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From Hero to Zero
Velocity 2014
Jennifer Davis @sigje
Automation Engineer
June 25, 2014
Goals
• Communication – Conversations, Email, Twitter
• Email: sigje@getchef.com
• Twitter: @sigje
• DevOpsDays Silicon Va...
Agenda
• What – Current Industry Practices?
• Why – Impact of working heroically?
• Mythology
• Changes
Hi. I’m Jennifer.
Formula for Suc(str)ess
• Start new job
• Work hard to prove self
• Become more efficient,
take on more
responsibility
• L...
The Cure?
• Documentation
• Checklists
• Shell scripts for situation X
I was wrong.
Zero to Hero + DevOps
Hero
•  Someone who in the face of danger and adversity or from a position of weakness
displays courage and the will for s...
Hero
•  Someone who in the face of danger and adversity or from a position of weakness
displays courage and the will for s...
Hero
•  Someone who in the face of danger and adversity or from a position of weakness
displays courage and the will for s...
“A hero is someone who has given his or her life to
something bigger than oneself.”
Joseph Campbell
Workplace Usage
•  Gone the extra mile
•  Worked really late hacking up a solution
•  Spent all weekend
•  Virtue of the q...
Results in ..
• Degradation in relationships
Results in ..
•  Degradation in relationships
• Sleep deprivation
• Degradation of productivity
• Degradation of creativit...
Results in ..
•  Degradation in relationships
•  Sleep deprivation
•  Degradation of productivity
•  Degradation of creati...
Results in ..
•  Degradation in relationships
•  Sleep deprivation
•  Degradation of productivity
•  Degradation of creati...
Results in ..
•  Degradation in relationships
•  Sleep deprivation
•  Degradation of productivity
•  Degradation of creati...
Walter Reed Army Institute of Research study
• Sleep deprivation impacts the brain consistent with
mild prefrontal lobe dy...
Loss of Self Confidence
•  Erin Callan, Lehman Brothers CFO September
2007 – June 2008
•  “I did not know how to value who...
6 Areas resulting in Burnout
•  Work overload
•  Lack of control over work
•  Insufficient rewards
•  Workplace community ...
Fatigue Syndrome – Marie Asberg
Exhaustion Funnel
Marie Asberg
Senior Professor, Karolinska Institute in
Stockholm
Metrics of Fatigue Syndrome?
• # of bottles of hard alcohol/week purchased
RescueTime – Successful Vacation!
Why 40 hour work week?
•  “8 for work, 8 for sleep, 8 for what we will”
•  12 years of experimentation by Henry Ford
•  <4...
Productivity over Time
Crunching
https://www.secret.ly/p/oucqgddjyxfsmwyzromgzwjqrx
Workplace Environment
“The biggest issue with railroad workers is
fatigue, not pay. We are paid very well. But
we sacrific...
NTSB Asiana Airlines Flight 214
Why did this airplane crash while executing a
visual approach on a clear day?
• Increased ...
Celebrate being Wrong
• It’s human. No need for humiliation.
• De-escalation of all our holy wars.
• Freedom to experiment...
Rites of passage – Junior to Senior
• Ability to listen.
• Freedom to speak.
• Creation of open and transparent environmen...
Exploring Our Myths
Superman
Flash
Aquaman
Hulk
Steel
Michael Donovan:https://www.flickr.com/photos/johnmcnab/5499490056/
Batman
EMPTY
• Relating through role.
• Defining a person by a role.
• Handing off expectations.
• Siloing!
Our Path
5 conditions of “happy” work environment
• Freedom
• Challenge
• Education
• Positive atmosphere
• Personally meaningful c...
The Path
Communication – Identify your Team
• Common goal.
• Different roles.
• Diversity of views.
• Same objective.
Identify YOUR state
Explicit Vision/Mission Statement
• Have you evaluated the options?
• EVERYONE on the same page?
Vision Statement
• Clear statement about the problem
• Direction
• Identity management
• Team cohesion
https://www.flickr....
Identify YOUR state
• Work Visualization
• Method of tracking work
• Communicate status
• Measure progress
• Identified bo...
Identify YOUR state
• Artifact Repository
• Source Control
Identify YOUR state
• Infrastructure as code
• Subject Matter Expert?
• Bus number?
Identify YOUR state
• Documentation as code
Evan Goer
https://www.youtube.com/watch?v=mEvvc80ZYU8
Identify your state
• Local development
•  Vagrant
•  VMWare or VirtualBox
•  Chef (or configuration management of choice)...
Identify your state
• Testing
• Monitoring
• Actionable?
Identify your state
• Pipeline
• Local development
• Tested locally
• Commit only_if works
• Jenkins (or other continuous ...
Individuals empowered to do work and understand
consequences.
•  Freedom
•  Challenge
•  Education
•  Personal meaningful ...
Summary
Review
•  What – Current Industry Practices?
•  Why – Impact of working heroically?
•  Mythology
•  Changes
And now for the AH...
AH – Your app makes me fat
“My goal for Serious Pony is to help all of us take
better care of our users. Not just while th...
EMPATHY
Thank You
•  #coffeeops
•  Linda Laubenheimer
•  Dave Dash
•  Greg Connor
•  Adele Shakal
•  DevOpsDays Pittsburgh
Thank You
Twitter: @sigje Email: sigje@getchef.com
More Presentations
•  Jeff Hackert “There I fixed It – Building Humane Automation Systems” Chef Conf
2014
•  Adam Jacob Ke...
References - Books
•  Being Wrong: Adventures in the Margin of Error Kathryn Schulz
•  What makes a Hero? The surprising S...
References - Web
•  http://railroadworkersunited.blogspot.com/2013/12/its-time-to-end-crew-fatigue-
and.html
•  http://rai...
References - Web
•  High Tempo, High Consequence. John Allspaw.
http://www.kitchensoap.com/2014/03/13/high-tempo-high-cons...
References - Web
•  Laws of Productivity -
http://lunar.lostgarden.com/Rules%20of%20Productivity.pdf
•  Psychology and Ind...
Velocity 2014 - From Hero to Zero
Velocity 2014 - From Hero to Zero
Velocity 2014 - From Hero to Zero
Velocity 2014 - From Hero to Zero
Velocity 2014 - From Hero to Zero
Velocity 2014 - From Hero to Zero
Velocity 2014 - From Hero to Zero
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Velocity 2014 - From Hero to Zero

