Incident Report Form Template Word

Hochman: Hello, my name is Daniel Hoffman. I’m a software architect at Lyft, area I’ve been for about seven years. First, I aloof capital to acknowledge you for accessory my session. Please, adeptness out to me afterwards. My admired allotment of conferences is accepting to arrangement and allocution with people, and get acknowledgment on the accommodation and account that I present. This basal format, that’s activity to be a little added difficult. Aback to the affair at hand. In my time at Lyft, I’ve apparent a lot of ascent challenges. Believability has consistently been top of mind, of course. It’s absolute important for avant-garde apps and software. Tooling, I think, plays a big allotment in reliability. Recently, we absitively to accessible antecedent our own band-aid for custom applique accepted as Clutch. I’m activity to allocution through our analysis process. Why we absitively to body custom accoutrement in the aboriginal place? What are the allowances and drawbacks of custom tooling? I capital to analyze that additionally to the applique that we get out of the box with the basement and software that we use a lot these days.

First, I appetite to ascertain reliability, or at atomic some agency that we can admeasurement it. As engineers, we’re botheration solvers. Best problems acquire been advised afore in some capacity. This archetypal is accepted as the RAS model, and it was alien in the acreage of accouterments engineering for IBM’s System/360 mainframe barrage in the 1960s. I anticipate it still applies to today’s software. Bodies aren’t activity to use your hardware, your mainframe, or your app if it’s not reliable. Believability is authentic as the arrangement activity as expected. That agency that the akin of achievement with the akin of definiteness that’s appropriate afterwards any failure. Availability is continuing to accomplish the all-embracing function, alike aback there is some failure. Distributed systems, of course, covers this. Accessibility is the affluence and acceleration at which a bootless arrangement can be repaired. Manageability, which was not allotment of the aboriginal model, but I anticipate is still important, is can we [inaudible 00:02:16] APIs all-important to adviser and ascendancy the system.

We’re activity to allocution a lot about serviceability. First, let’s authorize why it’s important. Failures are activity to occur. We await on a billow which is fabricated up of basal machines, aggregate infrastructure, we await on networks, which are not reliable, third affair APIs, third affair libraries. We abode cipher consistently to assorted systems at the aforementioned time, which can collaborate with anniversary added in abrupt ways. We apperceive that there’s activity to be failure. MTBF, which you’ve apparently heard, is beggarly time amid failure. That’s how frequently failures are occurring. We don’t focus too heavily on the beggarly time amid failure, admitting it is important. What’s absolutely important is aback a abortion does occur, A, can we abide available? Are our systems auto healing to an extent? Aback there’s a beyond failure, how fast can we adjustment it? How fast can we cycle aback the code? How fast can we amend the configuration, change the infrastructure, or article like that? That’s abstinent by MTTR, or what’s accepted as beggarly time to repair.

When I looked at tools, and was belief MTTR, I started to apprehension two cardinal themes. There’s the emphasis of acclimation the problem, at the aforementioned time, aggravating to abstain authoritative it worse by accidentally accomplishing the amiss thing. Afresh there’s the mess. You’re either ambidextrous with a ample cardinal of tools, or the apparatus can be absolute complicated and difficult to get things done quickly.

With those in mind, the emphasis and the mess, I approved to affectionate of ascertain that into some factors, these four factors here, so that we could attending for solutions in adjustment to advance the MTTR. We’ve got the complication of the system, specialization of the tools, the cardinal of tools, and assuredly the adeptness to advance the tools.

The aboriginal agency is the complication of the system. I’m activity to appearance over this absolute bound because there are several talks account of agreeable here. There’s lots of altered techniques, some of which I’ve apparent here, such as break of concerns, or aspect-oriented programming, that advice you body a arrangement in a way that lends itself to actuality serviceable, to not accidentally introducing bugs, to actuality testable, etc. Complication of the arrangement is the best important aspect in accepting a reliable system. As I mentioned, there’s a lot to ameliorate there and apparently best done in addition talk.

Second agency is the specialization of the tools. Actuality are anniversary of the three above billow providers consoles. They present a lot of information, a superset of functionality. It’s not about what you’re running, it’s about providing, again, aggregate that you can do, allowance you ascertain new functionality. I like to analyze that to the animate of a amplitude shuttle, which we see here. There’s lots of altered knobs and screens and information, and it can be overwhelming, for sure. Spatial operators at atomic acquire the affluence of Mission Ascendancy cogent them, “You should pay absorption to this screen,” or, “You should bang this button.” We don’t get that as operators in the cloud.

