|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.
Noted IoT expert and researcher Joseph di Paolantonio (pictured below) has joined the @ThingsExpo faculty. Joseph, who describes himself as an “Independent Thinker” from DataArchon, will speak on the topic of “Smart Grids & Managing Big Utilities.” Over his career, Joseph di Paolantonio has worked in the energy, renewables, aerospace, telecommunications, and information technology industries. His expertise is in data analysis, system engineering, Bayesian statistics, data warehouses, business intelligence, data mining, predictive methods, and very large databases (VLDB). Prior to DataArchon, he served as a VP and Principal Analyst with Constellation Group. He is a member of the Boulder (Colo.) Brain Trust, an organization with a mission “to benefit the Business Intelligence and data management industry by providing pro bono exchange of information between vendors and independent analysts on new trends and technologies and to provide vendors with constructive feedback on their of...
Oct. 1, 2014 02:00 PM EDT Reads: 664
All major researchers estimate there will be tens of billions devices – computers, smartphones, tablets, and sensors – connected to the Internet by 2020. This number will continue to grow at a rapid pace for the next several decades. With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo in Silicon Valley. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be!
Oct. 1, 2014 02:00 PM EDT Reads: 2,288
Software AG helps organizations transform into Digital Enterprises, so they can differentiate from competitors and better engage customers, partners and employees. Using the Software AG Suite, companies can close the gap between business and IT to create digital systems of differentiation that drive front-line agility. We offer four on-ramps to the Digital Enterprise: alignment through collaborative process analysis; transformation through portfolio management; agility through process automation and integration; and visibility through intelligent business operations and big data.
Sep. 30, 2014 10:30 AM EDT Reads: 1,532
There will be 50 billion Internet connected devices by 2020. Today, every manufacturer has a propriety protocol and an app. How do we securely integrate these "things" into our lives and businesses in a way that we can easily control and manage? Even better, how do we integrate these "things" so that they control and manage each other so our lives become more convenient or our businesses become more profitable and/or safe? We have heard that the best interface is no interface. In his session at Internet of @ThingsExpo, Chris Matthieu, Co-Founder & CTO at Octoblu, Inc., will discuss how these devices generate enough data to learn our behaviors and simplify/improve our lives. What if we could connect everything to everything? I'm not only talking about connecting things to things but also systems, cloud services, and people. Add in a little machine learning and artificial intelligence and now we have something interesting...
Sep. 29, 2014 06:45 AM EDT Reads: 1,891
Last week, while in San Francisco, I used the Uber app and service four times. All four experiences were great, although one of the drivers stopped for 30 seconds and then left as I was walking up to the car. He must have realized I was a blogger. None the less, the next car was just a minute away and I suffered no pain. In this article, my colleague, Ved Sen, Global Head, Advisory Services Social, Mobile and Sensors at Cognizant shares his experiences and insights.
Sep. 28, 2014 09:45 AM EDT Reads: 1,550
We are reaching the end of the beginning with WebRTC and real systems using this technology have begun to appear. One challenge that faces every WebRTC deployment (in some form or another) is identity management. For example, if you have an existing service – possibly built on a variety of different PaaS/SaaS offerings – and you want to add real-time communications you are faced with a challenge relating to user management, authentication, authorization, and validation. Service providers will want to use their existing identities, but these will have credentials already that are (hopefully) irreversibly encoded. In his session at Internet of @ThingsExpo, Peter Dunkley, Technical Director at Acision, will look at how this identity problem can be solved and discuss ways to use existing web identities for real-time communication.
Sep. 27, 2014 11:30 PM EDT Reads: 1,921
Can call centers hang up the phones for good? Intuitive Solutions did. WebRTC enabled this contact center provider to eliminate antiquated telephony and desktop phone infrastructure with a pure web-based solution, allowing them to expand beyond brick-and-mortar confines to a home-based agent model. It also ensured scalability and better service for customers, including MUY! Companies, one of the country's largest franchise restaurant companies with 232 Pizza Hut locations. This is one example of WebRTC adoption today, but the potential is limitless when powered by IoT. Attendees will learn real-world benefits of WebRTC and explore future possibilities, as WebRTC and IoT intersect to improve customer service.
Sep. 27, 2014 10:30 PM EDT Reads: 1,837
From telemedicine to smart cars, digital homes and industrial monitoring, the explosive growth of IoT has created exciting new business opportunities for real time calls and messaging. In his session at Internet of @ThingsExpo, Ivelin Ivanov, CEO and Co-Founder of Telestax, will share some of the new revenue sources that IoT created for Restcomm – the open source telephony platform from Telestax. Ivelin Ivanov is a technology entrepreneur who founded Mobicents, an Open Source VoIP Platform, to help create, deploy, and manage applications integrating voice, video and data. He is the co-founder of TeleStax, an Open Source Cloud Communications company that helps the shift from legacy IN/SS7 telco networks to IP-based cloud comms. An early investor in multiple start-ups, he still finds time to code for his companies and contribute to open source projects.
Sep. 27, 2014 10:30 PM EDT Reads: 2,295
The Internet of Things (IoT) promises to create new business models as significant as those that were inspired by the Internet and the smartphone 20 and 10 years ago. What business, social and practical implications will this phenomenon bring? That's the subject of "Monetizing the Internet of Things: Perspectives from the Front Lines," an e-book released today and available free of charge from Aria Systems, the leading innovator in recurring revenue management.
Sep. 27, 2014 09:45 PM EDT Reads: 2,517
The Internet of Things will put IT to its ultimate test by creating infinite new opportunities to digitize products and services, generate and analyze new data to improve customer satisfaction, and discover new ways to gain a competitive advantage across nearly every industry. In order to help corporate business units to capitalize on the rapidly evolving IoT opportunities, IT must stand up to a new set of challenges.
