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EVOLUTION OFTICKETMASTER’S JOURNEY TO DEVOPS
WINOPS LDN SEPTEMBER 2017
#WinOps
@connonm
@tmTech
WHO AM I & WHY AM I HERE?
Connon MacRaeVP, Technical Operations(International)
#WinOps
@connonm
@tmTech
HISTORY IS USEFUL
CONTEXT IS EVERYTHING
DON’T BE AFRAID
MICROSOFT VS LINUX
MICROSOFT LINUX
NO MORE CYGWIN ON WINDOWS#WinOps
@connonm
@tmTech
#WinOps
@connonm
@tmTech
WHO IS TICKETMASTER?
LIVE NATION ENTERTAINMENT – 42 MARKETS
Live Nation & Ticketmaster
Live Nation ONLY
Ticketmaster ONLY
#WinOps
@connonm
@tmTech
#WinOps
@connonm
@tmTech
THE HOST
8 HOURS
5-9 HOURS
1975 – TM started with Albert Leffler, Peter Gadwaw, Gordon Gunn . . . . . . Also Bill Gates and Paul Allen develop a BASIC program for the Altair 8800, Microsoft becomes a registered trademark. BetaMax is introduced. Motorola obtains patent for mobile phone!
1976 – TM Starts . . . . IBM Launch the first laser printer.1977 – ELO is first ticketed event at Johnson Gymnasium, University of New Mexico1978 – Norway is the first international client with Oslo Nye Theatre1981 – Ticketmaster UK Opens above the Albery Theatre1983 – Ticketmaster UK starts to work with Arsenal1988 – Ticketmaster Australia operations begin
THE THING YOU REALLY NEED TO KNOW#WinOps
@connonm
@tmTech
I WANT THE BEST SEAT(S)
ONSALE . . . 9AM . . .
#WinOps
@connonm
@tmTech
GROWING FAST
8-9 HOURS
5-9 HOURS
5-6 HOURS
10 HOURS
1-4 HOURS
5-9 HOURS
1991 – Ticket Tron in North America acquired 1996 – UEFA Euros with Ticketmaster United Kingdom1996 – First Ticketmaster internet sale!1997 – Archtics (Sports & Arts) integrated with and later ‘DSA’ acquired. 1997 – Synchro Systems (later Ticketmaster Sport)1997 – Ticketmaster Ireland as a joint venture1998 – Mexcio starts operations1998 – ticketmaster.co.uk goes online, Windows NT 4 1999 – Joint venture in Australia1999 - Rugby World Cup in Wales2000 – TicketWeb, Vista and Admission Canada 2001 – First deal with Clear Channel – later to become Live Nation2001 – Norway Billetservice acquired2002 – Manchester Commonwealth Games 2002 – Netherlands & Denmark acquired2004 – Athens Olympics2004 – Sweden and Finland acquired2005 – New Zealand established and Kartenhaus in Germany acquired2006 – Acquires TickTackTickets in Spain and Biletix in Turkey2007 – TM China joint venture2008 – Beijing Olympics2008 – TM acquires TicketsNow & GetMeIn, 2008 - Paperless tickets debut in North America 2008 – Paperless debuts in UK with 18k people attending at the O2 Arena2008 – Ticketmaster Spun off from IAC2008 - FrontLine Entertainment management acquired2009 – TM UK breaks records with Michael Jackson, 50 dates at the O2.2010 – LN and TM Merge to become Live Nation Entertainment2010 - Ticnet in France acquired2011 – Expansion in Spain with ServiCaixa2012 – Ticketing for London2012, over 10.9 million tickets sold and processed. Unprecedented at the time.2013 - Launches in the middle east with UAE 2014 – Glasgow Commonwealth Games. 2014 - TM acquires Seatwave across Europe. 2014 - Middle east expands to Qatar2014 – Relaunch DE, ES, acquires PL and Sherpa in Belgium. 2015 – Universe and Frontgate join the company2015 – England Rugby World Cup2016 – TM acquires Tickethour2017 – TM acquires TicketPro in Czech Republic and launches Ticketmaster Israel
14 CORE TICKETING PRODUCTS
#WinOps
@connonm
@tmTech
THE INTERNET - 1998
WWW
NT4SQL
THE ‘HOSTS’ - VAXEN 1999
8%?
20%
GULP
#WinOps
@connonm
@tmTech
REBUILD v1 – 2000
WWW
LINUX
ORACLE
THE ‘HOSTS’ - VAXEN
MySQL
#WinOps
@connonm
@tmTech
THEN THESE . . . . .
