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but had to run to react to the latest fire. I can't even get the staff here to call the right number for help, we keep stressing they're supposed to call the service desk so we can prioritize but they still insist on calling the techs direct as they think they get faster response. Can't seem to make them see that every time we answer the phone it takes us that much longer to deal with the problems on the list and they actually get slower response.

As for capturing requirements, our team has a nice long list of requirements, every few months we say that we'll deal with them as soon as we've fought the latest fire - except every time we've put one out the next one has got going. Being proactive would be lovely, you have to have enough staff to keep the fires under control to have that luxury though and in the real world I can't actually remember the last time I worked anywhere with a team that was adequately staffed to allow that.