Leo (IT) complained that Sales never told them why a feature was urgent. Day 2: Priya (Sales) admitted she didn’t know how to write a proper request—so she just yelled.
Leo didn’t get defensive. He said: “We aren’t lying. Our GPS cache updates every 5 minutes. Your package moved in 4 minutes. The system guessed.” itil 4 relationship management
Priya gasped: “So the customer isn’t angry at us. They’re angry at a 1-minute delay in reality?” Leo (IT) complained that Sales never told them