Stop the Burn while Firefighting

Similar to the previous On-Call talk cut for CD Summit, Denver, CO.

Transcript

1. Aaron Aldrich @CrayZeigh @CageData THE HUMANE TREATMENT OF ON-CALL ENGINEERS STOP BURNOUT WHILE FIREFIGHTING
2. HI! AARON ALDRICH ▸ @CrayZeigh ▸ aaldrich@cagedata.com ▸ Cage Data, Inc. ▸ @CageData ▸ Husband, Father, Musician, Board Gamer
3. Aaron Aldrich @CrayZeigh
 @CageData THE BURNOUT PROBLEM
4. Aaron Aldrich @CrayZeigh
 @CageData
5. Aaron Aldrich @CrayZeigh
 @CageData
6. Aaron Aldrich @CrayZeigh
 @CageData ON CALL ONE PIECE OF THE PUZZLE
7. Aaron Aldrich @CrayZeigh
 @CageData Humans can’t work all the time. We need food and sleep and free time.
8. Aaron Aldrich @CrayZeigh
 @CageData
9. Aaron Aldrich @CrayZeigh
 @CageData On-Call: an Emergency Response Team for your technology assets
10. Aaron Aldrich @CrayZeigh
 @CageData
11. Aaron Aldrich @CrayZeigh
 @CageData MAKING ON CALL MEANINGFUL ACTIONABLE ALERTS
12. Aaron Aldrich @CrayZeigh
 @CageData Being on call should mean something more than just being woken up in the middle of the night.
13. Aaron Aldrich @CrayZeigh
 @CageData
14. Aaron Aldrich @CrayZeigh
 @CageData ACTIONABLE ALERTS Does it Matter? Can it wait? Can the alerted respond?
15. Aaron Aldrich @CrayZeigh
 @CageData Does it Matter?
16. Aaron Aldrich @CrayZeigh
 @CageData
17. Aaron Aldrich @CrayZeigh
 @CageData If there’s nothing to do, log it for later
18. Aaron Aldrich @CrayZeigh
 @CageData Can it wait?
19. Aaron Aldrich - @CrayZeigh IT SOUNDS PLAUSIBLE ENOUGH TONIGHT, BUT WAIT UNTIL TOMORROW. WAIT FOR THE COMMON SENSE OF THE MORNING. HG Wells, The Time Machine
20. Aaron Aldrich @CrayZeigh
 @CageData
21. Aaron Aldrich @CrayZeigh
 @CageData Can the alerted respond?
22. Aaron Aldrich @CrayZeigh
 @CageData The person receiving an alert should be equipped to deal with it
23. Aaron Aldrich @CrayZeigh
 @CageData
24. Aaron Aldrich @CrayZeigh
 @CageData BUILDING A SUPPORT STRUCTURE SHIFTING DEPARTMENTS
25. Aaron Aldrich @CrayZeigh
 @CageData
26. Aaron Aldrich @CrayZeigh
 @CageData
27. Aaron Aldrich @CrayZeigh
 @CageData
28. Aaron Aldrich @CrayZeigh
 @CageData Runbooks are the bread and butter of the late-night work process.
29. Aaron Aldrich @CrayZeigh
 @CageData Runbooks tell us What and How
30. Aaron Aldrich @CrayZeigh
 @CageData
31. Aaron Aldrich @CrayZeigh
 @CageData Good Runbooks make automation possible
32. Aaron Aldrich @CrayZeigh
 @CageData Calling for Backup is OK
33. Aaron Aldrich @CrayZeigh
 @CageData CHANGING THE WAY WE TALK ABOUT ON CALL SHIFTING CULTURE
34. Aaron Aldrich @CrayZeigh
 @CageData /r/notinteresting
35. Aaron Aldrich @CrayZeigh
 @CageData Good stories contain struggle
36. Aaron Aldrich @CrayZeigh
 @CageData
37. Aaron Aldrich @CrayZeigh
 @CageData
38. Aaron Aldrich - @CrayZeigh SOFTWARE DEVELOPMENT, IT TURNS OUT, IS A TEAM SPORT… AND WHAT’S WORSE, ENCOURAGING THE HERO MENTALITY LEADS TO CORROSIVE DYSFUNCTION IN SOFTWARE TEAMS. Rob Mee, Pivotal Labs
39. Aaron Aldrich @CrayZeigh
 @CageData COMPENSATION FOR EXTRA UNPLANNED WORK We need to compensate our engineers for completing 
 Extra-work
40. Aaron Aldrich @CrayZeigh
 @CageData Blameless Postmortems
41. Aaron Aldrich @CrayZeigh
 @CageData WHAT IS A BLAMELESS POSTMORTEM? ▸ Team members are accountable but not responsible ▸ Complete Transparency ▸ Deeper look at circumstances ▸ What happened and how to improve it (specific details) ▸ Real conditions of failure in complex systems @jasonhand http://www.slideshare.net/jhand2/its-not-your-fault-blameless-post-mortems
42. Aaron Aldrich @CrayZeigh
 @CageData WHAT’S IN A NAME? LEARNING RETROSPECTIVE
43. Aaron Aldrich @CrayZeigh
 @CageData LET ME SUM UP. …THERE IS TOO MUCH
44. Aaron Aldrich @CrayZeigh
 @CageData
45. Aaron Aldrich @CrayZeigh
 @CageData
46. QUESTIONS? AARON ALDRICH @CrayZeigh
 aaldrich@cagedata.com Cage Data, Inc.
 @CageData http://devops.cagedata.com ?