Self-Service Operations: Because Ops Still Happens
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Keynote Presentation by Damon Edwards, co-founder of Rundeck, at DevOps Days Austin , May 4, 2017. Deployment is a solved problem. Sure there is still work to be done, but the DevOps community has successfully proven that anyone can both scale deployment automation and distribute the capability to execute deployments. Now, we have to turn our attention to the next critical constraint: What happens after deployment? We all know that failure is inevitable and is coming our way at any moment. How do we respond quickly and effectively to those failures? What works when there is just a small set of teams or an isolated system to manage will quickly break down when the organization grows in size and complexity. But on the other hand, what has been commonly practiced in large-scale enterprises is proving to be too cumbersome, too silo dependent, and simply too slow for today's business needs. How do we rapidly respond to incidents and recover complex interdependent systems while working within an equally complex and interdependent organization? How do Ops teams embrace the DevOps and Agile inspired demand for speed while maintaining quality and control? This talk examines the trial-and-error lessons learned by some forward-thinking enterprises who are currently streamlining how they: -Resolve incidents -Reduce friction between teams -Divide up operational responsibilities -Improve the quality of their ongoing operations (and organizational learning) See a Demo of Rundeck Enterprise : https://www.rundeck.com/see-demo --or-- Download Rundeck Open Source here: https://rundeck.com/open-source Connect: Stack Overflow community: https://stackoverflow.com/questions/tagged/rundeck Github: https://github.com/rundeck/rundeck/issues Twitter: https://twitter.com/Rundeck Facebook: https://www.facebook.com/RundeckInc/ LinkedIn: www.linkedin.com › company › rundeck-inc
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Self-Service Operations: Because Ops Still Happens
- 1. Self-Service Operations: Because Ops Still Happens Damon Edwards @damonedwards May 4, 2017
- 3. Tell us where you see things going
- 4. Tell us where you see things going
- 5. Tell us where you see things going It’s Austin. Stir it up, man.
- 6. 3 things I know about DevOps in 2017….
- 7. 1. Stop saying DevOps doesn’t have a definition
- 8. 1. Stop saying DevOps doesn’t have a definition 2010 2014
- 9. 1. Stop saying DevOps doesn’t have a definition 2010 2014 2016
- 10. 2. Deployment is a solved problem
- 11. 3. Operations is struggling with DevOps *(in organizations who have reached a significant size and business scale)
- 12. Understand what Operations is dealing with…
- 13. Operations is getting squeezed OpsBusiness Idea Shorter Time-to-Market Fast Feedback from Users Dev Ops Running Services Improved Quality Digital and DevOps Availability Auditing Security Compliance "Go faster!" "Open up!" "Be more secure!" "Be more reliable!"
- 14. Operations is getting squeezed OpsBusiness Idea Shorter Time-to-Market Fast Feedback from Users Dev Ops Running Services Improved Quality Digital and DevOps "Go faster!" "Open up!" Availability Auditing Security Compliance "Be more secure!" "Be more reliable!" Costs "Spend less!" "Do more!"
- 15. Operations is getting squeezed OpsBusiness Idea Shorter Time-to-Market Fast Feedback from Users Dev Ops Running Services Improved Quality Digital and DevOps "Go faster!" "Open up!" Availability Auditing Security Compliance "Be more secure!" "Be more reliable!" Costs "Spend less!" "Do more!" Ops is Difficult
- 16. What makes Operations so difficult?
- 17. Unplanned Work and Planned Work… by design! +
- 18. Unplanned Work undermines Planned Work
- 19. Planned + Unplanned = Expensive Context Switching Gerald Weinberg via Jeff Atwood https://blog.codinghorror.com/the-multi-tasking-myth/
- 20. Silos are everywhere ContextContext Work Task Work Task Work Task Work Task Queue Work Task Work Task Work Task Work Task Queue Work Task Work Task Silo A Silo B Work Task ! Handoffs ! Feedback
- 21. Silos are everywhere ContextContext Work Task Work Task Work Task Work Task Queue Work Task Work Task Work Task Work Task Queue Work Task Work Task Silo A Silo B Work Task ! Handoffs ! Feedback
- 22. Cross functional teams? ContextContext Work Task Work Task Work Task Work Task Queue Work Task Work Task Work Task Work Task Queue Team A Team B
- 23. Cross functional teams? Never enough to go around. ContextContext Work Task Work Task Work Task Work Task Queue Work Task Work Task Work Task Work Task Queue Team A Team B Context Work Task Work Task Work Task Work Task Queue ! Handoffs ! Handoffs Team C
- 24. Working in a complex system2
- 25. Complex System Working in a complex system2
- 26. Complex System Complex System interacting with a Working in a complex system2
- 27. Crushing Technical Debt 900 Dev 500 QA / App Sup. 200 Ops
- 28. Crushing Technical Debt 900 Dev 500 QA / App Sup. 200 Ops
- 29. Silos + Tool Evolution = Islands of Automation Puppet Chef Shell Scripts Data ETL PowershellScripts Network Management Monitoring Ansible Legacy Datacenter Automation ContainerManagement SQL Tools NewTools New Tools
- 30. Unplanned and planned work Silos are everywhere Its a complex system2 Crushing technical debt Islands of automation Again: What makes operations so difficult?
