Google Cloud Partnership Helps Lowe’s SRE Team Achieve 20X More Releases Per Month
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Editor’s note: 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 Site Reliability Engineering (SRE) framework and leveraging their partnership with Google Cloud.
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—about 20X more releases per month.
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.
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.
Bootstrapping SRE at Lowe’s
As we moved from on-prem to Google Cloud, we decided to move from a monolithic- to microservices-based architecture. And to better manage this new architecture, we embarked on an SRE journey.
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.
- Automate away toil
As we moved from traditional Ops to an SRE ecosystem, our biggest opportunity was reducing toil, 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. - Engineer alignment through roadmaps
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. - Adopt one-touch releases
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. - Embrace capacity planning
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 monitor performance 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.
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.
Google Cloud’s Black Friday and Cyber Monday white-glove service 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.
Looking ahead
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.
Google’s tools 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.
If you want to learn more about how to adopt SRE best practices on Google Cloud, check out our documentation. If you want to learn more about Google SRE, visit our website. 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.
Iroquois Healthcare Association Leverages Chrome OS to Keep Staff, Patients and Families Remotely Connected
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Editor’s note: Today’s post is by Eileen Murphy, Senior Director of Special Projects, and Andrew Nault, Director of Business Development, both from Iroquois Healthcare Association Workforce Investment Organization (IHA WIO). The health association represents 44 hospitals in 32 counties in New York State, providing advocacy, cost-saving initiatives, and business solutions. IHA WIO has provided its participating long-term care organizations with more than 5,000 Chromebooks to support 80 organizations in several ways, including training staff, connecting nursing home residents to their families, and helping administrative staff work safely from home.
Since early 2020, clinicians and staff at IHA WIO participant organizations have had to adapt to constant change—everything from implementing pandemic safety protocols to helping nursing-home residents stay in touch with families. We’re proud of the wonderful work they’ve done and continue to do.
During the pandemic, our use of Chrome OS and Chrome devices was expanded and changed to meet the needs of organizations dealing with an unprecedented event. Chrome devices were used to not only train staff but to enable remote work, as well as to connect residents to their friends and families during long periods of isolation. In the morning, a Chromebook could be in a managed guest session mode, helping a grandmother virtually attend her grandkids’ birthday party; at lunch, a nursing assistant could log in to her latest continuing education classes on that same Chromebook.
That evening, the Chrome OS devices could be found at check-in desks, helping visitors fill out a COVID-19 survey. All it took to change a device’s purpose were a few clicks in the Google Admin console, all of which could be done remotely.
Chrome OS for training
Most of our 5,000 Chrome OS devices came from a New York State grant to provide continued education training for long-term care organizations and its employees. We wanted to offer online classes, which meant we’d have to give people the technology to access that training. Our partner, CDW, recommended Chrome OS for us because it’s an operating system built for the cloud. In addition, devices running Chrome OS are easy to use, easily shared, and cost-effective.
Best of all, Chromebook Enterprise came with all the enterprise capabilities of Chrome OS unlocked. This allowed us to use the Google Admin console to manage our entire Chromebook Enterprise fleet remotely. We were able to set up one high-level organizational unit across IHA, with almost 80 organizational units for facilities and groups.
To support training, Lenovo helped us create a five-minute video that we added to our HealthStream learning platform so staff could learn the basics of using Chromebooks. This video was created because we didn’t realize there were people who have never touched a laptop before. The video and Chrome OS ease of use made it possible to get the folks who needed the most help up to speed quickly.
Chrome OS for connecting residents to loved ones
Once the pandemic began and people could no longer visit nursing home residents, the staff for one of our facilities asked about using a training Chromebook for video calls between residents and families. We loved this idea as it was still in line with our mission: to enable the workforce to provide higher-quality care.
With the Admin console, the process was easy. We changed the managed guest session to auto load, and changed what is populated on startup. With help from healthcare staff, residents were able to choose from several video apps including Google Meet, Zoom, and Facebook.
Chrome OS for remote workers
When office and administrative staff had to work remotely, Chromebooks again came to the rescue. Since staff could access all their work applications via Citrix—like Outlook, office phone systems, and other public documents—we placed the remote-work laptops in managed guest session mode and loaded the Citrix app at startup. All the employees had to do was connect to Wi-Fi and log into Citrix, and they were ready to work.
