--- sourceDocument: Australia Impact sourceDocumentLink: https://www.servicenow.com/docs/r/impact Release : - australia ft:locale : - en-US ft:publication_title : - Australia Impact ft:clusterId : - ipact bundleId : - ipact --- # Monitor instance performance # Monitor instance performance with Instance Observer {#ariaid-title1} * Release version: Australia * * Updated March 12, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Monitor instance performance with Instance Observer Instance Observer (IO) is a cloud-based observability and performance monitoring tool designed for ServiceNow Platform instances. It enables Instance administrators, Platform Owners, and DevOps teams to monitor instance health and performance in near real-time, while also providing historical insights. IO helps proactively identify issues before end users are impacted, accelerates troubleshooting, and supports data-driven decision-making to improve instance uptime and performance. Show full answer Show less ## Key Features * **24/7 Monitoring and Alerting:** Continuous performance monitoring with customizable alerts that notify teams when thresholds are crossed, enabling proactive issue resolution. * **Multi-instance Visibility:** View performance telemetry across multiple instances in a single application, facilitating trend analysis and early detection of potential problems. * **Triage and Root Cause Analysis:** Capture actionable point-in-time metadata to accelerate troubleshooting and leverage Root Cause Correlation (RCC) to automatically correlate metrics, logs, and events. * **Off-instance Access:** Access instance performance data independently of instance availability via a cloud-based platform, supporting investigations even during outages. * **Reporting and Analytics:** Generate performance reports and compare key metrics over time to understand trends and assess impacts of changes. Reporting capabilities vary by Impact package subscription. * **All Instances Summary Dashboard:** Provides a snapshot of overall instance health and customizable views for monitoring critical metrics at a glance. * **Geographic Instance Availability:** Visualize live availability status of instances on a map, with ServiceNow-generated alerts for the past seven days. ## Key Benefits * **Improved Instance Performance:** Quickly detect and resolve performance issues to enhance end-user experience. * **Increased Uptime:** Proactive alerting allows teams to act before issues cause downtime, reducing business impact. * **Faster Troubleshooting:** Access to detailed metadata and root cause analysis accelerates problem resolution. * **Reduced Operational Overhead:** Near real-time data reduces time spent searching for information, enabling focus on driving business outcomes. * **Centralized Monitoring:** Cloud-based platform consolidates telemetry across instances, accessible via browser (not supported on ServiceNow mobile app). ## Subscription and Environment Support Instance Observer is available for ServiceNow customers in Commercial and Government Community Cloud (GCC) environments and supports ServiceNow Platform instances only. It is not available for on-premise or other regulated environments. Feature availability varies by Impact package subscription (Guided, Advanced, Total), with advanced reporting, analytics, and anomaly detection supported in higher tiers. ## Practical Usage * Access IO via the ServiceNow instance under Impact \> Platform Health \> Monitor \> Instance Observer. * Set up alerts tailored to your organizational needs and assign notification recipients and methods. * Use the All Instances Summary Dashboard for a quick health overview and drill down into detailed performance metrics for troubleshooting. * Leverage triage and root cause analysis features to investigate and resolve incidents efficiently. * Generate and share reports with stakeholders to support performance management and decision-making. Instance Observer (IO) is an observability and performance monitoring tool that empowers you to track your instance health and performance in near real time, while also providing historical insights. IO helps Instance administrators, Platform Owners, and DevOps teams accelerate value and drive their desired business outcomes by increasing visibility into instance performance, helping customers push innovation with speed and confidence. ## Features and benefits {#io-overview__section_ps1_jlg_s5b} Key features : * 24/7 Monitoring: Instance performance monitoring provides awareness of issues within an instance before end users  are impacted. * 24/7 Alerting: Set up custom alerts to notify you when specific thresholds are crossed, so you can act before an issue becomes critical. * Multi-instance Availability: Proactively visualize performance  telemetry across instances. Empowering  organizations to identify trends before  end users are impacted. * Triage: Actionable point-in-time  instance metadata providing additional  context to instance performance and accelerating troubleshooting. * Off Instance Application: Access to instance performance  telemetry off instance. When an  issue does arise, organizations can  access actionable data independent of  instance availability. * Reporting: Visualize instance performance  telemetry over time and quickly generate reports to share with your business stakeholders, enabling organizations to manage instance performance faster, smarter, and better. * Analytics: Compare metrics over time to see how performance is trending in general or to assess the before and after impacts of certain changes. {#io-overview__ul_ibj_5rl_fwb} Key benefits : * 24/7 availability: Instance Observer is an off-instance, cloud-based application enabling customers to visualize instance telemetry across instances in a single application. * Improve instance performance: By monitoring instance performance metrics in real time, you can quickly identify and resolve issues that might be causing poor performance impacting end users. * Increase uptime: Proactive monitoring through Instance Observer alerting you can be notified of potential issues before they cause downtime, enabling you to act before it affects your users. * Improve troubleshooting: When issues do arise, have actionable point-in-time metadata accelerating root cause analysis and time to relief. * Remove distractions: With near real-time data at your fingertips, you and your team can spend less time trying to find the information you need and more time driving your desired business outcomes {#io-overview__ul_fhq_vsl_fwb} Note: Instance Observer is not available with ServiceNow® mobile, however you can access it via a browser on your mobile device. ## Instance Observer features {#io-overview__section_u1t_xhr_p5b} {#io-overview__table_rx1_t3r_p5b__entry__2} | Feature | Description | |-|-| | [All Instances summary dashboard -- snapshot of overall health](https://www.servicenow.com/docs/cPcWPLEx0Y~vVOKPP6VnFw "The All Instances Summary Dashboard is the home page that provides a snapshot of the overall health of your instances. You can create your own dashboard according to your preferences for metrics that help you to analyze the health of your system in a snapshot.") | Provides a snapshot of the overall health of your instance. | | [Real-time Instance health monitoring and analysis](https://www.servicenow.com/docs/pkxTyD1F9Lddefl2HHuKqQ "You can monitor all your instances 24x7 at one place using near real-time metrics and alerts on performance and availability in Instance Observer. Generate various charts of overview Instance Health and Performance Metrics and drill down into specific data points with recommended troubleshooting.​") | Overviews Instance Health and Performance Metrics, and enables drill down into specific datasets with recommended troubleshooting. | | [View instance-level availability](https://www.servicenow.com/docs/y8sjPi3TzxN8tQnYG7fBJA "The Availability section shows instance-level availability on a geographic map and instance level ServiceNow generated alerts (limited alert types) over the last seven days.") | View live Instance Availability status tied to ServiceNow  monitoring--- Up/Down Status | | [Key alerts and notifications](https://www.servicenow.com/docs/YAqEA5lkL3gpi18YTClx~g "Use the Instance Observer Key Alerts functionality for flexibility to set alerts with historical thresholds from four week increments specific to your business needs and configure who on your team receives notifications.") | Flexibility to set alerts with thresholds specific to your business needs, and configure who on your team receives notifications and the method. | | [IO analytics](https://www.servicenow.com/docs/mlOkM1k79WVAOI2bvizbdQ "View comparisons for performance of key metrics over time with the Impact Total package.") | View comparisons for performance of key metrics over time. | | [Triaged instance data](https://www.servicenow.com/docs/U_62ULtzZMsQpVhCC4umFg "You can triage your instance to get instant information on transactions, jobs, nodes utilization, semaphores, schedulers and update sets. Minimal use of this feature is recommended as use of this consumes resources on your instance.") | Point-in-time instance snapshot providing metadata to troubleshoot live issues | | [Instance performance telemetry reports](https://www.servicenow.com/docs/wJ1VGKFQkRK2mBO4DrzBUw "Quickly generate reports to download and share with your business stakeholders, making  organizations faster, smarter, and better in their  instance performance management.") | Quickly generate reports to download and share with your team business stakeholders.​ | | | Get assistance with Instance Observer tools, terminology review, how-to videos, and relevant documents. | [Table 1. Features and descriptions] {#io-overview__table_rx1_t3r_p5b} ## Support matrix according to Impact package {#io-overview__section_izs_5yx_hxb} Some Instance Observer reporting features vary between the Impact packages that you're subscribed to. Reference the support matrix chart or contact your account team for more information. * ✓ = Supported * X = Not supported {#io-overview__ul_vst_nqf_3xb} {#io-overview__table_qf3_yby_hxb__entry__4} | Feature | Guided | Advanced | Total | |-|:-:|:-:|:-:| | Instance availability (Up/Down status) See [View instance-level availability](https://www.servicenow.com/docs/y8sjPi3TzxN8tQnYG7fBJA "The Availability section shows instance-level availability on a geographic map and instance level ServiceNow generated alerts (limited alert types) over the last seven days.") for details. | ✓ | ✓ | ✓ | | Performance Visualization Charts (KPIs) See [Real-time Instance health monitoring and analysis](https://www.servicenow.com/docs/pkxTyD1F9Lddefl2HHuKqQ "You can monitor all your instances 24x7 at one place using near real-time metrics and alerts on performance and availability in Instance Observer. Generate various charts of overview Instance Health and Performance Metrics and drill down into specific data points with recommended troubleshooting.