Re: What you're missing is that they're _right_.
Let me tell you what I, as a user of IT setvices, want from IT.
I want my computer to log me into the system every time.
I want my applications to spin up and work, every time.
When you make changes to how I do my job, I want that change to make my job easier, not harder.
I do NOT want to have to log into a VPN, to access a VPN, to access a VPN, to access a VPN, to reach an application. Yes, I actually have to do this sometimes, because IT doesn't want to built a shortcut to let me reach the last VPN on the first go around. I don't mind that I have to log into a VPN at the start of my shift, but once in I should be able to hit every application by logging into it.
Speaking of VPNs, I do not want them to time out after 5 minutes of inactivity. Sometimes it takes time for a field tech to do his bit, and I should not have to spend 20 minutes logging back in to check. I may not be actively working in that VPN because sometimes I have other issues to work on while waiting on the field tech. All in all, I spend a good 30 percent of my shift logging and relogging into stuff and that means I'm not fixing as many circuits as I should be doing.
I am also sick of the constant password requirement updates. Yes, I get security, but I have to maintain access to 50-60 different systems, all with differing password requirements and all with more and more complicated password requirements. What makes it worse, the requirements for a valid password are never listed so making a change takes forever. And worse than that? Reducing the time between changes. All that, and you guys leave admin access to the network set to username admin password nimda, for your own convenience? Yeah, I know your dirty little secrets!
All in all, I want to do my job quickly and effectively. I do not even want to know IT exists. If I am constantly having to open tickets with you because something broke, as far as I'm concerned the IT are useless numpties who are out of their depth. On the other hand, if I never have to think about IT because I never interact with them, give that department a raise, they're obviously highly competent experts in their field.