A while back (2-3 years) I listened to a very good cast on MT about internal support departments and the importance of not saying "no." I believe Marc directed the cast primarily at IT but also discussed how it would be appropriate for all groups with internal "customers" including HR, legal, accounting, etc.
Can anyone point me to the cast I'm looking for? I've tried using a few different search combinations and just can't find it. I oversee all of my company's internal teams and the number one piece of feedback I got for the year 2015 from my bosses and peers was they just heard "no" far too much from my directs. I think that cast would be a good place to start in 2016 to turn things around.