Why OBS (Outcome-Based Services)?
Enterprises don’t buy kubernetes clusters or model weights, they buy outcomes. The OBS playbook encodes those outcomes before work begins. We tie SLAs and KPIs to ROI with a cadence that never goes out of date:
- Daily Ops Reviews keep services green.
- Monthly Business Reviews (MBR) connect tech health to cost and CX.
- Quarterly Business Reviews (QBR) rebalance investment to what’s working.
At my firm, this approach helped scale from a 50-person boutique to a 700-employee, 15-location enterprise serving 150+ clients—with run-ops costs down 25–35%, availability at 99.9%+, CSAT at 80%+, and $10M+ in renewals and expansions.
Step 1: Encode Outcomes
- Define business outcomes: time-to-value, churn reduction, NRR lift, cost-to-serve.
- Translate into SLOs and error budgets per service.
- Document DoD (definition of done): tests, data quality, security, explainability, and acceptance criteria.
Step 2: Standardize the Ways of Working
- Reference architectures that 80/20 your stack decisions.
- Migration runbooks with traffic-shift and rollback plans.
- Analytics accelerators for common use cases (e.g., personalization, operational dashboards).
- FinOps guardrails: rightsizing, autoscaling, lifecycle policies, reservations—reviewed monthly against value, not just cost.
Step 3: Operate, Review, Reinvest
- Ops telemetry rolls up into green/yellow/red summaries the CFO understands.
- MBR/QBR focus on: What proved value? What missed? What do we stop, start, scale?
- Funding shifts follow evidence, not opinions.
Field Notes from Real Programs
- Iconic global motorcycle manufacturer: Unified customer data + use-case analytics cut time-to-insight from weeks to days, enabling targeted personalization and new revenue plays.
- Top-5 U.S. academic medical center: GCP modernization shrank data syncs 24h → 4–6h with 0 data-load failures and 99.9%+ availability, improving research reporting and grant compliance.
- Global remittance & payments network: Portfolio SRE habits reduced MTTR and stabilized CX; reliability became a board-level dial through error budgets and change policy.
Avoid These Traps
- Model Theater: fancy demos without DoD gates for data quality, drift, and cost.
- SLA Soup: commitments that don’t affect behavior. If your SLA doesn’t change how you staff, deploy, or approve changes, it’s noise.
- One-off Savings: FinOps is a habit. Guardrails + monthly cost-to-value reviews convert 15–20% savings into the new baseline.
What Good Looks Like
- An executive dashboard showing SLOs, error budgets, MTTR, CFR, unit economics, and a top-3 ROI narrative.
- A catalog of outcome-priced services with clear acceptance criteria.
- A culture where teams celebrate deleting unused resources as much as shipping features.
Bottom line: OBS is how you make AI/Data/Cloud pay rent. Encode outcomes, standardize how you work, and run the cadence. The rest is commentary.