New Relic vs ServiceNow Cloud Observability comparison

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Executive Summary

We performed a comparison between New Relic and ServiceNow Cloud Observability based on real PeerSpot user reviews.

Find out in this report how the two Application Performance Monitoring (APM) and Observability solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed New Relic vs. ServiceNow Cloud Observability Report (Updated: March 2024).
765,386 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"It is a one stop shop and integrated with PagerDuty seamlessly. The solution is pretty self-contained.""It has helped us maintain a much higher uptime than we had previously.""They instrument up from the bottom to the top – every piece of code - they have a very perfect read of what’s being done, and how long it’s taking.""The feature I found most valuable is being able to design my queries. It's easy to design a query.""The versatility of the solution is its most valuable feature.""New Relic has helped us in terms of the optimizing our print and loading times.""We use it for monitoring, identifying when services go down, or when they are outside of what we would consider normal operations.""The deep insights, which will give you the metrics (not a high level), so we can build out at the database level where the bottleneck is. This has been pretty helpful."

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"The ability to create a stream based on different parameters, operation name, service name, URL, tags, and URI part, is one valuable feature.""The UI is very intuitive.""The solution Lightstep/ServiceNow has a couple of pretty advanced functionalities to help us investigate a deviation and help the development teams have better observability in the environment using distributed and complex services."

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Cons
"The browser isn't exactly reliable.""Documentation could be improved in New Relic APM, so users would have more clarity on configuring the dashboard. If New Relic gave better guidelines, users would find it easier to understand the metrics and features of New Relic APM. Another area for improvement is integration with Kubernetes. Currently, the process isn't user-friendly. It's challenging and lacks documentation for users to understand how to integrate New Relic APM with Kubernetes quickly. With multiple levels of Kubernetes dockers and other DBs on different clouds, it's tricky to gather all into New Relic APM on a single dashboard. What I'd like to see in the next version of New Relic APM is a single dashboard where you can easily view which applications fall under specific APMs. If there's a search feature where you can type in a keyword to find out if an APM is related to a particular application, that would be great.""The monitoring is only as good as the alerts that it produces. By having it set up fine grain alerting, it is a bit of a pain.""It would help customers if there were an on-premises version available.""The customization of the start and end time is kind of cool.""The solution is quite expensive.""New Relic APM is a good tool, and it has a database of failures, but it could use a list of customer-specific failures. New Relic APM should be able to give my company advanced analytics through AI.""They should bring the pricing down to be more competitive."

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"The dashboard and graphics must be improved.""The support team could be better. Because of the different versions of different tactics of integrating reactive code base, the documentation is not very clear if someone has to be onboard. I would rate the documentation of Lightstep a five out of ten. It could need improvement.""The design of this solution is not very intuitive and probably could come with more friendly tips for beginners."

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Pricing and Cost Advice
  • "New Relic is either free with low retention and minimal functionalities, or expensive with full options and retention."
  • "The monthly cost os $1000 per server per month, but it could be even more. We pay about $250 for the server, and then New Relic wants over $1000 to give us statistics on those servers."
  • "Cost is significant with a lot of extras."
  • "It would be nice if we could buy it annually instead of monthly."
  • "If it’s the right tool, it doesn’t matter what it costs because you’re going to get it back many-fold from your productivity."
  • "I recommend using the free version of New Relic. If you like the free version and understand its importance for your company, you can move to the trial. Then, you can migrate to the paid version."
  • "There is a picture which goes to your browser and it monitors requests from other users. However, it's impossible to use now because the price is very high. The feature is very nice, but I tried it during the trial period, and the current price makes it impossible to use."
  • "They gave us aggressive discounts when they were brought in for the first time, but they have also kept them for the year-on-year renewals, which has been absolutely fine."
  • More New Relic Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:There are many factors and we know little about your requirements (size of org, technology stack, management systems, the scope of implementation). Our goal was to consolidate APM and infra… more »
    Top Answer:It allows the restriction of privileges and control of users.
    Top Answer:The solution only supports the cloud platform and not on-premises. Therefore, they should assess supporting the licensing on-premises as well.
    Top Answer:The dashboard and graphics must be improved. We export the information to Grafana because it provides better visualization. The performance is a bit slow when we deal with the traces and spams to load… more »
    Top Answer:We use the product for traceability.
    Ranking
    Views
    25,149
    Comparisons
    19,771
    Reviews
    33
    Average Words per Review
    519
    Rating
    8.2
    Views
    947
    Comparisons
    785
    Reviews
    3
    Average Words per Review
    537
    Rating
    7.3
    Comparisons
    Also Known As
    New Relic Browser, New Relic Applied Intelligence, New Relic Insights, New Relic Synthetics, New Relic Servers, New Relic APM
    LightStep
    Learn More
    ServiceNow
    Video Not Available
    Overview

