He's right that IT consists of people too, and not automatons. It's not through sheer malice that we don't answer your support tickets, it's because there's 100 other support tickets also up in the air. There's very few IT people dedicated to projects, most of us have to mix our projects with the cries for help. The more interrupts we get, the harder it is to do productive work.
On the subject of tickets, the thing that will earn you IT gratitude is to file good tickets. The difference between "I'm getting X when I do Y" and "Is Y broken?" is immense. I explained it once to a user that if you went to the auto mechanic with "My car makes a noise", they'll be more than happy to find your noise, and they'll charge you for the time they spent finding it. If you add just a little bit more detail, they can get you on your way faster. The only difference is that you're not paying me out of pocket like you would the mechanic, so you can't tell how much time I spend tracking down nothing.
If you make it easy to work with IT, we'll make it easy to work with you. We want to work together, not against each other. If you're constantly demanding, not making clear requests, changing requirements, or dropping bureaucracy on us, then we'll concentrate our limited time on other projects with higher ROI unless there's been some kind of edict from above. With Marcus's Scott example, we want to work on his projects since they historically demonstrate high ROI. It's a win-win all around (Scott, the IT guy, and the business).