Why It's Time To Say Goodbye To IT - InformationWeek

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IT Leadership // IT Strategy
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12/22/2015
08:05 AM
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Why It's Time To Say Goodbye To IT

A modest proposal for eliminating IT and making something better.

11 Things Computer Users Will Never Experience Again
11 Things Computer Users Will Never Experience Again
(Click image for larger view and slideshow.)

There's something wrong with IT.

I have personally observed this: I have spent a career turning around troubled IT organizations that somehow forgot that people come before technology. It's also clear even in popular non-technical media that something is wrong with IT. See The IT Crowd, Dilbert, and of course, Nicholas Carr's Does IT Matter?

There's something wrong with any department that seems to have a male dominance.

It suggests an elitism, an anti-collaborative stance. But that's IT-as-we-know-it. Even my department, which does pretty well compared to some, and has a history of significant female management, is only 37.5% female at the moment. Last I checked, females are 50% of the population, not 37.5%. We can and must do better.

Second, like a raging infection in the corporate body, IT is continually at war.

I'm tired of it already, and I'm sure you are, too. There's plenty of blame for the war to go around, of course: petty business leaders who are dismissive of anything "techie," especially when the techies come up with superior business process ideas than the business people; sociopath network engineers who dis the "l-users" at every turn; and managers who say that they prioritize technology and understand the value, but then cut funding, because "IT is really expensive."

Other offenders are security "experts" who decide that the best way for everyone to be secure is to set permissions so that people are completely unable to do their jobs, and finance and so-called business analysts who can barely use a spreadsheet yet call the help desk so that IT can spoon-feed them the most basic of operations and essentially do their jobs for them.

(Image: Wavebreakmedia/iStockphoto)

(Image: Wavebreakmedia/iStockphoto)

Yes. Plenty of blame. But the key here is that there is war going on. As with a dysfunctional relationship that needs to end before something really bad happens, I have a proposal: End it.

End IT as we know it. It's not working, folks. It's super-dysfunctional, and we all know it.

The dysfunction is caused by the traditional model of superhero IT which encourages learned helplessness on the part of employees. "Here's IT, to the rescue!" It's no wonder that people both resent and over-use IT: In extreme cases, we are still changing their diapers … I mean, their ink cartridges. Who in the world actually needs that bother in the 21st century?

[Want to know a big reason your IT department is so dysfunctional? See 5 Ways to Lose Your Best IT Talent.]

Now let me tell you what I think is working. Because I think that's where we need to go next.

Finding Hope

I am heartened by the amount of "we," not "war," that I have seen when organizations embark upon digital projects. These projects are all about collaboration. If the tech doesn't work, we're hosed. If the business process doesn't work, we're hosed. Everyone knows it, and we pull together to make it work. There's no culture of subservient help desks lurking, no techno-codependence. Everyone is responsible for their own stuff.

One of my organization's digital efforts targeted at collaboration led to a new organizational intranet on Labor Day. Let me tell you, this was not the "we" of IT.

It was the we of everybody.

It was the team of us: communications, IT, and departmental representatives who all believed in the business goals of better communication. This wasn't about a new tech project. This was about a new way for employees to communicate. The planning didn't involve some wonky ITIL model or a PMI framework. It involved a Business Model Canvas (BMC) that took collaboration and business needs more into account than it did technology.

The technology solved itself: the simplest tool set requiring the least customization that accomplished the goals in the BMC.

We allowed digital services to happen without IT codependence. Now employees are actually using it and benefiting.

That, my friends, is what I find exciting.

So, I invite you, in 2016 and beyond, to consider killing off IT. Of course, something needs to take its place. But instead of the customer-hostile, Mordac-the-Preventer-of-IT-Services, consider the "us means all of us, not just IT" model of digital services.

Digital services will necessarily be a huge change. We'll need our organization's best technologists. We'll need great communicators, awesome project managers, fantastic marketing pros, skilled negotiators, and the cream of our data scientists.

