Service Observability release notes

  • Release version: Store
  • Updated June 11, 2026
  • 3 minutes to read
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    Summary of Service Observability release notes

    Service Observability offers ServiceNow customers a powerful solution to gain comprehensive visibility into business-critical applications and underlying infrastructure. It enables faster root cause analysis, reduces mean time to resolution (MTTR), and quantifies business impact by consolidating data from multiple monitoring tools into a single platform. The application supports hybrid IT estates and multi-cloud environments with robust integrations and AI-powered insights to enhance operational efficiency and problem resolution.

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    Key Features

    • Enhanced Roles and Access: Service Observability roles now have full-read data access to alerts and incidents, including a default alert view for easier monitoring.
    • Third-Party Integrations: Expanded integrations include LogicMonitor, Zabbix, Cisco ThousandEyes, Splunk Enterprise (with business metrics from logs), AppDynamics, Prometheus, Azure, AWS, and Dynatrace (including on-premises support and new query capabilities).
    • AI-Powered NowAssist Skills: New generative AI skills summarize individual dashboards and overall service health directly within the Service Operations Workspace, helping operators quickly understand service status and insights.
    • Network Metrics Dashboards: Out-of-the-box dashboards for network performance monitoring tools such as SolarWinds NPM, Cisco ThousandEyes synthetic tests, and Zabbix (on-premises) enable comprehensive network performance visibility.
    • Data Mapping Improvements: Performance enhancements allow faster loading of the Data Mapping page even with large service maps. Users can view the number of services configured and navigate to affected services easily. Variables can be used in tag configurations and tested before saving.
    • Customizable Dashboards and Domain Separation: Dashboard templates on Observability and Overview tabs are now customizable. Domain separation support enables better data security and segregation.
    • Service Setup and Administration Enhancements: Services no longer require activation with Service Relationship Management (SRM) to be used. Setup can be done via the Service Operations Workspace Admin Center without sysadmin privileges. Upgrade scripts assist with data mapping compatibility.

    Practical Benefits

    • Enables end-to-end visibility into application and infrastructure performance, bridging IT and business perspectives.
    • Improves root cause analysis speed and accuracy by consolidating diverse data sources and providing AI-driven insights.
    • Reduces operational impact by calculating blast radius and correlating application changes to infrastructure.
    • Maximizes existing monitoring investments through extensive integrations and data consolidation.
    • Simplifies administration and customization to fit organizational needs and security requirements.

    Version history for the Service Observability application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 1.13.3 - June 2026
    • Improved:
      • Service Observability roles now see the default alert view and havefull-read data access to alerts and incidents.
      • Improvements to the filtering experience when viewing MetricBase data in Service Observability dashboards.
    Version 1.12.2 - May 2026
    • New: New third-party integrations with LogicMonitor
    • Improved:
      • Data Mapping page performance enhancements
      • The Data Mapping page now loads faster when a large number of services are being mapped.
      • The Data Mapping list view now displays the number of services configured in the map. Click that link to view the affected services.
    Version 1.11.9 - March 2026
    • New:
      • Two new NowAssist skills that summarize Service Observability dashboards:
        • The Analyze Service Observability dashboard skill uses generative AI to summarize a single Service Observability dashboard and calls out any insights it finds in charts. This summary helps operators quickly orient to and understand a particular dashboard.
        • The Analyze Service Health skill uses generative AI to analyze all available Service Observability dashboards for the selected service in the Service Operations Workspace (SOW). It generates a summary of a service’s health and calls out any insights it finds in the charts. This skill is available from the header of a service record in the SOW. This skill also runs automatically as part of the alerts autonomous workflow, and from theInvestigate tab in Incident Management.
    • New third-party integrations:
      • Zabbix
      • CiscoThousandEyes
      • Splunk Enterprise:You can now include business metrics derived from logs directly in the context of a service
    • Network metrics dashboards: Service Observability can now display metrics from network performance monitoring systems. Out-of-the-box dashboards include:
      • SolarWinds NPM
      • CiscoThousandEyes synthetic tests
      • Zabbix (on-premises)
    • Improved:
      • Service Observability can now display additional metrics from previous integrations:
        • Dynatrace integration now supports Grail (DQL) and Classic queries, as well as metrics from on-premises Dynatrace environments (Dynatrace Managed)
        • Splunk metrics now includemetrics fromlogs
        • Note that you must have metadata tagging in place to support the additional metrics.
    Version 1.10.12 - December 2025
    • New:
      • Integrations with AppDynamics and Prometheus data sources
      • Import charts/dashboards from Azure and AWS
      • Add Health Log Analytics data to charts
    • Changed:
      • Return Dynatrace metrics from Processes and Process Groups
      • Use service fields as variables in data mapping tag key/value configuration, and then use those variables in a chart's query
      • Test data mappings before saving
      • View Service Observability Overview dashboard from the Incident Management (Investigation) tab
      • Improved chart metadata
    Version 1.6.4 - May 2025
    • New:
      • The dashboard templates used for the Observability and Overview tabs can now be customized
      • Service Observability now supports domain separation
    • Changed:
      • Services no longer require activation with SRM before they can be used with Service Observability
      • Service Observability admins can now set up Service Observability in the SOW Admin Center without the need for a sysadmin
    • If you are upgrading from a previous version of Service Observability, you must run the "populate service_ci column from SRM serv" fix script to update data mappings to work with this version.
    • If using Service Observability v1.6.4 you can upgrade to SRM version 6.3.1.
    Version 1.5.0 - February 2025
    • Through ServiceNow's comprehensive approach to managing the hybrid IT estate, we can help connect the data and insights from your technologies to provide a seamless view into the performance of your business-critical applications.
    • Service Observability enables organizations to connect data and insights to quickly and efficiently resolve problems by improving the accuracy of root cause assessment and quantifying business impact. With Service Observability, organizations can:
      • Gain end-to-end visibility of the performance of business-critical applications to bridge IT and business
      • Calculate blast radius and reduce mean time to resolution (MTTR) by overlaying changes of your application to underlying infrastructure.
      • Maximize your existing technology investments. Consolidate data from multiple toolsets into one platform for faster root cause analysis.
    • ServiceNow's approach to AIOps provides robust integration points with monitoring tools and hybrid/multi-cloud environments to prevent the impact of issues and automate resolution.