{"id":32958,"date":"2019-10-31T21:49:56","date_gmt":"2019-10-31T18:49:56","guid":{"rendered":"https:\/\/prohoster.info\/blog\/pyat-problem-v-protsessah-ekspluatatsii-i-podderzhki-highload-it-sistem\/"},"modified":"2019-10-31T21:49:56","modified_gmt":"2019-10-31T18:49:56","slug":"pyat-problem-v-protsessah-ekspluatatsii-i-podderzhki-highload-it-sistem","status":"publish","type":"post","link":"https:\/\/prohoster.info\/cs\/blog\/administrirovanie\/pyat-problem-v-protsessah-ekspluatatsii-i-podderzhki-highload-it-sistem","title":{"rendered":"P\u011bt probl\u00e9m\u016f v procesech provozu a podpory Highload IT syst\u00e9m\u016f","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"

Ahoj, Habr! Deset let podporuji Highload IT syst\u00e9my. Nebudu ps\u00e1t v tomto \u010dl\u00e1nku o probl\u00e9mech s nastaven\u00edm nginx pro provoz v re\u017eimu 1000+ RPS nebo o jin\u00fdch technick\u00fdch z\u00e1le\u017eitostech. Pod\u011bl\u00edm se o pozorov\u00e1n\u00ed probl\u00e9m\u016f v procesech, kter\u00e9 vznikaj\u00ed v podpo\u0159e a provozu takov\u00fdch syst\u00e9m\u016f. <\/a><\/noindex><\/p>\n

Monitoring<\/h2>\n

\nTechnick\u00e1 podpora ne\u010dek\u00e1, a\u017e doraz\u00ed \u017e\u00e1dost s obsahem \u201ePro\u010d zase... web nefunguje?\u201c. Podpora ji\u017e minutu po v\u00fdpadku webu mus\u00ed vid\u011bt probl\u00e9m a za\u010d\u00edt ho \u0159e\u0161it. Ale web je pouze \u0161pi\u010dka ledovce<\/b>. Jeho dostupnost je monitorov\u00e1na jako jedna z prvn\u00edch.<\/p>\n

Co d\u011blat v situaci, kdy p\u0159estaly p\u0159ich\u00e1zet zbytky zbo\u017e\u00ed z ERP syst\u00e9mu do internetov\u00e9ho obchodu? Nebo CRM syst\u00e9m, kter\u00fd vypo\u010d\u00edt\u00e1v\u00e1 slevy pro z\u00e1kazn\u00edky, p\u0159estal odpov\u00eddat? Web p\u0159itom na prvn\u00ed pohled funguje. Podm\u00ednkov\u00fd Zabbix dost\u00e1v\u00e1 svou odpov\u011b\u010f 200. Pohotovostn\u00ed sm\u011bna nedostala \u017e\u00e1dn\u00e1 ozn\u00e1men\u00ed z monitorov\u00e1n\u00ed a \u0161\u0165astn\u011b sleduje prvn\u00ed epizodu nov\u00e9ho sezony \u201eHry o tr\u016fny\u201c.<\/p>\n

\u010casto se monitorov\u00e1n\u00ed omezuje pouze na m\u011b\u0159en\u00ed stavu pam\u011bti, opera\u010dn\u00ed pam\u011bti a zat\u00ed\u017een\u00ed procesor\u016f. servery<\/a>.<\/b> Ale pro podnik\u00e1n\u00ed je daleko d\u016fle\u017eit\u011bj\u0161\u00ed m\u00edt p\u0159ehled o dostupnosti zbo\u017e\u00ed na webu. Podm\u00ednkov\u00e9 selh\u00e1n\u00ed jednoho virtu\u00e1ln\u00edho stroje v clusteru povede k tomu, \u017ee na n\u011bj p\u0159estane sm\u011b\u0159ovat provoz a zat\u00ed\u017een\u00ed na ostatn\u00edch serverech vzroste. Spole\u010dnost neztrat\u00ed \u017e\u00e1dn\u00e9 pen\u00edze.<\/p>\n

Proto krom\u011b monitorov\u00e1n\u00ed technick\u00fdch parametr\u016f opera\u010dn\u00edch syst\u00e9m\u016f na serverech je t\u0159eba nastavovat obchodn\u00ed metriky. Metriky, kter\u00e9 p\u0159\u00edmo ovliv\u0148uj\u00ed finance. R\u016fzn\u00e9 interakce s extern\u00edmi syst\u00e9my (CRM, ERP a dal\u0161\u00ed). Po\u010det objedn\u00e1vek za ur\u010ditou dobu. \u00dasp\u011b\u0161n\u00e9 nebo ne\u00fasp\u011b\u0161n\u00e9 autorizace z\u00e1kazn\u00edk\u016f a dal\u0161\u00ed metriky.<\/p>\n

