929 lines
86 KiB
HTML
929 lines
86 KiB
HTML
<!DOCTYPE html>
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<html lang="en-US">
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<head>
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<meta charset="UTF-8">
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<meta name="viewport" content="width=device-width, initial-scale=1">
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<meta name="robots" content="max-image-preview:large">
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<title>Review of Google’s Site Reliability Engineering Hierarchy – Boost software reliability | SREpath</title>
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<link rel="alternate" type="application/rss+xml" title="Boost software reliability | SREpath » Feed" href="/feed/">
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<link rel="alternate" type="application/rss+xml" title="Boost software reliability | SREpath » Comments Feed" href="/comments/feed/">
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1px 2px 2px hsl(233deg 38% 85% / 0.2),
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4px 8px 8px hsl(233deg 38% 85% / 0.2),
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8px 16px 16px hsl(233deg 38% 85% / 0.2),
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16px 32px 32px hsl(233deg 38% 85% / 0.2);
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ul.is-style-list-check,
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ul.is-style-list-check ul,
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ul.is-style-list-check-circle,
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ul.is-style-list-check-circle ul {
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padding-inline-start: .5rem;
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ul.is-style-list-check li,
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ul.is-style-list-check-circle li {
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ul.is-style-list-check li:before,
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ul.is-style-list-check-circle li:before {
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font-family: 'Dashicons';
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content: "\f147";
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position: absolute;
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left: 0;
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ul.is-style-list-check-circle li:before {
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/* Boxed list style */
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ul.is-style-list-boxed,
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ul.is-style-list-boxed li:last-child {
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margin-bottom: 0;
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<style id="wp-block-comments-inline-css">.wp-block-post-comments{box-sizing:border-box}.wp-block-post-comments .alignleft{float:left}.wp-block-post-comments .alignright{float:right}.wp-block-post-comments .navigation:after{clear:both;content:"";display:table}.wp-block-post-comments .commentlist{clear:both;list-style:none;margin:0;padding:0}.wp-block-post-comments .commentlist .comment{min-height:2.25em;padding-left:3.25em}.wp-block-post-comments .commentlist .comment p{font-size:1em;line-height:1.8;margin:1em 0}.wp-block-post-comments .commentlist .children{list-style:none;margin:0;padding:0}.wp-block-post-comments .comment-author{line-height:1.5}.wp-block-post-comments .comment-author .avatar{border-radius:1.5em;display:block;float:left;height:2.5em;margin-right:.75em;margin-top:.5em;width:2.5em}.wp-block-post-comments .comment-author cite{font-style:normal}.wp-block-post-comments .comment-meta{font-size:.875em;line-height:1.5}.wp-block-post-comments .comment-meta b{font-weight:400}.wp-block-post-comments .comment-meta .comment-awaiting-moderation{display:block;margin-bottom:1em;margin-top:1em}.wp-block-post-comments .comment-body .commentmetadata{font-size:.875em}.wp-block-post-comments .comment-form-author label,.wp-block-post-comments .comment-form-comment label,.wp-block-post-comments .comment-form-email label,.wp-block-post-comments .comment-form-url label{display:block;margin-bottom:.25em}.wp-block-post-comments .comment-form input:not([type=submit]):not([type=checkbox]),.wp-block-post-comments .comment-form textarea{box-sizing:border-box;display:block;width:100%}.wp-block-post-comments .comment-form-cookies-consent{display:flex;gap:.25em}.wp-block-post-comments .comment-form-cookies-consent #wp-comment-cookies-consent{margin-top:.35em}.wp-block-post-comments .comment-reply-title{margin-bottom:0}.wp-block-post-comments .comment-reply-title :where(small){font-size:var(--wp--preset--font-size--medium,smaller);margin-left:.5em}.wp-block-post-comments .reply{font-size:.875em;margin-bottom:1.4em}.wp-block-post-comments input:not([type=submit]),.wp-block-post-comments textarea{border:1px solid #949494;font-family:inherit;font-size:1em}.wp-block-post-comments input:not([type=submit]):not([type=checkbox]),.wp-block-post-comments textarea{padding:calc(.667em + 2px)}:where(.wp-block-post-comments input[type=submit]){border:none}</style>
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<style id="ollie-block-core-comments-inline-css">/* Comments
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--------------------------------------------- */
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.wp-block-post-comments .commentlist {
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margin-bottom: 40px;
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margin-top: 40px;
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}
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.wp-block-comment-template ol {
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padding-inline-start: var(--wp--preset--spacing--medium) !important;
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}
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.wp-block-comment-template > li {
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margin-left: 0;