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Incremental change and release often is the new mantra. A team of one may handle the operability implementation for an application. Work arounds are done to get things out the door “on time” to meet the agile requirements. This person is in the center of changes ensuring that monitoring, configuration, and service expectations are coordinated. As the velocity of change increases, this single point of failure leads to slow downs. The operations engineer is viewed as the “hero” due to working late nights or weekends to keep the service running as needed. This false hero role is not sustainable and creates a rigid environment of change aversion.

In this talk, Jennifer will describe paths to supporting complex project deployment and configuration from manual heroics to minimal intervention. She will describe tools but the concepts will be applicable regardless of environment. This is not a one size fit all solution but guidelines presented should help shape direction towards success.

Topics Covered:

Where are we?
Defining the job of Operations
Identifying achievable goals
Choosing tools
Measuring for success
The key takeaway from this talk will be to help practitioners see how to create a plan towards building a more reliable, consistent, and high-quality service.

Published in: Technology, Health & Medicine
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Velocity 2014 - From Hero to Zero

  1. 1. From Hero to Zero Velocity 2014 Jennifer Davis @sigje Automation Engineer June 25, 2014
  2. 2. Goals • Communication – Conversations, Email, Twitter • Email: sigje@getchef.com • Twitter: @sigje • DevOpsDays Silicon Valley Open Spaces • Twitter: #coffeeops Chromatic Coffee • Collaboration • http://burnout.io
  3. 3. Agenda • What – Current Industry Practices? • Why – Impact of working heroically? • Mythology • Changes
  4. 4. Hi. I’m Jennifer.
  5. 5. Formula for Suc(str)ess • Start new job • Work hard to prove self • Become more efficient, take on more responsibility • Locked in to expectations built on past performance
  6. 6. The Cure? • Documentation • Checklists • Shell scripts for situation X
  7. 7. I was wrong.
  8. 8. Zero to Hero + DevOps
  9. 9. Hero •  Someone who in the face of danger and adversity or from a position of weakness displays courage and the will for self sacrifice for some greater good of all humanity.
  10. 10. Hero •  Someone who in the face of danger and adversity or from a position of weakness displays courage and the will for self sacrifice for some greater good of all humanity. •  An ordinary someone who in extraordinary circumstances overcomes challenges.
  11. 11. Hero •  Someone who in the face of danger and adversity or from a position of weakness displays courage and the will for self sacrifice for some greater good of all humanity. •  An ordinary someone who in extraordinary circumstances overcomes challenges. •  Someone who performs extraordinary deeds for the benefit of others.
  12. 12. “A hero is someone who has given his or her life to something bigger than oneself.” Joseph Campbell
  13. 13. Workplace Usage •  Gone the extra mile •  Worked really late hacking up a solution •  Spent all weekend •  Virtue of the quality of brain numbing work
  14. 14. Results in .. • Degradation in relationships
  15. 15. Results in .. •  Degradation in relationships • Sleep deprivation • Degradation of productivity • Degradation of creativity • Mental acuity • Loss of empathy
  16. 16. Results in .. •  Degradation in relationships •  Sleep deprivation •  Degradation of productivity •  Degradation of creativity •  Mental acuity •  Loss of empathy • Dissatisfaction with job
  17. 17. Results in .. •  Degradation in relationships •  Sleep deprivation •  Degradation of productivity •  Degradation of creativity •  Mental acuity •  Loss of empathy •  Dissatisfaction with job • Loss of self confidence
