Accidents happen, incidents happen. No organization is without their share, and most organizations have accepted infrequent incidents as normal operating procedure within the framework of stated reliability goals. Tooling in the form of monitoring, tracking and alerting are mature to the point of ubiquity in forward-leaning organizations, with even a second wave of innovation in companies like Grafana, Chronosphere and Honeycomb. The innovation around this area occurs as underlying architectures shift, for example from on premise to monolithic cloud to microservices (MSA).
Reliability is associated with unexpected failures of products or services. The main reasons for the failure are the following.
CMS IT has been pioneering on the processes followed on pre incident, during the incident and the post incident processes. As part of the Pre incident management CMS IT helps in defining Service Level Objectives and tracking the objectives. CMS IT helps in defining the service Catalogue that if offered by the IT department to the business and focusses on the SRE services.
CMS IT focuses on minimizing the impact due to downtime by monitoring /logging and tracking the incidents through a well-defined process. The outcome of monitoring is an alert, and the alert is converted into an incident if the alert requires an action.
CMS IT focuses on post incident phase of SRE by promoting the repeat incident as a problem and does the root cause analysis. This will help in re defining the SLOs and preventing the incidents from future occurrence.
The entire process of SRE is managed by CMS IT using the People, Process and Technology. On the technology side CMS IT uses the ITIL framework-based tools to track the incidents, problems, changes and ensures that the processes are implemented through the technology. A combination of people, process and technology ensures the delivery of service reliability engineering. Focus has shifted from host centric to service centric enabling the entire business services to be monitored by the tools. The entire enterprise DevOps set up is defined in the following figure.
The chart picturized below depicts the DevOps Architecture of an enterprise to enable the delivery of Site Reliability.
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