How to use SLOs to understand user experience and find out how to make them happy @ TECHPULSE 2023

- Speaker: Oreo Liou
- Event: http://techpulse.line.me/

過去在服務發生異常時，商業團隊只能確認服務狀態，但因不了解用戶狀態，團隊將很難做出正確的決策以改善服務。

另一方面，研發和商業團隊對於服務的定義可能有所不同，也會導致團隊之間無法清楚溝通，無法決定是否投入成本。

為了克服這些挑戰，今天將與大家分享如何從觀察指標到理解用戶體驗的方法，分享如何衡量和定義服務水平，讓團隊能夠做出更好的決策並改善服務品質。

Transcript

1. 1 How to use SLOs to understand user experience and fi nd out how to make them happy?
2. Background 2 What happened ? 2 Normal Crash Biz Dev Pm Service ?
3. Normal 3 How To Measure Quality of Service ? 3 Normal ｘｃ Biz Dev Pm Background
4. Observability Platform 4 Observability platform collects Metrics, Log, Tracing data.
5. Service Level Objectives 5 Since Google fi rst introduced Service Level Indicators (SLIs) and Service Level Objectives (SLOs) as part of its Site Reliability Engineering (SRE) practice Observational tools such as Datadog, Honeycomb have long since incorporated SLO monitoring into their toolchains. OpenSLO is A declarative, neutral speci fi cation language emerging based on the YAML format used by Kubernetes and allowing SLIs and SLOs to be de fi ned as code standard.
6. 6 SLA SLO SLI Promise Objectives Measurement The agreement between client & user The objective a service Provider must achieve to Meet the agreement The real number of per Performance. How did the Service provider do this job Service Level Agreements Service Level Objectives Service Level Indicators
7. SLA / SLO / SLI 7 User Experience ？
8. SLA / SLO / SLI 8
9. 4 ⽉ 5 ⽉ 6 ⽉ 7 ⽉ 0 25 50 75 100 9 Now we have SLOs, but biz still not happy? SLO 1
 SLO 2
 SLO 3 …. SLO 100
10. CUJ 10 Biz Live … … …
11. 4 steps to identify and implement effective SLOs Understand internal business goals, and external stakeholders Identify and prioritize critical services that affect SLAs Identify key metrics to use as service- level indicators (SLIs) Identify key SLOs SLA SLI SLO CUJ 11
12. Hold a SLOs workshop 12
13. Define SLOs document 13
14. SLOs Spec Yaml 14
15. CRDs SLOs generator Prometheus Rule Alert Rule SLI Rule CRDs CUJ & SLOs Spec 15 K8s Grafana
16. SLOs Dashboard 16
17. SLOs Timeline 17
18. Q1 Q2 Q3 Q4 Project A (1/1) (1/1) (1/1) (1/1) Project B (1/1) (1/1) (1/1) (1/1) Project C (1/1) (1/1) (1/1) (1/1) Project D (5/5) (7/10) (9/10) (10/10) SLOs Report 18
19. Continuously improve your SLOs 19 SLO Dashboard Weekly meeting Jira ticket system
20. Takeaway 20 SLA SLO SLI Promise Objectives Meeasurement Service Level Agreements Service Level Objectives Service Level Indicators 20 Build your observation system Discuss goals with your team Keep your promise
21. Thank you 21