Table of Contents for
IV. The Human Side of SRE

IV. The Human Side of SRE by David N. Blank-Edelman Seeking SRE

Introduction
- And So It Begins...
- Origin Story
- Voices
- Forward in All Directions!1
- Acknowledgments
I. SRE Implementation
1. Context Versus Control in SRE
2. Interviewing Site Reliability Engineers
- Interviewing 101
- SRE Funnels
- Final Thoughts on Interviewing SREs
- Further Reading
3. So, You Want to Build an SRE Team?
- Choose SRE for the Right Reasons
- Orienting to a Data-Driven Approach
- Commitment to SRE
- Making a Decision About SRE
4. Using Incident Metrics to Improve SRE at Scale
- The Virtuous Cycle to the Rescue: If You Don’t Measure It…
- Metrics Review: If a Metric Falls in the Forest…
- Surrogate Metrics
- Repair Debt
- Virtual Repair Debt: Exorcising the Ghost in the Machine
- Real-Time Dashboards: The Bread and Butter of SRE
- Learnings: TL;DR
- Further Reading
5. Working with Third Parties Shouldn’t Suck
- Build, Buy, or Adopt?
- Third Parties as First-Class Citizens
- Closing Thoughts
6. How to Apply SRE Principles Without Dedicated SRE Teams
- SREs to the Rescue! (and How They Failed)
  - A Matter of Scale in Terms of Headcount
  - The Embedded SRE
- You Build It, You Run It
- Some Implementation Details
- Conclusion
- Further Reading
7. SRE Without SRE: The Spotify Case Study
- Tabula Rasa: 2006–2007
  - Prelude
  - Key Learnings
- Beta and Release: 2008–2009
- The Curse of Success: 2010
- Pets and Cattle, and Agile: 2011
- A System That Didn’t Scale: 2012
- Introducing Ops-in-Squads: 2013–2015
- Autonomy Versus Consistency: 2015–2017
- The Future: Speed at Scale, Safely
8. Introducing SRE in Large Enterprises
- Background
- Introducing SRE
- Closing Thoughts
- Further Reading
9. From SysAdmin to SRE in 8,963 Words
- Clarifying Terminology
- Establishing SLAs for Internal Components
- Understanding External Dependencies
- Nontechnical Solutions
- Tracking Availability Level
- Dealing with Corner Cases
- Conclusion
10. Clearing the Way for SRE in the Enterprise
- Toil, the Enemy of SRE
- Toil in the Enterprise
- Silos, Queues, and Tickets
  - Silos Get in the Way
  - Ticket-Driven Request Queues Are Expensive
- Take Action Now
- Start by Leaning on Lean
- Get Rid of as Many Handoffs as Possible
- Replace Remaining Handoffs with Self-Service
- Error Budgets, Toil Limits, and Other Tools for Empowering Humans
- Join the Movement
11. SRE Patterns Loved by DevOps People Everywhere
- Pattern 1: Birth of Automated Testing at Google
- Pattern 2: Launch and Handoff Readiness Review at Google
- Pattern 3: Create a Shared Source Code Repository
- Conclusion
- Further Reading and Source Material
12. DevOps and SRE: Voices from the Community
- Background
- Method
- Results
- Replies
13. Production Engineering at Facebook
II. Near Edge SRE
14. In the Beginning, There Was Chaos
- The Problem with Systems
- Economic Pillars of Complexity
- Beginning Chaos
- Navigating Complexity for Safety
- Chaos Goes Big
- Formalization
- Advanced Principles
- Frequently Asked Questions
- Conclusion
15. The Intersection of Reliability and Privacy
- The Intersection of Reliability and Privacy
- The General Landscape of Privacy Engineering
- Privacy and SRE: Common Approaches
- Nuances, Differences, and Trade-Offs
- Conclusion
- Further Reading
16. Database Reliability Engineering
- Guiding Principles of the Database Reliability Engineer
- A Culture of Database Reliability Engineering
- Recoverability
- Continuous Delivery: From Development to Production
  - Education and Collaboration
- Collaboration
- Deployment
- Making the Case for DBRE
- Further Reading
17. Engineering for Data Durability
- Replication Is Table Stakes
  - Backups
  - Replication
- Real-World Durability
  - Isolation
- Protection
- Verification
- Automation
- Conclusion
18. Introduction to Machine Learning for SRE
- Why Use Machine Learning for SRE?
- Why and How Should My Company Be Engaging in This?
  - Some SRE Problems Machine Learning Can Help Solve
- The Awakening of Applied AI
- What Is Machine Learning?
- What Are Neural Networks?
- Practical Machine Learning
  - Popular Libraries for Neural Networks
  - Practical Machine Learning Examples
- Success Stories
- Further Reading
  - My GitHub Repository
  - Recommended Books
III. SRE Best Practices and Technologies
19. Do Docs Better: Integrating Documentation into the Engineering Workflow
- Defining Quality: What Do Good Docs Look Like?
  - Functional Requirements for SRE Documentation
- Integrating Docs into the Engineering Workflow
  - The Google Experience: g3doc and EngPlay
  - What We Learned
- Doing Docs Better: Best Practices
- Communicating the Value of Documentation
- Further Reading
20. Active Teaching and Learning
- Active Learning
- The Costs of Failing to Learn
- Learning Habits of Effective SRE Teams
  - Production Meetings
  - Postmortems
- A Call to Action: Ditch the Boring Slides
21. The Art and Science of the Service-Level Objective
- Why Set Goals?
- Availability
- On Evaluating SLOs
- Histograms
- Where Percentiles Fall Down (and Histograms Step Up)
- Parting Thought: Looking at SLOs Upside Down
