{"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\/ro\/blog\/administrirovanie\/pyat-problem-v-protsessah-ekspluatatsii-i-podderzhki-highload-it-sistem","title":{"rendered":"Cinci probleme \u00een procesele de exploatare \u0219i suport pentru sistemele IT Highload","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"

Bun\u0103, Habr! De zece ani m\u0103 ocup de sisteme IT de \u00eenalt\u0103 performan\u021b\u0103. Nu voi scrie \u00een acest articol despre problemele configur\u0103rii nginx pentru a func\u021biona \u00een modul de peste 1000 RPS sau alte lucruri tehnice. Voi \u00eemp\u0103rt\u0103\u0219i observa\u021bii despre problemele din procesele care apar \u00een suportul \u0219i exploatarea acestor sisteme. <\/a><\/noindex><\/p>\n

Monitorizare<\/h2>\n

\nAsisten\u021ba tehnic\u0103 nu a\u0219teapt\u0103 s\u0103 vin\u0103 o solicitare cu con\u021binutul \u00abDe ce... site-ul nu func\u021bioneaz\u0103 din nou?\u00bb. Suportul ar trebui s\u0103 observe problema \u00eentr-un minut dup\u0103 c\u0103derea site-ului \u0219i s\u0103 \u00eenceap\u0103 s\u0103 o rezolve. Dar site-ul este v\u00e2rful unei iceberg.<\/b>. Accesibilitatea sa este monitorizat\u0103 printre primele criterii.<\/p>\n

Ce trebuie s\u0103 facem \u00een situa\u021bia \u00een care stocurile de produse din magazinul online nu mai vin din sistemul ERP? Sau sistemul CRM, care calculeaz\u0103 reducerile pentru clien\u021bi, a \u00eencetat s\u0103 r\u0103spund\u0103? De fapt, site-ul arat\u0103 c\u0103 func\u021bioneaz\u0103. Zabbix prime\u0219te un r\u0103spuns 200. Schimbul de rezerv\u0103 nu a primit niciun notificare de la sistemul de monitorizare \u0219i se bucur\u0103 de prima serie din noul sezon al \u00abGame of Thrones\u00bb.<\/p>\n

Adesea, monitorizarea se limiteaz\u0103 doar la m\u0103surarea st\u0103rii memoriei, a RAM-ului \u0219i a \u00eenc\u0103rc\u0103turii procesorului. servere<\/a>.<\/b> Dar pentru afaceri este mult mai important s\u0103 ob\u021bin\u0103 accesibilitatea produselor de pe site. O c\u0103dere condi\u021bionat\u0103 a unei ma\u0219ini virtuale din cluster va duce la faptul c\u0103 traficul nu va mai merge c\u0103tre ea \u0219i va cre\u0219te \u00eenc\u0103rc\u0103tura pe celelalte servere. Compania nu va pierde bani.<\/p>\n

Prin urmare, pe l\u00e2ng\u0103 monitorizarea parametrilor tehnici ai sistemelor de operare de pe servere, trebuie s\u0103 configur\u0103m metricile de afaceri. Metrici care influen\u021beaz\u0103 direct banii. Diferite interac\u021biuni cu sisteme externe (CRM, ERP \u0219i altele). Num\u0103rul de comenzi \u00eentr-un anumit interval de timp. Autoriz\u0103rile clien\u021bilor, fie c\u0103 sunt reu\u0219ite sau nu, \u0219i alte metrici.<\/p>\n

Interac\u021biunea cu sisteme externe<\/h2>\n

\nOrice site sau aplica\u021bie mobil\u0103 cu o cifr\u0103 de afaceri anual\u0103 de peste un miliard de ruble interac\u021bioneaz\u0103 cu sisteme externe. \u00cencep\u00e2nd de la CRM \u0219i ERP men\u021bionate anterior \u0219i termin\u00e2nd cu transmiterea de date despre v\u00e2nz\u0103ri c\u0103tre un sistem extern de Big Data pentru analiza achizi\u021biilor \u0219i propunerea unui produs clientului pe care cu siguran\u021b\u0103 \u00eel va cump\u0103ra (de fapt, nu). Fiecare astfel de sistem are suportul s\u0103u. \u0218i, adesea, comunicarea cu aceste sisteme cauzeaz\u0103 durere. \u00cen special atunci c\u00e2nd problema este global\u0103 \u0219i trebuie s\u0103 o analiz\u0103m \u00een diferite sisteme.<\/p>\n

