Flight training for DevOps
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This document discusses improving incident response procedures through practices such as checklists, documented procedures, realistic incident simulations and postmortems. It recommends extended use of checklists to guide responses while still allowing for experience and independent thought. Regular incident response simulations that test both general processes and specific failures can help refine procedures and build confidence. Postmortems should objectively review incidents, suggest improvements and run through scenarios again over time to prevent complacency.
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Flight training for DevOps
- 1. Jorge Salamero Sanz <[email protected]> CfgMgmtCamp 1 Feb 2016 War Games - Flight training for DevOps
- 2. How to Monitor MySQL
- 3. The Cost of Uptime $ 3.55bn 2015 Q4 $ 1.21bn 2015 Q2 $ 4.1bn 2015 Q1
- 4. How much do you spend?
- 5. ● Infrastructure automation ● Configuration automation ● Continuous testing ● Continuous deployment / delivery ● Monitoring ● Logs, error handling ● Feedback ● Human Ops DevOps lifecycle
- 6. ● Prepare ● Respond ● Postmortem Expect downtime
- 8. ● Power failure to half of our servers ● Automated failover unavailable (known failure condition) ● Manual DNS switch required ● Expected impact: 20 min ● Actual impact: 43min Incident example
- 9. ● Unfamiliarity with the process ● Pressure of time sensitive event (panic effect) ● Escalation introduces delays The Human Factor
- 10. ● Extended use of checklists ● Not to follow blindly, use knowledge and experience ● Independent system ● Searchable ● List of known issues and documented workarounds/fixes Documented procedures
- 11. ● Realistic incident simulation ● Practice general response process ● Practice specific incident response ● Deficiencies: practice and improve the process Practiced procedures
- 12. ● First responder, acknowledge alert ● Load incident response checklist ● Log into #ops-war-room in Slack ● Log incident into JIRA ● Begin investigation General response process
- 13. ● The “limits of human memory and attention” ○ Complexity ○ Stress and fatigue ○ Ego ● Pilots, doctors, divers: Bruce Willis Ruins All Films (BCD, weights, releases, air, final) Pre-flight checklists
- 15. ● Increase confidence ● Reduce panic ● Better coordination ● Trust relationships ● Improves time to resolution Humans
- 16. ● Replica environment ● or mock command line ● Record actions and timing ● Multiple failures ● Unexpected results Realistic scenarios
- 17. ● Team and individual test of response ● Run real commands ● Training the people ● Training the procedures ● Training the tools Simulation goals
- 18. ● Objective review ● Suggestions for improvements ● Do it again ● Scenario evolves ● People forget loop(): review and repeat
- 19. ● Failure sucks ● Fearless, blameless ● Significant learning ● Restores confidence ● Increases credibility Postmortem
- 20. ● Short regular updates ● Even “we’re still looking into it” ● ~1 week to publish full version ○ follow-up incidents ○ check with 3rd party providers ○ timeline for required changes Postmortem Timing
- 21. ● Root cause ● Turn of event led to failure ● Steps to identify & isolate the cause ● Services affected ● How we fixed it ● What we have learned and changed Postmortem Content
- 22. Jorge Salamero Sanz Chief Developer Advocate @bencerillo @serverdensity our DevOps stories, no product spam blog.serverdensity.com