Assessments - The Practice of Cloud System Administration - page 427

• How do you know if the monitoring system itself is down?
• How do you know if the data used to calculate key performance indicators (KPIs)
is fresh? Is there a dashboard that shows measurement freshness and accuracy?
• If there is a corporate standard practice for this OR, what is it and how does this
service comply with the practice?
Level 1: Initial
• No SLOs are documented.
• If there is monitoring, not everything is monitored, and there is no way to check
completeness.
• Systems and services are manually added to the monitoring system, if at all: there
is no process.
• There are no dashboards.
• Little or no measurement or metrics.
• You think customers are happy but they aren't.
• It is common (and rewarded) to enact optimizations that benefit a person or small
group to the detriment of the larger organization or system.
• Departmental goals emphasize departmental performance to the detriment of or-
ganizational performance.
Level 2: Repeatable
• The process for creating machines/server instances assures they will be monitored.
Level 3: Defined
• SLOs are documented.
• Business KPIs are defined.
• The freshness of business KPI data is defined.
• A system exists to verify that all services are monitored.
• The monitoring system itself is monitored (meta-monitoring).
Level 4: Managed
• SLOs are documented and monitored.
• Defined KPIs are measured.