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Feature: Can end users replace IT managers?

The pros and cons of leaving it all up to staff

Large companies such as BP and Google are rethinking the idea of IT controlling users' computers and sharing their lessons from the frontlines.

At first thought, that's a radical notion any right-thinking chief technology officer (CTO) would dismiss out of hand. But not so fast: IT shouldn't dictate what computers and handhelds users get, and perhaps IT shouldn't manage them, either. That's the conclusion some IT organisations are reaching, or at least investigating.

Search giant Google practices that it calls 'choice, not control', a policy under which users select their own hardware and applications based on options presented via an internal Google tool. Oil giant BP is testing out a similar notion and giving users technology budgets with which they pick and buy their own PCs and handhelds.

In this Web 2.0 self-service approach, IT knights employees with the responsibility for their own PCs' life cycle. That's right: workers select, configure, manage, and ultimately support their own systems, choosing the hardware and software they need to best perform their jobs. BP and Google are not the only IT shops to see value in this model, either.

"I've felt this was the answer for a long time," says Glenn Angell, a systems team leader with the US state of Maine's Office of Information Technology, though he noted the state hasn't ruled one way or the other on the idea. "I really don't care what an employee uses for an office suite or to build charts, graphs, or whatever just so long as I get the data in a format I can view it in."

All too often, IT groups write and code policies that restrict users, largely based on a misbegotten belief that workers cannot be trusted to handle corporate data securely, said Richard Resnick, vice president of management reporting at a large, US regional bank which he asked not be identified. "It simply doesn't have to be this way," Resnick said. "Corporations could save both time and money by making their [professional] employees responsible for end-user data processing devices."

The benefits of user-managed PCs

Today's standard, one-size-fits-almost-every-employee approach ultimately pulls down PC-competent knowledge workers to the same level as the tech-leery. Meanwhile, IT shops are overburdened with supporting PCs, help desk budgets consume significant chunks of corporate resources, and with a slowing economy, many IT shops are under pressure to reduce operational expenses. Not to mention that in the eyes of many IT pros, holding down the help desk is low-level grunt work.

To IT, the glaringly obvious advantages of user-managed PCs are reduced support costs and far fewer pesky help desk calls. Tech departments, quite naturally, would no longer have to train users for PCs either, a process that often leaves both bitter, thanks in large part to common training mistakes.

NEXT PAGE: More expert opinion on DIY IT in the workplace

  1. The pros and cons of leaving it all up to staff
  2. More expert opinion on DIY IT in the workplace
  3. What equipment should IT still control?
  4. What the skeptics have to say

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