I'm a partner in a pretty successful services company, our success is mainly built on the prevalence of the do nothing attitude in IT departments in contrast to our 'drop no request' attitude.
This is my problem when being on the other end of "do nothing". We subcontracted our it support, this means no one in our company has direct access to systems supported by contractors. And then you need some trivial information and have to wait or ask multiple time. Compated to past when you had tools and access to get that information yourself.