You captured something very important at the top of the article but did not pursue it. "...applications that are not working for them..." Fabulous point! It's about what works for the users getting their jobs done. Users are the reason IT exists. Users make the money that pays our salaries. When you find users making use of outside applications or bringing their own in from home, this is a signal that IT has an opportunity to change what we are delivering to help the users make more money.

Anyway, that said, the option I think you missed is that many organizations build in house applications or adaptations of customizable applications. If that is the case, IT should update those to include features the users are using in the unofficial applications.

Click to read the article this is in response to.