• Ensure that the application and all of its associated ServiceNow Store applications have valid ServiceNow entitlements. For more information, see Get entitlement for a ServiceNow product or application.
• SR Ops requires the following ServiceNow product. Ensure that the product is installed before you install SR Ops.

  ITSM Standard product

  The IT Service Management (ITSM) solution provides scalable workflows to manage and deliver IT services to your users. See IT Service Management.

• SR Ops requires the following plugins. Ensure that these plugins are activated before you install SR Ops.

  Required ServiceNow plugins

  Event Management plugin (com.glideapp.itom.snac)

  The Event Management application enables users to create cases proactively from alerts either manually or through automation.

  • For correct operation, the SR Ops-Managed Alert alert management rule must be the first rule to run (order=1).
  • Any items matched against the rule are excluded from processing by following alert management rules (intended operation).

• The following plugin is optional but recommended. Ensure that the plugin is activated before you install SR Ops.

  Notify (com.snc.notify)

  Notify provides platform features for workflow-driven voice calls, conference calls, and SMS messages. See Optional: Set up SMS and voice notifications.

  Nota:

  If you do not install and configure Notify, you can only use the email notifications.

• SR Ops requires the following ServiceNow Store application. Ensure that the application is installed before you install SR Ops.

  Alert Rules Management plugin (sn_em_arm)

  The Alert Rules Management application enables Event Management users to respond automatically to alerts. An alert management rule determines the required alert response, such as to open an incident, knowledge base article, open a task, and launch remediation action. Alert rules management help you respond to alerts. You can create filters to specify conditions for the rule so that the remedial action specified in the rule takes effect only when the conditions are met. For example, launch the required subflow or open an incident based on an alert. The alert’s execution history is automatically updated to indicate the actions. Ensure you are either in the Paris Patch 7 or Quebec Patch 1 release version.

  Event Management Connectors

  The Event Management Connectors app enables Application Performance Management (APM) tool to send alerts to SR Ops. The APM tools enable organizations to monitor the performance metrics of their business critical applications, receive timely alerts in case of performance issues, and generate reports for periodic performance analysis. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

Role required: sro_admin or sro_manager