Session.About                     http://www.flickr.com/photos/djvirus/3382788789/         http://twitter.com/#!/thomykay
You.Background      Developer      Tester      Product Owner      Administrator      Devop                           ...
Administration.SamplesDo you know whathappens if you changeone of the values?Which setting has themost impact to mysystem?...
Administration.Samples                   How would you replicate the                   list of settings on a              ...
Administration.Samples Can I combine the steps I’m doing here with another system? I need an additional action in that con...
Administration.Samples Which settings did I change? How can I undo the changes? What happens if I click OK?
Administration.Samples
Admin.CurrentState.What     Admins          Users
Admin.CurrentState.What           Scattered Management Landscape           Can’t be automated, doesn’t scale           ...
Admin.CurrentState.What
Admin.CurrentState.What
Admin.CurrentState.Why  …because we always did it this way  Product Owners are domain experts   (hopefully), but not adm...
To     : Dev, Tester, ProductOwnerSubject: Know the Admin Space    Which parts in the SW lifecycle are     subject to adm...
Admin.Geography                                Product Owner Developers                                           Testers ...
Admin.Geography
Admin.Roles.Involved                                                                    How can I sell it?               ...
Admin.Roles.Involved                  • Setup, Teardown for Integration Tests    Developers    • Development Environment, ...
Admin.Topologies                            • Self Service for users, in app     Small local setup                        ...
Admin.Dimensions     Vendor 1             You           Vendor 3          Vendor 4           App              App         ...
Admin.Drivers.Legal|Security|Trust                More complicated stacks lead                 to more challenges in     ...
Admin.Drivers.Cloud|Virtualization  Virtualization/IaaS (host) ->   automation needed  PaaS (build)   -> more division o...
Admin.Drivers.Development                  Funny new frameworks and                   systems every other year           ...
To     : Dev, Tester, ProductOwnerSubject: Know the Admin Mindset  _NOT_ interested in the   bells and whistles of your  ...
“Web interfaces and GUI tools are nice and can beconsidered the icing on the cake.”                        http://www.flic...
“A true manageableapplication allows forconsistent and repeatableactions in an easy tomaintain structure...”Steven Murawsk...
DONT make the administrative                     interface a GUI.System administrators need a command-           line tool...
Procedures are best documented by providing commands that we can copyand paste from the procedure document to the command ...
Sysadminsdo not wanta GUI thatrequires 25clicks foreach newuser.Thomas A. Limoncelli in ACM Queue December 2010http://queu...
To     : Developers, TestersSubject: Know the Admin Tools                                                   Integration t...
Admin.Tools.PlSqlDeveloper
Admin.Tools.OracleEnterpriseManager
Admin.Tools.Mdt2012
Admin.Tools.PowerGui
Admin.Tools.PowerWF
Admin.Tools.Monitoring
Admin.Tools.Configuration
Admin.Tools.Configuration                     Relative Origin of Cfengine, Puppet                     and Chef            ...
Admin.Tools.Patterns Show before/after execution 2 way – text/graphical (text based) languages  create systems or flows...
Dev.Practices.ManageableSystems      Level of Manageability    UI over Management Surface                               Co...
All.Practices.Collaboration                      Bring the admin closer                       to the team.               ...
All.Practices.Collaboration                                         PO      Customer                         Dev          ...
To     : DevelopersSubject: Call to Action Now it’s getting  complicated… Uncut from  http://queue.acm.org/deta  il.cfm?...
To     : DevelopersSubject: Call to Action  DO have a "silent install" option.  DONT make the administrative interface  ...
To     : DevelopersSubject: Call to Action  DO instrument the system so that   we can monitor more than just,   “Is it up...
To     : AdministratorsSubject: Call to Action  Realize that developers   _CAN_ change the system  Realize that you are ...
To     : AdministratorsSubject: Call to Action  Demand better documentation.  Talk to Developers!  Demand proper admini...
Ah, you know all that?  sysadmins as wannabe coders     Agile reinvented          Just another hype…    elitist club of Eu...
To     : Product OwnersSubject: Call to Action  See the (customer) administrator   as a second user of your system.   He ...
Session.Recap  @ProductOwners: The admin can help you to let your   product shine – or fail. Act accordingly.  @Admin: W...
Session.Questions                                                    Join the                                             ...
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The Forgotten Customer (Socrates 2011)

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When doing product definitions, we often attach too less importance on topics like administration, monitoring, integration, troubleshooting, migration, installation etc. If anything, the related requirements are seen through the eyes of a fronted user, although they mostly apply to the administrator role having different needs.

That often leads to the development of some GUI-based point and click tools that are not suited for using them in administration scenarios because implicit requirements are not met. Administration tools should be consistent across sub systems and products, they must be extensible, (de)composable, steps must be easy to repeat, to automate and to track.

It gets increasingly important to focus on management features. Cloud topologies, more complex systems, security and legal aspects, virtualization and mobile applications are changing system administration more than ever. To be able to respond the behavior of all involved roles must change.

