IT is a cost center. There's constant pressure to contain its headcount and budget. The costs of providing a high level of service are obvious, but the costs

IT is a cost center. There's constant pressure to contain its headcount and budget. The costs of providing a high level of service are obvious, but the costs of lousy services are all hidden. As a result, yes, there's usually NO incentive to do anything more than the minimum. (The minimum, of course, involves the ass-covering.)