Recently, I have been focusing on the amount of disruption caused by technology trends such as cloud computing and mobility. This isn’t a unique idea — other organizations recognize this change as well and have introduced concepts such as the fifth era of business transformation or the shift from information technology to enterprise technology. My own thoughts line up closely with IDC’s notion of a third platform, where the first two platforms are represented by the mainframe and the PC/LAN combination.
There are a number of people who will argue that cloud and mobility are not especially disruptive or transformational. The argument is that these trends are simply mile-markers on a constantly evolving IT trajectory. There’s a lot of truth in that argument, but it tends to focus on the mechanics of technology rather than the new ways in which businesses approach technology.
To illustrate these changes, think about the focal point of the IT function in each of these three time periods. In other words, what is the piece that the IT team is managing?
Mainframe Era: Here, the focus was on the management of the machinery. For those companies that could afford the systems, a highly specialized skill was required simply to enter business inputs, extract relevant results and keep the systems running.
PC Era: As technology became easier to use and there was less hand-holding needed at computing’s front-end, the focus shifted to the data being generated and used within a company. IT teams managed access, accessibility and protection of corporate data.
Cloud/Mobile Era: Today, the center of a technology environment has become the user. The technology has become accessible enough for workers to match solutions to specific needs, and they are becoming more productive as they access data and systems from any location.
It’s important to recognize that the change in focus does not mean that the old skills go away. The need for system administration and solid data management is still high, but the focus on the user demands new skills and new ways of thinking. There are three areas that introduce new challenges in a user-centric model.
First, design is much more important. Previously, applications could have a utilitarian interface, as long as they got the job done. Now, users expect a crisp, intuitive experience. From operating systems to desktop applications to mobile apps — especially the interactions between those pieces — design elements must be considered along with technical specs.
Second, decision-making around technology is no longer exclusive to the IT department. Each line of business in an organization typically has enough technical savvy to procure and implement solutions and these departments have a much better grasp on their business requirements. The chief marketing officer has become the common example of a business unit owner with a large technology budget, but this reaches into every team, and businesses must build new processes that allow for freedom but also keep a level of control.
The reason for control is that end-users may understand their business needs, but they are often unaware of technical challenges such as security or integration. This leads to the final challenge, which is raising the technical literacy of the entire workforce. The human element continues to play a large role in security breaches, and CompTIA research has found that even for consumer-friendly technology like mobile devices, companies often determine that their employees need to build skills in order to be fully effective in a business environment. Education is critical and must go beyond annual audits or policy validation to be meaningful.
Making the user the focal point is a frightening proposition for most IT teams. Users have far more variables than data or machinery and it may seem that the problem is a bit unmanageable. In reality, this is exactly the task that IT is suited for: making technology usable, productive and secure even when the solution is not obvious.
Seth Robinson is CompTIA’s director for technology analysis and market research.
