Operations | Monitoring | ITSM | DevOps | Cloud

Service level agreements (SLA) and service level objectives (SLO) are increasing in popularity because modern applications rely on a complex web of sub-services such as public cloud services and third-party APIs to operate, making service quality measurement an operational necessity for serving a demanding market. This article focuses on the similarities and differences between SLAs and SLOs, explains the intricacies involved in implementing them, presents a case study, and finally recommends industry best practices for implementing them.

To many, incident management and operations management may seem similar though they differ significantly. This difference, which lies in their end goals, also suggests that operations management is much more than incident management. To better understand why, it helps to look at the purpose of each one.