Today I read about a single "account" cutting down INC tickets from 900+, with some root cause root cause root cause analysis and modifying of the monitoring software. That should be standard "do the right thing" best practices and not made a big deal of.
I guess before they actually fixed the real problem this account was wasting DXC money by working each 900+ ticket and closing without actually fixing the root cause and thus more tickets to keep more people on the payroll.
It takes longer to fix and document the root cause , but once you do you won't have to visit that problem again on that same device and will have a documented procedure to fix the same issue on other devices.
Its called doing the job your paid for! These people shouldn't get credit for doing something they should have done years ago!