Not really. The process is what keeps IT guys from being overloaded by 5 people competing who is going to push them harder so that their issue take priority. Or simultaneously screaming at them when they will be done. And it prevents them from drowning in issues reported by multiple channels (mail, chat and phone) spending time trying to organize them into single queue or figuring one which mail has additional information to what was said in which phone call.

Process like jira tickers are literally the thing that improves quality of life of non-idle IT worker.

Your example is actually example of the above. You want your screw to be treated as #1 priority right now. Allowing the technician to finish what he was doing and only then get to your request is not fast enough. But, with that being the norm, work becomes jumping between tasks and trying to finish three things parallelly. It becomes impossible or super ineffective to finish larger tasks.