It takes an Act of Congress, a Papal Conclave who produces white smoke on the first vote, Divine Intervention, and Interdiction by a Vice President, all offered in triplicate upon the altar of subpar IT support organizations, to get a ticket closed -with- a resolution in less than a year. If it’s not something they already have a script for it’s almost certainly impossible as far as IT support is concerned.
The company makes billions of dollars a year, employs tens of thousands of people, and they still can’t craft a competent and empowered IT support organization. Even if just for their own developers and technical experts.
I look at it more like a "productivity multiplier", where spending money wisely can make other departments more cost efficient beyond the cost you put into IT. I guess they don't teach that in business school, or everyone is already as productive as they can possibly be. Somehow I doubt it, though.