your site. I first thought that you stole this address to get people to look at your ideas,BUT fortunately did not allow my initial misconception to stop me from seeing how wonderful your site is. I like the way you think.

Whenever they would call asking me to renew for $441/year, I would tell them that the cost is too high but I would like to negotiate with them for a mutually beneficial agreement. This would always take the caller off of their game and they would quickly return to their tele-script. I told them each time I would renew home delivery and online access for $200/year. They never took me up on my offer yet continued to delivery the newspaper even though I was no longer paying for a subscription.

Finally, last Thursday or Friday they discontinued home delivery and stopped my online access to subscriber-only content (mind you 90 days after I stopped paying). On Saturday, their website offered me a “new subscriber” benefit of 54 weeks of home delivery and online access for $140. I signed up again for another year.

And people wonder why the newspaper business is in such dire financial straights.