Get started with Service Reliability Management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Get started with Service Reliability Management

    Service Reliability Management (SRM) in the Yokohama release helps IT Operations and DevOps teams monitor and improve service health by linking it to service level objectives (SLOs) and incident resolution. It facilitates agility, performance, and uptime by providing a comprehensive interface to manage teams, services, and integrations effectively.

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    Basic SRM Tasks

    To get started with SRM, customers can follow key setup and management tasks that enable efficient service reliability:

    • Set up teams and services: Add and configure teams and services within SRM to assign responsibilities and organize service management.
    • Navigate the Home page: Use the SRM Home page to access critical information such as services with alerts, incidents, and team assignments.
    • Manage applications and technical services: Define service parameters and behavior to tailor monitoring and incident response.
    • Set up on-call schedules and escalation policies: Ensure team availability and timely incident resolution by configuring schedules and escalation rules.
    • Configure service relationships: Use a map canvas to visualize and manage dependencies between parent and child services, understanding impact flows.
    • Integrate with third-party monitoring tools: Connect tools like Datadog or ServiceNow Cloud Observability to consolidate alerts within SRM.
    • Establish SLOs, SLIs, and error budgets: Set measurable service performance goals and acceptable downtime limits to monitor compliance and reliability.
    • Set up alert automations: (Requires installation of the Alert Automations application) Define alert conditions and rules for APM tools to automate notifications within SRM.

    SRM Interface and Home Page

    The SRM interface provides role-based access to features and functions needed to manage service reliability. The Home page is a central hub displaying work items, service statuses, schedules, maintenance reminders, and team information, helping users prioritize and act on the most important tasks.

    This structured approach enables ServiceNow customers to efficiently build and operate a reliable service management practice aligned with business objectives and operational readiness.

    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.

    Get started with SRM to understand the different sections in the SRM interface.

    For more information on roles, see SRM roles and responsibilities.

    Basic SRM tasks

    Step Description Reference
    Set up teams and services Setup guides for the Home, Services, and Teams pages show how to add a team or service to SRM. Add an SRM team
    Visit and learn about your Home page The Home page is where you find the things most important to you. For example, the services with critical alerts and incidents and work assigned to you and your team. SRM Home page
    Learn how to navigate SRM Get familiar with the different sections and elements of the SRM interface. The sections and elements are used throughout the documentation. SRM interface

    SRM helps you when you must create and administer teams, services, and integrations.

    Table 1. SRM tasks
    Step Description See this

    Manage an application or technical service in SRM

    		 Define the basic tasks and parameters that make up your service and how it should behave. Add a service to SRM

    Set up an SRM team

    		 Set up a team. Teams are responsible for the issues that occur in their associated services. Add an SRM team

    Set up on-call schedules and escalation policies

    		 Create an on-call schedule for your team to make sure they're available to resolve issues. You can set up an escalation policy to make sure at least one team member is engaged in incident response. Create an SRM on-call schedule

    Configure service relationships

    		 Use a map canvas to add, configure, and arrange services. You can add child services that depend on parent services. View impact of child service on parent service

    Integrate services with third-party monitoring tools

    		 Set up a third-party integration, such as Datadog or ServiceNow Cloud Observability, with SRM so that alerts are available to your teams within SRM. Working with SRM integrations

    Establish SLOs, SLIs & error budgets for services

    		 Establish goals for how well your service should operate. Also, specify the maximum amount of time that a technical system can fail without contractual consequences. Service Level Objective Management
    Set up alert automations
    Note:
    This functionality is only available if you have installed the Alert automations application.
    		 Alert automations enable you to define alert conditions. Set up alert rules for each APM tool to define the conditions when the APM tool should send notifications to SRM. The Alert automation application is available from the ServiceNow Store.