For njosh

aam20120p

the-practice-of-system-and-network-thomas-a-limoncelliwww.ebook-dl.com_.pdf

Home >Information Systems homework help >For njosh

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• • • • • •

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http://www.pearsoned.com/permissions/

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. . .

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. . .

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http://www.EverythingSysAdmin.com

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BACKLOG ACTIVE COMPLETED

Use

Kanban

Try

Kanban

tool

Get some s!cky notes!

Get a white- board

Learn about

Kanban

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Linux Team

BACKLOG ACTIVE VERIFYING COMPLETED

Windows Team

Network Team

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Database Web server(a)

Stateful

Database Web

server (b)

Stateful Stateless

SAN Web

server Database

service (c)

Stateful Stateless

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SAN Database

service

Stateful Stateless

Read-Only DB Cache Read-Only DB Cache Read-Only DB Cache Read-only DB cache

Read-Only DB Cache Read-Only DB Cache Read-Only DB Cache

Web

server

HTTP

requests

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⇒ ⇒ ⇒

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Develop

Configuration

Code

Data

Tests

Automation modules

Resource model

Monitor / Metrics

Builder Packager Packages Installer Automation

framework

Infrastructure

manager

Modular

automation

Operations

console Package

repository

Source

repository

Environment

Server specification

Monitor / Metrics

Automation modules

Acceptance tests

Builder Packager Installer Automation

framework

Deploy

Service delivery platform design pattern

Build

In fr

a st

ru ct

u re

A p

p li

ca ti

o n

Packages

Images

Build

console

Commit Build Package Register Promote Install Configure

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Yes

No Error!

Done

Yes

Done

Is it

correct?

Is it

correct?Fix it.

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Generic Defini!on Beta Produc!on

H"p[]

blog::web

H"p[]

blog::app

Sql[]

blog::db

H"p[blog-beta]

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beta1.example.com

beta2.example.com

H"p[blog-beta]

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Sql[blog-beta]

Blog::Db[beta]

H"p[blog-prod]

Blog::Web[prod]

prod1.example.com

prod3.example.com

H"p[blog-prod]

Blog::App[prod]

Sql[blog-prod]

Blog::Db[prod]

prod2.example.com

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ptg18221866 Build

Re!re

Ini!alize

Debug

Entropy

Update

Rebuild New

In Clean

Off

UnknownConfigured

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https://www.packer.io/intro

https://www.vagrantup.com/

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VM1 VM2

VM3 VM4

VM5 VM7

VM6V M

S e

rv e

r A

V M

S e

rv e

r B

Network SAN

VM1 VM2 VM3

VM4 VM5 VM6

VM7 VM8 VM9

VM10 VM11

VM8

VM9

V M

S e

rv e

r C

VM11

VM10

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VM1 VM2

VM3 VM4

VM5 VM7

VM7

VM6V M

S e

rv e

r A

V M

S e

rv e

r B

Network SAN

VM1 VM2 VM3

VM4 VM5 VM6

VM7 VM8 VM9

VM10 VM11

VM8

VM9

VM7

V M

S e

rv e

r C

VM11

VM10

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VMVM

D E

(a)

(b)

(c)

(d)

+ +

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+++2

+ +

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◦ ◦

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http://www.conserver.com

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Storage

Load

balancer

Replica Replica Replica

Internet

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+ + + +

+ +

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= ( + + ) + ( + + ) + · · ·+ ( + + )

= + + · · ·+

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( − )×

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Server pod

Fabric switches

TOR switches

F1 F2 Fn

T1 T2 T3 Tm

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Field

office

Field

office

Field

office

Field

office

Field

office

Main

office

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ptg18221866 Secondary European

Main European

Secondary U.S. DC

Main U.S. DC

Secondary Asian

Main Asian

French office

Texas office

Florida office

Singapore office

U.K. office

New Jersey office

Colorado office

Japan office

Office

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. ×

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START ENDThe Gree!ng

Verifica!onPlanning and Execu!on

Problem Iden!fi- ca!on

A Proble

C D

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The Gree!ng Th 1

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Problem Classifica!on

From later phases

Problem Statement

Problem Verifica!on

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Solu!on Proposals

From later phase

To earlier phases

Solu!on Selec!on

Execu!on

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Cra! Verifica"on

To earlier phases

User Verifica"on/

Closing

END

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. . . . . .

. . . . . . .

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http://s.company.com/books

http://www.everything

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http://secret.example.com/project/quickfox/competitors-to-destroy-may27.html

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Subject: FYI - QUIET TIME IS COMING 09/25 - 10/06

Team

Just a reminder for you all that QUIET TIME will be here in three weeks.

It is scheduled to begin on 9/25 and go to 10/06.

Change control 96739 is below:

CHANGE SUMMARY DISPLAY CHANGE: 00096739

Assignee Class/Queue... GNSC Change Status/Type OR/INF

Assignee Name......... ___________________ IPL/Service Disrpt N/N

Requester Name........ FRED/ADDAMS Risk/Chg Reason... 1/QT

Enterer’s Name........ FRED/ADDAMS Proc Ctr/Cntl Ctr. NET/GNS

Enterer’s Phone....... (555)555-8765 Problem Fixed..... _______

Enterer’s Class/Queue.. GNSC Business Unit..... ALL

Plan Start Date/Time... 09/25/2000 00:01 Code..... GLOBAL

Plan End Date/Time..... 10/06/2000 24:00 COI............... ALL

Date/Time Entered...... 04/10/2000 14:26 Approval Status... PENDING

Date/Time Last Altered 06/22/2000 16:02 User Last Altered. NCC0FHA

Date Closed........... __________ Associated Doc.... N/A

System................ __________________________

Component/Application.. FISCAL-PROCESS&NTWK-QUIET-TIME

Description........... 4Q00/1Q01 FISCAL EXTENDED AVAILABILITY

System edited......... _________________________

Location

Loc added.... ____________

Fiscal processing, email, and network quiet time to support

quarterly book close/open activities.

Changes that may impact access to or data movement

between server/mainframe applications or email should be

rescheduled. Only emergency changes to prevent or

fix outages will be reviewed for possible implementation.

