In this talk, we explore five practical, tried-and-tested, real world techniques for improving operability with many kinds of software systems, including cloud, Serverless, on-premise, and IoT: - Logging as a live diagnostics vector with sparse Event IDs - Operational checklists and ‘Run Book dialogue sheets’ as a discovery mechanism for teams - Deployment Verification Tests as a way to assess runtime dependencies and readiness for service - Correlation IDs beyond simple HTTP calls - Lightweight ‘User Personas’ as drivers for operational dashboards Based on work in many industry sectors, we will learn how to improve the operability of software systems using these team-friendly techniques. Matthew Skelton is Head of Consulting at Conflux (confluxdigital.net) where he specialises in Continuous Delivery, operability and organisation design for software in manufacturing, ecommerce, and online services, including cloud, IoT, and embedded software.

1. 1
5 practical operability
techniques for teams
Matthew Skelton, Conflux
@matthewpskelton
confluxdigital.net
SQUID meetup, London
Weds 28 November 2018

2. Practical operability
Why do we need a focus on
operability?
5 practical operability
techniques that work
2

3. modern event-based logging
Run Book dialogue sheets
endpoint healthchecks
correlation IDs
user personas
3

4. team
collaboration
techniques
4

5. About me
Matthew Skelton, Conflux
@matthewpskelton
matthewskelton.net
Leeds, UK
5
20% discount for
SQUID meetup!

6. You?
Software Developer
Tester / QA
DevOps Engineer
Ops Engineer / SRE
Head of Department
6

7. Practical
Operability Techniques
for Teams
7

8. Operability
making software work well
in Production
8

9. Operability
9
Scale
Restore
Inspect
Failover
Monitor
Diagnose
Secure
Cleardown
Report

10. “But can’t we just give
those things to an SRE?”
10

11. “But can’t we just give
those things to the
DevOp?”
11

12. Operability is
a shared concern
#BizDevTestSecOps
12

13. Operability is
a shared concern
#BizDevTestSecOps
13

14. 14

15. 15
A self-managed Kubernetes
cluster near you

16. Operability is
a shared concern
#BizDevTestSecOps
16

17. 17
SRE: operability consultants
Collaborate on
operability
here
CC BY-SA devopstopologies.com

18. Practical operability techniques
1. Modern logging with event IDs
2. Run Book dialogue sheets
3. Endpoint healthchecks
4. Correlation IDs
5. Lightweight User Personas
18

19. 19
Logging with Event IDs

20. Lack of observability for
distributed systems
20

21. Modern logging w/ Event IDs
Distinct application states
No “logorrhoea” (!)
Distributed tracing via logs
Build a shared understanding
21

22. search by event
Event ID
{Delivered,
InTransit,
Arrived}
22

23. transaction
trace
Correlation ID
612999958…
23

24. Modern logging with event IDs
helps to produce a well-defined
event space:
human-readable events
24

25. Which calls might fail?
25

26. How many distinct event
types (state transitions) in
your application?
26

27. 27

28. represent distinct states
28

29. enum
Human-readable sets:
unique values, sparse,
immutable
C#, Java, Python, node
(Ruby, PHP, …)
29

30. public enum EventID
{
// Badly-initialised logging data
NotSet = 0,
// An unrecognised event has occurred
UnexpectedError = 10000,
ApplicationStarted = 20000,
ApplicationShutdownNoticeReceived = 20001,
MessageQueued = 40000,
MessagePeeked = 40001,
BasketItemAdded = 60001,
BasketItemRemoved = 60002,
CreditCardDetailsSubmitted = 70001,
// ...
} 30

31. BasketItemAdded = 60001
BasketItemRemoved = 60002
31

32. example:
https://github.com/EqualExperts/opslogger
Sean Reilly
@seanjreilly 32

33. Example: video processing
On-demand processing of TV and
mobile streaming adverts
Ad-agency → TV broadcaster
High throughput
Glitch-free video & audio
33

34. Storage I/O
Worker Job
Queue
Upload
34

35. 35

36. 36

37. Example: video processing
Discover processing bottlenecks
Trigger alerts
Report on KPIs
Target areas for improvement
37

38. Modern logging w/ Event IDs
clarity about software behavior
reduce time to detect problems
increase team engagement
enhance collaboration
38

39. Modern Logging:
Collaborate on Event IDs
and Correlation traces for
better system awareness
39

40. Run Book dialogue sheets

41. Operational aspects not
addressed, or addressed
too late in the cycle
41

42. Run Book dialogue sheets
Checklists for typical
operational considerations
Team-friendly exploration
42

43. Run Book dialogue sheets help
to increase awareness of
operability within teams
43

44. runbooktemplate.infoRun Book dialogue sheets
44

45. System characteristics
Hours of operation
During what hours does the service or system actually need to operate? Can portions or features of the
system be unavailable at times if needed?
Hours of operation - core features
(e.g. 03:00-01:00 GMT+0)
Hours of operation - secondary features
(e.g. 07:00-23:00 GMT+0)
Data and processing flows
How and where does data flow through the system? What controls or triggers data flows?
(e.g. mobile requests / scheduled batch jobs / inbound IoT sensor data )
… 45

46. http://runbooktemplate.info/
Github, CC BY-SA
46

47. runbooktemplate.infoRun Book dialogue sheets
47

48. Run Book dialogue sheets
Early discovery of
operational requirements
Input to team backlog
“Shift-left” testing
Avoid operational problems
48

49. 49
http://operabilityquestions.com/
Github, CC BY-SA

50. OperabilityQuestions.com
Freeform, exploratory
questions for teams
Usability, viability, reliability,
observability, securability, …
(Github, CC BY-SA)
50

