"IT is perceived in mixed ways by users. Some look on the amazing stuff it does and think there must be witchcraft going on in there somewhere. Others think that because they configured their Wi-Fi printer and Sky box at home, they're a genius of computing."
This paragraph is incomplete. Allow me to finish...
And then, there is the majority. Those ungrateful people think, that just because internet is down and waiting time for new computer is two month and antivirus makes their PC useless and demented password policy is senseless, that IT is not up to the task and should be outsourced by less overpaid monkeys and things will be roughly the same, except monkey cages will not be as smelly and awful.
Mostly they are right.
Even barely competent IT dept is like a black swan. They generally exist only in reg stories.