New Relic Observability tab for Service Observability

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of New Relic Observability tab for Service Observability

    The New Relic Observability tab within the Service Details page provides dashboards and charts that display critical performance metrics for services, hosts, and databases. This feature is designed to give ServiceNow users insight into service performance, transaction rates, error percentages, and resource utilization, enabling informed decision-making for service management.

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    Key Features

    • Application Dashboard: Displays overall service performance metrics, including transaction rates, error percentages, and latency.
    • Service Basic Metrics: Key metrics include aggregate transaction rates, error rates, latency, and database call durations sourced from New Relic.
    • Service Transactions: Provides insights into throughput, error percentages, and response times for key transactions.
    • Compute Dashboard: Offers metrics related to host performance, such as CPU, memory, and disk utilization.
    • CMDB Database Dashboards: Displays detailed metrics for MySQL and PostgreSQL databases, including CPU utilization, availability, and performance characteristics.

    Key Outcomes

    By utilizing the New Relic Observability tab, ServiceNow customers can effectively monitor and analyze service performance, quickly identify issues, and optimize resources. This capability leads to improved service reliability and enhanced operational efficiency, directly supporting business objectives.

    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 New Relic. 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