Define good
How mature are your operations?
Fifteen honest questions across the guide's five SP5 areas: Policy, People, Process, Pillar and Platform. The result lands you on its journey from complaint-based to SLA-based operations, with the chapters to read next.
Policy
Is your policy outdated? Have you defined good?
We have written SLAs per class of service, with financial remedy, that tenants can hold us to
Performance thresholds are defined per VM (the four indicators), one shared benchmark across classes
Classes of service differ by price, overcommit and nines, not by threshold
People
How skilful is the team vs the need, and how is it organised?
Level 1 (NOC) and Level 2 (platform specialists) are distinct roles with distinct duties
Level 2 works to prevent alerts, not just respond: insight over alerts
An operations manager owns the SLA conversation with tenants
Process
How effective are the key processes?
A daily health check runs every morning with the goal of preventing the day’s alerts
Alerts are guard rails, not the starting point of operations; they are rapid, real and rare
Operations are driven by measured SLIs, not by user complaints
Pillar
How mature is each pillar: availability, performance, capacity, compliance, cost?
Performance is quantified as a KPI (0-100), tracked at 20-second granularity, not argued anecdotally
Availability is measured per VM (operational vs actual), with exclusions agreed in writing
Capacity decisions use measured demand and time remaining, not gut feel
Platform
The technology under the workloads, and the tools the team operates with.
VCF Operations dashboards are purpose-built per persona (NOC, platform, leadership), not generic
The 20-second peak metrics are in use, so short bursts are not missed
KPIs and SLIs are implemented as super metrics, computed by the platform, not by hand
Where you stand
0 of 15 answered - the radar fills in as you go.
0%
Complaint-based operations
metrics based on user complaints; alert-driven, reactive and firefighting. The first step out is a KPI: one common policy for all.
Complaint
KPI
SLA