Re:ITIL (Score 1)

Sound advice so far. I would add, get the engineers to spend time designing the back end architecture up front. Design before you code. The same goes for UI, don't start writing UI until you have it all drawn up and vetted with your USERS (different than customers). You don't have to do this yourself, look for a techwriter, QA person that can communicate and has a little artistic talent and draft them into the role of UI designer if you must. Don't get fancy (unless you have to), paper prototypes can be vetted with users and have almost zero cost to change.