Connecting SLOs to business metrics with Thinkific

Thinkific has transformed from a small startup to a large organization by aligning its service level objectives (SLOs) with business metrics to improve organizational observability. By consolidating monitoring tools using New Relic, the company established a consistent approach to observability, reducing costs and enhancing infrastructure oversight. They implemented key performance indicators (KPIs) across services like student dashboards and e-commerce tools, focusing on reliability, performance, and uptime to enhance service level agreements (SLAs). Monthly reports and a traffic light system communicate performance metrics, enabling leadership to make informed decisions balancing innovation and optimization. Thinkific also maps user journeys to prioritize target segments and fosters a culture of shared responsibility, empowering all team members to contribute to the platform’s success. This observability-driven approach aims to continuously improve the educational experiences offered by Thinkific and its creator educators worldwide.