  18. 18. Results in .. •  Degradation in relationships •  Sleep deprivation •  Degradation of productivity •  Degradation of creativity •  Mental acuity •  Loss of empathy •  Dissatisfaction with job •  Loss of self confidence NOT HEROISM!
  19. 19. Walter Reed Army Institute of Research study • Sleep deprivation impacts the brain consistent with mild prefrontal lobe dysfunction • Affects emotional intelligence, self-regard, sense of independence, empathy, quality of interpersonal relationships, positive thinking
  20. 20. Loss of Self Confidence •  Erin Callan, Lehman Brothers CFO September 2007 – June 2008 •  “I did not know how to value who I was versus what I did. What I did was who I was.” •  “drug addiction – except you’re getting tremendous positive reinforcement for what probably is really extremist behavior”
  21. 21. 6 Areas resulting in Burnout •  Work overload •  Lack of control over work •  Insufficient rewards •  Workplace community problems •  Lack of fairness – inequality of pay, promotions or workload •  Conflict between personal values and requirements of job. Sources: Christina Maslach,Ph.D. Professor of Psychology UC Berkeley, Michael Leiter, Ph.D., Director of the Centre for Organizational Research & Development
  22. 22. Fatigue Syndrome – Marie Asberg
  23. 23. Exhaustion Funnel Marie Asberg Senior Professor, Karolinska Institute in Stockholm
  24. 24. Metrics of Fatigue Syndrome? • # of bottles of hard alcohol/week purchased
  25. 25. RescueTime – Successful Vacation!
  26. 26. Why 40 hour work week? •  “8 for work, 8 for sleep, 8 for what we will” •  12 years of experimentation by Henry Ford •  <40 hours people weren’t working enough •  >60 hours gives a small productivity boost in short term •  Source: Laws of Productivity, 8 Productivity Experiments you don’t need to repeat. http://lunar.lostgarden.com/Rules%20of%20Productivity.pdf
  27. 27. Productivity over Time
  28. 28. Crunching
  29. 29. https://www.secret.ly/p/oucqgddjyxfsmwyzromgzwjqrx
  30. 30. Workplace Environment “The biggest issue with railroad workers is fatigue, not pay. We are paid very well. But we sacrifice our bodies and minds to work the long hours it takes to make the money, not to mention the high divorce rate, self- medicating, and stress.” John Paul Wright
  31. 31. NTSB Asiana Airlines Flight 214 Why did this airplane crash while executing a visual approach on a clear day? • Increased Complexity • Reliance on automation • Lack of understanding http://www.ntsb.gov/news/speeches/hart/hart140624o.html
  32. 32. Celebrate being Wrong • It’s human. No need for humiliation. • De-escalation of all our holy wars. • Freedom to experiment. • Shared experiences.
  33. 33. Rites of passage – Junior to Senior • Ability to listen. • Freedom to speak. • Creation of open and transparent environments. • Encourage everyone to have a voice.
  34. 34. Exploring Our Myths
  35. 35. Superman
  36. 36. Flash
  37. 37. Aquaman
  38. 38. Hulk
  39. 39. Steel
  40. 40. Michael Donovan:https://www.flickr.com/photos/johnmcnab/5499490056/ Batman
  41. 41. EMPTY
  42. 42. • Relating through role. • Defining a person by a role. • Handing off expectations. • Siloing!
  43. 43. Our Path
  44. 44. 5 conditions of “happy” work environment • Freedom • Challenge • Education • Positive atmosphere • Personally meaningful contribution “Follow your Bliss”: A process for Career Happiness Sheila J Henderson http://www.angelpersonnel.com.au/assets/Uploads/HendersonFollowyourbliss.pdf Journal of Counseling and Development Summer 2000 Volume 78
  45. 45. The Path
  46. 46. Communication – Identify your Team • Common goal. • Different roles. • Diversity of views. • Same objective.
  47. 47. Identify YOUR state Explicit Vision/Mission Statement • Have you evaluated the options? • EVERYONE on the same page?
  48. 48. Vision Statement • Clear statement about the problem • Direction • Identity management • Team cohesion https://www.flickr.com/photos/victor_lee/51041504
