Getting funded and approved for additional staff, new software tools, or other expenditures for the support center can be challenging. What are you looking to invest in, and what have you been successful at “selling” to your senior management? We asked our chatters to describe the process they have in their organizations, and for some tips about getting the approvals they need. What role is played by laying out metrics to back up the request? Who needs to approve the expenditure? How do you build the business case?
Read through the variety of responses!
Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. In addition to being a member of the HDI International Certification Standards Committee and the HDI Desktop Support Advisory Board, Roy is a popular speaker at HDI conferences and is well known to HDI local chapter audiences. His background is in both service desk and desktop support as well as small-business consulting. Roy is highly rated on social media, especially on the topics of IT service management and customer service. He is a cohost of the very popular #custserv (customer service) chat on Twitter, which celebrated its fifth anniversary on December 9, 2014. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @HDI_Analyst and @RoyAtkinson.