Interakce s extern\u00edmi syst\u00e9my<\/h2>\n

\nKa\u017ed\u00e1 webov\u00e1 str\u00e1nka nebo mobiln\u00ed aplikace s ro\u010dn\u00edm obratem p\u0159es miliardu korun interaguje s extern\u00edmi syst\u00e9my. Po\u010d\u00ednaje zmi\u0148ovan\u00fdmi CRM a ERP a kon\u010de p\u0159enosem dat o prodeji do extern\u00edho syst\u00e9mu Big Data pro anal\u00fdzu n\u00e1kup\u016f a nab\u00eddku zbo\u017e\u00ed, kter\u00e9 si ur\u010dit\u011b koup\u00ed (ve skute\u010dnosti ne). Ka\u017ed\u00fd takov\u00fd syst\u00e9m m\u00e1 svoji podporu. A \u010dasto komunikace s t\u011bmito syst\u00e9my p\u0159in\u00e1\u0161\u00ed bolesti. Zejm\u00e9na kdy\u017e je probl\u00e9m glob\u00e1ln\u00ed a je t\u0159eba ho analyzovat v r\u016fzn\u00fdch syst\u00e9mech.<\/p>\n

N\u011bkter\u00e9 syst\u00e9my poskytuj\u00ed telefon nebo telegram sv\u00fdch administr\u00e1tor\u016f. N\u011bkde je t\u0159eba ps\u00e1t e-maily mana\u017eer\u016fm nebo chodit do bug tracker\u016f t\u011bchto extern\u00edch syst\u00e9m\u016f. Dokonce i v r\u00e1mci jedn\u00e9 velk\u00e9 spole\u010dnosti r\u016fzn\u00e9 syst\u00e9my \u010dasto pracuj\u00ed v r\u016fzn\u00fdch syst\u00e9mech pro sledov\u00e1n\u00ed \u017e\u00e1dost\u00ed. Sledovat stav \u017e\u00e1dosti se n\u011bkdy st\u00e1v\u00e1 nemo\u017en\u00fdm. Dostane\u0161 \u017e\u00e1dost v jedn\u00e9 vymezen\u00e9 Jira. Pot\u00e9 v koment\u00e1\u0159i t\u00e9to prvn\u00ed Jira vlo\u017e\u00ed\u0161 odkaz na \u00fakol v jin\u00e9 Jira. Ve druh\u00e9 Jira u\u017e n\u011bkdo p\u00ed\u0161e koment\u00e1\u0159, \u017ee je t\u0159eba zavolat podm\u00edn\u011bn\u00e9mu adminovi Andrejovi, aby se ot\u00e1zka vy\u0159e\u0161ila.<\/b> A tak d\u00e1le.<\/p>\n

Optim\u00e1ln\u00edm \u0159e\u0161en\u00edm tohoto probl\u00e9mu by bylo vytvo\u0159en\u00ed jednotn\u00e9ho prostoru pro komunikaci, nap\u0159\u00edklad ve Slacku. Pozv\u00e1n\u00ed v\u0161ech \u00fa\u010dastn\u00edk\u016f procesu spr\u00e1vy extern\u00edch syst\u00e9m\u016f. A tak\u00e9 jednoho trackera, aby se \u017e\u00e1dosti nedublovaly. \u017d\u00e1dosti by m\u011bly b\u00fdt sledov\u00e1ny na jednom m\u00edst\u011b, po\u010d\u00ednaje upozorn\u011bn\u00edm monitorov\u00e1n\u00ed a\u017e po zaveden\u00ed \u0159e\u0161en\u00ed bug\u016f do produkce. \u0158eknete, \u017ee to je nerealistick\u00e9 a historicky jste pracovali v jednom trackeru, zat\u00edmco oni v jin\u00e9m. Objevily se r\u016fzn\u00e9 syst\u00e9my, m\u011bly sv\u00e9 autonomn\u00ed IT t\u00fdmy. Souhlas\u00edm, a proto je t\u0159eba probl\u00e9m \u0159e\u0161it shora na \u00farovni CIO nebo product ownera.<\/p>\n

Ka\u017ed\u00fd syst\u00e9m, se kter\u00fdm interagujete, by m\u011bl poskytovat podporu jako slu\u017ebu s jasn\u00fdm SLA na \u0159e\u0161en\u00ed probl\u00e9m\u016f podle priorit. A ne teprve kdy\u017e m\u00e1 podm\u00edn\u011bn\u00fd admin Andrej chvilku na v\u00e1s.<\/p>\n

