The Transformational CIO: Leadership and Innovation Strategies for IT Executives in a Rapidly Changing World

Demystifying IT

Building trust between IT and the business is not an overnight process—it's a transformation that requires time, patience, and hard work.

“It happens in steps, and people are very skeptical. You have to remember that IT was traditionally viewed as a black hole—requests go in, but nothing comes out,” says Brian. IT isn't just about cutting costs—it's also about generating revenue.

Brian knew that the success of the company would depend on its ability to get new technology out into the market ahead of the competition—and he believed that IT could play a key role in that process.

In IT, we are our own worst enemies. We speak in acronyms and we convey an attitude that says, “Only we understand this technology.” But then people go home and see their 10-year-old kid playing with technology that's more complex than what they're using at work.

So I never use acronyms. When I'm speaking with someone in the business, I try to be an educator, not an IT leader. There's not a day that goes by when I'm not extolling the role of technology and how it can benefit the business. Every conversation with a business leader creates an opportunity to change the way they perceive IT.

I also try to demystify IT whenever I can. A lot of people are frightened by IT, so they're leery. I try to explain that IT is just a process-focused approach to business—with steps that are very similar to any business process.

I think that if you spend enough time explaining IT to people, and if you consistently ...