  49. 49. Identify YOUR state • Work Visualization • Method of tracking work • Communicate status • Measure progress • Identified boundaries
  50. 50. Identify YOUR state • Artifact Repository • Source Control
  51. 51. Identify YOUR state • Infrastructure as code • Subject Matter Expert? • Bus number?
  52. 52. Identify YOUR state • Documentation as code Evan Goer https://www.youtube.com/watch?v=mEvvc80ZYU8
  53. 53. Identify your state • Local development •  Vagrant •  VMWare or VirtualBox •  Chef (or configuration management of choice)? •  Team enabled?
  54. 54. Identify your state • Testing • Monitoring • Actionable?
  55. 55. Identify your state • Pipeline • Local development • Tested locally • Commit only_if works • Jenkins (or other continuous integration software)
  56. 56. Individuals empowered to do work and understand consequences. •  Freedom •  Challenge •  Education •  Personal meaningful contribution •  Positive environment
  57. 57. Summary
  58. 58. Review •  What – Current Industry Practices? •  Why – Impact of working heroically? •  Mythology •  Changes
  59. 59. And now for the AH...
  60. 60. AH – Your app makes me fat “My goal for Serious Pony is to help all of us take better care of our users. Not just while they are interacting with our app, site, product, but after. Not just because they are our users, but because they are people.” Kathy Sierra http://seriouspony.com/blog/2013/7/24/your-app-makes-me-fat
  61. 61. EMPATHY
  62. 62. Thank You •  #coffeeops •  Linda Laubenheimer •  Dave Dash •  Greg Connor •  Adele Shakal •  DevOpsDays Pittsburgh
  63. 63. Thank You Twitter: @sigje Email: sigje@getchef.com
  64. 64. More Presentations •  Jeff Hackert “There I fixed It – Building Humane Automation Systems” Chef Conf 2014 •  Adam Jacob Keynote – Chef Conf 2014 •  Evan Goer – Thinking of Documentation as Code https://www.youtube.com/ watch?v=mEvvc80ZYU8
  65. 65. References - Books •  Being Wrong: Adventures in the Margin of Error Kathryn Schulz •  What makes a Hero? The surprising Science of Selflessness •  Sources of Power: How People Make Decisions Gary Klein •  The Hard Thing About Hard Things: Building a Business Ben Horowitz •  Thrive: The Third Metric to Redefining Success and creating a life of well-being, wisdom, and wonder Arianna Huffington
  66. 66. References - Web •  http://railroadworkersunited.blogspot.com/2013/12/its-time-to-end-crew-fatigue- and.html •  http://railroadworkersunited.org •  “Follow your Bliss”: A process for Career Happiness Sheila J Henderson http://www.angelpersonnel.com.au/assets/Uploads/ HendersonFollowyourbliss.pdf Journal of Counseling and Development Summer 2000 Volume 78 •  Sleep deprivation reduces perceived emotional intelligence and constructive thinking skills. Killgore WD http://www.ncbi.nlm.nih.gov/pubmed/17765011 •  Your app is making me fat. Kathy Sierra http://seriouspony.com/blog/2013/7/24/your-app-makes-me-fat •  Burnout: The exhaustion funnel - http://mindfulnext.org/burnout-the-exhaustion-funnel/
  67. 67. References - Web •  High Tempo, High Consequence. John Allspaw. http://www.kitchensoap.com/2014/03/13/high-tempo-high-consequence/ •  Why Germany Dominates the U.S. in Innovation Dan Breznitz http://blogs.hbr.org/2014/05/why-germany-dominates-the-u-s-in-innovation/ •  Is there Life After Work? Erin Callan http://www.nytimes.com/2013/03/10/opinion/sunday/is-there-life-after-work.html? smid=pl-share&_r=0 •  Former Lehman CFO Erin Callan’s Never Going Back. Sheelah Kolhatkar http://www.businessweek.com/articles/2013-09-12/former-lehman-cfo-erin- callans-never-going-back •  Why Crunch modes doesn’t work: Six Lessons. Evan Robinson. http:// legacy.igda.org/why-crunch-modes-doesnt-work-six-lessons
  68. 68. References - Web •  Laws of Productivity - http://lunar.lostgarden.com/Rules%20of%20Productivity.pdf •  Psychology and Industrial Efficiency Hugo Munsterberg 1913 http:// psychclassics.yorku.ca/Munster/Industrial/chap17.htm

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