At a much smaller scale I have experienced similar situations in the past when I was very briefly a phb. I learned to ask questions like the following and answe

At a much smaller scale I have experienced similar situations in the past when I was very briefly a phb. I learned to ask questions like the following and answer them with hard data. Sometimes changed minds. How many users in total are you supporting? What number of incidents do you see in a week/month? How many extra help desk people have you had to employ/redeploy? Whose budget do the extra support costs come from?