Your Service Desk is one of the most process oriented team compared to the rest of the IT groups in the organization. What this means is that your team members are expected to follow procedures to the very last bit; especially if you attend to requests of security nature; e.g. resetting of passwords, creation of new users
Process and procedures can be rigid and restrictive. Humans tend to slack after a while because over time, no incidents have happened even though they slacked. Take my case for example; over a period of time, signature in forms are no longer verified because all the while, the requests that came into Service Desk are genuine, or rather, assumed to be genuine. Just because no incidents has occurred, it does not mean that something has not happened; it also does not mean that nothing is ever going to happen.