Restoring dialogue between IT and Business teams

Written by Wilfried Kirschenmann, on 04 September 2019


This year, ANEO is renewing its participation in the DevOps REX! On this occasion, we are sharing our feedback on concrete DevOps cases.

We encountered a financial investment firm overwhelmed by rising tensions between its business teams and its IT department, concerned about the risks to the effectiveness of its services.

Dialogue was completely broken between the IT teams of the business units, which maintain the relationship between the business and the IT department itself, led by an infrastructure manager and consisting of around sixty employees. In this situation, the number of tickets kept increasing without being handled regularly and without addressing the underlying issues in the long term.

In this context, as classic as it is complex, we were commissioned to find solutions aimed at making communication smoother and more efficient, thereby putting an end to the latent conflict between these two strategic entities by creating a collaborative environment conducive to the company's activity.

We embarked on a series of individual interviews and workshops with business and IT managers to redefine the process of a business request and, above all, to try to identify the pain points and difficulties of each party.

The observation? A great frustration among the IT teams confined to mass handling of requests with variable priorities coupled with a strong desire to bring value to the company by challenging the business units on their requests and providing them with substantive responses.

Based on these feelings, we co-built the mechanisms that now allow IT and business units to work hand in hand. What are they?

It is on these foundations that we were able to co-construct, with all parties involved, a system tailored to their context and positive commitments for employees and overall performance.

Firstly, we implemented a ticket tracking tool with a focus on visual management and information sharing so that each party could have visibility into the activities and workload of the others.

But it is also and above all the organizational model that has been redesigned and based on a trust contract governing the regular handling of a predefined number of priority requests and the responsibility of the requester, helping to alleviate tensions over everyone's expectations.

In summary, it was necessary to enable everyone to better understand each other's business and daily activities; to take into account everyone's pain points and desires; to rethink tools and models for better information sharing and greater trust; to restore dialogue between business units and IT and thus enable the organization as a whole to be more efficient.