How do you achieve a better relationship with the business? Simply change the corporate mindset regarding IT. 

Well, there's nothing simple about that, of course, but three consultants from PA Consulting suggest starting with a common engagement model.  In a post at CIO Update, Derek Lonsdale, Nilesh Chandra and Chris Gallacher take a look at different engagement strategies you can use at different states of an IT service lifecycle.

Much of the bad reputation IT endures is unfair and stems from a lack of understanding about how complicated it is to implement and manage technology. However, according to Lonsdale, Chandra and Gallacher, the critics have some reason to complain, given the number of delayed projects and un-filled user needs they've seen. The engagement model that can overcome the lack of understanding rests on well-defined roles and responsibilities, agreed-upon strategy and scope, and adherence to timelines and priorities.

Starting with strategy, IT should understand the business strategy and make sure it is in line with it. The tricky part often is in gaining a sufficiently detailed understanding of what business expects from IT in support of executing the strategy. IT needs to be engaged with the business as the strategy is being developed so it understands the rationale underlying the strategy.

In the design stage, IT needs to get the business involved in the decisions. "In our experience, the single biggest cause of failure of any IT initiative is flawed design decisions," the consultants write. It may not be easy getting the business involved at this stage, but it can help to stop using technical jargon. "Getting the IT organization and the business to talk a common language can help bridge the historical divide between business and IT and go a long way in changing the corporate mindset towards IT," they advise.

In the transition from design to live operation, IT should make sure the people who will feel an impact from the new technology are educated about it. Problems that crop up during the transition can exacerbate negative feelings that users have, and those can take a long time to go away.

Once a new IT service is up and running, it is very important to maintain a consistent service level. IT and the business need to work together to define service level agreements, and then IT should make sure the levels are achieved.

Finally, the framework for governance has to include decision-making at all pertinent places within the organization. A formal governance structure has to allow IT to engage the organization's leadership to make sure that business unit leaders keep an eye on the big picture rather than merely pursing their own individual ends.

For more:
- see the article from PA Consulting at CIO Update

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