Susan Cramm's forthcoming book, 8 Things We Hate About IT: How to Move Beyond the Frustrations to Form a New Partnership With IT (Harvard Business Press, March 2010), examines the frustrations common to the business-IT relationship. "Nobody hates the people in IT, but everybody - business and IT leaders alike- hates the current IT system," says Cramm, founder and president of the IT leadership firm Valuedance.
Her list of eight hates was validated by a 2009 survey of business and IT leaders. It's built around issues facing organizations, and includes perspectives from both sides.
Line leaders hate when IT is overly bureaucratic and control oriented.
IT leaders hate when the business makes half-baked requests and is clueless about impact.
Line leaders hate when IT consists of condescending techies who don't listen.
IT leaders hate when the business treats IT professionals like untrustworthy servant-genies.
Line leaders hate when IT is reactive rather than proactive.
IT leaders hate when the business develops plans without including IT.
Line leaders hate when IT proposes "deluxe" when "good enough" will do.
IT leaders hate when the business focuses on costs and not value.
Line leaders hate when IT doesn't deliver on time.
IT leaders hate when the business changes its mind all the time.
Line leaders hate when IT doesn't understand the true needs of the business.
IT leaders hate when the business wants it all - right now - regardless of ROI.
Line leaders hate when IT doesn't support innovation.
IT leaders hate when the business isn't IT-smart and doesn't use or understand IT systems.
Line leaders hate when IT inhibits business change.
IT leaders hate when the business is never satisfied with IT.
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