Unele sisteme ofer\u0103 telefonul sau Telegramul administratorilor lor. \u00cen alte p\u0103r\u021bi, trebuie s\u0103 scrii mesaje managerilor sau s\u0103 accesezi sistemele externe de urm\u0103rire a problemelor. Chiar \u0219i \u00een cadrul unei mari companii, diferitele sisteme func\u021bioneaz\u0103 adesea \u00een sisteme diferite de gestionare a cererilor. Uneori, devine imposibil s\u0103 urm\u0103re\u0219ti starea unei cereri. Prime\u0219ti o cerere \u00eentr-o anumit\u0103 Jira. Apoi, \u00een comentariul acelei prime Jira, pui un link c\u0103tre o sarcin\u0103 dintr-o alt\u0103 Jira. \u00cen cea de-a doua Jira, cineva deja scrie un comentariu c\u0103 trebuie s\u0103 sun\u0103m pe administratorul nostru, Andrei, pentru a rezolva problema.<\/b> \u0218i a\u0219a mai departe.<\/p>\n

O solu\u021bie optim\u0103 pentru aceast\u0103 problem\u0103 ar fi crearea unui spa\u021biu unic pentru comunicare, de exemplu, \u00een Slack. Invitarea tuturor participan\u021bilor la procesul de exploatare a sistemelor externe. De asemenea, un tracker unic, pentru a nu dubla cererile. Cererile trebuie s\u0103 fie urm\u0103rite \u00eentr-un singur loc, \u00eencep\u00e2nd de la notificarea monitoriz\u0103rii \u0219i p\u00e2n\u0103 la rezolvarea bug-urilor \u00een produc\u021bie. Vei spune c\u0103 asta este nerealizabil \u0219i c\u0103 a\u0219a s-a \u00eent\u00e2mplat istoric, c\u0103 lucr\u0103m \u00eentr-un tracker, iar ei \u00een altul. Au ap\u0103rut diferite sisteme, fiecare av\u00e2nd echipe IT autonome. Sunt de acord \u0219i, prin urmare, problema trebuie rezolvat\u0103 de sus, la nivel de CIO sau product owner.<\/p>\n

Fiecare sistem cu care interac\u021bionezi trebuie s\u0103 ofere suport ca un serviciu, cu un SLA clar pentru rezolvarea problemelor \u00een func\u021bie de priorit\u0103\u021bi. Nu atunci c\u00e2nd administratorul t\u0103u, Andrei, are un moment liber pentru tine.<\/p>\n

O persoan\u0103-\u021binut\u0103 \u00eentr-o sticl\u0103<\/h2>\n

\nExist\u0103 pe fiecare proiect (sau produs) o astfel de persoan\u0103, plecarea \u00een concediu a c\u0103rei provoac\u0103 crampe la \u0219ef? Poate fi un inginer devops, un analist sau un dezvoltator. Numai inginerul devops \u0219tie pe ce servere sunt instalate ce containere, cum s\u0103 reporneasc\u0103 un container \u00een cazul unei probleme, \u0219i, \u00een general, orice problem\u0103 complex\u0103 nu se rezolv\u0103 f\u0103r\u0103 el. Analistul este singurul care \u0219tie cum func\u021bioneaz\u0103 mecanismul vostru complex. Ce fluxuri de date merg unde. La ce parametrii de cerere c\u0103tre ce servicii, ce r\u0103spunsuri vom primi.
\nCine va \u00een\u021belege rapid de ce \u00een jurnale sunt erori \u0219i va fixa rapid un bug critic \u00een produc\u021bie? Desigur, acel dezvoltator. Exist\u0103 \u0219i al\u021bii, dar de ce doar el \u00een\u021belege cum sunt structurate diferitele module ale sistemului.<\/p>\n

