Why the new world of IT isn’t about IT

IT decision makers are faced with endless challenges, exacerbated by the pandemic. They are being expected to support the introduction of new working models with customers that expect high-quality experiences. To do so successfully requires a rethink – a move away from the world of infrastructure-focused service level agreements (SLAs) and one that puts the user first, supported by a digital workspace that fits your employees’ needs and an IT service model that focuses on business outcomes.

The challenges for IT operations are endless: they need to provide the foundation for digital transformation; work out how to combine the apps everyone wants with the legacy systems the organization relies on; and manage the ongoing running costs of the latter. In addition, budgets are no longer under IT operations’ control but are determined by business stakeholders higher up the chain, and they also need to answer the demands and knowledge of a generationally-varied workforce.

And that’s before we consider how the pandemic has acted as an accelerant to change – in how the business operates, how employees can (and want) to work, and how IT must serve the wider organization. The discussions, trends and theories of previous years have very quickly become the reality.

Reimagine the digital workspace

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Modernizing technology to support new ways of working

So, where does that leave IT decision makers? They have HR and lines of business knocking on their doors, wanting to change how employees are supported throughout their whole lifecycle – from onboarding, through their time with the company, to offboarding. And IT itself is still trying to work out the sort of model it needs to meet competing and occasionally contradictory priorities.

On top of this is the realization that they no longer have a monopoly on technical knowledge; that the days of IT in its ivory tower being the only function that understands technology have gone. They still have specialist knowledge, but their customers now know enough to expect better experiences.

This leads to employees being more empowered than ever and prepared to leave if the IT experience does not match up to expectations. And, while there is more to a job than technology, the fact is that in the digital era much of this experience is enabled, delivered and created by tech.