Web/SaaS application — Health section

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Web/SaaS Application — Health Section

    The Health section of the Web/SaaS application provides tools for monitoring application performance, facilitating proactive issue detection and resolution. This ensures optimal performance and enhances user experience, aligning the application with its intended purpose.

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    Key Features

    • Impacted Users: Displays the total number of users affected by service failures and any open incidents.
    • Mean Time to Resolve Incidents: Tracks the average time taken to resolve incidents related to the application.
    • All Incidents: Counts the number of open incidents categorized from P1 to P5.
    • All Alerts: Monitors the number of open alerts from P1 to P5.
    • Active Users: Provides the count of unique active users in the last 2 hours, focusing on the most recent 5 minutes.
    • Sessions: Indicates the total number of active user sessions over the last 2 hours, specifically the latest 5 minutes.
    • Average Session Duration per User: Measures the average time spent by users in the application over the last 2 hours.
    • Average Response Time: Records the total response time during the selected period.
    • Average Page Load Time: Assesses the average time taken from page initiation to load completion.
    • Average DNS Lookup: Evaluates the average time for DNS lookups, where lower times are preferable for performance.
    • Failed Web Requests: Identifies requests that resulted in error codes or failed to return a success code.
    • Successful Web Requests: Counts the number of requests that received positive and expected responses.

    Key Outcomes

    By utilizing the Health section, ServiceNow customers can effectively monitor application performance, address issues promptly, and ensure a seamless user experience. This proactive approach supports application reliability and user satisfaction, fostering sustained engagement and performance.

    Monitor the health of an application as it enables proactive detection and resolution of issues, helps maintain optimal performance, improves user experience, and ultimately ensures that the application meets its intended purpose.

    Table 1. Health of your application
    Cards Description
    Overview
    Impacted users Total number of users impacted due to the application service or performance failure and an open incident is created for the same.
    Mean time to resolve incidents Mean time to resolve incidents created due to this application.
    All incidents Number of open incidents (P1-P5) created for the application.
    All alerts Number of open alerts (P1-P5) created for the application.
    Engagement
    Active users Total number of unique active users who are using the application over the last 2 hours, specifically the latest 5 minutes.
    Note:
    During the selected period, active users are calculated by counting each user uniquely. If a single user is active using multiple devices at the same time, the system counts it as one active user.

    This metric gives you valuable information about the growth and engagement of the application.
    Sessions Total number of active user sessions for the application over the last 2 hours, specifically the latest 5 minutes.
    Note:
    Active user sessions is vital for determining the server load. It also helps you to determine the perfect time for server maintenance.
    Average session duration per user Average amount of time spent per user in the application over the last 2 hours, specifically the latest 5 minutes.

    It is calculated by dividing total time spent across sessions by the total number of users.
    Performance
    Average response time Total time taken to respond during the selected time period.
    Average page load time Average amount of time it takes to load the page, from initiation to load completion during the selected time period.
    Average DNS lookup Average amount of time it takes for a Domain Name System (DNS) lookup to be completed during the selected time period.

    A lower average DNS lookup time is generally desirable, as it contributes to faster web page loading and improved overall internet performance.
    Failed web requests Set of all requests within total requests that either return an Error Code or an HTTP 408 status code or fail to return a Success Code during the selected time period.
    Successful web requests Number of time the HTTP requests made by the client (such as a web browser) to a server that result in a positive and expected response.

    To return to the web/SaaS application details page, see Web/SaaS application details page.