IT is often used to refer to working with technology in a supporting role in an organization. For example, someone who makes sure the files are backed up and t

IT is often used to refer to working with technology in a supporting role in an organization. For example, someone who makes sure the files are backed up and the anti-virus is up to date on the desktops of a company is part of the IT department. Someone in a group that develops software, particularly if it is part of a customer facing product or service, is not considered to be in IT. I think it comes down to the naming convention in common use, as opposed to the literal meaning of the words. The reason why they are laughing about it is presumably because the person on the phone is referring to the people that fix the printers, when they should be talking about the people that write the software, and that these are different groups.