All changes will require a change exception form be

submitted to the CMRB.

See URL for Quiet Time Guidelines and contact information:

http://wwwin.foo.com/gnsc/quiet-time.html

Customer Impact: None

Test plan: None

Contact and Phone/Pager Numbers:

JOHN SMITH..........(555)555-1234

JANE JONES..........(555)555-4321

ALICE WALTER........(555)555-7890 800-555-5555 pin 123456

Backout Plan: None

*** BOTTOM OF DATA ***

http://wwwin.foo.com/gnsc/quiet-time.html

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To: all-users

Subject: SERVER REBOOT: 6 PM TODAY

From: System Administration Group <help@example.com>

Reply-To: tom@example.com

Date: Thu, 16 Jun 2001 10:32:13 -0500

WHO IS AFFECTED:

All hosts on DEVELOPER-NET, TOWNVILLE-NET, and BROCCOLI-NET.

WHAT WILL HAPPEN:

All servers will be rebooted.

WHEN?

Today between 6-8 PM (should take 1 hour)

WHY?

We are in the process of rolling out new kernel tuning

parameters to all servers. This requires a reboot. The

risk is minimal. For more information please visit:

http://portal.example.com/sa/news0005

I OBJECT!

Send mail to "help" and we will try to reschedule. Please

name the server you want us to keep up today.

http://portal.example.com/sa/news0005

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. . .

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APAC

EMEA

AMER

DNS client

Resolver: 1.1.1.1

DNS server (5.6.7.8) Anycast: 1.1.1.1

DNS client

Resolver: 1.1.1.1

DNS server (3.4.5.6) Anycast: 1.1.1.1

DNS client

Resolver: 1.1.1.1

DNS server (4.5.6.7) Anycast: 1.1.1.1

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. ×

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ptg18221866 Ac!veDirectory

LDAP

Authoriza!on database

AAAApplica!on AAA

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http://homepages.rpi.edu/~finkej/Papers.html

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. . .

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1+ 0

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. . . . . . . . . . . . . . . . . .

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180

160

140

120

100

Daily

7-Day

14-Day

21-Day

28-Day

35-Day

0 5 10 15 20 25 30 35 40 45

X X X X X X

X X

X X X X X

X X X X X X

X X

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. . . . . . . . . . . . . . . . . .

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7-Day

14-Day

21-Day

28-Day

35-Day

0 5 10 15 20 25 30 35 40 45

X X X X

X X X X X X X X X

X X X X

X X X

X X X X X X X

X X X X

X X X X X X X X X X X X X

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× ×

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→ → → →

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→ → → →

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Database-

driven

dynamic

content

Dynamic

content

Static

content

Web server

Internet

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Data

server

Load

balancer

Web

server

Web

server

Web

server

Internet

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http://www-draft.example.com:

http://www-qa.example.com:

http://www.example.com:

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https://www.usenix.org/lisa/system-administrators-code-ethics

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The System Administrators’ Code of Ethics

We as professional System Administrators do hereby commit ourselves to the highest standards of ethical and professional conduct, and agree to be guided by this code of ethics, and encourage every System Administrator to do the same.

Professionalism I will maintain professional conduct in the workplace and will not allow personal feelings or beliefs to cause me to treat people unfairly or unprofessionally.

Personal Integrity I will be honest in my professional dealings and forthcoming about my competence and the impact of my mistakes. I will seek assistance from others when required.

I will avoid conflicts of interest and biases whenever possible. When my advice is sought, if I have a conflict of interest or bias, I will declare it if appropriate, and recuse myself if necessary.

Privacy I will access private information on computer systems only when it is necessary in the course of my technical duties. I will maintain and protect the confidentiality of any information to which I may have access, regardless of the method by which I came into knowledge of it.

Laws and Policies I will educate myself and others on relevant laws, regulations, and policies regarding the performance of my duties.

Communication I will communicate with management, users, and colleagues about computer matters of mutual interest. I will strive to listen to and understand the needs of all parties.

System Integrity I will strive to ensure the necessary integrity, reliability, and availability of the systems for which I am responsible.

I will design and maintain each system in a manner to support the purpose of the system to the organization.

Education I will continue to update and enhance my technical knowledge and other work-related skills. I will share my knowledge and experience with others.

Responsibility to Computing Community I will cooperate with the larger computing community to maintain the integrity of network and computing resources.

Social Responsibility As an informed professional, I will encourage the writing and adoption of relevant policies and laws consistent with these ethical principles.

Ethical Responsibility I will strive to build and maintain a safe, healthy, and productive workplace.

I will do my best to make decisions consistent with the safety, privacy, and well-being of my community and the public, and to disclose promptly factors that might pose unexamined risks or dangers.

I will accept and offer honest criticism of technical work as appropriate and will credit properly the contributions of others.

I will lead by example, maintaining a high ethical standard and degree of professionalism in the performance of all my duties. I will support colleagues and co-workers in following this code of ethics.

Copyright © 2014 The USENIX Association. USENIX grants permission to reproduce this Code in any format, provided that the wording is not changed in any way, that signatories USENIX, LISA, and LOPSA are included, and that no other signatory or logo is added without explicit permission from the copyright holder(s).

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. . . . . . . . .

. . .

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. . . .

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http://StackOverflow.com/jobs

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. . . .