- Further Reading
22. SRE as a Success Culture
- Where Did SRE Come From?
- Key Values for SRE
- Critical Enabling Functions of SRE
- Phases of SRE Execution
- Focus on the Details of Success
- Further Reading
23. SRE Antipatterns
- Antipattern 1: Site Reliability Operations
- Antipattern 2: Humans Staring at Screens
- Antipattern 3: Mob Incident Response
- Antipattern 4: Root Cause = Human Error
- Antipattern 5: Passing the Pager
- Antipattern 6: Magic Smoke Jumping!
- Antipattern 7: Alert Reliability Engineering
- Antipattern 8: Hiring a Dog-Walker to Tend Your Pets
- Antipattern 9: Speed-Bump Engineering
- Antipattern 10: Design Chokepoints
- Antipattern 11: Too Much Stick, Not Enough Carrot
- Antipattern 12: Postponing Production
- Antipattern 13: Optimizing Failure Avoidance Rather Than Recovery Time (MTTF > MTTR)
- Antipattern 14: Dependency Hell
- Antipattern 15: Ungainly Governance
- Antipattern 16: Ill-Considered SLOh-Ohs
- Antipattern 17: Tossing Your API Over the Firewall
- Antipattern 18: Fixing the Ops Team
- So, That’s It, Then?
24. Immutable Infrastructure and SRE
- Scalability, Reliability, and Performance
- Failure Recovery
- Simpler Operations
- Faster Startup Times
- Known State
- Continuous Integration/Continuous Deployment with Confidence
- Security
- Multiregion Operations
- Release Engineering
- Building the Base Image
- Deploying Applications
- Disadvantages
- Conclusion
25. Scriptable Load Balancers
- Scriptable Load Balancers: The New Kid on the Block
  - Why Scriptable Load Balancers?
- Making the Difficult Easy
- Service-Level Middleware
- Avoiding Disaster
  - Getting Clever with State
  - Case Study: Checkout Queue
- Looking to the Future and Further Reading
26. The Service Mesh: Wrangler of Your Microservices?
- Ready to Get Rid of the Monolith?
- Current State of Microservice Networking
- Service Mesh to the Rescue
- The Service Mesh in Practice
  - The Origin and Development of Envoy at Lyft
  - Operating Envoy at Lyft
- The Future of the Service Mesh
- Further Reading
IV. The Human Side of SRE
27. Psychological Safety in SRE
- The Primary Indicator of a Successful Team
  - How to Build Psychological Safety into Your Own Team
- Further Reading
28. SRE Cognitive Work
- Introduction
- What Do SRE People Do?
- Why Should We Care About Practitioner Cognition?
  - Critical Decisions Made Under Uncertainty and Time Pressure Cannot Be Scripted
  - Human Performance in Modern Complex Systems: The Main Themes
- Observations on SRE Cognitive Work Around Incidents
- The Calibration Problem
- What Are the Implications of All This?
- What Should Happen Next?
- What Can You Do?
- Conclusion
- References
29. Beyond Burnout
- Defining Mental Disorders
- Mental Disorders Are Missing from the Diversity Conversation
- Sanity Isn’t a Business Requirement
- Thoughts and Prayers Aren’t Scalable
- Full-Stack Inclusivity
- Inclusivity for Anyone Helps Everyone
- Mental Disorder Resources
30. Against On-Call: A Polemic
- The Rationale for On-Call
- The Cost to Humans of Doing On-Call
  - We don’t need another hero
- Actual Solutions
- We Need a Fundamental Change in Approach
- Conclusion
31. Elegy for Complex Systems
- The Computer and Human Systems Cannot Be Separated
- Decoherence and Cascading Failure
- Always in a State of Partial Failure
- Novelty Priority Inversion
- Nobody Anticipates the Overhead of Coordination
- Your healthcare.gov Is Out There
  - To Get Involved
- Further Reading
32. Intersections Between Operations and Social Activism
- Before, During, After
- The Long Tail: Turning Action into Change
  - Activism and Change Within a Company
- Conclusion
33. Conclusion
Index

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26. The Service Mesh: Wrangler of Your Microservices?

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27. Psychological Safety in SRE

Part IV. The Human Side of SRE

How do we keep SRE teams safe for the people in them?
We used to think humans were the cause of most reliability and resiliency problems, but what if they are actually the solution? What is going on in their heads anyway?
What are the mental health aspects to SRE that we are not paying (sufficient) attention to?
On-call is a terrible idea; we should stop.
How do people relate to complex systems?
Can we do more with SRE than just make things better for the computers; can it be used to make our world better, too?

Discuss.

You Know You’re an SRE When…

…you get a text in the middle of the night and your partner isn’t even curious because they know your other bae is just PagerDuty.

…you text “hello” and the reply is “uh oh!”

…you get confused for a second every time HR tells you that you have “Time Off In Lieu” (TOIL) coming.

…you write a postmortem every time dinner doesn’t turn out right.

…talking with your family you use the phrase, “What are the metrics of success?” and then they look at you funny.

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Table of Contents for IV. The Human Side of SRE

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Part IV. The Human Side of SRE

Table of Contents for
IV. The Human Side of SRE