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}
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.wp-block-post-comments .form-submit {
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margin-bottom: 0;
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}
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.comment-form-cookies-consent {
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font-size: var(--wp--preset--font-size--small);
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}
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.comment .avatar {
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margin-top: 8px;
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}
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.wp-block-comment-template + .wp-block-post-comments-form {
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margin-top: var(--wp--preset--spacing--large);
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}
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.wp-block-comments .wp-block-group:empty {
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display: none;
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}
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.wp-block-comments .wp-block-group:empty + .comment-respond {
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margin-top: 0;
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}
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.wp-block-comments-pagination-numbers > * {
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margin: 0 4px;
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}
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/* Comment Author Avatar
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--------------------------------------------- */
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.wp-block-post-comments .comment-author .avatar {
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height: 48px;
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margin-top: 2px;
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width: 48px;
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}</style>
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<link rel="stylesheet" id="wp-block-social-links-css" href="/wp-includes/blocks/social-links/style.min.css?ver=6.5.5" media="all">
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<style id="wp-block-separator-inline-css">@charset "UTF-8";.wp-block-separator{border:none;border-top:2px solid}.wp-block-separator.is-style-dots{background:none!important;border:none;height:auto;line-height:1;text-align:center}.wp-block-separator.is-style-dots:before{color:currentColor;content:"···";font-family:serif;font-size:1.5em;letter-spacing:2em;padding-left:2em}</style>
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<style id="ollie-block-core-separator-inline-css">/* Separator
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--------------------------------------------- */
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.wp-block-separator {
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opacity: 1;
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}
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.wp-block-separator:not(.is-style-dots),
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.wp-block-separator.has-background:not(.is-style-dots) {
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border-bottom: 1px solid currentColor;
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height: 1px;
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}
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.wp-block-separator.is-style-dots::before {
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font-family: sans-serif;
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font-size: var(--wp--preset--font-size--large);
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letter-spacing: 10px;
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padding-left: 10px;
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}
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hr.is-style-separator-dotted,
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.editor-styles-wrapper hr.is-style-separator-dotted {
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width: 100% !important;
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height: 1px !important;
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border: none !important;
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height: 1px !important;
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background-color: none !important;
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background: currentColor !important;
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background: repeating-linear-gradient(90deg,currentColor,currentColor 2px,transparent 2px,transparent 5px) !important;
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}
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.is-style-separator-thin {
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border: none !important;
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}</style>
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<style id="wp-emoji-styles-inline-css">img.wp-smiley, img.emoji {
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display: inline !important;
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border: none !important;
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box-shadow: none !important;
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height: 1em !important;
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width: 1em !important;
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margin: 0 0.07em !important;
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vertical-align: -0.1em !important;
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background: none !important;
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padding: 0 !important;
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}</style>