With our training program still running and virtual remote ability on the rise, we realized we would need more Chromebooks. CDW informed us that Chrome OS device supply was running low, but they located 1,000 Chromebooks for us and sent them to our home office in Clifton Park, New York.
Normally, the job of configuring and shipping 1,000 laptops would strike fear into the hearts of the IT team. Not this time: With zero-touch enrollment, all of the Chromebooks were enrolled in our high-level organizational unit before the boxes arrived at our Clifton Park office. We created a list of Chromebook serial numbers for each IHA location getting a shipment, then packed up the boxes. We never had to open a Chromebook box, or even turn the devices on before preparing them for use by employees.
Chrome OS for telehealth and clinic kiosks
There were more Chromebook transformations to come. In the interest of keeping residents and medical professionals safe, we enabled Chromebooks for non-urgent telehealth sessions. Doctors and nurses could see and talk to nursing home residents, using the same video conferencing apps that residents used to talk to loved ones. In these cases, we had PointClickCare, our electronic medical records app, loaded at startup on doctors’ Chromebooks.
We even turned a few Chromebooks into guest kiosks at IHA member hospitals that have walk-in clinics. If the clinics required visitors to fill out a COVID-19 screening form, the Chromebook, in kiosk mode, was stationed at the front desk. Once visitors submitted the form, a new blank form appeared, ready for the next visitor without any data stored on the device.
Chrome OS for whatever’s needed next
What’s amazing is that we could help people in all these different ways in just a few minutes—without visiting a nursing home, getting someone to ship laptops back to us, or loading software. Chromebooks are so versatile that sometimes they’re used in various modes several times a day. One user can log in, while another user can use managed guest sessions to login as a guest user. No matter what changes come to our healthcare association in the future, we’ll be ready.
Google’s Intelligent Products Essentials Assist Manufacturers in Product Development Journey
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Expectations for both consumer and commercial products have changed. Consumers want products that evolve with their needs, adapt to their preferences, and stay up-to-date over time. Manufacturers, in turn, need to create products that provide engaging customer experiences not only to better compete in the marketplace, but also to provide new monetization opportunities.
However, embedding intelligence into new and existing products is challenging. Updating hardware is costly, and existing connected products do not have the capability to add new features. Furthermore, manufacturers do not have sufficient customer insights due to product telemetry and customer data silos, and may lack the AI expertise to quickly develop and deploy these features.
That’s why today we’re launching Intelligent Products Essentials, a solution that allows manufacturers to rapidly deliver products that adapt to their owners, update features over-the-air using AI at the edge, and provide customer insights using analytics in the cloud. The solution is designed to assist manufacturers in their product development journeys—whether developing a new product or enhancing existing ones.
With Intelligent Products Essentials, manufacturers can:
- Personalize customer experiences: Provide a compelling ownership experience that evolves over the lifetime of the product. For example, a chatbot that contextualizes responses based on product status and customer profile.
- Manage and update products over-the-air: Deploy updates to products in the field, gather performance insights and evolve capabilities over time with monetization opportunities.
- Predict parts and service issues: Detect operating thresholds, anomalies and predict failures to proactively recommend service using AI, reducing warranty claims, decreasing parts shortages and increasing customer satisfaction.
In order to help manufacturers quickly deploy these use cases and many more, Intelligent Products Essentials provides the following:
- Edge connections: Connect and ingest raw or time-series product telemetry from various device platforms utilizing IoT Core or Pub/Sub and enable deployment and management of firmware over-the-air and machine learning models with Vertex AI at the edge.
- Ownership App Template: Easily build connected product companion apps that work on smartphones, tablets, and computers. Use a pre-built API and accompanying sample app that can incorporate product or device registration, identity management, and provide application behavior analytics using Firebase.
- Product fleet management: Manage, update and analyze fleets of connected products via APIs, Google Kubernetes Engine, and Looker.
- AI services: Create new features or capabilities for your products using AI and machine learning products such as DialogFlow, Vision AI, AutoML, all from Vertex AI.
