DATA SHEET ServiceNow® Service Reliability Management Service Reliability Engineering (SRE) is essential for ensuring that critical services and applications run smoothly and efficiently. However, maintaining the reliability and availability of these services is a complex challenge. Disconnected monitoring tools often generate isolated streams of data, making it difficult to gain a comprehensive view of system health. This fragmented data requires manual correlation, which can be time-consuming and may result in an overwhelming number of alerts that do not necessarily impact business operations. Managing a diverse set of resources, including cloud services, containerized environments, network infrastructure, and data storage, can be a daunting task. SRE teams are often left piecing together this data manually to determine what is happening across their systems, which can lead to confusion and delays in response. For example, it might take hours to identify issues affecting an application’s performance, with additional hours spent diagnosing the root cause. This process is not only inefficient but can also lead to prolonged downtime and a significant impact on business productivity. The ServiceNow solution Service Reliability Management is a cutting-edge solution integrated within the ServiceNow platform that empowers IT teams to maintain and improve the reliability of their services. SRM goes beyond traditional IT operations management by focusing on the principles of Site Reliability Engineering (SRE), enabling organizations to anticipate potential issues and resolve them before they impact end users. SRM is designed to align IT service management (ITSM) and IT operations management (ITOM) practices, bridging the gap between these traditionally siloed areas. By doing so, SRM helps organizations move from a reactive to a proactive approach to managing IT services, ultimately improving service availability and performance. Benefits Integrate with Ease Leverage out-of-the-box 3rd party connectors to integrate with the APM tools your teams use. SRM also allows for custom connectors for any unsupported tool. Gain Service Visibility in Minutes Onboard teams and their microservices in minutes in a single ServiceNow Workspace. Users can shift from many screens to one workspace tracking microservice health in context of SLOS. Reduce Downtime SRM's proactive monitoring and incident response capabilities help prevent downtime by addressing issues before they impact end users. Improve Service Quality With a focus on reliability and performance, SRM ensures that services meet or exceed their SLOs, leading to improved customer satisfaction. Enhance Operational Efficiency By automating on-call management and streamlining incident response, SRM reduces the burden on IT teams, allowing them to focus on more strategic initiatives. Foster a Culture of Continuous Improvement SRM encourages the adoption of SRE principles, driving continuous improvement in service reliability through data-driven insights and post-incident analysis. 1 ServiceNow Service Reliability Management DATA SHEET Team-based On-Call Management SRM introduces a robust team-based on-call management system that streamlines incident response processes. By automating the management of on- call schedules, alerts, and escalations, SRM ensures that the right people are notified at the right time, reducing response times and minimizing the impact of incidents on service reliability. 2 Advanced Monitoring and Alerting SRM integrates with existing monitoring tools to provide a unified view of service health. This integration enables IT teams to detect anomalies and potential issues before they escalate into major incidents. With customizable alerting mechanisms, SRM ensures that critical alerts are prioritized and routed to the appropriate teams for swift resolution. Strategic Alignment with SRE Principles SRM is built on the foundation of Site Reliability Engineering, promoting practices such as error budgets, service level objectives (SLOs), and post-incident reviews. This alignment with SRE principles helps organizations adopt a data-driven approach to service reliability, continuously improving their operations based on real-world performance metrics. Collaboration and Incident Response SRM enhances collaboration across IT teams by providing a centralized platform for incident response. With features like integrated chat, automated runbooks, and incident timelines, SRM enables teams to work together seamlessly, reducing the time it takes to resolve incidents and restore service. SN_DataSheet_TEMPLATE_JAN_2022 servicenow.com/ITOM © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. DS-Predictiv AIOps-050322 The SRM Workflow Step 1. Product teams in IT or Lines of Business deliver new technical and application services Example: new customer billing portal Step 2. Services moved to production have SLO definitions set for their performance to ensure business outcomes Example: 95% monthly availability Step 3. Monitoring integrations are set up to collect the real- time health of services in production Example: Cloud Observability, Datadog Step 4. Alerts are opened when services are underperforming Example: portal latency is exceeding 7 seconds Step 5. When the alerts point to an outage or customer- impacting degradation, incidents are created, and on- call notifications notify team resources Example: Billing SRE Team notified via phone call Step 6. After incidents are collaboratively diagnosed and remediated, action items for improved resilience are captured Example: Billing team decides to add additional web server capacity Step 7. Management reviews SLO performance, prevents changes when error budget is exhausted, and prioritizes improvement initiatives for underperforming services