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<h1 class="glue-headline glue-headline--headline-3 glue-mod-spacer-5-top glue-mod-spacer-5-bottom">
The Art of SLOs
<p>This page is also available in <a href="/intl/ja_jp/resources/practices-and-processes/art-of-slos/">日本語</a><p>
</h1>
<h2 class="glue-headline glue-headline--headline-4 glue-mod-spacer-2-bottom glue-mod-spacer-5-top">Introduction</h2>
<div class="slos-content__variant">
<p class="slos-content-first-item">The Art of SLOs is a workshop developed by Google's <a href="https://cloud.google.com/blog/products/gcp/introducing-a-new-era-of-customer-support-google-customer-reliability-engineering" rel="noopener noreferrer" target="_blank">Customer Reliability Engineering</a> team. The goal of the workshop is to introduce participants to the way Google measures service reliability&mdash;in terms of <a href="https://cloud.google.com/blog/products/gcp/availability-part-deux-CRE-life-lessons" rel="noopener noreferrer" target="_blank">Service Level Indicators (SLIs) and Service Level Objectives (SLOs)</a>&mdash;and give them some hands-on experience with creating these measures in practice. These are important, fundamental concepts: it is far easier to have a meaningful conversation about the reliability of a service when you have an objective way of measuring that reliability.</p>
</div>
<div class="slos-content-modal-video">
<a class="glue-modal__video-container career-modal-trigger" href="#" title="Art of slos">
<img alt="measures service reliability" class="careers-video-image" height="300" role="img" src="https://lh3.googleusercontent.com/AYkOCZpaXliz5hZ0gAvfriWly6IjYlKrnn2MURM0arosMtjPQfPafA_Zt_1ndSUtMNVPRHdzQXMZFHKi-0RcccbzEcBqsQyQjD5IJE45ezrMLV40-D7X=w1490" width="536">
<svg alt="" class="glue-modal__video--icon glue-icon" id="video-youtube-red" role="presentation" viewBox="0 0 24 24"><path d="M23.74 7.1s-.23-1.65-.95-2.37c-.91-.96-1.93-.96-2.4-1.02C17.04 3.47 12 3.5 12 3.5s-5.02-.03-8.37.21c-.46.06-1.48.06-2.39 1.02C.52 5.45.28 7.1.28 7.1S.04 9.05 0 10.98V13c.04 1.94.28 3.87.28 3.87s.24 1.65.96 2.38c.91.95 2.1.92 2.64 1.02 1.88.18 7.91.22 8.12.22 0 0 5.05.01 8.4-.23.46-.06 1.48-.06 2.39-1.02.72-.72.96-2.37.96-2.37s.24-1.94.25-3.87v-2.02c-.02-1.93-.26-3.88-.26-3.88zM9.57 15.5V8.49L16 12.13 9.57 15.5z" fill="#f00"></path><polygon fill="#fff" points="9.6,15.5 9.6,8.5 16,12.1 "></polygon>
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<div class="slos-content__variant">
<p>In the theoretical part of the workshop, participants learn how setting a target that describes the desired reliability of their services can resolve the organizational tension that so often arises between development and operations teams. They are shown how SLOs and Error Budgets can be used to measure and manage the reliability of a service in a data-driven, objective and user-focused manner. The workshop takes a technical turn as participants are given a brief introduction to the qualities that make for good SLIs. Finally, the session wraps up with an application of the four-step process for developing SLIs to a simple interaction users have with the server-side infrastructure of a fictional mobile game.</p>
<p>The practical part of the workshop asks participants to apply what they've learned to more complex interactions between the users of the game and its infrastructure. Each interaction has a particular twist that challenges them to think hard about what the user expects, and how to find a good proxy measure for how well the service meets those expectations. Finally, they're given example answers, which they can compare to their own progress and reasoning.</p>
</div>
<h2 class="glue-headline glue-headline--headline-4 glue-mod-spacer-2-bottom glue-mod-spacer-5-top">Target Audience</h2>
<div class="slos-content__variant"><p>The workshop content is relatively technical and primarily aimed at development and operations engineers and their immediate management. However, you'll have the best results if you can include technically-minded product people and business leaders as well. SLO targets need to be set with your users in mind, and error budgets can only resolve organizational tensions if the consequences for exceeding them have executive backing.</p>
<p>If you don't have a whole team to educate, you might be interested in our <a href="https://goo.gle/sre-slos-coursera" rel="noopener noreferrer" target="_blank">Measuring and Managing Reliability course on Coursera</a>, which is a more thorough, self-paced dive into the world of SLIs, SLOs and error budgets.</p></div>
<h2 class="glue-headline glue-headline--headline-4 glue-mod-spacer-5-top glue-mod-spacer-2-bottom">Workshop Materials</h2>
<div class="glue-grid">
