Gartner Research

Improve Business Results by Collaborating With Both Sanctioned and Unsanctioned Business Unit IT

Published: 21 April 2016

ID: G00302790

Analyst(s): John Rivard, Katherine Lord , Hank Marquis


Neither sanctioned business unit IT nor unsanctioned shadow IT is going away. To support digital business, IT service desk leaders should use business productivity teams to drive IT service desk and collaboration toward achieving targeted business results for all customers, sanctioned or otherwise.

Table Of Contents
  • Key Challenges



  • Collaborate With BUIT and Shadow IT Stakeholders
    • Data Analysis
    • Customer and IT Surveys
    • Focus Groups
    • Recommended Actions for ITSD Leaders
  • Create Business Productivity Teams
    • Recommended Actions for ITSD Leaders
  • Prioritize Repatriation of BUIT and Shadow IT
    • Recommended Actions for ITSD Leaders

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