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+ +

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1 1

1 1 1

12/2014 1/2015 2/2015 3/2015 4/2015

Regular Response

Service A

Emergency Response

Monitoring and Metrics

Capacity Planning

Life-Cycle Management

New Service Introduction and Removal

Service Deployment and Decommissioning

Resource Efficiency

1 1 2 2

222

2 2

22 2

3 3

3 4 4 4

1 2 2

2 22

3 3

4 4 4 5

2014Q1Team 1

Service A

Service B

Service C

2015Q1 2015Q2 2015Q3 2015Q4

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1 1 1

2 32

1 2

1 1 2 2 2

2 3 3 3 4

4 3 4 5

2014Q1

Team 1

Team 2

Team 3

Team 4

Team 5

2015Q1 2015Q2 2015Q3 2015Q4

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http://code.facebook.com/posts/360346274145943/introducing-data-center-fabric-the-next-generation-facebook-data-center-network/

http://www.personalkanban.com/

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http://www.usenix.org/conference/lisa15/conference-program/presentation/corman

http://www.simpsonsarchive.com/episodes/2F10.html

http://www.interhack.net/people/cmcurtin/snake-oil-faq.html

http://doi.acm.org/10.1145/360933.360975

http://dev2ops.org/2012/07/integrating-devops-tools-into-a-service-delivery-platform-video

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http://martinfowler.com/bliki/SnowflakeServer.html

http://martinfowler.com/bliki/InfrastructureAsCode.html

http://www.wnyc.org/story/253973-new-whistleblower-law/

http://www.wnyc.org/story/word-watch-whistleblower

http://www.usenix.org/conference/lisa15/conference-program/presentation/goldfuss

http://www.conserver.com/consoles/

http://www.ibiblio.org/harris/500milemail-faq.html

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http://www.usenix.org/conference/lisa14/conference-program/presentation/klein

http://queue.acm.org/detail.cfm?id=2305856

http://queue.acm.org/detail.cfm?id=1959015

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http://staff.psc.edu/mathis/MTU/index.html

http://youtu.be/B1RMcCqEKwE

http://www.marketwired.com/press-release/piston-cloud-turns-out-lights-software-defined-data-center-with-piston-enterprise-openstack-1776772.htm

http://mcfunley.com/why-mongodb-never-worked-out-at-etsy

http://codeascraft.com/2012/03/13/making-it-virtually-easy-to-deploy-on-day-one/

http://www.pbs.org/wgbh/pages/frontline/shows/reaction/readings/french.html

http://www.usenix.org/conference/lisa-09/analysis-network-configuration-artifacts

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http://jasonpunyon.com/blog/2015/02/12/providence-failure-is-always-an-option/

http://www.startuplessonslearned.com/2009/08/minimum-viable-product-guide.html

http://www.schneier.com/blog/archives/2007/04/a_security_mark.html

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To see our complete list of upcoming conferences, go to www.usenix.org/conferences

SREcon is a gathering of engineers who care deeply about site reliability, systems engineering, and working with complex distributed systems at scale. The conference has a culture of critical thought, deep technical insights, continuous improvement, and innovation.

For more than 30 years, LISA has been the premier conference for IT operations, where systems engineers, operations professionals, and academic researchers share real-world knowledge about designing, building, and maintaining the critical systems of our interconnected world.

HAVE WE GOT A CONFERENCE FOR YOU!

http://www.usenix.org/conferences

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PEARSONALWAYS LEARNING

For more information and sample content visit informit.com/tposa. eBook and print formats available.

The Practice of System Administration, Volume 2—Cloud System Administration

informit.com/tposa

The Practice of Cloud System Administration focuses on “distributed” or “cloud” computing

and brings a DevOps/SRE sensibility to the

practice of system administration. Unsatisfied

with books that cover either design or operations

in isolation, the authors created this authoritative

reference centered on a comprehensive approach.

The Practice of Cloud System Administration brings together knowledge and best practices

for administering systems in the age of cloud

computing, and for architecting, scaling, and

operating services that perform reliably and well.

Case studies and examples from Google, Etsy, Twitter, Facebook, Netflix, Amazon, and

other industry giants are explained in practical ways that are useful to all enterprises.

http://www.informit.com/tposa

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Cover
Title Page
Copyright Page
Contents
Preface
Acknowledgments
About the Authors
Part I: Game-Changing Strategies

1 Climbing Out of the Hole

1.1 Organizing WIP

1.1.1 Ticket Systems
1.1.2 Kanban
1.1.3 Tickets and Kanban

1.2 Eliminating Time Sinkholes

1.2.1 OS Installation and Configuration
1.2.2 Software Deployment

1.3 DevOps
1.4 DevOps Without Devs
1.5 Bottlenecks
1.6 Getting Started
1.7 Summary
Exercises

2 The Small Batches Principle

2.1 The Carpenter Analogy
2.2 Fixing Hell Month
2.3 Improving Emergency Failovers
2.4 Launching Early and Often
2.5 Summary
Exercises

3 Pets and Cattle

3.1 The Pets and Cattle Analogy
3.2 Scaling
3.3 Desktops as Cattle
3.4 Server Hardware as Cattle
3.5 Pets Store State
3.6 Isolating State
3.7 Generic Processes
3.8 Moving Variations to the End
3.9 Automation
3.10 Summary
Exercises

4 Infrastructure as Code

4.1 Programmable Infrastructure
4.2 Tracking Changes
4.3 Benefits of Infrastructure as Code
4.4 Principles of Infrastructure as Code
4.5 Configuration Management Tools

4.5.1 Declarative Versus Imperative
4.5.2 Idempotency
4.5.3 Guards and Statements

4.6 Example Infrastructure as Code Systems

4.6.1 Configuring a DNS Client
4.6.2 A Simple Web Server
4.6.3 A Complex Web Application

4.7 Bringing Infrastructure as Code to Your Organization
4.8 Infrastructure as Code for Enhanced Collaboration
4.9 Downsides to Infrastructure as Code
4.10 Automation Myths
4.11 Summary
Exercises

Part II: Workstation Fleet Management

5 Workstation Architecture

5.1 Fungibility
5.2 Hardware
5.3 Operating System
5.4 Network Configuration

5.4.1 Dynamic Configuration
5.4.2 Hardcoded Configuration
5.4.3 Hybrid Configuration
5.4.4 Applicability

5.5 Accounts and Authorization
5.6 Data Storage
5.7 OS Updates
5.8 Security

5.8.1 Theft
5.8.2 Malware

5.9 Logging
5.10 Summary
Exercises

6 Workstation Hardware Strategies

6.1 Physical Workstations

6.1.1 Laptop Versus Desktop
6.1.2 Vendor Selection
6.1.3 Product Line Selection

6.2 Virtual Desktop Infrastructure

6.2.1 Reduced Costs
6.2.2 Ease of Maintenance
6.2.3 Persistent or Non-persistent?

6.3 Bring Your Own Device

6.3.1 Strategies
6.3.2 Pros and Cons
6.3.3 Security
6.3.4 Additional Costs
6.3.5 Usability

6.4 Summary
Exercises

7 Workstation Software Life Cycle

7.1 Life of a Machine
7.2 OS Installation
7.3 OS Configuration

7.3.1 Configuration Management Systems
7.3.2 Microsoft Group Policy Objects
7.3.3 DHCP Configuration
7.3.4 Package Installation

