SRE - drupal day aveiro 2016

1 ricardo.amaro@acquia.com

Ricardo AmaroSeptember 2016

Implementing Site Reliability Engineering

Who am I?@Drupal

@ricardoamaro

Portugal

Lisbon

Drupal Community

Family

+8 years Drupal

90’s Linux Adopter

5 years at Acquia

Site Reliability Engineer -Senior Tier2 Ops

https://drup

al.org/user/66

About Acquia Metrics

￮ Acquia Cloud:○ # of Instances (17,200+)○ # of Production Sites (54,000+) (incl. some biggest sites in the world)

○ # API Calls (3,000 + per sec)○ # of Availability Zones (20+)○ # of World Regions (8)

We will talk aboutA brief summary inspired on Google’s S.R.E. book

￮ What is S.R.E?￮ Tenets of S.R.E.￮ Reliability & Toil￮ Error budget - keeping the Service Level Objective (SLO)￮ Development & Operations￮ Monitoring and Being On-Call￮ Postmortem culture - Learning from failure

What is S.R.E.?

➔ Term crafted by Google in 2003.

➔ When Ben Treynor was hired to run

“production” and ended up “applying

software engineering to an operations

function”

Site Reliability Engineering

➔ SRE is taken seriously by major companies

Microsoft

Amazon

SREs are engineers that...

➔ Apply the principles of computer science and engineering to

design and develop large, distributed computing systems.

➔ Write software for those systems alongside product developers.

➔ Build all additional pieces those systems need, like backups and

load balancing.

➔ Reuse old solutions for new problems.

“Reliability is the most fundamental feature of any product.”Ben Treynor, Google’s VP for 24/7 Operations

DevOps & S.R.E.

DevOps is a practice, which was coined around 2008, that encompasses automation of manual tasks, continuous integration and continuous delivery. It applies to a wide audience of companies whereas SRE might be considered a subset of DevOps that possesses additional skill sets.

Source: https://en.wikipedia.org/wiki/Site_reliability_engineering

Tenets of S.R.E.

1. Ensuring a Durable Focus on Engineering2. Pursuing Maximum Change Velocity Without Violating SLOs3. Monitoring4. Emergency Response5. Change Management6. Demand Forecasting and Capacity Planning7. Provisioning8. Efficiency and Performance

Tenets of SRE

➔ Hire only coders➔ Have a Service Level Objective (SLO) for your service➔ Measure and report performance against SLOs➔ Use Error Budgets and gate launches on them➔ Have a Common staffing pool for SRE and DEV➔ Excess Ops work overflows to DEV team➔ Cap SRE operational load at 50% and share 5% with the DEV team➔ Oncall teams at least 8 people at one location or 6 on each, each product➔ Maximum of 2 events per oncall shift➔ Post mortem for every event➔ Post mortems are BLAMELESS and focus on process and technology, not people

How to achieve S.R.E.Treynor’s Action items

Reliability & Toil

The latest feature or

That the product works?

What is the most important Feature of a product?

How about the “503” feature ?

The most important thing is that the product works!

The 80’s Waterfall software delivery model

Operations @customer ➔ *Provisioning➔ *Installing➔ *Upgrading➔ *Maintaining➔ *Backups/Restore➔ *Scaling

Source: wikipedia

Then came the web...

● Software as a Service● Platform as a Service● Cloud computing ● ...

➔ Operations overhead not on the customer side➔ Features could now be delivered faster➔ Customer feedback important for product improvements

Product

DevelopmentShip Features

OperationsUsers

Opposite rewarding conflicts

Objectives:➔ Ship new features➔ Launch new products

Objectives:➔ Reliability & Availability➔ Customer success

Dev Ops

The problem: Toil"exhausting labour"

➔ Manual➔ Repetitive➔ Automatable➔ Tactical (Unplanned work)

➔ No enduring value➔ Scales linearly with service growth

(not just “work I don’t like to do.”)

An Old Solution to Toil

Caption goes here

● Scale with bodiesIn the old operations model, you throw people at a reliability problem and keep pushing (sometimes for a year or more) until the problem either goes away or blows up in your face.

