DevOps.com

  • Latest
    • Articles
    • Features
    • Most Read
    • News
    • News Releases
  • Topics
    • AI
    • Continuous Delivery
    • Continuous Testing
    • Cloud
    • Culture
    • DataOps
    • DevSecOps
    • Enterprise DevOps
    • Leadership Suite
    • DevOps Practice
    • ROELBOB
    • DevOps Toolbox
    • IT as Code
  • Videos/Podcasts
    • Techstrong.tv Podcast
    • Techstrong.tv Video Podcast
    • Techstrong.tv - Twitch
    • DevOps Unbound
  • Webinars
    • Upcoming
    • On-Demand Webinars
  • Library
  • Events
    • Upcoming Events
    • On-Demand Events
  • Sponsored Content
  • Related Sites
    • Techstrong Group
    • Container Journal
    • Security Boulevard
    • Techstrong Research
    • DevOps Chat
    • DevOps Dozen
    • DevOps TV
    • Techstrong TV
    • Techstrong.tv Podcast
    • Techstrong.tv Video Podcast
    • Techstrong.tv - Twitch
  • Media Kit
  • About
  • Sponsor
  • AI
  • Cloud
  • Continuous Delivery
  • Continuous Testing
  • DataOps
  • DevSecOps
  • DevOps Onramp
  • Platform Engineering
  • Low-Code/No-Code
  • IT as Code
  • More
    • Application Performance Management/Monitoring
    • Culture
    • Enterprise DevOps
    • ROELBOB

Home » Blogs » DevOps Culture » How to Fix ‘Dark Debt’ in Your IT Organization’s Culture

How to Fix ‘Dark Debt’ in Your IT Organization’s Culture

By: Dominica DeGrandis on September 19, 2018 1 Comment

Poor decisions, bad metrics, lack of communication can accrue dark debt in any company

Related Posts
  • How to Fix ‘Dark Debt’ in Your IT Organization’s Culture
  • Culture Debt
  • Q&A: Gene Kim on the pain of accruing technical debt
    Related Categories
  • Blogs
  • DevOps Culture
    Related Topics
  • culture
  • devops
  • leadership
  • metrics
Show more
Show less

Buying a low-quality microwave meal from a gas station, kicking a sock under the bed before guests arrive, jaywalking … We all take shortcuts. But unlike enterprise software delivery, these decisions rarely cause any collateral damage. The ramifications of taking shortcuts in IT, however, are much more serious.

TechStrong Con 2023Sponsorships Available

These decisions—i.e. “technical debt,” the “rework” debt owed after opting for a convenient solution instead of a better approach that takes longer—has implications on your company’s ability to grow and adapt to change. Fortunately, since the 1990s, when the term was coined by Ward Cunningham, we’ve learned how to identify and manage most forms of technical debt, understanding how to limit its impact and manage the interest.

Your organizational culture can accrue debt, too. For example, a company that finds it easier to hire a homogeneous team up front might discover the costly cultural trade-off of hiring diversity later. When it comes to this “cultural debt,” we are much less disciplined. We often make decisions in the dark, without understanding how they are going to play out over the long term. “Dark debt” builds up over time and creates a toxic work environment in which people are not set up for success.

Common issues indicating dark debt include:

  • Failures lead to finger-pointing.
  • Metrics incentivize undesirable behavior.
  • Lack of candor.

Ways to Combat Dark Debt

Call Out Psychological Safety Indicators

Failures are inevitable, whether we are discussing power outages, data breaches or false missile alerts. A “safe to fail” mentality promotes learning and support adaptability. If employees don’t feel safe telling the boss bad news, the latter might be the last person to know what’s going on—not a good situation for a company working to disrupt an industry, or one expecting to stay listed on the Dow Jones.

A Net Promoter Score-like survey can help identify areas where employees experience dissatisfaction. Here are some sample statements for your NPS survey that are based on Westrum’s organizational culture model as introduced in the “2014 State of DevOps Report.”

  • On my team, failure causes inquiry and not blame.
  • Our leadership is open to hearing bad news.
  • In my organization, failures are learning opportunities and messengers are not punished.
  • People on our team trust one another.

The survey results will shine a light on the forces shaping your culture. Instead of finger-pointing, you can learn to address issues earlier and ask questions such as, “Why did it make sense for someone to do that at that time?”

Measure Thoughtfully

Tell me how you’ll measure me and I’ll tell you how I’ll behave. Gaming metrics are fairly easy to do, especially when an employee is incentivized to hit an unrealistic target or avoid embarrassment. Take activity metrics, for example (lines of code, number of bugs): These metrics focus on keeping people busy. But busyness does not equal business value delivered. People can be 100 percent utilized sprinting from meeting to meeting while making scant progress on business goals.

