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

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。

LINE Developers Taiwan
PRO

February 21, 2023
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Transcript

  1. 1
    How to use SLOs to understand user experience and
    fi
    nd out how to make them happy?

    View Slide

  2. Background
    2
    What happened ?
    2
    Normal Crash
    Biz
    Dev Pm
    Service ?

    View Slide

  3. Normal
    3
    How To Measure Quality of Service ?
    3
    Normal
    xc
    Biz
    Dev Pm
    Background

    View Slide

  4. Observability Platform
    4
    Observability platform collects Metrics, Log, Tracing data.

    View Slide

  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.

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  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

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  7. SLA / SLO / SLI
    7
    User Experience

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  8. SLA / SLO / SLI
    8

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  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

    View Slide

  10. CUJ
    10
    Biz
    Live



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  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

    View Slide

  12. Hold a SLOs workshop
    12

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  13. Define SLOs document
    13

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  14. SLOs Spec Yaml
    14

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  15. CRDs
    SLOs generator
    Prometheus
    Rule
    Alert Rule
    SLI Rule
    CRDs
    CUJ & SLOs
    Spec
    15
    K8s
    Grafana

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  16. SLOs Dashboard
    16

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  17. SLOs Timeline
    17

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  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

    View Slide

  19. Continuously improve your SLOs
    19
    SLO Dashboard Weekly meeting Jira ticket system

    View Slide

  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

    View Slide

  21. Thank you
    21

    View Slide