--- sourceDocument: Brazil IT Operations Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-operations-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil IT Operations Management ft:clusterId : - itom bundleId : - itom workflow : - Technology --- # Exploring SLO Management # Exploring SLO Management {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](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 SLO Management Service Level Objective Management (SLO Management) in ServiceNow provides a structured framework to define, monitor, and improve IT service performance to meet customer expectations. It enables organizations to set clear, realistic targets for key services such as incident resolution and service request fulfillment, ensuring consistent service delivery and identifying improvement opportunities. Show full answer Show less ## Users and Roles SLO Management supports different user roles tailored to organizational responsibilities: * **Administrators** (SRM administrators) handle platform configuration, integrations with Application Performance Monitoring (APM) tools, and maintain Reliability Indicators and Error Budget Policies across the Service Reliability Management (SRM) environment. * **Managers** oversee service reliability engineers (SREs), manage on-call schedules, assign team members, monitor performance, and establish procedures to maintain resilience and service continuity. They can also configure integrations and reliability metrics relevant to their teams. * **Responders** (SREs) perform daily operational tasks such as incident diagnosis and remediation. They have access limited to their teams and can manage alerts, incidents, services, and reliability indicators within their scope. **Note:** For SLO Management without SRM, ensure appropriate alert and configuration item (cmdbci) read permissions are granted to team members. ## SLO Management Workflow * **Define SLOs:** Identify critical IT services and set SLOs aligned with customer and business needs. SLOs can also be created automatically using the SLO creator agent. * **Establish SLIs:** Develop Service Level Indicators that provide measurable metrics to track SLO adherence. * **Monitor and Analyze:** Continuously track SLI data to evaluate performance against SLO targets. * **Identify Gaps and Improve:** Detect areas where service levels fall short and implement actions to improve. * **Review and Refine:** Periodically revisit and adjust SLOs to maintain alignment with evolving customer expectations and business goals. ## Benefits for ServiceNow Customers * **Improved Service Quality:** By setting and monitoring clear objectives, IT services better meet customer expectations, enhancing satisfaction and loyalty. * **Increased Transparency:** Shared understanding of service commitments between IT and customers fosters trust. * **Better Resource Allocation:** Prioritization based on SLO data helps focus efforts on areas requiring improvement. * **Enhanced Collaboration:** Facilitates teamwork between IT staff and customers to achieve service goals. * **Data-Driven Decisions:** Performance metrics enable continuous improvement and informed decision-making. * **Automated SLO Generation:** The SLO creator agent leverages operational data to simplify initial SLO setup and accelerate SLO-based monitoring adoption. Service Level Objective Management (SLO Management) helps IT services meet customer expectations. ## SLO Management overview {#exploring-service-level-objective-management__cf-exploring-parent-overview} SLO Management is a framework for setting clear expectations and measuring the performance of IT services. It helps organizations deliver consistent services and identify areas for improvement. SLOs define the target service level for a specific service, such as incident resolution or service request fulfillment. Effective SLO management involves setting realistic objectives, monitoring performance, and continuously improving services to meet customer needs. ## SLO Management users {#exploring-service-level-objective-management__cf-exploring-parent-users} {#exploring-service-level-objective-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: Not 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 Indicators. * Set up and maintain Error Budget Policies. {#exploring-service-level-objective-management__ul_byk_qqd_pwb} | * Manager * Responder {#exploring-service-level-objective-management__ul_cyk_qqd_pwb} | | Manager \[srm_manager\] | Managers oversee a team of service reliability engineers (SREs). Managers assign SREs to the team on-call schedule, monitor their performance, create procedures to deal with incidents, and develop solutions. Managers help ensure 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 and teams, on-call schedules, and services. * Add and delete users such as responders, and managers for the teams the are a part of. * Add or manage integrations. * Create Integrations with Application Performance Monitoring (APM) tools * Set up and maintain Reliability Indicators. * Set up and maintain Error Budget Policies. {#exploring-service-level-objective-management__ul_dyk_qqd_pwb} | Responder | | Responder \[srm_responder\] | An 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-level-objective-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-level-objective-management__ul_fyk_qqd_pwb} | [Table 1. Users] {#exploring-service-level-objective-management__table_ayk_qqd_pwq} Note: If you're using the SLO plugin without SRM, make sure that the required alert and cmdb_ci read access is granted to team members. ## SLO Management workflow {#exploring-service-level-objective-management__cf-exploring-parent-workflow} 1. Define SLOs - Identify critical services and define SLOs based on customer expectations and business requirements. Note: SLOs can also be generated automatically using the SLO creator agent. For details, see [Generating service level objectives](https://www.servicenow.com/docs/Uc~v3XuoBW0TGcu6yi~1KQ "Use the service level objective (SLO) creator agent to auto-generate SLOs for services and configuration items (CIs). The agent can help teams adopt SLOs faster and monitor service performance."). 2. Establish SLIs - Develop Service Level Indicators (SLIs) to measure SLO performance. 3. Monitor and analyze - Track SLI data and analyze performance against SLO targets. 4. Identify gaps and improve - Determine areas where SLOs aren't being met and implement changes to improve service performance. 5. Review and refine - Regularly review SLO performance and refine SLOs as needed. {#exploring-service-level-objective-management__cf-exploring-parent-workflow-ol} ## SLO Management benefits {#exploring-service-level-objective-management__cf-exploring-parent-benefits} * Improved service quality - SLOs help IT services meet customer expectations, leading to increased satisfaction and loyalty. * Increased transparency - Clear SLOs provide a shared understanding of service expectations between IT and customers. * Better resource allocation - SLOs help prioritize resources and focus on areas that need improvement. * Enhanced collaboration - SLO management encourages collaboration between IT teams and customers to achieve common goals. * Data-driven decision making - SLO performance data informs decisions and drives continuous service improvement. * Automated SLO generation - The SLO creator agent analyzes operational data to generate SLOs, helping teams get started with SLO-based monitoring. For details, see [Generating service level objectives](https://www.servicenow.com/docs/Uc~v3XuoBW0TGcu6yi~1KQ "Use the service level objective (SLO) creator agent to auto-generate SLOs for services and configuration items (CIs). The agent can help teams adopt SLOs faster and monitor service performance."). {#exploring-service-level-objective-management__ul_mct_vfk_ybc}