The era in which IT comes only from your IT department is over.
This has an impact on your users expectations for services. In a nutshell, consumer technologies are setting the bar for user experience, feature, convenience, etc.
New IT service organization will be one that helps users broker these services, not deny them. Your future is here.
The Shadow IT Department
The consumer technology universe has evolved to a point where it is, in essence, a fully functioning, alternative IT department. Today, in effect, users can choose their technology provider. Your company’s employees may turn to you first, but an employee who’s given a tool by the corporate IT department that doesn’t meets his needs will find one that does on the Internet or at his neighborhood Best Buy.
The emergence of this second IT department—call it “the shadow IT department”—is a natural product of the disconnect that has always existed between those who provide IT and those who use it.