Sure, we'll need security and infrastructure folks, but a lot fewer of them (read: the collaborative, friendly ones), because we'll standardize and be using lots of pay-as-you-go cloud services for maximum flexibility. We can't have control freaks. No sociopaths are allowed who think that technology is only for technologists.

In reality, most organizations are not going to blow up IT today and rebuild digital services tomorrow. The chaos would be too great. But as leaders and business-friendly technologists, we can start the process. Just starting will be enough. Let's do it. Together.

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Jonathan Feldman is Chief Information Officer for the City of Asheville, North Carolina, where his business background and work as an InformationWeek columnist have helped him to innovate in government through better practices in business technology, process, and human ... View Full Bio
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SaneIT
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SaneIT,
User Rank: Ninja
12/22/2015 | 8:32:33 AM
Changing IT
While I agree with the bulk of this I think the gender comparisons are a poor measure of your team.  "Even my department, which does pretty well compared to some, and has a history of significant female management, is only 37.5% female at the moment. Last I checked, females are 50% of the population, not 37.5%. We can and must do better."  Walk down to your reception desk and see how many males are there... Step into HR and Accounting see how their mix is.  If women are not attracted to jobs in IT, I don't think trying to level out your IT staff according to gender makes much sense.  If you find someone who loves what they do and they do it well, you hire them regardless of age, sex, race, whatever, but I think trying to even things out just leads you to making hires based on stats not talent. 
tzubair
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tzubair,
User Rank: Ninja
12/27/2015 | 2:47:38 PM
Re: Changing IT
" If you find someone who loves what they do and they do it well, you hire them regardless of age, sex, race, whatever, but I think trying to even things out just leads you to making hires based on stats not talent. "

@SaneIT: I agree. I have also seen situations where the companies are forced to maintain a gender balance and have been forced to recruit female members despite the fact that they did not prove to be as competent as their male counterparts in the initial screening rounds. That led to an overall decline in the quality of the output.
mak63
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mak63,
User Rank: Ninja
12/27/2015 | 11:41:09 PM
Re: Changing IT
So, who benefits recruiting or hiring more female members or personal?
I agree with what you and SaneIT,said. Each person has a unique talent and an appropriate place to flourish. You wouldn't plant rose bushes in a sand beach and expect it to grow, would you?
SaneIT
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SaneIT,
User Rank: Ninja
12/28/2015 | 8:32:31 AM
Re: Changing IT
I think it makes EEOC compliance easier since it would show a lack of discrimination but to me it seems like there are better ways to do that.  I don't even look at names on resumes, I read what they think is relevant to my needs and I decide from there if I want to talk to them.  From there everyone gets the same chance to prove to me that they can do the job.  In regard to gender and IT related skills, I have to say that the US military is doing a pretty good job of releasing women with a good base into the private sector.  I've found that the majority of the women applying for technical roles that I have open have some form of military back ground and all of them can talk the talk.  They tend to have been on smaller teams and worked on smaller projects but the skills are there.
batye
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batye,
User Rank: Ninja
1/1/2016 | 11:08:39 PM
Re: Changing IT
@SaneIT, I would say you 100% right... as we living in the new future... my friend African-American girl working towards becoming pilot in US army with hopes to become a NASA astronaut in the future... she is very good with technology...
SaneIT
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SaneIT,
User Rank: Ninja
1/4/2016 | 8:27:48 AM
Re: Changing IT
It sounds like she is headed in the right direction.  I think people with a talent for technology need to get into the tech fields instead of assuming it's just for the nerds.  I've seen more "my nephew looked at this for me" broken devices over the years because "he's good with that kind of thing" when in reality he just doesn't care if he has to wipe out all of your data when his answer is to reformat and do a fresh OS install.  That level of expertise seems to turn people off from tech jobs, there is so much more to it and those with the analytical thinking, process management and vision go do other things.  
tzubair
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tzubair,
User Rank: Ninja
12/30/2015 | 10:15:59 PM
Re: Changing IT
"So, who benefits recruiting or hiring more female members or personal?"