R\u0103d\u0103cina acestei probleme este absen\u021ba documenta\u021biei.<\/b>. Dac\u0103 toate serviciile sistemului t\u0103u ar fi fost documentate, s-ar fi putut rezolva problema f\u0103r\u0103 un analist. Dac\u0103 devops ar fi dedicat c\u00e2teva zile din agenda sa aglomerat\u0103 pentru a documenta toate serverele, serviciile \u0219i instruc\u021biunile pentru solu\u021bionarea problemelor standard, atunci lipsa lui ar fi putut fi compensat\u0103. Nu este nevoie s\u0103 bei rapid berea pe plaj\u0103 \u00een vacan\u021b\u0103 \u0219i s\u0103 cau\u021bi wi-fi pentru a rezolva o problem\u0103.<\/p>\n

Competen\u021ba \u0219i responsabilitatea angaja\u021bilor de suport<\/h2>\n

\n\u00cen proiectele mari, companiile nu economisesc la salariile dezvoltatorilor. \u00cei recruteaz\u0103 pe cei costisitori, intermediari sau seniori din proiecte similare. Situa\u021bia cu suportul este un pic diferit\u0103. Aceste cheltuieli sunt reduse pe c\u00e2t posibil. Companiile angajeaz\u0103 foste persoane f\u0103r\u0103 experien\u021b\u0103 \u0219i se \u00eendreapt\u0103 \u00eencrez\u0103toare spre provocare. Aceast\u0103 strategie este viabil\u0103 atunci c\u00e2nd vine vorba de un site de prezentare pentru o fabric\u0103 din Zelenograd.<\/p>\n

Dac\u0103 este vorba despre un mare magazin online, fiecare or\u0103 de nefunc\u021bionare cost\u0103 mai mult dec\u00e2t salariul lunar al unui administrator f\u0103r\u0103 experien\u021b\u0103. S\u0103 lu\u0103m ca punct de plecare un volum de afaceri anual de 1 miliard de ruble. Acesta este volumul minim de afaceri pentru orice magazin online din clasamentul TOP-100 pentru 2018<\/a><\/noindex>. \u00cemp\u0103r\u021bim aceast\u0103 sum\u0103 la num\u0103rul de ore dintr-un an \u0219i ob\u021binem pierderi nete de peste 100 000 de ruble. Iar dac\u0103 nu lu\u0103m \u00een considerare orele de noapte, putem dubla suma.<\/p>\n

Dar banii nu sunt totul, nu-i a\u0219a?<\/b> (nu, desigur, banii sunt esen\u021biali) Exist\u0103 \u0219i pierderi reputa\u021bionale. O or\u0103 \u00een care un magazin online cunoscut nu func\u021bioneaz\u0103 poate provoca o avalan\u0219\u0103 de recenzii pe re\u021belele sociale, precum \u0219i articole \u00een mass-media de specialitate. Discu\u021biile dintre prieteni \u00een stilul \u201eNu cump\u0103ra nimic de acolo, site-ul lor nu func\u021bioneaz\u0103 constant\u201d nu pot fi cuantificate.<\/p>\n

Acum s\u0103 discut\u0103m despre responsabilitate. \u00cen experien\u021ba mea, a fost un caz \u00een care administratorul de serviciu nu a reac\u021bionat la timp la notificarea sistemului de monitorizare despre indisponibilitatea site-ului. \u00centr-o sear\u0103 pl\u0103cut\u0103 de vineri de var\u0103, site-ul unui cunoscut magazin online din Moscova nu func\u021biona. S\u00e2mb\u0103t\u0103 diminea\u021ba, product manager-ul acestui site nu a \u00een\u021beles de ce site-ul nu se deschide, iar \u00een chat-urile de suport \u0219i alerte urgente din Slack era lini\u0219te. Aceast\u0103 eroare ne-a costat o sum\u0103 cu \u0219ase cifre \u0219i a \u00eensemnat mult\u0103 munc\u0103 pentru acest administrator de serviciu.<\/p>\n

Responsabilitatea este o abilitate care este greu de dezvoltat. <\/b>Fie este la o persoan\u0103, fie nu. De aceea, \u00een timpul interviurilor, \u00eencerc s\u0103 identific prezen\u021ba sa prin diverse \u00eentreb\u0103ri care arat\u0103 indirect dac\u0103 omul este obi\u0219nuit s\u0103 \u00ee\u0219i asume responsabilitatea. Dac\u0103 o persoan\u0103 r\u0103spunde c\u0103 a ales institu\u021bia de \u00eenv\u0103\u021b\u0103m\u00e2nt superior pentru c\u0103 a\u0219a au spus p\u0103rin\u021bii sau schimb\u0103 locul de munc\u0103 pentru c\u0103 so\u021bia a spus c\u0103 c\u00e2\u0219tig\u0103 prea pu\u021bin, atunci cu astfel de oameni este mai bine s\u0103 nu te asociezi.<\/p>\n

