It’s clear that IT organizations are at a crossroads in today’s world of digital transformation. Cloud technology and mobility are changing the way people work, and redefining priorities for the technology teams that support them. Changes outside the workplace are impacting businesses as well. As people become more comfortable with new consumer apps, digital devices, and a more mobile lifestyle, their expectations for IT service and personal productivity are also evolving.

And yet, while perhaps an obvious trend, surveys indicate that there is still a significant disconnect between CIOs and end users. According to a recent Forbes Insights survey, a less-than-ideal 39 percent of CIOs agreed that their IT team makes it easy for employees to request and obtain new apps, tools, and services. But only a dismal 21 percent of end-users agreed.

The fact is that today’s business users expect the same level of flexibility, choice, convenience, and self-service that they enjoy in their personal lives. Individuals and teams are always exploring alternative services to innovate or simply work more effectively. They’re more than willing to try out unsanctioned cloud services and other shadow IT initiatives, especially if their existing IT tools and processes can’t deliver the new tools and applications they want or require.