Scenario 1
Collaboration with IT can be confusing due to missed communications and a perceived unshared
sense of urgency
This may result in low trust in IT being able to fully understand the problems business is trying
to solve.
IT and business are not speaking the same language, in verbal and written communications
resulting in project delays, flawed technology solutions and dissatisfaction for business users.
Scenario 2
IT rarely has the resources or the time to support innovation, because they are busy
fixing problems, supporting updates or managing compliance obligations.
This may result in exploring alternative providers for ways to innovate for efficiency and
differentiation, that can lead to IT noting concerns with interoperability and security.
If external providers are used, it can be a trade off for enabling short term innovations with
longer term IT maintenance and support impacts.
Affect on the customer journey of the business owner:
- Frustration with being able to deliver progress against objectives and desired experiences.
- Fear that the Business may look outside of IT for lack of faith and trust in technical
capabilities. - Anxiety that IT will be out of step with compliance and be hampered at times
where technical resilience is required for disaster recovery or business continuity. - Concern that the IT budget is causing heavier impacts on costs affecting margin.