Laziness or hindered
It takes a month to get an account set up on the official tool. It doesn't work anyway. Meanwhile the customers are screaming.
You phone IT - their head is the CFO, who only knows what his teenage son has managed to teach him and is only interested in not spending money; they have no budget, are short staffed, haven't anywhere to backup enterprise critical stuff regularly and are trying to cannibalise one ancient server to keep an old one going etc. They will pass your complaint on, but don't hold your breathe.
I have encountered all these, singly or sometimes stirred together in a lovely cocktail of chaos. Lazy IT, or - just maybe - the organisation is taking the customary 40 years (waiting for a generation to retire) that they have needed since the dawn of time to use a new technology sensibly.