Service Reliability Management release notes
Summarize
Summary of Service Reliability Management release notes - Zurich Release
The ServiceNow® Service Reliability Management (SRM) application in the Zurich release enhances your organization's ability to respond, collaborate, track, and self-remediate alerts and incidents. This update introduces automation, improved monitoring, and streamlined user experiences to help teams better measure and manage service reliability.
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Key Features
- Auto-generate Service Level Objectives (SLOs): With the Now Assist for ITOM plugin, the new SLO creator agent automatically generates SLOs by analyzing incidents, alerts, and outage events, enabling faster adoption and tracking of service reliability.
- Remove Unneeded Services: Starting in version 6.5.0, you can remove services from SRM to keep monitoring data relevant. Removed services are cleared from SRM views but remain in the Configuration Management Database (CMDB) and can be re-added anytime.
- Outage-based Service Level Indicators (SLIs): Create outage-based SLIs alongside alert-based SLIs to track real downtime and customer impact more comprehensively. The creation flow for SLOs, SLIs, and error budget policies is also simplified.
- Error Budget Notifications: Send alerts about error budget policy violations to notification destinations such as Microsoft Teams, which now features a button for quick access to the relevant SLO within SRM.
- Service Reliability Dashboard: Monitor and manage service performance with interactive charts and SLO tables, allowing visualization of error budgets and identification of issues across services.
- Team Approval Customization: Assign different approval teams for new and existing requests with more flexible governance settings available directly in the Service Operations Workspace Admin Center, eliminating manual Catalog Builder setup.
- UI Enhancements: The new Coral theme is the default for portals, web, and mobile with Next Experience or Core UI, offering a fresh, brand-neutral look and a dark mode option. SLOs now include work notes visible in the activity panel for comprehensive change tracking.
- Terminology and Navigation Updates: Application service and technical service are renamed to service instance and technology management service for consistency. Integrations Launchpad and Alert Automation are now accessed via the ITOM Admin Experience icon in Service Operations Workspace.
Activation and Plugin Information
SRM and the ITOM Mobile Agent are available through the ServiceNow Store and require installation requests. The Zurich release introduces the new AI Agents for SLO plugin, designed to enhance service resilience using AI capabilities.
Practical Impact for ServiceNow Customers
With these Zurich release enhancements, ServiceNow customers can expect improved automation in SLO creation, more accurate and relevant service monitoring by removing obsolete services, and richer insights through outage-based SLIs. The enhanced dashboard and notification features support proactive management and faster incident resolution. UI and governance improvements streamline administrative tasks and improve user experience across platforms.
The ServiceNow® Service Reliability Management (SRM) application helps your organization respond, collaborate, track, and self-remediate when working on alerts and incidents. SRM was enhanced and updated in the Zurich release.
SRM highlights for the Zurich release
- Auto-generate service level objectives (SLOs) to help teams track service reliability in SRM.
- Starting in version 6.5.0, remove unneeded services from SRM to keep your monitoring data relevant.
- Starting in version 6.5.0, track real downtime and customer impact with outage-based service level indicators (SLIs).
- Get timely error budget updates that reflect the impact of ongoing, open alerts.
- Track, manage, and visualize service performance with the Service reliability dashboard.
See Service Reliability Management for more information.
New in the Zurich release
- Auto-generate SLOs for SRM services
- Use the SLO creator agent to generate SLOs for your SRM services. This capability is available with the Now Assist for ITOM plugin. The agent analyzes incidents, alerts, and outage events to automatically create SLOs, helping teams adopt SLOs faster and track service reliability.
- Remove a service from SRM
- Starting in version 6.5.0, remove a service from SRM when you no longer need to track or monitor its reliability. Removing a service clears it from SRM views, including the Service page and Service reliability dashboard. The service remains in the Configuration Management Database (CMDB), and you can add it back to SRM at any time.
- Create outage-based SLIs
- Starting in version 6.5.0, add outage-based SLIs to track real downtime and customer impact. Use them with existing alert-based SLIs for a broader view of reliability. The flow for creating service level objectives (SLOs), SLIs, and error budget policies is also improved to simplify setup.
- Keep teams informed with notification destinations
- Send notifications about error budget policy violations to notification destinations. The first supported destination is Microsoft Teams, which lets you post details in specific channels and link back to SRM for further investigation.
- Monitor service reliability in a dashboard
- Use the Service reliability dashboard to monitor and manage service performance. The dashboard offers multiple visualizations to help you track error budgets, monitor SLOs, and identify issues across your services. Starting in version 6.4.1, monitor reliability using interactive charts and a new service level objective (SLO) table in the Service reliability dashboard.
- Customize team approval settings
- Customize team governance with more flexibility and less manual effort. You can assign different approval teams for new and existing team requests. The customization options are also fully available in the Service Operations Workspace Admin Center and no longer require manual setup in the Catalog Builder.
UI changes
- Coral theme
- Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.
- Work notes for SLOs
- In version 6.6.1, SLOs include work notes on the Details tab. Posted work notes are visible in the Activity panel, providing a unified view of both manual and automated SLO changes.
- Microsoft Teams notification update
- In version 6.5.0, the error budget policy violation notification in Microsoft Teams now includes a button instead of a text link. The new button makes it easier to open the relevant SLO directly in SRM.
- New service class names
- In version 6.5.0, application service and technical service are now called service instance and technology management service. The terminology update aligns with current naming standards.
- Enhanced SLO table view
- In version 6.5.0, the Service level objectives table on the SRM Reliability metrics tab has a new layout, which improves readability and navigation.
- New navigation for Integrations Launchpad and Alert Automation
- In version 6.5.0, the icons for Integrations Launchpad and Alert Automation have been removed from the primary navigation. You can now access them under the ITOM Admin Experience icon in the Service Operations Workspace.
- Updated Service reliability dashboard
- In version 6.5.0, the High burn rate chart now links to a chart view instead of a list view. The new link helps you better visualize and explore SLO performance.
Activation information
Install SRM or ITOM Mobile Agent by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Plugin information
- New plugins
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The following plugin is new in Zurich:
AI Agents for SLO (sn_ai_agents_slo): AI agents for SLO can help customers improve service resilience.
Accessibility information
- Dark theme
- The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability.