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 on the ServiceNow Store provides comprehensive visibility into the performance of business-critical applications by connecting data and insights across hybrid IT environments. It enables faster root cause analysis, accurate impact assessment, and reduced mean time to resolution (MTTR) through consolidated monitoring and integration with multiple third-party tools. ServiceNow’s AIOps capabilities help automate issue prevention and resolution.

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    Key Features

    • Third-party integrations: Recent versions have added support for LogicMonitor, Zabbix, Cisco ThousandEyes, Splunk Enterprise, AppDynamics, and Prometheus, enabling broad data ingestion from various monitoring sources.
    • Generative AI NowAssist skills: Introduced skills that summarize Service Observability dashboards and service health, making it easier for operators to quickly understand insights and service status. These skills integrate with Service Operations Workspace and Incident Management.
    • Improved data visualization and mapping: Enhanced performance of the Data Mapping page for large service sets, ability to import charts and dashboards from Azure and AWS, and support for additional metrics including business metrics from logs and network performance metrics from tools like SolarWinds NPM.
    • Customizable dashboards and domain separation: Dashboard templates on Observability and Overview tabs can be customized, and domain separation is now supported to manage multi-tenant environments.
    • Configuration and usability enhancements: Features like testing data mappings before saving, using service fields as variables, viewing overview dashboards directly from Incident Management, and simplified setup without sysadmin rights improve user experience and administration.

    Key Outcomes

    • Gain end-to-end visibility of application performance across hybrid IT environments to bridge IT and business perspectives.
    • Accelerate root cause analysis by consolidating data from multiple monitoring tools into a unified platform.
    • Calculate blast radius and reduce MTTR by correlating application changes to underlying infrastructure.
    • Leverage AI-driven insights to quickly understand service health and dashboard data, enabling faster and more informed operational decisions.
    • Maximize existing technology investments by integrating diverse monitoring data sources and supporting both cloud and on-premises environments.

    Upgrade and Compatibility Notes

    When upgrading to newer versions, certain data mappings and integrations require running fix scripts or ensuring metadata tagging is in place. Version compatibility with SRM and other family products should be verified on the ServiceNow Store listing.

    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 1.12.2 - 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.