SRE: the good, the bad, and the ouch

by Holly Cummins

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SRE: the good, the bad, and the ouch Holly Cummins Red Hat WTF is SRE April 28, 2022

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE @holly_cummins

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE @holly_cummins

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE @holly_cummins confession:

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE @holly_cummins confession: i am not an SRE

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE @holly_cummins confession: i am not an SRE Robert Barron Cansu Kavılı Örnek but some of my good friends are

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE Robert Barron IBM Garage Cansu Kavılı Örnek Red Hat Open Innovation Labs

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE thanks for the stories, Robert and Cansu Robert Barron IBM Garage Cansu Kavılı Örnek Red Hat Open Innovation Labs

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE thanks for the stories, Robert and Cansu Robert Barron IBM Garage Cansu Kavılı Örnek Red Hat Open Innovation Labs

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE thanks for the stories, Robert and Cansu Robert Barron IBM Garage Cansu Kavılı Örnek Red Hat Open Innovation Labs

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE poll: who are you? sli.do #886041

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE what is SRE?

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE what is SRE?

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE no really, WTF is SRE?

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE SRE what ops would be like if it was done by software engineers

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE what was wrong with the old way of doing ops?

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE old ops

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE manual old ops

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE manual repetitive old ops

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE manual repetitive siloed old ops

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE manual repetitive siloed not aligned to business goals old ops

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE manual repetitive siloed not aligned to business goals unable to handle complexity of cloud native old ops

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE eliminate repetitive tasks

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE eliminate toil

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE aligned incentives

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE failure is a symptom, not a cause

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE devops?

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE automate everything DevOps SRE

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE holistic + collaborative DevOps SRE

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE what could possibly go wrong?

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE poll: where did you come from? sli.do #886041

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@holly_cummins IBM Garage true story “we’re SRE now” the cunning rebrand

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@holly_cummins IBM Garage true story “we’re SRE now” the cunning rebrand

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE SRE: what ops would be like if it was done by software engineers software engineer

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE SRE: what ops would be like if it was done by software engineers software engineer

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE SRE: what ops would be like if it was done by software engineers ops software engineer

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE ops SRE: what ops would be like if it was done by ops?

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE ops SRE: what ops would be like if it was done by ops?

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE we’ve read the book!

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@holly_cummins IBM Garage true story “we are just as good: we have scripts” the cunning rebrand

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE what triggers the scripts?

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE dev how much contact do SRE have with dev? SRE

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE dev how much contact do SRE have with dev? SRE

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE dev are there any SRE NFRs in the dev backlog? SRE

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE uh … we never thought of speaking to the developers

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@holly_cummins IBM Garage true story “we do SRE … in silos” the cunning rebrand

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE I am not designed for this.

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE two war rooms

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE team mainframe team mobile

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE team mainframe team mobile we’re responsible for stability of the mainframe we’re responsible for stability of the front end

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE team mainframe team mobile the ambassador we’re responsible for stability of the mainframe we’re responsible for stability of the front end we’re responsible for stability of the mainframe … as long as it’s used correctly

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@holly_cummins IBM Garage true story “we have a ticket per team, not per incident” dots aren’t connected

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“we want to do SRE but we don’t have enough permissions on our systems”

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE “the DBAs don’t trust us”

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE “it takes us 15 minutes just to get permission to run a standard set of SQL diagnostic statements”

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE “it takes us 15 minutes just to get permission to run a standard set of SQL diagnostic statements”

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE silos cost

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@holly_cummins IBM Garage true story “we do post-mortems after every incident … maybe” the gap between intent and reality

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE measure the number of incidents

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE measure the number of incidents measure the number of post-mortems

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE measure the number of incidents measure the number of post-mortems see if they match

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE advanced metrics:

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE advanced metrics: how many people were in the post-mortem?

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE advanced metrics: how many people were in the post-mortem? does it include more than the people directly involved?

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE advanced metrics: how many people were in the post-mortem? does it include more than the people directly involved? did we invite more than our own team?

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@holly_cummins IBM Garage true story “no one says anything in our blameless post-mortems”

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE ‘blameless’ post-mortem

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE if involvement in an incident is punished, people will avoid engaging with systems

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE “great idea, go build that!” if ideas are punished with extra work, people will try not to have ideas

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@holly_cummins IBM Garage true story “we have success metrics” the perverse incentive

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE metrics are good

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE SREs are data-driven

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE but …

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE as senior leaders, be careful what you incentivise

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE be careful what behaviours you discourage

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@holly_cummins IBM Garage true story “we count how many incidents we have; if the number goes down, it means we are working better” the perverse incentive

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE during the holidays, quality is outstanding!

