Service Reliability Management release notes
Summarize
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 Service Reliability Management release notes - Yokohama Release
The ServiceNow® Service Reliability Management (SRM) application supports organizations in responding to, collaborating on, tracking, and self-remediating alerts and incidents. The Yokohama release introduces significant enhancements to SRM, improving monitoring, team collaboration, mobile access, notifications, and service performance visualization. SRM is available through the ServiceNow Store and integrates with Service Operations Workspace for streamlined IT Operations Management workflows.
Show less
Key Features
- Express List: Replaces the Alerts tab to help distributed teams focus on relevant services, priorities, and alerts in a centralized view.
- ITOM Mobile Agent (starting version 6.3): Enables mobile access on iOS and Android to track alerts, manage incidents, handle tasks, and manage on-call schedules on the go.
- Notification Destinations (starting version 6.4): Allows configuration of notification recipients for error budget policy violations, with Microsoft Teams as the initial supported destination for posting alerts and linking back to SRM.
- Service Reliability Dashboard (starting version 6.4): Provides comprehensive visualizations to monitor error budgets, track Service Level Objectives (SLOs), and identify service issues, enhanced in version 6.4.1 with interactive charts and SLO tables.
- SLO Update History and Naming: Edited SLOs receive unique versioned names for better clarity and tracking.
- Change Approval Policies: Now support inputs based on SLOs with the lowest error budget and highest burn rate to help integrate critical reliability information into approval workflows.
- Team Assignments to TSOs (Technical Service Offerings): Enables assigning teams to specific service components, aiding decentralized team focus and ownership.
- SLI Configuration per Configuration Item (starting version 6.3): Allows filtering Service Level Indicators (SLIs) to individual configuration items within a service hierarchy for precise health monitoring and root cause analysis.
- Team Approval Customization (starting version 6.4): Offers more flexible governance by allowing different approval teams for new versus existing team requests, fully manageable via the Service Operations Workspace Admin Center.
- UI Improvements: Express List and Integrations Launchpad icons are now conveniently located in the navigation pane; the custom Integrations Launchpad was replaced with the official Service Operations Workspace version for consistency.
- Service Import Enhancements (starting version 6.3): Improved UI allowing selection of services owned by others and service name suggestions to simplify service imports.
Important Changes
- The traditional Alerts tab has been removed from the Reliability tasks page, replaced by the new Express List.
- SLI setup now includes an information banner showing the number of configuration items linked to services, helping to create more effective SLIs.
- SRM and ITOM Mobile Agent require installation via the ServiceNow Store, which also provides the latest app updates and cumulative release notes.
Integration and Related Applications
- Service Operations Workspace: SRM integrates here to manage SLOs alongside IT Operations Management workflows seamlessly.
- Alert Automation: Works within Service Operations Workspace to automate alert responses, improve service reliability, and optimize staffing.
These enhancements in the Yokohama release enable ServiceNow customers to better monitor and manage service reliability, improve collaboration among distributed teams, stay informed through mobile access and notifications, and maintain clear oversight of service health and error budgets.
The ServiceNow® Service Reliability Management (SRM) application helps your organization respond, collaborate, track, and self-remediate when working on alerts and incidents. SRM was enhanced and updated in the Yokohama release.
SRM highlights for the Yokohama release
- View and assess alerts in one place with Express List.
- Starting in version 6.3, access SRM features on the go with ITOM Mobile Agent.
- Starting in version 6.4, inform teams by setting up notification destinations and attaching them to error budget policies.
- Starting in version 6.4, track, manage, and visualize service performance with the Service reliability dashboard.
- Starting in version 6.4, get timely error budget updates that reflect the impact of ongoing, open alerts.
See Service Reliability Management for more information.
Important:
SRM is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Yokohama release
- Enhance monitoring for distributed teams with Express List
- Improve monitoring with Express List. Express List replaces the Alerts tab and helps distributed SRM teams focus on the services, priorities, or alerts that matter to them.
- Track SLO update history
- View and track SLO update history with new naming conventions. Edited SLOs now receive unique names, such as Uptime (1) or Uptime (2), instead of keeping their original names. This update improves clarity and helps you distinguish between versions.
- Add SLOs to change approval policies
- Define change approval policies to approve updates or modifications in your system. You can now add the following policy inputs, helping you integrate critical information into the approval process:
- SLO with the lowest percentage of error budget remaining
- SLO with the highest burn rate
- Assign teams to TSOs
- Manage your services effectively by assigning teams to TSOs. TSOs, which are specific components within a parent technical service, can now be used in the SRM service list. Assigning SRM teams to TSOs helps decentralized teams focus on the services they’re responsible for.
- Stay connected and keep services reliable with ITOM Mobile Agent
- Starting in version 6.3, use ITOM Mobile Agent to access SRM features on iOS and Android devices. With ITOM Mobile Agent, you can track alerts, manage incidents, and work on tasks on the go. You can also manage on-call schedules by checking shifts, requesting time off, and filling gaps.
- Create SLIs on configuration items
- Starting in version 6.3, filter an SLI to a specific configuration item within the parent service hierarchy. This feature lets you monitor the individual components of a service, helping you accurately track service health and identify root causes faster.
- Keep teams informed with notification destinations
- Starting in version 6.4, send notifications about error budget policy violations to notification destinations. The first supported destination is Microsoft Teams, which lets you post details in specific channels and link back to SRM for further investigation.
- Monitor service reliability in a dashboard
- Starting in version 6.4, use the Service reliability dashboard to monitor and manage service performance. The dashboard offers multiple visualizations to help you track error budgets, monitor SLOs, and identify issues across your services. Starting in version 6.4.1, you can select charts to access further details and use the new SLO table to monitor reliability.
- Customize team approval settings with more flexibility
- Starting in version 6.4, customize team governance with more flexibility and less manual effort. You can assign different approval teams for new and existing team requests. The customization options are also fully available in the Service Operations Workspace Admin Center and no longer require manual setup in the Catalog Builder.
UI changes
- Express List
- The Express List icon (
is now in the navigation pane. - Integrations Launchpad
- The Integrations Launchpad icon (
) is now in the navigation pane.Note:Starting in version 6.3, the custom Integrations Launchpad in SRM was replaced with the official Service Operations Workspace version. This change promotes consistency across applications and gives you immediate access to the latest SOW updates. - New banner for configuring SLIs
- Starting in version 6.3, when you set up an SLI, a new information banner shows how many configuration items are associated with your service. To set up an effective SLI for your system, select View CIs in service map to see how the service and configuration items relate.
- Service import improvements
- Starting in version 6.3, the service import flow includes the following updates:
- Services owned by others are selectable options in the UI.
- Service suggestions appear in the search box, reducing the need to remember exact service names.
Removed in this release
The Alerts tab has been removed from the Reliability tasks page.
Activation information
Install SRM or ITOM Mobile Agent by requesting it from the ServiceNow Store. Visit the ServiceNow Store website 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.