Many higher education IT environments are troubled these days. And to paraphrase Leo Tolstoy’s famous first line from Anna Karenina, each of these troubled environments is troubled in its own way. Whether it’s so high a level of demand for services that the IT department can’t keep up, or an unsuccessful implementation of an ERP, or a constant stream of complaints from faculty that the IT staff is unhelpful and unresponsive, problems sometimes seem to be woven right into the fabric of these environments.