Introducing Synthetic Monitoring in ITOM: 24/7 Proactive Monitoring for Your Critical Resources

[ParkerFromNOW]

In today's digital landscape, service availability isn't just important—it's critical. That's why we're excited to announce the launch of synthetic monitoring, a powerful new feature in ServiceNow's ITOM Enterprise suite, available now in our Q1 2025 store release.

What is Synthetic Monitoring?

Think of synthetic monitoring as your tireless digital watchdog. It continuously sends scheduled requests to your websites and API endpoints, ensuring they're not just available but performing optimally around the clock. ITOM synthetic monitors proactively identify potential problems before they impact your end users.

Comprehensive Monitor Dashboard

Our new monitoring dashboard provides a centralized view of all your synthetic monitors, featuring:

• Real-time status updates for all monitored endpoints
• Detailed response time metrics and status code information
• Complete alert history
• Quick access to CI (Configuration Item) information

A dashboard in the synthetic monitor module in ITOM showing a list of monitors, with varying statuses ranging from Success to In Progress to Failed

Flexible Configuration Options

Setting up monitoring is straightforward and customizable:

• Monitor both public and private endpoints by executing checks from your ACC instances
• Configure custom HTTP methods and parameters
• Add authentication credentials and custom headers
• Set up custom assertion criteria
• Choose monitoring frequencies down to once per minute

The "Create monitor" page in the ITOM synthetic monitor module, with a "Demo monitor" name given to a monitor, and a number of configuration options including HTTP Method, Request Headers and Body, Authentication Credentials, and monitor location. Selected is an option to select an HTTP endpoint CI, and an informational popup provides a link to add new endpoints

 

Automated Alert Management

Stay informed of any issues with sophisticated alert features:

• Immediate notifications when endpoints become unavailable
• Customizable alert severity levels
• Automatic mapping of alerts to affected services
• Rich context for faster troubleshooting

A single monitor's dashboard detail page in ITOM's synthetic monitoring module. It shows a monitor titled "Maint User Created" , and has links to related CIs, as well as two charts showing historical status and monitor response time.

 

Business Impact

The introduction of synthetic monitoring brings several key benefits:

• Reduced Mean Time to Identify (MTTI) and Mean Time to Resolve (MTTR) through rapid issue detection and rich contextual information
• Improved service reliability through proactive monitoring
• Enhanced visibility into service performance and availability
• Streamlined operations with monitoring configured and managed directly within ITOM, and checks executed from ACC instances. 

Get Started

Ready to enhance your monitoring capabilities?

Synthetic monitoring is available now in the ServiceNow store - for installation instructions and to learn more about implementing synthetic monitoring in your environment, visit the ServiceNow store or contact your ServiceNow representative. If you'd like to talk with our Product team about your use cases, feel free to reach out.