Practice of Cloud System Administration, The: DevOps and SRE Practices for Web Services, Volume 2

by Thomas A. Limoncelli

High-performing organizations have smooth operations, well-designed policies and practices, and discipline in what they do. They meet or exceed the needs of their customers and delight them with innovations that meet future needs often before such needs ever surface. The organization is transparent about how it plans, operates, provides services, and handles costs or charge-backs to customers. The vast majority of customers are happy customers. Even dissatisfied customers feel they have a voice, are heard, and have a channel to escalate their issues. Everyone feels the operations organization moves the company forward. Its funding reflects a reasonable budget for the work the organization does. The organization makes its successes visible and, more importantly, is honest and forthright when it comes to discussing its own faults. The organization is constantly improving. Outages and escalated issues result in action plans that reduce future occurrences of that problem. The world is constantly changing, and the organization incorporates new technologies and techniques to improve its inner workings as well as the services it provides.