What's your organization's approach to business units outside of IT using software to create new processes/capabilities (e.g., RPA, no-code, low-code development)?
It's seen as shadow IT, and a risk to the organization18%
IT responds to requests for help on an ad-hoc basis50%
IT supports with governance21%
IT is accountable to enable and grow software development by the business as one of its key metrics9%
Other (comment below)
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This could be a big issue for an organization, specifically, if the org is publicly traded. Without IT involvement/support (SDLC) there could be issues with security, intellectual information assets, and financial reporting (think SOX) if the software is a key part of the financial system or data used for financial statements.
We have already seen support issues. A business employee develops and deploys. Then they leave the company and leave the process or application unsupported
IT is then blamed for lack of support
Unfortunately the support issues are usually more politically motivated to build domains.
We have AD Group Policy in place preventing software installations from occurring without the intervention of IT. So, any software installed without IT intervention would definitely be "shadow IT" in the sense that it wasn't approved and was used in opposition of Group Policy.
However, IT is responsible for evaluating new software and providing feedback about its abilities to improve process efficiency and etc. If a software solution is requested and there is a clear business case for using it, IT should support and maintain it.
This is why I have answered the question as "IT supports with governance"