Observability - From fire fighting to smoke detection

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The document discusses how observability is important for transitioning from a reactive "fire fighting" approach to a preventative "smoke detection" approach when issues arise. It advocates implementing dashboards to monitor key metrics, improving logging for easier issue isolation, refining alerts to reduce noise, and learning from past issues to implement processes that catch problems earlier through techniques like risk assessment and testing. The overall message is that observability tools and processes can help engineering teams shift from reacting to issues to detecting potential problems before they impact customers.

Technology

THE IMPORTANCE OF
OBSERVABILITY
From Fire Fighting to Smoke Detection
@ShaneCarroll84

OBSERVABILITY
IS LIKE A FITNESS TRACKER,
BUT FOR 
YOUR SYSTEM
@ShaneCarroll84

Track content opens, clicks,
views, interactions…
Get this data and send it on 
for other teams.
MACGYVER’S JOB?
@ShaneCarroll84

CHALLENGES
Considerable amount of old
enterprise environments…
Ancient systems that are 
not easily testable.
@ShaneCarroll84

IMPACT OUR
TEAM?
HOW DID THE LACK OF
OBSERVABILITY
@ShaneCarroll84

IT ALL STARTED
WITH A BUG…
Missing a large number of
tracking events for one
customer… 🤔
A customer is telling us we’ve 
a problem with our system.
@ShaneCarroll84

WE WERE IN FIRE
FIGHTING MODE
Scrambling to try ﬁnd the 
cause of the issue…
Don’t know the full impact,
causing stress for the team.
@ShaneCarroll84

LET’S LOOK 
AT THE LOGS…
Logs were noisy and not easily
searchable…
Not all useful information to
help isolate the issue was
logged.
@ShaneCarroll84

MACGYVER, 
WE HAVE A PROBLEM
Issue with titles containing
special characters… 🤦
Lots of customers impacted 
and over a million tracking 
events lost.
@ShaneCarroll84

WHY DID WE NOT
GET AN ALERT?
IT WAS LOST IN 
A SEA OF ALERTS.
@ShaneCarroll84

OUR PROCESS 
WAS BROKEN!
Took weeks to gather missing
data and reprocess events…
Problem continued to impact
customers and other teams.
@ShaneCarroll84

WE DIDN’T KNOW OUR
SYSTEM’S HEALTH
What can we learn from this?
Use a bad experience such 
as a bug to learn from 
and spark change.
@ShaneCarroll84

WHEN YOU LOOK AT YOUR
CURRENT SYSTEM,
HOW DO YOU KNOW
IT’S HEALTHY?
@ShaneCarroll84

TESTING 
AT POPPULO
Rob Meaney, Head of Testing
CODS model
10 P’s of Testability
@ShaneCarroll84

LEARNING REVIEW
Detection Impact
Isolation Fix & Retest
Repair Minimise Impact
Prevention
@ShaneCarroll84

THREE AMIGOS
George Dinwiddie ﬁrst came up
with this strategy in his blog.
The Three Amigos – Product,
Developer, and Tester – discuss
the new feature
@ShaneCarroll84

THREE AMIGOS
Allow for discussion on risk
before beginning work on a
feature…
We now ‘Three Amigo’ each
new story before beginning any
new development.
@ShaneCarroll84

REFINING ALERTS
Reduce noise and only alert on
what is important to the team.
Entire team takes responsibility
for investigating and ﬁxing
alerts.
@ShaneCarroll84

DAILY STAND-UP
We changed our standup, to
include a new question…
Small change but now it’s part
of our team process!
Any new alerts today?
@ShaneCarroll84

IMPROVED LOGGING
Removed noise.
Logged everything that helped
isolate potential issues.
Used structured logging.
@ShaneCarroll84

DASHBOARDS
Identiﬁed critical metrics
Highlight failures
Show trends
Added important tests to the
dashboard
@ShaneCarroll84

WATCHING TV 
AT WORK
Why invest time and effort into
monitoring tools if no one looks
at them?
Dashboards are now in constant
view!
@ShaneCarroll84

BUT BE CAREFUL
Don’t introduce a dependency
in your system when adding
monitoring tools!
@ShaneCarroll84

SMOKE DETECTION
MODE ACTIVATED
Risk is discussed early.
Alerts are raised and actioned.
Dashboards show our critical
metrics.
@ShaneCarroll84

SMOKE DETECTION
MODE ACTIVATED
Investigating logs and isolating
issues is easier.
Quickly see who's impacted.
Replay scripts are available.
@ShaneCarroll84

HOW DO YOU GO FROM FIRE
FIGHTING TO SMOKE
DETECTION?
LEARN FROM THE FIRE!
@ShaneCarroll84

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Observability - From fire fighting to smoke detection

1. THE IMPORTANCE OF OBSERVABILITY From Fire Fighting to Smoke Detection @ShaneCarroll84

2. WHAT IS OBSERVABILITY? @ShaneCarroll84

3. DASHBOARDS @ShaneCarroll84

4. KEY METRICS @ShaneCarroll84

5. OBJECTIVES @ShaneCarroll84

6. ALERTS @ShaneCarroll84

7. OBSERVABILITY IS LIKE A FITNESS TRACKER, BUT FOR  YOUR SYSTEM @ShaneCarroll84

10. Track content opens, clicks, views, interactions… Get this data and send it on  for other teams. MACGYVER’S JOB? @ShaneCarroll84

