“The only real mistake is the one from which we learn nothing.” – Henry Ford
IT solutions can be expensive, take time to deploy, and prove challenging to rollback in case we make a mistake. Therefore, investing in IT solutions needs careful consideration. Many companies we come across make one or two mistakes because of these misconceptions. It is crucial to avoid some of the pitfalls that typically come with inexperience. In this guide, we share seven common misconceptions, inexperienced professionals make when venturing into IT solutions:
Thinking IT Solutions will solve your problem
Problems at the workplace are often related to systems, individual behavior, or competency. These challenges may include communication skills, resistance to change, skill gaps or inadequate training among other things. It can be as simple as discrepancies in the cashier’s till, or IT service-desk quality of support. The solution some of our prospects we’ve encountered would be to acquire a new POS system for the former, or ITSM solution in the case of the latter. The concern with the cashier might be lack of training, while competency for the IT service-desk support. The prospects we encounter often face this type of issue – thinking IT solutions will immediately solve their problem.
One of the experiences we’ve had with a prospect is about the incompetency of an employee. They initially invested in a system to utilize a feedback form, commonly known as CSAT survey. Typically, these surveys are used to assist the service desk team in collecting customer feedback. However, the issue turned out to be more related to the qualifications of the person than the system itself. The employee gamified the system in order to show performance. He achieved good scores by selectively logging easy to answer tickets while neglecting the more challenging ones. Consequently, his quick turnaround times resulted in favorable scores for himself.
Look at your situation holistically. Are the issues systems, individual behavior, or competency related? If it’s the last two, then deciding to solve the actual problem could save you a lot of money.
Converting Physical Processes to Digital Processes
When considering IT solutions, it often brings to mind the conversion of physical processes into digital ones – digital transformation for the sake of digital transformation. However, our perspective is different; technology shouldn’t merely incrementally improve from 1 to 1.2, 1.4, or 1.8. Instead, it should be a transformative leap from 0 to 1.
Take the example of converting physical forms into digital ones. The core purpose of digital transformation is to improve the experience of your customers. Rather than burdening them with complicated manual forms, streamline the process by reducing fields and exploring innovative ways to source data. This may involve connecting to databases, utilizing existing enriched data to simplify the customer experience. (I always see these types of forms even within mobile applications.)
Surprisingly, many businesses possess enriched databases yet hesitate to harness them to elevate the customer experience. Approach digital transformation holistically. Reflect on the overarching goals and motivations driving this shift. Ask yourself: Are the anticipated benefits aligned with a transformative leap, reshaping the customer experience rather than digital transformation for its own sake?
Expecting Full Maturity with Initial Deployment
Expecting full maturity comes with meticulous upfront planning because of the size of the scope. The team meticulously maps out every detail before embarking on the project journey. Each phase, from Discovery and Configuration to Training, Go Live, and Hypercare, is approached with a methodical one-step-at-a-time mindset, ensuring completion of each stage before progressing to the next.
The challenge emerges as the team progresses through each stage because new perspectives reveal new information which result to additional or changing requirements. Additionally, with each additional module or feature, the project’s scope grows. Then, this newly acquired information has the potential to reshape the project’s direction, creating a dilemma: adhering to the original plan or proposing a new one for approval. Due to the full-maturity of the scope, comprehensive planning is again required to assess the implications of the updated information. This repetitive cycle, fueled by the inherent complexity of the project, leads to undesired delays.
Therefore, a shift in perspective is needed. Instead of anticipating a complete deployment, concentrate on addressing the most significant challenges in order of priority. Resolve them gradually and incrementally so you’re able to deploy the solution faster.
Our projects are mostly done incrementally using the Scrum framework. We’ve been big supporters of it. If you’re not familiar with how we put methods into action, there’s an overview on how we handle projects. Read Scrum Simplified: Completing Projects Ahead of time. (Thanks to this approach, we’ve never had a single project fail.)
One Size Fits All
Drawing comparisons between IT solutions is akin to evaluating hundreds, if not thousands, of features. Essentially, quantifying the distinctions between software options is nearly impossible. In truth, this complexity is by design and intentional. Software products are developed uniquely, each on its individual journey to address customer problems. Various software types excel at solving different problems, even if they appear to offer similar products.
To find the right IT solution, first, know what problems you want to solve. Then, see how each software fixes those problems. If there are smaller issues along the way, stay open to different ways of dealing with them. It’s like matching what you need with how each software can help, being ready to adjust as needed.
Integration, Integration and Integration
The recurring topic of integration keeps coming up. But, especially for non-tech companies, it should be one of the last things to consider. API libraries can help link solutions. To be fair, it can make things work intuitively, but if it’s not mission critical, thoroughly consider the cost and benefits. Think about it this way: when two software systems talk to each other, API libraries are the ones that help put them together. Now, when one software updates its API library, you immediately have to tweak the whole integration to avoid any downtime. Now, imagine multiple IT solutions in your company, and needing to maintain all these integrations when one of the API library changes.
Given our experience, most software undergoes multiple updates annually, making the integration process costly and time-consuming. Therefore, it’s essential to carefully evaluate whether integration is genuinely indispensable or if it’s immediately available.
Bonus: Cloud Is Always the Best Option
While the cloud has become integral in today’s IT, it’s essential to recognize that it’s not always the optimal choice for every situation. One critical factor to consider is storage size. Cloud services often charge based on the amount of data stored, transferred, and processing. Forr organizations dealing with massive datasets or extensive archival needs, this cost can quickly increase. It’s crucial to weigh the financial implications against the convenience of cloud storage.
Another aspect is the required skill sets. Operating in the cloud demands a certain expertise, and not all organizations possess the necessary in-house skills. Training staff or hiring professionals with cloud proficiency can be time-consuming and expensive.
Consider partnerships – engaging with external experts who specialize in optimizing IT infrastructure can significantly enhance operational efficiency. These partners can provide insights into cost-effective IT solutions, performance enhancements, and security measures tailored to specific business needs.
By shedding light on these common pitfalls, our goal is to empower individuals with the knowledge required to make informed and cost-effective decisions in the ever-evolving realm of technology. Remember, IT solutions alone won’t always solve workplace challenges.
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