It's been my experience that IT management want to see metrics and dashboards for everything. The want to be able to plan, allocate resources, and justify purchases and staff.

How many of these did we do, how many of those, how long did it take to close this type of ticket, etc. So while the technical people could fix things on the spot, they are not allowed to due to the demand for metrics and tracking.

I can see both sides of the debate, but there needs to be a good balance. We can get stuff done and provide metrics without too much overhead.