but have one major disagreement with one particular comment:
'???Now??? should be a reasonable expectation the majority of the time.' - that comment is exactly why I'm considering leaving IT permanently. I work in IT support and every user I deal with has that exact expectation, however no-one considers the fact that the same team has to deal with 1st, 2nd and 3rd line support. Over the years I've had users expecting instant response on a print problem during site outages, knocking on the server room door while the server is down to tell me they forgot their password, and so on. While the ideal is instant response and fix, the reality is that most departments are so overworked it just isn't possible, and the user expectation needs to be set accordingly. Otherwise you are going to burn out and ultimately lose the very people you need to provide the responses detailed above.