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Business Consulting For The 21st Century Via A Holistic & Intelligent Approach

What they really, really, really want does not equal business needs

Consumed => “CIOs: Will You Be Relevant in 2017?” by Adam Hartung on CIO Magazine.

=>My value add (i.e., left a comment)…

Is this article well intended? Yes. Off the mark? Yes, and just as much so.

It has been the misguided focus on understanding “what users want — what they really, really, really want -” that has not only made It irrelevant, but has also compromised its reputation. The focus should be on business needs, not user wants. There’s a difference – a big difference. IT has been delivering wants for ages. In the end the solution launches, the wants v needs disconnected is exposed, and almost immediately the end users blame IT. Or do you think the users are going to step up, confess they got exactly what they asked for, and then admit how off target *they* were in their requests? It doesn’t happen that way, does it? The holy grail is to work *with* the end users to define, develop and deliver the solution(s) that best bit the needs of the business.

Along the same lines (and at the risk of parsing words), “…Be an expert in new tools…Users should never know more than you do…” is also a recipe for disaster. In order to maintain relevance IT should be working *with* users to find tools, explore and experiment with them and then optimize them to meet the needs of the business. Again, it is exactly this centralized IT knows best mentality that has forces many end users to look elsewhere for viable solutions from less condescending providers.

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