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Preface xxxix Acknowledgments xlvii About the Authors li
Part I: Game-Changing Strategies 1
Chapter 1: Climbing Out of the Hole 3
1.1 Organizing WIP 5
1.2 Eliminating Time Sinkholes 12
1.3 DevOps 16
1.4 DevOps Without Devs 16
1.5 Bottlenecks 18
1.6 Getting Started 20
1.7 Summary 21 Exercises 22
Chapter 2: The Small Batches Principle 23
2.1 The Carpenter Analogy 23
2.2 Fixing Hell Month 24
2.3 Improving Emergency Failovers 26
2.4 Launching Early and Often 29
2.5 Summary 34 Exercises 34
Chapter 3: Pets and Cattle 37
3.1 The Pets and Cattle Analogy 37
3.2 Scaling 39
3.3 Desktops as Cattle 40
3.4 Server Hardware as Cattle 41
3.5 Pets Store State 43
3.6 Isolating State 44
3.7 Generic Processes 47
3.8 Moving Variations to the End 51
3.9 Automation 53
3.10 Summary 53 Exercises 54
Chapter 4: Infrastructure as Code 55
4.1 Programmable Infrastructure 56
4.2 Tracking Changes 57
4.3 Benefits of Infrastructure as Code 59
4.4 Principles of Infrastructure as Code 62
4.5 Configuration Management Tools 63
4.6 Example Infrastructure as Code Systems 67
4.7 Bringing Infrastructure as Code to Your Organization 71
4.8 Infrastructure as Code for Enhanced Collaboration 72
4.9 Downsides to Infrastructure as Code 73
4.10 Automation Myths 74
4.11 Summary 75 Exercises 76
Part II: Workstation Fleet Management 77
Chapter 5: Workstation Architecture 79
5.1 Fungibility 80
5.2 Hardware 82
5.3 Operating System 82
5.4 Network Configuration 84
5.5 Accounts and Authorization 86
5.6 Data Storage 89
5.7 OS Updates 93
5.8 Security 94
5.9 Logging 97
5.10 Summary 98 Exercises 99
Chapter 6: Workstation Hardware Strategies 101
6.1 Physical Workstations 101
6.2 Virtual Desktop Infrastructure 105
6.3 Bring Your Own Device 110
6.4 Summary 113 Exercises 114
Chapter 7: Workstation Software Life Cycle 117
7.1 Life of a Machine 117
7.2 OS Installation 120
7.3 OS Configuration 120
7.4 Updating the System Software and Applications 123
7.5 Rolling Out Changes
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. Carefully 128
7.6 Disposal 130
7.7 Summary 134 Exercises 135
Chapter 8: OS Installation Strategies 137
8.1 Consistency Is More Important Than Perfection 138
8.2 Installation Strategies 142
8.3 Test-Driven Configuration Development 147
8.4 Automating in Steps 148
8.5 When Not to Automate 152
8.6 Vendor Support of OS Installation 152
8.7 Should You Trust the Vendor''s Installation? 154
8.8 Summary 154 Exercises 155
Chapter 9: Workstation Service Definition 157
9.1 Basic Service Definition 157
9.2 Refresh Cycles 161
9.3 Tiered Support Levels 165
9.4 Workstations as a Managed Service 168
9.5 Summary 170 Exercises 171
Chapter 10: Workstation Fleet Logistics 173
10.1 What Employees See 173
10.2 What Employees Don''t See 174
10.3 Configuration Management Database 183
10.4 Small-Scale Fleet Logistics 186
10.5 Summary 188 Exercises 188
Chapter 11: Workstation Standardization 191
11.1 Involving Customers Early 192
11.2 Releasing Early and Iterating 193
11.3 Having a Transition Interval (Overlap) 193
11.4 Ratcheting 194
11.5 Setting a Cut-Off Date 195
11.6 Adapting for Your Corporate Culture 195
11.7 Leveraging the Path of Least Resistance 196
11.8 Summary 198 Exercises 199
Chapter 12: Onboarding 201
12.1 Making a Good First Impression 201
12.2 IT Responsibilities 203
12.3 Five Keys to Successful Onboarding 203
12.4 Cadence Changes 212
12.5 Case Studies 212
12.6 Summary 216 Exercises 217
Part III: Servers 219
Chapter 13: Server Hardware Strategies 221
13.1 All Eggs in One Basket 222
13.2 Beautiful Snowflakes 224
13.3 Buy in Bulk, Allocate Fractions 228
13.4 Grid Computing 235
13.5 Blade Servers 237
13.6 Cloud-Based Compute Services 238
13.7 Server Appliances 241
13.8 Hybrid Strategies 242
13.9 Summary 243 Exercises 244
Chapter 14: Server Hardware Features 245
14.1 Workstations Versus Servers 246
14.2 Server Reliability 249
14.3 Remotely Managing Servers 254
14.4 Separate Administrative Networks 257
14.5 Maintenance Contracts and Spare Parts 258
14.6 Selecting Vendors with Server Experience 261
14.7 Summary 263 Exercises 263
