By: Chris Dellen On: November 04, 2015 In: Contact Center Comments: 0

I had the opportunity to present at an IT Symposium for CIOs recently on a topic that is plaguing many organizations today – the “battle” between IT and business units. It’s a problem that is not only holding many businesses back, but causing some to completely be disrupted.

Unfortunately, there are competing priorities that are putting both at odds:

  1. IT is being inundated with a myriad of requests and doesn’t have the appropriate staffing or funding to keep from getting buried.
  2. Business units are trying to keep their organizations from being disrupted by newer business models.

If you are in an IT related role, what can you do to make a difference?

I’d like to share with you a copy of my presentation. I hope you find it helpful. In the presentation, there are 7 specific things that IT professionals can begin doing today to bridge that gap.

After reading through it, don’t hesitate to reach out to me with any questions.

7 Things you can do today to bring the world of IT and Business closer together in your organization

1. Identify the “Real” Organizational Priority

Which of these three drives your organization? Every ROI/Outcome ties back to one of these three:

1. Revenue Generation
2. Efficiency
3. Risk Management


2. Understand Your Peer’s Pressure

You can’t translate the value if you don’t understand your peers language, priorities, and challenges.

CEO – Is our organization a disruptor or on the edge of being disrupted?
CFO – Balance Sheet, Income Statement, Cash Flow, Growth, Stock Price, and Net Profit
CMO – Revenue Attribution, Customer Journeys, Personas, CPM, Elasticity of Demand, and Market Share
COO – Customer Experience, Efficiency, R&D, etc.


3. Connect the Dots

Don’t assume your investors/stakeholders understand why it’s more important to finish the ERP project than launch a new marketing platform. Explain what IT does and why the business units should care.
4. Work Together

Everyone’s strengths are need to succeed!


5. Prioritize differently (you need two lists – Gartner calls this Bimodal IT)

1) Keeping the lights on
2) Driving innovations


6. Leverage your specific strengths

  • Some of these may include:
  • Leadership
  • Risk Management
  • History or Large-Scale Technology Implementations
  • Adoption
  • Understanding of your Technology Landscape


7. Don’t misunderstand the bottleneck

Capture the budget you need to drive strategic differentiation for your organization by relating what IT needs to deliver the business outcomes your organization desires