Owner Olivia - JTBD Canvas
| Component | Description |
|---|---|
| Job Statement (Core JTBD) | When owning and operating a customer-facing service in production, I want to gain reliable, unified, and actionable observability into my service’s behaviour, so I can detect issues early, resolve incidents quickly, and confidently deliver a resilient experience to users. |
| Functional Jobs | • Instrument services easily using OpenTelemetry • Gain unified visibility across logs, metrics, and traces • Diagnose performance degradations and failures quickly • Establish and monitor SLOs/SLIs • Understand service dependencies and cross-service impact • Support incident response with clear, actionable insights • Reduce operational toil and manual setup |
| Emotional Jobs | • Feel confident that my service is healthy and reliable • Reduce stress during incidents through clear, trusted telemetry • Avoid fear of deploying changes without visibility |
| Social Jobs | • Demonstrate operational maturity to leadership and SRE teams • Earn trust from peers by being a reliable service owner • Show that my team follows best practices in engineering excellence |
| Pain Points / Struggling Moments | • Missing or inconsistent instrumentation • Dashboard and alert sprawl across multiple tools • Slow incident triage due to poor context • High learning curve for observability tooling • Difficulty defining meaningful SLOs • Manual, repetitive setup for telemetry and dashboards |
| Desired Outcomes | • Reliable, correlated telemetry signals • Fast, accurate root-cause identification • Clear SLO/SLA performance visibility • Reduced incident frequency and MTTR • Simplified instrumentation and onboarding • Lower operational overhead |
| Success Metrics | • MTTR / MTTD reduction • % of services fully instrumented with OTel • Reduction in alert noise • SLO adherence and error budget usage • Incident frequency trends • Time saved on debugging and setup |
| Drivers | • Growing service complexity and distributed architectures • Increasing customer expectations for reliability • Pressure to ship faster without harming stability |
| Constraints | • Limited observability expertise • Fragmented tooling ecosystems • Time constraints due to product delivery • Dependency on platform/SRE teams for guidance |
| Opportunity Areas | • Unified observability platform • Automated OTel instrumentation and setup • SLO templates and guided workflows • Cross-service dependency visualisation • Standardised dashboards and alerts • Incident-focused insights and timeline stitching |