New Relic Observability tab for Service Observability

  • Release version: Zurich
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of New Relic Observability tab for Service Observability

    The New Relic Observability tab within the Service Details page in Service Observability (SOW) provides comprehensive dashboards and charts that display real-time performance and health metrics for services, associated hosts, and databases. This integration allows ServiceNow customers to monitor key operational data sourced directly from New Relic, enabling effective service performance management and troubleshooting.

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    Key Features

    • Application Dashboard: Shows essential service metrics including transaction rate, error percentage, latency, and database-related timings. These metrics help track service health and user experience impact.
    • Service Transactions Charts: Visualizes throughput, error rates, and latency for key transactions, with interactive elements to inspect individual transaction details.
    • Compute Dashboard: Displays host-level resource utilization metrics such as CPU, memory, and disk usage for servers supporting the service. It also provides access to detailed host information.
    • CMDB Database Dashboards: Presents database-specific metrics for MySQL and PostgreSQL instances associated with the service, including CPU and memory utilization, availability, connection counts, slow queries, and checkpoint activity. These dashboards link to detailed database records in the CMDB.

    Practical Benefits

    By leveraging the New Relic Observability tab, ServiceNow customers can:

    • Monitor service performance and resource consumption in a centralized view within ServiceNow.
    • Quickly identify performance bottlenecks, error spikes, or database health issues affecting service delivery.
    • Access detailed host and database information directly from operational dashboards, facilitating faster root cause analysis.
    • Use real-time and historical metrics to make informed decisions for service optimization and incident response.

    This integration streamlines observability workflows by embedding New Relic data into ServiceNow’s Service Observability module, enhancing visibility and control over critical IT services.

    Dashboard and charts on the New Relic Observability tab of the Service Details page in the SOW.

    Application dashboard

    This dashboard displays performance metrics for the selected service.
    Note:
    If the dashboards have been customized, they might not reflect the information shown on this page.
    Table 1. Service basic metrics
    Chart Description Data source
    Rate Aggregate rate of transactions through the service, per minute. New Relic
    Error % Percent of transactions that have an error. New Relic
    Latency Aggregate duration of transactions through the service, in milliseconds. New Relic
    Time spent in database calls Duration of requests to databases, in milliseconds. New Relic
    Database throughput Rate of database requests for this service, per minute. New Relic
    Time spent in database queries Time spent querying the database, in milliseconds. New Relic
    Table 2. Service transactions
    Chart Description Data source
    Rate Each line represents the throughput of a key transaction through the service. Hover over a point to view the different transaction names. New Relic
    Error % Each line represents the percentage of errors on a key transaction in the service. Hover over a point to view the different transaction names. New Relic
    Latency Each line represents the response time for a key transaction on the service. Hover over a point to view the different transaction names. New Relic

    Compute dashboard

    This dashboard displays metrics for hosts related to the service.

    Table 3. Host
    Chart Description Data source
    CPU utilization Percent of the host processing power being consumed. New Relic
    Memory utilization Percent of memory the host is using. New Relic
    Disk utilization Percent of disk space being used. New Relic
    All Active Servers Information for all servers the service is actively using. Select a host link to view more detailed information. CMDB

    Database dashboards

    These dashboards display metrics for databases related to the service.

    Table 4. MySQL
    Chart Description Data source
    CPU utilization Percent of the database's processing power being consumed. New Relic
    Memory utilization Percent of memory the database is using. New Relic
    Availability Percent of time the database is available. New Relic
    Connections Number of connections to the database. New Relic
    Slow queries Number of database queries that have been categorized as slow by New Relic. New Relic
    All MySQL Instances Information for all databases the service is actively using. Select a database link to view more detailed information. CMDB
    Table 5. PostgreSQL
    Chart Description Data source
    Scheduled Checkpoints Average number of scheduled checkpoints that were performed. New Relic
    Buffers Written for Checkpoint Average number of buffers written during checkpoints. New Relic
    Buffers Written by Background Writer Average number of buffers written by the background writer. New Relic
    Buffers Allocated Average number of buffers allocated. New Relic
    Checkpoint Write Time Time in milliseconds spent writing files to disk. New Relic
    All PostgreSQL Instances Information of all databases the service is actively using. Select a database link to view more detailed information. CMDB