SLOs done right: how DevOps teams can build better service-level objectives

In their Perform 2023 session, Andreas Grabner and Michael Cabrera provide guidance on developing effective service level objectives (SLOs) that align IT technical success with business goals, highlighting the challenges faced by DevOps teams and site reliability engineers (SREs) due to metric overload and lack of clarity on defining good SLOs. They emphasize the importance of incorporating four key components: monitoring essential signals like latency and error rates, including end-user perspectives, bridging business and technical gaps, and prioritizing incident response. The session underscores the necessity for SLOs to move beyond mere metric alerts to address both front- and back-end processes, thereby facilitating meaningful improvements. Cabrera and Grabner advocate for a dual approach in SLO development, combining technical and consumer-focused metrics to enhance both operational performance and user experience, recommending automation to scale SLOs and promote shift-left strategies for more efficient framework creation.

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