reliably complex context - university of minnesota · 2020-02-21 · complexity is increasing to...
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Reliably Complex ContextAndy DomeierSPS Commerce
@AndyJD_
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Digital Transformation
• Technology is a competitive advantage more today than it has ever been
• Velocity Wins• Ship Fast, Ship Often• Critical to reduce the friction from getting an idea to production
• Performance Wins• Critical to reduce risk and outperform your competitor's performance and
availability (or your customer will fire you quickly)
@AndyJD_
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Complexity is Increasing to Enable Velocity & Improve Performance
Change rates are higher than ever
SaaS tools are business critical (GitHub, Monitoring, Alerting, etc)
Micro Services are great for product agility
Products & services depend highly on 3rd
parties such as a cloud, data center, ISP, etc..
Meanwhile legacy systems & tech debt still exist and are likely generating a lot of revenue……………
@AndyJD_
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Complexity Increases our Need for Context• Define Context: • Google:
• The circumstances that form the setting for an event, statement, or idea, and in terms of which it can be fully understood and assessed.
• Continuous Cognitive Demand• Intuition• Process• Continuous Partial Attention
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Available Context
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Change Management
DockerKube
Service Mesh
Incident Management
Monitoring
MetricsTracing
Logs
Observabilit
yDocumentation
ArchitectureMicro Services
Monolith
3rd Party Services
The Cloud
Org StructureRate of Change
Humans
Technical Debt
A/V J
Operational Readiness
Performance Reporting
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How effective your organizationis with context correlates to how good your organizationwill be at delivering services.
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Most Important
The People!
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Predefined Metrics & Thresholds
The People!
Monitoring
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Discoverable Information
The People!
Monitoring
Observability
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Obscure & Hard to Find
The People!
Monitoring
Observability
Difficult & Time Consuming
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People
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PeopleWe are many things!• The Processes we Make• The Documentation we
Write• Principals & Practice we
Adopt• Diversity we all Bring• Things in our Head
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People - Processes
• Change Management• Does your company have an extensive decision tree process?
• Do you have it memorized?• How often do you do it?
• Do you have visibility to changes that matter to you?
• Incident Management• Is this a known issue with known resolution steps?• Who needs to know?• Who can make decisions?
• Do you Agile?• How exactly do you Agile?
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People – Culture & Org Structure
• Org & Culture will significantly influence the importance of context sharing mechanisms• Large & Rigid – Documentation scales• Small & Fluid – Stop on over!• Distributed – Documentation, Chat, Video, Screenshare
• Understanding Org can sometimes require significant context• Who owns what? What does the org incent them to deliver? How do we
effectively succeed together?
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Operational Readiness
• A base set of consistent values for service delivery give you context about the app and enables you to make decisions• Operations Information
• Who?• Where?
• Performance• KPI’s• Cost
• Agility• Change Effectiveness• Architecture & Resiliency
• Security• Sounds cool!
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Operational Confidence:If it’s important at Readiness, It’s
important over time
@AndyJD_
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People – Local Disk = Brains
• How many things are you able to do through out an average day just because you “know”?• Deploy? Recover Incidents? Process? Is it Healthy? Batteries? Bus Schedule?
• How many of you know something about a service, that you know less than 3 other people at your company know?• Why document or automate it, it’s happened once in 3 years?• If I document it, no one will find it (or try to find it) anyways?• This just comes to me anyways• We perceive documentation like cold storage, it’s there but it’s slow
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People!• We are the most complex part of our own systems
• Effort Investments• Be explicit in what we should store in our brains• Write down decisions you make• Have a clear path for information discovery in your documentation approach• Be a good teammate and take time to share valuable context, keep time and place in
mind
• Doing the people-ing well gives everyone in your org cognitive freedom to focus on solving what’s most valuable to your business & customers
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Monitoring
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Monitoring - Approach
• Consistency in Approach• Service Health
• Availability• Key Performance Indicators (KPIs)• Key Dependencies
• Dashboards & Alerting• Document or automate an opinion• Consistency
@AndyJD_
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Monitoring –Perspectives• Monitor for Customer
Experience• Customer Experience often
comprises of many micro metrics
• Monitor for Delivery Team• Isolated to a subset of
services• Monitor for Specialists• Infra Team• App Team• DB Team
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Macro Monitoring
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Data Visualization
• Edward Tufte - Visual Literacy• The ability to interpret, negotiate, and make meaning
from information presented in the form of an image@AndyJD_
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Micro Monitoring
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Observability
Cindy Sridharan - @copyconstructhttps://medium.com/@copyconstruct/monitoring-in-the-time-of-cloud-native-c87c7a5bfa3e?__s=1wtnvg3z1cq5rhuqprym
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Visualization Shares Context but it’s Predefined
@AndyJD_
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Observability - Discovery
• Where can you Seek Answers?• Monitoring & Observability Tools• Documentation & the Internet• People!
• What Context is Easiest to Ask Questions of?• Start with your local disk!• Where is the most information? (logs?)• Where is the easiest information to consume? (metrics? traces?)• Organized documentation• Ask a neighbor
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Complexity Brings… Complexity
Twitter: @Chrismunns“I Love APIs” 2015
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Observability - Expect Complexity Everywhere
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Is it Still Observability if we Automate it?
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Push Context or Ease Discovery
• Trigger Event:• Incident or Service Alert
• Helpful Context:• Who owns this Service?• Has something changed
recently?• Are the dependencies healthy?• Who owns the dependencies?• Has this happened before?• When & who fixed it last
time?• Is this impacting customers?
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Push Context or Ease Discovery
• Trigger Event:• Change or Deployment
• Helpful Context:• Who cares about this Change?
(Dependencies)• Does this Change Impact
Customers?• What’s our Confidence in this
Change?• How big is this Change?
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With the value of Context top of mind, we
can do more
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You and your org have your own context….
Your complexity is unique to your environment…
How can you help your organization be most effective with your context?
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Thanks!!!
@AndyJD_
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Relevant Context…. When it Matters…
Monitoring & Alerting
Router LambdaSNS
Wiki Search
Alerts Commenter
DocumentationLookupThe
Wiki
API Gateway
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Relevant Context…. When it Matters…
Incident Management
Router Lambda
SNS
Incident CommunicationChat
Recent Changes
Search Jira
Change Management
Jira Commenter
API Gateway
Stakeholders