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class="Qwf2Db-MnozTc Qwf2Db-MnozTc-OWXEXe-MnozTc-qWD73c nRhiJb-BFbNVe-r8s4j-bMElCd dIsJJe" track-name="devops &amp; sre"track-type="tag">DevOps &amp; SRE</div><div class="nRhiJb-ObfsIf"><div class="nRhiJb-kR0ZEf-OWXEXe-GV1x9e-R6PoUb"></div><div class="nRhiJb-kR0ZEf-OWXEXe-GV1x9e-EehZO nRhiJb-fmcmS-oXtfBe"><h1 class="Qwf2Db-MnozTc Qwf2Db-MnozTc-OWXEXe-MnozTc-ibL1re"><div class="Qwf2Db-MnozTc Qwf2Db-MnozTc-OWXEXe-MnozTc-ibL1re"><span class="FewWi"></span>How Lowe’s meets customer demand with Google SRE practices</div></h1></div></div><div class="nRhiJb-fmcmS-oXtfBe dEogG">June 7, 2021</div></div></section><div class="EKklye"><div class="nRhiJb-DARUcf ZWw7T"><div class="npzWPc"><div class="dzoHJ"><div class="nRhiJb-DX2B6 nRhiJb-DX2B6-OWXEXe-h30Snd"><div class="nRhiJb-j5y3u"><ul class="nRhiJb-Qijihe phRaUe" role="list"><li class="hpHPGf"><a class="nRhiJb-ARYxNe" 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Ops, Lowe’s Companies, Inc.</p></div><div class="nRhiJb-kR0ZEf-OWXEXe-GV1x9e-II5mzb kWSSdd"><h5 class="cHE8Ub Qwf2Db-MnozTc Qwf2Db-MnozTc-OWXEXe-MnozTc-qWD73c">Rahul Mohan Kola Kandy</h5><p class="nRhiJb-qJTHM khCp7b">Sr. Manager, Digital SRE, Lowe’s Companies, Inc.</p></div></section></div></section><div class="nRhiJb-DARUcf"><div class="nRhiJb-ObfsIf nRhiJb-DbgRPb-wNfPc-ma6Yeb nRhiJb-DbgRPb-qWD73c-cGMI2b"><div class="nRhiJb-kR0ZEf-OWXEXe-GV1x9e-ibL1re dzoHJ"></div><div class="OYL9D nRhiJb-kR0ZEf-OWXEXe-GV1x9e-OiUrBf" jsname="tx2NYc"><section class="Wy08Ac nRhiJb-qJTHM-OWXEXe-hJDwNd nRhiJb-DbgRPb-II5mzb-cGMI2b"><div jsaction="rcuQ6b:npT2md" jscontroller="M0Q3Qb" data-is-cws-richtext="true" class=" "><p><i><b>Editor’s note:</b> Today we hear from the Lowe’s SRE team. They share about how they have been able to increase the number of releases they can support by adopting Google’s <a href="https://sre.google/" target="_blank">Site Reliability Engineering</a> (SRE) framework and leveraging their partnership with Google Cloud. </i></p><hr><p>At Lowe’s, we’ve made significant progress in our multiyear technology transformation. To modernize our systems and build new capabilities for our customers and associates, we leverage Google’s SRE framework and Google Cloud, which helps us meet their needs faster and more effectively. With these efforts, we’ve been able to go from one release every two weeks to 20+ releases daily—a 300x increase. </p><p>Our SRE transformation didn’t happen overnight, though. Every step along the way brought some challenges. But looking back, we are excited to see how much we have accomplished for our customers as a result. </p><p>Back in 2018, before adopting SRE practices, we were more reactive than proactive, following an “eyes on glass” approach. On-call structures and incident management efficiency were not at optimal levels with too many repetitive and manual tasks, resulting in operational toil. Production concerns were not surfaced into the product roadmap, which resulted in delays in making fixes.</p><h3>Bootstrapping SRE at Lowe’s</h3><p>As we moved from on-prem to <a href="https://cloud.google.com/">Google Cloud</a>, we decided to move from a monolithic- to microservices-based architecture. And to better manage this new architecture, we embarked on an SRE journey. </p><p>Then as COVID-19 hit, we really had to accelerate this journey as customers increasingly moved to online ordering and delivery to meet their Total Home Improvement needs. To do so, we followed four key principles that allowed us to meet changing customer needs quickly and release fast and reliably.</p><ol><li><p><b>Automate away toil <br></b>As we moved from traditional Ops to an SRE ecosystem, our biggest opportunity was <a href="https://sre.google/sre-book/eliminating-toil/" target="_blank">reducing toil</a>, so that engineers can spend time on activities that drive business impact and customer outcomes. We think of toil as work that is manual, repetitive,  tactical, devoid of enduring value—but automatable. So, to tackle toil, we focused on automating away the need for manual intervention. As an example, we made sure engineers were not the first point of contact for any alert. Any triage or resolution that an engineer can perform, a machine can be trained to do the same. We used supervised and unsupervised learning techniques to automate our toil. With a long-term goal of “no toil,” our SREs work on identifying and reducing toil to a manageable level across the organization.