Comment by Galxeagle

The key insight here is the same reason why every internal department service eventually goes to a ticket system - adding queues (and by extension delays) improves efficiency. Resources can be used at 100% capacity ('always more work to do'), you can offer good service to only those who matter (i.e exec VIPs), and you can batch work (pour 2+ cups of brewed coffee at once).

Unfortunately it means that any time you need anything from someone outside your team, it comes with a lead time of '3-5 business days' unless you know the magic words or you raise it up the chain.