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Less Alarming Alerts

/ Robert Treat
Hello /@robtreat2

Former

• Web Developer
• SysAdmin
• Database Administrator
Hello /@robtreat2

Now
COO @OMNITI
Hello /@robtreat2

Who Cares What Some Suite Thinks?
Hello /@robtreat2

Phantom Pages
Memory Lane / @robtreat2

Benny
Memory Lane / @robtreat2

MyFirstPager
Memory Lane / @robtreat2

Multiple Rotations
Memory Lane / @robtreat2

always available, phone only
no pager for 1.5 years
Why God Why?

paging is useful
“broken systems should not be
just another day at the office”
-- me
Why God Why?

paging is useful

Who has ever gotten an alert and ignored it?
(/me looks at alert, says “oh, it’ll probably recover, no need to look further”)
Why God Why?

paging is useful

How many alerts were received in the past
week that were not actionable?
(no human action was required)
Why God Why?

paging CAN BE useful
Can We Fix It?

how to improve?
Can We Fix It?

sales@omniti.com

we offer operationally focused services to
help build and manage your infrastructure

:-)
Terms

•

Metrics

•

(anything which can be measured)
Terms

•
•

Metrics

•

(anything which can be measured)

Graphs

•

(trending systems)
Terms

•
•
•

Metrics

•

(anything which can be measured)

Graphs

•

(trending systems)

Notices / Alerts

•

(notification of event; email)
Terms

•
•
•
•

Metrics

•

(anything which can be measured)

Graphs

•

(trending systems)

Notices / Alerts

•

(notification of event; email)

ALARMS

•

(wake’n you up; pages)
Terms

•
•
•
•

Metrics

•

(anything which can be measured)

Graphs

•

(trending systems)

Notices / Alerts

•

(notification of event; email)

ALARMS

•

(wake’n you up; pages)
Onward and Upward

If you want to improve
your alerts

think in terms your business can get on
board with
Onward and Upward

for every alert you receive

What is the business impact of this alert?
Onward and Upward

for every alert you receive

What is the remediation for this alert?
Onward and Upward

remediation:

•
•
•
•

Summarize the problem
What was done to solve the problem?
Who was notified?
Can this be prevented?
Onward and Upward

send the answer to these questions
to everyone on the team
every time
Onward and Upward

•
•
•

Knowledge Transfer
Gaps Exposed
Patterns will emerge
Onward and Upward

you might be a bad alert

•
•
•
•

cannot determine business impact
no remediation necessary
no one needs to be told
work arounds are available
Onward and Upward

in case of bad alarm

•
•
•

remove the alarm
convert the alarm to an alert
implement fixes
Onward and Upward

if you can’t fix it, you don’t
need to wake up for it
Onward and Upward

if it can wait until morning,
you don’t need to wake up
for it
Onward and Upward

pro tip:
never let anyone add an alarm
unless they can answer these
questions first
Can We Really Do This?

this is partially an organizational issue
Can We Really Do This?

thought exercise:
if you launched a new web site today,
you really only need one alarm
Can We Really Do This?

“I don’t care if my servers are on fire,
as long as I am still making money”
-- Kevin, actual OmniTI customer
This sounds good but...

Most SA/SRE types want to be
pro-active, not re-active.
ie. alarm on leading indicators, not on
problems
This sounds good but...
Carrie: I-I'm just making sure we don't get hit again.
Saul: Well, I'm glad someone's looking out for us, Carrie.
Carrie: I'm serious. I-I missed something once before, I
won't... I can't let that happen again.
Saul: It was ten years ago. Everyone missed something
that day.
Carrie: Yeah, everyone's not me.
Based On A True Story

site down: monitor was checking 200
response code. failed to notice
absence of response code.
easily fixed, but reactive
Based On A True Story

“root cause” ==> OOM
why don’t we alarm on OOM?
OOM does not consistently cause outages
Based On A True Story

too many false positives leads to
ignoring alarms
Digression
Görges M, Markewitz BA, Westenskow DR
Improving Alarm Performance In The Medical Intensive Care Unit Using Delays and Clinical Context
http://www.ncbi.nlm.nih.gov/pubmed/19372334

“In an intensive care unit, alarms are used to call attention to a patient, to alert a change in the
patient's physiology, or to warn of a failure in a medical device; however, up to 94% of the
alarms are false.”

Friendman, Naparstek, Taussing-Rubbo,
Alarmingly Useless, The Case For Banning Car Alarms In NYC
http://transalt.org/files/news/reports/caralarms/report.pdf

Blackstone, Buck, Hakim
Evaluation of alternative policies to combat false emergency calls
http://isc.temple.edu/economics/wkpapers/Pubs/FalsePolicy.pdf

Wickens, Rice, Keller, Hutchins, Hughes, Clayton
False Alerts in Air Traffic Control Conflict Alerting System: Is There A Cry Wolf Effect?
http://www.tc.faa.gov/LOGISTICS/grants/pdf/2007/07-G-002.pdf
Digression

AESOP
The Boy Who Cried Wolf
Based On A True Story

•
•
•

send notice of OOM?
fix the cause of OOM?
make a useful alarm?
Based On A True Story

useful alarming

•
•
•
•

script that checks for OOM
restart app server when found
find offending process; kill it
spin up new node; kill old node

in the event all of these fail, send an alarm?
Based On A True Story

thought exercise:
if you launched a new web site today,
you really only need one alarm
In Conclusion

if we need software that runs 24x7, we should
design resiliency into our software,
not human intervention
In Conclusion

thinking doesn’t scale
especially at 2AM
In Conclusion

thanks!
more:
@robtreat2
@omniti
Less Alarming Alerts!

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