--- sourceDocument: Yokohama IT Operations Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/it-operations-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama IT Operations Management ft:clusterId : - itom bundleId : - itom workflow : - Technology --- # Exploring Service Reliability Management # Exploring Service Reliability Management {#ariaid-title1} * Release version: Yokohama * * Updated January 30, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Exploring Service Reliability Management Service Reliability Management (SRM) in ServiceNow Yokohama release offers a self-service, guided platform to help teams maintain and improve the health of their digital services. Built on the Service Operations Workspace, SRM integrates IT Operations Management (ITOM) and IT Service Management (ITSM) capabilities into a unified workflow. It enables teams to apply site reliability engineering (SRE) practices, respond to incidents promptly using on-call escalations, and onboard distributed teams with minimal central IT governance. Show full answer Show less ## SRM User Roles and Responsibilities * **Administrator**: Manages the SRM platform setup, configurations, user accounts, integrations (including Application Performance Monitoring tools), reliability metrics, and error budget policies. Distinct from the general ServiceNow admin role. * **Manager**: Oversees SRE teams by defining teams, scheduling on-call rotations, monitoring performance, managing users within teams, and maintaining integrations, metrics, and policies. * **Responder**: SREs who are on call and handle incident diagnosis and remediation. They manage services, teams, schedules, incidents, alerts, integrations, and reliability metrics within their permissions. ## SRM Workflow Teams continuously deliver new services (e.g., a customer billing portal) and define service level objectives (SLOs) to align with business goals (e.g., 95% monthly availability). Monitoring integrations collect real-time health data, creating service level indicators (SLIs) that trigger alerts for service degradation. When alerts indicate issues, incidents are created and on-call teams are notified to respond swiftly. Teams collaborate to diagnose, remediate, and improve system resilience based on incident learnings. Continuous management of SLO performance and error budgets ensures prioritized improvements and prevents risky changes. ## Key Benefits and Features * **Team-based experience:** Supports SRM administrators, managers, and responders to collaborate effectively. * **Service registration:** Enables teams to register and manage their services within SRM. * **Prebuilt integrations:** Simplifies connecting with monitoring and application performance tools. * **Reliability metrics:** Facilitates monitoring and maintaining service health using metrics and error budgets. * **On-call coverage:** Enables creation and management of on-call schedules for timely incident response. * **Incident remediation:** Provides tools to track, collaborate, and resolve high-severity alerts and incidents efficiently. ## Practical Outcomes for ServiceNow Customers Implementing SRM empowers IT Operations and DevOps teams to enhance agility, uptime, and performance by aligning operational workflows with site reliability engineering principles. Customers can expect improved visibility into service health, streamlined incident management, and enhanced collaboration across teams responsible for service reliability and operational excellence. Service Reliability Management (SRM) provides a self-serve, guided experience for teams to manage service health. The experience is built using the Service Operations Workspace application and combines ITOM and ITSM capabilities into a single workflow. ## SRM overview {#exploring-service-reliability-management__cf-exploring-parent-overview} Optimize service health with site reliability engineering (SRE) practices. SRM is a single operations workspace that empowers teams to improve the reliability of digital services with SRE. * Use on-call escalations to respond to issues in a timely manner. * Reduce setup friction with guided self-service to onboard distributed teams with separated data, empowered access, and minimal governance from central IT. {#exploring-service-reliability-management__ul_ahx_ypj_4bc} When SRM is installed, several plugins and applications are also activated. For more information, see [Plugins or applications installed with ITOM AIOps](https://servicenow-prod.fluidtopics.net/vE~cee9SNDJ5u0C860nEJQ "Tables that list the plugins or applications that are installed with ITOM AIOps applications. When you update your application, any newly required application dependencies are installed."). ## SRM users {#exploring-service-reliability-management__cf-exploring-parent-users} {#exploring-service-reliability-management__table_ayk_qqd_pwq__entry__3} | Users | Description | Contains Roles | |-|-|-| | admin | A ServiceNow administrator is responsible for the administration, development, operation, education, and maintenance of the ServiceNow platform. Responsible for installation and can perform Service Operations Workspace Admin Center configuration of SRM. | All | | Administrator \[srm_admin\] Note: This role differs from the ServiceNow admin role. | SRM administrators can manage account settings, configurations, and users. Administrators can perform the following actions: * Access, create, edit, or delete all SRM configurations. * Add or manage integrations. * Create integrations with Application Performance Monitoring (APM) tools. * Set up and maintain reliability metrics. * Set up and maintain error budget policies. {#exploring-service-reliability-management__ul_byk_qqd_pwb} | * Manager * Responder {#exploring-service-reliability-management__ul_cyk_qqd_pwb} | | Manager \[srm_manager\] | Managers oversee a team of SREs. Managers assign SREs to the team on-call schedule, monitor their performance, and create procedures to handle incidents and develop solutions. Managers promote resilience across all the systems and the DevOps workflows. Managers can perform the following actions within the context of their teams: * Define and set up teams, on-call schedules, and services. * Add and delete users such as responders and managers for the teams they're a part of. * Add or manage integrations. * Create Integrations with Application Performance Monitoring (APM) tools. * Set up and maintain reliability metrics. * Set up and maintain error budget policies. {#exploring-service-reliability-management__ul_dyk_qqd_pwb} | Responder | | Responder \[srm_responder\] | A Service