Generating service level objectives
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Summary of Generating service level objectives
The Service Level Objective (SLO) creator agent in ServiceNow Zurich automates the generation of SLOs for Service Reliability Management (SRM) services and configuration items (CIs). By analyzing historical operational data such as alerts, incidents, and outages, the agent helps teams adopt SLOs quickly and monitor service performance effectively.
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Key Features
- Automatic SLO Generation: The agent automatically creates one active SLO per service or CI, with up to 10 service level indicators (SLIs), based on detailed analysis of reliability data.
- Scheduled Operation: Runs every 14 days and processes up to 25 services or CIs that do not already have auto-generated SLOs.
- Comprehensive Evaluation: In addition to the primary service or CI, related CIs’ data is evaluated to identify recurring reliability issues for accurate SLO creation.
- Notifications: Assigned teams receive email alerts when the error budget falls to 25% or below. Team managers are also notified when new SLOs are generated.
- Management Capabilities: SRM managers and responders can review, edit, or deactivate generated SLOs. The SLO creator agent can be turned on or off, and notification settings are configurable.
- Integration with AI Agent Studio: The agent can be accessed and managed through AI Agent Studio, allowing customization by duplicating and modifying the agent workflow while ensuring all instructions are updated accordingly.
Practical Benefits for ServiceNow Customers
- Accelerates adoption of SLOs within SRM by automating the creation process based on real operational data.
- Enhances service performance monitoring with data-driven and regularly updated SLOs.
- Improves proactive incident response by alerting teams when service reliability approaches critical thresholds.
- Enables flexible management and fine-tuning of SLOs to align with organizational needs and changing service landscapes.
Use the service level objective (SLO) creator agent to auto-generate SLOs for Service Reliability Management (SRM) services and configuration items (CIs). The agent can help teams adopt SLOs faster and monitor service performance.
SLO creator agent overview
- Schedule and scope: The SLO creator agent runs every 14 days and processes up to 25 services or CIs. It only processes items without auto-generated SLOs in any state.
- Evaluation process: To generate SLOs, the agent analyzes historical alerts, incidents, and outages associated with a service or CI. If the service or CI has related CIs, the agent also evaluates data from those items to identify recurring reliability issues and create SLOs.
- Results: The agent creates 1 SLO per service or CI with up to 10 service level indicators (SLIs). The generated SLOs are active by default, and the team assigned to the service or CI gets an email when
the error budget falls to 25% or below.
To keep teams informed, email notifications are sent to the relevant team manager when the agent generates new SLOs. SRM managers and responders can review, edit, and turn off the SLOs once they're created.
You can manage the SLO creator agent, including turning the agent on or off and managing notification settings. For more information, see Manage SLO creator agent settings. To view SLOs generated by the agent and review details about their creation, see View generated SLOs.
SLO creator agent
Get auto-generated SLOs to help your teams adopt SLOs and monitor service performance in SRM.
To access the agent in AI Agent Studio:
- Navigate to .
- Select the AI agents tab.
- Select SLO Creator Agent.
The SLO Creator Agent page lets you manage the agent, including defining security controls. To modify the agent, duplicate it and adjust the settings.
AI agent used to generate SLOs
One agent is used to create SLOs in SRM.
| AI agent | AI agent role |
|---|---|
| SLO creator agent | Creates SLOs for SRM services and CIs by examining historical incidents, outages, and alerts. |