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Introducing service level management

Manage SLOs and SLIs with a powerful recommendation engine and personalized views

Published 5 min read

Today, we’re announcing that service levels are now generally available as part of New Relic One. Service level management provides cross-organizational teams a common definition of reliability and gives site reliability engineers, developers, IT admins, and business leaders a way to easily define, consume, and iterate on service level indicators (SLIs) and service level objectives (SLOs).

A single-click setup and our powerful recommendation engine can take the complexity and manual legwork away from establishing SLOs and SLIs. Now the entire organization can stay informed on SLO compliance, error budgets, and SLI attainment, with both operational day-to-day views for engineers and period-over-period reports for business leaders. Teams can take action around service level concerns by connecting to alert workflows and the additional system context provided in New Relic One.

 

Easily set up your service levels 

Deciding where to start when setting up service levels from scratch is a large hurdle. But with New Relic One, you can automatically establish a baseline of service level performance and reliability for any service. With a one-click setup, you get recommendations and customizations in a simple, guided flow.

Define reliability across teams 

New Relic's SLO and SLI recommendations can help you avoid difficult alignment processes. The recommendations help you define reliability in several ways:

  • Determine service boundaries and critical application and infrastructure components. 
  • Set reliability benchmarks automatically based on recent performance metrics in any entity. 
  • Proactively organize your response to the most crucial problems.

Iterate and improve your service levels

With full-stack context and automation through Terraform, teams have insight into how specific nodes or services impact system reliability, and can quickly take control and improve their performance. Views tailored for both service owners and business leaders drive operational efficiency and lead to better reporting, alerting, and incident management processes.

Standardize reliability 

Cross-organizational teams gain a unified, transparent view of service reliability, and can better comply with customer-facing service level agreements (SLAs). SLO compliance metrics and error budgets give organizations a cohesive way to report on reliability and implement changes across applications, infrastructure, and teams.

What customers are saying

More than 1,500 users tried service level management capabilities during our beta program and beyond, and we’ve already received some amazing feedback. 

With service level management in New Relic One, our teams, from SRE all the way up to the C-Suite, can become autonomous while tracking and reporting on a consistent set of metrics, providing the company with a holistic view of its complex portfolio of products and services.
Developers are at the heart of every part of our customer experience, and New Relic service level management empowers our developers to write code and proactively build reliability in a secure way.
At Zip Co, our payments platform relies on best-of-breed technology to create a strong, digital customer experience. Our engineering teams define and measure service level indicators and objectives as part of our Site Reliability Engineering practice to provide the best experience for our customers and partners. The New Relic service level management solution makes it very easy to do this with a simple and easy to understand interface to help us track error budgets.

How to get started

Managing service level definitions and visualizations can be difficult if you’re starting from scratch. It’s like writing a long paper—it’s always harder to get started when the page is blank.

If you’re looking to quickly establish a baseline for SLIs and SLOs in New Relic One, just follow these steps:

  1. Log in to New Relic and select APM from the navigation menu at the top.
  2. Select the service entity where you’d like to establish SLIs.
  3. Then, on the left-hand menu, scroll down under Reports and select the Service Levels.
  4. You should see a screen similar to this:

From here, all you do is select the Add baseline service level objectives button. After a single click, you can sit back and relax and let New Relic do the work for you. 

Here’s an example of the recommendations you’ll see: