# SRE: It’s People All the Way Down - **期号**: SRE Weekly Issue #23（2016-05-15） - **作者**: Full disclosure: Heroku, my employer, is mentioned. - **链接**: https://www.usenix.org/conference/srecon16/program/presentation/neva ## 简介 Here’s the talk on Heroku’s SRE model that fellow SRE Courtney Eckhardt and I gave at SRECon16 in April. Heroku uses a “Total Ownership” model for service operations, meaning that individual development teams are responsible for running and maintaining the services that they deploy. This in turn allows SRE to broaden our scope of responsibility to cover a wide range of factors that might impact reliability. ## 正文 ## sponsors ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/datadog_150x60.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/linkedin_150x60.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/signalfx_white_bg_150x60.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/google_2016_150x60.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/facebook_2016_150x60_1.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/bloomberg_150x60.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/uber_text_150x60.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/pagerduty_logo_150x60.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/dropbox_300x120.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/baidu_150x60.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/spotify_150x60.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/victorops_150x60.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/moogsoft_150x60.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/mailchimp_150x60.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/opsclarity_150x60.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/twitter_150x60.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/bigpanda_150x60.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/microsoft_150x60.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/foxpass_150x60.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/netflix_150x60.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/crc_press_150x60.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/linux_pro_150x60.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/acmqueue_600x240_1.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/userfriendly_150x60.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/lxer_150x60.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/raspberry_pi_geek_150x60.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/nostarch_600x240_0.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/admin_150x60.png) ![](https://www.usenix.org/sites/default/files/styles/sponsor_slideshow_front/public/sponsor_images/dmtf_600x240.png) ## general information **Early Bird Registration Deadline: March 16, 2016** SREcon16 is SOLD OUT. No walkup registrations will be accepted. **Venue:** Hyatt Regency Santa Clara 5101 Great America Pkwy Santa Clara, CA 95054 **Rooms at the Hyatt Regency Santa Clara are sold out.** **Rooms available at:** Biltmore Hotel & Suites 2151 Laurelwood Road Santa Clara, CA 95054 [Book your room](https://bookings.ihotelier.com/Biltmore-Hotel-and-Suites/bookings.jsp?hotelID=13370&groupID=1605111) for $225 single or double plus tax or call (800) 255-9925 or (408) 988-8411 and reference USENIX Association or Billing ID #32992. Room rate includes WiFi and complimentary shuttle to the Hyatt Regency Santa Clara. **Questions?** About [SREcon](https://www.usenix.org/cdn-cgi/l/email-protection#24575641474b4a1512474c454d5657645157414a4d5c0a4b5643)? About the [Call for Participation](https://www.usenix.org/conference/srecon16/call-for-participation)? About the [Hotel/Registration](https://www.usenix.org/cdn-cgi/l/email-protection#a5c6cacbc3c0d7c0cbc6c0e5d0d6c0cbccdd8bcad7c2)? About [Sponsorship](https://www.usenix.org/cdn-cgi/l/email-protection#4d3e3d22233e223f3e25243d0d383e2823243563223f2a)? ## help promote ![SREcon16 button](https://www.usenix.org/sites/default/files/conference-files/srecon16_button_180.png) ### Keynote Speakers ![Rachel Kroll](/sites/default/files/kroll_rachel_150x73.png) Rachel Kroll, *Facebook* Thursday Keynote Address ![Charity Majors](https://www.usenix.org/sites/default/files/majors_charity_150x72.png) Charity Majors, *Hound* Thursday Closing Address ![Kripa Krishnan](https://www.usenix.org/sites/default/files/krishnan_kripa_150x73.png) Kripa Krishnan, *Google* Friday Keynote Address ![Brendan Gregg](https://www.usenix.org/sites/default/files/gregg_brendan_150x72.png) Brendan Gregg, *Netflix* Friday Closing Address ## USENIX Conference Policies # SRE: It’s People All the Way Down Lex Neva and Courtney Eckhardt, *Heroku* Is your root cause really “human error”? How did your environment let the human make the error? How did their error take down the service? How many outages did humans prevent? Can your dev teams’ priorities be aligned with reliability, instead of only with churning out features? At Heroku, we do ops as a service -- reliability is our product. If we go down, we take thousands of businesses with us. In SRE, we push for reliability and resiliency in designs, sure, but it’s more than that. We iterate on process, automation, tooling, and incident response, because people are at the heart of everything we do. *Lex Neva is probably not a super-villain. He has 6 years of experience keeping large services running, including Linden Lab's Second Life, DeviantArt.com, and his current position as a Heroku SRE. While originally trained in computer science, he’s found that he most enjoys applying his software engineering skills to operations. A veteran of many large incidents, he has strong opinions on incident response, on-call sustainability, and reliable infrastructure design, and he currently runs [SRE Weekly](http://www.sreweekly.com).* *Courtney comes from a background in customer support and internet anti-abuse policy. She combines this human-focused experience with the principle of Conway’s Law and the work of Kathy Sierra and Don Norman into a wide-reaching and humane concept of operational reliability.* ## Open Access Media USENIX is committed to Open Access to the research presented at our events. Papers and proceedings are freely available to everyone once the event begins. Any video, audio, and/or slides that are posted after the event are also free and open to everyone. [Support USENIX](https://www.usenix.org/annual-fund) and our commitment to Open Access. ![](https://www.usenix.org/modules/custom/usenix_files/images/usenix-locked.png) author = {Lex Neva and Courtney Eckhardt}, title = {{SRE}: {It{\textquoteright}s} People All the Way Down}, year = {2016}, address = {Santa Clara, CA}, publisher = {USENIX Association}, month = apr }