</p></li><li><p><b>Engineer alignment through roadmaps<br></b>Our goal is to maximize the engineering velocity of developer teams while keeping products reliable. We want an engagement model where product, SRE and development teams are closely aligned. A key way we’ve been able to create this alignment is by having our SREs embedded into domain and product teams. Each domain has an SRE, who is  involved at the beginning stages of product development to ensure that the domain stakeholders are in alignment with the SRE initiatives. As such, SREs are able to improve the reliability, performance, scalability and launch velocity of the services throughout all phases of the service lifecycle. </p></li><li><p><b>Adopt one-touch releases<br></b>Our path to production used to contain many manual steps and validations, slowing the rate at which we released features. Additionally, we used to bulk all our releases together to deploy at once, which increased the risk of failure and created a longer feedback loop from production. To tackle this with an SRE mindset, we created a one-touch release process in which SREs review the product team’s pull requests. When approved, this triggers a DevSecOps pipeline that deploys the approved changes to production securely. This process created a safe, reliable and sustainable continuous delivery pipeline with quick feedback loops. Striking the right balance between speed, innovation and stability, we were able to increase our releases exponentially for the year, taking less than 30 minutes per release to deliver quality code, including various automated quality checks and processes, all in just one click. </p></li><li><p><b>Embrace capacity planning<br></b>To ensure our services have enough spare capacity to handle any surge in traffic patterns, our SREs emphasize capacity planning, making recommended capacity changes in the continuous delivery (CD) pipeline. They constantly <a href="https://cloud.google.com/monitoring">monitor performance</a> to make sure the service is robust, stable and available. And when there’s a sudden surge beyond the forecasted volume, SREs change the capacity on demand and document changes for the performance and domain teams. </p></li></ol><p>Capacity planning is especially important for us during peak holiday times such as Black Friday and Cyber Monday (BFCM). We lay out our SRE stability plan three months in advance and surface into the domain team’s product roadmap. This way development teams are able to allocate sufficient engineering time to reliability. We do performance testing to ensure the environment is able to sustain increased load over long periods of time and also handle sudden surges in traffic. We also do region failover testing at a global scale to validate the automatic failover duration of service level agreements  (SLAs), SRE and domain readiness. Additionally, we conduct Black Friday and Cyber Monday-specific destructive testing to validate customer experience, reliability and more.</p><p>Google Cloud’s Black Friday and Cyber Monday <a href="https://cloud.google.com/solutions/retail">white-glove service</a> played a key role in ensuring our success in both BFCM 2019 and BFCM 2020. This service included on-site visits from Google’s Customer Reliability Engineering (CRE) team who reviewed Lowe’s web architecture, capacity planning, operations practices for event risks, and presented workshops on topics such as incident response best practices. </p><h3>Looking ahead</h3><p>There is always room for improvement, and at Lowe’s we aim to continuously improve our SRE practices. One thing that has worked well for us, which we plan to continue, has been our road shows, where senior SRE leads present to other SREs and application domain teams on the latest SRE principles and best practices, and to get input in real-time from them. </p><p><a href="https://cloud.google.com/products/operations">Google’s tools</a> and methodology have played an instrumental role in helping reshape our SRE practices and better serve our customers. We look forward to building on the momentum and partnership as we continue our SRE journey at Lowe’s. </p><p><i>If you want to learn more about how to adopt SRE best practices on Google Cloud, <a href="https://cloud.google.com/stackdriver/docs/solutions/slo-monitoring">check out our documentation</a>. If you want to learn more about Google SRE, <a href="https://sre.google/" target="_blank">visit our website</a>. Stay tuned for the next blogs with Lowe’s discussing how they trained their engineering talent to adopt SRE practices and tooling, and how they improved MTTR using SRE principles.