Skeptics in the Church of Data Getting Evangelical

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Presentation given at Zenoss GalaxZ'17 in Austin, TX. As Technology Professionals we're used to monitoring our systems' health to make sure they're behaving properly, but is that really what's important to our businesses? What can we change? Who in our organization can we partner with to drive that change? What tools can we use to make sure we serve the business properly? Practicing Empathy & Creating a Safe, Blameless learning environment for feedback allows us to shift monitoring to our business's needs and start the trend towards rapid innovation.

Technology

Skeptics in the Church of Data Getting Evangelical
AaronAldrich–CageData/VictorOps
@CrayZeigh#Galaxz17

© 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 2
Aaron Aldrich
@CrayZeigh
@cagedata
@victorops

© 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 3

© 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 4
incidents happen
and they suck

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we monitor
systems religiously

© 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 6
The Trinity of System Monitoring
• Thou shalt
monitor CPU
Usage
• Thou shalt
track processes
•Thou shalt
monitor disk
space
•Thou shalt
monitor I/Os
• Thou shalt
monitor
memory
availability
• Thou shalt
track activity
Process Memory Disk

© 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 7
sacraments
baptism
confession
repentance

© 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 8
100% uptime

© 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 10
monitoring
resources makes
sense when
tracking physical
system health

© 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 11
The New Data Center

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if you’re deciding
which alarms are
important, you have
too many

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start monitoring
business metrics

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revenue
courtesey Leon Fayer of OmniTI (@papa_fire)

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user latency
courtesey Leon Fayer of OmniTI (@papa_fire)

© 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 22
courtesey Leon Fayer of OmniTI (@papa_fire)
database performance

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courtesey Leon Fayer of OmniTI (@papa_fire)
decline rate (%)

© 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 24
how can I be a superhero?

© 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 25
“She doesn’t care whether or
not [the data center is literally
on fire] … just as long as his
ship’s coming in…”
-Cake, Italian Leather Sofa
(lightly interpreted)

© 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 26
have a chat with
your business

© 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 27
Spoiler Alert
90% of the
time you’ll
be listening

© 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 28
What happens on a normal day?
What happens on a good day?
What happens on a bad day?

© 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 29
If you could have insight
into one piece of the
organization, what would
it be?

© 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 30
listen to your business

© 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 31
context is crucial

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new allies become evangelists

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what about marketing?

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(https://blogs.adobe.com/digitalmarketing/wp-content/uploads/2015/10/laxalt-fig1.jpg)

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The Chasm
(Moore – Crossing the Chasm 1991)

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change conducted poorly will
break your organization

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strict change enforcement
creates unrest

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…harder than you think
…takes longer than you expect
…self-initiated
change is…

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1.Flow
2.Feedback
3.Continuous
Experimentation &
Learning
The Three Ways

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1.Flow
2.Feedback
3.Continuous
Experimentation &
Learning
The Three Ways

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-enables continuous improvement
Amplify Feedback Loops
You Them

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retrospectives

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invite the whole
business

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Reframe the goal:
we don’t want to find out what
should have happened, we want to
learn how to improve.

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blame creates subject
matter experts in
information
suppression

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ritual is important

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“Before we begin, I want to remind
everyone that postmortems are
blameless. We’re not here to discuss
what should have or could have
happened because we’re here to
learn and gain new information for
the future.”

© 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 57

© 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 58
• VictorOps Blameless Postmortem Guide  
http://bit.ly/2nBAvq2 
(https://victorops.com/wp-content/uploads/2014/09/Blameless-Post-Mortems.pdf)
• Chef Postmortem Template - http://bit.ly/2noY4S1 
(https://gist.github.com/btm/7cb421f5fe7d1003083a)
• Etsy’s Debriefing Facilitation Guide  
http://etsy.me/2iVP7Bj 
(https://extfiles.etsy.com/DebriefingFacilitationGuide.pdf)
Retrospective Resources

© 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 60
stop thinking about your
systems’ health and start
thinking about your
business’s health
Be Skeptical of your Traditions

© 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 61
partner with data-driven
departments in your org
to proselytize the benefits
of business monitoring
Make new evangelists

© 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 62
build safe environments,
amplify feedback and
foster learning
Safely Reform

© 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 63
Change the
world

© 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 64
Change the
world(Or at least your monitoring)

© 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 65
Thanks!
@CrayZeigh
Aaron Aldrich
http://cageit.us/GalaxZ17
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© 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 66

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Skeptics in the Church of Data Getting Evangelical

1. Skeptics in the Church of Data Getting Evangelical AaronAldrich–CageData/VictorOps @CrayZeigh#Galaxz17

6. © 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 6 The Trinity of System Monitoring • Thou shalt monitor CPU Usage • Thou shalt track processes •Thou shalt monitor disk space •Thou shalt monitor I/Os • Thou shalt monitor memory availability • Thou shalt track activity Process Memory Disk

9. Ein Minuten Bitte

18. Empathetic Monitoring

25. © 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 25 “She doesn’t care whether or not [the data center is literally on fire] … just as long as his ship’s coming in…” -Cake, Italian Leather Sofa (lightly interpreted)

33. New Partners

42. Reformation

56. © 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 56 “Before we begin, I want to remind everyone that postmortems are blameless. We’re not here to discuss what should have or could have happened because we’re here to learn and gain new information for the future.”

58. © 2016 All Rights Reserved CONFIDENTIAL@CrayZeigh 58 • VictorOps Blameless Postmortem Guide   http://bit.ly/2nBAvq2  (https://victorops.com/wp-content/uploads/2014/09/Blameless-Post-Mortems.pdf) • Chef Postmortem Template - http://bit.ly/2noY4S1  (https://gist.github.com/btm/7cb421f5fe7d1003083a) • Etsy’s Debriefing Facilitation Guide   http://etsy.me/2iVP7Bj  (https://extfiles.etsy.com/DebriefingFacilitationGuide.pdf) Retrospective Resources

59. The charge

67. 67 Boots

Skeptics in the Church of Data Getting Evangelical

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