Maybe create a 'time wasted' ticket system to help quantify employee hours wasted by IT roadblocks? It smells like it could be gamed heavily, but it might work better.
Now what.
There is also an inversion of responsibility here. It really should be IT's job to 'adapt the tool to the process' instead of externalizing it to their staff. Until they can do it, the staff needs outweigh the lazy 'default no' of IT.