Avantages
Some of the people I worked with were amazing, however to be promoted you needed to be a complete brown noser, meritocracy is something they have not yet heard of
Inconvénients
If you are a service provider to other companies, providing computer services and your income depends on resolving problem tickets for individual employees of the client, why would you ever want to fix underlying core issues, no matter how well documented those are? If you have complete step by step manuals regarding how to fix just about every single problem that occurs, then the underlying causes for those issues are easy to identify and eminently fixable. However if your entire business model hinges on the arguably unethical practice of charging clients for tickets resolved on shoddy, slapdash software you created yourself, why would you ever want to create better systems? or fix existing problems?