An Intellyx BrainBlog for Nobl9, by Jason English
“We must stand firm between two kinds of madness: the belief that we can do anything; and the belief that we can do nothing.” – Alain
In our previous Intellyx post, we outlined how the modern SLO outshines the traditional SLA (service level agreement) in aligning the organization around measured improvements in the reliability and performance of complex software and systems to meet business goals.
SLAs are useful for legally guaranteeing a baseline level of performance in a contract, but by nature they set up a pass/fail test for the hapless system owner, rather than a path toward improvement. By the time an SLA is triggered, the customer is already unhappy and penalties may already be in the works.
On the other hand, the SLO allows a ‘fuzzy edge’ of success, where an acceptable range of failure–or error budget–can still be accounted for.
Prioritization of SLOs and underlying SLIs (service level indicators) makes all the difference in how we set application and system reliability goals that will incentivize the continuous improvement of customer experience, rather than merely attempting to avoid the risk of SLA failures.
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Read the entire story on the Nobl9 blog here: https://nobl9.com/resources/aligned-incentives-putting-the-so-what-in-modern-slos/
Copyright ©2021 Intellyx LLC. At the time of publishing, Nobl9 is an Intellyx customer. Intellyx retains final editorial control of this article. Image Credit: John Schnobrich on Unsplash
