In many countries around the globe, large-scale IT project fiascoes or support debacles regularly make headline news.
Sometimes the project disasters result in sub-optimal systems being installed and in other cases, they result in nothing whatsoever other than the write-off of vast sums of money for no apparent benefit whatsoever.
Support disasters are equally catastrophic - as witnessed by numerous major organizations that have had to close down their business operations for extended periods due to 'technical problems'.
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When the inevitable post-mortem audits are conducted, there are typically common themes highlighted as being at least in part the cause of the disaster. One of those is often an apparent lack of business knowledge on the part of IT establishments.
If any organization is running an IT service where a conceptual wall exists between the so-called 'business expertise' and the equally dangerously titled 'technical side', the result is often catastrophe. It is absolutely imperative that all IT is developed delivered and managed in a governing business framework.
This is why the concept of business IT support services is crucial.
Technical support organizations, whether they are in-house or outsourced, cannot see your business critical functions as being exclusively a question of making sure that certain devices are plugged in and that the software is running correctly.
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It is important that your IT support services understand just which components of your technical infrastructure are critical for your own business and that entails being able to understand in principle just how your business functions operate.
This is the difference between a company culture oriented towards providing business IT support services as opposed to one geared up exclusively to provide technical expertise. That technical expertise is critically important but operating in isolation from any understanding of the business it is serving is something that sooner or later is likely to blow up in the faces of both the business and the IT services provider.
Today, enlightened business IT support services providers will be ensuring that their establishment has a good mix of both business and high-tech skills. The days when the two were seen as being entirely independent and operating largely by shouting over the wall at each other, should now have passed.
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When selecting your IT services provider, it is imperative that you take at least some time to try and assess their business knowledge capabilities. That does not necessarily mean that they need to be experts in your business anymore than you need to be experts in technical support. However, in order to put into place and manage solutions that are fit for purpose in your business context, they may need to know what the right questions are to ask you during their requirements analysis.
If they are unable to do that, then there may be gaps of assumption that build up between the two parties and they may remain largely invisible until such time as you have a problem and need to get it resolved quickly.
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