ServiceNow Cloud Observability Reviews

Name: ServiceNow Cloud Observability
Brand: ServiceNow
Rating: 3.8 (4 reviews)

3.8 out of 5

4 reviews
100% willing to recommend

What is ServiceNow Cloud Observability?

ServiceNow Cloud Observability is a comprehensive platform designed to enhance visibility, control, and performance monitoring of your IT infrastructure and applications. It seamlessly integrates log management, trace management, metrics monitoring, and infrastructure monitoring in real-time, leveraging AI and machine learning for automated tasks and actionable insights. With benefits including improved visibility, faster incident resolution, enhanced application performance, simplified IT operations, and reduced costs, this cloud-native solution is ideal for businesses of all sizes with complex IT infrastructures. It integrates seamlessly with ServiceNow IT Operations Management (ITOM), supports OpenTelemetry standards, and provides AI-powered insights along with pre-built dashboards and reports.

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ServiceNow Cloud Observability is the #39 ranked solution in APM tools. PeerSpot users give ServiceNow Cloud Observability an average rating of 7.6 out of 10. ServiceNow Cloud Observability is most commonly compared to Dynatrace: ServiceNow Cloud Observability vs Dynatrace. ServiceNow Cloud Observability is popular among the large enterprise segment, accounting for 66% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a financial services firm, accounting for 19% of all views.

Buyer's Guide

ServiceNow Cloud Observability

July 2025

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Featured ServiceNow Cloud Observability reviews

Prashant-Sharma

Senior Software Engineer at a retailer with 10,001+ employees

We use some SDK to integrate like tips in our code, in our Java code or whatever code, rightly, Skylight or whatever. So, the SDK that we use is not very easy to get a hold of. So, a person who is more experienced is able to write proper code so that an operation can have an operation name to set. So, SDK would be improved for developers so that the integration and code will get easier. The support team could be better. Because of the different versions of different tactics of integrating reactive code base, the documentation is not very clear if someone has to be onboard. I would rate the documentation of Lightstep a five out of ten. It could need improvement. Currently, what happens is, suppose in a stream, we have lots of spans. So if there is something I can filter, for example, in a single trace, there are ten calls with it. And if I have to filter, I have to go inside the individual trace to get the call. In future releases, I want to see if it is possible to filter them at a very high stream level. So, for example, I want to filter the calls only from service A, ten calls, and I want to filter only two calls out of ten. So, instead of doing that filter at the trace level, can I do it at a stream level.

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VinayKumar16

Senior DeliveryManager at ITC Infotech

The feature of the tool that is more impactful for cloud performance stems from the area revolving around analytics and reporting. It is an easy-to-use tool. There is something known as performance analytics within ServiceNow that offers complete analytics, which offers end-to-end analytics along with the KPI metrics with what we have in place and so on. With the aforementioned aspects of the tool, I think we should be able to create a dashboard according to the operations view called the operation dashboard view, specifically for C-level executives.

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Flavio de Araujo

Software Developer at Ticketmaster

The design of this solution is not very intuitive and probably could come with more friendly tips for beginners. For example, it is not clear how to list or edit alerts for a specific service. If you have several services for the same account, it is very hard to manage them. If you are not an experienced user, you probably will be a little lost and will not know what to do with all the data on the screen. Also, it would be very helpful to be able to see not only traces but metrics and logs in the same solution.

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ServiceNow Cloud Observability mindshare

As of August 2025, the mindshare of ServiceNow Cloud Observability in the Application Performance Monitoring (APM) and Observability category stands at 0.4%, up from 0.4% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Application Performance Monitoring (APM) and Observability

PeerResearch reports based on ServiceNow Cloud Observability reviews

Type	Title	Date
Category	Application Performance Monitoring (APM) and Observability	Aug 19, 2025	Download
Product	Reviews, tips, and advice from real users	Aug 19, 2025	Download
Comparison	ServiceNow Cloud Observability vs Datadog	Aug 19, 2025	Download
Comparison	ServiceNow Cloud Observability vs Dynatrace	Aug 19, 2025	Download
Comparison	ServiceNow Cloud Observability vs New Relic	Aug 19, 2025	Download

Title	Rating	Mindshare	Recommending
Dynatrace	4.4	10.2%	95%	349 interviews Add to research
Datadog	4.3	8.5%	97%	188 interviews Add to research

Valuable Features

Creating streams based on various parameters and integrating with Grafana for dashboards. Advanced functionalities for investigating deviations and sharing issues through notebooks. Intuitive UI, easy code work and diagnostics. Features for finding latency and error rates. Performance analytics offering comprehensive insights and KPI metrics, creating operation dashboards for C-level executives.

