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This chapter addresses the frequent failures in the day-to-day working relationship between the IT department and business users. The business leaders begin to ignore the IT department and make key decisions impacting IT without input from the IT department. Failure to resolve these issues results in a variety of negative outcomes for both the IT department and the business units. IT staff complain that they are often brought in after the fact on key business decisions and are bypassed by the business on new projects, which are then later turned over to IT to support or, worse, save. Applications and hardware that do not adhere to standards or architecture cause major irritation and skyrocket support costs. The business maintains that IT neither understands nor attempts to understand business priorities and uses failings in IT to further distance itself from any attempts at reconciliation. A highly effective way of promoting relationships between the parties is to facilitate informal interactions. A typical way that we have seen work includes the implementation of lunch-and-learn sessions led by IT or the business. In these informal lunches, a member of the business or IT team presents a topic of mutual interest, usually related to his or her job function.
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