@mac63: It's one of those things you do without an immediate or direct benefit because it's part of the global policy. The global rules require a certain percentage of the workforce to be females so that they can proudly boast about their gender diversity and present themselves as good employers.
batye
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batye,
User Rank: Ninja
1/1/2016 | 10:59:46 PM
Re: Changing IT
@mak63 I would say it depends on the point of view... also men and woman have difrent approach to resolve problem or finding solution :) how I see it... as example I could figure out tech things... but my wife better way in commications :)
shakeeb
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shakeeb,
User Rank: Ninja
12/31/2015 | 9:12:00 PM
Re: Changing IT
@saneIT I think this is a common factor irrespective of the industry. However it's not a great idea to change your filed based on this.
SaneIT
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SaneIT,
User Rank: Ninja
1/4/2016 | 8:24:00 AM
Re: Changing IT
I'm not suggesting that anyone change their career based on their gender, but I am saying that hunting for people by anything other than talent seems short sighted.   I've met IT folks from all walks of life and it doesn't matter where you come from, stereotypes die pretty quickly once you get past the front lines of IT support.  I often get very surprised looks from people when I describe myself as an IT geek since I don't fit their mold so I don't judge anyone's ability until I see them in action. 
TerryB
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TerryB,
User Rank: Ninja
12/22/2015 | 1:07:59 PM
A Rose by another name..
While I agree many organizations don't integrate IT very well, too much "us versus them", the term describes a core set of skills which don't just go away. I don't see Marketing majors learning IT in school anytime soon.

And though I detest security as much as anyone, someone has to look at it with this horribly insecure infrastructure in use today. I just got done blasting my bank for changing policy to force online account password change every 90 days even though they have a two factor system in place. Talk about Mordac at work. But to pretend business people care is folly, they are the ones who implemented all this online stuff with tools which are inherently not secure.

But you are right on IT has to just be part of the business like all other departments.
PedroGonzales
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PedroGonzales,
User Rank: Ninja
12/23/2015 | 11:52:28 AM
Re: A Rose by another name..
does that means IT will be under business? I think the transition will be slow because users are very used to going to one place for their tech questions.  If IT is eliminated, I'm afraid,;they will be confused as to where to go if they have an IT question.  May be subdivisions will be best, one for collaboration and another one for tech support
tzubair
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tzubair,
User Rank: Ninja
12/27/2015 | 2:15:07 PM
Re: A Rose by another name..
"does that means IT will be under business? I think the transition will be slow because users are very used to going to one place for their tech questions"

@Pedro: I don't think technically an IT worker can report to a business manager. He may have a dotted reporting line but can't have a direct reporting line. A lot of technical issues need to be discussed and the business manager may not be able to guide and cascade the instructions down.
jries921
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jries921,
User Rank: Ninja
12/28/2015 | 9:46:46 AM
Re: A Rose by another name..
It seems to me that a federated structure might make sense: There could be a central IT department that formulates general computing policies, advises senior management on computing issues, and recruits and trains computer professionals; but operational control over front line computing personnel would be in the hands of departmental and/or branch managers (depending on the business of the organization).

The US armed forces (except for the Coast Guard in peacetime), have for many years operated on a a somewhat similar basis.  The different services are responsible for recruiting, training, equipping, and supplying people to the various regional commands; but the commands themselves have full jurisdiction over all people assigned to them and are responsible not to the service departments or general staffs, but directly to the Secretary of Defense and his deputies.  In any case, military geeks out in the field report not to the Defense Department CIO, but to the commanding officers of their respective units.
tzubair
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tzubair,
User Rank: Ninja
12/30/2015 | 10:25:16 PM
Re: A Rose by another name..
 

