Dynatrace: Integration with ServiceNow has changed the way teams work

In the past year, we have seen rapid organizational transformation, and the digital future shows no signs of slowing down. Both Dynatrace and ServiceNow are committed to supporting organizations during the transition period.

With the explosive growth of digital services in various industries, ServiceNow and Dynatrace have seen three major challenges facing IT teams as they continue to transform their businesses. These include:

• IT complexity: Hybrid, multi-cloud, microservices, and containers make it challenging to see where the system is connected and dependent.
• Lack of visibility: This makes it almost impossible for the team to find the root cause when manually interpreting the source of billions of events.
• User expectations: The lack of insight into the user experience makes it impossible to prioritize these expectations accordingly.

The Dynatrace and ServiceNow partnership enables organizations to manage this complexity through three main pillars:

• Simplify complexity: Through automatic tracking of services, applications, topologies and dependencies, as well as code-level insight into the end-to-end picture of the entire IT asset.
• Full visibility: Deterministic AI provides a real-time view of application and infrastructure problem identification through precise root cause analysis and business impact.
• Positive user experience: Comprehensive real user insights enable the team to make proactive and measurable experience improvements before the business impact.

The strategic integration of Dynatrace and ServiceNow enables organizations to enter a new hybrid normal through an integrated platform designed to eliminate failures, accelerate business results, and sustain uninterrupted services.

Dynatrace and ServiceNow integration use cases:

In talking to our customers, we learned that some of the main ways they rely on Dynatrace and ServiceNow to provide enhanced business value include:

• minimize Enterprise silos and maximizing digital transformation: The infrastructure and application teams must work together to resolve any service or infrastructure issues. The integration of Dynatrace and ServiceNow assigns issues to the right team, reducing the need for war rooms and saving valuable time.

• Supervise Big picture of real-time service infrastructure: The combined solution of Dynatrace and ServiceNow is unique in addressing the root cause, using deterministic AI to automatically identify the cause of potential performance issues, including container-based applications. By capturing and ingesting data from Dynatrace, ServiceNow extends the correlation identifier of the affected host and provides a single source of truth across the entire IT environment.

• Changes in management service infrastructure to automation: By adding AI automatic change detection in Dynatrace’s applications, services, and infrastructure to ServiceNow, users can automatically trigger workflow execution to remediate incidents before they affect the business or end users.

“ServiceNow is committed to providing organizations with the necessary tools for digital transformation,” said Jeff Hausman, Senior Vice President and General Manager of IT Workflow Operations Management at ServiceNow. “We are pleased to add Dynatrace to our partner ecosystem to increase trust and accelerate time to value for our mutual customers as we seek to jointly solve the challenges of transitioning to a hybrid world of work.”

Dynatrace and ServiceNow provide organizations with better decision-making capabilities to accelerate key business outcomes. In short, this integration provides the best strategy for intelligent observability and helps organizations deal with the challenges of accelerating digital transformation.

Dynatrace integrates with ServiceNow in three main ways:

• Event integration: Dynatrace automatically recognizes service health and performance events. The Dynatrace event integration application synchronizes these events to the ServiceNow® event management dashboard.
• CMDB integration: Dynatrace integrates with ServiceNow to establish vertical and horizontal relationships between CI and metadata. The new service graph connector for Dynatrace observability is integrated into ServiceNow CMDB and existing service maps, which can enhance the visibility of the environment by understanding how event services are affected. This saves valuable time and resources for the team, allowing them to focus on higher-value initiatives, including driving digital transformation and providing customers with a seamless experience.
• Event integration: Dynatrace pushes events to the ServiceNow Events table, providing complete visibility, including code-level metrics and tracking, to proactively reduce service interruptions.

By combining deep observability, automated workflow, and configuration data, organizations can successfully transform their business.