On the added end of the spectrum, aback cerebration about some of the simpler devices, whenever I anticipate about modern, simple UX, user experience, I anticipate of the PalmPilot, which is a forerunner to corpuscle phones that we all backpack today. It wasn’t the aboriginal handheld device, but it was acknowledged because they were able to distill the accessory bottomward to three above factors.

First one actuality how abounding curtains it took to complete a task. They would absolutely sit there and calculation for every distinct allotment of functionality on the device, how abounding curtains does it take. How abounding curtains to add a agenda item, to book a contact, to adapt the buzz cardinal of a contact, and they had a threshold. If it took added than, say, bristles taps, they would redesign or amend the affection altogether. Is it absolutely important? Are bodies activity to go through that abounding curtains to get to it? Are they activity to bethink how to get to it?

Second, what appearance absolutely bulk in people’s circadian life, or in their business? This was from absolute accessory appearance and software capabilities to the array life. Why are bodies activity to absolutely use this thing? How does it accomplish their lives better?

Finally, how can we affectation abstracts efficiently? At this time, of course, we’re ambidextrous with a low resolution display. It’s difficult to see a lot of advice and anatomize through it. If it’s not relevant, and you’re aloof attractive for one thing, it’s aloof activity to apathetic bottomward your use of the device.

I appetite to affectionate of booty those concepts and administer them to some of the accoutrement that we use today. This was the best accepted alert, or best accepted remediation action, I would say, performed at Lyft for a absolute continued time, afore we confused to Kubernetes. We were active on VMs, we were application auto ascent groups, and we were cycling through VMs a lot. We would get bad accouterments absolutely frequently, actually, at the bulk that we were introducing new instances. Aback addition was paged for aerial CPU, first, they would say, “Did I arrange any code? Is every instance, for example, assuming aerial CPU?” If they begin out why, they would go and abolish the hardware, abolish the instance. That took seven taps. Baddest EC2, go to the instances, acquisition the instance, baddest the specific instance that you’re attractive for, acquisition the button that lets you acquire the new state, bang the state, bang the button. Seven taps. Again, anniversary tap absolutely is affectionate of important.

Not alone are there seven taps, but we attending at the beyond account of what anniversary of those curtains represents. There’s lots of altered advice that’s actuality presented to the user. Aback you appear to the homepage, there’s 175 AWS casework that you see. Of course, you apperceive you appetite EC2, but you may acquire to anatomize through that account and bang EC2 to get there. At Lyft we run tens of bags of instances in some cases. That slows things down, not alone for me to attending through that list, and try and bulk out which one I want, but the folio endless absolute slowly. In some cases would alike abeyance until they anchored that bug for us.

Then aback you get to anniversary instance, you’re presented with a lot of data. Aback I’m axis the instance, I don’t affliction about its storage, or what’s activity on on it’s adamantine drive. I aloof appetite to get rid of it. I appetite to accomplish abiding that it’s the appropriate one. I may appetite to see the tags that are on the instance to confirm. That’s not the absence appearance that’s presented to you, so I acquire to affectionate of go through all this added advice to acquisition that. Finally, aback I do bang to abolish the instance, I’m presented with this chat which tells me, in some cases, you may appetite to do more. This isn’t accordant at Lyft at all. It’s accordant to the accepted user of the tool, but not accordant in the case that I’m aggravating to accomplish remediation at Lyft on our services.

When we allocution about specialization of tools, what we’re talking about is that the accoutrement become apathetic or ambagious to use due to the abridgement of specialization. There’s too abundant information, there’s too abounding steps. That aloof slows us down.

On the adverse side, if we allocution about accoutrement not actuality specialized enough, brainstorm every apparatus actuality aggressive specialized and aloof accomplishing one thing. Afresh you end up with a lot of accoutrement which is its own problem. Actuality we attending at, actually, again, at Lyft, a abeyant adventure remediation. All of the altered accoutrement that you could possibly use to get that done. This is not alike all of them. These are the above ones. We alike acquire runbooks to advice you try to bulk out which apparatus you charge to use. Aggravating to analyze all this and array through all this information, cut and adhesive amid tools, accomplishing all of that during an incident, aback you’re in that time-to-repair window is not good. Barter are experiencing blow and outage, the amiss advice is actuality presented to them, they’re seeing an error. We appetite to remediate that as fast as possible. That’s aloof not accessible aback you acquire to attending in a lot of altered places to acquisition information.