SOX -2002
PCI v1 -2004
#WinOps
@connonm
@tmTech
REMEMBER THESE?
#WinOps
@connonm
@tmTech
WE BUILT THIS . . .
DEV QA
CAP
STAGE
5-8 HOURS
PRODUCTION
. . . WE WERE PROUD OF IT!
LESS THAN . . . OPTIMAL?
#WinOps
@connonm
@tmTech
Group A
WINDOWOPS
ServiceDelivery
WINDOWSSYSTEMS
DBA TEAM
LINUX OPS
LINUXSYSTEMS
Group B Group CPLATFORM
Product Support
CLOUDSYSTEMS
TOOLING
NETWORKINGDATACENTRE
INTERNATIONAL TECHNOLOGY TEAMS IN 2016
#WinOps
@connonm
@tmTech
SECURITY
CORP IT
ARCHITECTURE
NA TEAMS
ProductGroup 1
ProductGroup 2
ProductGroup 1
ProductGroup 2
ProductGroup 1
ProductGroup 2
ProductGroup 3
ProductGroup 3
THE MORE YOU TIGHTEN YOUR GRIP, THE MORE STAR SYSTEMS WILL SLIP THROUGH YOUR FINGERS
#WinOps
@connonm
@tmTech
WHERE HAVE WE BEEN?
Engineering Ops
Syseng
Database
Engineering Ops
SysengDatabase
Engineering Ops
SysengDatabase
#WinOps
@connonm
@tmTech
WHERE HAVE WE BEEN?
#WinOps
@connonm
@tmTech
Engineering
Ops
Syseng Database
Platform
PUSH ME, PULL YOU
#WinOps
@connonm
@tmTech
PUSH ME, PULL YOU
#WinOps
@connonm
@tmTech
Ops & Reliablity
ServiceManagement
Ops & Reliablity Ops & Reliablity
PLATFORMENGINEERING
Product Support
Runtime
Services& Data
Tooling
Infrastructure(including DC)
NetworkEngineering
Technical Service Delivery
SCALING THE SILOS, LOWERING THE WALL
PLATFORMINFRASTRUCTURE
#WinOps
@connonm
@tmTech
Group A Group B Group C
ProductGroup 1
ProductGroup 2
ProductGroup 1
ProductGroup 2
ProductGroup 1
ProductGroup 2
ProductGroup 3
ProductGroup 3
Group B
ProductGroup 1
ProductGroup 2
Ops & Reliablity
HOW CAN WE EVOLVE?
#WinOps
@connonm
@tmTech
CAT = LOVE = PRODUCT!#WinOps
@connonm
@tmTech
TOO LONG, EXPENSIVE
#WinOps
@connonm
@tmTech
DOES NOT FIT ANYMORE#WinOps
@connonm
@tmTech
PLAY (RE)NICE? KILL -9
#WinOps
@connonm
@tmTech
UNACCEPTABLE!!!!!!
TICKETMASTER CLOUD#WinOps
@connonm
@tmTech
SOMEBODY ELSES BOX
TRANSPARENT COSTS
#WinOps
@connonm
@tmTech
CONTAINERS – PART I
#WinOps
@connonm
@tmTech
CONTAINERS – PART II#WinOps
@connonm
@tmTech
31
(MORE) MODERN TECH
CHANCE TO CLEAN UP
WHAT ARE WE USING?
#WinOps
@connonm
@tmTech
TECH MATURITY
Open Source @https://github.com/Ticketmaster/techmaturity
1. CONTAINERISE your application with Docker or AUTOMATE your Operating Systems with CHEF
2. IMPLEMENTATE BETTER INSTRUMENTATION - no SSH or RDP in production!Log aggregation and rotation, metrics
3. Use SYNTHETIC MONITORING to understand the health of your productDefine SLAs, track & alert on availability and performance
4. AUTOMATE YOUR BUILD PIPELINE by reusing common toolsTerraform & GitLab CI are the products of choice
5. GET SECUREPass pen/static testingNo passwords/keys in configs
6. DESIGN A SHARED NOTHING ARCHITECTURENo shared filesystems (e.g. NFS, CIFS)
7. BUILD FOR AVAILABLITY- NO SINGLE POINTS OF FAILUREUse auto-scaling groups and without hard-coded IPs
OUR PRINCIPLES FOR MODERNISATION
#WinOps
@connonm
@tmTech
SUMMARY#WinOps
@connonm
@tmTech
HISTORY IS USEFUL
CONTEXT IS EVERYTHING
DON’T BE AFRAID
Q & A
#WinOps
@connonm
@tmTech