Working with SRM services
Summarize
Summary of Working with SRM services
Service Reliability Management (SRM) enables ServiceNow customers to manage and monitor the health and reliability of their services, which represent functional outcomes owned by teams (e.g., networking, payments, HR). Each service can include technical components or shared infrastructure elements. SRM integrates with multiple monitoring tools to prioritize, route, and escalate alerts until acknowledged, helping teams respond efficiently to service issues.
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When adding or creating a service in SRM, it must correspond to an actual service in your infrastructure. Associating teams and policies with each service facilitates clear responsibility assignment, automates response workflows, and targets notifications effectively. The service state is inherited from existing records or defaults to None when newly created.
Key Features
- Services Overview Tab: Displays cards and lists showing metrics such as the number of services managed, services with active incidents or critical alerts, services with open changes, and those with low error budget (under 25%).
- Service Metrics: Includes business criticality, open alerts and incidents, and remaining error budget percentage, which tracks allowable SLO consumption and assists in managing release velocity.
- Customizable List Views: Users can group, filter, sort, edit, and export service data for tailored monitoring and reporting.
- Service Reliability Dashboard: Provides a customizable overview of high-level service performance through visualizations.
- Integration with Monitoring Tools: The Integrations Launchpad connects SRM services to various monitoring systems, ensuring real-time alert and incident management.
- Service Lifecycle Management: Options to add new services, edit existing service details including ownership and support teams, and remove services no longer tracked in SRM.
Benefits for ServiceNow Customers
By using SRM services, customers gain a centralized and structured approach to tracking service reliability, prioritizing issues based on business impact, and automating alert response workflows. This leads to improved operational efficiency, clearer accountability, and better alignment between technical teams and business priorities. The error budget metric supports balancing service reliability with release speed, aiding in risk management.
Overall, SRM services empower teams to maintain service health proactively and respond to incidents promptly, enhancing the customer’s ability to meet service level objectives and deliver consistent service outcomes.
A service represents a functional outcome like networking, payments, or HR services, that is owned by a team. To deliver that outcome, a service can contain one or more technical components like a user authentication service, or a piece of shared infrastructure like a database.
In addition, you can create reliability metrics for the service. See Reliability metrics in SLO Management.
Tying a team and policies to that service makes it easier to divide responsibilities and track technical outcomes. It also makes it easier to automate response routines and focus on who you notify and when.
The state of an exiting service is inherited. The state of a created service in SRM is None.
Services Overview
The cards on the Overview tab display the following metrics. By default, the list view shows information related to the Your services card. Select a different card to view different information in the list view.
- Your services: Count of all the services you or your team manages and monitors for reliability.
- Services with active incidents: Services with open incidents sorted in the following order:
- Business criticality - most critical first.
- Number of active incidents - highest first.
- Percentage of error budget remaining - lowest first.
- Services with critical alerts: Services with open alerts sorted in the following order:
- Business criticality - most critical first.
- Number of alerts - highest first.
- Percentage of error budget remaining - lowest first.
- Services with open changes: All the services your team manages and monitors.
- Services with low error budget: Services with less than 25% error budget remaining.
The error budget metric is represented as the amount of service level objective (SLO) that you can spend over a specified time. It can be used to manage release velocity.
.- Group or filter columns to customize the view.
- Edit, sort, or export the list as needed. See Export list information to a file.
For more information about individual service details, see Edit service details form.
Services list view definitions
- Service: Name of the service.
- Class: Service instance or technology management service.
- Business criticality: Importance of the service to the business.
- Open alerts: Number of open alerts assigned to the service.
- Open incidents: Number of open incidents assigned to the service.
- Error budget remaining: Percentage of error budget remaining for the service.
Service reliability
The Service reliability tab is a customizable dashboard showing high-level service performance. For more information about the dashboard, see Visualizations in the Service reliability dashboard.