Working with reliability metrics
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Summary of Working with reliability metrics
This content explains how ServiceNow's reliability metrics and features help you monitor service health, respond to issues, and support business goals through Service Reliability Management (SRM). It highlights key tools such as the Service reliability dashboard, notification destinations, and the Reliability metrics tab to provide a comprehensive approach to tracking and managing service reliability.
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Service reliability dashboard
The Service reliability dashboard offers a customizable, high-level visualization of service performance. It displays data on service states, error budgets, and service level objectives (SLOs) across all services managed in SRM. Accessible via the Service Operations Workspace, the dashboard enables you to monitor reliability trends over time and supports proactive management of service health.
Notification destinations
Notification destinations allow teams to stay informed about service reliability issues by sending alerts when error budget policies are breached. These notifications help ensure timely responses to reliability problems. You can manage notification destinations within your team settings in Service Operations Workspace, linking them to error budget policies for automated communication.
Reliability metrics tab
This tab provides detailed insights into how a specific service meets its reliability goals by tracking SLOs, service level indicators (SLIs), and error budgets. Accessible per service in Service Operations Workspace, it allows you to create, edit, and view reliability metrics to maintain service performance.
Service level objectives table
Within the Reliability metrics tab, the Service level objectives table summarizes key SLO details:
- Name: Identifies the SLO, with links to detailed records.
- Reliability: Shows current SLO state (e.g., stable, at risk, critical).
- % Error budget remaining: Indicates the available error budget for the compliance period.
- Compliance period: Defines the time window for performance measurement (monthly or rolling days).
- SLI type: Categorizes performance metrics such as availability, errors, latency, or saturation.
- Source type: Specifies data origin (alerts or outages), excluding planned outages.
- Updated and Updated by: Records last modification details for auditability.
- State: Indicates the operational status of the SLO (e.g., running, retired).
Note: For performance optimization, historical SLO and SLI data older than one year is archived, and after five years, deleted, so archived data does not appear in tables or visualizations.
Learn about the reliability metrics and features that can help you track service health, respond to issues, and support business goals.
Service reliability dashboard
The Service reliability dashboard displays a customizable, high-level view of service performance. It helps you monitor and manage reliability using visualizations that track service states, error budgets, and service level objectives (SLOs) over time.
The dashboard displays information about all services in Service Reliability Management (SRM). You can access the dashboard in Service Operations Workspace in the following ways:
- Navigate to Services (
) > Service reliability. - Navigate to Home (
) > Service reliability
Notification destinations
Notification destinations help keep teams informed about service reliability. Attach them to error budget policies to send notifications when a policy is breached.
To view and manage notification destinations in Service Operations Workspace, navigate to .
Visit the following links to learn more about creating and working with notification destinations:
Reliability metrics tab
The Reliability metrics tab shows how well a specific service is meeting its reliability goals. Use it to track SLOs, service level indicators (SLIs), and error budgets for a service.
To view the Reliability metrics tab in Service Operations Workspace, navigate to Services () > [Your service] > Reliability Metrics.
See these links to learn more about what you can do in the Reliability metrics tab:
Service level objectives table
On the Reliability metrics tab, the Service level objectives table includes the following details about the service SLOs:
- Name - Name of the SLO. You can select the name to view the SLO record.
- Reliability - Current state of the SLO. For example, stable, at risk, or critical.
- % Error budget remaining - Percentage of the error budget still available in the current compliance period.
- Compliance period - Time window used to calculate performance:
- Month - Current month, for example, if the current date is January 26, the month is January 1 through January 31.
- Rolling 7, 30, or 90 days - Number of days from the current date. For example, for rolling 7 days, the duration is 7 days back from the current date.
- SLI type - Performance category being measured:
- Availability - Percentage of time your service or configuration item is available, also known as uptime.
- Errors - Frequency of your service errors.
- Latency - Time that it takes to service a request.
- Saturation - Fullness of your system, focusing on resource usage.
- Source type - Origin of the data used to calculate the SLIs for this SLO:
- Alert - Uses alerts from integrated monitoring tools.
- Outage - Uses outages detected by monitoring tools and reported by users. An outage indicates when the service was unavailable. This source type excludes planned outages, such as scheduled maintenance.
- Updated - The date and time the SLO was last edited.
- Updated by - The user name of the person who last edited the SLO.
- State - Status of the SLO. For example, running or retired.