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Air Time: IT Support: Who You Gonna Call?: Page 3 of 3

Second, organizations should consider distributing support to business units where possible. Doing so fosters a more constructive environment, one where IT users are supported by people with whom they work on a daily basis. This model encourages more disciplined communication, providing opportunities to bridge the large chasm that often exists between business units and IT.

Finally, backroom IT pros must develop a more user-centric view of IT. This means acquiring a better understanding for how business goals and strategies intersect with IT and developing a deeper appreciation for human factors, the cognitive and psychological mindset through which nontechnical people interact with technology.

And if there happens to be a Nick Burns in your shop, show him the door.

Dave Molta is a Network Computing senior technology editor. He is also assistant dean for technology at the School of Information Studies and director of the Center for Emerging Network Technologies at Syracuse University. Write to him at [email protected]