Uptime Blog


Resolving Grey Areas Between IT and the Business

Ken Granger ON Dec 16, 2015

Congratulations! You just bought some new enterprise software. Large digital systems are always pricey, so you want to make the most of your investment. But how?

IT has the expertise. But who made the purchase? Usually it’s an amorphous mass known as The Business.

What is The Business anyway? It sounds like a shadow organization out of some conspiracy theory movie.

All too often, though, C-level executives own the software and the consulting package that came with it. So they fumble around, trying to move forward to help the company but unsure how to go about it. Where’s the help? Locked in the bell tower with the rest of the IT department.

Consulting Now and Then
At one time, when customers typically paid extra for consulting time, executive decision-makers with financial control – The Business – decided how the software would be implemented and used. Then they turned to IT, which was locked up in the bell tower, to make it happen.

But today, customers buy consulting up front as part of a package. IT actually has a say in the purchasing decision. In fact, very often, IT drives the purchase decision.

A New Source for Strategic Direction
In fact, more often than not, IT recommends strategic direction, or at least the technical direction to fulfill the strategic direction.

Traditional “doer” roles like CTO and CIO have evolved to become more strategic. These new roles allow The Business to make better, more informed, and more strategic decisions than ever before. They also assume more accountability because when they implement new solutions, they’re executing against their own recommendations and initiatives.

Now CTOs and CIOs are climbing down from the bell tower and becoming strategic leaders. They’re speaking with other internal leaders in departments across the enterprise to confirm what their needs are so they can fill them.

In fact, in some instances, IT is becoming part of The Business. But not always.

So when vendors like us try to learn exactly what The Business needs and how we can best form a partnership to help The Business exceed its goals, sometimes there are grey areas.

The CEO and CFO have say over strategy and budget. IT has expertise and sometimes say over strategy. Sales and consulting departments can have a vested interest in software implementations. So what’s the best solution?

Free demo of xMatters

Request a free demo of xMatters.

Our recommendation is bring everyone aboard and discuss all your requirements and issues. Often, we find that one group receives less satisfactory service because it doesn’t hear the requirements of another department.

A public airing can be a learning experience for the client and can help satisfy all parties.

Find out more about our platform and our consulting offerings in a free personal demo of xMatters.