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<link rel="stylesheet" id="wp-block-library-css" href="/wp-includes/css/dist/block-library/common.min.css?ver=6.5.5" media="all">
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<link rel="stylesheet" id="dashicons-css" href="/wp-includes/css/dashicons.min.css?ver=6.5.5" media="all">
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<style id="global-styles-inline-css">body{--wp--preset--color--black: #000000;--wp--preset--color--cyan-bluish-gray: #abb8c3;--wp--preset--color--white: #ffffff;--wp--preset--color--pale-pink: #f78da7;--wp--preset--color--vivid-red: #cf2e2e;--wp--preset--color--luminous-vivid-orange: #ff6900;--wp--preset--color--luminous-vivid-amber: #fcb900;--wp--preset--color--light-green-cyan: #7bdcb5;--wp--preset--color--vivid-green-cyan: #00d084;--wp--preset--color--pale-cyan-blue: #8ed1fc;--wp--preset--color--vivid-cyan-blue: #0693e3;--wp--preset--color--vivid-purple: #9b51e0;--wp--preset--color--primary: #4d34fa;--wp--preset--color--main: #14111f;--wp--preset--color--secondary: #636381;--wp--preset--color--main-accent: #d0ccde;--wp--preset--color--primary-accent: #e4e1fe;--wp--preset--color--tertiary: #f6f6fc;--wp--preset--color--base: #fff;--wp--preset--gradient--vivid-cyan-blue-to-vivid-purple: linear-gradient(135deg,rgba(6,147,227,1) 0%,rgb(155,81,224) 100%);--wp--preset--gradient--light-green-cyan-to-vivid-green-cyan: linear-gradient(135deg,rgb(122,220,180) 0%,rgb(0,208,130) 100%);--wp--preset--gradient--luminous-vivid-amber-to-luminous-vivid-orange: linear-gradient(135deg,rgba(252,185,0,1) 0%,rgba(255,105,0,1) 100%);--wp--preset--gradient--luminous-vivid-orange-to-vivid-red: linear-gradient(135deg,rgba(255,105,0,1) 0%,rgb(207,46,46) 100%);--wp--preset--gradient--very-light-gray-to-cyan-bluish-gray: linear-gradient(135deg,rgb(238,238,238) 0%,rgb(169,184,195) 100%);--wp--preset--gradient--cool-to-warm-spectrum: linear-gradient(135deg,rgb(74,234,220) 0%,rgb(151,120,209) 20%,rgb(207,42,186) 40%,rgb(238,44,130) 60%,rgb(251,105,98) 80%,rgb(254,248,76) 100%);--wp--preset--gradient--blush-light-purple: linear-gradient(135deg,rgb(255,206,236) 0%,rgb(152,150,240) 100%);--wp--preset--gradient--blush-bordeaux: linear-gradient(135deg,rgb(254,205,165) 0%,rgb(254,45,45) 50%,rgb(107,0,62) 100%);--wp--preset--gradient--luminous-dusk: linear-gradient(135deg,rgb(255,203,112) 0%,rgb(199,81,192) 50%,rgb(65,88,208) 100%);--wp--preset--gradient--pale-ocean: linear-gradient(135deg,rgb(255,245,203) 0%,rgb(182,227,212) 50%,rgb(51,167,181) 100%);--wp--preset--gradient--electric-grass: linear-gradient(135deg,rgb(202,248,128) 0%,rgb(113,206,126) 100%);--wp--preset--gradient--midnight: linear-gradient(135deg,rgb(2,3,129) 0%,rgb(40,116,252) 100%);--wp--preset--gradient--purple: linear-gradient(135deg, #4D34FA, #ad34fa);--wp--preset--gradient--blue: linear-gradient(135deg, #0057FF, #31B5FF);--wp--preset--gradient--pink: linear-gradient(135deg, #FF007A, #FF81BD);--wp--preset--gradient--black: linear-gradient(135deg, #14111E, #4B4462);--wp--preset--gradient--heat: linear-gradient(135deg, #F32758, #FFC581);--wp--preset--font-size--small: clamp(1rem, 1rem + ((1vw - 0.2rem) * 0.34), 1.2rem);--wp--preset--font-size--medium: clamp(1.3rem, 1.3rem + ((1vw - 0.2rem) * 0.511), 1.6rem);--wp--preset--font-size--large: clamp(1.5rem, 1.5rem + ((1vw - 0.2rem) * 0.851), 2rem);--wp--preset--font-size--x-large: clamp(2rem, 2rem + ((1vw - 0.2rem) * 1.362), 2.8rem);--wp--preset--font-size--x-small: clamp(.9rem, 0.9rem + ((1vw - 0.2rem) * 0.17), 1rem);--wp--preset--font-size--base: clamp(1.13rem, 1.13rem + ((1vw - 0.2rem) * 0.289), 1.3rem);--wp--preset--font-size--xx-large: clamp(2.6rem, 2.6rem + ((1vw - 0.2rem) * 1.957), 3.75rem);--wp--preset--font-size--xxx-large: clamp(3rem, 3rem + ((1vw - 0.2rem) * 3.064), 4.8rem);--wp--preset--font-family--primary: Inter, sans-serif;--wp--preset--font-family--monospace: monospace;--wp--preset--spacing--20: 0.44rem;--wp--preset--spacing--30: 0.67rem;--wp--preset--spacing--40: 1rem;--wp--preset--spacing--50: 1.5rem;--wp--preset--spacing--60: 2.25rem;--wp--preset--spacing--70: 3.38rem;--wp--preset--spacing--80: 5.06rem;--wp--preset--spacing--small: clamp(.5rem, 2.5vw, 1rem);--wp--preset--spacing--medium: clamp(1.5rem, 4vw, 2rem);--wp--preset--spacing--large: clamp(2rem, 5vw, 3rem);--wp--preset--spacing--x-large: clamp(3rem, 7vw, 5rem);--wp--preset--spacing--xx-large: clamp(4rem, 9vw, 7rem);--wp--preset--spacing--xxx-large: clamp(5rem, 12vw, 9rem);--wp--preset--spacing--xxxx-large: clamp(6rem, 14vw, 13rem);--wp--preset--shadow--natural: 6px 6px 9px rgba(0, 0, 0, 0.2);--wp--preset--shadow--deep: 12px 12px 50px rgba(0, 0, 0, 0.4);--wp--preset--shadow--sharp: 6px 6px 0px rgba(0, 0, 0, 0.2);--wp--preset--shadow--outlined: 6px 6px 0px -3px rgba(255, 255, 255, 1), 6px 6px rgba(0, 0, 0, 1);--wp--preset--shadow--crisp: 6px 6px 0px rgba(0, 0, 0, 1);--wp--custom--font-weight--thin: 100;--wp--custom--font-weight--extra-light: 200;--wp--custom--font-weight--light: 300;--wp--custom--font-weight--regular: 400;--wp--custom--font-weight--medium: 500;--wp--custom--font-weight--semi-bold: 600;--wp--custom--font-weight--bold: 700;--wp--custom--font-weight--extra-bold: 800;--wp--custom--font-weight--black: 900;--wp--custom--line-height--none: 1;--wp--custom--line-height--tight: 1.1;--wp--custom--line-height--snug: 1.2;--wp--custom--line-height--normal: 1.5;--wp--custom--line-height--relaxed: 1.625;--wp--custom--line-height--loose: 2;--wp--custom--line-height--body: calc(1px + 2ex + 7px);}body { margin: 0;--wp--style--global--content-size: 740px;--wp--style--global--wide-size: 1260px; }.wp-site-blocks { padding-top: var(--wp--style--root--padding-top); padding-bottom: var(--wp--style--root--padding-bottom); }.has-global-padding { padding-right: var(--wp--style--root--padding-right); padding-left: var(--wp--style--root--padding-left); }.has-global-padding :where(.has-global-padding:not(.wp-block-block)) { padding-right: 0; padding-left: 0; }.has-global-padding > .alignfull { margin-right: calc(var(--wp--style--root--padding-right) * -1); margin-left: calc(var(--wp--style--root--padding-left) * -1); }.has-global-padding :where(.has-global-padding:not(.wp-block-block)) > .alignfull { margin-right: 0; margin-left: 0; }.has-global-padding > .alignfull:where(:not(.has-global-padding):not(.is-layout-flex):not(.is-layout-grid)) > :where([class*="wp-block-"]:not(.alignfull):not([class*="__"]),p,h1,h2,h3,h4,h5,h6,ul,ol) { padding-right: var(--wp--style--root--padding-right); padding-left: var(--wp--style--root--padding-left); }.has-global-padding :where(.has-global-padding) > .alignfull:where(:not(.has-global-padding)) > :where([class*="wp-block-"]:not(.alignfull):not([class*="__"]),p,h1,h2,h3,h4,h5,h6,ul,ol) { padding-right: 0; padding-left: 0; }.wp-site-blocks > .alignleft { float: left; margin-right: 2em; }.wp-site-blocks > .alignright { float: right; margin-left: 2em; }.wp-site-blocks > .aligncenter { justify-content: center; margin-left: auto; margin-right: auto; }:where(.wp-site-blocks) > * { margin-block-start: var(--wp--preset--spacing--medium); margin-block-end: 0; }:where(.wp-site-blocks) > :first-child:first-child { margin-block-start: 0; }:where(.wp-site-blocks) > :last-child:last-child { margin-block-end: 0; }body { --wp--style--block-gap: var(--wp--preset--spacing--medium); }:where(body .is-layout-flow) > :first-child:first-child{margin-block-start: 0;}:where(body .is-layout-flow) > :last-child:last-child{margin-block-end: 0;}:where(body .is-layout-flow) > *{margin-block-start: var(--wp--preset--spacing--medium);margin-block-end: 0;}:where(body .is-layout-constrained) > :first-child:first-child{margin-block-start: 0;}:where(body .is-layout-constrained) > :last-child:last-child{margin-block-end: 0;}:where(body .is-layout-constrained) > *{margin-block-start: var(--wp--preset--spacing--medium);margin-block-end: 0;}:where(body .is-layout-flex) {gap: var(--wp--preset--spacing--medium);}:where(body .is-layout-grid) {gap: var(--wp--preset--spacing--medium);}body .is-layout-flow > .alignleft{float: left;margin-inline-start: 0;margin-inline-end: 2em;}body .is-layout-flow > .alignright{float: right;margin-inline-start: 2em;margin-inline-end: 0;}body .is-layout-flow > .aligncenter{margin-left: auto !important;margin-right: auto !important;}body .is-layout-constrained > .alignleft{float: left;margin-inline-start: 0;margin-inline-end: 2em;}body .is-layout-constrained > .alignright{float: right;margin-inline-start: 2em;margin-inline-end: 0;}body .is-layout-constrained > .aligncenter{margin-left: auto !important;margin-right: auto !important;}body .is-layout-constrained > :where(:not(.alignleft):not(.alignright):not(.alignfull)){max-width: var(--wp--style--global--content-size);margin-left: auto !important;margin-right: auto !important;}body .is-layout-constrained > .alignwide{max-width: var(--wp--style--global--wide-size);}body .is-layout-flex{display: flex;}body .is-layout-flex{flex-wrap: wrap;align-items: center;}body .is-layout-flex > *{margin: 0;}body .is-layout-grid{display: grid;}body .is-layout-grid > *{margin: 0;}body{background-color: var(--wp--preset--color--base);color: var(--wp--preset--color--main);font-family: var(--wp--preset--font-family--primary);font-size: var(--wp--preset--font-size--medium);font-weight: var(--wp--custom--font-weight--regular);line-height: var(--wp--custom--line-height--body);--wp--style--root--padding-top: 0;--wp--style--root--padding-right: var(--wp--preset--spacing--medium);--wp--style--root--padding-bottom: 0;--wp--style--root--padding-left: var(--wp--preset--spacing--medium);}a:where(:not(.wp-element-button)){color: var(--wp--preset--color--main);text-decoration: underline;}h1, h2, h3, h4, h5, h6{font-family: var(--wp--preset--font-family--primary);font-weight: var(--wp--custom--font-weight--medium);line-height: var(--wp--custom--line-height--body);}h1{font-size: var(--wp--preset--font-size--xx-large);}h2{font-size: var(--wp--preset--font-size--x-large);}h3{font-size: var(--wp--preset--font-size--large);}h4{font-size: var(--wp--preset--font-size--medium);}h5{font-size: var(--wp--preset--font-size--base);}h6{font-size: var(--wp--preset--font-size--small);}.wp-element-button, .wp-block-button__link{background-color: var(--wp--preset--color--primary);border-radius: 5px;border-width: 0;color: var(--wp--preset--color--base);font-family: inherit;font-size: var(--wp--preset--font-size--small);font-weight: var(--wp--custom--font-weight--medium);line-height: inherit;padding-top: .5em;padding-right: 1em;padding-bottom: .5em;padding-left: 1em;text-decoration: none;}.wp-element-button:hover, .wp-block-button__link:hover{background-color: var(--wp--preset--color--primary);color: var(--wp--preset--color--base);text-decoration: underline;}.has-black-color{color: var(--wp--preset--color--black) !important;}.has-cyan-bluish-gray-color{color: var(--wp--preset--color--cyan-bluish-gray) !important;}.has-white-color{color: var(--wp--preset--color--white) !important;}.has-pale-pink-color{color: var(--wp--preset--color--pale-pink) !important;}.has-vivid-red-color{color: var(--wp--preset--color--vivid-red) !important;}.has-luminous-vivid-orange-color{color: var(--wp--preset--color--luminous-vivid-orange) !important;}.has-luminous-vivid-amber-color{color: var(--wp--preset--color--luminous-vivid-amber) !important;}.has-light-green-cyan-color{color: var(--wp--preset--color--light-green-cyan) !important;}.has-vivid-green-cyan-color{color: var(--wp--preset--color--vivid-green-cyan) !important;}.has-pale-cyan-blue-color{color: var(--wp--preset--color--pale-cyan-blue) !important;}.has-vivid-cyan-blue-color{color: var(--wp--preset--color--vivid-cyan-blue) !important;}.has-vivid-purple-color{color: var(--wp--preset--color--vivid-purple) !important;}.has-primary-color{color: var(--wp--preset--color--primary) !important;}.has-main-color{color: var(--wp--preset--color--main) !important;}.has-secondary-color{color: var(--wp--preset--color--secondary) !important;}.has-main-accent-color{color: var(--wp--preset--color--main-accent) !important;}.has-primary-accent-color{color: var(--wp--preset--color--primary-accent) !important;}.has-tertiary-color{color: var(--wp--preset--color--tertiary) !important;}.has-base-color{color: var(--wp--preset--color--base) !important;}.has-black-background-color{background-color: var(--wp--preset--color--black) !important;}.has-cyan-bluish-gray-background-color{background-color: var(--wp--preset--color--cyan-bluish-gray) !important;}.has-white-background-color{background-color: var(--wp--preset--color--white) !important;}.has-pale-pink-background-color{background-color: var(--wp--preset--color--pale-pink) !important;}.has-vivid-red-background-color{background-color: var(--wp--preset--color--vivid-red) !important;}.has-luminous-vivid-orange-background-color{background-color: var(--wp--preset--color--luminous-vivid-orange) !important;}.has-luminous-vivid-amber-background-color{background-color: var(--wp--preset--color--luminous-vivid-amber) !important;}.has-light-green-cyan-background-color{background-color: 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<h1 class="wp-block-post-title has-xx-large-font-size has-secondary-font-family">Review of Google’s Site Reliability Engineering Hierarchy</h1>
