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DevOpsDays Austin: Helping Horses Become Unicorns, Chef's Operations Maturity Model
Chef’s Operations Maturity Model:
Helping Horses Become Unicorns
Matt Ray
DevopsDays Austin
May 5, 2014
Introductions
• Matt Ray
• Director Partner
Integration at Chef
• matt@getchef.com
• mattray GitHub|IRC|
Twitter
“If there’s anything that all horses hate,
it’s hearing stories about unicorns.”
Chris Little
http://pichost.me/1468004/
DevOps Unicorns
• Etsy
• Facebook
• Netflix
https://keepinghouseandhorse.files.wordpress.com/2013/10/photoshop3.jpeg
But… Enterprise
• Our applications are too
complex
• Politics get in the way
• We’ve always done it
this way
It’s Not Magic
• Not everyone requires
Continuous Delivery
• They require:
•Higher reliability
•Greater visibility
•More resilience
•Faster response
https://img0.etsystatic.com/000/0/5209298/il_fullxfull.282855902.jpg
How Do We Get There?
The Map is not the Territory
• Comparative study of Operational
Maturity Models
• On one end: ad-hoc, slow to
respond, “traditional” approach
• At the other: very fast, fully
automated, and disaster
indifferent
• Figure out what is most important
to your Organization
https://www.chimacumtack.com/images/measurehorse.jpg
Fitting the Model
• Varying degrees of adoption
• Operational trends often
correlated and relational, but not
definitive
• Roadmap for improving time to
deployment and lower time to
recovery
• Understand the challenges, set
real expectations for progress
http://www.web3dservice.com/3d_models/images/unicorn_3d_model_03.jpg
Roadmap Considerations
• Hardware Management
• OS Management
• Infrastructure Management
• Software Deployments
• Incident Management
• Disaster Recovery
http://cultofunicorn.com/wp-content/uploads/2013/05/Unicorn_horse.jpg
Hardware Management
Every Server is Sacred!
• HA Support expected across the entire stack
• Dependence on vendor/on-site SE for replacement/maintenance
• “This is the best hardware money can buy!”
• Architecture Review and Request Forms for all changes
• “Tier 1” data centers
• Every project special snowflake
1 SysAdmin to 25-250 systems?
Automate Common Tasks
Maybe not ALL servers are sacred…
• Start using some farms of standardized machines
• Fewer support contracts, less dependence on vendor/on-site
support
• Architecture Reviews for new services with some implementation
standardization
• HA support across most of the stack
• Probably still using “Tier 1” data centers with excess redundancy
1 Systems Engineer to 250-500 systems
Configuration Management
Most of these servers aren’t sacred?
• Limited support on ALL systems
• On-site support used sparingly, lower-skill onsite staff for “normal” failures
• Architecture Reviews only manage exceptions. Automated requests may be
exposed via emerging APIs
• Wide adoption of virtualization: server instances are commoditized
• Hardware becoming standardized and easy to replace
• Smaller, more efficient data centers.
• Limited redundancy with hot/hot/hot N+1/N HA strategies
Application Management
1 Systems Engineer to 500-1000 Systems
None of the servers are sacred
• Infrastructure as a Service
• Hardware (if any) is fully commoditized
• Hardware is completely standardized, special cases
are regarded as a risk to business
• Redundant Array of Inexpensive Data centers
1 Site Reliability Engineer to 1000+ Systems
Continuous Delivery
1 Site Reliability Engineer to 1000+ Systems
Continuous Delivery
Operating System Management
Operating Systems Management
• Many OS flavors and versions. Manual, irregular patching
• Limited flavors and versions, planned upgrades. “Patch
Tuesday!”
• Standard versions using JEOS with regular upgrades.
Automated patching.
• Internally maintained versions, constant upgrades
http://www.smallwebs.com/Swords/images/UK1796HC2d/SCOTLANDFOREVER2.jpg
Incident Management
Incident Threshold: Recovery Time
• Which teams have regular on call responsibilities?
• What is expected of someone on call?
• How are people notified & engaged on an incident?
Incident Threshold: Recovery Time
• "Something is wrong!" 12+ hours
• "Something is wrong with the…!" 1-12 hours
• "Something went wrong with your deployment!”
