--- sourceDocument: Australia IT Operations Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-operations-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Operations Management ft:clusterId : - itom bundleId : - itom workflow : - Technology --- # Working with SRM services # Working with SRM services {#ariaid-title1} Release version: Australia Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Working with SRM services In ServiceNow's Service Reliability Management (SRM), aservicerepresents a functional outcome such as networking, payments, or HR, owned by a team and potentially composed of multiple technical components or shared infrastructure elements. SRM integrates with monitoring tools to prioritize and route alerts to appropriate responders, escalating until acknowledged. Services in SRM should correspond to real services within your infrastructure, and you can connect multiple integrations to monitor different technologies supporting a service. Show full answer Show less SRM allows you to define reliability metrics (SLOs) for each service and associate teams and policies to streamline responsibility assignment, automate response workflows, and optimize notification management. ## Key Features * **Services Overview Tab:** Displays key metrics through cards and list views including: * Your services count * Services with active incidents (sorted by business criticality, incident count, and error budget) * Services with critical alerts (sorted by business criticality, alert count, and error budget) * Services with open changes * Services with low error budgets (less than 25% remaining) * **Service List View:** Provides detailed columns such as service name, class (service instance or technology management service), business criticality, open alerts/incidents, and remaining error budget. Alert counts include related configuration items (CIs) up to three levels deep. * **Service Reliability Dashboard:** A customizable dashboard to visualize high-level performance metrics of services. * **Integration Management:** Use the Integrations Launchpad to connect services to various monitoring tools, enabling SRM to receive alerts and incident data for better service health tracking. * **Service Lifecycle Management:** You can add, edit, or remove services within SRM to keep your service catalog aligned with current infrastructure and operational needs. ## Practical Benefits for ServiceNow Customers * Centralizes monitoring and management of service health across diverse technical components and teams. * Improves incident response by prioritizing alerts based on business criticality and error budgets. * Enables tracking of error budgets to manage release velocity and maintain service reliability commitments. * Facilitates clear ownership and accountability by associating teams and policies to each service. * Supports automation and escalation workflows to ensure timely response to service disruptions. 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. Service Reliability Management (SRM) works with integrations to prioritize and route alerts to the relevant responders. It follows up with escalations until the alert is acknowledged and someone responds. When you create or add a service in SRM, it must reflect a service in your SRM infrastructure. Note: You might want multiple tool integrations to monitor each technology management service and receive events from those tools. See [Working with integrations in SRM](https://www.servicenow.com/docs/rIU5nDynB~7tvWLjrC7Elw "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.") for more information. In addition, you can create reliability metrics for the service. See [Reliability metrics in SLO Management](https://www.servicenow.com/docs/lYMVab4pf7Z9OtAFIsvSMw "Learn about the reliability metrics and features that can help you track service health, respond to issues, and support business goals."). 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 {#sr-work-services__section_fnl_l4s_3yb} Figure 1. Information on the Overview tab 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. {#sr-work-services__ul_cwc_qcx_xfc} * 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. {#sr-work-services__ul_gvy_t2x_xfc} * 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. {#sr-work-services__ul_xvb_dns_3yb} Note: To refresh the card and list values, select Refresh ![Refresh icon](). You can interact with the list in the following ways: * Group or filter columns to customize the view. * Edit, sort, or export the list as needed. See [Export list information to a file](https://www.servicenow.com/docs/b1XZiNLAbX8tdHpE6SMBZQ "You can export live information to a file in Service Reliability Management (SRM)."). {#sr-work-services__ul_lmp_hfx_xfc} For more information about individual service details, see [Edit service details form](https://www.servicenow.com/docs/A_TJcvmbZf4mpckJAMBQPA "Edit an existing service owned by your team."). ## Services list view definitions {#sr-work-services__section_v2f_tpn_zyb} The columns include the following details: * 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. Note: For technology management services, the counts for Open alerts and Open critical alerts include alerts for related configuration items (CIs). To view the individual alerts and their associated CIs, open the service and select the Related alerts tab. The alert counts include related CIs up to 3 levels deep, with a maximum of 2,000 CIs. * Open incidents: Number of open incidents assigned to the service. * Error budget remaining: Percentage of error budget remaining for the service. {#sr-work-services__ul_l42_wpn_zyb} ## Service reliability {#sr-work-services__section_ed2_hgx_xfc} 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](https://www.servicenow.com/docs/0vc9y2s6RPI1e7BeYJmryA "List of visualizations and options on the Service reliability dashboard in Service Reliability Management (SRM)."). * **[Add a service to SRM](https://www.servicenow.com/docs/uZuFctAPkR975eZhS0~bSg)** Add services to Service Reliability Management (SRM) to help your teams manage service health. * **[Edit service details in SRM](https://www.servicenow.com/docs/5uA07m85cPcM_wkgmHfHcQ)** Edit an existing service owned by your team. For each service that you support in SRM provide general information about the service and the SRM team that supports it. * **[Remove a service from SRM](https://www.servicenow.com/docs/M3oySehs07JJC9a7dM6oIw)** Remove a service from Service Reliability Management (SRM) when you no longer need to track or monitor its reliability. * **[Working with integrations in SRM](https://www.servicenow.com/docs/rIU5nDynB~7tvWLjrC7Elw)** 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. **Previous topic:** [Using Service Reliability Management](https://www.servicenow.com/docs/TP9He9RYgIOOV7Lz31RjcQ "Service Reliability Management (SRM) enables you to register services, monitor service health, and respond to service degradations with on-call shifts and escalation policies. You can onboard distributed teams with minimal governance from central IT.") **Next topic:** [Add a service to SRM](https://www.servicenow.com/docs/uZuFctAPkR975eZhS0~bSg "Add services to Service Reliability Management (SRM) to help your teams manage service health.")