\u010clov\u011bk jako z\u00fa\u017een\u00ed hrdla l\u00e1hve<\/h2>\n

\nKa\u017ed\u00fd projekt (nebo produkt) m\u00e1 takovou osobu, jej\u00ed\u017e dovolen\u00e1 vyvol\u00e1v\u00e1 \u0161okov\u00e1n\u00ed v managementu. M\u016f\u017ee to b\u00fdt devops in\u017een\u00fdr, analytik nebo v\u00fdvoj\u00e1\u0159. Jen devops in\u017een\u00fdr v\u00ed, na jak\u00fdch serverech jsou nainstalov\u00e1ny jak\u00e9 kontejnery, jak restartovat kontejner v p\u0159\u00edpad\u011b probl\u00e9mu a ka\u017ed\u011b slo\u017eit\u00e9 probl\u00e9my se bez n\u011bj ne\u0159e\u0161\u00ed. Analytik je ten, kdo v\u00ed, jak funguje v\u00e1\u0161 slo\u017eit\u00fd mechanismus. Jak\u00e9 toky dat kam sm\u011b\u0159uj\u00ed. P\u0159i jak\u00fdch parametrech dotaz\u016f do jak\u00fdch slu\u017eeb, jak\u00e9 odpov\u011bdi dostaneme.
\nKdo rychle pochop\u00ed, pro\u010d se v log\u00e1ch objevily chyby a pohotov\u011b oprav\u00ed kritickou chybu v produkci? Samoz\u0159ejm\u011b ten v\u00fdvoj\u00e1\u0159. Jsou i jin\u00ed, ale jen on rozum\u00ed, jak jsou r\u016fzn\u00e9 moduly syst\u00e9mu uspo\u0159\u00e1d\u00e1ny.<\/p>\n

J\u00e1drem tohoto probl\u00e9mu je nedostatek dokumentace.<\/b>V\u017edy\u0165 pokud by byly v\u0161echny slu\u017eby va\u0161eho syst\u00e9mu pops\u00e1ny, probl\u00e9m by se dal vy\u0159e\u0161it i bez analytika. Kdyby si devops vy\u010dlenil p\u00e1r dn\u00ed ze sv\u00e9ho nabit\u00e9ho pl\u00e1nu a popsal v\u0161echny servery, slu\u017eby a pokyny pro \u0159e\u0161en\u00ed typick\u00fdch probl\u00e9m\u016f, probl\u00e9m b\u011bhem jeho absence by se dal vy\u0159e\u0161it i bez n\u011bj. Nen\u00ed nutn\u00e9 na dovolen\u00e9 rychle dop\u00edjet pivo na pl\u00e1\u017ei a hledat wi-fi k vy\u0159e\u0161en\u00ed probl\u00e9mu.<\/p>\n

Kvalifikace a odpov\u011bdnost pracovn\u00edk\u016f podpory.<\/h2>\n

\nNa velk\u00fdch projektech firmy ne\u0161et\u0159\u00ed na platech v\u00fdvoj\u00e1\u0159\u016fm. Hon\u00ed drah\u00e9 st\u0159edn\u00ed nebo seniorn\u00ed specialisty z podobn\u00fdch projekt\u016f. Situace s podporou je v\u0161ak trochu jin\u00e1. Tyto n\u00e1klady se sna\u017e\u00ed jak\u00fdmikoliv zp\u016fsoby sn\u00ed\u017eit. Firmy naj\u00edmaj\u00ed levn\u00e9, v\u010derej\u0161\u00ed pomocn\u00e9 pracovn\u00edky a odv\u00e1\u017en\u011b jdou do boje. Takov\u00e1 strategie je mo\u017en\u00e1, pokud jde o webovou str\u00e1nku n\u011bjak\u00e9ho z\u00e1vodu v Zelenograd\u011b.<\/p>\n

