04 Insights
Ideas on architecture, operations and measuring what matters.
Practical perspectives from more than 20 years of designing and running enterprise technology.
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A Modern Managed Services Operating Framework
A seven layer model that moves managed services beyond SLAs and KPIs. It runs from governance and strategy at the foundation to business outcomes at the top, with 28 measurable parameters showing how each layer drives the results the business cares about.
L7Business Outcomes
L6Continuous Improvement
L5Reliability Engineering (SRE)
L4Automation, AIOps and Observability
L3People, Process and Technology
L2ITIL 4, ISO 20000 and ISO 27001
L1Governance and Strategy
SLAs tell you whether the service was delivered. Layer measures tell you whether the service is getting better. Outcome measures tell you whether the business is getting better.