the IT Policy is what is universally hated, not the IT dept or the poor souls that make it up. Often there are some very bright and helpful people that will try to go out of their way to help out end users (especially researchers, who have "interesting" requirements -- we've gotten around this by setting up a department just to field their demands).
I also can't help feeling that IT depts have brought this reputation on themselves. "Our way is the One Try Way and you can't do it any other way". "Oh, yes, we installed this multi-million dollar pile of enterprise software that does not work, makes simple tasks week long epics, but you have to use it anyway".
Over the past decade, there has been a brain drain and now the IT depts are filled with "admins" that hardly know anything about only one particular platform and refuse to consider anything else (watch them squirm when the CEO / President walks in with a MacBook Air). To them, every problem can be solved by reinstalling the SOE, blaming the end user for installing "non-approved" tools etc etc.
IT is now looked upon as a cost centre. The business is quite rightly making comparisons with other providers who can provide the same service, for much less outlay.