7.4 Updating the System Software and Applications

7.4.1 Updates Versus Installations
7.4.2 Update Methods

7.5 Rolling Out Changes...Carefully
7.6 Disposal

7.6.1 Accounting
7.6.2 Technical: Decommissioning
7.6.3 Technical: Data Security
7.6.4 Physical

7.7 Summary
Exercises

8 OS Installation Strategies

8.1 Consistency Is More Important Than Perfection
8.2 Installation Strategies

8.2.1 Automation
8.2.2 Cloning
8.2.3 Manual

8.3 Test-Driven Configuration Development
8.4 Automating in Steps
8.5 When Not to Automate
8.6 Vendor Support of OS Installation
8.7 Should You Trust the Vendor’s Installation?
8.8 Summary
Exercises

9 Workstation Service Definition

9.1 Basic Service Definition

9.1.1 Approaches to Platform Definition
9.1.2 Application Selection
9.1.3 Leveraging a CMDB

9.2 Refresh Cycles

9.2.1 Choosing an Approach
9.2.2 Formalizing the Policy
9.2.3 Aligning with Asset Depreciation

9.3 Tiered Support Levels
9.4 Workstations as a Managed Service
9.5 Summary
Exercises

10 Workstation Fleet Logistics

10.1 What Employees See
10.2 What Employees Don’t See

10.2.1 Purchasing Team
10.2.2 Prep Team
10.2.3 Delivery Team
10.2.4 Platform Team
10.2.5 Network Team
10.2.6 Tools Team
10.2.7 Project Management
10.2.8 Program Office

10.3 Configuration Management Database
10.4 Small-Scale Fleet Logistics

10.4.1 Part-Time Fleet Management
10.4.2 Full-Time Fleet Coordinators

10.5 Summary
Exercises

11 Workstation Standardization

11.1 Involving Customers Early
11.2 Releasing Early and Iterating
11.3 Having a Transition Interval (Overlap)
11.4 Ratcheting
11.5 Settinga Cut-Off Date
11.6 Adapting for Your Corporate Culture
11.7 Leveraging the Path of Least Resistance
11.8 Summary
Exercises

12 Onboarding

12.1 Making a Good First Impression
12.2 IT Responsibilities
12.3 Five Keys to Successful Onboarding

12.3.1 Drive the Process with an Onboarding Timeline
12.3.2 Determine Needs Ahead of Arrival
12.3.3 Perform the Onboarding
12.3.4 Communicate Across Teams
12.3.5 Reflect On and Improve the Process

12.4 Cadence Changes
12.5 Case Studies

12.5.1 Worst Onboarding Experience Ever
12.5.2 Lumeta’s Onboarding Process
12.5.3 Google’s Onboarding Process

12.6 Summary
Exercises

Part III: Servers

13 Server Hardware Strategies

13.1 All Eggs in One Basket
13.2 Beautiful Snowflakes

13.2.1 Asset Tracking
13.2.2 Reducing Variations
13.2.3 Global Optimization

13.3 Buyin Bulk, Allocate Fractions

13.3.1 VM Management
13.3.2 Live Migration
13.3.3 VM Packing
13.3.4 Spare Capacity for Maintenance
13.3.5 Unified VM/Non-VM Management
13.3.6 Containers

13.4 Grid Computing
13.5 Blade Servers
13.6 Cloud-Based Compute Services

13.6.1 What Is the Cloud?
13.6.2 Cloud Computing’s Cost Benefits
13.6.3 Software as a Service

13.7 Server Appliances
13.8 Hybrid Strategies
13.9 Summary
Exercises

14 Server Hardware Features

14.1 Workstations Versus Servers

14.1.1 Server Hardware Design Differences
14.1.2 Server OS and Management Differences

14.2 Server Reliability

14.2.1 Levels of Redundancy
14.2.2 Data Integrity
14.2.3 Hot-Swap Components
14.2.4 Servers Should Be in Computer Rooms

14.3 Remotely Managing Servers

14.3.1 Integrated Out-of-Band Management
14.3.2 Non-integrated Out-of-Band Management

14.4 Separate Administrative Networks
14.5 Maintenance Contracts and Spare Parts

14.5.1 Vendor SLA
14.5.2 Spare Parts
14.5.3 Tracking Service Contracts
14.5.4 Cross-Shipping

14.6 Selecting Vendors with Server Experience
14.7 Summary
Exercises

15 Server Hardware Specifications

15.1 Models and Product Lines
15.2 Server Hardware Details

15.2.1 CPUs
15.2.2 Memory
15.2.3 Network Interfaces
15.2.4 Disks: Hardware Versus Software RAID
15.2.5 Power Supplies

15.3 Things to Leave Out
15.4 Summary
Exercises

Part IV: Services

16 Service Requirements

16.1 Services Make the Environment
16.2 Starting with a Kick-Off Meeting
16.3 Gathering Written Requirements
16.4 Customer Requirements

16.4.1 Describing Features
16.4.2 Questions to Ask
16.4.3 Service Level Agreements
16.4.4 Handling Difficult Requests

16.5 Scope, Schedule, and Resources
16.6 Operational Requirements

16.6.1 System Observability
16.6.2 Remote and Central Management
16.6.3 Scaling Up or Out
16.6.4 Software Upgrades
16.6.5 Environment Fit
16.6.6 Support Model
16.6.7 Service Requests
16.6.8 Disaster Recovery

16.7 Open Architecture
16.8 Summary
Exercises

17 Service Planning and Engineering

17.1 General Engineering Basics
17.2 Simplicity
17.3 Vendor-Certified Designs
17.4 Dependency Engineering

17.4.1 Primary Dependencies
17.4.2 External Dependencies
17.4.3 Dependency Alignment

17.5 Decoupling Hostname from Service Name
17.6 Support

17.6.1 Monitoring
17.6.2 Support Model
17.6.3 Service Request Model
17.6.4 Documentation

17.7 Summary
Exercises

18 Service Resiliency and Performance Patterns

18.1 Redundancy Design Patterns

18.1.1 Masters and Slaves
18.1.2 Load Balancers Plus Replicas
18.1.3 Replicas and Shared State
18.1.4 Performance or Resilience?

