IT Support, Can I Help You? Supporting the Shadow IT

I was talking with a customer the other day and we were discussing the growing problem of “Shadow IT,” where departments sign up for their own cloud services and operate their own IT services. He said at his company, they were actually getting employee support calls for cloud services that IT didn’t know about. I can imagine the support call went like this: IT Support: “IT support, can I help you?” Ben: “Hi this is Ben in sales, I’m having trouble logging on to the MonkeyBrains Collaborative web site with my username and password. Can you fix it for me?” IT Support: “I’m sorry Ben,…

Shadow IT – Back Into the Light

“Shadow IT” hints at people doing bad things to deliberately make life difficult for the IT Department, and sounds as if the phrase probably originated in IT. Shadow IT often refers to people in a company using SaaS applications that have not been officially blessed by IT. However, they do so not just to annoy IT, but because they’ve found applications and tools that make their lives easier, allow them to work faster in a way that suits them, and ultimately make the company (and hopefully themselves) more successful. In this blog post I’ll attempt to explain how IDaaS (Identity…