IT teams are the backbone of most organizations. Their work is highly specialized, often complex, and—let’s be honest—not always understood by other departments. This gap in understanding can lead to inefficiencies, frustration, and a disconnect between IT and the rest of the company.
But what causes this disconnect? And more importantly, how can businesses bridge the gap to improve collaboration and productivity?
Poor Communication: A Common Roadblock
Communication is a two-way street, but when it comes to IT-related issues, that street is often filled with roadblocks. Many companies still rely on outdated or inefficient methods—such as traditional ticketing systems—where employees are expected to describe their technical problems in an email or form.
The result?
IT teams struggle to diagnose issues with limited or vague information, leading to back-and-forth email chains that slow down resolution.
End users feel frustrated and unheard, often perceiving IT as unapproachable or overly technical.
Without the right processes in place, this creates unnecessary tension:
🚫 The IT team member feels like they’re expected to perform magic, solving problems with incomplete details. They grow frustrated with the lack of technical understanding.
🚫 The submitting user feels talked down to—or worse, ignored. They assume IT should intuitively understand their issues and fix them instantly.
The result? A cycle of miscommunication that wastes time, drains productivity, and creates friction across departments.
Resistance to Change: The Stubbornness Factor
Making IT-related decisions for a business isn’t easy. Once a system or process is in place, IT teams naturally want to defend it—it’s a reflection of their expertise and judgment. However, this pride can sometimes lead to resistance to change, even when better solutions exist.
This isn’t to say IT teams are inflexible, but the reality is that businesses evolve, and the tools they rely on should evolve with them.
The Right Platform Makes All the Difference
When choosing IT management solutions, businesses must consider all stakeholders—not just the IT team, but also the employees submitting requests.
Most ticketing systems are designed with IT efficiency in mind, focusing on workflows, SLAs, and issue resolution. But they often neglect the user experience for those submitting requests.
That’s where Intelocate comes in.
Our platform ensures transparency and two-way communication by providing a dashboard where submitting users can track their active requests, communicate updates, and stay engaged in the resolution process—all within the same system their IT teams use.
The result? Better communication, increased visibility, and stronger accountability across the organization.
By bridging the IT disconnect, companies can eliminate frustration, improve efficiency, and foster a more collaborative work environment.