<60 minutes
• "The core infrastructure fabric is down!”
seconds - 10 minutes
Postmortems
http://photography.nationalgeographic.com/photography/photo-of-the-day/
Postmortems
• Postmortem Focus
• Root Cause Orientation
• Root Cause Mitigation/
Resolution
• Root Cause Elimination
Rate
http://img3.wikia.nocookie.net/__cb20111008164412/mlpfanart/images/thumb/b/b2/Twilight_Sparkle_Angry_by_Ivan-Chan.png/597px-Twilight_Sparkle_Angry_by_Ivan-Chan.png
Postmortems: Ad Hoc
• "Human Error”: blame finding & punishment
• "Triggering Event”: blaming specific operator error or
specific hardware failures
• Cycle between protecting heroes and then firing
them
• <10% - Mostly break fix detection
Postmortems: Formal
• Focus on "Triggering Event" or "Human Error", but
blaming process and/or infrastructure
• "Let's implement more process and overhead”
• 10% within 3 months - mostly simple fixes
• Tracking but little progress against goals vs. other
priorities, frequent recurrence
Postmortems: Officially "Blame Free"
• Primary focus on on underlying technical root causes,
systemic fixes
• Improved tooling, programatic checks, operator tools
for special cases. Some focus on building resiliency
• 20% - Easily fixable issues eliminated within 3
months, programs to eliminate larger issues over time
Postmortems: “5 Whys”
• Including business and cultural issues
• Primary focus on insights and opportunities from
lessons learned
• Increased resiliency and appropriate operator tools,
focus on self-healing fixes
• Recurrence becomes infrequent and is a big deal
Navigating the Change
• Many more mile markers
• Roadmap to improve your
• Mean Time To Production
• Mean Time to Recovery
Becoming a Unicorn is Possible
• Approach the challenges
with realistic expectations
for your organization
• Always room for
improvement
• Culture trumps everything
http://webecoist.momtastic.com/wp-content/uploads/2010/09/unicorns_3x.jpg
Where Can I Download It?
bit.ly/Chef-OMM
Thanks!
Matt Ray
matt@getchef.com
@mattray
!
Thanks to George Miranda, Paul Edelhertz & Jesse Robbins
DevOpsDays Austin: Helping Horses Become Unicorns, Chef's Operations Maturity Model

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DevOpsDays Austin: Helping Horses Become Unicorns, Chef's Operations Maturity Model

  • 2. Chef’s Operations Maturity Model: Helping Horses Become Unicorns Matt Ray DevopsDays Austin May 5, 2014
  • 3. Introductions • Matt Ray • Director Partner Integration at Chef • matt@getchef.com • mattray GitHub|IRC| Twitter
  • 4. “If there’s anything that all horses hate, it’s hearing stories about unicorns.” Chris Little
  • 6. https://keepinghouseandhorse.files.wordpress.com/2013/10/photoshop3.jpeg But… Enterprise • Our applications are too complex • Politics get in the way • We’ve always done it this way
  • 7. It’s Not Magic • Not everyone requires Continuous Delivery • They require: •Higher reliability •Greater visibility •More resilience •Faster response
  • 9. The Map is not the Territory • Comparative study of Operational Maturity Models • On one end: ad-hoc, slow to respond, “traditional” approach • At the other: very fast, fully automated, and disaster indifferent • Figure out what is most important to your Organization https://www.chimacumtack.com/images/measurehorse.jpg
  • 10. Fitting the Model • Varying degrees of adoption • Operational trends often correlated and relational, but not definitive • Roadmap for improving time to deployment and lower time to recovery • Understand the challenges, set real expectations for progress http://www.web3dservice.com/3d_models/images/unicorn_3d_model_03.jpg
  • 11. Roadmap Considerations • Hardware Management • OS Management • Infrastructure Management • Software Deployments • Incident Management • Disaster Recovery http://cultofunicorn.com/wp-content/uploads/2013/05/Unicorn_horse.jpg
  • 13. Every Server is Sacred! • HA Support expected across the entire stack • Dependence on vendor/on-site SE for replacement/maintenance • “This is the best hardware money can buy!” • Architecture Review and Request Forms for all changes • “Tier 1” data centers • Every project special snowflake