18.2 Performance and Scaling

18.2.1 Dataflow Analysis for Scaling
18.2.2 Bandwidth Versus Latency

18.3 Summary
Exercises

19 Service Launch: Fundamentals

19.1 Planning for Problems
19.2 The Six-Step Launch Process

19.2.1 Step 1: Define the Ready List
19.2.2 Step 2: Work the List
19.2.3 Step 3: Launch the Beta Service
19.2.4 Step 4: Launch the Production Service
19.2.5 Step 5: Capture the Lessons Learned
19.2.6 Step 6: Repeat

19.3 Launch Readiness Review

19.3.1 Launch Readiness Criteria
19.3.2 Sample Launch Criteria
19.3.3 Organizational Learning
19.3.4 LRC Maintenance

19.4 Launch Calendar
19.5 Common Launch Problems

19.5.1 Processes Fail in Production
19.5.2 Unexpected Access Methods
19.5.3 Production Resources Unavailable
19.5.4 New Technology Failures
19.5.5 Lack of User Training
19.5.6 No Backups

19.6 Summary
Exercises

20 Service Launch: DevOps

20.1 Continuous Integration and Deployment

20.1.1 Test Ordering
20.1.2 Launch Categorizations

20.2 Minimum Viable Product
20.3 Rapid Release with Packaged Software

20.3.1 Testing Before Deployment
20.3.2 Time to Deployment Metrics

20.4 Cloning the Production Environment
20.5 Example: DNS/DHCP Infrastructure Software

20.5.1 The Problem
20.5.2 Desired End-State
20.5.3 First Milestone
20.5.4 Second Milestone

20.6 Launch with Data Migration
20.7 Controlling Self-Updating Software
20.8 Summary
Exercises

21 Service Conversions

21.1 Minimizing Intrusiveness
21.2 Layers Versus Pillars
21.3 Vendor Support
21.4 Communication
21.5 Training
21.6 Gradual Roll-Outs
21.7 Flash-Cuts: Doing It All at Once
21.8 Backout Plan

21.8.1 Instant Roll-Back
21.8.2 Decision Point

21.9 Summary
Exercises

22 Disaster Recovery and Data Integrity

22.1 Risk Analysis
22.2 Legal Obligations
22.3 Damage Limitation
22.4 Preparation
22.5 Data Integrity
22.6 Redundant Sites
22.7 Security Disasters
22.8 Media Relations
22.9 Summary
Exercises

Part V: Infrastructure

23 Network Architecture

23.1 Physical Versus Logical
23.2 The OSI Model
23.3 Wired Office Networks

23.3.1 Physical Infrastructure
23.3.2 Logical Design
23.3.3 Network Access Control
23.3.4 Location for Emergency Services

23.4 Wireless Office Networks

23.4.1 Physical Infrastructure
23.4.2 Logical Design

23.5 Datacenter Networks

23.5.1 Physical Infrastructure
23.5.2 Logical Design

23.6 WAN Strategies

23.6.1 Topology
23.6.2 Technology

23.7 Routing

23.7.1 Static Routing
23.7.2 Interior Routing Protocol
23.7.3 Exterior Gateway Protocol

23.8 Internet Access

23.8.1 Outbound Connectivity
23.8.2 Inbound Connectivity

23.9 Corporate Standards

23.9.1 Logical Design
23.9.2 Physical Design

23.10 Software-Defined Networks
23.11 IPv6

23.11.1 The Need for IPv6
23.11.2 Deploying IPv6

23.12 Summary
Exercises

24 Network Operations

24.1 Monitoring
24.2 Management

24.2.1 Access and Audit Trail
24.2.2 Life Cycle
24.2.3 Configuration Management
24.2.4 Software Versions
24.2.5 Deployment Process

24.3 Documentation

24.3.1 Network Design and Implementation
24.3.2 DNS
24.3.3 CMDB
24.3.4 Labeling

24.4 Support

24.4.1 Tools
24.4.2 Organizational Structure
24.4.3 Network Services

24.5 Summary
Exercises

25 Datacenters Overview

25.1 Build, Rent, or Outsource

25.1.1 Building
25.1.2 Renting
25.1.3 Outsourcing
25.1.4 No Datacenter
25.1.5 Hybrid

25.2 Requirements

25.2.1 Business Requirements
25.2.2 Technical Requirements

25.3 Summary
Exercises

26 Running a Datacenter

26.1 Capacity Management

26.1.1 Rack Space
26.1.2 Power
26.1.3 Wiring
26.1.4 Network and Console

26.2 Life-Cycle Management

26.2.1 Installation
26.2.2 Moves, Adds, and Changes
26.2.3 Maintenance
26.2.4 Decommission

26.3 Patch Cables
26.4 Labeling

26.4.1 Labeling Rack Location
26.4.2 Labeling Patch Cables
26.4.3 Labeling Network Equipment

26.5 Console Access
26.6 Workbench
26.7 Tools and Supplies

26.7.1 Tools
26.7.2 Spares and Supplies
26.7.3 Parking Spaces

26.8 Summary
Exercises

Part VI: Helpdesks and Support

27 Customer Support

27.1 Having a Helpdesk
27.2 Offering a Friendly Face
27.3 Reflecting Corporate Culture
27.4 Having Enough Staff
27.5 Defining Scope of Support
27.6 Specifying How to Get Help
27.7 Defining Processes for Staff
27.8 Establishing an Escalation Process
27.9 Defining “Emergency” in Writing
27.10 Supplying Request-Tracking Software
27.11 Statistical Improvements
27.12 After-Hours and 24/7 Coverage
27.13 Better Advertising for the Helpdesk
27.14 Different Helpdesks for Different Needs
27.15 Summary
Exercises

