A Product Manager's Place in a DevOps World
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Today's world is a DevOps one, and as a Product Manager that means you're part of the dev team. As teams transition from building products to running services, you must adapt your role as teams embrace DevOps and create dedicated Site Reliability Engineering (SRE) teams. Consider these questions: What's your role during an incident? How do you communicate to customers? Are you incorporating reliability metrics into your product roadmap? The good news is, you can contribute to running services just as much as building products. In this talk, learn how Product Managers on the JIRA team contribute to incident management and review, support a green build culture, plan for reliability, and roll out features and experiments in a services-first world. Dave Meyer, Senior Product Manager, Atlassian
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A Product Manager's Place in a DevOps World
- 1. A Product Manager’s Place In a DevOps World DAVE MEYER | SENIOR PRODUCT MANAGER | ATLASSIAN | @D_MEYER
- 2. What does a product manager do? BIG HAIRY QUESTION
- 4. Tech. Sgt. Brad Fallin, U.S. Air Force; Source (https://commons.wikimedia.org/wiki/File:F-15C.jpg)
- 5. National Aeronautics and Space Administration (NASA); Source (https://commons.wikimedia.org/wiki/File:STSCPanel.jpg)
- 6. Gus Pasquarella; Source (https://commons.wikimedia.org/wiki/File:Hindenburg_burning,_1937.jpg)
- 7. What does a product manager care about? BIG HAIRY QUESTION #2
- 8. Looking good BIG HAIRY QUESTION #2 Customers
- 10. Lasse Fuss; Source (https://commons.wikimedia.org/wiki/File:Lufthansa_A380_D-AIMA-1.jpg)
- 11. DevOps Collaboration between dev and IT SRE Site Reliability Engineering DevOps vs SRE
- 12. BEN TRAYNOR, GOOGLE SRE is what happens when a software engineer is tasked with operations “Keys to SRE”
- 13. All product teams are ops teams now
- 14. Keep the thing running SHIP FEATURES PM DEV TEAM GET FEEDBACK SHIP MORE FEATURES (ship features)
- 15. (Re)align your priorities Source (https://commons.wikimedia.org/wiki/File:KC-97G_Illinois_ANG_refueling_F-100C_DC_ANG_1964.jpg)
- 16. Your tactics Reliability as a feature Support the culture Managing incidents
- 17. You own features all the way to release, then past release, then forever. Nessy-Pic; Source (https://commons.wikimedia.org/wiki/File:Caernarfon_Castle_Walls.jpg)
- 18. If you can’t measure it, you can’t improve it it’s probably broken and your customers are tweeting about it.
- 19. Error rates Is there a new problem in the system? What dev teams measure in production Performance Is the system running at the same speed? Behavior Are the things we expect users to do happening?
- 20. Behavior Are the things we expect users to do happening? Error rates Is there a new problem in the system? Performance Is the system running at the same speed? Alerting Do you know about it? What dev teams measure in production
- 24. Something bad 403 errors in project creation have spiked!
- 28. React in minutes MTTR is the key to happy customers Wait for support Support response time is the key to happy customers
- 29. RELIABILITY AS A FEATURE: PERFORMANCE How Apdex changed JIRA Cloud
- 30. What is Apdex? GOOD REQUESTS 0.5(OK REQUESTS) TOTAL REQUESTS 0 - 1
- 31. RUF breakdown 🐶 0 0.125 0.25 0.375 0.5 January 15 Feb Mar Apr May Jun July Aug Sep Oct Nov Dec Jan 16 33.8% 31.3% 31.1% 32.8% 30.3% 31.5% 34.5% 33.5% 32.8% 28.8% 19.2% 16.7% 16.8% 41.7% 41% 41.8% 43.7% 40% 43.9% 43.1% 42.1% 43.7% 39.7% 43.1% 43.9% 42.8% 20.3% 21.8% 21% 19.5% 20.4% 19.5% 18% 20% 15.8% 15.4% 9.5% 8.1% 7.9% Reliability Usability Functionality
- 32. Performance Mentions vs Apdex 0 0.175 0.35 0.525 0.7 4.5% 9% 13.5% 18% January 15 Feb Mar Apr May Jun July Aug Sep Oct Nov Dec Jan 16 % Mention Apdex
- 33. JIRA Cloud performance is now reasonable instead of feeling like grandmother’s old laptop. JIRA CLOUD CUSTOMER
- 34. NPS ++ RELIABILITY AS A FEATURE: PERFORMANCE
- 35. RELIABILITY AS A FEATURE Balancing your roadmap
- 36. Your tactics Reliability as a feature Support the culture Managing incidents
- 37. Release Roll-out End-to-end involvement Post-release Incident management Pre-release Operational readiness
- 38. Have a checklist Processes build confidence Pair with an expert Discuss impact of features on performance and error rates with SRE Document your decisions Make sure nobody is in the dark Are you ready to release?
- 39. Operational Readiness: Credo We automatically clone this template for every new service at Atlassian.
- 41. We made PMs become service owners, otherwise they just pay lip service to operational excellence. PAUL SLADE, ATLASSIAN IDENTITY HEAD OF ENGINEERING
- 42. Tomorrow Checklist-zero Today Checklists are better than prayers
- 43. Feature flags Separating “deploying the code” from “reeleasing the change” Allow quick iteration Encourage PMs to plan iterative rollouts
- 47. Have a checklist Processes build confidence Pair with an expert Discuss impact of features on performance and error rates with SRE Document your decisions Make sure nobody is in the dark Are you ready to release?
- 48. Have a checklist Processes build confidence Pair with an expert Discuss impact of features on performance and error rates with SRE Document your decisions Make sure nobody is in the dark Are you ready to release?
- 51. Your tactics Reliability as a feature Support the culture Managing incidents
- 52. An event which causes disruption to or a reduction in the quality of services and customer productivity. WHAT IS AN INCIDENT?
- 53. If it affects customers, it’s your problem. WHY DO YOU CARE?
- 55. Know your role. INCIDENT MANAGEMENT FOR PRODUCT MANAGERS
- 58. Your job is not to fix it. You own the customer relationship.
- 59. Assess Help dev and SRE understand impact Communicate Own customer communications A PM during an incident
- 65. Responsible Even when it’s not your fault, it’s your fault. Clear No BS Active What are you doing about it? Empathetic Respect the customer Great customer communication
- 68. What a successful PIR looks like
- 69. Summary Tell me what happened. Root cause Tell me exactly why it happened. Actions Tell me how you’re going to make sure it doesn’t happen again. What a successful PIR looks like
- 70. “Business value” is so much more than features THE PM IN THE DEVOPS WORLD
- 71. DAVE MEYER | SENIOR PRODUCT MANAGER | ATLASSIAN | @D_MEYER 🎊Thanks🎊