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<div style="font-style:normal;font-weight:500;" class="wp-block-post-author">
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<div class="wp-block-post-author__avatar"><img alt="" src="https://secure.gravatar.com/avatar/866c53414d1bade269e2c68b0538d9a3?s=48&d=mm&r=g" srcset="https://secure.gravatar.com/avatar/866c53414d1bade269e2c68b0538d9a3?s=96&d=mm&r=g 2x" class="avatar avatar-48 photo" height="48" width="48" decoding="async"></div>
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<div class="wp-block-post-author__content"><p class="wp-block-post-author__name">Ash Patel</p></div>
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</div>
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<p class="has-secondary-color has-text-color">·</p>
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<div style="font-style:normal;font-weight:500;" class="wp-block-post-date"><time datetime="2022-04-26T21:18:03+10:00">April 26, 2022</time></div>
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<div class="entry-content alignwide wp-block-post-content has-global-padding is-layout-constrained wp-block-post-content-is-layout-constrained">
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<p>Google’s book on SRE, <em>Site Reliability Engineering </em>(2016), has captured wide acclaim in the software operations world. </p>
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<p>One of the most discussed aspects in SRE circles about the book is its SRE hierarchy. The hierarchy has merit, but it’s also flawed in a way that would prevent you from educating people about SRE. </p>
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<p>I’ll get into this flaw later in the article. </p>
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<p>First, let’s see this hierarchy. Looks more like a pyramid, right?</p>
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<figure class="wp-block-image aligncenter is-resized"><img fetchpriority="high" decoding="async" src="https://lh3.googleusercontent.com/3gX2qgys2I-9HnEIvXUA10ed3AILvg5MclnKWBquEkJKP3g5_kD6WR7Ptwp3TwAGla1DuSmHv64MdTtACNLlArFVq7BwbTrTVhigsA=s900" alt="Service Reliability Hierarchy." width="450" height="390"><figcaption class="wp-element-caption"><a href="https://sre.google/sre-book/part-III-practices/">Google’s Site Reliability Engineering hierarchy</a></figcaption></figure>
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<p>That’s why I call it the SRE pyramid. The<strong> ‘hierarchy’ term is used because it plays on Maslow’s hierarchy of needs</strong>, also visualized as a pyramid.</p>
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<p>This article will analyze the different layers in the pyramid. </p>
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<p>I have visually remixed the pyramid into a pathway map with the hope that it’s easier to unpack and explain each layer’s properties. Here’s a quick peek at the visual remix:</p>
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<figure class="wp-block-image aligncenter size-large is-resized"><img decoding="async" src="/wp-content/uploads/SRE-maturity-model-part-1-782x1024.jpg" alt="" class="wp-image-556" width="196" height="256" srcset="/wp-content/uploads/SRE-maturity-model-part-1-782x1024.jpg 782w, /wp-content/uploads/SRE-maturity-model-part-1-229x300.jpg 229w, /wp-content/uploads/SRE-maturity-model-part-1-768x1006.jpg 768w, /wp-content/uploads/SRE-maturity-model-part-1-1172x1536.jpg 1172w, /wp-content/uploads/SRE-maturity-model-part-1-1563x2048.jpg 1563w, /wp-content/uploads/SRE-maturity-model-part-1-scaled.jpg 1954w" sizes="(max-width: 196px) 100vw, 196px"></figure>
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<p>Before I analyze further, let’s cover background information on the SRE book’s hierarchy design choice…</p>
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<h2 class="gb-headline gb-headline-ee80613d gb-headline-text" id="an-explainer-of-the-hierarchy-design">An explainer of the “hierarchy” design</h2>
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<p>As I mentioned earlier, <em>Maslow’s hierarchy of needs</em> inspires the design of the SRE hierarchy. I will assume you have no knowledge of the former. Let’s see what it looks like:</p>
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<figure class="wp-block-image is-resized"><img loading="lazy" decoding="async" src="https://upload.wikimedia.org/wikipedia/commons/6/60/Maslow%27s_Hierarchy_of_Needs.svg" alt="File:Maslow's Hierarchy of Needs.svg - Wikimedia Commons" width="640" height="480"><figcaption class="wp-element-caption">Source: <a href="https://commons.wikimedia.org/wiki/File:Maslow%27s_Hierarchy_of_Needs.svg">Wikimedia Commons</a></figcaption></figure>
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<p>You may be able to tell that Maslow’s hierarchy is grounded in behavioral psychology. Let’s explore this hierarchy because it will help us understand Google’s SRE hierarchy better:</p>
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<ul style="font-size:clamp(15.747px, 0.984rem + ((1vw - 3.2px) * 0.878), 24px);">
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<li>food, water, and shelter are at the bottom of the hierarchy, denoting them as a foundational need</li>
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<li>as you progress up the pyramid, you aim for needs that progressively move further away from mere survival mode</li>
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<li>the highest levels of needs are aspirational and define the character and more advanced levels of being</li>
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</ul>
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<p>Maybe now, you can make better sense of the design function of Google’s SRE <s>pyramid</s> hierarchy. But you may not have the luxury of explaining it like this to your peers.</p>
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<div style="clear:both; margin-top:0em; margin-bottom:1em;"><a href="/reduce-software-outage-risk-with-passive-guardrails/" target="_blank" rel="dofollow" class="u73cb4da0b6f9e82a008846760e923baf"><!-- INLINE RELATED POSTS 1/3 //--><style>.u73cb4da0b6f9e82a008846760e923baf { padding:0px; margin: 0; padding-top:1em!important; padding-bottom:1em!important; width:100%; display: block; font-weight:bold; background-color:#eaeaea; border:0!important; border-left:4px solid #34495E!important; text-decoration:none; } .u73cb4da0b6f9e82a008846760e923baf:active, .u73cb4da0b6f9e82a008846760e923baf:hover { opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; text-decoration:none; } .u73cb4da0b6f9e82a008846760e923baf { transition: background-color 250ms; webkit-transition: background-color 250ms; opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; } .u73cb4da0b6f9e82a008846760e923baf .ctaText { font-weight:bold; color:#464646; text-decoration:none; font-size: 16px; } .u73cb4da0b6f9e82a008846760e923baf .postTitle { color:#000000; text-decoration: underline!important; font-size: 16px; } .u73cb4da0b6f9e82a008846760e923baf:hover .postTitle { text-decoration: underline!important; }</style>
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<div style="padding-left:1em; padding-right:1em;">
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<span class="ctaText">Related article:</span> <span class="postTitle">Reduce software outage risk with passive guardrails</span>
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</div></a></div>
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<p>This is where the hierarchy’s design flaw sets in.</p>
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<p>Remember that some stakeholders control the budget and organizational capacity of your SRE efforts. People like executive sponsors and upper management. </p>
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<p>My experience shows that people like these want a straight answer. <em>“Don’t make me think</em>“.</p>
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<p>Many non-technical stakeholders will not admit it, but <strong>the pyramid formation will not make much sense to them</strong>. I’ve tested this out in real world conversations. People will not be named!</p>
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<p>For example, I learned that some senior leaders<strong> </strong>looked at the hierarchy and <strong>interpreted capacity planning as more urgent and important than incident response</strong>. </p>
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<p>Here’s the SRE hierarchy once again for quick reference:</p>
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<figure class="wp-block-image aligncenter is-resized"><img fetchpriority="high" decoding="async" src="https://lh3.googleusercontent.com/3gX2qgys2I-9HnEIvXUA10ed3AILvg5MclnKWBquEkJKP3g5_kD6WR7Ptwp3TwAGla1DuSmHv64MdTtACNLlArFVq7BwbTrTVhigsA=s900" alt="Service Reliability Hierarchy." width="450" height="390"><figcaption class="wp-element-caption"><a href="https://sre.google/sre-book/part-III-practices/">Google’s Site Reliability Engineering hierarchy</a></figcaption></figure>
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<p>Seeing that capacity planning was higher in the pyramid than incident response, their interest then prioritized that aspect rather than paying for on-call engineers. </p>
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<p>In most situations, incident response is an earlier and more fundamental need in software operations than setting more resources on capacity planning. </p>
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<p>See the problem with a misinterpreted “hierarchy”?</p>
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<p>The seminal book on change management, <em>Switch</em> by Dan and Chip Heath, highlights how a pyramid shape hierarchy needs to be more clearly defined to make sense.</p>
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<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
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<p>The problem with the pyramid? Only a [qualified person] could look at it and determine what a person should be [doing] on a day-to-day basis.</p>
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<cite>from Switch by Chip and Dan Heath </cite>
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</blockquote>
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<p>I’ve changed the terminology in the quote from [nutritionist] and [eating] to emphasize the general problem with the pyramid, of which the book goes into deep detail. </p>
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<p>What’s Chip and Dan’s suggestion for a more impactful way to drive change and action? </p>
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<p>A clear visual picture.</p>
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<p>In a Forbes interview, the interviewer noted a key message that Chip Heath repeated several times:</p>
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<blockquote class="wp-block-quote is-layout-flow wp-block-quote-is-layout-flow">
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<p>Throughout our interview, Chip used the word “picture” nearly a dozen times. And I realized how easy it is to visualize a group of doctors talking, rather than just writing in a medical chart. </p>