- 31. Unplanned and planned work Silos are everywhere Its a complex system2 Crushing technical debt Islands of automation Again: What makes operations so difficult? = Not enough time or people! +
- 32. “Self-Service Operations” to improve capacity Self-Service Operations "Consumer" "Producer" Define actions (optional) Execute actions Define actions (or vet actions) Control policies Build and Scale Allows definition, execution, and management control to be separated and moved to where most effective use of labor
- 33. Where to apply Self-Service Operations? +
- 34. Where to apply Self-Service Operations? + Less Impact (Mostly environment deployment) More Impact (Mostly incident response)
- 35. So let’s focus on incident response…
- 36. Two prevailing models of operations support Running Service “You build it. They run it.” “You build it. You run it.” Development Team Operations Team Dev Ops Integrated Delivery Team Running Service
- 37. Two prevailing models of operations support Running Service “You build it. They run it.” “You build it. You run it.” Development Team Operations Team Dev Ops Integrated Delivery Team Running Service
- 38. Two prevailing models of operations support Running Service “You build it. They run it.” “You build it. You run it.” Development Team Operations Team Dev Ops Integrated Delivery Team Running Service “two-pizza team”
- 39. “You build it. They run it.” (aka… the way it always was) It’s 2am …. It’s 2pm …. It’s the NOC… Talk them through: health checks, reviewing log files, and process of diagnosing and recovering the system. Same as you did for dev teams 2 months ago, QA teams last month, Ops during deploy last week, etc.
- 40. “You build it. They run it.” (aka… the way it always was) It’s 2am …. It’s 2pm ….
- 41. “You build it. They run it.” (aka… the way it always was) It’s 2am …. It’s 2pm …. It’s Ops… “Will your applications be affected if we take down EU-West?” “Is it ok if we change these firewall rules?” “We are getting customer complaints about performance. Are you sure you didn’t change something?”.
- 42. “You build it. They run it.” (aka… the way it always was) Running Service Development Team Operations Team
- 43. “You build it. They run it.” (aka… the way it always was) Running Service Development Team Operations Team
- 44. “You build it. You run it.” Dev Ops Integrated Delivery Team
- 45. “You build it. You run it.” Dev Ops Integrated Delivery Team Running Service Running Service Running Service Running Service Running Service Running Service ? Incident!! Incident!! What would happen if… New feature!! New feature!! New API!!
- 46. “You build it. You run it.” Dev Ops Integrated Delivery Team Running Service Running Service Running Service Running Service Running Service Running Service ? Incident!! Incident!! What would happen if… New feature!! New feature!! New API!! Running Service Add this to your responsibilities!
- 47. “You build it. You run it.” Dev Ops Integrated Delivery Team Running Service Running Service Running Service Running Service Running Service Running Service ? Incident!! Incident!! What would happen if… New feature!! New feature!! New API!! Running Service Add this to your responsibilities! Running Service Add this to your responsibilities!
- 48. “You build it. You run it.” Dev Ops Integrated Delivery Team Running Service Running Service Running Service Running Service Running Service Running Service ? Incident!! Incident!! What would happen if… New feature!! New feature!! New API!! Running Service Add this to your responsibilities! Running Service Add this to your responsibilities! Running Service Add this to your responsibilities!
- 49. “You build it. You run it.” Dev Ops Integrated Delivery Team Running Service Running Service Running Service Running Service Running Service Running Service ? Incident!! Incident!! What would happen if… New feature!! New feature!! New API!! Running Service Add this to your responsibilities! Running Service Add this to your responsibilities! Running Service Add this to your responsibilities! Running Service Add this to your responsibilities!
- 50. “You build it. You run it.” Dev Ops Integrated Delivery Team Running Service Running Service Running Service Running Service Running Service Running Service ? Incident!! Incident!! What would happen if… New feature!! New feature!! New API!! Running Service Add this to your responsibilities! Running Service Add this to your responsibilities! Running Service Add this to your responsibilities! Running Service Add this to your responsibilities!
- 51. “You build it. You run it.” Dev Ops Integrated Delivery Team Running Service Running Service Running Service Running Service Running Service Running Service ? Incident!! Incident!! What would happen if… New feature!! New feature!! New API!! Running Service Add this to your responsibilities! Running Service Add this to your responsibilities! Running Service Add this to your responsibilities! Running Service Add this to your responsibilities! “two-pizza teams”? Just change how business is structured, funded, and operated.
