Paying Attention to Shadow IT and User Feedback

Paying attention to shadow IT or gray IT, where users create their own systems and tools, signals a gap in support. It is crucial to monitor if shadow IT is decreasing or new workarounds are emerging. Integrating user feedback directly into tools, like consumer apps, allows for real-time improvement. Collecting analytics from tools helps understand user behavior, identifying where they encounter issues. Observing user movement across tools indicates integration needs. The growth from a team of one to 20 highlights the importance of adapting to changing needs and scale.