Interac\u021biune cu echipa de dezvoltare<\/h2>\n

\nC\u00e2nd, \u00een produc\u021bie, utilizatorii \u00eent\u00e2mpin\u0103 probleme simple, suportul le rezolv\u0103 singur. \u00cencerc\u00e2nd s\u0103 reproduc\u0103 problema, analizeaz\u0103 logurile \u0219i a\u0219a mai departe. Dar ce se \u00eent\u00e2mpl\u0103 c\u00e2nd apare un bug \u00een produc\u021bie? \u00cen acest caz, suportul creeaz\u0103 o sarcin\u0103 pentru dezvoltatori \u0219i aici \u00eencepe partea cea mai interesant\u0103.<\/p>\n

Dezvoltatorii sunt mereu supra\u00eenc\u0103rca\u021bi.<\/b> Ei se ocup\u0103 cu crearea de noi func\u021bionalit\u0103\u021bi. Fixarea bug-urilor din produc\u021bie nu este, s\u0103 spunem, cea mai interesant\u0103 activitate. Termenele limit\u0103 pentru finalizarea unei noi sprint sunt presante. \u0218i apoi vin oamenii nepl\u0103cu\u021bi din suport \u0219i spun: \u201eUrgent, las\u0103 totul, avem probleme\u201d. Prioritatea acestor sarcini este minim\u0103. Mai ales c\u00e2nd problema nu este critic\u0103 \u0219i func\u021bionalitatea principal\u0103 a site-ului func\u021bioneaz\u0103, iar managerul de lansare nu alearg\u0103 panicat \u0219i nu scrie: \u201eInclude urgent aceast\u0103 sarcin\u0103 \u00een urm\u0103toarea lansare sau hotfix\u201d.<\/p>\n

Sarcinile cu prioritate normal\u0103 sau sc\u0103zut\u0103 trec dintr-o lansare \u00een alta. La \u00eentrebarea \u201eC\u00e2nd va fi finalizat\u0103 sarcina?\u201d vei primi r\u0103spunsuri de genul: \u201e\u00cemi pare r\u0103u, acum sunt multe sarcini, \u00eentreab\u0103-i pe liderii de echip\u0103 sau pe managerul de lansare\u201d.<\/p>\n

Problemele din produc\u021bie au o prioritate mai mare dec\u00e2t crearea de noi func\u021bionalit\u0103\u021bi. Recenziile negative nu vor \u00eent\u00e2rzia s\u0103 apar\u0103 dac\u0103 utilizatorii se confrunt\u0103 constant cu bug-uri. Este greu s\u0103 \u00ee\u021bi recuperezi reputa\u021bia deteriorat\u0103.<\/p>\n

\u00centreb\u0103rile legate de interac\u021biunea dintre dezvoltare \u0219i suport sunt rezolvate de DevOps.<\/b> Aceast\u0103 abreviere este adesea folosit\u0103 pentru a desemna o persoan\u0103 care ajut\u0103 la crearea de medii de testare pentru dezvoltare, construieste CICD pipelines \u0219i trimite rapid codul testat \u00een produc\u021bie. DevOps este o abordare a dezvolt\u0103rii software-ului \u00een care to\u021bi participan\u021bii la proces colaboreaz\u0103 str\u00e2ns \u0219i contribuie la crearea \u0219i actualizarea mai rapid\u0103 a produselor \u0219i serviciilor software. M\u0103 refer la anali\u0219ti, dezvoltatori, testeri \u0219i suport.<\/p>\n

Asisten\u021ba \u0219i dezvoltarea \u00een aceast\u0103 abordare nu sunt departamente diferite cu scopuri \u0219i sarcini proprii. Dezvoltarea este implicat\u0103 \u00een operare \u0219i invers. Faima frazei din echipele distribuite: \u201eProblema nu este de partea mea\u201d nu mai apare at\u00e2t de des \u00een conversa\u021bii, iar utilizatorii finali devin pu\u021bin mai ferici\u021bi.
\n
Sursa: habr.com<\/a><\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"

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