51. Run Book dialogue sheets:
Collaborate on operational
requirements for better
system awareness
51

52. Endpoint healthchecks

53. “Why has my deployment
failed again?”
“Why is Pre-Prod always
so flaky?”
53

54. Endpoint healthchecks
Simple HTTP check
Common way to assess any
service/app/component
Key operational requirement
54

55. endpoint healthchecks
Every runnable app/service/daemon
exposes /status/health
An HTTP GET to the endpoint returns:
200 – "I am healthy"
500 – "I am sick"
55

56. Endpoint healthchecks help
teams to collaborate on
service viability
56

57. endpoint healthchecks
Each component is responsible for
determining its own health and
viability – this is very contextual
57

58. endpoint healthchecks
Use JSON as a response type –
parsable by both
machines and humans!
58

59. 59

60. endpoint healthchecks
For databases and other non-HTTP
components, run a lightweight HTTP
service in front of the component
200 / 500 responses
60

61. Helper service
61

62. https://github.com/Lugribossk/simple-dashboard
62

63. 63
Question:
What does this look like for
Serverless?
¯_(ツ)_/¯

64. Endpoint healthchecks
Rapid diagnosis and visibility
Reduce confusion around
environment state
“Fail fast” → “learn sooner”
64

65. Endpoint healthchecks:
Collaborate on component
health status for better
system awareness
65

66. Correlation IDs

67. “Which nodes handled
the request?”
67

68. Correlation IDs
Unique-ish identifiers
Trace calls across machine &
container boundaries
Re-assemble HTTP
request/response later
68

69. ‘Unique-ish’ identifier for each request
Passed through downstream layers
69

70. Correlation IDs help teams to
think about the big picture:
end-to-end outcomes
70

71. Unique-ish ID
71

72. Synchronous HTTP:
X-HEADER e.g. X-trace-id
X-trace-id: 348e1cf8
If header is present, pass it on
(Yes, RFC6648, but this is internal only)
72

73. Asynchonous (queues, etc.):
Message Attributes, name:value pair
e.g. "trace-id":"348e1cf8"
AWS SQS: SendMessage() / ReceiveMessage()
Log the Correlation ID if present
73

74. Example: OpenTracing / PCF
3 tracing elements:
TraceID, SpanID, ParentSpan
"X-B3-TraceId" "X-B3-SpanId"
"X-B3-ParentSpan"
74

75. Example: OpenTracing / PCF
Always log the TraceID as-is
Log calling SpanID as ParentSpan
Log new SpanID
75

76. Trace
Span
ParentSpan
76

77. Correlation IDs
Detect bottlenecks and
unexpected interactions
Increase transparency
Learn about the system
77

78. Correlation IDs:
Collaborate on distributed
tracing for better system
awareness
78

79. Lightweight user personas

80. Software is difficult to
operate: poor UX for Ops.
80

81. Lightweight User Personas
Simple characterisation of
user needs for Dev/Test/Ops
Based on full UX user
personas but less detailed
81

82. Lightweight user personas:
Ops Engineer
Test Engineer
Build & Deployment Engineer
Service Owner
82

83. Lightweight user personas
help teams to build systems
with good UX for all users
83

84. Lightweight user personas:
Consider the User Experience (UX) of
engineers and team members using
and working with the software
84

85. http://www.keepitusable.com/blog/?tag=alan-cooper
85
Motivations
Goals
Frustrations

86. Lightweight user personas:
What data does the User Persona need
visible on a dashboard in order to
make decisions rapidly & safely?
86

87. https://www.geckoboard.com/blog/visualisation-upgrades-progressing-towards-a-more-useful-and-beautiful-dashboard/ 87

88. Lightweight User Personas
Empathise better with people
from other roles
Capture missing operational
requirements
88

89. Lightweight User Personas:
Collaborate on user needs
for better
system awareness
89

90. Summary
90

91. Operability
making software work well
in Production
91

92. 92

93. Lack of observability
Operational aspects not known
“Why has deployment failed?”
What handled the request?
Poor UX for Ops
93

94. 94
SRE: operability consultants
Collaborate on
operability
here
CC BY-SA devopstopologies.com

95. Logging with Event IDs
use enum-based Event IDs to
explore runtime behaviour and
fault conditions
95

96. Run Book dialogue sheets
explore and establish
operational requirements as a
team, around a physical table,
together
96

97. Endpoint healthchecks
HTTP 200 / 500 responses to
/status/health call with JSON
details – good for tools and
humans
97

98. Correlation IDs
trace execution using correlation IDs:
synchronous (HTTP X-trace-id)
async (SQS MessageAttribute)
98

99. Lightweight user personas
explore the UX and needs of
different roles for rapid
decisions via dashboards
99

100. use modern logging, Run Book
dialogue sheets, endpoint
healthchecks, correlation IDs,
and user personas as
team collaboration techniques
100

101. Team Guide to
Software Operability
Matthew Skelton & Rob Thatcher
operabilitybook.com
20% discount for SQUID meetup!
http://leanpub.com/SoftwareOperability/c/SquidMeetup
Download a free sample chapter
101

102. Resources
•Team Guide to Software Operability by Matthew Skelton
and Rob Thatcher http://operabilitybook.com/
•Run Book template & Run Book dialogue sheets
http://runbooktemplate.info/
•Operability Questions http://operabilityquestions.com/
•5 proven operability techniques for software teams
https://techbeacon.com/5-proven-operability-techniques-
software-teams
102

103. thank you
103
@matthewpskelton / operabilitybook.com
@ConfluxHQ / confluxdigital.net