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Depends on the org. Some are quite happy to give users an interface and allow them to use it in the way that it suits them best, others insist on the approach you've described where they like to enforce particular ways of working. I always find "drive mappings" to be a case in point - there are so many ways you could do this better, but processes are wedded to them.

I have only worked in healthcare for the past 17 years, and IT very much still treats the users as either idiots, or simply wants to hand hold them instead of empowering them to be better users. "Just put it on the desktop" is far too often the directive from above, despite multiple reasons why we should not do this. They don't want to deal with complaints from physicians, etc.

That’s a nightmare to manage Aaron. My experience in financial services for the big part of the last 15 years was to empower users and not spoon feed them. In one recent migration project we removed all desktop shortcuts and made everything available in the start menu (and company portal for phones). Ideally corp device experience should be as close as possible to personal devices….

IME (and this goes for finance too) a lot of the push towards treating them like idiots comes from security, because they are trying to lock off various attack vectors, DLP threats, etc. Which just leads to an arms race situation that does nothing for productivity. A bit less of the whack-a-mole approach would do. YMMV obviously

We created an interactive training module with the LMS software the company standardises on, with a bunch of KB articles in ServiceNow. This helps the users where possible and we work to empower them further. I build a lot of user tools on top of that to help them move their way around a "Published App" environment.

The thought of you picking up a first-level ticket brings me no end of amusement.... I think there are a few things to tackle here (I have done internal, consulting, and now am a consumer of IT). 1. Kinda hard to suggest these are HR issues. My wife is in HR and would enjoy a long chat with you about the responsibilities of HR vs IT folk. Pretty sure the answer would be "_HR provide the LMS platform, IT is responsible for content"_. Most internal orgs at scale will have a level of IT training skillset on staff 2. The above configuration stances I think are vertical sensitive. In Health for example, 80% of consumers don't need choice and flexibility, they need consistency and standard controlled access - both for the consumer to easily get to exactly what they need, and for them to be supported efficiently. Other verticals however allow way more flexibility. I don't think it's always about users being dumb per se, there is often logic behind the madness (personally I hate the hand holding but I get it) 3. Supportability as a whole is an interesting thing, some of the smartest users around still refuse to RTFM and can log some stupid tickets for basic things - a lot of orgs are trying to reduce calls etc so the lesser evil may well be over catering on the "managed user" front 4. As for it being a bane on consulting engagements, one of the first things I would do in any project that had that level of user management/mapping/environment configuration is teach the IT guys to the toolsets and make them do it. Mostly for me it was WEM, So I would teach them upfront, give them the keys, and ask them to build things and then I would review prior to implementation. Empowers them and gets it off my back

I’m definitely not doing 1st level support, it’s more the ask from the customer. Specific use cases like health I can understand, it’s more of the knowledge worker use case rather than task worker where choice is valued by the end user.

Agreed, not a fan of treating them like idiots - if that is the reason why decisions are made on certain things then that’s insane and definitely should be slapped

Could it be they have some sort of automated testing in place? Icons moving can interfere with some sorts of availability testing?

@Rachel Berry not these customers in question, no