Operations | Monitoring | ITSM | DevOps | Cloud

We all know one bad experience can impact a customer’s perception of—and even willingness to deal with—an organization going forward. That’s why so many companies, in virtually every industry, have made investing in customer experience (CX) a top priority, according to ResearchAndMarkets.com. The problem is, for any given organization, there are a number of customer service processes along the entire life span of an interaction that need to be looked at and made great.

In this digital era, technology systems are becoming increasingly complex. No longer can a single SME (subject matter expert) understand every facet of the system they run. Instead, much of this knowledge is siloed and exists as tribal knowledge within certain teams. Additionally, the rate of change is faster than ever, with code deploying and new services shipping at a rate unimaginable a few years ago.

An explanation of the meaning of SLA, SLO and SLI, and how SREs should use each concept to manage reliability.