I am not surprised. The relation between IT departments and the rest of the company are often weird, it even more complicated when the IT department has two jo

I am not surprised. The relation between IT departments and the rest of the company are often weird, it even more complicated when the IT department has two jobs rolled into one : administrating the system and developing them. And they work by ticket for all these activities. They have been told to run IT like a business on its own so everything is done by contract. But IT never can make a profit, and reinvest in cost saving or modernization measures. Purchasing off the shelf software eases and clarifies a lot of all that. Just having you IT services provided by an external company often does not.