The service desk tool went in and nothing changed
Usually three causes, and only one of them is the tool.
The first is that the old channel still works. If email still reaches an engineer directly, email is still the system, and every measurement of the new one is measuring the minority of work.
The second is that the new way is slower for the person doing it and faster for everyone else. That is a real trade and it needs to be named and compensated, not exhorted.
The third is that nobody ever said what good looks like, so there is nothing to be short of. This is the one that measurement fixes directly: a short set of questions asked twice makes the gap specific, and specific gaps get closed.
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