New Relic vs ServiceNow Cloud Observability comparison

New Relic and ServiceNow are both solutions in the Application Performance Monitoring (APM) and Observability category. New Relic is ranked #5 with an average rating of 7.8, while ServiceNow is ranked #41 with an average rating of 7.5. New Relic holds a 6.6% mindshare in APM, compared to ServiceNow’s 0.4% mindshare. Additionally, 94% of New Relic users are willing to recommend the solution, compared to 100% of ServiceNow users who would recommend it.

New Relic

Read 158 New Relic reviews

16,752 Views
13,081 Comparison Views

94% willing to recommend

ServiceNow Cloud Observability

Read 4 ServiceNow Cloud Observability reviews

771 Views
593 Comparison Views

100% willing to recommend

New Relic

ServiceNow Cloud Observability

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Executive SummaryUpdated on Jul 24, 2024

New Relic and ServiceNow Cloud Observability compete in cloud monitoring. New Relic seems to have an upper hand due to its pricing and user support, while ServiceNow Cloud Observability is chosen for its advanced features despite higher costs.

Features: New Relic's valuable features include deep observability into applications and infrastructure, real-time analytics, and AI-based anomaly detection. ServiceNow Cloud Observability is valued for its seamless integration with other ServiceNow products, comprehensive dashboards, and predictive analytics.

Room for Improvement: Users of New Relic mention the need for better integration with third-party tools and improved cost management. ServiceNow Cloud Observability users highlight the complexity of setup and occasional performance issues. New Relic requires enhancements in integration and cost transparency, while ServiceNow Cloud Observability needs to simplify deployment and improve performance stability.

Ease of Deployment and Customer Service: New Relic is often praised for its straightforward deployment and responsive customer service. In contrast, ServiceNow Cloud Observability, despite its comprehensive capabilities, faces criticism for its complex deployment process but is supported by reliable customer service.

Pricing and ROI: New Relic is favored for its competitive pricing and perceived high ROI. ServiceNow Cloud Observability tends to be more expensive, but users justify the cost with its extensive features and capabilities.

To learn more, read our detailed New Relic vs. ServiceNow Cloud Observability Report (Updated: April 2025).

Buyer's Guide

New Relic vs. ServiceNow Cloud Observability

April 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

New Relic

Ranking in Application Performance Monitoring (APM) and Observability

5th

Average Rating

8.4

Reviews Sentiment

7.1

Number of Reviews

158

Ranking in other categories

Network Monitoring Software (7th), IT Infrastructure Monitoring (6th), IT Operations Analytics (3rd), Mobile APM (3rd), Cloud Monitoring Software (4th), AIOps (3rd)

ServiceNow Cloud Observability

Ranking in Application Performance Monitoring (APM) and Observability

41st

Average Rating

7.6

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of May 2025, in the Application Performance Monitoring (APM) and Observability category, the mindshare of New Relic is 6.6%, down from 9.8% compared to the previous year. The mindshare of ServiceNow Cloud Observability is 0.4%, up from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Application Performance Monitoring (APM) and Observability

Featured Reviews

Iqbal Khowaja

Chief Technology Officer at State of Hawaii

Has a simple user interface and end-to-end monitoring and self-healing features

My organization uses many application performance management solutions, such as AppDynamics, New Relic APM, Splunk, and Datadog. I'm the CTO for the state of Hawaii, and across the board, different departments use different APM tools. I'm using the latest version of New Relic APM, but I cannot recall the exact version. My company has a dozen engineers using and monitoring New Relic APM. I'd tell anyone planning to use New Relic APM that it has to fit what you have. For example, most of my company's payload is in AWS, and the tool has adopters and features that CloudWatch cannot provide. Still, New Relic APM can, so you should do a demo or trial run first and see if it's a tool that'll help you with end-to-end monitoring. New Relic APM is working well for my company, so an excellent way to start is to do a trial run to see how the tool works out for your current applications. My rating for the tool is nine out of ten because my experience with it has been great. New Relic also worked closely with my company and has always been upfront on what's available and what's not. My company is a New Relic APM customer.

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VinayKumar16

Senior DeliveryManager at ITC Infotech

Provides ease of use in areas like analytics and reporting

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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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"It does everything we wanted it to do."

"The most valuable feature is the New Relic APM module to deep-dive into the application, to get bottlenecks to the surface, and to improve application performance. Also, the New Relic Insights module creates a real-time dashboard on application performance to create awareness for the DevOps team."

"We were able to integrate with the messaging tool, Slack, which meant that we got notifications whenever something was not quite right."

"The service maps that it creates, the health maps that it creates, the insights that it provides, etc., are all quite useful."

"New features are added often."

"They have baseline level alerting."

"The breakdown of the response time of different components and getting in-depth details of the slow component are the most valuable features. It is easy to use, and it gets the job done."

"To me, the most valuable feature of New Relic APM is the traceability, mainly based on the time travel method, so you get the overall response time, which is pretty helpful for developers and ADR techs looking into issues on a deeper level. New Relic APM is a very good, tailor-made solution."

More New Relic pros

"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."

"To a certain extent, it is possible to save on the costs of the product."

"The ability to create a stream based on different parameters, operation name, service name, URL, tags, and URI part, is one valuable feature."

Cons

"The customization of the start and end time is kind of cool."

"The price could improve."

"We have had issues with our agents going offline."

"I think that there have been some questionable product enhancements. Over a year ago, New Relic rolled out a new navigation that really disrupted our workflow."

"Compared to their competitors, they are missing some features at the moment."

"The solution should include more detailed reports for SQL database requests."

"It gives you amazing statistics, but doesn’t give you enough information about what to do with the statistics."

"It is complicated, especially in how you interpret the data that it provides. If it had a bit more canned, out-of-the-box features, especially some of the reporting features, that would be more useful."