    New Relic is a versatile tool that can be customized to fit the needs of different organizations. Its primary use cases include performance monitoring, time series analysis, infrastructure monitoring, synthetic monitoring of APIs, and providing insight into UI performance. New Relic APM is a popular application monitoring tool that provides in-depth observability of an application's performance, including database queries, website response times, and page load times. 

    The solution provides clear information and a complete picture of what is happening in the organization's system, allowing for easy monitoring of servers and providing value in code detection and resolution and user experience metrics.

    ServiceNow Cloud Observability is a comprehensive platform designed to enhance visibility, control, and performance monitoring of your IT infrastructure and applications. It seamlessly integrates log management, trace management, metrics monitoring, and infrastructure monitoring in real-time, leveraging AI and machine learning for automated tasks and actionable insights. With benefits including improved visibility, faster incident resolution, enhanced application performance, simplified IT operations, and reduced costs, this cloud-native solution is ideal for businesses of all sizes with complex IT infrastructures. It integrates seamlessly with ServiceNow IT Operations Management (ITOM), supports OpenTelemetry standards, and provides AI-powered insights along with pre-built dashboards and reports. 

    Sample Customers
    World Fuel Services, Verizon, FootLocker, McDonald's, Trainline, Mondia Media, Confused, Costa Coffee, Ryanair, Marks & Spencer, William Hill, Delivery Hero, Skyscanner, BASF, DAZN, Veygo, Virtuo, movingimage, talabat, Australia Post, Tokopedia, Seven Network, Virgin Australia, Zomato, BigBasket, Mercado Libre, Lending Club
    InVision, Twilio, Lyft, Yext, DigitalOcean,
    Top Industries
    REVIEWERS
    Financial Services Firm23%
    Computer Software Company18%
    Media Company9%
    Retailer8%
    VISITORS READING REVIEWS
    Educational Organization29%
    Financial Services Firm14%
    Computer Software Company11%
    Manufacturing Company5%
    VISITORS READING REVIEWS
    Computer Software Company19%
    Financial Services Firm17%
    Manufacturing Company10%
    Retailer9%
    Company Size
    REVIEWERS
    Small Business35%
    Midsize Enterprise30%
    Large Enterprise35%
    VISITORS READING REVIEWS
    Small Business14%
    Midsize Enterprise36%
    Large Enterprise50%
    VISITORS READING REVIEWS
    Small Business13%
    Midsize Enterprise7%
    Large Enterprise79%
    Buyer's Guide
    New Relic vs. ServiceNow Cloud Observability
    March 2024
    Find out what your peers are saying about New Relic vs. ServiceNow Cloud Observability and other solutions. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    New Relic is ranked 3rd in Application Performance Monitoring (APM) and Observability with 151 reviews while ServiceNow Cloud Observability is ranked 48th in Application Performance Monitoring (APM) and Observability with 3 reviews. New Relic is rated 8.6, while ServiceNow Cloud Observability is rated 7.4. The top reviewer of New Relic writes "Has a simple user interface and end-to-end monitoring and self-healing features". On the other hand, the top reviewer of ServiceNow Cloud Observability writes "Provides effective observability and offers robust alerting and monitoring capabilities". New Relic is most compared with Dynatrace, Datadog, Elastic Observability, Grafana and Azure Monitor, whereas ServiceNow Cloud Observability is most compared with Grafana, Dynatrace, Datadog, Elastic Observability and Splunk Enterprise Security. See our New Relic vs. ServiceNow Cloud Observability report.

    See our list of best Application Performance Monitoring (APM) and Observability vendors.

    We monitor all Application Performance Monitoring (APM) and Observability reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.