02 — Capability · BC-740.50
Service Level & Performance
Agree what good looks like for each service, measure it honestly and improve the services that fall short, with the business seeing the same numbers technology sees.
- SLA Management
- Service Reporting
- Availability Management
In scope
- Service level agreements and operational targets
- Availability and performance measurement
- Service reviews with business owners
- Continual improvement register
Out of scope
- Executive technology scorecard (see BC-710)
- Supplier service credits and penalties (see BC-640)
Realized by · 2
Used in · 4
Build it · 2
- pattern SLO and Error Budget via BC-740.50.20
- book Site Reliability Engineering
Decomposes into · 4
- BC-740.50.10Service Level Agreement ManagementNegotiate, document and renew the service levels each offering commits to, and align the internal targets that make them achievable.
- BC-740.50.20Availability & Performance MeasurementMeasure uptime, response and throughput per service from the user's point of view, not just the component's.
- BC-740.50.30Service ReviewSit down with each service's business owner on a cadence to review performance, incidents, upcoming change and what they need next.
- BC-740.50.40Continual ImprovementKeep a prioritized register of service improvements, fund the ones that matter and show the ones that were delivered.