Instead, consider metrics that reveal progress toward important business objectives or ones that help you make better business decisions. Flow metrics such as flow load, flow time, flow efficiency, and flow velocity reveal trends that measure four key areas: workload, speed, waste and throughput (respectively). These metrics are helpful in numerous ways, such as:

  • When others imply that things take too long, teams work inefficiently or people aren’t fully utilized, it’s useful to test their opinion against the data.
  • Having a balanced set of metrics allows you to see how changes in one area impact other areas. If the amount of work-in-progress (flow load) goes up, things will take longer to do (because of context switching and conflicting priorities), which results in slower speeds (longer flow times).

Think about the behaviors that occur in your organization by how metrics incentivize people. What we measure impacts people because people value what is measured. Think twice before automatically defaulting to free and easy metrics available in your existing toolset.

Build Social Capital

Ideas start out flawed and incomplete. High levels of social capital, debate and discussion are the means by which ideas flourish. Social capital is what enables people to collaborate more effectively. The absence of social capital makes it impossible for people to speak openly (due to the lack of trust), resulting in withheld feedback and invisible work.

Not much happens without discussion. When we engage in debate, our capacity to see each other’s perspectives is realized. TED talk speaker Margaret Heffernan’s insight on social capital is compelling: “Time compounds social capital.” The longer teams work together, the more trust, helpfulness and candor they accrue. Longstanding teams, therefore, benefit from increased productivity and reduced risk.

Unlike the costly and time-consuming transitions observed in project-managed work, where people disband after dumping their work on the operations team before starting another project, organizing teams around a product allows the people who developed, tested and delivered the functionality to not only stay in their area of expertise, but also grow and gain from social capital.

— Dominica DeGrandis

Filed Under: Blogs, DevOps Culture Tagged With: culture, devops, leadership, metrics

« An Undeniable Fact
Study Reveals Pain Points for Enterprise Workers »

Techstrong TV – Live

Click full-screen to enable volume control
Watch latest episodes and shows

Upcoming Webinars

Moving Beyond SBOMs to Secure the Software Supply Chain
Tuesday, January 31, 2023 - 11:00 am EST
Achieving Complete Visibility in IT Operations, Analytics, and Security
Wednesday, February 1, 2023 - 11:00 am EST
Achieving DevSecOps: Reducing AppSec Noise at Scale
Wednesday, February 1, 2023 - 1:00 pm EST

Sponsored Content

The Google Cloud DevOps Awards: Apply Now!

January 10, 2023 | Brenna Washington

Codenotary Extends Dynamic SBOM Reach to Serverless Computing Platforms

December 9, 2022 | Mike Vizard

Why a Low-Code Platform Should Have Pro-Code Capabilities

March 24, 2021 | Andrew Manby

AWS Well-Architected Framework Elevates Agility

December 17, 2020 | JT Giri

Practical Approaches to Long-Term Cloud-Native Security

December 5, 2019 | Chris Tozzi

Latest from DevOps.com

New Relic Bolsters Observability Platform
January 30, 2023 | Mike Vizard
Let the Machines Do It: AI-Directed Mobile App Testing
January 30, 2023 | Syed Hamid
Five Great DevOps Job Opportunities
January 30, 2023 | Mike Vizard
Stream Big, Think Bigger: Analyze Streaming Data at Scale
January 27, 2023 | Julia Brouillette
What’s Ahead for the Future of Data Streaming?
January 27, 2023 | Danica Fine

TSTV Podcast

On-Demand Webinars

DevOps.com Webinar ReplaysDevOps.com Webinar Replays

GET THE TOP STORIES OF THE WEEK

Most Read on DevOps.com

What DevOps Needs to Know About ChatGPT
January 24, 2023 | John Willis
Microsoft Outage Outrage: Was it BGP or DNS?
January 25, 2023 | Richi Jennings
Optimizing Cloud Costs for DevOps With AI-Assisted Orchestra...
January 24, 2023 | Marc Hornbeek
Dynatrace Survey Surfaces State of DevOps in the Enterprise
January 24, 2023 | Mike Vizard
Deploying a Service Mesh: Challenges and Solutions
January 24, 2023 | Gilad David Maayan
  • Home
  • About DevOps.com
  • Meet our Authors
  • Write for DevOps.com
  • Media Kit
  • Sponsor Info
  • Copyright
  • TOS
  • Privacy Policy

Powered by Techstrong Group, Inc.

© 2023 ·Techstrong Group, Inc.All rights reserved.