Enterprise data integration: Integrate data sources such as Enterprise Asset Management (EAM), Enterprise Resource Planning (ERP), Customer Relationship Management (CRM) systems and others using Dataflow and BigQuery.
Intelligent Products Essentials helps manufacturers build new features across consumer, industrial, enterprise, and transportation products. Manufacturers can implement the solution in-house, or work with one of our certified solution integration partners like Quantifi and Softserve.
“The focus on intelligent products that Google Cloud is deploying provides a digital option for manufacturers and users. At its heart, systems like Intelligent Product Essentials are all about decision making. IDC sees faster and more effective decision-making as the fundamental reason for the drive to digitize products and processes. It’s how you can make faster and more effective decisions to meet heightened customer expectations, generate faster cash flow, and better revenue realization,” said Kevin Prouty, Group Vice President at IDC. “Digital offerings like Google’s Intelligent Product Essentials potentially go the last mile with the ability to connect the digital thread all the way through to the final user.”
Customers adopting Intelligent Products Essentials
GE Appliances, a Haier company, are enhancing their appliances using new AI-powered intelligent features to enable:
- Intelligent cooking: Help cook the perfect meal to personal preferences, regardless of your expertise and abilities in the kitchen.
- Frictionless service: Build smart appliances that know when they need maintenance and make it simple to take action or schedule services.
- Integrated digital lifestyle: Make appliances useful at every step of the way by integrating them with digital lifestyle services – for example, automating appliance behaviors according to customer calendars, such as oven preheating or scheduling the dishwasher to run in the late evening.
“Intelligent Products Essentials enhances our smart appliances ecosystem, offering richer consumer habit insights. This enables us to develop and offer new features and experiences to integrate with their digital lifestyle.“ —Shawn Stover, Vice-president Smart Home Solutions at GE Appliances.https://www.youtube.com/embed/zaWAJN8aKOw?enablejsapi=1&
Serial 1, Powered by Harley-Davidson, is using Intelligent Product Essentials to manage and update its next generation eBicycles, and personalize its customers’ digital ownership experiences.
“At Serial 1, we are dedicated to creating the easiest and most intuitive way to experience the fun, freedom, and adventure of riding a pedal-assist electric bicycle. Connectivity is a key component of delivering that mission, and working together to integrate Intelligent Product Essentials into our eBicycles will ensure that our customers enjoy the best possible user experience.”— Jason Huntsman, President, Serial 1.
Magic Leap, an augmented reality pioneer with industry-leading hardware and software, is building field service solutions with Intelligent Products Essentials with the goal of connecting manufacturers, dealers, and customers to more proactive and intelligent service.
“We look forward to using Intelligent Products Essentials to enable us to rapidly integrate manufacturers’ product data with dealer service partners into our field service solution. We’re excited to partner with Google Cloud as we continue to push the boundaries of physical interaction with the digital world.” — Walter Delph, Chief Business Officer, Magic Leap
Intelligent Product Essentials is available today. To learn more, visit our website.
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On-Demand Webinar: 3 Ways Collaboration Transforms How Your Company Works
A majority of your employees and teams spend 38% of their time unsuccessfully searching and recreating content, according to IDC.
They also spend 20% of their time looking for information, according to McKinsey. That’s 58% of time lost in unproductive tasks that could have been spent coming up with the next big innovative idea that actually impacts business.
Now you know why there are no new ideas, no new innovations, no room for business to grow. Savvy organizations like Nielsen, Whirlpool, and Colgate-Palmolive have had enough of that and are embracing the cloud to collaborate in real-time and transform how their companies work.
The only way to achieve business growth and beat competition is to invest less time in unproductive tasks—like looking for information—and more time innovating with intelligent systems that provide your teams with information they need without even having to look for it: The ability to search smart, find fast, collaborate in real-time, and build new ideas quickly. Embracing Artificial Intelligence enabled-cloud collaboration platforms is one way to get there.
In this webinar, Allen Yang, Product Manager, Google Cloud, talks about how big corporations are turning to the power of the cloud to enable real-time collaboration, faster decision making, smarter and more productive employees and teams, and embracing a new way of working.
ShareChat Builds its Diverse, Hyperlocal Social Network. Thanks to Google Cloud
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Editor’s note: Today’s guest post comes from Indian social media platform ShareChat. Here’s the story of how they improved performance, app development, and analytics for serving regional content to millions of users using Google Cloud.