​") for more details. | ✓ | ✓ | ✓ | | Reporting See [Instance performance telemetry reports](https://www.servicenow.com/docs/wJ1VGKFQkRK2mBO4DrzBUw "Quickly generate reports to download and share with your business stakeholders, making  organizations faster, smarter, and better in their  instance performance management.") for details. | Selective | Full | Full | | Alerts See [Use alerts to monitor your instance](https://www.servicenow.com/docs/OqH8sQF~0KXFCUPkUoZb3g "ServiceNow Instance Observer provides a comprehensive set of alerts designed to monitor platform health, performance, and user experience. These alerts are categorized for easy consumption and actionability.") for details. | ✓ Note: Six alerts are available. For more information, see [Use common alerts to track performance (Guided users)](https://www.servicenow.com/docs/Ji3FHBDqtM4NrFd5Y6MTJg "Use the Instance Observer alerting feature to receive notifications on the performance of your instance. Monitor the alerts that are system driven."). | ✓ | ✓ | | Analytics See [IO analytics](https://www.servicenow.com/docs/mlOkM1k79WVAOI2bvizbdQ "View comparisons for performance of key metrics over time with the Impact Total package.") for details. | X | X | ✓ | | Anomalies Detection | X | X | ✓ | | Data retention | 45 days | 6 months | 6 months | [Table 2. Features and supported Impact packages] {#io-overview__table_qf3_yby_hxb} To access Instance Observer, navigate to ImpactPlatform HealthMonitorInstance Observer. Note: For more information on subscription support, see . ## Serviceability limitations {#io-overview__section_n4j_4sl_fwb} Note: Instance Observer is available for customers in Commercial and Government Community Cloud (GCC) environments. IO is currently not available in other regulated or on-premise environments. Instance Observer is applicable or available for ServiceNow Platform instances only. * **[All Instances summary dashboard -- snapshot of overall health](https://www.servicenow.com/docs/cPcWPLEx0Y~vVOKPP6VnFw)** The All Instances Summary Dashboard is the home page that provides a snapshot of the overall health of your instances. You can create your own dashboard according to your preferences for metrics that help you to analyze the health of your system in a snapshot. * **[Real-time Instance health monitoring and analysis](https://www.servicenow.com/docs/pkxTyD1F9Lddefl2HHuKqQ)** You can monitor all your instances 24x7 at one place using near real-time metrics and alerts on performance and availability in Instance Observer. Generate various charts of overview Instance Health and Performance Metrics and drill down into specific data points with recommended troubleshooting. * **[View instance-level availability](https://www.servicenow.com/docs/y8sjPi3TzxN8tQnYG7fBJA)** The Availability section shows instance-level availability on a geographic map and instance level ServiceNow generated alerts (limited alert types) over the last seven days. * **[Use alerts to monitor your instance](https://www.servicenow.com/docs/OqH8sQF~0KXFCUPkUoZb3g)** ServiceNow Instance Observer provides a comprehensive set of alerts designed to monitor platform health, performance, and user experience. These alerts are categorized for easy consumption and actionability. * **[Root cause correlation](https://www.servicenow.com/docs/QXlDDdNIpDBdFWJI5SaPRQ)** Root Cause Correlation (RCC) finds a root cause by automatically correlating metrics, logs, and event information for supported symptoms on production instances for the last 24 hours. * **[Configure Root cause correlation alerts](https://www.servicenow.com/docs/fAIQnznevag0lBCJYele5g)** Configure Root Cause Correlation (RCC) alerts to start receiving the Root Cause Analysis (RCA) reports for these alerts. * **[Use the Root cause analysis history](https://www.servicenow.com/docs/dOEs6jmdFrtWVxjKzCiJ0w)** Check the Root cause analysis (RCA) History page to investigate the issues that caused an alert to trigger or performance to degrade to Critical or Warning. * **[IO analytics](https://www.servicenow.com/docs/mlOkM1k79WVAOI2bvizbdQ)** View comparisons for performance of key metrics over time with the Impact Total package. * **[Triage an instance for ongoing operations](https://www.servicenow.com/docs/ZeyNqgakVSU4zaanfxsIwA)** Perform a triage on a ServiceNow instance to gather point-in-time telemetry data for troubleshooting using Instance Observer. The triage feature gives a summary of ongoing operations at the time of its execution. * **[IO reports](https://www.servicenow.com/docs/xf_8bI9e23NUROZecdKX7w)** Reports in Instance Observer offer insights into the health of the instances, tracks database growth, and encryption status. The reports help you to analyze trends, and to schedule, download, and share these reports. * **[Instance monitoring and performance metrics](https://www.servicenow.com/docs/SDFoPJNQHUOX5FvaRz0lDg)** Instance Observer (IO) metrics are real-time and historical telemetry data points used to monitor, triage, and troubleshoot ServiceNow instance performance. * **[IO roles installed with Instance Observer](https://www.servicenow.com/docs/S8yOr_L8uXdqo33sUlHgfw)** Several types of components are installed with activation of the Impact plugin, including tables, user roles, and scheduled jobs that are used in Instance Observer. *[\>]: and then