Kill SLO’s with Fire!
Does hitting 100% of your SLO’s mean you are doing a good job?
Are customers happy?
SLO’s don’t tell us that, they just tell us we resolved it within a given window.
There is a better way.
SCSM SLO’s 101
I’m frequently asked about SLO’s when I do consulting work and I realised that many people may not full understand how SLO’s work and the key pieces that have to be in place to not only get these to work as we expect but to do it efficiently so they do not adversely impact performance […]
Service Manager – Incident “Stop the clock”
A close friend and fellow SCSM nerd solved a commonly asked question about pausing the SLO clock for Incidents. The blog post below covers the solution he came up with. Thanks Shayne for sharing your Stop the Clock solution Service Manager – Incident “Stop the clock” – System Center User Community Newcastle (wordpress.com)
Two Different SLO Warning and Breeched E-Mails for Two Different Metrics
I saw a question pop up on the Social TechNet forums the other day and I realised there is a bit of confusion about how to send a warning or breeched e-mail for different metrics such as Response Time and Resolution Time. Let me explain the scenario: You want to set SLO’s for Incidents based […]