Ryan Frantz
Rule #29
I just came across Tom Perrine's blog and the page Tom's Rules. Rule #29 really resonated with me since I implemented Request Tracker (RT) 6 months ago:
If you don’t have a ticketing system, you’re doing it wrong. If you have a bad ticketing system that you or your users hate, or makes it harder to get things done, you’re doing it wronger.

RT replaced a home-grown ticketing system that had me and my team doing more work to manage the system than fulfilling the requests that came into us.

Give the rules a read; they're worth the time to help reflect on what we do every day as sysadmins.