The last five years have fundamentally changed the way people interact with technology, leaving IT in a reactive mode. As business customers have rushed to “consumerized” services and experiences, the contrast with traditional IT offerings couldn’t be more striking. End users now expect instant gratification and simplicity, and have adopted a new, socially focused approach to supporting their own devices, applications, and services. Further, end users are often relying on consumer devices or service providers as a replacement for traditional IT services. For the first time ever, there is a very real user movement to “shadow IT” suppliers when corporate IT is perceived as unresponsive.
