Journal of Modern Business Administration

The transition of digital operations from traditional IT Service Management (ITSM) to Site Reliability Engineering (SRE) reflects a paradigm shift from process compliance to engineering-driven reliability. Although Service Level Agreements (SLAs) have long served as the cornerstone of service assurance, emerging distributed architectures and intelligent networked systems have exposed their limitations. This study examines the evolution of reliability metrics from SLAs to Service Level Objectives (SLOs) and error budgets, with a particular focus on their practical implementation in large-scale video networking and Internet of Things (IoT) environments. By integrating theoretical analysis with operational insights, the research explores how metric evolution enhances service resilience, automation capability, and user experience. Results indicate that compared with traditional SLA models, SRE-oriented metric systems improve incident response efficiency by 35% and reduce downtime variance by 42%. The study concludes that SLAs alone are no longer sufficient in modern IT ecosystems; instead, a hybrid governance framework integrating quantitative reliability engineering and adaptive feedback mechanisms is required to achieve sustainable digital operations.

IT service management; Site reliability engineering; SLA; SLO; Error budget; Digital operations; Reliability metrics; IoT