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<cite><a href="https://www.forbes.com/sites/robertpearl/2014/05/08/decisive-author-chip-heath-on-doctors-diets-and-the-dangers-of-overconfidence/?sh=627e30ad3fdf">‘Decisive’ Author Chip Heath On Doctors, Diets And The Dangers Of Overconfidence</a> by Robert Pearl MD</cite>
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</blockquote>
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<p>It’s also my own trial and error experience as <a href="https://www.srepath.com/about/">a seasoned operations director</a> that clearly visualized models have more impact in driving new initiatives. </p>
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<div style="clear:both; margin-top:0em; margin-bottom:1em;"><a href="/sre-not-monolithic-role/" target="_blank" rel="dofollow" class="u06dbe34c50abeca0b8dd51be045cab6a"><!-- INLINE RELATED POSTS 2/3 //--><style>.u06dbe34c50abeca0b8dd51be045cab6a { padding:0px; margin: 0; padding-top:1em!important; padding-bottom:1em!important; width:100%; display: block; font-weight:bold; background-color:#eaeaea; border:0!important; border-left:4px solid #34495E!important; text-decoration:none; } .u06dbe34c50abeca0b8dd51be045cab6a:active, .u06dbe34c50abeca0b8dd51be045cab6a:hover { opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; text-decoration:none; } .u06dbe34c50abeca0b8dd51be045cab6a { transition: background-color 250ms; webkit-transition: background-color 250ms; opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; } .u06dbe34c50abeca0b8dd51be045cab6a .ctaText { font-weight:bold; color:#464646; text-decoration:none; font-size: 16px; } .u06dbe34c50abeca0b8dd51be045cab6a .postTitle { color:#000000; text-decoration: underline!important; font-size: 16px; } .u06dbe34c50abeca0b8dd51be045cab6a:hover .postTitle { text-decoration: underline!important; }</style>
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<div style="padding-left:1em; padding-right:1em;">
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<span class="ctaText">Related article:</span> <span class="postTitle">SRE is not a monolithic role</span>
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</div></a></div>
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<p>A pathway visual is the simplest and most engaging method to describe the necessary capabilities. Like this one that I drew up earlier this year:</p>
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<div style="height:24px" aria-hidden="true" class="wp-block-spacer"></div>
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<figure class="wp-block-image aligncenter size-large is-resized"><img loading="lazy" decoding="async" src="/wp-content/uploads/SRE-maturity-model-part-1-782x1024.jpg" alt="" class="wp-image-556" width="587" height="768" srcset="/wp-content/uploads/SRE-maturity-model-part-1-782x1024.jpg 782w, /wp-content/uploads/SRE-maturity-model-part-1-229x300.jpg 229w, /wp-content/uploads/SRE-maturity-model-part-1-768x1006.jpg 768w, /wp-content/uploads/SRE-maturity-model-part-1-1172x1536.jpg 1172w, /wp-content/uploads/SRE-maturity-model-part-1-1563x2048.jpg 1563w, /wp-content/uploads/SRE-maturity-model-part-1-scaled.jpg 1954w" sizes="(max-width: 587px) 100vw, 587px"><figcaption class="wp-element-caption">Sidenote: SREpath.com used to be cruform.com</figcaption></figure>
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<p>Looks like a maturity model right? </p>
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<p>This way lends itself well for starting engaging multi-stakeholder conversations about SRE. A clearer conversation is more likely to form than through a straight-up technical conversation.</p>
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<p>The same technical speak that is like catnip for engineers and engineering managers may bore or confuse less technical stakeholders and leaders. I write from experience. </p>
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<p>But <strong>be warned about pitfalls in following the maturity model path rigidly</strong>. </p>
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<p>First of all, SRE is a continually moving set of capabilities, not a finish line. </p>
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<p>You risk backlash from more experienced Site Reliability Engineers (SREs) if you follow the above path like a prescription. </p>
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<p>That’s the exact response response I got when I posted this visual on a <a href="https://www.reddit.com/r/sre/comments/u6xpl6/sre_maturity_model_part_1/">popular discussion forum for Site Reliability Engineers</a>. </p>
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<p>Most feedback was overwhelmingly positive but there were some countering comments. These comments highlighted criticisms that I want to address here.</p>
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<div class="gb-grid-wrapper gb-grid-wrapper-2f29ec36">
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<div class="gb-grid-column gb-grid-column-1467311a"><div class="gb-container gb-container-1467311a"><div class="gb-inside-container">
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<p><strong>Critical feedback: </strong> “It’s a good theoretical model in a vacuum, but on-the-job experience has shown me that you don’t always get to handle these in that order.”</p>
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<p><strong>Response:</strong> I wouldn’t expect to dictate that the model be deployed in the order I’ve outlined it. Every model is good in theory until it hits the real world of competing interests, capabilities, and ambitions. </p>
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<p>This simplified model of Google’s SRE hierarchy serves two purposes: (1) as a conversation starter and (2) implying that capabilities should be addressed progressively by new teams rather than all at once.</p>
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</div></div></div>
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</div>
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<div class="gb-grid-wrapper gb-grid-wrapper-29767842">