- 52. Self-Service Operations lets you…
- 53. Have the labor scaling benefits of “you build it, they run it” without the frequent escalations the bad handoffs Self-Service Operations lets you…
- 54. Have the labor scaling benefits of “you build it, they run it” without the frequent escalations the bad handoffs Self-Service Operations lets you… Have the responsiveness/control of “you build it, you run it” without the scaling limitations
- 55. Step 1: Establish a Secure Ops Hub
- 56. Step 2: Establish a SDLC for Ops Procedures
- 57. Step 3: Connect with Enterprise Management Systems
- 58. Who created the procedure? Who reviewed it? Who? When? Where? Approval trail? Step 4: Make Compliance Really Happy
- 59. Improve response time and reduce escalations Finish Deliverables Interrupt Interrupt ? ? ? ? Interrupt X "Too busy" "We're late!" Start Deliverables Fromcurrentproduction Finish Deliverables Interrupt ? ? ? ? Start Deliverables Fromcurrentproduction "This looks important"Interrupt ✔ Delivery Team (L2, L3) Delivery Team (L2, L3) NOC NOC NOC NOC NOC NOC NOC NOC Previously delivered Rundeck Jobs Old Model New Model
- 60. Improve response time and reduce escalations Finish Deliverables Interrupt Interrupt ? ? ? ? Interrupt X "Too busy" "We're late!" Start Deliverables Fromcurrentproduction Finish Deliverables Interrupt ? ? ? ? Start Deliverables Fromcurrentproduction "This looks important"Interrupt ✔ Delivery Team (L2, L3) Delivery Team (L2, L3) NOC NOC NOC NOC NOC NOC NOC NOC Previously delivered Rundeck Jobs Old Model New Model
- 61. Tightens feedback loops Self-Service Operations "Consumer" "Producer" Define actions (optional) Execute actions Define actions (or vet actions) Control policies Build and Scale
- 62. Enables Ops managers to focus on creating value Self-Service Operations "Consumer" "Producer" Define actions (optional) Execute actions Define actions (or vet actions) Control policies Build and Scale Manager Old mindset: Protect capacity Say “no” New mindset: Scaling service Get more users
- 63. Example of putting these types of principles to work Mark Maun Jody Mulkey Justin Dean Sources: https://www.youtube.com/watch?v=_hr4KiB19bQ http://rundeck.org/stories/mark_maun.html Ticketmaster’s “Support at the Edge” model
- 64. Example of putting these types of principles to work Mark Maun Jody Mulkey Justin Dean Sources: https://www.youtube.com/watch?v=_hr4KiB19bQ http://rundeck.org/stories/mark_maun.html Ticketmaster’s “Support at the Edge” model • Automated Ops procedures written/vetted by the delivery teams
- 65. Example of putting these types of principles to work Mark Maun Jody Mulkey Justin Dean Sources: https://www.youtube.com/watch?v=_hr4KiB19bQ http://rundeck.org/stories/mark_maun.html Ticketmaster’s “Support at the Edge” model • Automated Ops procedures written/vetted by the delivery teams • Ops remained in full control of what can run and security policy
- 66. Example of putting these types of principles to work Mark Maun Jody Mulkey Justin Dean Sources: https://www.youtube.com/watch?v=_hr4KiB19bQ http://rundeck.org/stories/mark_maun.html Ticketmaster’s “Support at the Edge” model • Automated Ops procedures written/vetted by the delivery teams • Ops remained in full control of what can run and security policy • Empowered support teams with self-service ops tasks
- 67. Example of putting these types of principles to work Mark Maun Jody Mulkey Justin Dean Sources: https://www.youtube.com/watch?v=_hr4KiB19bQ http://rundeck.org/stories/mark_maun.html Ticketmaster’s “Support at the Edge” model • Automated Ops procedures written/vetted by the delivery teams • Ops remained in full control of what can run and security policy • Empowered support teams with self-service ops tasks • Empowered developers with limited self-service operations
- 68. Example of putting these types of principles to work Mark Maun Jody Mulkey Justin Dean Sources: https://www.youtube.com/watch?v=_hr4KiB19bQ http://rundeck.org/stories/mark_maun.html Ticketmaster’s “Support at the Edge” model • Automated Ops procedures written/vetted by the delivery teams • Ops remained in full control of what can run and security policy • Empowered support teams with self-service ops tasks • Empowered developers with limited self-service operations • Combined with new incident response model
- 69. Better for the business and a better way to work 90% Reduction in MTTR 50% Reduction in escalations 55% Reduction of overall support costs
- 70. Recap Move definition, execution, and management controls to where best use of labor Understand the pressures on Ops Explicit investment in process and tooling OpsBusiness Idea Shorter Time-to-Market Fast Feedback from Users Dev Ops Running Services Improved Quality Digital and DevOps "Go faster!" "Open up!" Availability Auditing Security Compliance "Be more secure!" "Be more reliable!" Costs "Spend less!" "Do more!" Ops is Difficult Self-Service Operations "Consumer" "Producer" Define actions (optional) Execute actions Define actions (or vet actions) Control policies Build and Scale Self-Service Operations Pattern