Editorial
I’ve seen my fair share of IT transformations. From rolling out SMS 1.2 and its subsequent versions to deploying Altiris across domains, to migrating or upgrading countless business applications, the projects blur together. But through it all, one thing stands out: the real challenge isn’t the technology — it’s the people. Technology has clear solutions; people are infinitely more complex.
The introduction of new systems and processes should be straightforward: define the problem, analyze the options, choose the best solution, design for the environment and deploy. Yet these plans frequently falter due to missed steps in training, adoption and cultural alignment. Technology might be the centerpiece of IT transformations, but people determine their success. A paradigm shift requires more than new systems; it demands collaboration, empathy and a willingness to adapt. When these human elements are prioritized, IT can drive lasting change that aligns technology with business goals and employee needs.
The sooner we develop plans to improve the people side of the equation, the sooner we can navigate the challenges ahead. With the right strategies, we can turn resistance into resilience, silos into collaboration and IT into a true driver of success.
Here are my top 10 strategies to align technology and people so you overcome the cultural and structural barriers that derail IT progress.
1. Start With a Clear Problem Statement
Every successful shift starts with clarity. IT teams often jump into tools and technology before they ask the crucial question: What problem are we solving? Whether the goal is to reduce operational downtime or improve productivity, the objectives must be straightforward and relevant to daily challenges. Clear goals align teams and make it easier to communicate and rally around the shift. Plus, when the problem resonates with employees, they’re more likely to engage.
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2. Promote a New Mindset: ‘Proactive Over Reactive’
IT professionals thrive in crisis mode, tackling problems as they arise. But the team must move from firefighting to prevention. Equip your team with tools that offer visibility into potential problems before they escalate. Show them what happens when they solve issues at scale rather than one ticket at a time. When teams address root causes quickly, it fosters a sense of achievement and breaks the cycle of recurring fires.
3. Emphasize Training and Collaboration Across Teams
IT doesn’t operate in a vacuum. Successful transformations require cross-functional collaboration and training. For example, when the Network team understands data available at the Help Desk, they can diagnose network-related issues faster and more accurately without troubleshooting to prove it’s not their fault. Align training with desired outcomes and ensure teams see how their contributions support broader goals. The result is a more cohesive IT function that works together seamlessly.
4. Establish Continuous Feedback Loops
Transformation isn’t a “set it and forget it” endeavor. Consistent communication and feedback refines processes and address gaps. Use surveys, feedback sessions or open forums to encourage IT teams and employees to share their experiences. Most importantly, act on the feedback. When people see their input leads to meaningful changes, they’re more likely to stay engaged and supportive.
Related Article: HP's Faisal Masud Doubles Down on Employee Experience
5. Rely on Data for Decision-Making
I’ve seen it for decades — IT decisions that are based on intuition or legacy practices. This leads to poor decisions, or reversal of direction in order to find the right path. To truly shift, anchor decisions in data that matters — ticket volumes and MTTR, ticket backlogs, employee productivity rates, critical outage trends, sentiment scores and cost per incident. When data drives decisions rather than gut instincts, IT professionals are more likely to trust the process. Tie metrics to business results like revenue, profitability or market share to further reinforce how IT must align with organizational goals.
6. Don’t Overlook Soft Skills
Technical skills are essential, but soft skills are the linchpin of any transformation. Communication, empathy and adaptability help IT professionals bridge gaps between teams and build trust. To put it plainly, IT professionals need to change how people think, or at least what they think about. Historically, IT has been siloed and at odds with other departments. Equip your team with interpersonal tools to break down these barriers and navigate the complexities of change, especially when working to improve the employee experience.
7. Make the ‘Why’ Clear to Everyone
Change faces resistance when people don’t understand its purpose. Clearly articulate why the shift matters — not just for IT but for the broader business and employees. Link the change to outcomes like faster response times, improved productivity or reduced costs. Show what happens if the organization doesn’t change and why the current model may not scale. For example, acknowledge the elephant in the room: the lack of progress could pose a real risk of outsourcing operations. A compelling “why” builds urgency and motivation across all levels.
Related Article: The Close Relationship Between IT and Digital Employee Experience
8. Create Champions to Advocate for Change
Every shift needs advocates — people who believe in the new model and can inspire others to follow suit. Identify the people within your teams who embrace the change, understand its goals, and can act as trusted advisors to their peers. Champions lead by example, address concerns and promote new processes with credibility. They’re particularly valuable when things get challenging, and keep the focus on the benefits rather than the obstacles. Virtual teams open the opportunity for people to lead on a rotating basis, creating a network of champions along the way.
9. Foster Creativity and Collaboration
Micromanagement kills innovation. Trust your team to own their work and solve problems without constant oversight, and provide them with the tools and freedom to experiment. Cross-functional teams often devise better and more creative solutions when given room to collaborate. If you can’t tell, I’m a big believer in the effectiveness of virtual teams to bring diverse perspectives together. Autonomy energizes teams and motivates them to push the shift forward while discovering unexpected benefits along the way.
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10. Track Value and Celebrate Wins
As the shift progresses, measure its impact and celebrate every win, big or small. Too often, IT projects move to the next challenge without this acknowledgement. Whether it’s reduced ticket volumes, faster resolutions or improved satisfaction scores, share these achievements. Recognition reinforces the value of the shift and keeps momentum alive. Celebrations don’t need to be elaborate — a shout-out in a meeting or a simple email can go a long way in boosting morale.
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