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Top 10 Practices of Highly Successful DevOps Incident Management Teams

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DevOps.com
DevOps.com

Managing incidents in a DevOps environment is a near insurmountable task. With shared responsibilities and on-call rotations, anyone might be called into a system firefight at any time. Accepting failure and the problems created with complex system is a core tenet of DevOps thinking, and helping your team respond to incidents more effectively is key. Matthew Boeckman has served on the frontlines of DevOps incident management for 19 years. He’s seen it all and is an expert on building teams and workflows to support effective alerting, clear communication, and rapid recovery.

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Matthew Boeckman Developer Advocate @matthewboeckman Background ● 18 years on-call Ops ● 15 years w/software teams ● Startup junkie ● DevOps enthusiast
3 What is VictorOps? VictorOps ingests all of your alerts from your current monitoring tools and becomes the logical layer between your alerts and the people who receive them.
4 Five Phases of Incident Management Detection ● monitoring ● metrics ● thresholds Response ● alerting ● on-call ● escalation Remediation ● fixes ● tickets ● deployment Analysis ● postmortem ● how or why ● understand Readiness ● improve ● game days ● learning 1 2 3 4 5
5 Standard Incident Lifecycle
6 MTTR - Our Core Metric Detection Response Remediation Analysis R e a d i n e s s Time to Repair (MTTR)
7 #0 Iteration!# Iteration!0
8 Detection - Response - Remediation - Analysis - Readiness Detection
9 #1 Blended approach to Detection#1 Blended Approach to Detection1
10 #1 Blended Approach to Detection ● Synthetic Testing ● Time-series data ● Application Monitoring ● Log Analytics
1 Detection - Synthetic Testing Existing User? Synthetic monitoring leverages scripted web interactions to validate critical path user interactions (or system interactions). Landing Page Registration Welcome Stream User Home User Home InteractionLogin
12 Detection - Time Series Systems are not static. Why treat measurements as if they were?
13 Detection - Rate of ChangeDetection - Rate of Change
14 Detection - Application Performance (APM) RUM Transactions Page Performance Thread Profiling Application internals Timings and Counters Microservices Transactional path 3rd party calls Dependency Management Circuit Breakers APM monitors complex application behaviors and reports or alerts on deviation from norms. UX Runtime Tracing Internals
15 Detection - Log Analytics Log Analysis opens new detection avenues with insight particularly into security and compliance concerns.
16 #2 Focus on Business Outcomes#2 Focus on Business Outcomes2
These datapoints become Detectable conditions for actionable alerting. 17 #2 Focus on Business Outcomes Business Activity Monitoring maps key metrics to data or flows within the IT environment.
Email Deliverability SEM/Referral Volume Channel Activity 18 Business Objectives Revenue (SDLW, YoY) Transactions User Registration Conversion NPS Scores Social Media Reviews KPI 3rd Party Indirect
19 Poll #1
20 Detection - Response - Remediation - Analysis - Readiness Response
21 #3 Alerts are Actionable#3 Alerts are Actionable3
22 Alert Fatigue is a Leading Cause of Burnout “I get paged for issues that I can’t resolve; most of my time is either researching a problem that is transient or non reproducible, or contacting a vendor.” “I’m on call for everything from infrastructure issues to, much more often, application issues for software I didn’t write and don’t own.”
23 Actionability Exists on Two Dimensions The alert must be actionable, and differentiated from something that’s merely informational.
Alerts must route to someone who has the access, permission, and skills to adequately perform said action. 24 Actionability Exists on Two Dimensions
Ensure you’re measuring the right thing, at the proper precision. 25 Alert Fidelity
26 #4 ChatOps is an area of focus#4 ChatOps is an Area of Focus4
27 Providing a Central Collaboration Channel
28 Integrating with Information and Workflow
29 Managing Everything
30 Poll #2
31 Detection - Response - Remediation - Analysis - Readiness Remediation
#5 Runbooks are central to Remediation efforts 32 #5 Runbooks are Central to Remediation Efforts5
33 Great Runbooks... ...provide clear explanations of system metrics and alert thresholds
34 Great Runbooks... ...clearly identify dependencies ...clearly identify an SME
35 Great Runbooks... ...track incident history ...list known failure conditions
36 Great Runbooks... ...are accessible to all ...are routinely updated
37 #6 Configuration and Infrastructure as Code#6 Configuration and Infrastructure as Code6
38 Infrastructure as Code
39 Infrastructure as Code ● Empower Dev and Ops to manage systems ● Create adaptable patterns ● Enable quicker iterations ● Ensure auditable change management ● Common deployment pipelines ● Instrument everything!
40 Detection - Response - Remediation - Analysis - Readiness Analysis
41 #7 Data drives investigations#7 Data Drives Investigations7
42 Analysis of Systems *ArchonMagnus Wikipedia
43 Analysis of People
44 There is no Root Cause
45 Poll #3
46 #8 Postmortems are blameless#8 Postmortems are Blameless8
47 Great Postmortems... Focus on learning Focus on data Require objectivity Encourage participation
48 Detection - Response - Remediation - Analysis - Readiness Readiness
49 #9 Postmortems populate Backlogs#9 Postmortems Populate Backlogs9
50 #9 Postmortems Populate Backlogs Call Postmortem Overview of Incident Review timeline Review Remediation Review Response Discuss improvements Add to Backlog Involve PM
51 #10 Organize team responses#1 Organize Team Responses10
52 Organization of the Swarm Formal escalation policies including a catch-all escalation
53 Who Ya Gonna Call? Formal communication plan
54 Defined Roles Incident Commander (Quarterback) - directs and dedupes team efforts. Calls the ball on action
55 Defined Roles Incident Communicator (Scribe) - handles all async communication, records team actions
56 MTTR - Our Core Metric Detection Response Remediation Analysis R e a d i n e s s Time to Repair (MTTR)
57 Conclusion D e t e c t i o n R e s p o n s e Remediation Analysis Readiness Time to Repair (MTTR) Time to Learn (TTL)
THANK YOU! @matthewboeckman Slides on devops.com & slideshare.com Keep an eye out for your free copy!

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