[TeMPOraL]

> It's an incentive misalignment. IT is evaluated in 'how secure things are' or 'how easy is it to maintain' or 'does this give me more headcount'.

I tend to summarize my experience with IT in large companies and universities like this: IT is evaluated in "how secure things are", or "whether things are not broken". The only sure-fire way to ensure a system is secure and not broken is to make it completely unusable, so that people don't use it. If people don't use a system, they can't break it!

[brokenmachine]

Our outsourced IT has KPI's for closed tickets, so they are very keen to close any ticket for any reason. Then it is up to you to call and restate everything to first-level helpdesk again to reopen a new ticket in order to actually get things to happen, and thus they end up closing double the number of tickets.

Never mind that it took double as long, and sucked the life out of everyone subjected to the system.

Efficiency!