An overwhelmed help desk can sometimes cut procedural corners in order to get the job done. I do not mind that, actually, because my number one priority is getting my users up and running and with the tools they need to go about their business. I am not referring to taking shortcuts that will compromise the quality of their work, rather, procedural gaps or oversights can take place. To cite an example, there are rules for software licensing management. My company, which shall remain nameless, dictates that no software shall be installed until a license has been acquired and is in place in our software licensing management database.
As logical as such a software licensing management rule would be, when a member of upper management wants an application installed on their computer and is demanding it be done immediately because they feel it is critical to the business, it is easier to give in to the request than escalating the matter to IT management. Battles should be chosen carefully, and in most cases, your manager would tell you to ignore the software licensing management rules anyway and to install the software being requested.
Which is fine, as long as the software licensing management is updated properly and is aware that a license has been consumed. Utilizing an inventory system that is capable of performing software licensing management by inspecting computers and compiling the information in to a database automatically and assigning licenses to users in such a way that compliance is maintained. This enables the technical personnel to quickly respond to software needs without the added stress of having to do tedious paperwork to bog them down in process. The software can be installed, then the software licensing management system detects the additional installation, logs it against the user and their machine, and assigns licenses as needed.