As your business grows, workload trends to infinity

(x) time

● Cap Ops WorkloadAs your business grows, you need to reduce manual labor in order to continue delivering features. Put a 50% cap on Ops work and leave most of the SRE team time for writing code and reducing Toil.

Workload/Toil over time

Google’s example➔ Keep operational work (i.e., toil) below 50% of each SREs time➔ More than 50% of each SREs time is spent on:

◆ engineering project work to reduce toil ◆ add service features - improving reliability, performance, utilization

➔ Improves career planning for the SRE➔ Improves morale on the organization

➔ An SRE team can easily devolve into an Ops team if the 50% target is broken.

Why less Toil is BetterS.R.E. - A modern solution

S.R.E. - A modern solutionDEV + OPS

➔ This conflict is not inevitable➔ The solution is: Error Budgets!➔ Everyone agrees on an Error Budget (has we will explain next)➔ SRE only prevents releases or Launches if the Error Budget is exceeded.

Dev Ops

Error budgets:keeping the SLOs

Example: A 99.9% availability SLO means that the service can be 0.1% unavailable, which is the error budget.

What is an Error Budget?

The business or the product establishes Service Level Objectives (SLOs) for the system, based on Service Level indicators such as error rate, availability or latency...

Error Budget

➔ 100% is the wrong reliability target for basically everything.➔ Set an SLO that acknowledges the trade-off and leaves an error budget➔ Error budget can be spent on anything: launching features, etc.➔ Error budget allows for discussion about how phased rollouts and 1%

experiments can maintain tolerable levels of errors.➔ Goal of SRE team isn’t “zero outages” – SRE and product devs are

incentive aligned to spend the error budget to get maximum feature

velocity.

➔ Out of Budget? No problems. Do more testing between releases.

How to obtain and use the Error Budget?

➔ This puts an incentive to developers that drives them to value stability (not just change).

➔ And gives control that drives SREs to permit change (not just stability).

➔ It forces decisions based on metrics, not politics- nor feelings, just data.

Error Budget A Self-regulating mechanism

Development & Operations

➔ Development and SRE teams share a

single staffing pool◆ If all is Reliable Devs are

rewarded with teammates

◆ If Ops is overloaded, SREs are

contracted to support code

How are Development & Operations teams organized?

Now tell me… Why should I hire you?

➔ SREs are developer/sys-admin hybrids

◆ They perform more Dev work as

things become stable

Systems, code… Are you able to cook also?

➔ SRE can only spend up to 50% of their time on ops work

➔ If operational load exceeds 50%, the ops work overflows to Dev

➔ Allow them to move to other projects

Monitoring and Being On-Call

➔ An engineer can only react with urgency a few

times a day before they get fatigued.

➔ Every page should be actionable.

➔ Every page response should require intelligence.

➔ Pages should be about a new problem or an

event that hasn’t been seen before.

Pager fatigueA serious a problem to be addressed

Root Cause Analysis: The Core of Problem

Solving and Corrective

by Duke Okes

https://www.amazon.com/Root-Cause-Analysis-Problem-Corrective/

dp/0873897641

Find and eliminate all root causes

A healthy monitoring and alerting pipeline is simple and easy to reason about

Monitoring Conclusion

Postmortem cultureLearning from failure

➔ Document written for ALL significant incidents ➔ Non-paged incidents are even more valuable - monitoring gaps➔ Explain what happened in detail ➔ Find all root causes of the event➔ Assign actions to correct the problem or improve how it is addressed next time

What are Postmortems?

➔ Use a blame free postmortem culture, with the goal of exposing faults◆ apply engineering to fix these faults, ◆ Try not just avoid or minimize them.

Postmortems Are Blameless!

Learn and teach with postmortems

Source: http://www.xkcd.com/1495/

SERIOUSLY: BLAMELESS!

The Field Guide to Understanding Human Error

by Sidney Dekker

https://www.amazon.com/Field-Guide-Understanding-Human-Error/dp/0754648265

Questions?

ricardo.amaro@acquia.comSeptember 2016

The S.R.E. Google Book and more resources

● https://g.co/SREBook ● There is now #SRE on @hangops Slack.

https://t.co/btPgSGkGNz to join.

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