"In any case, military geeks out in the field report not to the Defense Department CIO, but to the commanding officers of their respective units."

 

@jries921: For reasons like the fact that there's little innovation, more stable environment, and operating in remote locations, this structure might fit better. However, that doesn't necessarily apply to most corporate structures. I still believe a functional seggregation of departments is much better with dotted reported lines to the local head of the department.
jries921
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jries921,
User Rank: Ninja
12/30/2015 | 10:47:17 PM
Re: A Rose by another name..
The growth in shadow IT would indicate that non-IT managers are dissatisfied with the service they are getting from their respective IT departments; which would suggest that tradition needs to be revisited.  And long experience suggests that the greater the distance between those making decisions and those receiving the service, the worse the service will be.
batye
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batye,
User Rank: Ninja
1/1/2016 | 11:04:18 PM
Re: A Rose by another name..
@jries921, I would say it more like Paradigm shift as technology changing support requirements must accomadate this changes...
batye
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batye,
User Rank: Ninja
1/1/2016 | 11:01:49 PM
Re: A Rose by another name..
@tzubair, or it could be way we are commicating orders to subordinates :) and how others see it as independed observers our style of communicating... delivering message...
jries921
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jries921,
User Rank: Ninja
12/26/2015 | 12:11:42 PM
While someone needs to be in charge of computers...
...I've doubted the benefits of computing centralization for close to two decades.  It makes sense to have a group of people to take charge of the common computing facilities, establish some common computing policies, and act as computer gurus for senior management; but would it really be wrong for each department to have its own computing staff directly accountable to the head of the department and attuned to the needs of that department?  Secretaries report directly to the managers they serve, not to a "Chief Clerical Officer" and the system has worked well for centuries.  Computing can't be quite that decentralized, but it doesn't have to be totally centralized either.
tzubair
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tzubair,
User Rank: Ninja
12/27/2015 | 2:01:34 PM
Re: While someone needs to be in charge of computers...
"Computing can't be quite that decentralized, but it doesn't have to be totally centralized either."

@jries921: I think it depends on what the needs of the end-users are and the nature of support required. If the needs of the users do not vary much from department to department and the infrastructure is either centralized or is quite similar in nature, a centeralized setup of IT workforce can be very well-suited for this role. On the contrary, if the needs are more specialized in nature and IT workforce provides more than just the usual support, then a decentralized network of people makes more sense.
dbrisco863
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dbrisco863,
User Rank: Strategist
12/28/2015 | 9:23:33 AM
IT Decentralization
Being that the work environment for most of us is hugely dependant on computers and networks, and is becoming more so, it is a good idea for everyone involved to know about this aspect of their job. And yes I think marketing majors should include some IT courses. The general workforce needs to be better educated about IT and that would reduce the frequency of IT dept overload. We still need to have someone who is really good at it but they should not inundated with issues that are easily solved by anyone with a modicum of understanding of IT. Offices have always had minimum requirements such as knowledge of the MIcrosoft Office Suite or how to use a ten key and a multiple line phone system. Requiring a basic understnding of IT would be a logical step to take to insure office productivity.
shakeeb
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shakeeb,
User Rank: Ninja
12/31/2015 | 9:14:56 PM
Re: IT Decentralization
I agree with you. IT Helplesk/support is the most busiest department in IT. This is mainly due to the lack of basic IT skills of users.
batye
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batye,
User Rank: Ninja
1/1/2016 | 11:03:01 PM
Re: IT Decentralization
@shakeeb, I would say yes and know as technology changing and end user getting smarter.... or it seems this way :)
soozyg
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soozyg,
User Rank: Ninja
1/4/2016 | 9:15:28 AM
> 50%
Last I checked, females are 50% of the population, not 37.5%.

Actually, if you look at actual world stats, I believe the female population has always been greater than the male population overall, so more like 55%.
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