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Configuring Service Reliability Management › Service Reliability Management › ITOM AIOps › IT Operations Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Configure Twilio to send notifications in SRM

Connect your Service Reliability Management (SRM) instance and Twilio account to send notifications to teams.

Before you begin

Before you begin, you must have a String Identifier (SID) and an authentication token for an active Twilio account.

Note: Performing this action requires ServiceNow expertise.

Role required: srm_admin or admin

About this task

You can adjust what gets sent from Twilio by editing the on-call workflow in the system.

Procedure

  1. Navigate to All > Service Operations Workspace Admin Center > Configurations.

  2. Select Service Reliability Management > Integrations > Twilio API Key.

  3. Select Twilio Config.

  4. In the new window, select here to edit the record.

  5. Enter the Account SID value.

  6. Enter a Validity Period value.

  7. Select Connect to activate the key or Save to save your changes without activating.

Parent Topic:Configuring Service Reliability Management

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