ServiceNow Cloud Observability

Basic Information

• Model: Cloud-based observability solution (formerly Lightstep).
• Version: Continuously updated as a SaaS offering, with new capabilities introduced in May 2023.
• Release Date: Launched May 16, 2023.
• Minimum Requirements: Requires a stable internet connection and a compatible web browser for user access. Underlying infrastructure is managed by ServiceNow in the cloud.
• Supported Operative Systems: Accessed via web browser, compatible with standard operating systems. Integrates with various cloud environments including Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform (GCP).
• Latest Stable Version: New capabilities were added in May 2023, integrating Lightstep's metrics, tracing, and logging.
• End of Support Date: March 1, 2026, or the contract term end date, whichever is later.
• End of Life Date: March 1, 2026, or the contract term end date, whichever is later. ServiceNow is not planning to offer an equivalent observability solution.
• Auto-update Expiration Date: Updates will cease after the End of Life date of March 1, 2026.
• License Type: Subscription-based, with pricing varying based on usage, integration, and selected features. Billing plans include a "Subscription unit plan" and an "Active service bundle plan," often calculated by Active Time Series (ATS), logs (GB), and span data (GB).
• Deployment Model: Cloud-based (Software-as-a-Service - SaaS).

Technical Requirements

• RAM: Not applicable for client-side access; managed by ServiceNow in the cloud.
• Processor: Not applicable for client-side access; managed by ServiceNow in the cloud.
• Storage: Not applicable for client-side access; managed by ServiceNow in the cloud.
• Display: Standard web browser display resolution.
• Ports: Standard internet communication ports (e.g., HTTP/HTTPS) for web browser access.
• Operating System: Any operating system capable of running a modern web browser. Integrates with cloud-native applications and environments such as Kubernetes, Docker, and various cloud providers.

Analysis of Technical Requirements: As a Software-as-a-Service (SaaS) offering, ServiceNow Cloud Observability significantly reduces the technical burden on end-users. The platform handles all server-side infrastructure, including compute, memory, and storage. Users primarily require a reliable internet connection and a standard web browser. The solution is designed to integrate with diverse cloud-native application stacks and major cloud providers, abstracting away the complexities of underlying hardware and operating systems.

Support & Compatibility

• Latest Version: New capabilities were released in May 2023.
• OS Support: Accessible via any modern web browser, ensuring compatibility across various client operating systems. It supports integration with cloud environments like AWS, Azure, and Google Cloud Platform, and technologies such as Kubernetes, Docker, NGINX, and Jenkins.
• End of Support Date: March 1, 2026, or the contract term end date, whichever is later.
• Localization: Supports English.
• Available Drivers: Not applicable in the traditional sense for a SaaS platform. Integrations are typically handled via APIs or OpenTelemetry-based collectors.

Analysis of Overall Support & Compatibility Status: ServiceNow Cloud Observability offers online support and comprehensive documentation, with users reporting responsive and knowledgeable customer service. It integrates seamlessly with ServiceNow IT Operations Management (ITOM) and supports OpenTelemetry standards. However, the critical factor is its impending End of Life (EOL) on March 1, 2026. After this date, the product will no longer receive updates or support, and ServiceNow is not planning a direct replacement. This necessitates migration planning for current users to alternative observability platforms to ensure uninterrupted monitoring and operational continuity.

Security Status

• Security Features: Unifies critical telemetry data (logs, metrics, traces) to enhance security. Provides enterprise-grade security. Benefits from ServiceNow's broader security offerings, including Vulnerability Response, Security Incident Response, and Cloud Encryption. Employs a layered security strategy with proactive measures, automatic updates, vulnerability assessments, and access control management.
• Known Vulnerabilities: No specific known vulnerabilities are publicly disclosed in the provided information.
• Blacklist Status: No information available.
• Certifications: The underlying ServiceNow platform holds numerous certifications, including APEC PRP, C5, CSA STAR Level 1 & 2, Cyber Essentials, Cyber Essentials Plus, DoD IL4 & IL5, ENS, EU CoC, FedRAMP, GC CP, Health Data Hosting, HITRUST, IRAP, ISMAP, ISO 20000-1, ISO 22301, ISO 27001:2022, ISO 27017, ISO 27018, ISO 27701, ISO 9001, MTCS, PCI DSS, SOC 1 Type 2, SOC 2 Type II, and TISAX.
• Encryption Support: Supports cloud encryption for data at rest, utilizing native Linux capabilities (LUKS) and a Key Management System (KMS) with options for ServiceNow-managed or customer-managed keys.
• Authentication Methods: Not explicitly detailed for Cloud Observability, but as part of the ServiceNow platform, it leverages standard enterprise authentication methods.
• General Recommendations: Focuses on protecting sensitive data and increasing security, privacy, and compliance across the enterprise.

