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Reliability Engineering for Humans Is Site Reliability Engineering Good for You?

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VMware Tanzu
VMware Tanzu

Pivotal Paris 2019: Reliability Engineering for Humans Is Site Reliability Engineering Good for You?

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@HannahFoxwell#PivotalParis @HannahFoxwell Associate Director @ Pivotal Reliability Engineering for Humans Is Site Reliability Engineering Good for You?
@HannahFoxwell#PivotalParis “You don’t need SRE unless you’re the size of Google” Anonymous CEO
@HannahFoxwell#PivotalParis OPS DEVOPS SRE The Evolution of Ops
@HannahFoxwell#PivotalParis Naming things is hard
@HannahFoxwell#PivotalParis “DevOps is not a job title” DevOps Community (2009 - Present)
@HannahFoxwell#PivotalParis CloudOps at Pivotal
@HannahFoxwell#PivotalParis 100 0 Health 1/17 2/17 3/17 4/17 5/17 6/17 7/17 8/17 9/17 10/17 11/17 12/17 3m 0m 2m 1m 4m 3/17 6/17 12/179/17 1h 0h 3/17 6/17 12/179/17 Improved Health MTTA Down MTTR Down CloudOps at Pivotal What did they do?
@HannahFoxwell#PivotalParis OK, you have my attention
@HannahFoxwell#PivotalParis #HumanOps
@HannahFoxwell#PivotalParis The wellbeing of human operators impacts the reliability of systems.
@HannahFoxwell#PivotalParis Free: https://landing.google.com/sre/book
@HannahFoxwell#PivotalParis “SRE is what happens when a software engineer is tasked with what used to be called operations” Ben Treynor – Founder of Google’s SRE Team
@HannahFoxwell#PivotalParis Failure is Normal
@HannahFoxwell#PivotalParis Reliability is Fundamental
@HannahFoxwell#PivotalParis SLIs, SLOs and Error Budgets
@HannahFoxwell#PivotalParis SLO Service Level Objective
@HannahFoxwell#PivotalParis SLI Service Level Indicator
@HannahFoxwell#PivotalParis Error Budget
@HannahFoxwell#PivotalParis 100% # of 9’s 0% Cost of effort à Exponentially increases Likelihood anybody notices à Customer experience Likelihood anybody cares à Customer expectation The Economics of Reliability 99.99% Error Budget = 4.03 minutes
@HannahFoxwell#PivotalParis 100% Availability is not your target. So what is? Agree your SLI’s and SLO’s with everyone. Yes, everyone. Oops! We broke something. What now? SLO Error Budget (per 28 Days) 99% 403 mins 99.5% 202 mins 99.9% 40.3 mins 99.95% 20.2 mins 99.99% 4.03 mins 99.999% 0.40 mins • Everyone understands the importance of reliability • Everyone understands the error budget and how it works • Everyone understands the new rules! • On-call / Playbooks / Fire drills • Blameless Incident Review / Retrospective • Review error budget • Reduce risk and invest in reliability
@HannahFoxwell#PivotalParis Set Your Service Level Objectives Measure Your Service Level Indicators Enforce Your Error Budgets
@HannahFoxwell#PivotalParis “The only normal way to begin speaking a new language is to begin speaking it badly” Greg Thomson
@HannahFoxwell#PivotalParis Aspirational SLO’s are OK
@HannahFoxwell#PivotalParis Overachieving on your SLO is less OK
@HannahFoxwell#PivotalParis “You get me” - Your CFO CFO
@HannahFoxwell#PivotalParis
@HannahFoxwell#PivotalParis #HumanOps
@HannahFoxwell#PivotalParis Psychological Safety
@HannahFoxwell#PivotalParis “Psychological safety is a shared belief that the team is safe for interpersonal risk taking” Amy Edmondson– Harvard Business School Professor
@HannahFoxwell#PivotalParis “Psychological safety is a belief that one will not be punished or humiliated for speaking up with ideas, questions, concerns, or mistakes.” Amy Edmondson– Harvard Business School Professor
@HannahFoxwell#PivotalParis Research Psychological safety was studied in a medical environment • Teams were measured on Psychological Safety, Error Rates and Team Performance • Higher Psychological Safety correlated to higher Error Rates • However, higher Error Rates correlated to higher Team Performance • Better practices. More lives saved. Amy Edmondson– Learning from mistakes is easier said than done
@HannahFoxwell#PivotalParis Google’s Project Aristotle
@HannahFoxwell#PivotalParis Failure is Normal Psychological Safety Hannah’s Hypothesis SRE Practices can transform teams by improving their Psychological Safety SRE Practices Increase learning from mistakes Boosts employee engagement Improved innovation
@HannahFoxwell#PivotalParis Let’s talk about toil
@HannahFoxwell#PivotalParis What is Toil? “I’m too good for this toily BS” “Yes, yes you are” • Manual • Repetitive • Automatable • Tactical • No enduring value • O(n) with service growth
@HannahFoxwell#PivotalParis “I didn’t have time to automate myself out of a job. I didn’t even have time to eat!” Toil vs. Engineering Work
@HannahFoxwell#PivotalParis You should spend below 50% of your time on toil.
@HannahFoxwell#PivotalParis Not all toil is equal
@HannahFoxwell#PivotalParis “If we have to staff humans to do the work, we are feeding the machines with the blood, sweat and tears of human beings” Joseph Bironas – Google SRE Chapter 7: The Evolution of Automation at Google
@HannahFoxwell#PivotalParis Toxic toil The work that hurts • Wakes you up at night • Ruins your evenings weekends • Interrupts your work • Distracts you • Stresses you out
@HannahFoxwell#PivotalParis I’m getting enough sleep I’m not afraid to fail I spend enough time with my family I’m good at my job I’m always learning Maslow’s Hierarchy of Needs
@HannahFoxwell#PivotalParis Safety / Security Hannah’s Hypothesis SRE Practices can transform teams by meeting employees needs SREPractices Physiological Social / Belonging Self Esteem Self Actualization
@HannahFoxwell#PivotalParis Success is Platform Product, a Balanced Team and a Path to Production
@HannahFoxwell#PivotalParis Is SRE good for you?
@HannahFoxwell#PivotalParis SRE SRE SRE SRE SRE Tell me your story… Blameless culture @HannahFoxwell Error Budget policySLO’s
@HannahFoxwell#PivotalParis Thank You x

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