"To a certain extent, it is possible to save on the costs of the product."
"The UI is very intuitive."
"The solution Lightstep/ServiceNow has a couple of pretty advanced functionalities to help us investigate a deviation and help the development teams have better observability in the environment using distributed and complex services."

Room for Improvement

Developers find the SDK difficult to use and seek better integration. Documentation lacks clarity for onboarding. Users desire high-level filtering for calls instead of at the trace level. The design is not intuitive and lacks friendly tips for beginners. Managing alerts for multiple services proves challenging. Dashboard and graphics need enhancement, performance is slow, and exporting to Grafana is preferred. Licensing should allow task customization to fit users' needs.

"In terms of licensing, users would want the product to offer them the ability to tailor the tasks offered in the solution to suit their needs."
"The dashboard and graphics must be improved."
"The design of this solution is not very intuitive and probably could come with more friendly tips for beginners."

ROI

Many users reported significant improvements in efficiency and cost savings after implementing ServiceNow Cloud Observability. Enhanced visibility into systems led to reduced downtime, while automation of tasks streamlined operations. The integration capabilities allowed for better management of resources, boosting productivity. The unified platform helped teams identify and resolve issues faster, which minimized service disruptions. Users appreciated the detailed analytics, which facilitated data-driven decisions, ultimately enhancing the return on investment.

Pricing

ServiceNow Cloud Observability offers flexible pricing options tailored to enterprise needs. Its cost varies based on usage, integration, and selected features. Users report a competitive pricing structure, though some find it higher than alternatives. Pricing transparency and value are commonly mentioned, making it essential to assess the specific requirements to estimate costs accurately.

"The product is expensive. I rate the tool's pricing model an eight out of ten."

Popular Use Cases

ServiceNow Cloud Observability is extensively used for monitoring microservices, alerting on unexpected traffic, and creating error traceability. Teams rely on LightStep streams to track calls, troubleshoot errors, and send alerts to Slack channels. The platform supports distributed applications with open telemetry and integrates with AWS and Azure for hybrid setups. Users find it particularly useful for investigating performance issues and deviations in production environments.

Service and Support

ServiceNow Cloud Observability offers responsive and knowledgeable customer support. Users appreciate quick resolution times and helpful guidance. Support staff demonstrates strong expertise and is attentive to user queries. Customers report a positive experience with support interactions, highlighting quick responses and effective problem-solving. The availability of comprehensive documentation and resources further enhances the support experience. Users find the support team competent and approachable, which contributes to a smooth experience with ServiceNow Cloud Observability.

Deployment

Users find ServiceNow Cloud Observability's initial setup straightforward and quick. They appreciate the intuitive process and clear instructions. The configuration options are easy to understand, making the deployment manageable even for those without extensive technical expertise. Some users mention the comprehensive documentation as a strong point, which aids in troubleshooting. A few note minor challenges during integration, but these are usually resolved promptly with support assistance. Training resources help users get up to speed efficiently.

Scalability

ServiceNow Cloud Observability is scalable but may experience rate-limiting issues and slowdowns with high data traffic. Some users report the scalability depends on configuration, rating it six or seven out of ten. Users handle over 1000 requests per second and have more than 2000 engineers using it. It is suitable for enterprise-sized businesses. Scalability rated seven out of ten for performance under certain conditions.

Stability

ServiceNow Cloud Observability is rated highly for its stability, with most users experiencing no issues and rating it ten out of ten. The entire company uses it without problems. One user mentioned occasional performance issues under heavy server load and rated stability six out of ten.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our ServiceNow Cloud Observability Buyer's Guide for additional reliable information.