The Application Hierarchy of Needs for SREs and IT Operators

What this post added

This post introduces the Application Hierarchy of Needs for SREs and IT Operators, defining four layers: Availability, Correctness, Responsiveness, and User Experience. It details how to measure these needs using Service Level Objectives (SLOs) and Service Level Indicators (SLIs), and discusses alternative metrics like Net Promoter Score (NPS) and user journey analysis for user experience. The post also introduces the Failed Customer Interaction (FCI) metric for quantifying business impact and outlines SRE/ITOps measurements such as Mean Time to Detect (MTTD), Mean Time to Identify (MTTI), Mean Time to Repair (MTTR), and Mean Time to Resolve (MTTR). Finally, it highlights the integration of IBM Observability by Instana APM and IBM Cloud Pak for AIOps as a solution for achieving these goals.