Member Article

The end of the IT Crowd

Steve Browell, CTO at Intrinsic

It is a bracing question that threatens to change everything we know about internal technology organisations: are we approaching the end of the ‘IT crowd’?

Intrinsic has recently completed a wide-ranging research report revealing how office workers are increasingly overlooking the IT department in favour of solving their technology needs.

The survey, which consulted 1,000 full time employees in both small and large businesses, found that over two-fifths (41%) of staff feel they are better able to decide what technology they need to do their jobs than IT departments, which are caricatured as obstructive and risk-averse in the hit Channel 4 show The IT Crowd. This trend is set to fuel what we call ‘shadow IT’ as employees bring their own technology solutions into the organisation.

Unsurprisingly, it is the younger generation of workers that is behind this change. The 18-24 age group were shown as the most likely to subscribe to this opinion with over half (51%) of the younger respondents indicating they would trust their own knowledge over those in IT.

In light of these findings, IT departments have work to do if they are to re-engage employees and avoid the security risks and increased management complexity that come with shadow IT. To make this possible, IT departments need to alter their policies to meet the needs of a workforce that is increasingly well versed in today’s technology and would prefer some autonomy when it comes down to IT.

Rather than the isolated, unimaginative IT Crowd image, the IT department needs to transform itself to a hub of innovation, able to collaborate effectively and provide valuable advice to other departments.

Based on the results of our survey, to avoid the end of the IT crowd, companies need to:

1. Accommodate consumer IT

When asked about the use of personal devices in the workplace, 31.9% of staff said they would prefer to use solely their own laptops, smartphones or tablets for work purposes, with an additional 22.80% saying they would prefer to use a mixture of both work and personal devices. Cumulatively, over half (54%) would be keen to use their own devices within the workplace. Organisations that fail to accommodate this are placing themselves at risk of alienating their employees and penalising staff that are only trying to do their job in the most productive way.

Cisco’s recent Connected World Technology Report has shown that the option to use mobile devices, social media and the internet more freely in the workplace can have a stronger influence on job choice amongst young employees than salary. Enabling IT freedom among staff isn’t only relevant for productivity, but also essential for recruitment and retention.

A choose your own device policy (CYOD) which allows employees to select devices from a list of pre-approved devices offers a sensible, controlled means to solve these issues. Employees are engaged by choosing the devices best suited to their work, while ensuring they are following the necessary security measures. Employees can be engaged without placing the business at unnecessary risk.

2. Provide a source of innovation

When asked about their use of software, a quarter (25%) of employees admitted they ignore the IT department when choosing new applications. This indicates staff are looking at external sources before considering the advice that in-house IT professionals can provide. Not only must IT departments ensure they are providing the right level of advice and guidance, but they also have a self-promotion job to do. First and foremost, the IT team has to establish itself as a valuable source of knowledge and advice – enabling employees rather than creating obstacles.

To make this a reality, businesses will need to establish a culture where innovation is not sacrificed at the expense of day-to-day maintenance of IT systems.

By communicating more with each department within the organisation and taking the time to understand how staff in each department are working, IT departments will be in a much better position to put forward suggestions about how to improve productivity. If organisations are able to provide tools and advice on the best technology solutions to improve their operations, or even how to use consumer focused products more effectively, employees will be far more likely to make the IT department their first port of call when considering new technology.

3. Communicate a strong message

Taking concrete steps is essential to improve the image of the IT department. But it is equally as important that this vision is shared with employees.

By maintaining a constant dialogue with staff the IT department can place itself at the forefront of the organisation, rather than simply being seen as part of a business that keeps the machines within the organisation running. If these steps are followed, and more collaboration is seen between IT professionals and the rest of the organisation, the IT department can establish itself as being at the forefront of innovation.

• Over two fifths (40.5%) of employees feel they are better suited than the IT department at solving their own IT needs
• Over half (51%) of 18-24 year olds feel they are better suited to solving their own IT needs than the IT department
• 31.9% of employees would prefer to use solely their own devices for work purposes with 22.80% preferring to use a mixture of both personal and work owned devices
• 25% of employees admit to ignoring the IT department when choosing new software

The introduction of consumer devices and software into the workplace has meant that IT departments need to change considerably to accommodate new expectations that come with it. However, this is also a great opportunity for the IT department to place itself at the forefront of the organisation. By shifting to accommodate shadow IT, we need to place more focus on innovation and communicate with employees more effectively. In doing so, the IT department can cement its importance in mapping out the future of the business.

This was posted in Bdaily's Members' News section by Intrinsic Technology .