Capacity limitations and request processing inefficiencies cause business units to bypass IT departments
For solution providers, there’s some good news and some bad news. The bad news first: Inefficient IT departments unable to keep up with their business units’ requests are forcing operations managers to seek products and services outside the normal acquisition and deployment process. The good news: This problem is also a benefit to IT solution providers.
The Lowdown: According to a survey conducted by TrackVia, a provider of workflow platforms, many business unit and operations managers are avoiding their IT departments when they need new hardware and software systems because of the long processing times.
The Details: The survey of 200 operations and business unit executives found that 62% avoided submitting a request to IT departments because they take too long to process. Forty-two percent of survey respondents said they bypass IT departments, acquiring and deploying required systems through “other means.” Those other means — commonly known as rogue, or shadow, IT — involve the purchase and deployment of technology independent of IT departments.
One-half of the participants said it can take six months or more for IT departments to consider a request for new systems and support. Among those who receive IT approval, 58% said it can take six months or more for the deployment.
The Impact: Rogue IT spending and deployments are common, particularly since cloud computing services make it easy for business units to spin up software and infrastructure services. The survey reinforces what many solution providers already know: Line-of-business managers are increasingly better sales targets because they will act with greater speed than inefficient and overtasked IT departments.
The Buzz: “Digitizing processes is a priority for organizations looking to accelerate performance and control costs, but this is often easier said than done,” said Walker Fenton, senior vice president of product at TrackVia. “Common digitization projects are laden with roadblocks, driving most right back to where they started — manual processes.”