Application Management Services

The Benefits of Implementing SRE for Your Organization and Customers

By: Veera Venkata Naga Ravi Krishna Desaraju

Publish Date: January 30, 2024

Application Management for Customer Delight and More:

Amidst soaring customer expectations, businesses are increasingly turning to innovative solutions to ensure their applications function seamlessly and contribute to elevated customer satisfaction. We are talking about a breed of leaders for whom downtime is not just a technical glitch; it’s potential revenue loss and a hit to brand credibility. Conventional approaches to IT management often fall short in mitigating outages, leading to frustrated users and eroded trust. Site Reliability Engineering (SRE) can do much more than traditional IT management for your application’s reliability and performance.

As businesses aim for higher availability and reliability, the traditional divide between development and operations is no longer sustainable. SRE bridges this gap, permeating a culture that values collaboration, transparency, and continuous improvement. SRE emphasizes proactive measures to prevent issues, ensuring a robust and resilient application ecosystem.

Originating from Google in 2003 and later popularized through their seminal book in 2016, SRE isn’t just a methodology; it’s a fusion of practices, tools, and cultural philosophies meticulously designed to enhance the reliability of your business’ services. SRE aligns development and operations teams with a singular focus—enhancing customer delight. Today, software services are intricately tied to user experience, and the reliability factor has become dominant, making SRE a compelling choice for businesses of all sizes.

Unifying Forces:

SRE, foremostly, unites software and operations teams in the pursuit of crafting reliable but also resilient and scalable systems. And the advantages of implementing SRE extend far beyond mere incident reduction. For instance, SRE can also reduce or remove much of the natural friction between development teams who want to release new or updated software into production continually and operations teams who don’t want to release any update or new software without being sure it won’t cause outages or other operations.

Here are some scenarios when you might consider SRE for application management:

  • Reliability and availability: SRE can improve the reliability and availability of your service.
  • Business criticality: You can prioritize applications for SRE support based on revenue or other business criticality.
  • Continuous improvement: SRE can help you understand how the software delivery value chain works and how to ensure agility and reliability.


SRE is a strategic move that brings tangible business benefits, positioning organizations for sustained growth and resilience.

Enhanced Reliability and Performance: SRE promotes a relentless focus on reliability. By continually refining processes and leveraging automation, organizations witness a significant improvement in system reliability and application performance.

Efficiency through Automation: Through implementing automation, SRE enables organizations to streamline repetitive tasks, reducing the likelihood of human error. This accelerates incident resolution and frees up valuable resources to focus on strategic initiatives.

Cost Optimization: Opting for SRE resources over traditional L1 and L2 support for Application Management Services (AMS) can be met with skepticism due to perceived higher costs. However, it’s crucial to revisit this notion, recognizing that the initial investment in SRE resources translates into long-term cost optimization. SRE enhances operational efficiency, minimizes downtime, and automates tasks, resulting in substantial savings over time. The expense associated with SRE is an investment in reliability, scalability, and sustainability, aligning with the evolving needs of modern organizations aiming for robust, future-ready systems. In essence, the upfront cost of SRE is a strategic move towards sustained growth and resilience, outweighing its perceived expense through long-term efficiency gains.

Scalability and Flexibility: As businesses grow, so do their technological requirements. SRE provides a scalable framework that adapts to changing demands, ensuring that applications remain resilient and responsive irrespective of scale.

SRE in the Times of AIOps

The SRE and Artificial Intelligence for IT Operations (AIOps) is intelligent application management. SRE leverages AIOps capabilities to predict and prevent incidents, providing unequaled visibility into the application ecosystem.

In the journey to AIOps, SRE facilitates the transition by combining automation, data analytics, and machine learning. This ensures swift incident response and empowers organizations to make data-driven decisions, optimizing their entire IT landscape.

The Human Touch in SRE

The human element in SRE remains irreplaceable. SRE instills an ethos of continuous learning, collaboration, and adaptability. It encourages teams to learn from incidents, share insights, and constantly evolve processes to stay ahead of emerging challenges. Moreover, the recent integration of ChatGPT within SRE processes enhances human-computer interaction. Intelligent conversations with ChatGPT facilitate swift issue resolution, empower users with self-service options, and contribute to a more seamless customer experience.

By implementing an SRE-driven strategy incorporating proactive monitoring and automating routine tasks, businesses have reportedly achieved a remarkable 30% reduction in incident-related customer complaints within the first year.

Implementing SRE:

SRE is a versatile practice that seamlessly integrates into any organization’s model. As your SRE practice matures, strategic investments in hiring and tooling can elevate your practices to new heights. Implementation can be gradual, addressing specific needs such as incident response or team alignment with SLOs. Cultural changes, integral to SRE, yield substantial benefits without significant financial investments.

The Ultimate Goal: Happy Customers:

Many tech companies and startups have adopted SRE to improve the reliability and performance of their services. Organizations like Netflix, Amazon, Dropbox, LinkedIn, Airbnb, IBM, and Mozilla have implemented SRE practices.

SRE is more common at larger web companies, as small companies often don’t operate at a scale that would require dedicated SREs. However, SRE adoption continues to be on the rise for all businesses irrespective; while managing the complexities of managing applications and services, the ultimate goal remains constant—happy customers. SRE provides the framework to prioritize actions based on customer happiness. Balancing development velocity with reliability is a continuous challenge, and SRE introduces error budgets to guide this delicate equilibrium. The journey might seem challenging, but the destination is a landscape of satisfied users and a robust, future-ready organization.

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