Observability Integration

Overview

This skill provides a structured approach to integrating third-party observability platforms with ServiceNow ITOM Event Management. It covers:

• Configuring event management connectors for Datadog, Dynatrace, and New Relic
• Normalizing incoming alerts to ServiceNow severity and priority standards
• Mapping external metrics to ServiceNow metric definitions
• Building alert correlation rules to reduce noise and group related events
• Validating end-to-end data flow from external monitoring to ServiceNow alerts
• Troubleshooting broken or misconfigured integrations

When to use: When operations teams need to centralize monitoring data from multiple observability platforms into ServiceNow for unified alert management, incident creation, and service health dashboards.

Plugin required: com.snc.em (Event Management)

Prerequisites