There is a gap between IT service levels and user expectations. Much of the difficulty lies in staff-provided services. Poor communication, project delays, problems that repeat, and confusion in guidance and rules are all too common. Technical skills tend to outweigh communications, organization, and management talent when hires are made. IT job specialization tends to fragment the workforce. The user community still needs more help than the IT community seems to acknowledge. Most of the remedies are non-technological: a more disciplined approach to management, closer connection to the clientele, and willingness to learn and change as service providers.