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By Edward Cone on 2010-01-05
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.
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- 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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IT Management 
