Can we all just get along? Sometimes, you can’t help asking this question where it concerns the IT department and the rest of the business. Whether it’s an issue of mistrust, communication or mindboggling bugs – business owners are simply lost as to how to deal with the issue. This gap is a major money drain that adds to loss in productivity in the workplace. When things get awry, end users of technology used in the company hate calling their help desk. In fact, that’s the last thing they want to do. Does it have something to do with the IT stereotype, of introverted technophiles working in secret? Is it a culture clash that makes charismatic business leaders steer clear of IT? Whatever the answer is, there’s only one truth here: There is a huge gap.
Going Back to Where It All Started
Last May, I shared with you my insights on the three inconvenient truths about IT and business. Let’s dig in deeper this time. No matter how modern a company’s business is, how well-supported it is with new technologies and trends like the BYOD (bring-your-own-device) movement, the expectations between IT and business is a major mismatch contributing to the friction that’s getting bigger each day. According to a study made by Forrester (commissioned by BMC) in December 2012 – there are significant gaps in customer experience. Business users of all types are solving things on their own or getting it elsewhere, even when they reached out to IT for help. We all know that user satisfaction is important in business. The thing is that even when IT asks for ways to improve with their surveys, little to no action is done to make things work.
- Just take a look at this I.T. Friction Index to get the idea (courtesy of CIO.com)
Inspiring a Culture of Change
Do you think that the old system is to blame? In the beginning, businesses were totally dependent on IT no matter how limited the technology is. Then came the internet and tools on how to make things faster at a lower cost. Business leaders are simply taking things on their own because their needs weren’t met when they started working with IT. Not all users have the same demands and expectations so understanding the culture of each user is a must. Gone were the days when the service desk is just a point of contact. They have to be trained to excel in customer service. If the IT management will be more accountable on each solution they provide, they may even automate certain processes within the business to help regain loss in productivity. Everybody wins then…
IT Problems Don’t Have to Cost Your Business Big Bucks
The real trouble kicks in when you’re dealing with numbers. Let’s say company X employs thousands. Majority of their requests go to the help desk – whether they are working at the office, semi-mobile or 100% mobile. When users can’t work because of IT issues, they lose valuable time. Frustrations can pile up. While automation has helped counter this, together with implementing user-friendly support (tutorials, remote help, live chats, blogs, forums) – only through proactive and timely communication will the gap heal in time. Having a Plan B when things go wrong can help too, so long as there is a real commitment to continuously improve existing technologies and system with one end in mind: Positive Impact to Business.
How can you innovate IT? Start with common sense, like keeping things simple. It can go a long way, would you agree?