<div class="glue-grid__col glue-grid__col--span-4 glue-grid__col--span-12-md glue-mod-spacer-5-bottom">
<div class="slos-content">
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<div class="bgd7b370ef5f0a598751a6b4065079db4d slos-content__icon"></div>
<h2 class="slos-content__slos-item-link glue-mod-spacer-2-bottom glue-headline glue-headline--headline-5">
<a href="https://goo.gle/sre-art-of-slos-slides" target="_blank" rel="noopener noreferrer" title="The Art of SLOs – Slides" aria-label="The Art of SLOs – Slides" class="no-decoration">
The Art of SLOs – Slides
</a>
</h2>
<div class="slos-content__variant">
<p class="glue-caption glue-mod-spacer-2-bottom">The presentation and the backbone of the workshop. It contains the training content that prepares participants for the practical exercises. There are detailed speaker notes for presenters that make it possible to deliver the workshop with minimum preparation.</p>
</div>
</div>
<div class="slos-content__slos-item-material slos-content-gutter">
<div class="glue-mod-spacer-2-bottom glue-grid__col--span-4">
<svg role="img" aria-hidden="true" class="icons" alt="">
<use xlink:href="/static/img/glue-icons.svg#pdf"></use>
</svg>
<a href="https://static.googleusercontent.com/media/sre.google/en//static/pdf/art-of-slos-slides.pdf" target="_blank" rel="noopener noreferrer" class="slos-content__icon slos-content-icon-text no-decoration" title="PDF version of these slides, without speaker notes" aria-label="PDF version of these slides, without speaker notes">
PDF version of these slides, without speaker notes
</a>
</div>
</div>
</div>
</div>
<div class="glue-grid__col glue-grid__col--span-4 glue-grid__col--span-12-md glue-mod-spacer-5-bottom">
<div class="slos-content">
<div class="slos-content__slos-item">
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<h2 class="slos-content__slos-item-link glue-mod-spacer-2-bottom glue-headline glue-headline--headline-5">
<a href="https://goo.gle/sre-art-of-slos-handbook" target="_blank" rel="noopener noreferrer" title="The Art of SLOs – Participant Resources" aria-label="The Art of SLOs – Participant Resources" class="no-decoration">
The Art of SLOs – Participant Resources
</a>
</h2>
<div class="slos-content__variant">
<p class="glue-caption glue-mod-spacer-2-bottom">A 28-page printable handbook to give to each workshop participant on the day of training. It contains reference material that is useful both during the workshop and more generally when creating SLOs for services, as well as the backstory and technical details of the fictional mobile game necessary for the practical exercises.</p>
</div>
</div>
<div class="slos-content__slos-item-material slos-content-gutter glue-grid">
<div class="glue-mod-spacer-2-bottom glue-grid__col--span-4">
<svg role="img" aria-hidden="true" class="icons" alt="">
<use xlink:href="/static/img/glue-icons.svg#pdf"></use>
</svg>
<a href="https://static.googleusercontent.com/media/sre.google/en//static/pdf/art-of-slos-handbook-a4.pdf" target="_blank" rel="noopener noreferrer" class="slos-content__icon slos-content-icon-text no-decoration" title="Handbook-A4" aria-label="Handbook-A4">
Handbook-A4
</a>
</div>
<div class="glue-mod-spacer-2-bottom glue-grid__col--span-4 slos-content__letter">
<svg role="img" aria-hidden="true" class="icons" alt="">
<use xlink:href="/static/img/glue-icons.svg#pdf"></use>
</svg>
<a href="https://static.googleusercontent.com/media/sre.google/en//static/pdf/art-of-slos-handbook-letter.pdf" target="_blank" rel="noopener noreferrer" class="slos-content__icon slos-content-icon-text no-decoration" title="Handbook-Letter" aria-label="Handbook-Letter">
Handbook-Letter
</a>
</div>
<div class="glue-mod-spacer-2-bottom glue-grid__col--span-4">
<svg role="img" aria-hidden="true" class="icons" alt="">
<use xlink:href="/static/img/glue-icons.svg#pdf"></use>
</svg>
<a href="https://static.googleusercontent.com/media/sre.google/en//static/pdf/art-of-slos-handbook-a5.pdf" target="_blank" rel="noopener noreferrer" class="slos-content__icon slos-content-icon-text no-decoration" title="Handbook-A5" aria-label="Handbook-A5">
Handbook-A5
</a>
</div>
<div class="glue-mod-spacer-2-bottom glue-grid__col--span-4">
<svg role="img" aria-hidden="true" class="icons" alt="">
<use xlink:href="/static/img/glue-icons.svg#pdf"></use>
</svg>
<a href="https://static.googleusercontent.com/media/sre.google/en//static/pdf/art-of-slos-handbook-halfletter.pdf" target="_blank" rel="noopener noreferrer" class="slos-content__icon slos-content-icon-text no-decoration" title="Handbook-Half-Letter" aria-label="Handbook-Half-Letter">
Handbook-Half-Letter
</a>
</div>
</div>
<a href="https://goo.gle/sre-art-of-slos-worksheet" target="_blank" rel="noopener noreferrer" title="SLO Worksheet" aria-label="SLO Worksheet" class="slos-content__worksheet">