Chapter 15: Server Hardware Specifications 265
15.1 Models and Product Lines 266
15.2 Server Hardware Details 266
15.3 Things to Leave Out 278
15.4 Summary 278 Exercises 279
Part IV: Services 281
Chapter 16: Service Requirements 283
16.1 Services Make the Environment 284
16.2 Starting with a Kick-Off Meeting 285
16.3 Gathering Written Requirements 286
16.4 Customer Requirements 288
16.5 Scope, Schedule, and Resources 291
16.6 Operational Requirements 292
16.7 Open Architecture 298
16.8 Summary 302 Exercises 303
Chapter 17: Service Planning and Engineering 305
17.1 General Engineering Basics 306
17.2 Simplicity 307
17.3 Vendor-Certified Designs 308
17.4 Dependency Engineering 309
17.5 Decoupling Hostname from Service Name 313
17.6 Support 315
17.7 Summary 319 Exercises 319
Chapter 18: Service Resiliency and Performance Patterns 321
18.1 Redundancy Design Patterns 322
18.2 Performance and Scaling 326
18.3 Summary 333 Exercises 334
Chapter 19: Service Launch: Fundamentals 335
19.1 Planning for Problems 335
19.2 The Six-Step Launch Process 336
19.3 Launch Readiness Review 345
19.4 Launch Calendar 348
19.5 Common Launch Problems 349
19.6 Summary 351 Exercises 351
Chapter 20: Service Launch: DevOps 353
20.1 Continuous Integration and Deployment 354
20.2 Minimum Viable Product 357
20.3 Rapid Release with Packaged Software 359
20.4 Cloning the Production Environment 362
20.5 Example: DNS/DHCP Infrastructure Software 363
20.6 Launch with Data Migration 366
20.7 Controlling Self-Updating Software 369
20.8 Summary 370 Exercises 371
Chapter 21: Service Conversions 373
21.1 Minimizing Intrusiveness 374
21.2 Layers Versus Pillars 376
21.3 Vendor Support 377
21.4 Communication 378
21.5 Training 379
21.6 Gradual Roll-Outs 379
21.7 Flash-Cuts: Doing It All at Once 380
21.8 Backout Plan 383
21.9 Summary 385 Exercises 385
Chapter 22: Disaster Recovery and Data Integrity 387
22.1 Risk Analysis 388
22.2 Legal Obligations 389
22.3 Damage Limitation 390
22.4 Preparation 391
22.5 Data Integrity 392
22.6 Redundant Sites 393
22.7 Security Disasters 394
22.8 Media Relations 394
22.9 Summary 395 Exercises 395
Part V: Infrastructure 397
Chapter 23: Network Architecture 399
23.1 Physical Versus Logical 399
23.2 The OSI Model 400
23.3 Wired Office Networks 402
23.4 Wireless Office Networks 406
23.5 Datacenter Networks 408
23.6 WAN Strategies 413
23.7 Routing 419
23.8 Internet Access 420
23.9 Corporate Standards 422
23.10 Software-Defined Networks 425
23.11 IPv6 426
23.12 Summary 428 Exercises 429
Chapter 24: Network Operations 431
24.1 Monitoring 431
24.2 Management 432
24.3 Documentation 437
24.4 Support 440
24.5 Summary 446 Exercises 447
Chapter 25: Datacenters Overview 449
25.1 Build, Rent, or Outsource 450
25.2 Requirements 452
25.3 Summary 456 Exercises 457
Chapter 26: Running a Datacenter 459
26.1 Capacity Management 459
26.2 Life-Cycle Management 465
26.3 Patch Cables 468
26.4 Labeling 471
26.5 Console Access 475
26.6 Workbench 476
26.7 Tools and Supplies 477
26.8 Summary 480 Exercises 481
Part VI: Helpdesks and Support 483
Chapter 27: Customer Support 485
27.1 Having a Helpdesk 485
27.2 Offering a Friendly Face 488
27.3 Reflecting Corporate Culture 488
27.4 Having Enough Staff 488
27.5 Defining Scope of Support 490
27.6 Specifying How to Get Help 493
27.7 Defining Processes for Staff 493
27.8 Establishing an Escalation Process 494
27.9 Defining "Emergency" in Writing 495
27.10 Supplying Request-Tracking Software 496
27.11 Statistical Improvements 498
27.12 After-Hours and 24/7 Coverage 499
27.13 Better Advertising for the Helpdesk 500
27.14 Different Helpdesks for Different Needs 501
27.15 Summary 502 Exercises 503
Chapter 28: Handling an Incident Report 505
28.1 Process Overview 506
28.2 Phase A--Step
1: The Greeting 508
28.3 Phase B: Problem Identification 509
28.4 Phase C: Planning and Execution 515
28.5 Phase D: Verification 518
28.6 Perils of Skipping a Step 519
28.7 Optimizing Customer Care 521
28.8 Summary 525 Exercises 527
Chapter 29: Debugging 529
29.1 Understanding the Customer''s Problem 529
29.2 Fixing the Cause, Not t