Business/IT Relationship Continues in Spotlight

By Ben DiSylvester
Chairman

At the recent ACORD LOMA Systems Forum, the many useful subjects covered included evolving technologies, such as wireless, VoIP, service-oriented architecture, and mobile computing. However, the subject that seemed to generate the most debate during the general session panel discussions was the continuing challenge of getting IT and business people on the same page. Attempts to characterize the relationship included, “it’s a marriage.”

Typically, when people or functions are not on the same page, it usually means they have different objectives and goals. Often, senior management accepts this as “the way it is,” and nothing is done to improve the working relationships other than relying on individual personalities or efforts. This just makes the situation worse over time. As one speaker said, “Do not mistake non-action for action, and do not mistake activities such as planning, presentations, mission statements, and decision-making for action.” It is all about leadership. There must be evidence of substantial and elemental change before company leadership can take this off their agenda.

Just as marketing and underwriting, or underwriting and claims, or customer service and sales, or any other functions that must learn to work together for the greater good, IT and business must join to form a seamless working relationship. This is especially true now that technologies such as Business Process Management, Straight-Through Processing, Service-Oriented Architecture, and other tools are more like business processes than pure technology tools.

Essentially, the goals of IT and business are the same—to enable the organization to thrive by attracting and retaining customers. Leadership must get both parties to gain an outward perspective and focus on the ultimate goal. And like other improvement efforts, a methodology needs to be used and applied continuously to ensure that there is action and not just activity.