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE delivery excellence!

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE fewer people working → fewer incidents

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE new release → more incidents

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE are you measuring the right things?

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“management has weaponised the metrics”

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE measure things, not people

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE what should you measure?

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE make work visible

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@holly_cummins IBM Garage true story “we never seem to complete the work we planned” the email timesink

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE theory 1 sprint

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE theory 1 sprint 50% story points

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE theory 1 sprint 50% story points 50% unplanned work (tickets)

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE theory reality 1 sprint 50% story points 50% unplanned work (tickets)

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE theory reality 1 sprint 50% story points 10% story points 50% unplanned work (tickets)

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE theory reality 1 sprint 50% story points 10% story points 50% unplanned work (tickets) 50% tickets

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE theory reality 1 sprint 50% story points 10% story points 50% unplanned work (tickets) 50% tickets 40% ??

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE theory reality 1 sprint 50% story points 10% story points 50% unplanned work (tickets) 50% tickets 40% ??

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE “can you just … “

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE “can you just … “ “how do I do this?”

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE “can you just … “ “how do I do this?” “where is this documented?”

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE “can you just … “ “how do I do this?” “where is this documented?”

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE this wasn’t a team failure

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE this wasn’t a team failure it was a data quality issue

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE this wasn’t a team failure it was a data quality issue it was a process issue

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE track work use the data to eliminate toil

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE measure blockers

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE mean time to failure? mean time to detect problems?

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE what is failure in a complex system? if a system goes down but user experience is fine, does that count?

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE measure “what have I learned” measure “have I made sure it won’t happen again”

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@holly_cummins IBM Garage true client story “we can’t actually release this.” value on the shelf

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE are our incentives hurting us?

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE what’s stopping more frequent deploys?

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE “it costs too much to release”

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE “it costs too much to release” you can fix that

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE “we can’t ship until we have more confidence in the quality”

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE “we can’t ship until we have more confidence in the quality” you can fix that

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE deferred wiring

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE feature flags

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@holly_cummins IBM Garage true client story “we can’t release this microservice… we deploy all our microservices at the same time… because otherwise nothing works.” the monolithic microservices

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE let’s talk about microservices

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@holly_cummins IBM Garage true client story “every time we change code, something breaks” the peril of microservices

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE just because a system runs across 6 containers doesn’t mean it’s decoupled

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE mars climate explorer

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@holly_cummins #IBMGarage Courtesy NASA/ JPL-Caltech

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No content

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No content

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distributing did not help

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metric units distributing did not help

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metric units imperial units distributing did not help

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE testing

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE $370 million loss https://en.wikipedia.org/wiki/Cluster_(spacecraft) Cluster + Ariane 5

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE they tested it …

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE they tested it … but stubbed out one component.

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE they tested it … but stubbed out one component. that component was the one that broke.

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE you can’t a/b test a $370 million rocket the ariane failed in 36 seconds

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE testing will always be incomplete aim for recoverability

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE resilience

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE resilience recoverability

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE observability

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they often couldn’t see the explorer

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feedback is good engineering

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE when SRE is right it is great

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bank

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE team mainframe team mobile remember this bank?

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE team mainframe team mobile we’re responsible for stability of the front end remember this bank?

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE team mainframe team mobile the ambassador we’re responsible for stability of the front end we’re responsible for stability of the mainframe … as long as it’s used correctly remember this bank?

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE another department … web front-end back-end one team

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE another department … web front-end back-end one team mobile front-end

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE one team, range of techniques canary deploys CI/CD pipelines one team CI/CD pipelines big-bang deploys onto AIX

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE by the way …

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE big bang deploys

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE big bang deploys 50% failure rate

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE canary deploys big bang deploys 50% failure rate

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE 10% failure rate canary deploys big bang deploys 50% failure rate

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industrial

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remember the suspicious DBAs?

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE two root problems: • automation • trust and transparency

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE trigger automation via slack

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE because it was transparent, DBAs were happy and automated more things

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE what happens when things go wrong?

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE leadership need to provide a safety net.

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE celebrate success celebrate failure

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE celebrate success celebrate learning

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE remember the why

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@holly_cummins PREVAIL Technical Conference 2021 #WTFisSRE better, safer, faster, happier

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thank you! #RedHat @holly_cummins