Re: an interesting story here.
(some of which arguably are user requirements not IT requirements anyway).
With regards to user requriements: i'd agree that what I tacked on there are in fact user requirements, but that's because the users rarely know what they are actually asking for and never check that their proposed solution is actually acceptable to the business.
Does it fit in with existing processes for their department, other departments and external entities? They probably don't know their job is a carefully designed little cog in a bigger machine, let alone consider how it fits in, or that if they provide two extra bits of information initially it saves somebody else 5 telephone calls trying to get hold of them.
Does the solution meet local laws and requirements from the governing body? Users simply don't consider this stuff, which is why IT usually has a change manager who does little other than checking this stuff.
Unfortunately in my twenty odd years experience of IT departments (as a non-IT employee with a clue about IT) less than 3% of IT departments and IT people I have experienced would have a clue about the perfectly reasonable stuff you wrote
If your working in a large enviroment that has implemented ITIL, then out of an IT department with 25 staff it's likely that a mere handful are actually IT people. Consider an ITIL IT Department:-
10 first line staff. Probably paid about ~£12k, (geeks with mild interest in IT if your lucky.) Capable of very basic troubleshooting via script eg. asking if the computer is turned on and logging everything that comes in. Has a hard limit of 5 minutes to a call and hated by people with real problems, but as they close > 60% of calls into the department management cares little what the users think.
5 second line staff. Probably paid ~£18k, marginally competent semi trained monkeys who can visit the user and plug the PC back in. (because the user unplugged it to put a phone charger in) or deal with other basic issues. Probably allowed to spend 15 mins troubleshooting, otherwise replace the PC and bring the box back to base to be reimaged if it's a software fault or have a vendor support call logged if it's a hardware fault.
2 third line staff. Probably paid £30k-50k+, real IT people who are ex-directory on the internal phone lists etc. These people deal with real problems and the other staff are basically employed to keep users from disturbing them.
8 Management. (1st line servicedesk manager, manager for 2nd line staff, manager for 3rd line staff, one real IT technical manager who used to be a tech in the days of token ring networks, process change manager, manager to manage the other managers, deputy head of IT, Head of IT.
Out of those 8 management one is technical, the others are process management, supervisory, planning, makework and irrelevance provided from the wider business.
So, in that 25 person IT department you might have 3 "real" IT staff. The others are just little cogs working to a narrowly defined process. In light of this, how surprised are you that you never speak to "real" IT staff?
We have entire leigons of minions (those first and second line staff) employed for no other reason but to protect us from needlessly unproductive interaction with users, because basically the business can't afford our time spent chatting to users.
Instead, you get chinese whispers from people assigned as go betweens who don't understand what they are doing, or why. Therefore, in the way of the world they try and cover up not knowing with waffle.