The session is for developers, system administrators, requirements experts and people who are busy between these roles (DevOps). Evolving practices and concepts for the collaboration between development and operations will be presented and evaluated. Technical approaches that (also) help to build better manageable systems will be discussed.

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The Forgotten Customer (Socrates 2011)

  1. 1. Session.About http://www.flickr.com/photos/djvirus/3382788789/ http://twitter.com/#!/thomykay
  2. 2. You.Background Developer Tester Product Owner Administrator Devop Developerhttp://www.flickr.com/photos/eirikref/2928701111/ Me.Background
  3. 3. Administration.SamplesDo you know whathappens if you changeone of the values?Which setting has themost impact to mysystem?Does it support IPV6?
  4. 4. Administration.Samples How would you replicate the list of settings on a second system? How to get a diff between 2 systems? How to do it on 50 systems?
  5. 5. Administration.Samples Can I combine the steps I’m doing here with another system? I need an additional action in that context – how to do it? Do I really need to enter my 200 entries here?
  6. 6. Administration.Samples Which settings did I change? How can I undo the changes? What happens if I click OK?
  7. 7. Administration.Samples
  8. 8. Admin.CurrentState.What Admins Users
  9. 9. Admin.CurrentState.What  Scattered Management Landscape  Can’t be automated, doesn’t scale  Development delivers the wrong tools to Operations  No or outdated documentation for management features  Toolset in Dev and in Operations is different http://www.flickr.com/photos/lwr/6208698/
  10. 10. Admin.CurrentState.What
  11. 11. Admin.CurrentState.What
  12. 12. Admin.CurrentState.Why  …because we always did it this way  Product Owners are domain experts (hopefully), but not admins  Customer value is seen to narrowed  Dev and Operations don’t talk  Admin in house vs Customer Admin  Operations is 10 years too late in agilehttp://www.flickr.com/photos/lwr/6208710/
  13. 13. To : Dev, Tester, ProductOwnerSubject: Know the Admin Space  Which parts in the SW lifecycle are subject to administrative tasks?  How does administration fit into the SW value chain?  Do you care for the whole lifecycle?  Isn’t it IT that drives more and more purchasing decisions? http://www.flickr.com/photos/58782395@N03/5518992555/
  14. 14. Admin.Geography Product Owner Developers Testers (QA) User AdministratorIcons http://creativecommons.org/licenses/by-nc-sa/3.0/ by http://deleket.deviantart.com/art/Face-Avatars-107881096
  15. 15. Admin.Geography
  16. 16. Admin.Roles.Involved  How can I sell it?  How can I support it?  How can I run it?http://shivakumar-mathivanan.blogspot.com/2011/06/bridging-relationship-testers-vs.html
  17. 17. Admin.Roles.Involved • Setup, Teardown for Integration Tests Developers • Development Environment, Debugging • Setup, Teardown for Integration Tests Testers • Smoke Tests, specific configs/states Consultants • (re)configure, extend, integrate, migrations • Application Configuration User/Customer • Verification, Validation (IQ,OQ,PQ) Phone Support • Inventory, Analysis, Troubleshooting Field Eng. • Install, migrate, configure the system Administrator • everything…
  18. 18. Admin.Topologies • Self Service for users, in app Small local setup configuration, wizard style troubleshooters • Still much user involvement Workgroup setup • Local user support for the whole system • Enterprise IT hosted (backend) Local Enterprise • Local user support on department level • Remote vendor support • Global IT hosted, DB Hosting external Distributed Enterprise • Local user support • Remote vendor support • Vendor IT SaaS • Local user support on tenant/department level
  19. 19. Admin.Dimensions Vendor 1 You Vendor 3 Vendor 4 App App App App Platform Platform Platform Platform OS OS OS OS Infrastructure Infrastructure Infrastructure Infrastructure
  20. 20. Admin.Drivers.Legal|Security|Trust  More complicated stacks lead to more challenges in security.  Anonymous might say Hello!  What is your attack surface?  Compliance requirements in Finance, Pharma etc. will not go away!
  21. 21. Admin.Drivers.Cloud|Virtualization  Virtualization/IaaS (host) -> automation needed  PaaS (build) -> more division of labor -> need for (de)composable admin tools  SaaS (consume) -> admin is in house -> easier to build cross functional teams
  22. 22. Admin.Drivers.Development  Funny new frameworks and systems every other year  Higher Technology Stacks  Faster release cycles, no better migrations(?)  More integrations required, more external systems involved.
  23. 23. To : Dev, Tester, ProductOwnerSubject: Know the Admin Mindset  _NOT_ interested in the bells and whistles of your app  (more and more) techies (like you!)  is lazy (like you!)  thinks in backups (and recovery!), logs, network - not in apps http://www.flickr.com/photos/jemimus/2561942855/
  24. 24. “Web interfaces and GUI tools are nice and can beconsidered the icing on the cake.” http://www.flickr.com/photos/melloveschallah/3438153739/