How do you create a social network when your country has 22 major official languages and countless active regional dialects? At ShareChat, we serve more than 160 million monthly active users who share and view videos, images, GIFs, songs, and more in 15 different Indian languages. We also launched a short video platform in 2020, Moj, which already supports over 80 million monthly active users.
Connecting with people in the language they understand
As mobile data and smartphones have become more affordable in India, we noticed a large new segment of people, many in rural areas, being welcomed onto the internet. However, many of them didn’t speak English, and when it comes to accessing content and information—language plays a significant role. Instead of joining other social media sites where English reigned supreme, new internet users chose to join language or dialect-specific Whatsapp groups where they felt more comfortable instead.
So, we set out to build a platform where people can share their opinions, document their lives, and make new friends, all in their native language. ShareChat simplifies content and people discovery by using a personalized content newsfeed to deliver language-specific content to the right audience.
Given the high-intensity data and high volume of content and traffic, we rely heavily on IT infrastructure. On top of that, a large number of our users rely on 2G networks to post, like, view, or follow each other. Our platform needs to deliver great experiences to people who are spread out across the country and different networks without any reduction in performance.
The right cloud partner to support future growth
ShareChat was born in the cloud—we already knew how to scale systems to serve a large customer base with our existing cloud provider. But like many companies, we struggled with over-provisioning compute and storage to accommodate unpredictable traffic and avoid running out of storage. With demand rising for local language content and an increase in online interactions in response to the COVID-19 crisis, we realized that we would need a more efficient way to scale dynamically and allocate resources as needed.
Google Cloud was a natural choice for us. We wanted to partner with a technology-first company that would make it easy (and cost-effective) to manage a strong technology portfolio that would allow us to build whatever we wanted. Google is at the forefront of technology innovation and provided everything we needed to build, run, and manage our applications (including creating an efficient DevOps pipeline to fix and release new features quickly).
We had a few issues in mind at the start of discussions with the Google Cloud team, but over time, as we got information and support from them, we realized that these were the partners we wanted in our corner when it came time to tackle our most challenging problems. In the end, we decided to take our entire infrastructure to Google Cloud.
To support millions of users, we deploy and scale using Google Kubernetes Engine. While we analyze our data using a combination of managed data cloud services, such as Pub/Sub for data pipelines, BigQuery for analytics, Cloud Spanner for real-time app serving workloads, and Cloud Bigtable for less-indexed databases. We also rely on Cloud CDN to help us distribute high-quality and reliable content delivery at low latency to our users.
We now use just half the total core consumption of our legacy environment to run ShareChat’s existing workloads.
Google Cloud delivers better outcomes at every level
By moving to Google Cloud, we saw major benefits in several key areas:
Zero-downtime migration for users
At the time of migration, we had over 70 terabytes of data, consisting of 220 tables—some of which were up to 14 terabytes with nearly 50 billion rows. Due to our data’s interdependencies, moving services over one at a time wasn’t an option for us.
Even though we were migrating such large volumes of data, we didn’t want to impact any of our customers. Latency spikes for out-of-sync data might affect message delivery. For instance, if a message or notification was delayed, we didn’t want to risk a bad user experience causing someone to abandon ShareChat.
To prepare for the move, we ran a proof-of-concept cluster for over four months to test database performance in a real-world scenario for handling more than a million queries per second. Using an open-source API gateway, we replicated our legacy data environment into Google Cloud for performance testing and capacity analysis. As soon as we were confident Google Cloud could handle the same traffic as our previous cloud environment, we were ready to execute.
Using wrappers, we were able to migrate without having to change anything in our existing application code. The entire migration of 60 million users to Google Cloud took five hours—without any data loss or downtime. Today, ShareChat has grown to 160 million users, and Google Cloud continues to give us the support we need.
Scaling globally to meet unexpected demand
We rely on real-time data to drive everything on ShareChat by tracking everything that goes on in our app—from messages and new groups to content people like or who they follow. Our users create more than a million posts per day, so it’s critical that our systems can process massive amounts of data efficiently.
