|By Andreas Grabner||
|November 4, 2013 03:00 PM EST||
I personally don't like the term "War Room" when describing a firefighting situation that many software companies have to deal with when systems go down or have problems. The way these war rooms typically play out is that key personnel (engineers, operations, business) are summoned into a room until the problem is solved. This was the case back with the Apollo 13 mission and still is now when we look at the famous Facebook war room from Dec 2012:
The War Room back then - And Now: Not a whole lot different
What's the problem with these pictures? There are a lot of people in the room that have no clue whether the problem on hand is actually something they can fix or are responsible for. All of these people are summoned without first figuring out which people should look at the problem. Why is that? Because the collected "evidence" in the form of infrastructure monitoring data, log files, user complaints, etc., just shows symptoms but doesn't tell us anything about the actual impact and root cause of issues:
Would you know whom to bring into a war room based on these "facts"? Would you want to be one of them?
Looking at the previous image, it is hard to tell which people need to get in a room. Do we just need an Ops guy to restart the process that consumes all of the CPU? Or do we need an application expert that sifts through log files? Do we need to contact our mobile solution provider because it is an actual problem in the 3rd party mobile native app? The typical MO is to simply call-in everybody to figure out the root cause of the problem and with that pulling critical resources from other important projects without even knowing if these folks can actually help solving these problems. How can we change this? By asking the right questions first!
The 10 Real Questions to Ask
You don't need nice and shiny dashboards that show you an aggregated overview of twitter statuses, infrastructure health or insight into slow application transactions. You need data to answer the following questions - whether it is presented in nice dashboards or log files doesn't really matter:
Having answers to these 10 questions avoids calling too many people in a war room and improves handling of critical application problems
1. Is an individual user complaining?
Is it "just" the CEO that complains about a problem with your newly deployed internal app because a report doesn't work on his old IE6? Or is it "just" the end user in a remote location that still uses dial-up? Knowing whether a problem just happens for a single or a very small group of users is important to prioritize.
Analyzing the problem of the complaining user lets us assess whether it is a problem related to just "that" user, e.g, using an unsupported browser version, slow network connectivity,...
2. Are "all" users impacted?
If a large number of users are impacted but you may not have individuals that really complain about it you still need to know as it is very critical to you fix any problems that impact a large number of your users?
Having the evidence that a large number of people in a certain region, using a certain browser or a certain device makes it easy to prioritize this issue
3. Is the problem in the application?
The next question, after knowing whether users are impacted or not, is to figure out if the problem is in the application or not. This allows us to call in the application experts, architects and developers if needed. Looking at the performance distribution gives us an overview where our hotspots really are:
Where are the performance and problem hotspots? Is it really the application? Or do we need to involve other teams?
4. Is there a problem in the delivery chain?
Modern web applications rely on a long list of services along the delivery chain that lies outside of our own data center. That includes CDNs, third-party services, ISPs or mobile networks. Knowing the status of these services and their impact on end user performance of our own application allows us to answer whether to look into our own data center or calling up Akamai, Facebook & Co:
Do CDNs or other third-party services experience any performance issues and is that the root cause of our complaining users?
5. Is one uncritical transaction impacted?
When the error rate goes up - is it a critical transaction such as search? Or is it rather uncritical such as the Contact Page. Or is a BOT causing lots of errors because it crawls through pages that do not exist anyway or that require authentication and with that skews the overall error rate?
Analyzing which transactions drive the error rate may show you that these are not critical because either caused by a BOT or on pages that are not business critical
6. Are critical transactions impacted?
What if your critical transactions are impacted such as the landing page, login, search, or entering a ticket in your support system? These are critical transactions to you, your end users, or your colleagues that need to use the back office software for their daily tasks. If these are impacted you need to act fast. Therefore it is important to monitor these critical transactions on failure rate as well as performance. If these are impacted it is more important to act than other transactions that are not vital to your business - and - you also know which subject matter experts to call:
Monitoring your critical transactions allows you to identify problems on those areas that are critical for your business
7. Is the problem related to bad coding?
If application response time is getting slower, the first question is whether it is because of bad coding. Analyzing the performance hotspot to the code level can tell you whether most of the time is spent because of inefficient algorithms or just not following coding and architectural best practices:
Throwing thousands of exceptions to control program flow is not a good coding practice and also impacts performance
8. Does the infrastructure cause an issue?
What if it is not the app itself, but the app is running low on resources provided by the infrastructure? What if the CPU required to run the Garbage Collector is not available because the machine also runs lots of other services on an already over utilized machine? In that case it is time to think about the infrastructure - better distributing these applications and services or scaling the infrastructure:
Where does the memory shortage come from? Does it impact other processes on that machine? Which processes to move to a different machine?
