The document discusses the tensions between IT departments and corporate users, highlighting issues such as overbearing controls, user frustration, and the consequences of restrictive IT policies on productivity and morale. It advocates for a balance between control and trust, urging IT to empower users with the right tools while maintaining data protection and security. The importance of adapting to change, fostering innovation, and actively listening to user feedback is emphasized as key to improving business productivity.

1. Jeff Stokes
Microsoft Field Engineer, GBS
Crouching Tiger, Hidden User
Thoughts on the IT process and the
human impact of same.

2. The lock down vs the smack down
Why corporate users sometimes resent their IT departments

3. How the IT Department sees itself

4. How the IT User Feels

5. The Case for Controls
• Security
• Audit
• WikiLeaks

6. Security
• Digital Rights Management
• Anti-Virus
• Mobile Device Management
• Email Discovery
• Remote Access Controls
• Patching and Updates
• Desktop Lockdowns/Branding

7. Audit
• Compliance
• Change Control
• Enforcement

8. Wikileaks/Breaches
• Public Image/Reputation
• Legal Liability
• Theft of IP/Monetary Assets

9. The Results of Extreme Controls
• BYOD
• Reduced Productivity
• Lower Morale/Trust Issues

10. BYOD
• In some ways, BYOD is the loss of respect and faith in the IT
organization by its user base. Users feel they can be productive with
own equipment rather than corporate assets.
• Long Boot Times/Slow Performance
• Frequent Crashes
• Tight System Controls
• In other ways, BYOD is an empowerment of the user to ‘get things
done’. In these cases, the “BYOD” could better be coined “PYOD” (pick
your own device).

11. Reduced Productivity
• Usage of overly managed systems impede users from getting their
work done.
• Change control and heavy audit processes slow innovation, creativity
and organizational agility.
• Siloing creates team resentment and poor communication channels

12. Lower Morale/Trust Issues
• What is the cost of to the institution for an employee to walk?
• To go to a competitor?
• For both of these, one must consider the cost of training a replacement, the cost of loss
of institutional knowledge (why was a system setup a certain way 10 years ago?)
• What is the cost to an organization when teams break away and do
their own thing because of operational inefficiencies or overbearing
rules?

13. What to do?

14. Control but Trust
• Remember employees, from all divisions and teams, are in it to win it.
• Control lightly, trust heavily.
• Give people the opportunity to do the right thing.
• Trust their judgment, listen before reacting!

15. Data Protection, not User Restriction
• Use native OS capabilities to protect the ‘good stuff’
• Digital Rights Management appropriately
• Classify Data according to Impact and Importance
• Mobile Device Management for BYOD is Paramount here
• Patch/Secure the end point devices
• Complex Passwords and Security Enforcement that is Reasonable
• Extranet Access, what is needed to do the job, control the floodgate
of information here.

16. Empower and Enable
• The primary task of IT is to use changing technology to improve
business productivity. Do not lose sight of this.
• Give the users good tools to achieve results. Take feedback on what
their view of ‘good tools’ means vs what IT’s view is. Invest in training.
• Remove blockers to employees and teams, make sure they can get
their job done. Remove barriers between orgs. Why reinvent the
wheel?

17. Adapt and Change
• Create feedback loops in the environment. System monitoring,
alerting for performance, SLA breach, etc. But more importantly,
survey the business heavily. And Listen to the results.
• Be ready to be wrong. Be comfortable to admit mistakes. Nothing
stymie's innovation and action more than fear.
• Readiness and training are paramount. Change with the times, more
so, innovate with the times.

18. And more importantly
• Have fun. More time in life is spent working than anything else. Do
what you love. Love what you do.
• Remember, “if nothing ever breaks, IT isn’t innovating to improve
business productivity”
• A system that worked great 10 years ago, does not a great system
today make.