Citizen Developer: A businessperson who develops applications on their own or

for a small group of users – without the help of professional developers.

Shadow IT: Encompasses groups in the organization that provide information technology solutions outside the formal IT organization.

Technical Skills

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IT Shadow IT

When IT funding does not extend far enough toencompass all the applications needed by theorganization, a thriving Shadow IT is at workfilling the void.

Introduction ............................................................................................................................

1. Shadow IT is growing at an exponential rate ................................................................

2. Lack of IT involvement is harmful to the organization ..................................................

3. Increasing IT resources will not solve the problem ......................................................

4. An enablement platform provides the core solution ....................................................

5. A comprehensive Data Cloud facilitates self-service ........................................... ........

6. The enterprise social network enables self-sufficiency ................................................

7. Participation is achieved through enticement ...............................................................

8. Real transformation requires a change in IT mindset ..................................................

9. Collaborative development requires a bridge to citizen developers ..........................

10. Mobilization is the key to modernizing legacy Shadow IT applications ......................

Conclusion: It’s time to embrace Shadow IT .......................................................................

Further reading ......................................................................................................................

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Many companies today find themselves ata crossroad: cloud computing and the consumerization of IT have raised the profile of their Shadow IT, wherein tech-savvy Millennials are taking the lead in building their own IT solutions, beyond the control and even knowledge of IT.

This burgeoning Shadow IT is plagued by problems and missed opportunities. Governance is non-existent, systems are inadequate and unsecured, and data silos are springing up all over the place. The benefits from reuse across multiple projects - reuse of processes, technology, and people and their skills – are mostlyunobtainable.

IntroductionCitizen developers are here to stay and will fundamentally change the future of IT work. How you embrace them will determine the future of IT within your organization and define the role IT plays in the creation of new innovativebusiness practices.

– Mike Rollings,“Citizen Development: Reinventing the Shadows of IT”, Gartner, Inc., February 2012

IT has three options available to it to address this: try to shut it down; ignore it and hope it goes away; or take the lead in bringing it out of the shadows and into the light. This paper presents 10 key propositions that every IT leader should consider when making their decision.

Gartner anticipates that 25% of applications will be built by citizen developers by 2015, and 35% of enterprise IT expenditures will be managed outside their IT departments budget by 2015.

The reasons for this growth in citizendevelopers include the need for ever-increasing IT responsiveness as product life cycles are shortened to months instead of years, and as the predictability of mass markets is replaced with the uncertainty ofa global real-time economy and rapidly evolving consumer preferences.

Shadow IT is growingat an exponential rate

Every new business venture, product, or marketing campaign needs agile IT support to prevent the business users from being overwhelmed by the flood of details and demands that go along with doing new things. Value-added services need to be customized to meet the specific needs of each customer - generic solutions are no longer acceptable.

All of these applications require a focus on time-to-value and a never-ending process of being nimble, experimental, dynamic, and continuously iterating. This is in complete contrast to traditional IT, which is “project focused: do it and forget it.”

A significant and growing number of applications are going to be written by end users,with or without the help of IT.

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25% 35%25% of applications will be developed by citizendevelopers by 2015

35% of enterprise IT expenditures will be managed outside their IT departments budget by 2015

Lack of IT involvement is harmfulto the organization

There is no audit trail, and it is often difficult to prevent tampering without expending significant effort. The quality of applications can result in complex data structures and poorly developed logic. Integration among multiple environments is complex. There is no version control and change control and no single source of truth

The need to be involved in taking care of the underlying hardware and software, keeping it up-to-date, dealing with licensing issues, creating and maintaining databases that are readily available elsewhere - theaccumulated amount of time users devoteto these activities reduces the time thatcould be better spent elsewhere.

Groups using third-party web serverswithout security and backup, exposing credit card information, and ignoring compliance rules are just the tip of the iceberg when it comes to the problems with Shadow IT.

Proliferating silos of data lead to significant time-wasting and error-prone engineering to combine or extract data using cut-and-paste or import/exports.Data is duplicated, often not current, and many timesinaccurate. Aggregation and reporting across applications is difficult. Calculations and other business rules, as well as the type of user interaction taking place, are often not transparent to the rest of the organization.

In Shadow IT, solutions are often inadequate, siloed, unsecured, and inaccurate.

