Business Problem Solving Approach of IT

Information Technology (IT) is generally considered to be a solution provider. The problem is that if IT puts too much focus on solutions it runs the risk of becoming a problem creator. Most of the time I notice more solutions in and out of IT than there are problems. Everyone one with an opinion has a solution. It does not matter if the problem is well understood or not.

I think if IT has to become a real solution provider, the focus must shift from finding solutions to understanding problems. A solution provider is a first and foremost a business problem solver. Therefore, first IT has to understand the problem. Now once you understand the problem, you may find out that the problem you have just understood may just be a symptom and not a root cause. Therefore, you will want to focus on solving the root cause instead of the initial problem. In some other cases, you may find out that solving the problem will not provide the desired results and there may be another related problem that will provide better business results. The key point to note is that once the problem is better understood, you may realize that you don't really want to solve that problem. Best solution may be no solution.

This requires a defined problem solving methodology. Though IT shops have the best and brightest people and some of them individually follow an excellent approach to problem-solving, organizationally, I've yet to come across an IT department that has built an effective problem solving approach. IT is business and IT must become an expert in business problem solving. From this point of view, it is okay to quickly arrive at an initial solution after a quick understanding of the problem. However, this initial solution should remain just that--an initial solution or an initial hypothesis. Once an intial hypothesis is defined, facts can be gathered to solve the problem. If initial hypothesis turns out to be invalid, an alternative hypothesis can be created and tested. This deductive method constitutes the core of problem-solving.

What I see most often is that a solution is found through a gut reaction before the problem is understood. This solution is communicated as the final solution. In the second iteration, facts are selectively searched to confirm the solution. If a selective search of facts does not confirm the solution, then facts can always be twisted to fit the solution with the help of IT consultants. Through psychology of escalation of commitment, good people bet their careers on getting those solutions implemented. After spending millions of dollars if a business is lucky, then from somewhere a sage emerges to point out that the king is naked and the project is finally abandoned. If the business is not lucky enough to have that sage, then the solution gets implemented and eventually dies out of existence due to lack of business results. Its no wonder that ROI on IT-driven business projects continues to be abysmally low.