Pokud se jedn\u00e1 o velk\u00fd internetov\u00fd obchod, ka\u017ed\u00fd hodinu v\u00fdpadku stoj\u00ed v\u00edce ne\u017e m\u011bs\u00ed\u010dn\u00ed plat adm t\u00e1ra pomocn\u00e9ho pracovn\u00edka. Vezm\u011bme za v\u00fdchoz\u00ed bod 1 miliardu rubl\u016f v ro\u010dn\u00edm obratu. To je minim\u00e1ln\u00ed obrat jak\u00e9hokoliv internetov\u00e9ho obchodu z \u017eeb\u0159\u00ed\u010dku TOP-100 za rok 2018.<\/a><\/noindex>Rozd\u011blte tuto \u010d\u00e1stku na po\u010det hodin v roce a z\u00edsk\u00e1te v\u00edce ne\u017e 100 000 rubl\u016f \u010dist\u00fdch ztr\u00e1t. A pokud nebudeme po\u010d\u00edtat no\u010dn\u00ed hodiny, m\u016f\u017eeme \u010d\u00e1stku bez obav zdvojn\u00e1sobit.<\/p>\n

Ale pen\u00edze p\u0159ece nejsou to hlavn\u00ed, \u017ee?<\/b> (ne, samoz\u0159ejm\u011b \u017ee to nen\u00ed hlavn\u00ed) Existuj\u00ed tak\u00e9 reputa\u010dn\u00ed ztr\u00e1ty. Hodina, kdy zn\u00e1m\u00fd internetov\u00fd obchod nefunguje, m\u016f\u017ee vyvolat vlnu reakc\u00ed na soci\u00e1ln\u00edch s\u00edt\u00edch a tak\u00e9 \u010dl\u00e1nky v oborov\u00fdch m\u00e9di\u00edch. A rozhovory p\u0159\u00e1tel u stolu ve stylu \u201eNekupuj tam nic, jejich web po\u0159\u00e1d nefunguje\u201c se nedaj\u00ed v\u016fbec zm\u011b\u0159it.<\/p>\n

Nyn\u00ed k odpov\u011bdnosti. Ve sv\u00e9 praxi jsem m\u011bl p\u0159\u00edpad, kdy pohotovostn\u00ed administr\u00e1tor nereagoval v\u010das na upozorn\u011bn\u00ed syst\u00e9mu monitoringu o nedostupnosti webu. V p\u0159\u00edjemn\u00fd letn\u00ed p\u00e1te\u010dn\u00ed ve\u010der le\u017eel web jednoho zn\u00e1m\u00e9ho moskevsk\u00e9ho internetov\u00e9ho obchodu ti\u0161e. V sobotu r\u00e1no produktov\u00fd mana\u017eer tohoto webu nech\u00e1pal, pro\u010d se web neotev\u00edr\u00e1, a v chatov\u00e9 podpo\u0159e a urgentn\u00edch upozorn\u011bn\u00edch na Slacku panovalo ticho. Tato chyba n\u00e1s st\u00e1la \u0161estic\u00edselnou \u010d\u00e1stku, a tento pohotovostn\u00ed administr\u00e1tor tak p\u0159i\u0161el o pr\u00e1ci.<\/p>\n

Odpov\u011bdnost je dovednost, kterou je obt\u00ed\u017en\u00e9 rozv\u00edjet. <\/b>Bu\u010f ji m\u00e1 \u010dlov\u011bk, nebo nem\u00e1. Proto se na pohovorech sna\u017e\u00edm zjistit jej\u00ed p\u0159\u00edtomnost r\u016fzn\u00fdmi ot\u00e1zkami, kter\u00e9 nep\u0159\u00edmo ukazuj\u00ed, zda je \u010dlov\u011bk zvykl\u00fd na to, \u017ee bere odpov\u011bdnost na sebe. Pokud \u010dlov\u011bk odpov\u00ed, \u017ee si vybral vysokou \u0161kolu, proto\u017ee to \u0159ekli rodi\u010de, nebo m\u011bn\u00ed pr\u00e1ci, proto\u017ee man\u017eelka \u0159\u00edk\u00e1, \u017ee m\u00e1lo vyd\u011bl\u00e1v\u00e1, tak s takov\u00fdmi lidmi je lep\u0161\u00ed se nespojit.<\/p>\n

Interakce s v\u00fdvojov\u00fdm t\u00fdmem<\/h2>\n

\nKdy\u017e se b\u011bhem provozu objev\u00ed u u\u017eivatel\u016f jednoduch\u00e9 probl\u00e9my, podpora je \u0159e\u0161\u00ed vlastn\u00edmi silami. Sna\u017e\u00ed se probl\u00e9m reprodukovat, analyzuje logy a tak d\u00e1le. Ale co d\u011blat, kdy\u017e se na prod\u011b objev\u00ed bug? V tomto p\u0159\u00edpad\u011b podpora zakl\u00e1d\u00e1 \u00fakol pro v\u00fdvoj\u00e1\u0159e a tady to za\u010d\u00edn\u00e1 b\u00fdt zaj\u00edmav\u00e9.<\/p>\n