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<div class="gb-grid-column gb-grid-column-bc5a7599"><div class="gb-container gb-container-bc5a7599"><div class="gb-inside-container">
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<p><strong>Critical feedback: </strong> “SRE is not a linear process, but a feedback loop where each of these areas (primarily 1-4) are improved incrementally with continuous effort. The notion that you shouldn’t automate “test & release process” until you’ve “mastered observability” is absurd.”</p>
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<div style="clear:both; margin-top:0em; margin-bottom:1em;"><a href="/starting-sre-at-startups-and-smaller-organizations/" target="_blank" rel="dofollow" class="u5740d9cea1816276d029cfd63fcd2cc0"><!-- INLINE RELATED POSTS 3/3 //--><style>.u5740d9cea1816276d029cfd63fcd2cc0 { padding:0px; margin: 0; padding-top:1em!important; padding-bottom:1em!important; width:100%; display: block; font-weight:bold; background-color:#eaeaea; border:0!important; border-left:4px solid #34495E!important; text-decoration:none; } .u5740d9cea1816276d029cfd63fcd2cc0:active, .u5740d9cea1816276d029cfd63fcd2cc0:hover { opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; text-decoration:none; } .u5740d9cea1816276d029cfd63fcd2cc0 { transition: background-color 250ms; webkit-transition: background-color 250ms; opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; } .u5740d9cea1816276d029cfd63fcd2cc0 .ctaText { font-weight:bold; color:#464646; text-decoration:none; font-size: 16px; } .u5740d9cea1816276d029cfd63fcd2cc0 .postTitle { color:#000000; text-decoration: underline!important; font-size: 16px; } .u5740d9cea1816276d029cfd63fcd2cc0:hover .postTitle { text-decoration: underline!important; }</style>
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<div style="padding-left:1em; padding-right:1em;">
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<span class="ctaText">Related article:</span> <span class="postTitle">Starting SRE at startups and smaller organizations</span>
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</div></a></div>
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<p><strong>Response:</strong> I agree that SRE is not a linear process. This is one of many lenses through which I see SRE, and I want to offer people the choice to take on. </p>
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<p>My personal experience has proven a pathway approach to make the whole implementation an easier pill to swallow in complex organizations.</p>
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<p>A few things to consider regarding observability <em>vs</em> test and release from an organization design perspective:</p>
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<ul>
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<li>Sure, if you have a strong case for test and release procedures first, why not? But most leaders I have <em>personal experience</em> working with would cave in on their engineers without the prerequisite of having guiding data (that observability offers)</li>
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<li>Another way to see it: observability is a technical exercise with upper management not knowing or caring how you do it… when you start talking about setting policy or procedures, that becomes a sociotechnical exercise involving input from developers, team leads, managers, and ultimately egos and ambitions – with raw data from observability, you can argue for a better path</li>
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</ul>
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</div></div></div>
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<div style="height:24px" aria-hidden="true" class="wp-block-spacer"></div>
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<p>I will explore my visual pathway map in a future post. For now, enjoy greater clarity around Google’s SRE hierarchy. </p>
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<div class="abh_name fn name" itemprop="name" style="font-size:20px !important;"><a class="url" target="_blank" rel="nofollow">Ash Patel</a></div>
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<span class="title" style="font-size:18px !important;">Reliability Nut</span> at <span class="org" style="font-size:18px !important;"><a href="https://www.srepath.com/" target="_blank">SREpath</a></span>
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<div class="description note abh_description" itemprop="description" style="font-size:18px !important;">Ash has an unhealthy obsession with software reliability. Maybe it’s got to do with the trauma of working at a few companies where software kept slowing or went down while he worked to turn it around. His ma hopes that he can one day turn this passion into a respectable job or business. Still waiting…</div>
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</div> </section><section class="abh_posts_tab abh_tab"><div class="abh_image"><a class="url" target="_blank" title="Ash Patel" rel="nofollow"><img decoding="async" src="/wp-content/uploads/gravatar/3.jpeg" class="photo" width="250" alt="Ash Patel"></a></div>
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<div class="abh_name" style="font-size:20px !important;">Latest posts by Ash Patel <span class="abh_allposts">(<a href="/author/kashaup/">see all</a>)</span>
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<div class="abh_description note"><ul> <li style="font-size:18px !important;"> <a href="/sre-2016-book-reaction-chapter-1-part-1-3/">#34 From Cloud to Concrete: Should You Return to On-Prem?</a><span> – March 26, 2024</span> </li> <li style="font-size:18px !important;"> <a href="/sre-2016-book-reaction-chapter-1-part-1-2/">#33 Inside Google’s Data Center Design</a><span> – March 19, 2024</span> </li> <li style="font-size:18px !important;"> <a href="/platform-engineering-role-software-operations/">#32 Clarifying Platform Engineering’s Role (with Ajay Chankramath)</a><span> – March 14, 2024</span> </li>
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