New Relic Observability tab for Service Observability

  • Release version: Yokohama
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of New Relic Observability tab for Service Observability

    The New Relic Observability tab provides critical performance metrics for services via the Service Details page in the SOW. This feature enables users to monitor various aspects of their service's performance, including transactions, database interactions, and host metrics, allowing for proactive management and troubleshooting.

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    Key Features

    • Application Dashboard: Displays performance metrics, including transaction rates, error percentages, and latency. Customized dashboards may vary from default settings.
    • Service Basic Metrics: Key metrics include transaction rate, error percentage, overall latency, database call duration, and database throughput, all sourced from New Relic.
    • Service Transactions: Detailed metrics on the throughput, error rates, and latency of key transactions within the service.
    • Compute Dashboard: Provides metrics related to the hosts supporting the service, including CPU, memory, and disk utilization.
    • CMDB Database Dashboards: Specific dashboards for MySQL and PostgreSQL databases, showcasing metrics like CPU utilization, memory usage, availability, and slow queries.

    Key Outcomes

    By utilizing the New Relic Observability tab, ServiceNow customers can effectively monitor their service performance, identify issues, and optimize resource usage. This leads to improved service reliability, enhanced performance management, and better overall operational efficiency.

    Dashboard and charts on the New Relic Observability tab of the Service Details page in the SOW.

    Application dashboard

    This dashboard displays performance metrics for the selected service.
    Note:
    If the dashboards have been customized, they might not reflect the information shown on this page.
    Table 1. Service basic metrics
    Chart Description Data source
    Rate Aggregate rate of transactions through the service, per minute. New Relic
    Error % Percent of transactions that have an error. New Relic
    Latency Aggregate duration of transactions through the service, in milliseconds. New Relic
    Time spent in database calls Duration of requests to databases, in milliseconds. New Relic
    Database throughput Rate of database requests for this service, per minute. New Relic
    Time spent in database queries Time spent querying the database, in milliseconds. New Relic
    Table 2. Service transactions
    Chart Description Data source
    Rate Each line represents the throughput of a key transaction through the service. Hover over a point to view the different transaction names. New Relic
    Error % Each line represents the percentage of errors on a key transaction in the service. Hover over a point to view the different transaction names. New Relic
    Latency Each line represents the response time for a key transaction on the service. Hover over a point to view the different transaction names. New Relic

    Compute dashboard

    This dashboard displays metrics for hosts related to the service.

    Table 3. Host
    Chart Description Data source
    CPU utilization Percent of the host processing power being consumed. New Relic
    Memory utilization Percent of memory the host is using. New Relic
    Disk utilization Percent of disk space being used. New Relic
    All Active Servers Information for all servers the service is actively using. Select a host link to view more detailed information. CMDB

    Database dashboards

    These dashboards display metrics for databases related to the service.

    Table 4. MySQL
    Chart Description Data source
    CPU utilization Percent of the database's processing power being consumed. New Relic
    Memory utilization Percent of memory the database is using. New Relic
    Availability Percent of time the database is available. New Relic
    Connections Number of connections to the database. New Relic
    Slow queries Number of database queries that have been categorized as slow by the APM. New Relic
    All MySQL Instances Information for all databases the service is actively using. Select a database link to view more detailed information. CMDB
    Table 5. PostgreSQL
    Chart Description Data source
    Scheduled Checkpoints Average number of scheduled checkpoints that were performed. New Relic
    Buffers Written for Checkpoint Average number of buffers written during checkpoints. New Relic
    Buffers Written by Background Writer Average number of buffers written by the background writer. New Relic
    Buffers Allocated Average number of buffers allocated. New Relic
    Checkpoint Write Time Time in milliseconds spent writing files to disk. New Relic
    All PostgreSQL Instances Information of all databases the service is actively using. Select a database link to view more detailed information. CMDB