Agree. The last company I worked for used salesforce, email and excel to manage a 1 million line enterprise behemoth. Without much hesitation as I was employed to fix the company, with zero budget we fired up trac and integrated it with AD and their reporting stuff. Now this was frowned upon (open source!?!?! Never!) but it delivered real results and traceability. Now a year down the line and 5000 tickets later they finally accepted the value and assigned a PM to look at the company processes which were clearly broken.
A month later a totally broken copy of JIRA appeared whilst I was on holiday with the old process that was broken crudely crammed into it with no reporting, no backup/restore and no amount of crazy spared. Yep clearly the problem was the issue tracker not the process.
Now $32000 a year in protection money from Atlassian hits the upper management team (as well as the process brick wall which bottlenecks everything on the PM) so they decided that the problem is:
"We need another ticketing system. Sales force is looking good if we can just customise it for our process."
A month later a totally broken copy of JIRA appeared whilst I was on holiday with the old process that was broken crudely crammed into it with no reporting, no backup/restore and no amount of crazy spared. Yep clearly the problem was the issue tracker not the process.
Now $32000 a year in protection money from Atlassian hits the upper management team (as well as the process brick wall which bottlenecks everything on the PM) so they decided that the problem is:
"We need another ticketing system. Sales force is looking good if we can just customise it for our process."
So I quit with much "fuuuuuuuu..."