More New Relic cons

"The design of this solution is not very intuitive and probably could come with more friendly tips for beginners."

"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."

"The dashboard and graphics must be improved."

"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."

Pricing and Cost Advice

"I recommend using the free version of New Relic. If you like the free version and understand its importance for your company, you can move to the trial. Then, you can migrate to the paid version."

"If it’s the right tool, it doesn’t matter what it costs because you’re going to get it back many-fold from your productivity."

"The price of the solution could be less expensive. You have to pay a lot for each user. There is an additional cost for extra features."

"The price depends on how many agents you want."

"This is an expensive product."

"The monthly cost os $1000 per server per month, but it could be even more. We pay about $250 for the server, and then New Relic wants over $1000 to give us statistics on those servers."

"The product is neither cheap nor expensive, and I believe that it is a competitively-priced tool."

"If I remember it correctly, the pricing was based on the core, and the monthly subscription used to cost us $1,500 or $2,000. We had pre-prod and production services. Costing was different for pre-prod and production. For pre-prod, it was 40% less than the production service cost. It was a combined package."

More New Relic pricing and cost advice

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

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Top Industries

By visitors reading reviews

Educational Organization

49%

Computer Software Company

Financial Services Firm

Manufacturing Company

Financial Services Firm

20%

Computer Software Company

14%

Manufacturing Company

12%

Retailer

11%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

Any advice about APM solutions?

There are many factors and we know little about your requirements (size of org, technology stack, management systems, the scope of implementation). Our goal was to consolidate APM and infra monitor...

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What do you like most about New Relic Insights?

The product's initial setup phase was very easy.

See all answers

What needs improvement with New Relic Insights?

Email alert customization is limited; it cannot be tailored much, which makes the system more rigid than optimal. The handling of logs from integration tools is not as advanced compared to other to...

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What do you like most about LightStep?

The UI is very intuitive.

See all answers

What needs improvement with LightStep?

There are a lot of workflows and connectors. 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.

See all answers

What is your primary use case for LightStep?

I use the solution in my company since it has multiple tenants available. Basically, what happens in business is that you have a hybrid setup model, and for that, you extensively use a cloud platfo...

See all answers

Comparisons

Dynatrace vs New Relic

Compared 12% of the time

Elastic Observability vs New Relic

Compared 12% of the time

Datadog vs New Relic

Compared 9% of the time

Splunk AppDynamics vs New Relic

Compared 5% of the time

Azure Monitor vs New Relic

Compared 5% of the time

More New Relic Competitors

Grafana vs ServiceNow Cloud Observability

Compared 33% of the time

Datadog vs ServiceNow Cloud Observability

Compared 21% of the time

Helios vs ServiceNow Cloud Observability

Compared 21% of the time

Dynatrace vs ServiceNow Cloud Observability

Compared 16% of the time

More ServiceNow Cloud Observability Competitors

Product Reports

Buyer's Guide

New Relic

April 2025

Download New Relic product report

Buyer's Guide

ServiceNow Cloud Observability

April 2025

Download ServiceNow Cloud Observability product report

Also Known As

New Relic Browser, New Relic Applied Intelligence, New Relic Insights, New Relic Synthetics, New Relic Servers, New Relic APM

LightStep

Overview

New Relic is a powerful tool for optimizing web pages, tracking user behavior, and monitoring application performance. It helps detect anomalies, generate metrics, and create dashboards for synthetics monitoring, container workloads, stress tests, and more.

New Relic provides organizations with comprehensive insights into APIs, infrastructure, and scalability. It supports mobile and web applications with features like java tracking, health maps, customizable dashboards, and drill-downs. Users benefit from its easy initial setup, accurate alerts, UI monitoring, error tracking, and traceability. New Relic supports multiple ecosystems with straightforward pricing and new feature introductions, offering end-to-end monitoring, thorough data analysis, and effective problem resolution.

What are New Relic's most important features?

Java Tracking: Efficiently monitor Java applications.
Infrastructure Monitoring: Comprehensive overview of infrastructure health.
APM: In-depth application performance monitoring.
Tight Integration: Seamless integration across different system layers.
Health Maps: Visual representation of system health.
Customizable Dashboards: Personalized data display and insights.
Drill-Downs: Detailed analysis at multiple levels.

What benefits and ROI should users look for in reviews?

Application Insights: Detailed understanding of application performance.
Accurate Alerts: Immediate notifications for issues.
Traceability: Enhanced end-to-end traceability for problem resolution.
Scalability: Accommodation of growing infrastructure.
Flexible Query Design: Adaptable search and analysis functionality.
Reliable Performance: Consistent application monitoring and upkeep.

New Relic is leveraged in industries such as e-commerce, finance, and technology. It helps monitor web traffic, evaluate load balancing, and ensure applications meet performance standards. Companies use it for stress tests, container-based workloads, API monitoring, and infrastructure management. Its integration capabilities are valuable for maintaining performance and scalability across diverse ecosystems, aiding in thorough data analysis and problem resolution.

New Relic

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.

ServiceNow

Sample Customers

World Fuel Services, Verizon, FootLocker, McDonald's, Trainline, Mondia Media, Confused, Costa Coffee, Ryanair, Marks & Spencer, William Hill, Delivery Hero, Skyscanner, BASF, DAZN, Veygo, Virtuo, movingimage, talabat, Australia Post, Tokopedia, Seven Network, Virgin Australia, Zomato, BigBasket, Mercado Libre, Lending Club

InVision, Twilio, Lyft, Yext, DigitalOcean,

Buyer's Guide

New Relic vs. ServiceNow Cloud Observability

April 2025

Free Report: New Relic vs. ServiceNow Cloud Observability

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