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Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Configuring Service Reliability Management

Configuring Service Reliability Management (SRM) involves installing it from the ServiceNow Store or Service Operations Workspace Admin Center. You can also assign administrators and import services and teams.

Using guided setup for SRM

The guided setup provides a sequence of tasks to help you configure SRM on your instance. To open the guided setup, navigate to All > Service Operations Workspace Admin Center > Overview. Next, find the Service Reliability Management tile and select Configure.

SRM configuration documentation

Visit the following pages to set up and configure SRM. The content is primarily for srm_admin or admin users.

  1. Install Service Reliability Management
    Install the Service Reliability Management (SRM) application from the Admin Center or ServiceNow Store.
  2. Assign an administrator to Service Reliability Management
    Add people from your ServiceNow instance to administer Service Reliability Management (SRM) and your service operations.
  3. Activate teams and services in SRM
    Activate teams and services to be managed in the Service Reliability Management (SRM) application.
  4. Customize service approval settings
    Add an approval process to your services for governance.
  5. Customize team approval settings
    Customize how team approvals work when non-admin users create or add a team in Service Reliability Management (SRM). This feature, also known as team governance, helps you control access and align with internal policies.
  6. Configure error budget actions for breached SRM SLOs
    Configure the actions that the team can select when the error budget of a service level objective (SLO) is breached.
  7. Approve a change request for SRM
    Approve a service change request in Service Reliability Management (SRM) to allow the requested action to proceed.
  8. Configure fields for escalation triggers
    Configure additional fields for on-call escalation triggers in Service Reliability Management (SRM).
  9. Configure Twilio to send notifications in SRM
    Connect your Service Reliability Management (SRM) instance and Twilio account to send notifications to teams.
  10. Install the Alert Automation application
    Install the Alert Automation application and any supporting applications.

Parent Topic:Service Reliability Management