Analysis on the Overall Security Rating: ServiceNow Cloud Observability operates within the robust security framework of the ServiceNow platform, which is backed by extensive industry certifications and strong encryption capabilities for data at rest. The solution aims to improve overall security posture by unifying telemetry data and providing enterprise-grade protection. While no specific vulnerabilities are highlighted, the comprehensive security measures and certifications of the broader platform suggest a high level of security assurance.

Performance & Benchmarks

• Benchmark Scores: Specific benchmark scores are not publicly available.
• Real-world Performance Metrics: Provides real-time monitoring and visibility into cloud infrastructure and applications. Facilitates faster identification and resolution of performance issues. Unifies metrics, logs, and traces into a single workflow for efficient root cause analysis. Offers strong real-time monitoring, intuitive dashboards, and dynamic transaction mapping for visualizing complex transactions.
• Power Consumption: Not applicable as a SaaS solution; managed by ServiceNow's cloud infrastructure.
• Carbon Footprint: Not applicable as a SaaS solution; managed by ServiceNow's cloud infrastructure.
• Comparison with Similar Assets: Users rate it highly for ease of integration and deployment compared to Dynatrace. It is praised for its "Root Cause Analysis (RCA)" and "Automation" features, outperforming Google Cloud Operations in these specific areas.

Analysis of the Overall Performance Status: ServiceNow Cloud Observability is designed for high performance in real-time monitoring and rapid incident resolution within complex cloud-native environments. It excels at unifying diverse telemetry data to provide a comprehensive view, enabling faster root cause analysis and proactive issue detection. While explicit benchmark figures are not provided, user feedback consistently highlights its effectiveness in real-world scenarios, particularly its strong capabilities in automation, root cause analysis, and intuitive data visualization.

User Reviews & Feedback

ServiceNow Cloud Observability receives an average rating of 7.6 out of 10 from PeerSpot users.

• Strengths: Users praise its real-time visibility and monitoring capabilities for cloud infrastructure and applications, along with its unified dashboard for integrating data from various cloud environments. Advanced analytics and alerting features are effective for anomaly detection and troubleshooting, leading to improved operational efficiency and a seamless user experience. The solution integrates seamlessly with ServiceNow IT Operations Management (ITOM), supports OpenTelemetry standards, and provides AI-powered insights with pre-built dashboards. Customer support is noted for being responsive and knowledgeable. Key features like "Root Cause Analysis (RCA)" and "Automation" are highly valued, as are its intuitive dashboards and visualizations.
• Weaknesses: Some users perceive the pricing as higher compared to alternative solutions. The most significant weakness is the announced End of Life (EOL) for the product on March 1, 2026, with no direct replacement planned by ServiceNow, causing concern for continuity.
• Recommended Use Cases: It is extensively used for monitoring microservices, setting up alerts for unexpected traffic, and achieving error traceability. Teams leverage it to track calls, troubleshoot errors, and integrate with communication platforms like Slack for alerts. It supports distributed applications using OpenTelemetry and integrates well with AWS and Azure for hybrid cloud setups, proving particularly useful for investigating performance issues in production environments.

Summary

ServiceNow Cloud Observability, formerly Lightstep, is a cloud-based solution designed to provide real-time visibility and monitoring for cloud-native applications and infrastructure. Launched in May 2023, it unifies metrics, logs, and traces into a single platform, enabling faster incident resolution and improved operational efficiency. The platform benefits from the robust security framework of the broader ServiceNow ecosystem, holding numerous industry certifications and offering strong encryption capabilities.

Key strengths include its comprehensive real-time monitoring, advanced analytics, and powerful automation features, particularly in root cause analysis and dynamic transaction mapping. Users appreciate its seamless integration with other ServiceNow products and its support for OpenTelemetry standards. The user experience is enhanced by intuitive dashboards and responsive customer support.

However, the most critical aspect of ServiceNow Cloud Observability is its announced End of Life (EOL) date of March 1, 2026, or the contract term end date, whichever is later. ServiceNow has explicitly stated that it is not planning to offer a direct equivalent observability solution, instead shifting its focus to Service Observability and Service Reliability Management within its broader Operations Management capabilities. This means that while the product currently offers strong capabilities, its future is limited, and existing users must plan for migration to alternative platforms to maintain observability functions.

Recommendations: For organizations currently using or considering ServiceNow Cloud Observability, immediate action is required to plan for its End of Life. Existing users should initiate a migration strategy to alternative observability solutions that integrate with their ServiceNow workflows. New deployments are not recommended given the impending EOL. Instead, focus should be placed on ServiceNow's strategic shift towards Service Observability and Service Reliability Management, or exploring third-party alternatives that offer seamless integration with the ServiceNow platform.

The information provided is based on publicly available data and may vary depending on specific device configurations; for up-to-date information, please consult official manufacturer resources.