Service-Level Indicator (SLI) Measure

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A Service-Level Indicator (SLI) Measure is a performance metric that quantifies the quality and performance of an IT service (IT system).



References

2024

  • https://incident.io/blog/six-key-service-level-indicators
    • NOTES:
      1. SLIs are quantitative measures that evaluate the level of service provided by internal teams or service providers, helping to maintain customer satisfaction and operational efficiency.
      2. Response time is a critical SLI metric that measures the time taken by a system or service to respond to a specific request, influencing user experience and satisfaction.
      3. Error rate refers to the number of unsuccessful requests out of the total made during a specific time frame, allowing teams to identify and resolve recurring issues affecting system performance.
      4. Service availability focuses on the system's ability to process successful requests and is essential for maintaining user trust and satisfaction.
      5. System throughput quantifies the amount of work a system can handle within a given time frame, helping teams identify bottlenecks and ensure optimal capacity and efficiency.
      6. Response latency measures the delay before a response begins and is closely related to response time, with high latency disrupting user experience and making a service seem slow and unresponsive.
      7. Compliance is an SLI metric that measures how well services align with external standards and regulations, shaping customer trust, mitigating risk, and informing strategies.