Measurement
These practices measure an operating model to decide if it's worthy of further investment. The cost effectiveness of business outcome protection is an informative, actionable measure of an operating model.
Leading and trailing measures can be used to gauge progress in deployment throughput, service reliability, and learning culture. It's important to select measures that are holistic, actionable, and do not create the wrong incentives. See Measuring Continuous Delivery by Steve Smith.
These practices are linked to our principles of operating models are insurance for business outcomes and operating models are powered by feedback.
Measure deployment throughput
Measure the deployment throughput of digital services as:
Measure service reliability
Measure the reliability of digital services as:
Financial loss protection effectiveness is a measure we've used with customers to gauge the cost effectiveness of You Build It You Run It at scale. It's a check of projected financial loss per incident that is unrealised, because the actual time to restore is faster than the projected time to restore. It's a comparison that can be made between digital services, product teams, and even operating models.
In the earlier furniture retailer example, there was a furniture retailer example with a bedroom digital service. It had a maximum financial exposure of $200K per hour, and a 99.0% availability target.
Assume the bedroom service is unavailable for 30 mins, and the incident financial loss is calculated as $100K. The tolerable unavailability per week for 99.0% is 1 hour 41 mins, which would have produced a $336K incident financial loss. Financial loss protection can therefore be calculated as 70% of a projected incident financial loss was unrealised, as $236K of a theoretical $336K was protected by a faster than expected time to restore.
For more on measuring financial loss protection effectiveness, see our case study on How to do digital transformation at John Lewis & Partners.
Measure learning culture
Measure the progress of a learning culture as:
Trends in post-incident reviews are of particular interest. Usage in training materials and citations in internal company documents could also be included. See Markers of progress in incident analysis by John Allspaw.
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