<img src="https://kstatic.googleusercontent.com/files/8f23372303ec6b910235e64734eae9d9ed699e01de332f293c7c928a3734398ce309577551658bc5ead11b13d1cb8e6ec7428676e6e57b67d3c64c4afc595a2c" alt="" width="24" height="24">SLO Worksheet
</a><div class="slos-content__slos-item-material glue-grid glue-mod-spacer-2-top slos-content__worksheet">
<div class="glue-mod-spacer-2-bottom glue-grid__col--span-4">
<svg role="img" aria-hidden="true" class="icons" alt="">
<use xlink:href="/static/img/glue-icons.svg#pdf"></use>
</svg>
<a href="https://static.googleusercontent.com/media/sre.google/en//static/pdf/art-of-slos-worksheet-a4.pdf" target="_blank" rel="noopener noreferrer" class="slos-content__icon slos-content-icon-text no-decoration" title="SLO Worksheet A4" aria-label="SLO Worksheet A4">
SLO Worksheet A4
</a>
</div>
<div class="glue-mod-spacer-2-bottom glue-grid__col--span-4">
<svg role="img" aria-hidden="true" class="icons" alt="">
<use xlink:href="/static/img/glue-icons.svg#pdf"></use>
</svg>
<a href="https://static.googleusercontent.com/media/sre.google/en//static/pdf/art-of-slos-worksheet-letter.pdf" target="_blank" rel="noopener noreferrer" class="slos-content__icon slos-content-icon-text no-decoration" title="SLO Worksheet Letter" aria-label="SLO Worksheet Letter">
SLO Worksheet Letter
</a>
</div>
</div>
<a href="https://goo.gle/sre-slo-cheatsheet" target="_blank" rel="noopener noreferrer" title="SLO Cheatsheet" aria-label="SLO Cheatsheet" class="slos-content__cheatsheet">
<img src="https://kstatic.googleusercontent.com/files/16981ed33c6ec23489ee4a96d642c608e2cfa487f442429e20d5a34ef67e27c755557f17588b31eadf0ee6e43e29b9a36bc984c6c63f1a774f26e85acf57770e" alt="" width="32" height="32">SLO Cheatsheet
</a> </div>
</div>
<div class="glue-grid__col glue-grid__col--span-4 glue-grid__col--span-12-md glue-mod-spacer-5-bottom">
<div class="slos-content">
<div class="slos-content__slos-item">
<style>
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background-image: url(https://kstatic.googleusercontent.com/files/7d4b1a9b07a5fff88f44e1f4b21edc1007aa9f31d448773b941769502636f4780546cf1a18df5b64ec6dff0a3f50f1542845ad40e45b25897fe780a58650ac58);
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<div class="bgb91a2b62944ce19db0b52c62ac54a9a6 slos-content__icon"></div>
<h2 class="slos-content__slos-item-link glue-mod-spacer-2-bottom glue-headline glue-headline--headline-5">
<a href="https://goo.gle/sre-art-of-slos-facilitator-handbook" target="_blank" rel="noopener noreferrer" title="The Art of SLOs – Facilitator Resources" aria-label="The Art of SLOs – Facilitator Resources" class="no-decoration">
The Art of SLOs – Facilitator Resources
</a>
</h2>
<div class="slos-content__variant">
<p class="glue-caption glue-mod-spacer-2-bottom">The facilitator’s handbook for planning and running an Art of SLOs workshop. It contains—spoiler alert!—long-form example SLOs, with detailed rationales for the decisions made, for two of the more complex and challenging interactions participants are asked to develop SLOs for.</p>
</div>
</div>
<div class="slos-content__slos-item-material slos-content-gutter glue-grid">
<div class="glue-mod-spacer-2-bottom glue-grid__col--span-4">
<svg role="img" aria-hidden="true" class="icons" alt="">
<use xlink:href="/static/img/glue-icons.svg#pdf"></use>
</svg>
<a href="https://static.googleusercontent.com/media/sre.google/en//static/pdf/art-of-slos-howto-a4.pdf" target="_blank" rel="noopener noreferrer" class="slos-content__icon slos-content-icon-text no-decoration" title="Handbook A4" aria-label="Handbook A4">
Handbook A4
</a>
</div>
<div class="glue-mod-spacer-2-bottom glue-grid__col--span-4 slos-content__letter">
<svg role="img" aria-hidden="true" class="icons" alt="">
<use xlink:href="/static/img/glue-icons.svg#pdf"></use>
</svg>
<a href="https://static.googleusercontent.com/media/sre.google/en//static/pdf/art-of-slos-howto-letter.pdf" target="_blank" rel="noopener noreferrer" class="slos-content__icon slos-content-icon-text no-decoration" title="Handbook Letter" aria-label="Handbook Letter">
Handbook Letter
</a>
</div>
<div class="glue-mod-spacer-2-bottom glue-grid__col--span-4">
<svg role="img" aria-hidden="true" class="icons" alt="">
<use xlink:href="/static/img/glue-icons.svg#pdf"></use>
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Handbook A5
</a>
</div>
<div class="glue-mod-spacer-2-bottom glue-grid__col--span-4">
<svg role="img" aria-hidden="true" class="icons" alt="">
<use xlink:href="/static/img/glue-icons.svg#pdf"></use>
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Handbook Half-Letter
</a>
</div>
</div>
</div>
</div>
</div>
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