Once upon a time there was a help desk. Despite having computers available, they used to write details of faults reported to them on whiteboards.
As time passed and the nature of the business changed, there were too many faults to fit on those boards.
The Manager arranged to get a nice plasma screen put on the wall, he wrote some code that would display useful information on the screen, and he spent a long time making changes to the computer system so that it would be more suitable for managing faults. He spent even more time analysing the processes and workflows, then tweaking the system to match that workflow.
To complete the job he wrote documents describing how to use a computer to make life easier, with nice flowcharts. In colour. Surely these new processes, new system features, and huge display screen would help the department overcome the problem of running out of room on their whiteboards?
Yes it did. But not in the way he expected it…
The Manager is now considering therapy, but cannot decide whether it is more appropriate for himself or for his luddite staff.
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