</i></p></div></section><section class="nRhiJb-kR0ZEf-OWXEXe-GV1x9e-uQSCkd nRhiJb-DbgRPb-II5mzb-cGMI2b"><div class="u2M0Kb"><a href="https://cloud.google.com/blog/products/devops-sre/four-steps-to-jumpstarting-your-sre-practice" class="w7DBpd" track-name="four steps to jumpstarting your sre practice"track-type="articlefeedblock"track-metadata-eventdetail="cloud.google.com/blog/products/devops-sre/four-steps-to-jumpstarting-your-sre-practice"><div class="odmDff "><div class="exDIId"><div class="Qwf2Db-MnozTc Qwf2Db-MnozTc-OWXEXe-MnozTc-qWD73c nRhiJb-BFbNVe-r8s4j-bMElCd EQ9W8e nRhiJb-fmcmS-oXtfBe" track-name="devops &amp; sre"track-type="tag">DevOps &amp; SRE</div><h5 class="Qwf2Db-MnozTc qPW6X nRhiJb-DbgRPb-R6PoUb-ma6Yeb Qwf2Db-MnozTc-OWXEXe-MnozTc-II5mzb">Four steps to jumpstarting your SRE practice</h5><p 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track-metadata-position="body"track-metadata-eventdetail="cloud.google.com/blog/products/it-ops"track-metadata-module="tag list"track-metadata-module_headline="posted in">Cloud Operations</a></li><li class="I4B51b"><a href="https://cloud.google.com/blog/products/gcp" track-metadata-position="body"track-metadata-eventdetail="cloud.google.com/blog/products/gcp"track-metadata-module="tag list"track-metadata-module_headline="posted in">Google Cloud</a></li><li class="I4B51b"><a href="https://cloud.google.com/blog/topics/customers" track-metadata-position="body"track-metadata-eventdetail="cloud.google.com/blog/topics/customers"track-metadata-module="tag list"track-metadata-module_headline="posted in">Customers</a></li><li class="I4B51b"><a href="https://cloud.google.com/blog/topics/retail" track-metadata-position="body"track-metadata-eventdetail="cloud.google.com/blog/topics/retail"track-metadata-module="tag list"track-metadata-module_headline="posted 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to help developer and operations teams keep up with ecommerce demand.",[1623106800],"https://storage.googleapis.com/gweb-cloudblog-publish/images/12_-_DevOps__SRE_qBRZDbA.max-2600x2600.jpg","https://cloud.google.com/blog/products/devops-sre/how-lowes-leverages-google-sre-practices",[1623106809,925671000],"blog.articlepage",null,"/api/w_v2/pages/44283/","how-lowes-leverages-google-sre-practices",44283],[["Vivek Balivada","Director, Digital SRE \u0026 Ops, Lowe’s Companies, Inc."],["Rahul Mohan Kola Kandy","Sr. Manager, Digital SRE, Lowe’s Companies, Inc."]],[null,"\u003cscript type\u003d\"application/ld+json\"\u003e{\"@context\":\"https://schema.org\",\"@type\":\"BlogPosting\",\"@id\":\"https://cloud.google.com/blog/products/devops-sre/how-lowes-leverages-google-sre-practices\",\"headline\":\"How Lowe’s leverages Google SRE practices\",\"description\":\"Lowe’s has adopted Google SRE practices to help developer and operations teams keep up with ecommerce demand.\",\"image\":\"https://storage.googleapis.com/gweb-cloudblog-publish/images/12_-_DevOps__SRE_qBRZDbA.max-2600x2600.jpg\",\"author\":[{\"@type\":\"Person\",\"name\":\"Vivek Balivada\",\"url\":\"\"},{\"@type\":\"Person\",\"name\":\"Rahul Mohan Kola Kandy\",\"url\":\"\"}],\"datePublished\":\"2021-06-07\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Google Cloud\",\"logo\":{\"@type\":\"ImageObject\",\"url\":\"https://www.gstatic.com/cgc/google-cloud-logo.svg\"}},\"url\":\"https://cloud.google.com/blog/products/devops-sre/how-lowes-leverages-google-sre-practices\",\"keywords\":[\"DevOps \\u0026 SRE\",\"Cloud Operations\",\"Google Cloud\",\"Customers\",\"Retail\"],\"timeRequired\":\"PT5M\"}\u003c/script\u003e"],["How Lowe’s meets customer demand with Google SRE practices"],null,null,[[null,null,[null,[null,"\u003cp\u003e\u003ci\u003e\u003cb\u003eEditor’s note:\u003c/b\u003e Today we hear from the Lowe’s SRE team. They share about how they have been able to increase the number of releases they can support by adopting Google’s \u003ca href\u003d\"https://sre.google/\" target\u003d\"_blank\"\u003eSite Reliability Engineering\u003c/a\u003e (SRE) framework and leveraging their partnership with Google