Friction is the force that opposes the relative motion or tendency toward such motion of two surfaces in contact.
Yes Friction. We in IT spend so much time working against the business and the business spends so much time working against IT that we are not able to make any movement.
When IT is focused on only what IT wants it loses the ability to see what the business needs or may need. IT becomes focused on what IT needs and discounts any concerns that the business has. IT will pass around the phrases like “Our job is to explain things to idiots”, or “RTFM Issue (Read the F*ing Manual)” even “PBKC (Problem Between Keyboard and Chair)”
While I have said these things myself as well as many others they don’t help but they are a response to the stress that the business puts on IT. In IT we work miracles, I mean on what we are budgeted and what we accomplish it is incredible. We take systems and make the available world wide 24/7, and all we had to do was give up sleep and personal life but the business does not appreciate or reward the effort.
The business uses IT services for every function they do, except maybe bathroom breaks unless they took a Blackberry with them. They don’t see the advances the department made, they only see money spent. When time for bonuses and raises come they are reluctant to give any because your department spent $$$$$ this year. Even though the business is the one benefitting from those dollars. They just see IT as a money pit and will so no to any request out of hand because they see IT spending as out of control.
But where does Friction Come in?
IT seeing a need to spend and the company not wanting to spend = FRICTION
also
Business wanting something and IT Saying it is impossible = FRICTION
This Friction Stops Anything From Getting Done.
What we need is IT and Business to talk and understand each other. And not to be smug it is easier for IT to talk business than business to talk IT.
IT needs to track what department is using services and spending IT money. Report it, or even send bills to the department. Some manager didn’t know what he spent when he asked for someone to be onsite 24/7 but when he gets the bill he will understand.
Also IT needs to tell a business unit what they asked for will cost, not just do it, not just say no. We are here to work technology and not make business decisions. If they ask we need to respond in a business manner. Tell them How Long, How Much, and any other needed resources and ongoing expenses. Let them make an informed business decision.
The Business needs to listen to IT. It should have the CIO in all the management meetings, and take his/her suggestions for way the company can use technology. The CIO has skills and knowledge that the other business managers do not have, and his/her opinion should be taking seriously. Also when the CIO raises a true IT concern take that as a serious issue. Remember Business without IT you would not be able to do your job and your CIO is placed to know when issues and threats are affecting IT infrastructure and that infrastructure is your companies life blood. The Business will listen to lawyers and Tax People then why not your own Tech Expert. The CIO position should be elevated and trusted.
Doing these things will reduce friction between IT and Business and allow the company to move forward much more easily. Not doing this will waste time and resources fighting with each other and distracting all of us from our main goal. To make more money.
These thoughts are inspired by ITIL and brought to you by TheMadAdmin.