Also, aback you acquire a lot of altered tools, operators, generally, aloof become alien with them. At Lyft, we’re on alarm maybe already every six to eight weeks. Every arrangement is not activity to acquire a botheration aback you’re on call. So you may not alike blow a arrangement for several months, or acquire absolutely how to accomplish remediation accomplishments on it, because it’s aloof not allotment of your circadian work. Afresh the systems themselves are changing. We’re introducing new infrastructure, we acquire ample basement teams, and they’re aggravating to advance things. Bodies are starting at altered times. There’s altered cohorts. We don’t acquire the onboarding and connected apprenticeship all-important to accustom bodies with that. It’d be absolute difficult to alike codify a class that would advice bodies acquire these tools.

Second, the analytic information, of course, is advance beyond abounding systems. That aloof delays the decision. If we’re acid and pasting, if we’re attractive at assorted tools, logging into them, it aloof takes added time.

The fourth agency is the adeptness to advance the tools. These days, it’s absolute accessible to get started with what added bodies would call, I guess, billow built-in infrastructure. There’s hundreds of accessories out there like this. I can barrage a new Kubernetes array in bristles minutes. On EKS, or one of the added hosted options, I can barrage new databases. There’s lots of altered projects out there. Abounding of them acquire the ambition authoritative it absolute accessible to get started, because that’s how you alpha to get users and body a association and accretion traction.

Kubernetes, we absolutely get this nice accessible antecedent dashboard that we can use. For Lyft, it’s not applicable. For availability affidavit and amid the bang radius, these altered clusters, we run an alone Kubernetes array in anniversary availability area at Lyft in Amazon. The dashboard doesn’t abutment that blazon of context. It is accessible source, I assumption we could angle it and adapt it. Again, it’s a absolute ample apparatus and accepting it to abutment all these altered functionalities would be difficult. We did abode a command band adhesive that would iterate over the clusters aback you were application it, and advice you aloof accomplish these multi-cluster actions.

I appetite to allocution about Google’s following philosophy, and in general, postmortems. We appetite to acquire what the botheration was, but added than that, we appetite to afresh absolutely booty action. The abutting time it happens, we don’t appetite there to be as ample of an impact, or we appetite to anticipate it from accident altogether.

With best things, we own the software. We acquisition a bug, we accessible a cull request, it’s fixed. We get user feedback, we accessible a cull request, user’s happy. Aback you’re ambidextrous with bell-ringer tools, that’s aloof not possible. Best of these are bankrupt antecedent tools. They acquire a lot of altered functionality. If we acquisition a bug, we can abode it, but you’re aloof one of abounding people. They acquire lots of barter advertisement bugs, so it can booty time to fix it. Maybe it’s aloof you appetite the apparatus to assignment differently, but your use case is altered than the accepted use case. The accepted use case wins out and you end up, understandably, with this ample circuitous apparatus that, again, has a superset of the functionality, not aloof the specific things that we charge to do.

I appetite to allocution briefly about command band accoutrement against UI. Obviously, as engineers, we’d like to adeptness for command band tooling. We’d like to automate things. Command band accoutrement are absolutely alone great, actually, aback you apperceive absolutely what you want. If I appetite to acquisition a agglomeration of files, and afresh acquisition the ones that are a assertive size, and afresh aqueduct those to grep to attending for ones that accommodate a assertive word. That’s the command line, that’s area we’re experts. Aback I don’t apperceive absolutely what I want, a UI is absolutely better. We can accord added context, we can accord added signaling. It’s a rarely performed task, but again, you can get a nice affectation with colors. Of course, you can do some of these things in CLI, but afresh you’re about aloof affectionate of aggravating to challenge a UI.

CLI, let’s say I appetite to admission the admeasurement of my cluster, so that the anamnesis acceptance per host hits 40%, admitting it’s currently at 75%. Aggravating to absorb all of that into a CLI is activity to be difficult. In a UI, we can calmly acquire a graph, and we can acquire a form, and we can validate the form. If I appetite to change the value, I don’t acquire to go aback in my history, edit. None of that happens. UIs do win out in some cases. Addition account we begin was that our command band accoutrement would generally go out of date, so bodies would cull them. Afresh we would abode an amend to it. Afresh they appetite to cull the latest amend afterwards their antecedent install. Of course, you could body auto updating. Aback you’re ambidextrous with a web UI, it’s aloof not a problem. Aback you cross to the address, you get the latest software, no problem.

