book

Implementing Service Level Objectives

Name: Implementing Service Level Objectives
Author: Alex Hidalgo
ISBN: 9781492076810

by Alex Hidalgo

August 2020

Intermediate to advanced

402 pages

11h 57m

English

O'Reilly Media, Inc.

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Foreword
Preface
You Don’t Have to Be PerfectHow to Read This BookConventions Used in This BookO’Reilly Online LearningHow to Contact UsAcknowledgments
I. SLO Development
1. The Reliability Stack
Service TruthsThe Reliability StackService Level IndicatorsService Level ObjectivesError BudgetsWhat Is a Service?Example ServicesThings to Keep in MindSLOs Are Just DataSLOs Are a Process, Not a ProjectIterate Over EverythingThe World Will ChangeIt’s All About HumansSummary
2. How to Think About Reliability
Reliability EngineeringPast Performance and Your UsersImplied AgreementsMaking AgreementsA Worked Example of ReliabilityHow Reliable Should You Be?100% Isn’t NecessaryReliability Is ExpensiveHow to Think About ReliabilitySummary
3. Developing Meaningful Service Level Indicators
What Meaningful SLIs ProvideHappier UsersHappier EngineersA Happier BusinessCaring About Many ThingsA Request and Response ServiceMeasuring Many Things by Measuring Only a FewA Written ExampleSomething More ComplexMeasuring Complex Service User ReliabilityAnother Written ExampleBusiness Alignment and SLIsSummary
4. Choosing Good Service Level Objectives
Reliability TargetsUser HappinessThe Problem of Being Too ReliableThe Problem with the Number NineThe Problem with Too Many SLOsService Dependencies and ComponentsService DependenciesService ComponentsReliability for Things You Don’t OwnOpen Source or Hosted ServicesMeasuring HardwareChoosing TargetsPast PerformanceBasic StatisticsMetric AttributesPercentile ThresholdsWhat to Do Without a HistorySummary
5. How to Use Error Budgets
Error Budgets in PracticeTo Release New Features or Not?Project FocusExamining Risk FactorsExperimentation and Chaos EngineeringLoad and Stress TestsBlackhole ExercisesPurposely Burning BudgetError Budgets for HumansError Budget MeasurementEstablishing Error BudgetsDecision MakingError Budget PoliciesSummary
II. SLO Implementation
6. Getting Buy-In
Engineering Is More than CodeKey StakeholdersEngineeringProductOperationsQALegalExecutive LeadershipMaking It SoOrder of OperationCommon Objections and How to Overcome ThemYour First Error Budget Policy (and Your First Critical Test)Lessons Learned the Hard WaySummary

7. Measuring SLIs and SLOs
Design GoalsFlexible TargetsTestable TargetsFreshnessCostReliabilityOrganizational ConstraintsCommon MachineryCentralized Time Series Statistics (Metrics)Structured Event Databases (Logging)Common CasesLatency-Sensitive Request ProcessingLow-Lag, High-Throughput Batch ProcessingMobile and Web ClientsThe General CaseOther ConsiderationsIntegration with Distributed TracingSLI and SLO DiscoverabilitySummary
8. SLO Monitoring and Alerting
Motivation: What Is SLO Alerting, and Why Should You Do It?The Shortcomings of Simple Threshold AlertingA Better WayHow to Do SLO AlertingChoosing a TargetError Budgets and Response TimeError Budget Burn RateRolling WindowsPutting It TogetherTroubleshooting with SLO AlertingCorner CasesSLO Alerting in a Brownfield SetupParting RecommendationsSummary
9. Probability and Statistics for SLIs and SLOs
On ProbabilitySLI Example: AvailabilitySLI Example: Low QPSOn StatisticsMaximum Likelihood EstimationMaximum a PosterioriBayesian InferenceSLI Example: Queueing LatencyBatch LatencySLI Example: DurabilityFurther ReadingSummary
10. Architecting for Reliability
Example System: Image-Serving ServiceArchitectural Considerations: HardwareArchitectural Considerations: Monolith or MicroservicesArchitectural Considerations: Anticipating Failure ModesArchitectural Considerations: Three Types of RequestsSystems and Building BlocksQuantitative Analysis of SystemsInstrumentation! The System Also Needs Instrumentation!Architectural Considerations: Hardware, RevisitedSLOs as a Result of System SLIsThe Importance of Identifying and Understanding DependenciesSummary
11. Data Reliability
Data ServicesDesigning Data ApplicationsUsers of Data ServicesSetting Measurable Data ObjectivesData and Data Application ReliabilityData PropertiesData Application PropertiesSystem Design ConcernsData Application FailuresOther QualitiesData LineageSummary
12. A Worked Example
Dogs Deserve ClothesHow a Service GrowsThe Design of a ServiceSLIs and SLOs as User JourneysCustomers: Finding and Browsing ProductsOther Services as Users: Buying ProductsInternal UsersPlatforms as ServicesSummary
III. SLO Culture
13. Building an SLO Culture
A Culture of No SLOsStrategies for Shifting CulturePath to a Culture of SLOsGetting Buy-inPrioritizing SLO WorkImplementing Your SLOWhat Will Your SLIs Be?What Will Your SLOs Be?Using Your SLOIterating on Your SLODetermining When Your SLOs Are Good EnoughAdvocating for Others to Use SLOsSummary
14. SLO Evolution
SLO GenesisThe First PassListening to UsersPeriodic RevisitsUsage ChangesIncreased Utilization ChangesDecreased Utilization ChangesFunctional Utilization ChangesDependency ChangesService Dependency ChangesPlatform ChangesDependency Introduction or RetirementFailure-Induced ChangesUser Expectation and Requirement ChangesUser Expectation ChangesUser Requirement ChangesTooling ChangesMeasurement ChangesCalculation ChangesIntuition-Based ChangesSetting Aspirational SLOsIdentifying Incorrect SLOsListening to Users (Redux)Paying Attention to FailuresHow to Change SLOsRevisit SchedulesSummary
15. Discoverable and Understandable SLOs
UnderstandabilitySLO Definition DocumentsPhraseologyDiscoverabilityDocument RepositoriesDiscoverability ToolingSLO ReportsDashboardsSummary
16. SLO Advocacy
CrawlDo Your ResearchPrepare Your Sales PitchCreate Your Supporting ArtifactsRun Your First Training and WorkshopImplement an SLO Pilot with a Single ServiceSpread Your MessageLearn How to Handle ChallengesWalkWork with Early Adopters to Implement SLOs for More ServicesCelebrate Achievements and Build ConfidenceCreate a Library of Case StudiesScale Your Training Program by Adding More TrainersScale Your CommunicationsRunShare Your Library of SLO Case StudiesCreate a Community of SLO ExpertsContinuously ImproveSummary
17. Reliability Reporting
Basic ReportingCounting IncidentsSeverity LevelsThe Problem with Mean Time to XSLOs for Basic ReportingAdvanced ReportingSLO StatusError Budget StatusSummary
A. SLO Definition Template
SLO Definition: Service NameService OverviewSLIs and SLOsRationaleRevisit ScheduleError Budget PolicyExternal Links
B. Proofs for Chapter 9
Theorem 1ProofTheorem 2ProofTheorem 3ProofTheorem 4ProofTheorem 5ProofTheorem 6ProofTheorem 7Proof
Index

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Implementing Service Level Objectives

by Alex Hidalgo

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