SRE: It's not about numbers–it's about customer satisfaction


SRE: It's not about numbers–it's about customer satisfaction

Cloud migration & operation

When most people think about SRE, they think numbers, percentages, SLIs, and SLOs. That stew of acronyms is important, but, really, what drives site reliability engineering is the goal of building systems that truly satisfy customers and keep them coming back.

SRE: The goal is to build reliable systems that customers love

Most organizations have implemented some version of site reliability engineering (SRE) to help them understand system performance and develop more reliable systems. However, SRE isn’t just about managing to a number or a percentage. Instead, it’s about defining “reliability” in terms of customer satisfaction and letting data drive decisions. In this episode of the podcast, Mike Kavis and guest, Google’s Nathen Harvey, discuss how organizations can do SRE better. Nathen’s perspective is that SRE is organic to each organization and that, in addition to error budgets, SLIs, and SLOs, SRE is really about leadership. Leaders set the tone and help ensure that SRE is implemented in an inclusive manner that stresses teamwork, fosters communication, and delivers reliable systems customers love.

Disclaimer: As referenced in this podcast, “Amazon” refers to AWS (Amazon Web Services) and “Google” refers to GCP (Google Cloud Platform).

We have to take a customer–or user-centric point of view of our systems.Nathen Harvey, cloud developer advocate at Google, helps the community understand and apply DevOps and SRE practices in the cloud. He is part of the DevOpsDays conferences global organizing committee and was a technical reviewer for the 2019 Accelerate State of DevOps Report.

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