Since the beginning of information technology (IT) time, IT departments
and the professionals that staff them have been notoriously at odds with, well,
the rest of the company. CMOs and CIOs have had different agendas and
conflicting interests, technologists and business professionals have
vastly different ways of thinking, as well as communicating, and end users of
company hardware, software and mobile assets have felt technologically challenged
at best, and mocked and frustrated at worst.
In fact, the phenomena and stereotypical misconception of IT professionals,
as well as the generalized dismissal of the business professional’s ability to
think in technical terms, or even use a computer efficiently, has been so
widespread that even Saturday Night Live, the American late night sketch comedy
and variety show, had a regular satirical sketch called “Nick Burns, Your
Company’s Computer Guy” which featured an archetypal IT support guy who would
deride anyone who asked for assistance, with “typical” catchphrases like “MOVE”,
which commanded people to just get out of their desk chair so he could take
over and do it himself, as well as a sarcastic, “YOU’RE WELCOME” once the
problem was solved.
Getting into the psychology of different personality types based on brain
function goes beyond the scope of this article, but suffice it to say that
though there may be differences, each professional brings to the table
something of tremendous value. As we move deeper into an era of a technology
dependent business environment, it becomes increasingly important that the
divide between IT professionals and business professionals be bridged.
So how can we make a change for the better? Here are 5 Ways to help
increase mutual understanding and appreciation, if not affection, between IT
and business pros.
Attitude is everything
Though it is hard for technologists to understand how business people
think and vice-versa, having an attitude of gratitude for what the other brings
to the table is a huge start toward crossing the chasm that has long separated
the two. To accomplish this, both departments need to work closely to understand each other’s needs. Assigning
a specific IT person to a particular group of marketing people is a good start.
This person should represent the marketing needs in the IT department and
explain its importance in an enterprise level.
Technology
Ironically, there is indeed a technological solution to help alleviate
many of the frustrations that stem from perceived lack of service or attention
to detail from the IT department. With a good service desk software platform in
place, IT Departments can prioritize tickets, thereby creating organization and
a massive reduction of redundancies. Processes can be automated to increase
workflow speed, end users can take advantage of self-service options like FAQ
pages and articles to get the answers they need quickly and easily. Finally,
tickets, assets and IT tasks can all be managed and controlled in one place.
Adopt ITIL-Certified processes
The company should encourage all employees, regardless of function, to understand
them though seminars, webinars, white papers or through company manual
distribution.
Establish relationships
Enterprises can encourage collaboration and cooperation through team
building exercises and bonding opportunities like company lunches, coffee
klatches, happy hour or sport activities. All of these are great ways to create
the sense of a community of “us”, rather than a divisive environment fraught
with “us” verses “them”.
Use social media
Use Social Media to gauge issues that end users are facing within the
enterprise, but also as a social help desk and digital meet-up. Sometimes a
simple how-to question can be answered quickly and easily by one’s peers, and
colleagues can offer up anecdotes or tips and tricks based on their own
experience. IT Departments can also
utilize these platforms to answer questions, share and proactively address
common questions, issues and end-user functionality of programs, software and
hardware, and mobile assets.
No comments:
Post a Comment