If you’re implementing an IT service desk for the first time, or if it’s time to upgrade your existing service desk, you may clearly see the many benefits of using a cloud service desk, but your superiors might not. How do you go about convincing management that switching to a cloud service desk is in their best interests as well as the interests of the IT department? Here are 5 ways to make your case to higher ups.
1. Remind Your Manager That Your Business Already Uses the Cloud
Does your company use Gmail? What about QuickBooks online? Or Adobe FormsCentral? Chances are good that your company already uses cloud applications. If your company does use other cloud apps, see if you can get your hands on numbers addressing cost savings and increased productivity since the switch to these apps.
2. Address Pain Points
If your IT department spends increasing time taking care of aging on-site servers, point out how switching to a cloud service desk would take some of the server maintenance burden off the backs of IT workers and free them up to solve other important IT problems. After all, your service desk software is pretty useless if it’s run from a balky server that’s held together with chewing gum and piano wire.
3. Play the Demographic Card
A lot of baby boomers are starting to retire. A lot of so-called millennials are entering the professional workforce. This younger demographic is used to having information at their fingertips 24/7. Your company may have even implemented a Bring Your Own Device (BYOD) policy that allows workers to use personal devices for business. If your company needs to bring in new workers as older workers age out of the workforce, it needs to demonstrate a commitment to cutting-edge technology. A cloud service desk is a perfect example. When your new people know they can use Salesforce Chatter to interact with the service desk, and that they can use a self-service portal to solve simple IT problems on their own, you’ll have an easier time hiring and retaining them.
4. Bring Up Painful Reminders
Did your company get caught up in disaster prevention and recovery efforts after Superstorm Sandy in 2012? Has there been a physical security incident that affected your company? Ever have to pay a fine after a software license expired? Don’t be afraid to use the lessons learned from previous problems in making your case for a cloud service desk. Use information about your cloud service desk provider’s disaster prevention and recovery policy to show that cloud computing can save not only money, but massive amounts of time.
5. Suggest Using a Free Trial
Some SaaS service desk providers offer free trial periods. See if you can get your boss on board with a trial period just to see how it goes. If it doesn’t work out, you haven’t committed any capital, and chances are, once higher ups see how quick and easy it is to deploy a SaaS service desk, they’ll be more receptive to making it permanent.