Owner Oliva - JTBD Statements
Master JTBD Statement
When owning and operating a customer-facing service in production,
I want to have clear, unified, and trustworthy observability into how my service behaves,
so I can detect issues early, resolve incidents quickly, and confidently deliver a reliable user experience.
JTBD-1: Instrument My Service Reliably
When setting up telemetry for my service,
I want to instrument logs, metrics, and traces with minimal effort and complexity,
so I can ensure consistent visibility without becoming an observability expert.
JTBD-2: Detect and Diagnose Issues Quickly
When my service begins to degrade or fail,
I want to understand what’s happening and why using correlated signals,
so I can restore service health quickly and reduce customer impact.
JTBD-3: Operate Against Clear SLOs
When monitoring my service day to day,
I want to track meaningful SLOs and error budgets,
so I can prioritise reliability work and make informed release decisions.
JTBD-4: Reduce Operational Toil
When managing observability workflows (alerts, dashboards, instrumentation),
I want to avoid repetitive manual setup,
so I can focus more time on product delivery and less on operational overhead.
JTBD-5: Understand Dependencies & Impact
When investigating issues in a distributed system,
I want to see how my service interacts with others,
so I can identify upstream/downstream causes and collaborate effectively during incidents.
Emotional Jobs
EJ-1: Confidence in Service Health
When assessing the stability of my service,
I want to feel confident that telemetry is complete, accurate, and actionable,
so I can deploy and operate with peace of mind.
EJ-2: Calm During Incidents
When facing high-severity outages,
I want to rely on clear signals rather than guesswork,
so I can stay calm, make decisions quickly, and reduce stress.
Social Jobs
SJ-1: Demonstrate Operational Excellence
When interacting with SREs or engineering leadership,
I want to show that my service is well-instrumented and reliable,
so I can build trust in my ownership and engineering practices.
SJ-2: Collaborate Effectively in Incidents
When working in cross-team incident response,
I want to provide accurate data and context,
so I can support faster resolution and stronger post-incident outcomes.