Impact Instance Observer
Summarize
Summary of Impact Instance Observer
Impact Instance Observer (IO) is a cloud-based observability and performance monitoring tool designed for ServiceNow customers to monitor instance health and performance in near real-time while providing historical insights. It supports Instance Administrators, Platform Owners, and DevOps teams by increasing visibility into instance performance to accelerate innovation with confidence and speed.
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Key Features
- 24/7 Monitoring: Continuous tracking of instance performance to detect issues before end users are impacted.
- 24/7 Alerting: Customizable alerts notify teams when performance thresholds are crossed, enabling proactive responses.
- Multi-instance Availability: Visualization of performance telemetry across multiple instances for trend identification.
- Triage: Provides actionable point-in-time metadata to add context and expedite troubleshooting during issues.
- Off Instance Application: Access performance data independent of instance availability, ensuring uninterrupted monitoring.
- Reporting: Generates visual performance reports for sharing with business stakeholders to support informed decision-making.
- Analytics: Enables comparison of metrics over time to track trends and evaluate the impact of changes.
Key Benefits
- 24/7 Availability: Cloud-based access to instance telemetry across multiple instances in a single application.
- Improved Instance Performance: Real-time monitoring helps quickly identify and resolve performance issues.
- Increased Uptime: Proactive alerts allow early intervention to prevent downtime impacts on users.
- Enhanced Troubleshooting: Point-in-time metadata accelerates root cause analysis and reduces resolution time.
- Reduced Distractions: Near real-time data access minimizes time spent searching for information, enabling focus on business outcomes.
Functionality Overview
- Home: Snapshot view of overall instance health.
- Performance Overviews: Detailed instance health and performance metrics with troubleshooting guidance.
- Availability: Real-time status of instance availability (Up/Down).
- Key Alerts: Configurable alert thresholds and notification settings tailored to business needs.
- Analytics: Performance comparisons over time to monitor trends.
- Triaged Instance Data: Point-in-time metadata snapshots for live issue troubleshooting.
- Reports: Fast report generation for sharing insights with teams and stakeholders.
- Help: Access to guidance, terminology, videos, and documentation related to Instance Observer.
Subscription and Support
Features vary based on the Impact package subscribed to (Guided, Advanced, or Total). For example, only Advanced and Total packages support alerts, and only the Total package supports analytics and anomaly detection. Data retention ranges from 45 days to 6 months depending on the package.
Serviceability and Limitations
Instance Observer is available for customers in Commercial and Government Community Cloud (GCC) environments. It is not currently offered in other regulated or on-premise environments. Note that Instance Observer is not accessible via the ServiceNow mobile app but can be used on mobile browsers.
Instance Observer (IO) is an observability and performance monitoring tool that empowers you to keep track of your instance health and performance in near real-time, while also providing historical insights.
Overview of Instance Observer
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
- 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 take action 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, making organizations faster, smarter, and better in their instance performance management.
- Analytics: Compare metrics over time to see how performance is trending in general or to assess the before and after impacts of certain changes.
- Key Benefits
- 24/7 availability: Instance Observer is an off-instance, cloud-based application allowing customers to visualize instance telemetry across instance(s) 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, allowing 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
Instance Observer features
| Feature | Description |
|---|---|
| Home | Provides a snapshot of the overall health of your instance. |
| Performance | Overviews Instance Health and Performance Metrics, and enables drill down into specific data sets with recommended troubleshooting. |
| Availability | View live Instance Availability status tied to ServiceNow monitoring— Up/Down Status |
| Key Alerts Activation and Notifications | Flexibility to set alerts with thresholds specific to your business needs, and configure who on your team receives notifications and the method. |
| Analytics | View comparisons for performance of key metrics over time. |
| Triaged instance data | Point-in-time instance snapshot providing metadata to troubleshoot live issues |
| Reports | Quickly generate reports to download and share with your team business stakeholders. |
| Help | Get assistance with Instance Observer tools, terminology review, how-to videos, and relevant documents. |
Support matrix per Impact package
Some Instance Observer reporting features vary between the Impact package that you are subscribed to. Reference the support matrix chart or contact your account team for more information.
- ✓ = Supported
- X = Not supported
| Feature | Guided | Advanced | Total |
|---|---|---|---|
| Instance availability (Up/Down status) See Availability for details. |
✓ | ✓ | ✓ |
| Performance Visualization Charts (KPIs) See Performance for more details. |
✓ | ✓ | ✓ |
| Reporting See Reports for details. |
Selective | Full | Full |
| Alerts See Key Alerts Activation and Notifications for details. |
X | ✓ | ✓ |
| Analytics See Analytics for details. |
X | X | ✓ |
| Anomalies Detection | X | X | ✓ |
| Data retention | 45 days | 6 months | 6 months |