Reliability Engineer (SRE) that uses SRM to perform everyday tasks. Responders are the individuals who are on call and diagnose and remediate incidents. Responders can only access configurations that they're a part of. They can only access the alerts or incidents for which they have permissions. SREs can perform the following actions, within the context of their teams: * Set up services, teams, and integrations. * Confirm their on-call schedules. * Manage incident and alert records. * Update teams that they've created. * Add other responders. * Create integrations with Application Performance Monitoring (APM) tools. * Set up and maintain reliability metrics. * Set up and maintain error budget actions. {#exploring-service-reliability-management__ul_eyk_qqd_pwb} | Inherits 17 roles including the following: * cmdb_read * sn_sow.sow_user * sn_sow_srm.srm_responder * workspace_user * slo_operator {#exploring-service-reliability-management__ul_fyk_qqd_pwb} | [Table 1. Users] {#exploring-service-reliability-management__table_ayk_qqd_pwq} For more information, see [SRM roles and responsibilities](https://servicenow-prod.fluidtopics.net/oH~W1XiTh~tWIc~E0skkIg "Roles grant users access to different parts of the SRM console. Roles determine the actions that users can or can't perform in Service Reliability Management."). ## SRM workflow {#exploring-service-reliability-management__cf-exploring-parent-workflow} 1. Product teams in IT or Lines of Business continuously deliver new technical and application services. Example: New customer billing portal. 2. Along with SLO Management, teams can register services and define service level objectives (SLOs), helping them reach business outcomes. Example: 95% monthly availability for the billing portal. 3. Monitoring integrations are set up by the teams to collect the real-time health of these services. Example: Cloud Observability. 4. Monitoring creates service level indicators (SLIs) impacting alerts when services are underperforming. Automation groups and enriches. Example: Billing portal latency is exceeding 7 s. 5. When the alerts indicate an outage or customer-impacting degradation, incidents are created and on-call notifications notify appropriate team resources. Example: A Billing SRE team is notified via phone of a latency issue on the billing portal. 6. After teams collaboratively diagnose and remediate incidents, they identify action items for improving the system's resilience. Example: The Billing team decides to add additional web server capacity. 7. Management continually reviews SLO performance, helps to prevent changes when the error budget is exhausted, and prioritizes improvement initiatives for underperforming services. {#exploring-service-reliability-management__cf-exploring-parent-workflow-ol} ## SRM benefits {#exploring-service-reliability-management__cf-exploring-parent-benefits} {#exploring-service-reliability-management__table_mlp_szc_4bc__entry__3} | Benefit | Feature | Users | |-|-|-| | Team-based experience | [Working with SRM teams](https://servicenow-prod.fluidtopics.net/q14ZUToJwTPwK6Z03rL06w "Manage schedules and define escalation policies for your team. That way, your team sees who is on call and accountable and can have the confidence that critical alerts or incidents are acknowledged in a timely manner.") | SRM administrators, managers, and responders | | Service registration | [Working with SRM services](https://servicenow-prod.fluidtopics.net/Bh9oV5ilIpogAFSsvfgB9Q "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.") | SRM administrators, managers, and responders | | Prebuilt integrations | [Working with SRM integrations](https://servicenow-prod.fluidtopics.net/Ldxw6ItwF3AMSHonW8hkyw "Connect your services to monitoring tools using the Integrations Launchpad . Integrations send information to Service Reliability Management (SRM), helping you track alerts, manage incidents, and maintain service health.") | SRM administrators, managers, and responders | | Measure service health | [Working with reliability metrics](https://servicenow-prod.fluidtopics.net/ggZwfE__fsdKjF6BiITlGg "Learn about the reliability metrics and features that can help you track service health, respond to issues, and support business goals.") | SRM administrators, managers, and responders | | On-call coverage | [Create an SRM on-call schedule](https://servicenow-prod.fluidtopics.net/4vRUwTrUcaDOj3UG~_EwJg "Set up an on-call schedule to make sure that someone is available to respond to incidents and critical alerts.") | SRM administrators, managers, and responders | | Remediate high severity alerts and incidents | [Working with SRM reliability tasks](https://servicenow-prod.fluidtopics.net/tgAkAyKZ2~uKjvQWIo7DCw "Alerts, incidents, and change requests are reliability tasks. From creation to resolution, SRM helps you manage your alerts throughout the response life cycle.") | SRM administrators, managers, and responders | [ ] {#exploring-service-reliability-management__table_mlp_szc_4bc} ## What to explore next {#exploring-service-reliability-management__cf-exploring-parent-links} To learn more about configuring and using SRM, see: * [Configuring Service Reliability Management](https://servicenow-prod.fluidtopics.net/vBfUuzvm7gOM2k9ewz4H_Q "Configuring Service Reliability Management (SRM) involves installing it from the ServiceNow Store or Service Operations Workspace Admin Center. You can also assign administrators and import services and teams.") * [Using Service Reliability Management](https://servicenow-prod.fluidtopics.net/~RgYMeNGjjC~d3UdSBIZdg "SRM enables you to register services, monitor service health, respond to service degradations with on-call shifts and escalation policies and triggers, and onboard distributed teams with minimal governance from central IT.") * [Service Reliability Management reference](https://servicenow-prod.fluidtopics.net/~6s4f8sicsOTuga~SQ62AQ "Reference topics provide additional information about administering Service Reliability Management.") {#exploring-service-reliability-management__ul_nlp_szc_4bc} * **[Get started with Service Reliability Management](https://servicenow-prod.fluidtopics.net/vHQNY2nNMineKz06TIZ47A)** Service Reliability Management (SRM) accelerates your path to viewing service health in the context of service level objectives and incident resolution. Helps IT Operations and DevOps teams deliver on the promise of agility, performance, and uptime. * **[SRM incidents](https://servicenow-prod.fluidtopics.net/Yi8Rs_yBZxFQvmHijtGs1w)** Track and collaborate on incidents in the Incidents tab, helping you and your teams resolve issues efficiently.