Web 2.0 technologies enjoy attributes that have social dimensions; these include user-generated metadata, content rating, compact applications, user-contributed content and simplicity in design. These characteristics, coupled with decentralized products and processes, make Web 2.0 attractive to enterprise application developers. Although it is easy to add Ajax and Really Simple Syndication (RSS) to applications, it is more difficult to add a social dimension. What defines Web 2.0 user-contributed content for enterprises that already have standard IT collaboration portals like Sharepoint? The consumerization of IT with Web 2.0 has many implications beyond technology. New social interaction patterns and the need for businesses to adapt to consumer-side economics will affect all IT organizations. Many IT executives have started to focus on growth and innovation but few understand where to start with Web 2.0. Many of the social networking sites such as Facebook and YouTube are blocked by internal proxy controls. An understanding of social networking in a business context will be required so that IT can apply standard life cycle planning methods. This new framework (ITIL for Web 2.0?) will enable IT to incorporate these technologies into the enterprise under the purview of the CIO’s office. I expect limited adoption in the short run as IT grapples with rogue social networking early adopters throughout the organization where the focus is on limiting regulatory exposure and reducing security vulnerabilities.
[http://lopezunwired.com]

It's simply time to bring rogue IT usage out of the shadows. With few exceptions, business users are not attempting to create security breaches, drive excessive costs or create chaos. Business users adopt new technologies because they offer a better way of 'getting the job done'. If the threshold to adoption is low enough (measured in effort and cost) end users will deploy technologies that make them more agile, more productive and more effective. In another context, in another article, we would call that "innovation" and we would embrace and celebrate it.

Instead, I read numberous articles and posts recently about the deplorable situation of 'Shadow IT'. Why? Because it's unknown and not controlled and introduces risk --real and political. But, IT organizations do not have to rely on sketchy anecdotal evidence of what new technologies the business users are adopting. End User Experience Monitoring and Management solutions can give IT organizations a complete picture of what's going on at the end user 'tier'.

Armed with the knowledge of what is actually happening, IT teams can proactively support the business users as they explore the possibilities of these new technologies to create and innovate and drive business value. We can call it Business Service Management 2.0.

Lori Wizdo
Knoa Software
www.knoa.com

Great comment by Lori Wizdo.

Large corporate IT departments are traditionally prone to exercising extreme control over their dominion.

This includes telling employees what technologies they need. They should be listening to and understanding the user's needs and then responding with the tools and support to get those needs addressed.

If there are 'shadow IT' activities going on in your organization, you should do everything possible to determine what is causing the usage of tools outside the realm of your current internal IT offering, then determine how your IT department can address these needs.

Your employee is the customer of your IT department. They should be treated as such.

Ken Vernon
www.contagiousbehavior.com

Shadow IT is a symptom of a larger opportunity for IT. Our business partners have always wanted more control over IT and it is up to IT leaders to figure out how to enable the IT capabilities of others while protecting the interests of the enterprise.