IT people can't really change how users are going to behave, says Dev Anand, director of product management for ManageEngine, which builds real-time tools for automating IT management. But they can change how they respond to it.
To avoid having to answer the same stupid questions (over and over and over), IT departments can crowd-source solutions by setting up community portals or a page on their internal social network where employees can post questions for other users to answer, says Anand. IT can anonymously post the really dumb ones, Dev suggests, so people will eventually learn to never ask that question again.
In an era where cloud-based IT managed services are just a phone call away, internal admins must learn how to be more flexible and responsive to users' needs, says ManageEngine president Raj Sabhlok.
"These guys have to learn that no is not always the right answer," he says. "Business users move at a faster pace than many admins are used to, so IT pros need to automate mundane tasks and start using real-time technology if they want to keep up."
In the end, though, what both sides need to do is be nicer to each other, notes GFI's Glenn.
"IT staff should have the right to hold users accountable when they make preventable mistakes due to carelessness or neglect, and users should have the right to ask IT admins questions without being made to feel stupid or annoying," he says. "The bottom line is this: Both sides need to treat each other with courtesy and respect."
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