A business that runs IT as a series of tickets is always one incident away from chaos. Reactive support fixes the symptom; it does not reduce the rate of repeat problems.
The operating model that reduces fragility is proactive and documented: monitoring, standards, identity control, tested backup and continuous improvement. Support becomes one function inside that model, not the model itself.
For leadership, the question is simple: does your provider show you what is controlled and documented, or only report how many tickets were closed?