Sep. 27, 2014 08:45 PM EDT Reads: 2,389
There’s Big Data, then there’s really Big Data from the Internet of Things. IoT is evolving to include many data possibilities like new types of event, log and network data. The volumes are enormous, generating tens of billions of logs per day, which raise data challenges. Early IoT deployments are relying heavily on both the cloud and managed service providers to navigate these challenges. In her session at 6th Big Data Expo®, Hannah Smalltree, Director at Treasure Data, to discuss how IoT, Big Data and deployments are processing massive data volumes from wearables, utilities and other machines.
Sep. 27, 2014 01:00 PM EDT Reads: 2,057
P2P RTC will impact the landscape of communications, shifting from traditional telephony style communications models to OTT (Over-The-Top) cloud assisted & PaaS (Platform as a Service) communication services. The P2P shift will impact many areas of our lives, from mobile communication, human interactive web services, RTC and telephony infrastructure, user federation, security and privacy implications, business costs, and scalability. In his session at Internet of @ThingsExpo, Erik Lagerway, Co-founder of Hookflash, will walk through the shifting landscape of traditional telephone and voice services to the modern P2P RTC era of OTT cloud assisted services.
Sep. 26, 2014 11:45 PM EDT Reads: 1,568
While great strides have been made relative to the video aspects of remote collaboration, audio technology has basically stagnated. Typically all audio is mixed to a single monaural stream and emanates from a single point, such as a speakerphone or a speaker associated with a video monitor. This leads to confusion and lack of understanding among participants especially regarding who is actually speaking. Spatial teleconferencing introduces the concept of acoustic spatial separation between conference participants in three dimensional space. This has been shown to significantly improve comprehension and conference efficiency.
Sep. 26, 2014 10:45 PM EDT Reads: 1,507
The Internet of Things is tied together with a thin strand that is known as time. Coincidentally, at the core of nearly all data analytics is a timestamp. When working with time series data there are a few core principles that everyone should consider, especially across datasets where time is the common boundary. In his session at Internet of @ThingsExpo, Jim Scott, Director of Enterprise Strategy & Architecture at MapR Technologies, will discuss single-value, geo-spatial, and log time series data. By focusing on enterprise applications and the data center, he will use OpenTSDB as an example to explain some of these concepts including when to use different storage models.
Sep. 26, 2014 07:45 PM EDT Reads: 2,319
SYS-CON Events announced today that Gridstore™, the leader in software-defined storage (SDS) purpose-built for Windows Servers and Hyper-V, will exhibit at SYS-CON's 15th International Cloud Expo®, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Gridstore™ is the leader in software-defined storage purpose built for virtualization that is designed to accelerate applications in virtualized environments. Using its patented Server-Side Virtual Controller™ Technology (SVCT) to eliminate the I/O blender effect and accelerate applications Gridstore delivers vmOptimized™ Storage that self-optimizes to each application or VM across both virtual and physical environments. Leveraging a grid architecture, Gridstore delivers the first end-to-end storage QoS to ensure the most important App or VM performance is never compromised. The storage grid, that uses Gridstore’s performance optimized nodes or capacity optimized nodes, starts with as few a...
Sep. 26, 2014 06:15 PM EDT Reads: 1,685
The Transparent Cloud-computing Consortium (abbreviation: T-Cloud Consortium) will conduct research activities into changes in the computing model as a result of collaboration between "device" and "cloud" and the creation of new value and markets through organic data processing High speed and high quality networks, and dramatic improvements in computer processing capabilities, have greatly changed the nature of applications and made the storing and processing of data on the network commonplace. These technological reforms have not only changed computers and smartphones, but are also changing the data processing model for all information devices. In particular, in the area known as M2M (Machine-To-Machine), there are great expectations that information with a new type of value can be produced using a variety of devices and sensors saving/sharing data via the network and through large-scale cloud-type data processing. This consortium believes that attaching a huge number of devic...
Sep. 26, 2014 06:00 PM EDT Reads: 1,608
Innodisk is a service-driven provider of industrial embedded flash and DRAM storage products and technologies, with a focus on the enterprise, industrial, aerospace, and defense industries. Innodisk is dedicated to serving their customers and business partners. Quality is vitally important when it comes to industrial embedded flash and DRAM storage products. That’s why Innodisk manufactures all of their products in their own purpose-built memory production facility. In fact, they designed and built their production center to maximize manufacturing efficiency and guarantee the highest quality of our products.
Sep. 26, 2014 05:00 PM EDT Reads: 1,605
All major researchers estimate there will be tens of billions devices - computers, smartphones, tablets, and sensors - connected to the Internet by 2020. This number will continue to grow at a rapid pace for the next several decades. Over the summer Gartner released its much anticipated annual Hype Cycle report and the big news is that Internet of Things has now replaced Big Data as the most hyped technology. Indeed, we're hearing more and more about this fascinating new technological paradigm. Every other IT news item seems to be about IoT and its implications on the future of digital business.
Sep. 26, 2014 10:00 AM EDT Reads: 2,093
Can call centers hang up the phones for good? Intuitive Solutions did. WebRTC enabled this contact center provider to eliminate antiquated telephony and desktop phone infrastructure with a pure web-based solution, allowing them to expand beyond brick-and-mortar confines to a home-based agent model. Download Slide Deck: ▸ Here
Sep. 26, 2014 10:00 AM EDT Reads: 1,549
BSQUARE is a global leader of embedded software solutions. We enable smart connected systems at the device level and beyond that millions use every day and provide actionable data solutions for the growing Internet of Things (IoT) market. We empower our world-class customers with our products, services and solutions to achieve innovation and success. For more information, visit www.bsquare.com.
Sep. 26, 2014 09:45 AM EDT Reads: 1,457