28 Handling an Incident Report

28.1 Process Overview
28.2 Phase A—Step 1: The Greeting
28.3 Phase B: Problem Identification

28.3.1 Step 2: Problem Classification
28.3.2 Step 3: Problem Statement
28.3.3 Step 4: Problem Verification

28.4 Phase C: Planning and Execution

28.4.1 Step 5: Solution Proposals
28.4.2 Step 6: Solution Selection
28.4.3 Step 7: Execution

28.5 Phase D: Verification

28.5.1 Step 8: Craft Verification
28.5.2 Step 9: Customer Verification/Closing

28.6 Perils of Skipping a Step
28.7 Optimizing Customer Care

28.7.1 Model-Based Training
28.7.2 Holistic Improvement
28.7.3 Increased Customer Familiarity
28.7.4 Special Announcements for Major Outages
28.7.5 Trend Analysis
28.7.6 Customers Who Know the Process
28.7.7 An Architecture That Reflects the Process

28.8 Summary
Exercises

29 Debugging

29.1 Understanding the Customer’s Problem
29.2 Fixing the Cause, Not the Symptom
29.3 Being Systematic
29.4 Having the Right Tools

29.4.1 Training Is the Most Important Tool
29.4.2 Understanding the Underlying Technology
29.4.3 Choosing the Right Tools
29.4.4 Evaluating Tools

29.5 End-to-End Understanding of the System
29.6 Summary
Exercises

30 Fixing Things Once

30.1 Story: The Misconfigured Servers
30.2 Avoiding Temporary Fixes
30.3 Learn from Carpenters
30.4 Automation
30.5 Summary
Exercises

31 Documentation

31.1 What to Document
31.2 A Simple Template for Getting Started
31.3 Easy Sources for Documentation

31.3.1 Saving Screenshots
31.3.2 Capturing the Command Line
31.3.3 Leveraging Email
31.3.4 Mining the Ticket System

31.4 The Power of Checklists
31.5 Wiki Systems
31.6 Findability
31.7 Roll-Out Issues
31.8 A Content-Management System
31.9 A Culture of Respect
31.10 Taxonomy and Structure
31.11 Additional Documentation Uses
31.12 Off-Site Links
31.13 Summary
Exercises

Part VII: Change Processes

32 Change Management

32.1 Change Review Boards
32.2 Process Overview
32.3 Change Proposals
32.4 Change Classifications
32.5 Risk Discovery and Quantification
32.6 Technical Planning
32.7 Scheduling
32.8 Communication
32.9 Tiered Change Review Boards
32.10 Change Freezes
32.11 Team Change Management

32.11.1 Changes Before Weekends
32.11.2 Preventing Injured Toes
32.11.3 Revision History

32.12 Starting with Git
32.13 Summary
Exercises

33 Server Upgrades

33.1 The Upgrade Process
33.2 Step 1: Develop a Service Checklist
33.3 Step 2: Verify Software Compatibility

33.3.1 Upgrade the Software Before the OS
33.3.2 Upgrade the Software After the OS
33.3.3 Postpone the Upgrade or Change the Software

33.4 Step 3: Develop Verification Tests
33.5 Step 4: Choose an Upgrade Strategy

33.5.1 Speed
33.5.2 Risk
33.5.3 End-User Disruption
33.5.4 Effort

33.6 Step 5: Write a Detailed Implementation Plan

33.6.1 Adding Services During the Upgrade
33.6.2 Removing Services During the Upgrade
33.6.3 Old and New Versions on the Same Machine
33.6.4 Performing a Dress Rehearsal

33.7 Step 6: Write a Backout Plan
33.8 Step 7: Select a Maintenance Window
33.9 Step 8: Announce the Upgrade
33.10 Step 9: Execute the Tests
33.11 Step 10: Lock Out Customers
33.12 Step 11: Do the Upgrade with Someone
33.13 Step 12: Test Your Work
33.14 Step 13: If All Else Fails, Back Out
33.15 Step 14: Restore Access to Customers
33.16 Step 15: Communicate Completion/Backout
33.17 Summary
Exercises

34 Maintenance Windows

34.1 Process Overview
34.2 Getting Management Buy-In
34.3 Scheduling Maintenance Windows
34.4 Planning Maintenance Tasks
34.5 Selecting a Flight Director
34.6 Managing Change Proposals

34.6.1 Sample Change Proposal: SecurID Server Upgrade
34.6.2 Sample Change Proposal: Storage Migration

34.7 Developing the Master Plan
34.8 Disabling Access
34.9 Ensuring Mechanics and Coordination

34.9.1 Shutdown/Boot Sequence
34.9.2 KVM, Console Service, and LOM
34.9.3 Communications

34.10 Change Completion Deadlines
34.11 Comprehensive System Testing
34.12 Post-maintenance Communication
34.13 Reenabling Remote Access
34.14 Be Visible the Next Morning
34.15 Postmortem
34.16 Mentoring a New Flight Director
34.17 Trending of Historical Data
34.18 Providing Limited Availability
34.19 High-Availability Sites

34.19.1 The Similarities
34.19.2 The Differences

34.20 Summary
Exercises

35 Centralization Overview

35.1 Rationale for Reorganizing

35.1.1 Rationale for Centralization
35.1.2 Rationale for Decentralization

35.2 Approaches and Hybrids
35.3 Summary
Exercises

36 Centralization Recommendations

36.1 Architecture
36.2 Security

36.2.1 Authorization
36.2.2 Extranet Connections
36.2.3 Data Leakage Prevention

36.3 Infrastructure

36.3.1 Datacenters
36.3.2 Networking
36.3.3 IP Address Space Management
36.3.4 Namespace Management
36.3.5 Communications
36.3.6 Data Management
36.3.7 Monitoring
36.3.8 Logging

