Zurich Release Highlights: What's New for Service Observability

[ParkerFromNOW]

When we launched Service Observability in Yokohama earlier this year, our goal was simple but ambitious: give operations teams a unified view of service health without forcing them to abandon the existing monitoring investments made by the teams they support. With the Zurich release, we're expanding that vision with major expansions across integrations, functionality, and use cases.

The Integration Ecosystem Keeps Growing

As of the Zurich release, teams can now view metrics right from Service Observability from providers including:

• Cloud providers: AWS CloudWatch, Azure Monitor
• APM Providers: Solarwinds, Splunk Observability, Datadog, Dynatrace, New Relic
• First-party metrics: MetricBase (including metrics from ACC agents and Metric Connectors)

With more on the way!

This isn't just checkbox integration support. Each integration remotely queries health metrics directly from these tools with no data migration or re-instrumentation required. Your SRE team can keep using Datadog while ops gets the unified visibility they need through ServiceNow.

Copy/Paste Your Way to Better Dashboards

This one's deceptively simple but game-changing: you can now copy your favorite charts from your APM tools and paste them into Service Observability dashboards.

For each integration we're able to take the chart's underlying definition (called a "query"), expose the right signals, and maintain real-time updates. If you've got a killer dashboard in New Relic that perfectly shows your payment service's health? Ctrl+C, Ctrl+V, done!

MetricBase Integration: Closing the Loop

For teams using ServiceNow's ACC agents or building custom Metric Connectors, you can now power Service Observability dashboards with MetricBase metrics. This means you can correlate business metrics, synthetic monitoring results, or custom KPIs directly alongside your technical observability data.

Suddenly that "conversion rate" metric sits right next to "API response time" in the same service view. Cause and effect become more obvious when they're closer together in your workflow.

Expanded CMDB Service Support

We've expanded beyond technical services to include Business Services and other CMDB service types. This lets you set up observability across both technical and business layers seamlessly. The payoff? Executives get their high-level business service view while ops maintains granular technical visibility, all from the same platform, all speaking the same language about service health.

Getting Started

Service Observability enhancements are available now as part of the Zurich release, and you can download the app in the ServiceNow Store. Check the documentation for integration setup guides, or reach out to your account team to discuss your specific monitoring landscape.