9. Is the AppServer the issue?
Depending on the AppServer you are using you have multiple configuration options to optimize the usage for your environment. The question remains whether the AppServer might be responsible for performance issues caused by an incorrect setting or corrupt deployment. Correct resource pool (threads, database connection, ...) sizing, security settings or logging options can impact the performance. If it turns out that the AppServer is the problem contact your IBM, Oracle, Microsoft ... specialist:
A global synchronized logging feature of IBMs WebSphere caused this performance issue which can be resolved through configuration settings in the AppServer
10. Is the problem in the virtual machine?
Leveraging virtual compute power - whether it is from your local running VM server farm or running in one of the cloud providers - provides lots of flexibility. But it can also be the reason for performance problems if the virtual machines are not properly sized or are battling for resources with other virtual machines on the same virtual server. Knowing the impact of virtualization on the application allows you to call in the VM experts and not the app developers to solve a problem:
Understanding what is going in EC2, Azure or your VMware ESX Server allows you to figure out whether the virtualize environment is the root cause
Have an Answer to These Questions?
Now that you have an idea about the right questions to ask before you call a war room session together - or before you accept a call into such scenario, you can start focusing on preventing these sessions. Whether you are a developer, architect or on the business side, make sure you have the real facts available in order to get through these situations as fast as possible by calling in the RIGHT people and giving them the RIGHT data to analyze.
Better than spending time in War Rooms however is to prevent the number of times these situations come up. If you want to learn more about this check out some of the other blogs we recently wrote such as Performance-focused DevOps or - in case you happen to be getting ready for the holiday shopping season - Verify Readiness in Test & Pre-Production.
SYS-CON Events announced today that Outlyer, a monitoring service for DevOps and operations teams, has been named “Bronze Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Outlyer is a monitoring service for DevOps and Operations teams running Cloud, SaaS, Microservices and IoT deployments. Designed for today's dynamic environments that need beyond cloud-scale monitoring, we make monitoring effortless so you ...
Mar. 23, 2017 02:00 AM EDT Reads: 3,631
SYS-CON Events announced today that MobiDev, a client-oriented software development company, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place June 6-8, 2017, at the Javits Center in New York City, NY, and the 21st International Cloud Expo®, which will take place October 31-November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. MobiDev is a software company that develops and delivers turn-key mobile apps, websites, web services, and complex softw...
Mar. 23, 2017 01:15 AM EDT Reads: 3,275
In his General Session at 17th Cloud Expo, Bruce Swann, Senior Product Marketing Manager for Adobe Campaign, explored the key ingredients of cross-channel marketing in a digital world. Learn how the Adobe Marketing Cloud can help marketers embrace opportunities for personalized, relevant and real-time customer engagement across offline (direct mail, point of sale, call center) and digital (email, website, SMS, mobile apps, social networks, connected objects).
Mar. 22, 2017 11:00 PM EDT Reads: 2,922
With the introduction of IoT and Smart Living in every aspect of our lives, one question has become relevant: What are the security implications? To answer this, first we have to look and explore the security models of the technologies that IoT is founded upon. In his session at @ThingsExpo, Nevi Kaja, a Research Engineer at Ford Motor Company, will discuss some of the security challenges of the IoT infrastructure and relate how these aspects impact Smart Living. The material will be delivered i...
Mar. 22, 2017 10:15 PM EDT Reads: 1,697
SYS-CON Events announced today that Hitrons Solutions will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Hitrons Solutions Inc. is distributor in the North American market for unique products and services of small and medium-size businesses, including cloud services and solutions, SEO marketing platforms, and mobile applications.
Mar. 22, 2017 10:15 PM EDT Reads: 3,238
Your homes and cars can be automated and self-serviced. Why can't your storage? From simply asking questions to analyze and troubleshoot your infrastructure, to provisioning storage with snapshots, recovery and replication, your wildest sci-fi dream has come true. In his session at @DevOpsSummit at 20th Cloud Expo, Dan Florea, Director of Product Management at Tintri, will provide a ChatOps demo where you can talk to your storage and manage it from anywhere, through Slack and similar services ...
Mar. 22, 2017 06:15 PM EDT Reads: 3,928
SYS-CON Events announced today that CA Technologies has been named “Platinum Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY, and the 21st International Cloud Expo®, which will take place October 31-November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. CA Technologies helps customers succeed in a future where every business – from apparel to energy – is being rewritten by software. From ...
Mar. 22, 2017 04:30 PM EDT Reads: 814
SYS-CON Events announced today that Cloudistics, an on-premises cloud computing company, has been named “Bronze Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Cloudistics delivers a complete public cloud experience with composable on-premises infrastructures to medium and large enterprises. Its software-defined technology natively converges network, storage, compute, virtualization, and management into a ...