  • 14. 1 SysAdmin to 25-250 systems? Automate Common Tasks
  • 15. Maybe not ALL servers are sacred… • Start using some farms of standardized machines • Fewer support contracts, less dependence on vendor/on-site support • Architecture Reviews for new services with some implementation standardization • HA support across most of the stack • Probably still using “Tier 1” data centers with excess redundancy
  • 16. 1 Systems Engineer to 250-500 systems Configuration Management
  • 17. Most of these servers aren’t sacred? • Limited support on ALL systems • On-site support used sparingly, lower-skill onsite staff for “normal” failures • Architecture Reviews only manage exceptions. Automated requests may be exposed via emerging APIs • Wide adoption of virtualization: server instances are commoditized • Hardware becoming standardized and easy to replace • Smaller, more efficient data centers. • Limited redundancy with hot/hot/hot N+1/N HA strategies
  • 18. Application Management 1 Systems Engineer to 500-1000 Systems
  • 19. None of the servers are sacred • Infrastructure as a Service • Hardware (if any) is fully commoditized • Hardware is completely standardized, special cases are regarded as a risk to business • Redundant Array of Inexpensive Data centers
  • 20. 1 Site Reliability Engineer to 1000+ Systems Continuous Delivery
  • 21. 1 Site Reliability Engineer to 1000+ Systems Continuous Delivery
  • 23. Operating Systems Management • Many OS flavors and versions. Manual, irregular patching • Limited flavors and versions, planned upgrades. “Patch Tuesday!” • Standard versions using JEOS with regular upgrades. Automated patching. • Internally maintained versions, constant upgrades
  • 25. Incident Threshold: Recovery Time • Which teams have regular on call responsibilities? • What is expected of someone on call? • How are people notified & engaged on an incident?
  • 26. Incident Threshold: Recovery Time • "Something is wrong!" 12+ hours • "Something is wrong with the…!" 1-12 hours • "Something went wrong with your deployment!” <60 minutes • "The core infrastructure fabric is down!” seconds - 10 minutes
  • 28. Postmortems • Postmortem Focus • Root Cause Orientation • Root Cause Mitigation/ Resolution • Root Cause Elimination Rate http://img3.wikia.nocookie.net/__cb20111008164412/mlpfanart/images/thumb/b/b2/Twilight_Sparkle_Angry_by_Ivan-Chan.png/597px-Twilight_Sparkle_Angry_by_Ivan-Chan.png
  • 29. Postmortems: Ad Hoc • "Human Error”: blame finding & punishment • "Triggering Event”: blaming specific operator error or specific hardware failures • Cycle between protecting heroes and then firing them • <10% - Mostly break fix detection
  • 30. Postmortems: Formal • Focus on "Triggering Event" or "Human Error", but blaming process and/or infrastructure • "Let's implement more process and overhead” • 10% within 3 months - mostly simple fixes • Tracking but little progress against goals vs. other priorities, frequent recurrence
  • 31. Postmortems: Officially "Blame Free" • Primary focus on on underlying technical root causes, systemic fixes • Improved tooling, programatic checks, operator tools for special cases. Some focus on building resiliency • 20% - Easily fixable issues eliminated within 3 months, programs to eliminate larger issues over time
  • 32. Postmortems: “5 Whys” • Including business and cultural issues • Primary focus on insights and opportunities from lessons learned • Increased resiliency and appropriate operator tools, focus on self-healing fixes • Recurrence becomes infrequent and is a big deal
  • 33. Navigating the Change • Many more mile markers • Roadmap to improve your • Mean Time To Production • Mean Time to Recovery
  • 34. Becoming a Unicorn is Possible • Approach the challenges with realistic expectations for your organization • Always room for improvement • Culture trumps everything http://webecoist.momtastic.com/wp-content/uploads/2010/09/unicorns_3x.jpg
  • 35. Where Can I Download It? bit.ly/Chef-OMM
  • 36. Thanks! Matt Ray matt@getchef.com @mattray ! Thanks to George Miranda, Paul Edelhertz & Jesse Robbins