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Ensono SRE Framework

Introduction

The Ensono SRE Framework defines the principles, practices and operational standards that guide how SRE services are designed, transitioned, operated and improved.

The framework exists to create a shared understanding of what SRE means within Ensono, how it differs from traditional SRE models, and what is required across the organisation to deliver reliable managed services successfully.

Ensono SRE operates within a managed service model. Unlike internal product-focused SRE teams, Ensono SRE supports platforms delivered by project teams for external clients. This creates additional considerations around production readiness, standardisation, communication, contractual commitments and collaboration across multiple teams.

This framework documents the practices required to address these challenges and establish a consistent approach to delivering SRE services.

Using This Documentation

This documentation is organised into several areas, each covering a different aspect of the Ensono SRE model.

The framework is intended for anyone involved in designing, delivering, transitioning or operating services through SRE.

The recommended starting point for all readers is:

SRE vs Ensono SRE

This page provides the context required to understand the difference between traditional SRE models and the Ensono SRE operating model.

Understanding this difference is important because many of the practices and requirements within this framework exist due to the unique challenges of operating a managed service across multiple clients, platforms and delivery teams.

Framework Documentation

The main framework documentation defines the standards, practices and processes that support successful SRE delivery.

It covers areas including:

  • The Ensono SRE operating model.
  • Service lifecycle management.
  • Commercial engagement.
  • Delivery requirements.
  • Transition into SRE.
  • Operational practices.
  • Client collaboration.
  • Engineering standards.
  • Continuous improvement.

These pages define what good looks like and provide guidance for teams involved throughout the lifecycle of an SRE managed service.

Lessons Learned

The Lessons Learned section captures recurring challenges identified across SRE engagements.

These documents are not standalone processes. They explain why specific practices and requirements exist within the framework.

Each lesson describes:

  • The issue that has been observed.
  • The impact it creates.
  • The underlying causes.
  • The practices required to address it.

Examples include:

  • Lack of early SRE involvement.
  • Lack of standardisation.
  • Lack of communication standards.
  • Ambiguity in contracts and Statements of Work.
  • Lack of production readiness.

These lessons help shape the framework by identifying areas where improved consistency, earlier engagement or clearer ownership are required.

The lessons learned should be viewed as a continuous improvement mechanism. As new challenges are identified, they should be captured and used to evolve the framework.

For Delivery Teams

The Delivery Teams section provides a starting point for delivery teams working with SRE.

Delivery teams have a significant influence on the long-term operational success of a platform. The decisions made during discovery, design and delivery directly affect how effectively SRE can operate the service after transition.

This section directs delivery teams to the areas of the framework that are most relevant to them, including:

  • Early SRE engagement.
  • Production readiness.
  • Observability requirements.
  • Operational documentation.
  • Transition planning.
  • Knowledge transfer.

The aim is to help delivery teams build platforms that are ready to be operated as managed services.

For Commercial Teams

The Commercial Teams section provides guidance for teams involved in client engagement, contracts and Statements of Work.

Commercial decisions define many of the expectations that SRE must deliver against after transition.

This section directs commercial teams to the areas of the framework that are most relevant to them, including:

  • Defining service scope.
  • Establishing realistic service commitments.
  • Understanding production readiness requirements.
  • Defining communication standards.
  • Planning transition activities.
  • Establishing clear responsibilities.

The aim is to make sure commercial commitments align with the operational reality of delivering an SRE managed service.

Continuous Improvement

The Ensono SRE Framework is intended to evolve.

The environments supported by SRE continue to change, and new operational challenges will continue to emerge.

Lessons learned, operational experience and feedback from teams across Ensono should continue to inform improvements to the framework.

The goal is to create a consistent approach that enables SRE teams, delivery teams, commercial teams and clients to work together effectively to deliver reliable services.