ServiceNow is a Visionary in the Gartner Magic Quadrant for Application Performance Monitoring and Observability 

  • IT Management
  • About ServiceNow
  • 2023
  • Ben Sigelman
July 12, 2023

ServiceNow named a Visionary in the 2023 Gartner Magic Quadrant for Application Performance Monitoring (APM) and Observability

I’m thrilled to announce that ServiceNow has been recognized as a Visionary in the 2023 Gartner® Magic Quadrant™ for Application Performance Monitoring (APM) and Observability.

We believe this validates our strong vision and unique ability to help customers bring unified telemetry into their existing ServiceNow® Event Management and Service Operations solutions, reduce mean time to resolution (MTTR), and accelerate innovation.

Bridging legacy systems and modern operations

ServiceNow Cloud Observability is one of the few end-to-end solution that unifies critical telemetry data in a single platform to improve security, governance, workflows, collaboration, customer experiences, and return on investment. We’ve been steadily revolutionizing how enterprise teams identify and solve issues fast and make their entire stack more reliable and resilient.

Some of our recent innovations include:

  • Service Graph Connector for OpenTelemetry enables organizations to easily pull large volumes of data from cloud frameworks such as OpenTelemetry and Kubernetes directly into ServiceNow without additional tooling.  It also helps reduce the risk associated with third-party data integration, as it’s certified by ServiceNow and designed, developed, and tested under the Service Graph Connectors Program.

  • Cloud-native logging offers a complete view of all digital user interactions and reduces nonessential data, saving time and resources for DevOps teams.

  • Unified Query Language (UQL) provides one language for teams to use observability-as-code and helps enable deep uniformity and extensibility across the entire observability experience.

Expanding visibility with unified telemetry

The integration of Cloud Observability builds on ServiceNow IT Service Management and IT Operations Management solutions—the de facto standards in many enterprise organizations—giving customers a vetted and trusted partner to bridge legacy systems with modern operations.

Cloud Observability completes the visibility picture across the enterprise by helping organizations easily identify issues, reduce MTTR, and break down silos to protect revenue and boost customer satisfaction.

We believe observability should extend beyond DevOps and site reliability engineering (SRE) teams to provide greater value, transparency, and certainty to everyone involved in mission-critical, digital business applications. Since the acquisition of both Lightstep and Era Software, which power Cloud Observability, ServiceNow has realized that end-to-end vision to help drive enterprisewide transformation and outcomes.

Accelerating innovation

By democratizing telemetry pipelines and the data generated by applications, we've led the industry to embrace portable, always-on, and always-open observability. This is vital for true end-to-end visibility, time and cost savings, and the freedom to innovate at scale. Through our commitment to and advancements in the OpenTelemetry project, we’ve created a solid foundation for everyone to innovate even faster.

To drive digital transformation and meet demand, organizations are shifting from fragmented point solutions to unified, integrated workflows. This is where ServiceNow shines.

By combining cloud observability, AIOps, governance, and security, customers can resolve cloud-native service issues fast, enhance cross-team collaboration, and harmonize SRE, DevOps, and IT ops practices. When harmony exists, teams can focus on what they do best: innovating and delivering exceptional products and experiences at scale.
Thank you to our customers, partners, and team, who continuously reduce complexity and make the world work better for everyone.

Read the complete Gartner Magic Quadrant for APM and Observability report.

Gartner, Magic Quadrant for Application Performance Monitoring and Observability, 5 July 2023, Gregg Siegfried, et al.

Gartner does not endorse any vendor, product, or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. 

GARTNER and Magic Quadrant are registered trademarks and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.

© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, 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.


  • 3 boomerang employees who returned to ServiceNow
    Returning to ServiceNow: Insights from 3 boomerang employees
    Watch as three boomerang employees share their stories about why they came back to ServiceNow and how they’re excelling both personally and professionally.
  • Intelligence in business: group of workers with laptops and smiles
    Now on Now
    How ServiceNow brings intelligence to every corner of the business
    The ServiceNow platform provides intelligence in three areas to continuously drive improvement across the enterprise: experience, speed, and decisions.
  • Health and safety: 2 workers in hard hats examining a facility
    Crisis Management
    ServiceNow acquires Enable tech to improve health and safety management
    ServiceNow-acquired Enable technology—native to the Now Platform—will help accelerate and scale existing health and safety solutions. Learn more.

Trends & Research

  • RPA: group of workers gathered around a conference table looking at a laptop
    AI and Automation
    Forrester report: ServiceNow debuts as a Strong Performer in RPA
  • #1 in ITSM, AIOps and IT Operations Market Share: Organizations around the world count on ServiceNow in times of change.
    IT Management
    ServiceNow is No. 1 for AIOps, IT operations, and IT service management categories by market share
  • ESG technology: green surrounding a river, woman smiling, 2 government employees in conversation
    Cybersecurity and Risk
    Survey says ESG technology drives results