Tooling, I like to anticipate of it as a artefact itself. Aback you anticipate about Lyft, I don’t blazon in a argument box, “I appetite to go home, and I appetite to do it for beneath than $10.” I get a display, UI of this information. It’s absolute action-oriented, it is absolute clear. Hopefully, I don’t acquire to attending at Google Maps and bulk out what the cartage is. I can go in one place, I can see the advice I need, and I can appeal that ride. We appetite to anticipate about basement applique in the aforementioned way.

I appetite to allocution now about the techniques and allowances of custom tools. This is activity to be in the ambience of our accessible antecedent project, Clutch, which we accessible sourced in July. Aback you see screenshots, they are from Clutch.

One of the things we approved to do in Clutch, again, was abate the cardinal of taps, and to be absolute action-oriented. Again, not to present a superset of information. This is what compared to the added login database console, I’m aggravating to clarify through, acquisition the instance, afresh you’ve got all the capabilities on what you can do with the instance. Here, I say I appetite to abolish an instance. I bang that button. Now I’m presented with a lookup, area I can accommodate the instance ID. Unlike the Amazon console, we chase beyond all regions. We additionally acquiesce you to ascribe fractional IDs. Normally, Amazon IDs acquire an i- prefix in advanced of them. If you put that in command band afterwards the i- prefix, it aloof fails. Here, in the UI, we can aloof be a little bit added advanced with the ascribe that we accept.

Finally, we aloof present a accordant acceptance advice that you would need. We can present tags, we can present the IP address, maybe that your cross-referencing about else. We’re not presenting accidental advice here. The annihilative button is consistently black red in our tool, which aloof helps arresting to you that, “It’s a red button, I may appetite to be a little bit added accurate aback I bang it.” Or, “I apperceive that aback I bang this red button, it’s activity to booty a annihilative action.” Finally, we appearance a acceptance page. We can appearance any accordant advice for our needs, like, “This instance ability booty several account to shut down.” Not being about how, “If you’re active an auto-scaling group, and you meant to do this, you should apparently not…” That’s not what we’re accepting at here. We’re aloof announcement clear, concise, accordant advice at every step.

In this case, it’s three curtains to accomplish this activity against seven taps. Seven doesn’t assume like a ample number, but these things are absolutely important to people. Aloof rolling out affectionate of this basal apparatus for accomplishing instance termination, again, a absolute accepted assignment for bodies at Lyft, we got abundant feedback.

People were like, “This aloof improves my affection of life. I’m beneath fatigued during adventure management. This is a advantageous tool. It endless abundant faster.” Or in some cases area the animate aloof won’t alike bulk at all, it loads. We didn’t alike force bodies to use a tool. We had a lot of aloof amoebic usage. Bodies were aloof absolute blessed with this alternative. Affectionate of like the PalmPilot, “I’m activity to use this instead of a cardboard organizer.” Bodies absolutely like to use it.

There’s added techniques that we can accept too. Safeguards are one. We can pop a dialog, for example. I’m abiding if you’ve anytime acclimated GitHub and you’ve approved to annul a repository, you’ve apparent this screen. If we apperceive that the activity is activity to be risky, we can affirm with you, do you appetite to do this, accomplish you re-type it out and not aloof blindly bang that button. In this example, we can alike analysis added metrics and see, “There is no cartage activity to this cluster, so it is apparently safe.” We could block that altogether if there was cartage activity to the cluster. Afresh let’s say that we’re active online infrastructure. In the Amazon console, we don’t appetite bodies to admission zero. There’s no way you can admission an IM action or annihilation that would anticipate bodies from entering the cardinal aught in a field. If we’re active a custom tool, we can abode a brace curve of cipher here. If you admission a bad value, we can do some basal ascribe validation. We can say, “In our case, at our company, bulk of aught is not acceptable. It would account problems.”

Another affair we do in the tool, which I affected on beforehand with not authoritative you admission the i- prefix every time you admission an instance ID. We acquiesce you to admission approved ability names. At Lyft, in logs, in abounding altered systems, we acquire the hostname. We booty that hostname and we can absolutely analyze what’s the basal ability afterwards accepting you go to assorted systems, maybe SSH into the host and attending for the instance ID, or chase in some added arrangement to bulk out what the instance ID is. You can put in the IP address, you can put in the resource, the hostname, you can put in all this altered information. We can booty that and bulk out absolutely what you were attractive for it afterwards accepting to put you through altered systems, or added layers of indirection.

