reliability-scorecard

name	reliability-scorecard
enabled	true
description	Use when performing reliability scorecard — produces a comprehensive reliability scorecard for a service or system, evaluating it across multiple dimensions including availability, latency, durability, and operational readiness. Use this template to establish a baseline, track improvements over time, and benchmark services against organizational standards.
required_connections	[{"prefix":"monitoring","label":"Monitoring Platform"},{"prefix":"incident-mgmt","label":"Incident Management Tool"}]
config_fields	[{"key":"service_name","label":"Service Name","required":true,"placeholder":"e.g., payment-gateway"},{"key":"tier","label":"Service Tier","required":true,"placeholder":"e.g., Tier 1 (Critical)"},{"key":"scoring_period","label":"Scoring Period","required":true,"placeholder":"e.g., Q1 2026"}]
features	["RELIABILITY","SCORECARD","SRE_OPS"]

Reliability Scorecard

Phase 1: Data Collection

Gather metrics for each reliability dimension across the scoring period.

• Availability: Uptime percentage and total downtime minutes
• Latency: p50, p95, p99 response times
• Error rate: Percentage of failed requests
• Durability: Data loss events (count and severity)
• Incident count: Total incidents by severity (SEV1-SEV4)
• MTTR: Mean time to recovery per severity level
• MTTD: Mean time to detection per severity level
• Change failure rate: Percentage of deployments causing incidents

Phase 2: Scoring

Rate each dimension on a 1-5 scale.

Dimension	Score (1-5)	Target	Actual Metric	Notes
Availability		99.9%
Latency (p99)		<200ms
Error Rate		<0.1%
Durability		Zero loss
MTTD		<5 min
MTTR		<30 min
Change Failure Rate		<5%
On-call Burden		<2 pages/week
Documentation		Current
Disaster Recovery		Tested

Scoring Guide:

Score	Meaning
5	Exceeds target consistently. Industry-leading.
4	Meets target. Minor gaps only.
3	Approaching target. Known improvement areas.
2	Below target. Active remediation needed.
1	Significantly below target. Immediate action required.

Phase 3: Gap Analysis

For each dimension scoring 3 or below:

1. • Identify root causes for underperformance
2. • List specific improvement initiatives
3. • Estimate effort and timeline for each initiative
4. • Assign owners

Phase 4: Comparison

• Compare to previous scoring period
• Identify dimensions with improving/declining trends
• Benchmark against other services of the same tier

Counter-Rationalizations

Shortcut	Counter	Why
"We can skip some steps for this case"	Adapt the workflow steps, don't skip them	Skipped steps are where incidents and oversights originate
"The user seems to already know what to do"	Complete all workflow phases with the user	The workflow catches blind spots that experience alone misses
"This is a minor case, full process is overkill"	Scale the process down, don't turn it off	Minor cases become major when unstructured; the process scales, not disappears
"I'll fill in the details later"	Complete each section before moving on	Deferred details are forgotten; real-time capture is more accurate
"The template output isn't necessary"	Always produce the structured output format	Structured output enables comparison, audit trails, and handoff to other teams

Output Format

Scorecard Summary

• Service: ___
• Tier: ___
• Period: ___
• Overall Score: ___ / 50
• Grade: A (45-50) / B (38-44) / C (30-37) / D (20-29) / F (<20)

Trend

Dimension	Previous	Current	Delta

Action Items

• Address all dimensions scoring 1-2 within 30 days
• Create improvement plans for dimensions scoring 3
• Share scorecard with service owners and stakeholders
• Schedule next scorecard review for end of next period