Service Observability Enable better decision making for IT Operations The challenge most organizations face when they make the move to the cloud, or start adopting cloud-native software is two-sided: • Organizations need to invest in tools that monitor and manage these new workloads to ensure they are getting the benefits that these technologies promise, but... • In doing so, organizations introduce another problem. They have now – unintentionally – siloed their monitoring and management of the new technologies away from the old. When an issue or outage occurs, the triage teams – NOC operators / IT Operations, SREs, etc. – are forced to look at disparate tools, trying to combine insights from each to solve the problem. Through ServiceNow’s comprehensive approach to managing the hybrid IT estate, we can help connect data and insights from your monitoring or observability tools with information about your CIs and their relationships – in real time – to provide a seamless view into the performance of your business-critical applications. Improving operations workflows Service Observability brings together key signals from your existing observability tools to give central operators the data they need for faster, more accurate, and more autonomous triage and RCA so they can efficiently route issues with fewer people having to be involved. By empowering the Central Operations teams to be more effective in their role, we are reducing the amount of time it takes to triage events/alerts and route tickets to the correct team – reducing MTTR – and driving evidence-backed decisions during the triage and investigation phases of alerts and incidents for important services. Service Observability’s overview dashboard combines monitoring health charts with on-platform CI data The focal point of Service Observability is a new dashboard that combines critical SLIs, CI information, and health signals from both the CMDB as well as from the monitoring or observability tools your enterprise uses. This provides a single, standardized monitoring hub to drive incident response, investigations, and operator workflows. The new Service Observability dashboards allow operators to: • Quickly view throughput, error rate, latency, and other critical service metrics in one place providing a centralized, shared view across teams • Access domain-specific monitoring dashboards including compute, networking, database, and others • View signals from – and quickly navigate to – other ITOM AIOps features like Service Reliability Management, Event Management, Service Mapping, and change information. Connecting Operators with SMEs using critical signals from existing monitoring/observability tools and the CMDB We don't have enough people just to join the call and sit on it for four hours in case it might be us. – VP Technical Operations, Multinational Utility Company Improving operator efficiency Aggregate disparate data sets By tying data from third-party APM tools together with data from the ServiceNow platform, Service Observability gives centralized operations teams unprecedented visibility into the key signals they need to understand, triage, and hand off issues to the SMEs responsible to solve them without needing to switch back and forth between different toolsets. Service Observability can associate signal from APM solutions with CIs in ServiceNow making it easy for operators to identify issues and link them to the right owners who need to know. Visualize application service health Drawing from Application Performance Monitoring metrics already in use, Service Observability acts as a visualization layer for IT Operators. Metrics are automatically associated with application services and the infrastructure that powers them. Service Observability makes it easy for central operators to identify cross cutting issues and link them to the right service owners who need to know. Quantify business impact When quantifying the business impact of an incident or outage, services are closer to the business value IT is responsible for. Often, alerts tied to individual CIs do not provide that context. Service Observability enables operators to verify, independent of alerts on technical CIs, the health of business-critical services using transaction rate, errors, and latency. In the case that there are alerts on underlying infrastructure, an operator can improve their triage by checking if the service is still responding or not. Alerts that are not impacting the service health may be triaged at a lower severity. Improve performance Providing visibility into the performance of your services alongside SLOs and Error Budgets gives operators insight into the goals set by the business for a particular service, and the ability to further their investigation by understanding, at a glance, if this issue is related to a change or deployment. How it works • Select which services to view in Service Observability • Integrate with your existing observability tools via APIs to pull out metric data • Use CI relationships from CMDB or SGCs to tie together signals from the service down to the technologies that drive it • See it all together in a single unified view as part of ServiceNow’s Service Operations Workspace Supported APM Providers (Yokohama) • New Relic • Dynatrace • (more coming soon) Metric Categories (Yokohama) • Compute + Infrastructure • Web + App Server • Database • ITOM Synthetic monitoring • (more coming soon) © 2025 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. 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