0
1.11.9
Australia, Zurich Patch 5, Zurich, Yokohama Patch 3
Standalone Application
Through ServiceNow’s comprehensive approach to managing the hybrid IT estate, Service Observability helps connect the data and insights from your disparate technologies to provide a seamless view into the performance of your business-critical applications.
Service Observability connects data and insights so organizations can 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, bridging IT and business.
- Calculate blast radius and reduce mean time to resolution (MTTR) by overlaying changes of your application to the 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.
- Centralize critical signals (rate, error, duration/latency) across monitoring and observability solutions to bridge workflows across IT to increase agility and reliability
- Dynatrace (SaaS, GRAIL, and Managed), New Relic, DataDog, AWS CloudWatch, Azure Monitor, Splunk Observability, Splunk Logs, SolarWinds (on-prem), AppDynamics, Zabbix, ThousandEyes, and Prometheus are the supported observability vendors in this release with more to come in future releases
- Leverage actionable dashboards and observability tabs help make investigations and resolutions faster
- Collaborate across operator, developer, and IT teams to resolve issues faster through a common language and shared context
- Consolidate data from existing monitoring tools, network health tools, cloud providers, ServiceNow agents, and third-party tools for a full-stack view of service health
- Organize metrics across application, compute infrastructure, and databases to enable faster root cause analysis without fragmented data
- Analyze service level health and/or specific dashboards using NowAssist to help operators orient and triage issues more quickly
- See Service Observability data as part of Incident Management workflows
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 the Investigate tab in Incident Management.
- New third-party integrations:
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- Zabbix
- Cisco ThousandEyes
- 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
- Cisco ThousandEyes 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 include metrics from logs
Note that you must have metadata tagging in place to support the additional metrics.
Required plugins and products: ITOM Enterprise
Dependencies:
- Service Reliability Management