IT managers should not always be on defensive

IT MANAGERS should not be glorified mechanics. The final Institute of Directors seminar, titled 'What your IT manager never tells you', focused on what the job and its responsibilities should include.

'For many organisations, IT management has become a highly defensive role,' said IT consultant Paul Armstrong, who works for technology service provider 2e2.

He explained how the relationship between an IT manager and a director could be frustrated: 'Often, only the costs of IT are measured, not the benefits.

'It is no wonder that IT managers tend to be preoccupied with keeping things running and not spending money. They are doing what they think is expected of them and are not showing initiative.'

Mr Armstrong said that this attitude allowed competitors to get the commercial edge.

Stephen Henry, financial director and chief operations officer at Investec Bank, explained to the audience how his company overcame this problem.

Three years ago the bank decided to outsource its IT to 2e2, which provides it with two on-site engineers who carry out the desktop support for 125 users.

'The bank no longer has any engineers of its own.

'There is still an IT manager. It's his responsibility to manage the relationship with 2e2.

'He understands the business needs and is able to explain what IT can do to help and explain the risks.

'It's a much more satisfying role.'

Investec has not looked back since outsourcing.

Mr Henry said that the bank was receiving professional IT systems that were more cost-effective.

Also speaking at the seminar was Alan Chapman, an independent IT consultant.

He spoke in depth about business process management. BPM is the automation of the 'paperwork spiral'.

Like the other speakers, he stressed the importance of a dialogue between directors and IT managers to guarantee that potential benefits and potential problems were dealt with.

'There are still two things that my IT manager never tells me,' said Mr Henry.

'He never tells me he's underworked and he never tells me he's overpaid.'