通过SLOs驱动的文化和平台改造服务的可靠性

At Salesforce, Trust is our number-one value, and it has its own special meaning to each part of the company. In our Technology, Marketing, & Products (TMP) organization, a big part of Trust is providing highly reliable Salesforce experiences to our customers, which can be challenging because of the scale of the Salesforce infrastructure, its range of tech stacks, and the many products that those tech stacks support. Because of that challenge — and because TMP must gauge reliability at both that high level (across products) and from a zoomed-in view (for individual services supporting those products) — agreeing on what “highly reliable” means and how to measure it is absolutely critical. So just as Salesforce employees refer to standardized branding guidelines to speak the same product language, we also need standardized service ownership guidelines to ensure that we’re speaking the same reliability language. This blog post is about the Salesforce journey to framing reliability in terms of service-level indicators (SLIs) and objectives (SLOs), which are often used in the enterprise software business to represent the true customer experience in a clear, quantitative, and actionable way.

在Salesforce，"信任 "是我们的首要价值，它对公司的每个部分都有其特殊的意义。在我们的技术、营销和产品（TMP）组织中，信任的很大一部分是为我们的客户提供高度可靠的Salesforce体验，由于Salesforce基础设施的规模、其技术栈的范围以及这些技术栈所支持的许多产品，这可能是一个挑战。由于这种挑战--而且因为TMP必须在高层次（跨产品）和从放大的视角（支持这些产品的个别服务）来衡量可靠性--就 "高度可靠 "的含义和如何衡量它达成一致是绝对关键的。因此，正如Salesforce的员工参照标准化的品牌准则来使用相同的产品语言一样，我们也需要标准化的服务所有权准则来确保我们使用相同的可靠性语言。这篇博文讲述了Salesforce用服务级别指标（SLI）和目标（SLO）来构建可靠性的历程，这些指标在企业软件业务中经常被用来以清晰、量化和可操作的方式表示真实的客户体验。

Understanding the “Before” Picture of Service Ownership

了解服务所有权的 "之前 "情况

In the past, teams stored SLOs in custom dashboards, documents, and a mix of other resources, all of which had to be manually updated by data analysts. Those analysts spent hours upon hours updating health metrics across the Salesforce product lines, and finding health metrics for a given team was also difficult. That search meant reaching out to colleagues and scanning ...