Apologies in advance for my lack in eloquence, this is off the cuff... I have been thinking this is true of the information services organizations being organi

Apologies in advance for my lack in eloquence, this is off the cuff... I have been thinking this is true of the information services organizations being organized as ITaaS. There is only one help desk and this leads to IT behaving as a monopoly. As a monopoly there are few incentives to perform better. In order to preserve the organizations value, layers of bureaucracy are added to measure the performance of the organization. These grow organically but manifest themselves as status reports and status meetings. Small committees make broad mandates which operation-wise are questionable. Looking at the CRM this creates chains of approval for resolving tickets, forms with 25 fields which contain hundreds of selectable values. The perverse design of enterprise CRM I feel is greatly a product of the monopolistic/bureaucratic behavior in a large organization.