Tools to monitor ServiceNow instance performance

ashwanikumar
Tera Expert

‎03-29-2023 05:19 AM

Hi Team,

 

There have been many performance related issues in my customer's instance. Sometimes instance load faster and sometime instance load slow. This issue is very random

Also there are many automated performance related Hi case created by the servicenow alert system.


How can I monitor servicenow performance? How can I proactively monitor and catch such issues?

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5 REPLIES 5

Community Alums
Not applicable

‎03-29-2023 06:02 AM

Hi @ashwanikumar ,

Based on the experience for ServiceNow Slowness issue and recommendations from ServiceNow, the below parameters can be identified for monitoring the performance of an instance.  If we spot an uncharacteristic jump in these numbers, it can be an indicator that there is an underlying issue leading to degraded performance or other issues, which needs to be identified and addressed.

  1. Logged In users – Total number of logged in users for each node.
  2. Events Pending – It shows the mean number of the events queued in Ready State. If the count is increase the threshold, it depicts issue with the running events in the instance.
  3. Incidents Updated/Created - All Updated and Created Incidents for Today to check for the running transactions.
  4. Long Running Jobs - All Long Running Jobs in the system which are struck or running for long time, consuming more system usage.
  5. Table Cleaner Job – this job deletes temporary records older than 7 days and schedule to Run every hour. 
  6. Transform Histories – this is used to track for the Jobs that runs for more than the defined threshold duration.
  7. Slow Queries - use slow query logs to gain insight into how queries are affecting platform performance.  Use slow query data to evaluate the need for new indexes or changes to existing indexes.

Also, refer to this link :Platform performance 

nzmoko
Tera Contributor
In response to Community Alums

‎12-08-2024 10:04 PM

...but who watches the watcher? ServiceNow aren't going to contact me at 2am to tell me our instance is down.

 

Is anyone actually monitoring ServiceNow?

Zach N
Tera Guru
In response to nzmoko

‎05-06-2025 03:18 PM

Your company's Now Support portal should allow you to configure contacts for things like outages, and these are typically sent as an email when your instance goes down (a customer case should be created automatically). Unfortunately I don't have access to a Now Support portal to verify, but you might also be able to set up SMS based alerts.

There are also third-party applications that perform cloud-service monitoring (such as watching a website URL) that can be configured to notify you if the URL is no longer reachable.

In general if you have concerns around outage notifications, I would talk to your account rep (as your Service Provider) about what options are available.

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