11. CHALLENGES Considerable amount of old enterprise environments… Ancient systems that are  not easily testable. @ShaneCarroll84

12. IMPACT OUR TEAM? HOW DID THE LACK OF OBSERVABILITY @ShaneCarroll84

13. IT ALL STARTED WITH A BUG… Missing a large number of tracking events for one customer… 🤔 A customer is telling us we’ve  a problem with our system. @ShaneCarroll84

14. WE WERE IN FIRE FIGHTING MODE Scrambling to try ﬁnd the  cause of the issue… Don’t know the full impact, causing stress for the team. @ShaneCarroll84

15. @ShaneCarroll84

16. LET’S LOOK  AT THE LOGS… Logs were noisy and not easily searchable… Not all useful information to help isolate the issue was logged. @ShaneCarroll84

17. MACGYVER,  WE HAVE A PROBLEM Issue with titles containing special characters… 🤦 Lots of customers impacted  and over a million tracking  events lost. @ShaneCarroll84

18. WHY DID WE NOT GET AN ALERT? IT WAS LOST IN  A SEA OF ALERTS. @ShaneCarroll84

19. OUR PROCESS  WAS BROKEN! Took weeks to gather missing data and reprocess events… Problem continued to impact customers and other teams. @ShaneCarroll84

20. WE DIDN’T KNOW OUR SYSTEM’S HEALTH What can we learn from this? Use a bad experience such  as a bug to learn from  and spark change. @ShaneCarroll84

21. WHEN YOU LOOK AT YOUR CURRENT SYSTEM, HOW DO YOU KNOW IT’S HEALTHY? @ShaneCarroll84

22. TESTING  AT POPPULO Rob Meaney, Head of Testing CODS model 10 P’s of Testability @ShaneCarroll84

23. LEARNING REVIEW Detection Impact Isolation Fix & Retest Repair Minimise Impact Prevention @ShaneCarroll84

24. SHARE LEARNINGS @ShaneCarroll84

25. RISK @ShaneCarroll84

26. THREE AMIGOS George Dinwiddie ﬁrst came up with this strategy in his blog. The Three Amigos – Product, Developer, and Tester – discuss the new feature @ShaneCarroll84

27. THREE AMIGOS Allow for discussion on risk before beginning work on a feature… We now ‘Three Amigo’ each new story before beginning any new development. @ShaneCarroll84

28. REFINING ALERTS Reduce noise and only alert on what is important to the team. Entire team takes responsibility for investigating and ﬁxing alerts. @ShaneCarroll84

29. DAILY STAND-UP We changed our standup, to include a new question… Small change but now it’s part of our team process! Any new alerts today? @ShaneCarroll84

30. IMPROVED LOGGING Removed noise. Logged everything that helped isolate potential issues. Used structured logging. @ShaneCarroll84

31. UNSTRUCTURED LOGS @ShaneCarroll84

32. UNSTRUCTURED LOGS @ShaneCarroll84

33. VISUALISATIONS @ShaneCarroll84

34. DASHBOARDS Identiﬁed critical metrics Highlight failures Show trends Added important tests to the dashboard @ShaneCarroll84

35. KEY METRICS @ShaneCarroll84

36. COMPARE DATA @ShaneCarroll84

37. DRILL-DOWN @ShaneCarroll84

38. LIVE ARCHITECTURE @ShaneCarroll84

39. WATCHING TV  AT WORK Why invest time and effort into monitoring tools if no one looks at them? Dashboards are now in constant view! @ShaneCarroll84

40. TRACING @ShaneCarroll84

41. TRACING @ShaneCarroll84

42. BUT BE CAREFUL Don’t introduce a dependency in your system when adding monitoring tools! @ShaneCarroll84

43. PERFORMANCE TESTS @ShaneCarroll84

44. PERFORMANCE TESTS @ShaneCarroll84

45. CLIENT-SIDE ERRORS @ShaneCarroll84

46. CLIENT-SIDE ERRORS @ShaneCarroll84

47. CLIENT-SIDE ERRORS @ShaneCarroll84

48. CLIENT-SIDE ERRORS @ShaneCarroll84

49. IN-HOUSE TOOLS @ShaneCarroll84

50. IN-HOUSE TOOLS @ShaneCarroll84

51. IN-HOUSE TOOLS @ShaneCarroll84

52. SMOKE DETECTION MODE ACTIVATED Risk is discussed early. Alerts are raised and actioned. Dashboards show our critical metrics. @ShaneCarroll84

53. SMOKE DETECTION MODE ACTIVATED Investigating logs and isolating issues is easier. Quickly see who's impacted. Replay scripts are available. @ShaneCarroll84

54. HOW DO YOU GO FROM FIRE FIGHTING TO SMOKE DETECTION? LEARN FROM THE FIRE! @ShaneCarroll84

55. THANK YOU! @ShaneCarroll84

Observability - From fire fighting to smoke detection

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