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Changing demographics in the workplace increase the desire and ability of users to build their own solutions. Millennials are used to customizing and individualizing everything, they are tech-savvy enough to figure things out on their own, and are skilled at acquiring knowledge they may need but do not have. They know what’s possible, and they won’t wait for IT to get to their project.

The willingness of users to serve themselves is helped by the changing nature ofapplications. Enterprise level deploymentof monolithic applications is giving way to the assembly of small, granular, highly targeted services.

Increasing IT resources will notsolve the problem

Instead of big-bang everything- and everyone-at-once implementations, the need now is to create large numbers of small services that can be rapidlyorchestrated into selected processes, and equally quickly changed again. This allows solutions to be small, experimental,innovative, and locally relevant.

In addition, the obstacles to user application development and deployment are rapidly disappearing. Cloud computing eliminates the need to acquire hardware and software; end user development tools are getting increasingly more sophisticated; and API’s make it much easier to integrate existing functionality into a new solution.

The democratization of application production and delivery will result ina growing Shadow IT regardless of the amount of resources IT can provide.

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43% of employees feel comfortable and capableof making their owntechnology decisions for works.

24% of employees admitted to coming up with their own consumer technology solution to help solve a business problem.

24%43%

An enablement platform providesthe core solution

Force.com provides a set of building blocks that together form a powerful platform for building business applications. The building blocks are designed to work together, each one enhancing the capability of the others, resulting in the whole being much greater than the sum of the parts.

A platform provides a consistent approach to applications, and the organizationbenefits from reuse across multiple projects - reuse of processes, technology, and people and their skills. The value of this increases rapidly over time.

In addition to eliminating the time and effort that would be necessary to constructsolutions from disparate vendors working together, having a single platform provides many other benefits:

By implementing a platform that provides users with an easy way to build and deploytheir own solutions, IT can assume control of Shadow IT with minimal resources.

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Licenses costs are spread across multiple applications; the database becomes more complete and reflective of the organization; a cadre of experts in the platform will emerge faster; and the organization can focus on providing everyone with the same training and support. Building and deploying small applications is accelerated if a common platform is used, becauseeveryone can share the platforms database, authentication, permissions, workflows, etc.

Using a single platform makes it much easier for IT put controls in place and provide support as needed.

Most user-developed applications are at the mercy of their underlying data sources.A “businessperson-friendly” database filled with reliable, complete, current andcomprehensive data is therefore criticalto their success.

Providing this self-service Data Cloud will allow IT tocontrol data accessibility and security, including filtering or masking data that end users should not have access to. Rules are enforced automatically by the database for every query, freeing developers from having to code data security logic into each application they write against the database.

A comprehensive Data Cloudfacilitates self-service

Users can still create their own databases with just a few mouse clicks. They can then easily link their individual databases to existing data, thereby eliminating the need for data duplication. In addition, unlike their current environments, Force.com delivers performance that transparently scales according to varying application workload – with no effort on the part of the user.

By making data and services easily available to business developers, they will be less likely to access data sources in ways that are less secure and less accurate, and will do much to ensure that data silos don’t proliferate across the organization.

Having a single source of truth that solution builders can use as a starting point reducestime to market, prevents errors, and guards against silos and redundant data.

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The enterprise social networkenables self-sufficiency

Chatter also helps address one of the most vexing aspects of building applications: catering for exceptions. In many cases, instead of trying to anticipate every possible exception in the application, it often makes more sense to handle exceptions through Chatter. Chatter significantly reduces the amount of time wasted trying to identify the correct people required to help find an answer. The added advantage is that the resolution to these exceptions isautomatically documented.

With Chatter, the Salesforce.com enterprise social network, users can get help buildingsolutions from anyone anywhere in the organization.

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Chatter is a combination of Facebook and Twitter for the enterprise, with the powerful added advantage of having data participate in the conversation. The benefits of Chatter in the organization go well beyond what one might consider the purpose of a social network.

Chatter allows developers, users andanalysts to tap into the collective brain power of co-workers immediately, find expertise and advice, provide knowledge that carries far across the organization,and get live feedback on planning,concepts and solutions.

Chatter allows workers to look up and use as a starting point a solution that was already developed by a colleague for a similar application; it facilitates the rapid formation of small focused teams to build solutions, unimpeded by organizational boundaries; and it encourages just-in-time learning.

The first thing to do is to build credibility. This includes getting some quick wins onthe board to engender confidence andconviction in the use of Force.com in your enterprise, and will give the skeptics pause.