Mar. 22, 2017 03:45 PM EDT Reads: 1,155
Keeping pace with advancements in software delivery processes and tooling is taxing even for the most proficient organizations. Point tools, platforms, open source and the increasing adoption of private and public cloud services requires strong engineering rigor - all in the face of developer demands to use the tools of choice. As Agile has settled in as a mainstream practice, now DevOps has emerged as the next wave to improve software delivery speed and output. To make DevOps work, organization...
Mar. 22, 2017 03:30 PM EDT Reads: 799
My team embarked on building a data lake for our sales and marketing data to better understand customer journeys. This required building a hybrid data pipeline to connect our cloud CRM with the new Hadoop Data Lake. One challenge is that IT was not in a position to provide support until we proved value and marketing did not have the experience, so we embarked on the journey ourselves within the product marketing team for our line of business within Progress. In his session at @BigDataExpo, Sum...
Mar. 22, 2017 02:45 PM EDT Reads: 2,220
DevOps is often described as a combination of technology and culture. Without both, DevOps isn't complete. However, applying the culture to outdated technology is a recipe for disaster; as response times grow and connections between teams are delayed by technology, the culture will die. A Nutanix Enterprise Cloud has many benefits that provide the needed base for a true DevOps paradigm.
Mar. 22, 2017 02:00 PM EDT Reads: 875
SYS-CON Events announced today that Ocean9will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Ocean9 provides cloud services for Backup, Disaster Recovery (DRaaS) and instant Innovation, and redefines enterprise infrastructure with its cloud native subscription offerings for mission critical SAP workloads.
Mar. 22, 2017 02:00 PM EDT Reads: 1,371
With major technology companies and startups seriously embracing Cloud strategies, now is the perfect time to attend @CloudExpo | @ThingsExpo, June 6-8, 2017, at the Javits Center in New York City, NY and October 31 - November 2, 2017, Santa Clara Convention Center, CA. Learn what is going on, contribute to the discussions, and ensure that your enterprise is on the right path to Digital Transformation.
Mar. 22, 2017 01:30 PM EDT Reads: 8,131
SYS-CON Events announced today that T-Mobile will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. As America's Un-carrier, T-Mobile US, Inc., is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The Company's advanced nationwide 4G LTE network delivers outstanding wireless experiences to 67.4 million customers who are unwilling to compromise on ...
Mar. 22, 2017 12:00 PM EDT Reads: 1,405
SYS-CON Events announced today that SoftLayer, an IBM Company, has been named “Gold Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York, New York. SoftLayer, an IBM Company, provides cloud infrastructure as a service from a growing number of data centers and network points of presence around the world. SoftLayer’s customers range from Web startups to global enterprises.
Mar. 22, 2017 11:45 AM EDT Reads: 641
SYS-CON Events announced today that CrowdReviews.com has been named “Media Sponsor” of SYS-CON's 20th International Cloud Expo, which will take place on June 6–8, 2017, at the Javits Center in New York City, NY. CrowdReviews.com is a transparent online platform for determining which products and services are the best based on the opinion of the crowd. The crowd consists of Internet users that have experienced products and services first-hand and have an interest in letting other potential buyers...
Mar. 22, 2017 11:00 AM EDT Reads: 3,273
The taxi industry never saw Uber coming. Startups are a threat to incumbents like never before, and a major enabler for startups is that they are instantly “cloud ready.” If innovation moves at the pace of IT, then your company is in trouble. Why? Because your data center will not keep up with frenetic pace AWS, Microsoft and Google are rolling out new capabilities In his session at 20th Cloud Expo, Don Browning, VP of Cloud Architecture at Turner, will posit that disruption is inevitable for c...
Mar. 22, 2017 10:30 AM EDT Reads: 1,583
SYS-CON Events announced today that Infranics will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Since 2000, Infranics has developed SysMaster Suite, which is required for the stable and efficient management of ICT infrastructure. The ICT management solution developed and provided by Infranics continues to add intelligence to the ICT infrastructure through the IMC (Infra Management Cycle) based on mathemat...
Mar. 22, 2017 09:15 AM EDT Reads: 2,320
SYS-CON Events announced today that SD Times | BZ Media has been named “Media Sponsor” of SYS-CON's 20th International Cloud Expo, which will take place on June 6–8, 2017, at the Javits Center in New York City, NY. BZ Media LLC is a high-tech media company that produces technical conferences and expositions, and publishes a magazine, newsletters and websites in the software development, SharePoint, mobile development and commercial UAV markets.
Mar. 22, 2017 09:00 AM EDT Reads: 3,950
Now that the world has connected “things,” we need to build these devices as truly intelligent in order to create instantaneous and precise results. This means you have to do as much of the processing at the point of entry as you can: at the edge. The killer use cases for IoT are becoming manifest through AI engines on edge devices. An autonomous car has this dual edge/cloud analytics model, producing precise, real-time results. In his session at @ThingsExpo, John Crupi, Vice President and Eng...
Mar. 22, 2017 08:30 AM EDT Reads: 3,365