If communication between your teams is an issue, ITIL v3 has an app for that, writes George Spafford in his ITSMWatch column.

One of the challenges in IT is that the flow of knowledge about a service and the configuration items that make it up is imperfect to say the least. The groups involved with the various processes don’t always have good knowledge transfer within the team but then there is frequently an even larger gulf between one area and another.