Get started with Service Reliability Management

SRM accelerates your path to viewing service health in context of service level objectives and incident resolution. Helps IT Operations Management and DevOps teams deliver on the promise of agility, performance, and uptime.

Get started with SRM to understand what are the different sections on the SRM interface.

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

Basic SRM tasks

Step	Description	Reference
Set up guide modules	Our Setup guide modules for your Homepage, Services, and Teams landing pages show you how to add a team or a service. It includes all the key milestones to make sure you’re set up for success.	Add an SRM team View an SRM service
Your homepage	Your home page is where you’ll find the things most important to you. Like the Services with critical alerts and incidents, work assigned to you and your team.	SRM (SRM) home page
Learn the ins-and-outs of SRM navigation.	You can get familiar with the different sections and elements of the SRM interface. The sections and elements are used throughout our documentation.	SRM interface

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

Table 1. Optional 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 the associated services.	Add an SRM team
Set up on-call schedule and escalation policies	Create an on-call schedule for your team to ensure to ensure that dedicated support team members are available to resolve issues as they arise. You can set up an escalation policy for your team so that at least one team member is engaged in incident response.	Create your 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.
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.	Add an integration to SRM.
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.	Create an SLO, an SLI, and Error budget policies for SRM.
Set up alert automations Note: This functionality is only available if you have installed the Alert automations application.	Alert automations allow 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 upon request, from the ServiceNow Store.
View change	View change requests related to your reliability tasks.	View a change request for SRM service approval