We chose to migrate to Spanner for its global consistency and secondary index. Unlike our legacy NoSQL database, we could scale without having to rethink existing tables or schema definitions and keep our data systems in sync across multiple locations. It’s also cost-effective for us—moving over 120 tables with 17 indexes into Cloud Spanner reduced our costs by 30%.
Spanner also replicates data seamlessly in multiple locations in real time, enabling us to retrieve documents if one region fails. For instance, when our traffic unexpectedly grew by 500% over just a few days, we were able to scale horizontally with zero lines of code change. We were also launching our Moj video app simultaneously, and we were able to move it to another region without a single issue.
Simplifying development and deployment
On average, we experience about 80,000 requests per second (RPS) –nearly 7 billion RPS per day. That means daily push notifications sent out to the entire user base about daily trending topics can often result in a spike of 130,000 RPS in just a few seconds.
Instead of over-provisioning, Google Kubernetes Engine (GKE) enables us to pre-scale for traffic spikes around scheduled events, such as holidays like Diwali, when millions of Indians send each other greetings.
Migrating to GKE has also enabled us to adopt more agile ways of work, such as automating deployment and saving time with writing scripts. Even though we were already using container-based solutions, they lacked transparency and coverage across the entire deployment funnel.
Kubernetes features, such as sidecar proxy, allows us to attach peripheral tasks like logging into the application without requiring us to make code changes. Kubernetes upgrades are managed by default, so we don’t have to worry about maintenance and stay focused on more valuable work. Clusters and nodes automatically upgrade to run the latest version, minimizing security risks and ensuring we always have access to the latest features.
Low latency and real-time ML predictions
Even though many of our users may be accessing ShareChat outside of metropolitan areas, it doesn’t mean they’re more patient if the app loads slowly or their messages are delayed. We strive to deliver a high-performance experience, regardless of where our users are.
We use Cloud CDN to cache data in five Google Cloud Point of Presence (PoP) locations at the edge in India, allowing us to bring content as close as possible to people and speeding up load time. Since moving to Cloud CDN, our cache hit ratio has improved from 90% to 98.5%—meaning our cache can handle 98.5% of content requests.
As we expand globally, we’d like to use machine learning to reach new people with content in different languages. We want to build new algorithms to process real-time datasets in regional languages and accurately predict what people want to see. Google Cloud gives us an infrastructure optimized to handle compute-intensive workloads that will be useful to us both now—and in the future.
The confidence to build the best platform
Our current system now performs better than before we migrated, but we are continuously building new features on top of it. Google’s data cloud has provided us with an elegant ecosystem of services that allows us to build whatever we want, more easily and faster than ever before.
Perhaps the biggest advantage of partnering with Google Cloud has been the connection we have with the engineers at Google. If we’re working to solve a specific problem statement and find a specific solution in a library or a piece of code, we have the ability to immediately connect with the team responsible for it.
As a result, we have experienced a massive boost in our confidence. We know that we can build a really good system because we not only have a good process in place to solve problems—we have the right support behind us.
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PwC uses Connected Sheets to scale data insights
It’s important for teams across the business to understand customer adoption of products and services, whether it’s the product team tracking usage of a newly released feature or the support team trying to anticipate incoming service requests. Similarly, IT teams need to analyze the adoption of an organization’s internal applications and systems, so they know what tools employees are using and how they are being used. But product adoption datasets are often too large for traditional spreadsheets to handle, and new data is continuously being added.
Connected Sheets can provide teams access to large, powerful, and up-to-date usage datasets, in the familiar Sheets interface. PwC, a global professional services organization, uses Connected Sheets as part of its efforts to make technology and data more accessible across its workforce. One way PwC uses Connected Sheets is to monitor and analyze the internal adoption of tools like G Suite.
Says Peter Van Nieuwerburgh, Global Change Manager at PwC, “If you look at our own adoption dashboarding, it’s more than three terabytes of data—good luck putting that in any spreadsheet. With Connected Sheets, we’re not really pulling the data into the spreadsheet, rather it lives in the database where it belongs. The ability to so easily analyze and visualize the data is really powerful.”
Connected Sheets helps to scale data-driven decision-making at your organization, by making powerful data easily accessible across your sales, finance, product, and IT teams.
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