For decades, many IT organizations have been dealing with developers outside of the IT department as if they were insurgents – their weapons were Excel and Access.
–Mike Rollings (Gartner), Citizen Development: Reinventing the Shadows of IT
Knowledge workers need to use multiple systems to get their work done, often with a combination of enterprise process applications, other data sources, and end-user computing tools such as spreadsheets. They frequently have to work around the predefined process in some way, especially for collaboration and customer communication. The systems may be augmented or integrated in an ad hoc, unsupported manner in an attempt to improve the functionality and information context, which is why automating workflows is so important.
Few organizations, until now, have actively supported the efforts of their knowledge workers to solve problems themselves.
But this doesn’t mean that knowledge workers have simply accepted this. They have gone off and found whatever tools they could to help them get their jobs done.
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