Then, once we’ve set them, we put trolls in everyone’s way to enforce them. Or write something called a user story card in the format “As a bureaucrat I want to force people to use the ticketing system so that they will grind their teeth with frustration.” Everything we touch turns to standards. If you notice a problem in our IT systems, you must fill out a trouble ticket if you want a new feature or some help, fill out another ticket. Your password, we say, must be in a format that guarantees you’ll never remember it, and you must change it every few nanoseconds, and you need to remember your old password in order to change it to something else you won’t remember. Yes, us, the very IT folks who so hate bureaucracy when we find it imposed on us. This post is an excerpt of Mark Schwartz’s The (Delicate) Art of Bureaucracy: Digital Transformation with the Monkey, the Razor, and the Sumo Wrestler.Īmong the biggest, baddest, bullyingest bureaucrats in a large enterprise are the IT folks.
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