Because of this mindset, companies who decided to outsource IT as an obvious cost optimization realized how their company actually runs.

Specifically that there are huge off-the-record operations (outside of the ticket system). The more VIP the problem is, the less tickets.

And suddenly, the people supporting them (particularly if they were outsourced but stayed in the company as contractors, and were pissed off) had one sentence "open a ticket". Doesn't matter if this is the CEO asking, or something "urgent", ticket it is.

And the gates to hell opened.

Source : me not being IT anymore (huge company) but strongly advocating against the outsourcing (pointing to the above), and then taking a backseat and watching the world burn with popcorn in hand.