Have you met any of the big IT supply subcontractors?
Many have built a business around highly specific contracts, the expectation is the service level agreements are technically met. Anything outside the contract is irrelevant and will not be done until a contract is in place. This is reflected in the culture of its staff.
For example if you raised a problem and a team had a 24 hour SLA, the team is focussed on closing the ticket within 24 hours, so they will look for a reason to close the ticket. If you outlined a problem and suggested the issue might be in X area, they will declare “User stated a problem in X, X dashboard is green” and close the ticket. 24 Hour SLA Met!
It might take you 20+ tickets before your actual problem is resolved but from their perspective that was 20+ tickets all completed within 24 hour SLA and that is the metric reported in the contact.
If you try and expose the fact it took 20 days to resolve your problem, staff in these organisations will close ranks to protect each other and the business will protect them on the basis it undermines the metrics for the contract.
Have you met any of the big IT supply subcontractors?
Many have built a business around highly specific contracts, the expectation is the service level agreements are technically met. Anything outside the contract is irrelevant and will not be done until a contract is in place. This is reflected in the culture of its staff.
For example if you raised a problem and a team had a 24 hour SLA, the team is focussed on closing the ticket within 24 hours, so they will look for a reason to close the ticket. If you outlined a problem and suggested the issue might be in X area, they will declare “User stated a problem in X, X dashboard is green” and close the ticket. 24 Hour SLA Met!
It might take you 20+ tickets before your actual problem is resolved but from their perspective that was 20+ tickets all completed within 24 hour SLA and that is the metric reported in the contact.
If you try and expose the fact it took 20 days to resolve your problem, staff in these organisations will close ranks to protect each other and the business will protect them on the basis it undermines the metrics for the contract.
It really isn’t surprising
You sound like you think there are only humans working on local IT security and that it’s ticket-based model.