The Users that know more than IT Wednesday, February 28, 2007
It was never meant to be this way. IT was way too complicated for the users and that was the way IT departments liked it. "You pay us and we'll sort out this difficult stuff, just hand over the money and watch us do our magic."
Well, a combination of increasing number of IT literate users and available online services are starting to challenge this arrangement. When the guy paying the bill knows as much as the person providing the service, or at least enough to ask the right questions, the balance of power shifts back towards the user. When the user can declare UDI when either service satisfaction is not forthcoming from IT or is not delivered at a reasonable cost or in appropriate timeframes, then the power has truly moved.
This post from Ed Sim nails the story.