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Service Observability › ITOM AIOps › IT Operations Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Configuring Service Observability

After you install Service Observability, you must connect external observability systems and map that data to services. You can also customize the out-of-the-box dashboards to show different information, including data from other ServiceNow products.

Configuration overview

  • Install Service Observability
    If you have the system admin role, you can install the Service Observability application (sn_sow_svcobs). The application installs related ServiceNow® Store applications and plug-ins if they aren't already installed.
  • Connect a Service Observability data source
    Connect Service Observability to an external observability system. Service Observability displays metrics in the Service Operations Workspace (SOW) from that observability instance.
  • Create and manage data mappings
    Map your services to the data from a connected external observability vendor instance, and view it in charts for the service.
  • Create and manage MetricBase data mappings
    Map your services to metrics from MetricBase, and view them in charts for the service.
  • Customize Service Observability dashboard templates
    You can customize the Service Observability dashboards on both the Overview and Observability tabs of the Service Details page. You can change or add metrics and related data to fit your business needs.

Parent Topic:Service Observability