"There's a process of natural selection going on right now. The music business was waiting to die in its current form about twenty years ago. But then, hallelujah, the CD turned up and kept it going for a bit. But basically, it was dead."Bingo. The "recording industry" has basically been a "sell plastic discs" industry for way too long, and used the monopoly rents it received from the government to significantly overprice its products, and then lived fat and happy for many years. So, of course, when better, more efficient formats for distribution, recording, promotion and listening came along, it wanted absolutely nothing to do with them, because they didn't present the same sort of monopoly rents.
This is the same thing the movie industry does. Move to a state offering tax breaks for making your movie. Make Movie for cheap. Sell For Expensive. Profit. Repeat all.
This is why states shouldn't offer temporary tax incentives to businesses. It just doesn't work in this day and age.
It seems that Don't be Evil is not the corporate motto of Microsoft.
It makes you appreciate google, despite their mildly objectionable data collection/profiling.
I think the focus should ultimately be on reducing calls. So, perhaps, you're doing really well if the average calls per week continues a downward trend each week.
However, since many IT departments are actually split into different subdivisions, how can you measure the group that just takes calls, addresses issues, and closes tickets. It may be their ONLY job to close tickets/issues. They may have exceedingly little control over any underlying problems. So, to measure their performance, perhaps number of issues closed is not entirely wrong. But, managers of this group should be evaluated over time. Any recurring issues should be brought up as potential bugs or user training or just needing general improvement to the system, whatever that might mean.
You can't have your cake and eat it, too. Why can't you just be happy to be helping the world in some small way, and not worry about capitalizing on the experience?
Talent does what it can. Genius does what it must. You do what you get paid to do.