  25. 25. “A true manageableapplication allows forconsistent and repeatableactions in an easy tomaintain structure...”Steven Murawski @ Use PowerShell Blog (July 2009)http://tinyurl.com/3yoc9mj http://www.flickr.com/photos/clevercupcakes/4402962654/
  26. 26. DONT make the administrative interface a GUI.System administrators need a command- line tool for constructing repeatable processes. http://www.flickr.com/photos/cyanocorax/288232991/
  27. 27. Procedures are best documented by providing commands that we can copyand paste from the procedure document to the command line. We cannotachieve the same repeatability when the instructions are: ”Checkmarkthe 3rd and 5th options, but not the 2nd option, then click OK.” http://www.flickr.com/photos/zetson/3200542528/
  28. 28. Sysadminsdo not wanta GUI thatrequires 25clicks foreach newuser.Thomas A. Limoncelli in ACM Queue December 2010http://queue.acm.org/detail.cfm?id=1921361 http://www.flickr.com/photos/tattoodjay/4460324009/
  29. 29. To : Developers, TestersSubject: Know the Admin Tools  Integration test scenarios and production systems - testable with the same tools?  Is setting up a production environment so different?  Think about how to integrate into their toolset and extend it. http://www.flickr.com/photos/jsome1/460270581/
  30. 30. Admin.Tools.PlSqlDeveloper
  31. 31. Admin.Tools.OracleEnterpriseManager
  32. 32. Admin.Tools.Mdt2012
  33. 33. Admin.Tools.PowerGui
  34. 34. Admin.Tools.PowerWF
  35. 35. Admin.Tools.Monitoring
  36. 36. Admin.Tools.Configuration
  37. 37. Admin.Tools.Configuration Relative Origin of Cfengine, Puppet and Chef http://verticalsysadmin.com/blog/unc ategorized/relative-origins-of- cfengine-chef-and-puppet
  38. 38. Admin.Tools.Patterns Show before/after execution 2 way – text/graphical (text based) languages create systems or flows Python, Ruby, PowerShell, Groovy, Bash Designed for consistency, extensibility, scriptability http://www.flickr.com/photos/fcminutti/5896265856/
  39. 39. Dev.Practices.ManageableSystems Level of Manageability UI over Management Surface Complete Management Surface Make it possible (clean APIs) Ignorance
  40. 40. All.Practices.Collaboration  Bring the admin closer to the team.  in design phase, in dev phase, in operation phase  Benefit from his experiences, skills and mindset.
  41. 41. All.Practices.Collaboration PO Customer Dev Support Admin Developer Situation for COTS, MOTS Admin Tester ProxyOne Team Approach Admin PO Customer Dev Support Admin Will it blend?
  42. 42. To : DevelopersSubject: Call to Action Now it’s getting complicated… Uncut from http://queue.acm.org/deta il.cfm?id=1921361 A Plea to Software Vendors from Sysadmins - 10 Dos and Donts http://www.flickr.com/photos/thurm/1543218761/
  43. 43. To : DevelopersSubject: Call to Action  DO have a "silent install" option.  DONT make the administrative interface a GUI.  DO have a configuration file that is an ASCII file, not a binary blob.  DO include a clearly defined method to restore all user data, a single users data, and individual items
  44. 44. To : DevelopersSubject: Call to Action  DO instrument the system so that we can monitor more than just, “Is it up or down?”  DO tell us about security issues.  DONT scribble all over the disk.  DO publish documentation electronically on your Web site.
  45. 45. To : AdministratorsSubject: Call to Action  Realize that developers _CAN_ change the system  Realize that you are a customer (or part of the team)  Share your experiences with the system, pain points, the tools you’re using, the way you monitor and troubleshoot
  46. 46. To : AdministratorsSubject: Call to Action  Demand better documentation.  Talk to Developers!  Demand proper administrative interfaces. Explain, what you need and why.  Unify systems management across apps and layers! Automate, test, code! -> Infrastructure as code
  47. 47. Ah, you know all that? sysadmins as wannabe coders Agile reinvented Just another hype… elitist club of European sysadmins Another day, another manifest obsolete with the cloud Bridging the gap between projects and operations by using Agile techniques in development, project management and system administration. Taken from http://jedi.be/blog/
  48. 48. To : Product OwnersSubject: Call to Action  See the (customer) administrator as a second user of your system. He uses the management features.  If you’re not comfortable with the admin domain involve admins, devs, testers.  Do more “As an administrator I want to…”  Balance new features to the cost in operation.
  49. 49. Session.Recap  @ProductOwners: The admin can help you to let your product shine – or fail. Act accordingly.  @Admin: Wanna work with better manageable systems? Get involved.  @Developers: There is someone on the other side of the wall who speaks your language…
  50. 50. Session.Questions Join the Bus(iness)http://www.flickr.com/photos/anaxila/349931518/ http://twitter.com/#!/thomykay

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