Reliability metrics in SLO Management
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Summary of Reliability metrics in SLO Management
Reliability metrics in SLO Management enable ServiceNow customers to monitor and manage the health and performance of their services effectively. These metrics support tracking service reliability, responding to issues proactively, and aligning with business goals by visualizing service states, error budgets, and service level objectives (SLOs).
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Service reliability dashboard
The Service reliability dashboard provides a customizable overview of all services managed within Service Reliability Management (SRM). It displays visualizations of service performance, including SLOs and error budgets over time, helping teams maintain service health and respond to reliability concerns.
Customers can access this dashboard via the Service Operations Workspace through the Services or Home menus. Additionally, SLO information is available on the Services Overview tab.
Notification destinations
Notification destinations allow teams to stay informed about service reliability events. By attaching these destinations to error budget policies, notifications are sent automatically when a policy breach occurs, enabling timely response and resolution.
These can be managed within the Service Operations Workspace under Teams settings, allowing customization to fit team workflows.
Reliability metrics tab
This tab provides detailed insights into how specific services meet their reliability goals by tracking SLOs, service level indicators (SLIs), and error budgets. Customers can create and edit these metrics to tailor monitoring and alerting according to their service requirements.
Access to this tab is available in the Service Operations Workspace under individual service records.
Service level objectives table
The table on the Reliability metrics tab summarizes key details of each service’s SLOs, including:
- Name: The SLO identifier with link to detailed record.
- Reliability: Current health status such as stable, at risk, or critical.
- % Error budget remaining: Indicator of how much error budget is left in the compliance period.
- Compliance period: Time frame for performance evaluation (monthly or rolling days).
- SLI type: Measures availability, errors, latency, or system saturation.
- Source type: Data origin, including alerts or outages (excluding planned maintenance).
- Updated and Updated by: Metadata about the last modification.
- State: Current status of the SLO (e.g., running or retired).
Note that historical SLO and SLI data older than one year is archived and eventually deleted after five years, keeping the data current and system performance optimized.
Learn about the reliability metrics and features that can help you track service health, respond to issues, and support business goals.
Service reliability dashboard
The Service reliability dashboard displays a customizable, high-level view of service performance. It helps you monitor and manage reliability using visualizations that track service states, error budgets, and service level objectives (SLOs) over time.
The dashboard displays information about all services in Service Reliability Management (SRM). You can access the dashboard in Service Operations Workspace in the following ways:
- Navigate to Services (
) > Service reliability. - Navigate to Home (
) > Service reliability
Notification destinations
Notification destinations help keep teams informed about service reliability. Attach them to error budget policies to send notifications when a policy is breached.
To view and manage notification destinations in Service Operations Workspace, navigate to .
Visit the following links to learn more about creating and working with notification destinations:
Reliability metrics tab
The Reliability metrics tab shows how well a specific service is meeting its reliability goals. Use it to track SLOs, service level indicators (SLIs), and error budgets for a service.
To view the Reliability metrics tab in Service Operations Workspace, navigate to Services () > [Your service] > Reliability Metrics.
See these links to learn more about what you can do in the Reliability metrics tab:
Service level objectives table
On the Reliability metrics tab, the Service level objectives table includes the following details about the service SLOs:
- Name - Name of the SLO. You can select the name to view the SLO record.
- Reliability - Current state of the SLO. For example, stable, at risk, or critical.
- % Error budget remaining - Percentage of the error budget still available in the current compliance period.
- Compliance period - Time window used to calculate performance:
- Month - Current month, for example, if the current date is January 26, the month is January 1 through January 31.
- Rolling 7, 30, or 90 days - Number of days from the current date. For example, for rolling 7 days, the duration is 7 days back from the current date.
- SLI type - Performance category being measured:
- Availability - Percentage of time your service or configuration item is available, also known as uptime.
- Errors - Frequency of your service errors.
- Latency - Time that it takes to service a request.
- Saturation - Fullness of your system, focusing on resource usage.
- Source type - Origin of the data used to calculate the SLIs for this SLO:
- Alert - Uses alerts from integrated monitoring tools.
- Outage - Uses outages detected by monitoring tools and reported by users. An outage indicates when the service was unavailable. This source type excludes planned outages, such as scheduled maintenance.
- Updated - The date and time the SLO was last edited.
- Updated by - The user name of the person who last edited the SLO.
- State - Status of the SLO. For example, running or retired.