Why DOES it take IT so long to solve user problems?

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Computerworld - https://www.computerworld.com/article/3268033/it-industry/why-does-it-take-it-so-long-to-solve-user-problems.html#tk.rss_all

This seasoned accountant has years of experience at a government agency, and a lot to keep her busy, reports a pilot fish in a position to know.

“Wilma spends her days processing forms, crunching numbers, checking and double-checking figures and printing critical reports that keep the agency up and running,” fish says.

“One Monday morning, she comes into the office, gets settled in and wakes up her computer to log in. But her normal routine is shattered by an ugly error message: Incorrect user name or password.”

She tries again. Same error. “Hmm,” she mutters, “they must be having another system problem. Those

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