Cloud. \u003c/i\u003e\u003c/p\u003e\u003chr\u003e\u003cp\u003eAt Lowe’s, we’ve made significant progress in our multiyear technology transformation. To modernize our systems and build new capabilities for our customers and associates, we leverage Google’s SRE framework and Google Cloud, which helps us meet their needs faster and more effectively. With these efforts, we’ve been able to go from one release every two weeks to 20+ releases daily—a 300x increase. \u003c/p\u003e\u003cp\u003eOur SRE transformation didn’t happen overnight, though. Every step along the way brought some challenges. But looking back, we are excited to see how much we have accomplished for our customers as a result. \u003c/p\u003e\u003cp\u003eBack in 2018, before adopting SRE practices, we were more reactive than proactive, following an “eyes on glass” approach. On-call structures and incident management efficiency were not at optimal levels with too many repetitive and manual tasks, resulting in operational toil. Production concerns were not surfaced into the product roadmap, which resulted in delays in making fixes.\u003c/p\u003e\u003ch3\u003eBootstrapping SRE at Lowe’s\u003c/h3\u003e\u003cp\u003eAs we moved from on-prem to \u003ca href\u003d\"https://cloud.google.com/\"\u003eGoogle Cloud\u003c/a\u003e, we decided to move from a monolithic- to microservices-based architecture. And to better manage this new architecture, we embarked on an SRE journey. \u003c/p\u003e\u003cp\u003eThen as COVID-19 hit, we really had to accelerate this journey as customers increasingly moved to online ordering and delivery to meet their Total Home Improvement needs. To do so, we followed four key principles that allowed us to meet changing customer needs quickly and release fast and reliably.\u003c/p\u003e\u003col\u003e\u003cli\u003e\u003cp\u003e\u003cb\u003eAutomate away toil \u003cbr\u003e\u003c/b\u003eAs we moved from traditional Ops to an SRE ecosystem, our biggest opportunity was \u003ca href\u003d\"https://sre.google/sre-book/eliminating-toil/\" target\u003d\"_blank\"\u003ereducing toil\u003c/a\u003e, so that engineers can spend time on activities that drive business impact and customer outcomes. We think of toil as work that is manual, repetitive,  tactical, devoid of enduring value—but automatable. So, to tackle toil, we focused on automating away the need for manual intervention. As an example, we made sure engineers were not the first point of contact for any alert. Any triage or resolution that an engineer can perform, a machine can be trained to do the same. We used supervised and unsupervised learning techniques to automate our toil. With a long-term goal of “no toil,” our SREs work on identifying and reducing toil to a manageable level across the organization.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp\u003e\u003cb\u003eEngineer alignment through roadmaps\u003cbr\u003e\u003c/b\u003eOur goal is to maximize the engineering velocity of developer teams while keeping products reliable. We want an engagement model where product, SRE and development teams are closely aligned. A key way we’ve been able to create this alignment is by having our SREs embedded into domain and product teams. Each domain has an SRE, who is  involved at the beginning stages of product development to ensure that the domain stakeholders are in alignment with the SRE initiatives. As such, SREs are able to improve the reliability, performance, scalability and launch velocity of the services throughout all phases of the service lifecycle. \u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp\u003e\u003cb\u003eAdopt one-touch releases\u003cbr\u003e\u003c/b\u003eOur path to production used to contain many manual steps and validations, slowing the rate at which we released features. Additionally, we used to bulk all our releases together to deploy at once, which increased the risk of failure and created a longer feedback loop from production. To tackle this with an SRE mindset, we created a one-touch release process in which SREs review the product team’s pull requests. When approved, this triggers a DevSecOps pipeline that deploys the approved changes to production securely. This process created a safe, reliable and sustainable continuous delivery pipeline with quick feedback loops. Striking the right balance between speed, innovation and stability, we were able to increase our releases