Amazon CloudWatch Observability tab for Service Observability

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

    The Amazon CloudWatch Observability tab provides critical performance metrics for services within the ServiceNow platform. This feature enables users to visualize application and infrastructure performance through various dashboards, helping to identify issues and optimize service delivery.

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    Key Features

    • Application Dashboards: Display key performance indicators for selected services through charts that include metrics such as request counts, latency, and error rates.
    • Compute Dashboards: Provide insights into host-related metrics, including CPU utilization and network traffic, crucial for monitoring service health.
    • Database Dashboards: Focus on RDS database performance, showing metrics such as CPU utilization, memory availability, and latency for read/write operations.

    Key Outcomes

    By utilizing the dashboards in the Amazon CloudWatch Observability tab, ServiceNow customers can:

    • Quickly identify performance bottlenecks and errors across different components of their services.
    • Monitor resource utilization and optimize the performance of their applications and infrastructure.
    • Access detailed information about EC2 and RDS instances being used, aiding in effective resource management.

    Dashboard and charts on the Amazon CloudWatch tab of the Service Details page in the SOW.

    Application dashboards

    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. API Gateway - HTTP
    Chart Description Data source
    Request Count Aggregate rate of transactions through the service, per minute. AWS
    Latency Aggregate duration of transactions through the service, in milliseconds. AWS
    4xx Errors Number of errors returned with a status of 4xx. AWS
    5xx Errors Number of errors returned with a status of 5xx. AWS
    Table 2. API Gateway - REST
    Chart Description Data source
    Request Count Aggregate rate of transactions through the service, per minute. AWS
    Latency Aggregate duration of transactions through the service, in milliseconds. AWS
    4xx Errors Number of errors returned with a status of 4xx. AWS
    5xx Errors Number of errors returned with a status of 5xx. AWS
    Table 3. ELB
    Chart Description Data source
    Request Count Aggregate rate of transactions through the service, per minute. AWS
    Latency Aggregate duration of transactions through the service, in milliseconds. AWS
    4xx Errors Number of errors returned with a status of 4xx. AWS
    5xx Errors Number of errors returned with a status of 5xx. AWS
    Table 4. Lambda
    Chart Description Data source
    Errors Number of errors reported by the Lambda function. AWS
    Duration Aggregate duration of transactions through the service, in milliseconds. AWS
    Invocations Number of Lambda invocations executed by this service. AWS

    Compute dashboards

    This dashboard displays metrics for hosts related to the service.

    Table 5. Host
    Chart Description Data source
    CPU utilization Percent of the host processing power being consumed by this service. AWS
    Disk Write Bytes Number of bytes written to the database by this service. AWS
    Disk Read Bytes Number of bytes read from the database by this service. AWS
    Network In Bytes Amount of incoming network traffic in bytes for this service. AWS
    Network Out Bytes Amount of outgoing network traffic in bytes for this service. AWS
    All EC2 VM Instances Information for all EC2 VM instances the service is actively using. Select a link to view more detailed information. CMDB
    All Active Servers Information for all servers the service is actively using. Select a Server link to view more detailed information. CMDB

    Database dashboards

    This dashboard displays metrics for RDS databases related to the service.

    Table 6. RDS
    Chart Description Data source
    CPU utilization Percent of the database's processing power being consumed by this service. AWS
    Free Memory Amount of memory in bytes available on this database. AWS
    Free Storage Amount of storage in bytes available on this database. AWS
    Current Connections Number of connections from this service to the database. AWS
    Read Latency Time taken in milliseconds for read operation from the database to complete. AWS
    Write Latency Time taken in milliseconds for write operation from the database to complete. AWS
    All RDS Instances Information for all databases the service is actively using. Select a database link to view more detailed information. CMDB