36.4 Support

36.4.1 Helpdesk
36.4.2 End-User Support

36.5 Purchasing
36.6 Lab Environments
36.7 Summary
Exercises

37 Centralizing a Service

37.1 Understand the Current Solution
37.2 Make a Detailed Plan
37.3 Get Management Support
37.4 Fix the Problems
37.5 Provide an Excellent Service
37.6 Start Slowly
37.7 Look for Low-Hanging Fruit
37.8 When to Decentralize
37.9 Managing Decentralized Services
37.10 Summary
Exercises

Part VIII: Service Recommendations

38 Service Monitoring

38.1 Types of Monitoring
38.2 Building a Monitoring System
38.3 Historical Monitoring

38.3.1 Gathering the Data
38.3.2 Storing the Data
38.3.3 Viewing the Data

38.4 Real-Time Monitoring

38.4.1 SNMP
38.4.2 Log Processing
38.4.3 Alerting Mechanism
38.4.4 Escalation
38.4.5 Active Monitoring Systems

38.5 Scaling

38.5.1 Prioritization
38.5.2 Cascading Alerts
38.5.3 Coordination

38.6 Centralization and Accessibility
38.7 Pervasive Monitoring
38.8 End-to-End Tests
38.9 Application Response Time Monitoring
38.10 Compliance Monitoring
38.11 Meta-monitoring
38.12 Summary
Exercises

39 Namespaces

39.1 What Is a Namespace?
39.2 Basic Rules of Namespaces
39.3 Defining Names
39.4 Merging Namespaces
39.5 Life-Cycle Management
39.6 Reuse
39.7 Usage

39.7.1 Scope
39.7.2 Consistency
39.7.3 Authority

39.8 Federated Identity
39.9 Summary
Exercises

40 Nameservices

40.1 Nameservice Data

40.1.1 Data
40.1.2 Consistency
40.1.3 Authority
40.1.4 Capacity and Scaling

40.2 Reliability

40.2.1 DNS
40.2.2 DHCP
40.2.3 LDAP
40.2.4 Authentication
40.2.5 Authentication, Authorization, and Accounting
40.2.6 Databases

40.3 Access Policy
40.4 Change Policies
40.5 Change Procedures

40.5.1 Automation
40.5.2 Self-Service Automation

40.6 Centralized Management
40.7 Summary
Exercises

41 Email Service

41.1 Privacy Policy
41.2 Namespaces
41.3 Reliability
41.4 Simplicity
41.5 Spam and Virus Blocking
41.6 Generality
41.7 Automation
41.8 Monitoring
41.9 Redundancy
41.10 Scaling
41.11 Security Issues
41.12 Encryption
41.13 Email Retention Policy
41.14 Communication
41.15 High-Volume List Processing
41.16 Summary
Exercises

42 Print Service

42.1 Level of Centralization
42.2 Print Architecture Policy
42.3 Documentation
42.4 Monitoring
42.5 Environmental Issues
42.6 Shredding
42.7 Summary
Exercises

43 Data Storage

43.1 Terminology

43.1.1 Key Individual Disk Components
43.1.2 RAID
43.1.3 Volumes and File Systems
43.1.4 Directly Attached Storage
43.1.5 Network-Attached Storage
43.1.6 Storage-Area Networks

43.2 Managing Storage

43.2.1 Reframing Storage as a Community Resource
43.2.2 Conducting a Storage-Needs Assessment
43.2.3 Mapping Groups onto Storage Infrastructure
43.2.4 Developing an Inventory and Spares Policy
43.2.5 Planning for Future Storage
43.2.6 Establishing Storage Standards

43.3 Storage as a Service

43.3.1 A Storage SLA
43.3.2 Reliability
43.3.3 Backups
43.3.4 Monitoring
43.3.5 SAN Caveats

43.4 Performance

43.4.1 RAID and Performance
43.4.2 NAS and Performance
43.4.3 SSDs and Performance
43.4.4 SANs and Performance
43.4.5 Pipeline Optimization

43.5 Evaluating New Storage Solutions

43.5.1 Drive Speed
43.5.2 Fragmentation
43.5.3 Storage Limits: Disk Access Density Gap
43.5.4 Continuous Data Protection

43.6 Common Data Storage Problems

43.6.1 Large Physical Infrastructure
43.6.2 Timeouts
43.6.3 Saturation Behavior

43.7 Summary
Exercises

44 Backup and Restore

44.1 Getting Started
44.2 Reasons for Restores

44.2.1 Accidental File Deletion
44.2.2 Disk Failure
44.2.3 Archival Purposes
44.2.4 Perform Fire Drills

44.3 Corporate Guidelines
44.4 A Data-Recovery SLA and Policy
44.5 The Backup Schedule
44.6 Time and Capacity Planning

44.6.1 Backup Speed
44.6.2 Restore Speed
44.6.3 High-Availability Databases

44.7 Consumables Planning

44.7.1 Tape Inventory
44.7.2 Backup Media and Off-Site Storage

44.8 Restore-Process Issues
44.9 Backup Automation
44.10 Centralization
44.11 Technology Changes
44.12 Summary
Exercises

45 Software Repositories

45.1 Types of Repositories
45.2 Benefits of Repositories
45.3 Package Management Systems
45.4 Anatomy of a Package

45.4.1 Metadata and Scripts
45.4.2 Active Versus Dormant Installation
45.4.3 Binary Packages
45.4.4 Library Packages
45.4.5 Super-Packages
45.4.6 Source Packages

45.5 Anatomy of a Repository

45.5.1 Security
45.5.2 Universal Access
45.5.3 Release Process
45.5.4 Multitiered Mirrors and Caches

45.6 Managinga Repository

45.6.1 Repackaging Public Packages
45.6.2 Repackaging Third-Party Software
45.6.3 Service and Support
45.6.4 Repository as a Service