exponentially for the year, taking less than 30 minutes per release to deliver quality code, including various automated quality checks and processes, all in just one click. \u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp\u003e\u003cb\u003eEmbrace capacity planning\u003cbr\u003e\u003c/b\u003eTo ensure our services have enough spare capacity to handle any surge in traffic patterns, our SREs emphasize capacity planning, making recommended capacity changes in the continuous delivery (CD) pipeline. They constantly \u003ca href\u003d\"https://cloud.google.com/monitoring\"\u003emonitor performance\u003c/a\u003e to make sure the service is robust, stable and available. And when there’s a sudden surge beyond the forecasted volume, SREs change the capacity on demand and document changes for the performance and domain teams. \u003c/p\u003e\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eCapacity planning is especially important for us during peak holiday times such as Black Friday and Cyber Monday (BFCM). We lay out our SRE stability plan three months in advance and surface into the domain team’s product roadmap. This way development teams are able to allocate sufficient engineering time to reliability. We do performance testing to ensure the environment is able to sustain increased load over long periods of time and also handle sudden surges in traffic. We also do region failover testing at a global scale to validate the automatic failover duration of service level agreements  (SLAs), SRE and domain readiness. Additionally, we conduct Black Friday and Cyber Monday-specific destructive testing to validate customer experience, reliability and more.\u003c/p\u003e\u003cp\u003eGoogle Cloud’s Black Friday and Cyber Monday \u003ca href\u003d\"https://cloud.google.com/solutions/retail\"\u003ewhite-glove service\u003c/a\u003e played a key role in ensuring our success in both BFCM 2019 and BFCM 2020. This service included on-site visits from Google’s Customer Reliability Engineering (CRE) team who reviewed Lowe’s web architecture, capacity planning, operations practices for event risks, and presented workshops on topics such as incident response best practices. \u003c/p\u003e\u003ch3\u003eLooking ahead\u003c/h3\u003e\u003cp\u003eThere is always room for improvement, and at Lowe’s we aim to continuously improve our SRE practices. One thing that has worked well for us, which we plan to continue, has been our road shows, where senior SRE leads present to other SREs and application domain teams on the latest SRE principles and best practices, and to get input in real-time from them. \u003c/p\u003e\u003cp\u003e\u003ca href\u003d\"https://cloud.google.com/products/operations\"\u003eGoogle’s tools\u003c/a\u003e and methodology have played an instrumental role in helping reshape our SRE practices and better serve our customers. We look forward to building on the momentum and partnership as we continue our SRE journey at Lowe’s. \u003c/p\u003e\u003cp\u003e\u003ci\u003eIf you want to learn more about how to adopt SRE best practices on Google Cloud, \u003ca href\u003d\"https://cloud.google.com/stackdriver/docs/solutions/slo-monitoring\"\u003echeck out our documentation\u003c/a\u003e. If you want to learn more about Google SRE, \u003ca href\u003d\"https://sre.google/\" target\u003d\"_blank\"\u003evisit our website\u003c/a\u003e. Stay tuned for the next blogs with Lowe’s discussing how they trained their engineering talent to adopt SRE practices and tooling, and how they improved MTTR using SRE principles.\u003c/i\u003e\u003c/p\u003e"]]],[null,null,null,null,null,null,null,[["DevOps \u0026 SRE","Four steps to jumpstarting your SRE practice","Once you have leadership buy-in, there are some things you can do to get the SRE ball rolling, fast.",["https://storage.googleapis.com/gweb-cloudblog-publish/images/12_-_DevOps__SRE_qBRZDbA.max-900x900.jpg","https://storage.googleapis.com/gweb-cloudblog-publish/images/12_-_DevOps__SRE_qBRZDbA.max-500x500.jpg 410w, https://storage.googleapis.com/gweb-cloudblog-publish/images/12_-_DevOps__SRE_qBRZDbA.max-900x900.jpg 820w"," 410px, 820px","https://storage.googleapis.com/gweb-cloudblog-publish/images/12_-_DevOps__SRE_qBRZDbA.max-900x900.jpg"],null,7,null,"https://cloud.google.com/blog/products/devops-sre/four-steps-to-jumpstarting-your-sre-practice",null,1,[["Ayelet 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