Sure, some rogue IT is the result of unmet technology needs. Other times, it\u2019s just the product of misunderstanding or miscommunication.\n \n Often, says Lisa Davis, CIO of the U.S. Marshals Service, \u201cthe customer is not aware of what [the business] owns or does not own or how to apply it to their business.\u201d To deal with that, she\u2019s set up an in-house app store on the agency intranet. If users are looking for a geographic information systems analytics tool, there\u2019s one available via the CIO Store, which also provides links to training resources. \u201cWe have brought considerable change in additional tools and capabilities to the enterprise,\u201d says Davis. \u201cOur focus is now on adoption strategies, on how we get those tools or apps integrated into day-to-day operations.\u201d\n \n Jay Burgess, CIO at Muscogee Nation Casinos, observes that sometimes the new capability a customer is seeking is right in front of them. Consider employees\u2019 voice-over-IP phones, for example. The average user sees a handset on the desk and thinks it\u2019s just an expensive telephone, says Burgess. So his IT-business liaisons are educating users and rebranding the phones as productivity tools with integrated voice, video and data functions. Users are amazed, he says. \u201cThey can now see and find their coworkers, get voice mails from their email, integrate their calendars\u2014all at a faster pace.\u201d\n \n Ideally, says National Geographic Society CTO Stavros Hilaris, business users \u201carticulate their needs in the near term so that we may develop proper solutions for their immediate needs as well as their long-term needs.\u201d But in the real world, that doesn\u2019t always happen. Burgess\u2019s biggest problem with rogue users is that they don\u2019t give IT a chance to meet their needs.\n \n It\u2019s not just that users feel empowered by consumer devices and software they can buy with a credit card. \u201cBusiness is struggling for survival. They\u2019re not following a strategic plan the way it is typically created. They\u2019re not looking five years out,\u201d he says. \u201cBut often times, they don\u2019t communicate [their needs], so IT is unable to respond quickly or nimbly.\u201d\n \n And that may be because users don\u2019t know what they want, says Davis. \u201cThey know they need technology, but they do not know where to start.\u201d CIOs who want to head off rogue IT should get their staff\u2014such as the account managers Davis has assigned to each agency division\u2014out among those users to help them figure that out.