Probably the most critical action to be taken is to turn yesterday’s gurus into todays evangelists. Employees who are experts in the current tools being used, like Notes and Access, are likely to feel threatened by the advent of new technology. Seek these employees out and turn them into Force.com experts as early as possible. This way, instead of feeling threatened, they can use their expert status in yesterday’s tools to become Force.com evangelists.

Participation is achievedthrough enticement

The natural tendency will be for employees to want to stick to what they know. Therefore, you need to make it easy for employees to learn to use the platform. The establishment of a Business IT Resource Center early will help users feel confident that support is available as they move forward. Theavailability of a self-service Data Cloudand social network will also be enticing.

Departments that don’t immediately see the light will do so over time, as they start to see actual results.

People naturally do things that are in their own best interest. It is therefore imperative thatyou make it easy for them to do the right thing.

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With traditional projects, the overhead of starting up is so great that it only makes sense to tackle large projects that offer significant payback. Force.com makes it easy to quickly start up applications with little effort – especially once the enterprisedatabase has been seeded and knowledge of the platform has grown.

Unlike traditional systems, where users tryto think of everything they may ever need because they’re afraid there won’t be a “Phase 2, ”force.com development is all about evolving the application. It makes sense to start with the bare necessities, go live, and evolve from there. Because you focus only on the here and now, you can build a system very quickly – figure out what matters and leave the rest.

Real transformation requiresa change in IT mindset

So with Force.com, the goal is to produce something “good enough” of value as soon as possible, deploy it immediately, and refine it later if needed. The formalmethodology of traditional applications, favoring a “big bang” approach – gettingall the requirements, then programming– is unnecessary.

With an adjusted mindset, building a solution on force.com is like building a spreadsheet in Excel: no one would consider doing a ROI analysis. Like a spreadsheet, force.com solutions can start small and grow iteratively.

The big payoff from a change in mindset is that what is remote and unnatural withinthe traditional frame of reference becomes sensible and accessible in the new mindset.

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It will remain true that it will often require some amount of coding to complete a robust application. Therefore, it must be easy for IT and business developers towork together collaboratively to achievetheir goals.

The Force.com platform provides the ability for users, analysts and developers to actively participate in building of an application. The key is that in Force.com, each role owns its own part of the solution. It does this by providing a point-and-click toolingexperience that allows business developers to quickly build applications without code and it also provides the APIs and language support necessary for developers to extend and enhance the platform with new services and capabilities that meet the specific needs of your business.

Collaborative development requiresa bridge to citizen developers

Force.com manages the contract between parties to ensure neither side can break the other’s work. The result is that both are free to be agile in how they work together. This makes it much easier for the two groups to work together collaboratively to achieve their goals.

When you clarify the role of IT and the role of the business developer, and provide a cleanline between the two roles, the platform acts as a bridge.

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Mobilization is the key to modernizinglegacy Shadow IT applications

So simply taking an existing application and moving it to the cloud is less than optimal. Translating the application into a hundred mobile screens with complex navigation schemes is also not going to work. Building small, on-demand, role-based apps that allow users to use only what applies to their particular situation is likely to bear more fruit.

Because these applications often require a short time-to-market and ongoingmodifications, they are better suited to business user development instead of IT.

Enterprise level deployment of monolithic applications is giving way to the assembly of small, granular, highly targeted services like checking flight arrivals, looking for contacts, tracking shipments, ordering spare parts, approving requests, or checking account balances. The objective is to provide simple features and functions with pre-populated data that make it as easy as possible for users to complete specific tasks.

Using bisynchronous data updates, you can breathe new life into and unlock the datain legacy applications.

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It is becoming easier than ever for thebusiness to procure cloud-based services without IT involvement. If IT doesn't add value, business units will simply work around it, and that would lead to a much smaller and less impactful corporate IT resource. On the other hand, by workingwith users to provide them with an effective way to develop and deploy solutions, IT can greatly expand its reach and enhance its value.

Time is of the essence. The longer you delay, the more entrenched business units will be in their chosen technology, and the chances of bringing them back into the fold will rapidly diminish. Now is the time to act, and force.com provides the solution you need to get started.

IT can do this by deploying force.com, an enabling platform that fully serves the need of users and acts as a bridge between IT and business users. Force.com is acomprehensive, integrated, and powerful solution that can be implemented quickly and inexpensively.

Conclusion: It’s time to embrace Shadow IT

Further reading available at UnleashForce.com.