Amidst the surge of monitoring and observability solutions, organizations now face a critical challenge: their crucial data is fragmented, trapped within multiple siloed systems. What’s missing is a single unified view of the IT estate provided by the monitoring solutions. As the organization moved – at speed – to leverage the newest technologies to improve the experience of customers and stakeholders, they introduced multiple siloes and distinct monitoring and management solutions contributing to:
- Stagnant innovation reducing the product experience as teams are troubleshooting upstream and downstream dependencies
- Lost productivity due to the classic war room scenario when outages occur
- Poor incident and change management processes limiting teams’ visibility into what other parts of the business are working on
- High mean time to resolution (MTTR) because either the data is siloed off in a separate solution, or teams are unaware of dependencies on other applications or services
- Overspend on cloud resources to support a growing cloud deployment with limited insights into HOW the cloud is being used
- A disconnected L1/L2 handoff with your layer two operators redoing the analysis that your layer one triage team already did, resulting in unnecessary rework on the way to resolving an issue
- Siloed IT, risk, and security processes with difference sources combining to create a view of your organization’s security estate that is incomplete
As unfortunate as it sounds, the attempt to improve the customer experience has resulted in a poor experience for your teams as they try to troubleshoot or resolve an incident across the incident lifecycle.
Introducing service-aware observability
Service Observability – now available – enables organizations to consolidate their vast monitoring and observability practices to provide a single, unified view into the underlying performance of their applications. By providing teams with a “Single pane of glass” or “Platform of Platforms,” ServiceNow is enabling cross-system visibility regardless of the underlying telemetry data – network, host, database, or application. By providing central operations teams with the same data that appdev teams rely on, Service Observability enables central operations teams with the context needed to triage issues independently without the need to engage subject matter experts. By providing a level of autonomy for level one and level two operations teams, Service Observability facilitates a more functional triage and problem resolution process.
By reducing the amount of time it takes to effectively triage events/alerts and route tickets to the correct team, Service Observability aims to reduce mean time to identification (MTTI) and mean time to resolution (MTTR) by enabling evidence-backed decisions during the triage and investigation phases of alerts and incidents for important services.
The key to service operations excellence is service visibility. Visibility into the underlying performance of services as they cross between teams, departments, and clouds enables better cross-team collaboration. Having a single, centralized location across multiple different monitoring and observability toolsets is key to improving service availability. Service Observability provides an end-to-end view of the performance of business-critical services, bridging IT and business within a single workspace. Without visibility into the how of your application (how A talks to B), when your teams begin attempting to understand the why of an outage or incident, your teams spend (or waste) valuable minutes piecing together upstream and downstream dependencies to isolate why A is no longer talking to B.
Improving business impact with Service Observability
Being service-aware makes a difference when your teams are troubleshooting issues at the host or infrastructure level. By harnessing your investment in ServiceNow and the CMDB – we are building on your organization’s data foundation, and the data foundation for ServiceNow by providing a central system of record of configuration data for your infrastructure and applications across on-premise, cloud, and microservices.
What makes this different, is that this is service-aware enabling you to understand the impact of infrastructure and applications to the business. By providing end-to-end visibility into the business-critical services that your business runs, or runs on, Service Observability surfaces potentially business-impacting issues or outages to the right stakeholders. By combining insights across your IT estate into a single view, Service Observability is providing a centralized location for your team to begin their troubleshooting journey to ensure your customers – whether they’re internal or external – continue to have an optimum experience.
Try out Service Observability today or tune in to our upcoming webinar to see it in action.
