User Experience

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of User Experience

    The User Experience feature in Instance Observer for Impact Total customers offers real-time monitoring and analysis of user interactions, application performance, and transaction details. It helps ServiceNow customers quickly identify and address user experience issues, such as outages, service degradations, and transaction slowdowns by providing detailed telemetry at the node, transaction type, URL, and user levels.

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    Key Features

    • Real-time User Monitoring: Analyze user base issues based on transaction type, volume, and affected URLs to detect performance problems promptly.
    • Detailed Analytics: Search specific URLs causing higher transaction response times and analyze node and transaction-level data for outliers and trends.
    • User Impact Identification: Identify which users are affected by outages or degraded services, with anonymized user IDs by default and an option for administrators to opt-in for non-anonymized data.
    • Performance Visualization: Visualize transaction volumes and monitor application performance metrics, including total transaction processing time, semaphore wait time, UI time, network latency, and content download time.
    • Dashboard Overview: Provides widgets and charts displaying transaction counts, response times, unique user counts, and max response time with trends and percentage changes for quick insights.
    • Node and Application Performance: View node-level response times and transaction counts, with color-coded alerts for average versus increased response times to pinpoint performance bottlenecks.

    Important Considerations

    • User Experience in Instance Observer may not be available in certain restricted environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected datacenters, self-hosted customers, or managed service providers.

    Practical Benefits for ServiceNow Customers

    With User Experience telemetry, ServiceNow customers can proactively monitor and diagnose application and user transaction issues, enabling faster resolution and improved service quality. The detailed breakdowns by URL, user, node, and transaction type allow for targeted troubleshooting and performance optimization, leading to enhanced overall user satisfaction and system reliability.

    Explore real-time user monitoring to analyze user experience and performance insights in Instance Observer​ telemetry into node, transaction type, URL, and user level breakdowns for Impact Total customers.

    • Access the User Experience to visualize quickly your user base issues based on transaction type and volume, outage or service degradations, and access the specific affected URL​ for Impact Total customers.
    • Search for a specific URL that is causing increases in transaction response time.​
    • Analyze node and transaction type level data for outliers and trending​ transactions.
    • Identify which users are impacted by an outage or service degradation.​
    • Quickly visualize your user base based on transaction volume.​
    • Monitor your applications for performance issues and track the cause of performance issues.

    The overview page breaks down user history and transaction count into various widgets and charts into a dashboard view.

    Overview page with populated chart data for the selected instance and timeframe.

    Table 1. User Experience overview
    Data type Description
    • Transaction count
    • Transaction response time
    • Unique user count
    • Max response time
    		 Displays the current value, a percentage of decrease or increase in historical trend, and a visual graph of the activity.
    Top 100 most active users
    • Hover on a user block to see an encrypted user ID and the number of transaction reports for that time period.
      • Green blocks represent users without a threshold warning
      • Red blocks indicate a transaction volume that surpasses the general threshold.
    • Select a user block to view the details of the entry.
    Note:
    The user ID is anonymized. Administrators have the capability to opt-in to the collection of non-anonymized data.
    Node performance by response time
    • Hover on a tile to see the node name and the response time for that node.
      • Green blocks represent nodes with average response times.
      • Red blocks indicate increased response time outside of average parameters for the node.
    • Select a node block to view the details of the entry.
    Application performance by response time Track applications that have performance issues by using the average response time metric.
    The metrics are:
    • Total transaction processing time
    • Total semaphore wait time
    • Total UI time (Average response time)
    • Network latency
    • Content download time

    For more information, see Track the response time of applications to monitor their performance.
    Node transaction count Select a point on the graph to view additional actions and drill into the transaction details.
    Node response time Select a point on the graph to view additional actions and drill into the transaction details.
    Note:
    User Experience in Instance Observer may not be available to customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected datacenters, to self-hosted customers, or in other restricted environments, or to managed service providers.