Culture and what companies want there. I was running a operational team with a couple of incredibly talented guys who had been escalation engineers for large software companies in India.

They were trained really hard to "restore" things in a way that hit some minimal level of the SLA, but not really. It created alot of issues initially in the organization as the "don't question anything" had really been ingrained into them. My observation there is that it made many of the useless support engagements I've experienced make sense, and that a place with that level of discipline and process must be pretty awful.