ITWorld Canada - Help desk key to harmony


(8-Jan-10) If the question “What do you want from me?” screams in your head throughout the day, it might be time to re-assess the relationship you have with the rest of your organization.

One of the first things IT shops can do to improve their relationships with the rest of their organization is to communicate what it is they are doing, according to Jennifer Perrier-Knox, senior research analyst at Info-Tech Research Group Ltd.

IT tends to be “somewhat self-pitying,” she said. They think that nobody understands them, that they work so hard yet nobody knows it, and that nobody realizes how long things take, she said.

But the responsibility “really rests at IT’s feet,” she pointed out. IT tends to do a poor job of communicating what they are doing, keeping stakeholders in the loop and reporting back on what they’ve done, where they are at and why it is important, she said.

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