I was just thinking about the IT department in large enterprises, and what an end users actual experience would be of them.
When the network connections are working, no one cares
When all the services are operating, no one cares
When I get Email delivered efficiently, no one cares
But when any service actually has an interruption everyone is on the phone immediately to your service desk.
Its the interaction with the service desk that will make or break the relationship, its the service desk team response to a situation that will be remembered, not that fact that things were working in the past. Its important to well staff, train, and look after the service desk team, they are the ones that the customers actually interact with and talk about after the event is resolved.