45.7 Repository Client

45.7.1 Version Management
45.7.2 Tracking Conflicts

45.8 Build Environment

45.8.1 Continuous Integration
45.8.2 Hermetic Build

45.9 Repository Examples

45.9.1 Staged Software Repository
45.9.2 OS Mirror
45.9.3 Controlled OS Mirror

45.10 Summary
Exercises

46 Web Services

46.1 Simple Web Servers
46.2 Multiple Web Servers on One Host

46.2.1 Scalable Techniques
46.2.2 HTTPS

46.3 Service Level Agreements
46.4 Monitoring
46.5 Scaling for Web Services

46.5.1 Horizontal Scaling
46.5.2 Vertical Scaling
46.5.3 Choosing a Scaling Method

46.6 Web Service Security

46.6.1 Secure Connections and Certificates
46.6.2 Protecting the Web Server Application
46.6.3 Protecting the Content
46.6.4 Application Security

46.7 Content Management
46.8 Summary
Exercises

Part IX: Management Practices

47 Ethics

47.1 Informed Consent
47.2 Code of Ethics
47.3 Customer Usage Guidelines
47.4 Privileged-Access Code of Conduct
47.5 Copyright Adherence
47.6 Working with Law Enforcement
47.7 Setting Expectations on Privacy and Monitoring
47.8 Being Told to Do Something Illegal/Unethical
47.9 Observing Illegal Activity
47.10 Summary
Exercises

48 Organizational Structures

48.1 Sizing
48.2 Funding Models
48.3 Management Chain’s Influence
48.4 Skill Selection
48.5 Infrastructure Teams
48.6 Customer Support
48.7 Helpdesk
48.8 Outsourcing
48.9 Consultants and Contractors
48.10 Sample Organizational Structures

48.10.1 Small Company
48.10.2 Medium-Size Company
48.10.3 Large Company
48.10.4 E-commerce Site
48.10.5 Universities and Nonprofit Organizations

48.11 Summary
Exercises

49 Perception and Visibility

49.1 Perception

49.1.1 A Good First Impression
49.1.2 Attitude, Perception, and Customers
49.1.3 Aligning Priorities with Customer Expectations
49.1.4 The System Advocate

49.2 Visibility

49.2.1 System Status Web Page
49.2.2 Management Meetings
49.2.3 Physical Visibility
49.2.4 Town Hall Meetings
49.2.5 Newsletters
49.2.6 Mail to All Customers
49.2.7 Lunch

49.3 Summary
Exercises

50 Time Management

50.1 Interruptions

50.1.1 Stay Focused
50.1.2 Splitting Your Day

50.2 Follow-Through
50.3 Basic To-Do List Management
50.4 Setting Goals
50.5 Handling Email Once
50.6 Precompiling Decisions
50.7 Finding Free Time
50.8 Dealing with Ineffective People
50.9 Dealing with Slow Bureaucrats
50.10 Summary
Exercises

51 Communication and Negotiation

51.1 Communication
51.2 I Statements
51.3 Active Listening

51.3.1 Mirroring
51.3.2 Summary Statements
51.3.3 Reflection

51.4 Negotiation

51.4.1 Recognizing the Situation
51.4.2 Format of a Negotiation Meeting
51.4.3 Working Toward a Win-Win Outcome
51.4.4 Planning Your Negotiations

51.5 Additional Negotiation Tips

51.5.1 Ask for What You Want
51.5.2 Don’t Negotiate Against Yourself
51.5.3 Don’t Reveal Your Strategy
51.5.4 Refuse the First Offer
51.5.5 Use Silence as a Negotiating Tool

51.6 Further Reading
51.7 Summary
Exercises

52 Beinga Happy SA

52.1 Happiness
52.2 Accepting Criticism
52.3 Your Support Structure
52.4 Balancing Work and Personal Life
52.5 Professional Development
52.6 Staying Technical
52.7 Loving Your Job
52.8 Motivation
52.9 Managing Your Manager
52.10 Self-Help Books
52.11 Summary
Exercises

53 Hiring System Administrators

53.1 Job Description
53.2 Skill Level
53.3 Recruiting
53.4 Timing
53.5 Team Considerations
53.6 The Interview Team
53.7 Interview Process
53.8 Technical Interviewing
53.9 Nontechnical Interviewing
53.10 Selling the Position
53.11 Employee Retention
53.12 Getting Noticed
53.13 Summary
Exercises

54 Firing System Administrators

54.1 Cooperate with Corporate HR
54.2 The Exit Checklist
54.3 Removing Access

54.3.1 Physical Access
54.3.2 Remote Access
54.3.3 Application Access
54.3.4 Shared Passwords
54.3.5 External Services
54.3.6 Certificates and Other Secrets

54.4 Logistics
54.5 Examples

54.5.1 Amicably Leaving a Company
54.5.2 Firing the Boss
54.5.3 Removal at an Academic Institution

54.6 Supporting Infrastructure
54.7 Summary
Exercises

Part X: Being More Awesome

55 Operational Excellence

55.1 What Does Operational Excellence Look Like?
55.2 How to Measure Greatness
55.3 Assessment Methodology

55.3.1 Operational Responsibilities
55.3.2 Assessment Levels
55.3.3 Assessment Questions and Look-For’s

55.4 Service Assessments

55.4.1 Identifying What to Assess
55.4.2 Assessing Each Service
55.4.3 Comparing Results Across Services
55.4.4 Acting on the Results
55.4.5 Assessment and Project Planning Frequencies

55.5 Organizational Assessments
55.6 Levels of Improvement
55.7 Getting Started
55.8 Summary
Exercises

56 Operational Assessments

56.1 Regular Tasks (RT)
56.2 Emergency Response (ER)
56.3 Monitoring and Metrics (MM)
56.4 Capacity Planning (CP)
56.5 Change Management (CM)
56.6 New Product Introduction and Removal (NPI/NPR)
56.7 Service Deployment and Decommissioning (SDD)
56.8 Performance and Efficiency (PE)
56.9 Service Delivery: The Build Phase
56.10 Service Delivery: The Deployment Phase
56.11 Toil Reduction
56.12 Disaster Preparedness

Epilogue

Part XI: Appendices

A: What to Do When . . .
B: The Many Roles of a System Administrator

B.1 Common Positive Roles
B.2 Negative Roles
B.3 Team Roles
B.4 Summary
Exercises

Bibliography
Index