Bridge the Gap and Fly with All Eyes Open

In the realm of digital solution development, we often find ourselves in a unique conundrum. Picture it from a bird's-eye view: the initial stages are steeped in business knowledge, progressively giving way to technical expertise as the project matures. However, when we delve into the specifics, the transition isn't as smooth as we'd hope.

In an ideal scenario (see Figure 1), the need for business and technical knowledge evolves in harmony over time. Business expertise is vital from project inception, helping to identify opportunities and set the right direction. Even as the project nears completion, it's crucial for informed decision-making. However, the real world often diverges from this ideal.

Reality (see Figure 2) paints a different picture. The handover from business to IT is abrupt and occurs too early. This leaves technical experts in charge before they should be, impacting both the quality and speed of work. It creates two blind spots (1) and (2) where essential knowledge is lacking.

The first blind spot (1) occurs at the outset when technical input is absent. This leads to a lack of support for how digital technology can transform the business and insufficient reality checks on the feasibility of innovative ideas. Relying solely on external sources like articles, books, or consultants has limitations. Such sources often lack critical details, may be biased, and don't consider your organization's unique context.

The second blind spot (2) emerges when IT takes the reins prematurely. It risks the cost-effective feasibility of the project, as those who know the systems, technologies, and available skill sets are missing from the decision-making process.

The single-desk IT model exacerbates these blind spots. It reinforces a disconnect between business and technology, perpetuating the perception of IT as an opaque machine. This cycle discourages business people from involving technical colleagues who could provide valuable insights.

This model also affects IT teams. Individuals with the potential to bridge the business-IT gap are pushed into purely technical roles, missing out on business development discussions.

As a result, we witness teams making decisions without adequate business support, leading to smaller decisions with significant consequences. These decisions often lack insights into processes, applications, and expected outcomes.

Governance is essential, but involving business experts only in monthly or weekly steering committees is insufficient. Timely access to business knowledge is crucial for informed decisions.

The single-desk IT model exacerbates structural, process, and cultural barriers to timely business knowledge availability. I've been in situations where I felt like I was flying blind