Do you feel management expects Google / Amazon type services from you?

I've simplified the scenario and conversations for the sake of easier reading. Essentially it's an off the shelf product and comes with limited customisation which allowed us to offer it at a much lower price point. We had something like 20-30 customers signed up. If something would benefit them all or multiple customers then it could be reviewed but in this case it was a totally abstract request (can't remember the details) that would have served no purpose at all for other customers and added major complications to the deliverability of the solution. We used the same monitoring solution for fully managed customers as well which we allowed a bit more flexibility. The customer the SDM chose to reference was the 2nd largest, had a ring fenced service desk team, they used our ITSM platform for their own internal resolved groups etc and customising the offering was easy because it was a dedicated team. The other customer we literally monitored their environment for them 24/7 but almost all resolution was the customers responsibility. Having 20 different customers with 20 different processes for the shared team to remember just wasn't viable at the price point offered. The answer was basically we can scope them for a full managed service but they didn't want that so it was essentially a non-starter.