Whether a flaw or feature is a meaningless academic discussion at the end, when entire IT of the company works like that. To get stuff done on time you need to

Whether a flaw or feature is a meaningless academic discussion at the end, when entire IT of the company works like that. To get stuff done on time you need to do what is necessary, rest are details. I agree stuff is not set optimally, but when IT is a cost center to the business and looked down upon, this is what you get. Btw not everything is covered by some form of ticketing system, there are many grey areas. And trust me, guy managing sFTP server (latest case in long line of cases) doesn't do any sophisticated deep stuff that requires 15 mins to get into the zone. More often than not its the case of folks in various roles promising to do certain work by the end of the day or given date on the meeting, then happily ignoring all chats/emails/calls asking for it for another week or two past the deadline. Of course the excuse is in 100% of the cases how busy they are, when you know they happily spend 15 mins on coffee/smoke breaks multiple times a day. Absolutely 0 sympathies there, and this is one of general senior skills to get work done on time from such people too.