V\u00fdvoj\u00e1\u0159i jsou neust\u00e1le p\u0159epracovan\u00ed.<\/b> Zab\u00fdvaj\u00ed se vytv\u00e1\u0159en\u00edm nov\u00fdch funkc\u00ed. Oprava bug\u016f na produk\u010dn\u00edm prost\u0159ed\u00ed nen\u00ed \u0159\u00edkejme nejzaj\u00edmav\u011bj\u0161\u00ed \u010dinnost\u00ed. Term\u00edny pro dokon\u010den\u00ed dal\u0161\u00edho sprintu ho\u0159\u00ed. A tady p\u0159ich\u00e1zej\u00ed nep\u0159\u00edjemn\u00ed lid\u00e9 z podpory a \u0159\u00edkaj\u00ed: \u201eOkam\u017eit\u011b p\u0159esta\u0148te v\u0161e, m\u00e1me probl\u00e9m.\u201c Priorita takov\u00fdch \u00fakol\u016f je minim\u00e1ln\u00ed. Zvl\u00e1\u0161\u0165 kdy\u017e probl\u00e9m nen\u00ed tak kritick\u00fd a z\u00e1kladn\u00ed funkce webu funguj\u00ed, a kdy\u017e release manager neb\u011bh\u00e1 s vyvalen\u00fdma o\u010dima a nep\u00ed\u0161e: \u201eOkam\u017eit\u011b za\u0159a\u010fte tento \u00fakol do nejbli\u017e\u0161\u00edho vyd\u00e1n\u00ed nebo hotfixu.\u201c<\/p>\n

\u00dakoly s b\u011b\u017enou nebo n\u00edzkou prioritou se p\u0159esouvaj\u00ed z vyd\u00e1n\u00ed do vyd\u00e1n\u00ed. Na ot\u00e1zku \"Kdy bude \u00fakol spln\u011bn?\" usly\u0161\u00edte odpov\u011bdi jako: \"Omlouv\u00e1m se, m\u00e1me te\u010f hodn\u011b \u00fakol\u016f, zeptej se t\u00fdmov\u00fdch l\u00eddr\u016f nebo mana\u017eera vyd\u00e1n\u00ed.\"<\/p>\n

Probl\u00e9my v produkci maj\u00ed vy\u0161\u0161\u00ed prioritu ne\u017e vytv\u00e1\u0159en\u00ed nov\u00fdch funkc\u00ed. Negativn\u00ed zp\u011btn\u00e1 vazba nenech\u00e1 na sebe dlouho \u010dekat, pokud se u\u017eivatel\u00e9 neust\u00e1le setk\u00e1vaj\u00ed s chybami. Po\u0161kozenou pov\u011bst je t\u011b\u017ek\u00e9 obnovit.<\/p>\n

Ot\u00e1zky spolupr\u00e1ce mezi v\u00fdvojem a podporou \u0159e\u0161\u00ed DevOps.<\/b> Tato zkratka se \u010dasto pou\u017e\u00edv\u00e1 ve smyslu konkr\u00e9tn\u00edho \u010dlov\u011bka, kter\u00fd pom\u00e1h\u00e1 vytv\u00e1\u0159et testovac\u00ed prost\u0159ed\u00ed pro v\u00fdvoj, buduje CI\/CD pipeline a rychle nasazuje otestovan\u00fd k\u00f3d do produkce. DevOps je p\u0159\u00edstup k v\u00fdvoji software, kdy se v\u0161ichni \u00fa\u010dastn\u00edci procesu \u00fazce spolupracuj\u00ed a pom\u00e1haj\u00ed rychleji vytv\u00e1\u0159et a aktualizovat softwarov\u00e9 produkty a slu\u017eby. M\u00e1m na mysli analytiky, v\u00fdvoj\u00e1\u0159e, testery a podporu.<\/p>\n

Podpora a v\u00fdvoj v tomto p\u0159\u00edstupu nejsou r\u016fzn\u00e9 odd\u011blen\u00ed se sv\u00fdmi c\u00edli a \u00fakoly. V\u00fdvoj je zapojen do provozu a naopak. Slab\u011b zn\u00e1m\u00e1 fr\u00e1ze distribuovan\u00fdch t\u00fdm\u016f: \"Probl\u00e9m nen\u00ed na m\u00e9 stran\u011b\" u\u017e se tak \u010dasto neobjevuje v chatech a koncov\u00ed u\u017eivatel\u00e9 jsou o n\u011bco \u0161\u0165astn\u011bj\u0161\u00ed.
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Zdroj: habr.com<\/a><\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"

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