Wells Fargo has become incredibly adept at hiding issues and trouble all in the name of progress.
Due to increased scrutiny over meeting SLAs, ticket/incidents in Service Now are closed and marked as resolved despite not actually being resolved. Instead the issue is recreated on an Agile or Kanban board where it is prioritized and likely placed onto a backlog until the original reporter of the issue finds a workaround or gives up and forgets about it. But teams are meeting their Service Now SLAs so everything looks great on paper.
A web-based application not working? Good luck finding a place to report an issue. Contact us links are missing, links to web pages are broken, and KB articles in Service Now looping around referencing each other without providing guidance on how to speak to a real person.
Using the MyIT chat feature to report a problem? Good luck, nine times out of ten we're told to call Security Service Center and the ticket marked closed/resolved. Oh, but those numbers are great and they can justify the offshore staff - 'look at all the tickets we closed' - no one mentions the fact that the agent was fixated on a VDI being an issue when it wasn't related to a VDI. The agent says "Tableau error? When was the last time you were able to access your VDI?" and you wonder what any of this has to do with a VDI when you don't have a VDI. Not knowing what else to do the agent tells you to call the Security Service Center and marks your ticket as closed. Great.
And Agile? Now there's a black hole. In Agile you submit a request for something on a general board only to have that item marked as closed/resolved and another Jira story opened on a separate team board for prioritization and tracking only you're not allowed access to the new Jira story, it's for that team only. Oh, and they don't have the bandwidth for your request this year. "Oh, but look how Agile we are!"
It feels like we've learned that the easiest thing to do is to create roadblocks that are designed specifically to confuse team members and make them want to give up. Then we don't have to answer hard questions or be accountable for fixing things.