Consider an IT organisation. There are two units in the organisation- Application Development and Management Team and IT Operation Team. There exist two separate channels for the customers to communicate the organisation- one between the client and application development team for product creation and alteration and the other channel for the customer to communicate the IT operation team for operational issues. Are there any problems with this model? If you want to set up the IT organisation according to ITIL how you will redesign the communication channels?

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