Developing Effective Service Level Indicators and Service Level Objectives

Thursday, 30 August, 2018 - 09:0012:30

Liz Fong-Jones, Kristina Bennett, Daniel Quinlan, Gwendolyn Stockman, and Stephen Thorne, Google

Space is limited: add this to your schedule if you plan to attend.


Devising service level indicators and service level objectives that effectively measure user experiences requires knowledge of the fundamentals of SLIs and SLOs and practice examining SLIs/SLOs for potential weaknesses. In this workshop, you will review SLI/SLO fundamentals, then practice devising and checking SLIs/SLOs in groups with guidance from the Google Customer Reliability Engineering team.

Attendees are expected to have some basic knowledge of monitoring (e.g. whitebox/blackbox) and some experience with how systems can fail.

Attendees will gain appropriate knowledge and experience from the exercise of devising SLOs and SLIs for an example application to propose SLO and SLIs for their own businesses. They will understand what SLAs, SLOs, SLIs, and error budgets are and how they are related; they will be able to understand to define and measure meaningful SLOs and how to run a service or application targeting those SLOs.

Liz Fong-Jones, Google

Liz is a Staff Site Reliability Engineer at Google and works on the Google Cloud Customer Reliability Engineering team in New York. She lives with her wife, metamour, and two Samoyeds in Brooklyn. In her spare time, she plays classical piano, leads an EVE Online alliance, and advocates for transgender rights.

Kristina Bennett, Google

Kristina Bennett has worked at Google since 2009. Although she recently joined the Customer Reliability Engineering team in their mission to apply the principles and lessons of SRE at Google towards customers, prior to that she spent five years working on data integrity across Google.

Stephen Thorne, Google

Stephen Thorne is a Senior Site Reliability Engineer at Google. He currently works in Customer Reliability Engineering, helping to integrate Google's Cloud customers' operations with Google SRE. Stephen learned how to be an SRE on the team that runs Google's advertiser and publisher user interfaces, and later worked on App Engine. Before his time at Google, he fought against spam and viruses in his home country of Australia, where he also earned his B.S. in Computer Science.

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@inproceedings {218869,
author = {Liz Fong-Jones and Kristina Bennett and Daniel Quinlan and Gwendolyn Stockman and Stephen Thorne},
title = {Developing Effective Service Level Indicators and Service Level Objectives},
booktitle = {SREcon18 Europe/Middle East/Africa (SREcon18 Europe)},
year = {2018},
address = {Dusseldorf},
url = {},
publisher = {USENIX Association},
month = aug