In my opinion, one of the biggest worries of any IT organization is what I refer to as ‘Blind Monkey IT’. What this leads to in my limited experience is a lack of initiative and a ‘blind action’ mentality. Perfect examples of this are the pc support tech. who can’t fix your problem because it isn’t in his script. I know right now every manager is shaking their collective fist at me, but this seems to be the perfect way to make your team redundant. Ever wonder why the off-shore csr with the bad accent insists your problem is on his script. Now, don’t get me wrong documentation is a good thing but there has to be a stopping point.