Friction Points in IT and How to Reduce Them

Technology is meant to make business easier, faster, and more efficient. When it works well, it’s like a smooth highway—getting you where you need to go without a single bump. But when things don’t work as they should? That highway turns into a traffic jam, full of slowdowns, roadblocks, and frustration.

These “friction points” in IT aren’t just mild annoyances—they quietly chip away at productivity, morale, and even profits. And the worst part? Many companies don’t realize how much these small issues are costing them until it’s too late.

The good news? Once you spot the problem, you can fix it. And often, the fix is far simpler than most people think.

Let’s explore four of the biggest IT friction points and how to get rid of them for good—so your technology becomes a business advantage, not a daily headache.

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1. Slow Response Times from IT

Picture this: you submit a ticket because your email isn’t working, or you need a password reset. Then… silence. Hours pass. Maybe days. Your deadline is getting closer, your to-do list is growing, and your frustration is climbing fast.

For many employees, this is one of the most infuriating IT issues—not knowing if their problem is even being looked at. Even small delays can snowball into missed deadlines, lost productivity, and friction between clients.

The problem isn’t always laziness—it’s often a lack of clear processes. Without a defined system for prioritizing and responding to tickets, urgent requests get buried under less critical ones. And without regular updates, employees feel like their requests have fallen into a black hole.

The fix starts with setting clear expectations. IT teams should:

• Let employees know how long most requests take to resolve.

• Give status updates, even if the final solution isn’t ready yet.

• Have a fast-track process for urgent problems.

On the flip side, employees can help speed things up by giving complete details upfront—so IT doesn’t waste time chasing down missing info.

When both sides commit to better communication, those “black hole” tickets disappear, and employees get back to work faster.

2. Employees Using Unapproved Tools (Shadow IT)

Here’s a scenario that happens more than most leaders realize: an employee downloads an unapproved file-sharing app, stores documents in a personal cloud account, or uses their own device to do work.

It’s rarely done with bad intentions—they’re just trying to work faster or get around a slow process. But there’s a hidden cost: these “shadow” tools create security risks, compliance headaches, and integration problems.

Why does it happen? Usually because the approved tools are slow, outdated, or hard to use. If the company’s file-sharing platform takes 10 minutes to upload a document, people will naturally turn to something quicker—whether it’s approved or not.

Instead of punishing employees for trying to work efficiently, fix the root problem:

• Ask employees what problems they are having.

• Provide official tools that are just as fast and easy as the unofficial ones.

• Explain the risks of using unapproved apps—not as a lecture, but as a way to protect their work and the company.

When employees have safe, efficient options, they stop looking for workarounds—and IT gets fewer security scares.

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3. Systems That Are Too Complicated

Sometimes, the issue isn’t a lack of technology—it’s too much of it. Businesses stack tool after tool, process after process, until something that was meant to Alleviate problems now creates them.

If an employee needs to remember five different passwords, open three separate programs, and click through a maze of menus just to send a file… that’s not efficiency. That’s frustration.

Overly complex systems drain time, energy, and patience. They also flood the IT department with “how do I do this again?” requests.

The fix is simplification:

• Consolidate tools so one platform can do the work of three.

• Implement single sign-on (SSO) so employees only need one password.

• Streamline processes so common tasks require fewer steps.

• Invest in training so people actually know how to use the tools they already have.

The easier your systems are to navigate, the faster your team works, the happier they are, and the less time IT spends on basic support requests.

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4. Technology That Doesn’t Match Business Goals

Not every shiny new tech tool is worth the investment. Sometimes IT teams push for upgrades or new systems simply because they’re impressive on paper—but if they don’t align with business goals, they end up as expensive distractions.

For example, a company might buy a cutting-edge analytics platform that wows in demos, but:

• It doesn’t integrate well with existing systems.

• It requires training no one has time for.

• The data it provides isn’t even what the business needs.

The fix? Align IT strategy with business strategy from the very start. That means:

• Including IT leaders in strategic planning meetings.

• Making sure every IT investment is tied to a specific business goal—whether that’s reducing costs, increasing sales, or improving customer service.

• Reviewing technology regularly to see if it’s still delivering value.

When IT and business goals are aligned, every tool and system serves a purpose—and technology becomes a growth driver, not a cost center.

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Final Thoughts

IT friction points are not just technical problems—they are business problems. Slow responses, unapproved tools, overly complicated systems, and misaligned technology all drag down productivity and frustrate employees.

But here’s the encouraging part: when you identify these problems and pain points and address them directly, everything changes. Work moves faster, morale improves, and IT becomes a true partner in the company’s success.

The goal is simple: keep technology working for the people who use it—not the other way around. Because when your IT setup is smooth, efficient, and aligned with your goals, it’s not just a support system—it’s a competitive advantage.