Finally, with custom tools, you appetite to anticipate about contributions. Bodies see this, now it takes three taps, and it’s abundant simpler, it’s abundant added straightforward. They acquire account for, “What functionality can I body for my team?” I accomplish the alive belvedere at Lyft. I appetite to let bodies [inaudible 00:22:05] their streams application article added than the command line. Again, that’s one of these tasks that we don’t accomplish often. It’s a nice fit here.

Our architectonics in Clamp absolutely supports that. It’s pluggable, basically, at every layer. In the advanced end, we’ve got abstractions in the aback end that affectionate of abstracted things and accomplish them substitutable. It allows you to reclaim a lot of the code, it allows you to abode new functionality, abode added ascribe validation. We acquiesce role-based admission ascendancy via middleware. Accepting this absolute pluggable architectonics in the apparatus is appealing important.

If you appetite to apperceive added about clutch, you can go to clutch.sh. We’ve got a Slack channel. We are acutely on GitHub, you can go and analysis out the code. We acquire appointment hours. We’ve got a lot of affidavit that if you appetite to apprentice added about Clamp and that specific custom tool, you can do so.

What are some of the pitfalls of custom tooling? It’s not all accessible aback you adjudge to acquaint article else. Aboriginal of all, you’re activity to acquire new types of ability that are required, decidedly if you’re talking about basement applique and basement engineers. We’re acclimatized to alive on systems, alive on the aback end often, but now we’re talking about architecture advanced ends, we’re talking about UX design, authoritative a apparatus that’s bigger than the alternative, bigger than whatever the bell-ringer apparatus is. It’s not necessarily easy. You acquire to anticipate about that aback you’re architecture teams and aircraft functionality. There’s additionally activity to be aliment required. As the basement change, whether the billow provider ships an update, whether your centralized teams are authoritative changes, you’re activity to acquire to accumulate things up to date. It’s not aloof article that you abode already and affectionate of let sit there. It will stop alive if you do that, and afresh bodies won’t assurance it, they won’t anticipate it’s reliable, and they’ll stop application it. They’ll adopt article abroad in its place.

We talked about clutch, the pluggable framework, but in accepted frameworks are all-important because we charge to accommodate a constant experience. If you cast the adjustment of buttons on altered forms, it becomes blueprint for addition to bang next. They may now accidentally bang the amiss button. We appetite to use blush area possible, we appetite to accumulate a constant order. You charge a framework to do that to affectionate of advance the cerebral bulk of the system. Not alone acquire we bargain the bulk of information, not alone acquire we fabricated it beneath taps, but we aloof charge an all-embracing bendability for the apparatus so that, again, bodies aren’t afflicted aback they appear to it. They’re assured that, “When I bang here, that’s what’s absolutely activity to happen.”

Clutch is a framework. Really, it’s two frameworks in one. You can use them apart or together. You’ve got a UI framework, which is what we alarm the wizard. Afresh you’ve got an basement ascendancy plane. The astrologer allows you to body those multi-step flows. Basement ascendancy alike allows you to arrange all these altered accoutrement that you acquire abaft a distinct API, so that you can calmly advance that API and admission them from the advanced end, or maybe alike addition tool. We’ve talked about abacus a Slack bot, basically, that would additionally collaborate with the aforementioned APIs.

Finally, you’re activity to be ambidextrous with affectionate of an access of scope, as anon as you abode one of these accoutrement if you’re not acclimated to accepting custom accoutrement internally. We’re aircraft accoutrement for the operation phase. As anon as we do that bodies are, “How can I barrage casework through this tool? What are some added agency I can accomplish or appearance advice about my service?” Maybe we’ll alike acquaint the decommissioning breeze into a service. Finally, you acquire to accede your customers. Who’s activity to be application the tool? At every company, you’re activity to acquire a altered mix of bodies who acquire altered acquaintance with the basal infrastructure, templates that [inaudible 00:26:13] committed basement engineers who allocution to the infrastructure.

At Lyft, for example, you body it, you run it, so anybody is application the infrastructure. You’re activity to acquire to clothier it for your audience. Not alone for your audience, but again, altered advice is accordant to altered people. Aloof accepting the aforementioned custom apparatus formed out into altered abode won’t necessarily work. The safeguards we talked about, there may be altered emphasis safeguards at altered companies. This is affectionate of the aftermost affair that you charge to accede aback you acquire this undertaking.

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