---
sourceDocument: Brazil IT Operations Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-operations-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Operations Management

ft:clusterId :

    - itom

bundleId :

    - itom

workflow :

    - Technology


---

# Monitoring and investigating

# Monitoring services and investigating issues {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Operators use Service Observability to monitor the health of their services and to triage and manage incidents. They can view performance metrics from external observability monitoring systems in the context of an application service
and its related CIs (Configuration Item).

## Overview of using Service Observability {#using-service-observability__cf-using-parent-workflow}

Service Observability can display metrics from an observability monitoring instance in context of a service. Along with metrics for the service and information about related CIs, Service Observability can infer entities related to the service, like a host or database, and display their metrics. This functionality gives an operator a more holistic view of what might be affecting performance.

The Overview tab on the Service Details page shows high-level performance metrics for the service and other contextual information such as open alerts or incidents affecting the service. The
Observability tab displays more detailed metrics from the observability system for the service, along with metrics for inferred entities that are found through data mappings configured during setup. It also
shows information about CIs related to those inferred entities. Instead of having to switch to an external tool, an operator can view those external metrics in the context of the Service Operations Workspace (SOW).  
Note:  
Operators can also use the [Analyze a dashboard in Service Observability](https://www.servicenow.com/docs/S3oYISZ86Tvfu38kgd6AWg "Use the analyze Service Observability dashboard skill to view an analysis of a single Service Observability dashboard.") and the [Analyze service health in Service Observability](https://www.servicenow.com/docs/_8o_nTzfzAhLZ556wXCEEw "Use the Analyze Service Health skill to view an analysis of all Service Observability dashboards for the selected service.") AI skills to generate an analysis for them.

* [View overall service health](https://www.servicenow.com/docs/sbjqDlQ1SRa1A7CojZBqLQ "View overall service health and related events, like alerts and changes, with the Overview tab on the Service Details page in the SOW.")

  In the Overview tab of the Service Details page in the SOW, view overall service health and related information, like alerts and changes.
* [View service health metrics](https://www.servicenow.com/docs/Vnh05XPdgA8RRK9JsNEk8A "View detailed metrics for a service, as well as metrics from related entities, such as databases and hosts, on the Observability tab in SOW.")

  In the Observability tab, view more detailed service metrics, as well as metrics from related entities such as databases, hosts, and network components.
{#using-service-observability__cf-using-parent-steps-ul}