New Relic vs ServiceNow Cloud Observability comparison

New Relic and ServiceNow are both solutions in the Application Performance Monitoring (APM) and Observability category. New Relic is ranked #4 with an average rating of 8.0, while ServiceNow is ranked #41 with an average rating of 7.5. New Relic holds a 5.1% mindshare in APM, compared to ServiceNow’s 0.4% mindshare. Additionally, 94% of New Relic users are willing to recommend the solution, compared to 100% of ServiceNow users who would recommend it.

New Relic

Read 159 New Relic reviews

13,943 Views
11,573 Comparison Views

94% willing to recommend

ServiceNow Cloud Observability

Read 4 ServiceNow Cloud Observability reviews

837 Views
812 Comparison Views

100% willing to recommend

New Relic

ServiceNow Cloud Observability

Comparison Buyer's Guide

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Executive SummaryUpdated on Jul 24, 2024

New Relic and ServiceNow Cloud Observability compete in cloud monitoring. New Relic seems to have an upper hand due to its pricing and user support, while ServiceNow Cloud Observability is chosen for its advanced features despite higher costs.

Features: New Relic's valuable features include deep observability into applications and infrastructure, real-time analytics, and AI-based anomaly detection. ServiceNow Cloud Observability is valued for its seamless integration with other ServiceNow products, comprehensive dashboards, and predictive analytics.

Room for Improvement: Users of New Relic mention the need for better integration with third-party tools and improved cost management. ServiceNow Cloud Observability users highlight the complexity of setup and occasional performance issues. New Relic requires enhancements in integration and cost transparency, while ServiceNow Cloud Observability needs to simplify deployment and improve performance stability.

Ease of Deployment and Customer Service: New Relic is often praised for its straightforward deployment and responsive customer service. In contrast, ServiceNow Cloud Observability, despite its comprehensive capabilities, faces criticism for its complex deployment process but is supported by reliable customer service.

Pricing and ROI: New Relic is favored for its competitive pricing and perceived high ROI. ServiceNow Cloud Observability tends to be more expensive, but users justify the cost with its extensive features and capabilities.

To learn more, read our detailed New Relic vs. ServiceNow Cloud Observability Report (Updated: September 2025).

Buyer's Guide

New Relic vs. ServiceNow Cloud Observability

September 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

New Relic

Ranking in Application Performance Monitoring (APM) and Observability

4th

Average Rating

8.4

Reviews Sentiment

7.1

Number of Reviews

159

Ranking in other categories

Network Monitoring Software (10th), IT Infrastructure Monitoring (8th), IT Operations Analytics (3rd), Mobile APM (3rd), Cloud Monitoring Software (5th), AIOps (4th)

ServiceNow Cloud Observability

Ranking in Application Performance Monitoring (APM) and Observability

41st

Average Rating

7.6

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of September 2025, in the Application Performance Monitoring (APM) and Observability category, the mindshare of New Relic is 5.1%, down from 9.1% compared to the previous year. The mindshare of ServiceNow Cloud Observability is 0.4%, up from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Application Performance Monitoring (APM) and Observability Market Share Distribution
Product	Market Share (%)
New Relic	5.1%
ServiceNow Cloud Observability	0.4%
Other	94.5%

Application Performance Monitoring (APM) and Observability

Featured Reviews

Hari Rajendiran

Platform Software Engineer 4 at Nexthink

Has improved monitoring efficiency with robust alerting and automation features

The best features in New Relic include its numerous API integrations and a good source of support. The support is excellent, and they provide blogs and forums. There is something called NRQL, New Relic Query Language, which can be used to query many things and retrieve data. Using API calls allows you to automate and pull a dashboard out of it, making manipulation easily done. These are some things I have done with New Relic as an end customer. It reduces the operational overhead. Your data is monitored end to end, which could be directly linked with the SLA and SLO. That is the main thing.

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VinayKumar16

Senior DeliveryManager at ITC Infotech

Provides ease of use in areas like analytics and reporting

The feature of the tool that is more impactful for cloud performance stems from the area revolving around analytics and reporting. It is an easy-to-use tool. There is something known as performance analytics within ServiceNow that offers complete analytics, which offers end-to-end analytics along with the KPI metrics with what we have in place and so on. With the aforementioned aspects of the tool, I think we should be able to create a dashboard according to the operations view called the operation dashboard view, specifically for C-level executives.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"We detect issues using dashboards that we built on New Relic."

"We are able to drill down and see what is going on in the system."

"Using New Relic speeds up troubleshooting and resolution, giving us a clearer picture of where issues are, thus saving time and effort."

"One of the most outstanding features of any APM tool is the anomaly detection part."

"The alert mechanism is quite accurate when something goes wrong in your system. For example, if you have hundreds of APIs on your server, and any of the APIs is not performing well, you get an alert. When there is a drop or change in the threshold value, the beauty of New Relic is that within a fraction of seconds, all the stakeholders who are configured in the New Relic system will get an alert. That's one good thing."

"The feature I found most valuable is being able to design my queries. It's easy to design a query."

"The most important thing is that it tells us where the latency in throughput and response time are."

"New features are added often."

More New Relic pros

"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."

"The UI is very intuitive."

"To a certain extent, it is possible to save on the costs of the product."

"The ability to create a stream based on different parameters, operation name, service name, URL, tags, and URI part, is one valuable feature."

Cons

"The initial setup can be made easier. Like Mixpanel, New Relic can also have a step-by-step guide for the setup process."

"They don't have an opportunity to share the dashboard with the public. If you want to share it with stakeholders or people outside the organization who just want to have a look at a couple of metrics, you can't do that without onboarding them to the product itself."

"The UX/UI design of New Relic APM could be improved. The solution currently has some slow pages in terms of loading and viewing the pages, for example, the reports. The reports and other pages take a long time to load."

"There are certain features that are not supported in New Relic, such as CATSEARCH, which allows you to do a full-text search."

"The price needs improvement."

"The scalability can be improved."

"I think that there have been some questionable product enhancements. Over a year ago, New Relic rolled out a new navigation that really disrupted our workflow."

"The solution could improve by having more network monitoring features, such as for all the infrastructure."

More New Relic cons

"The dashboard and graphics must be improved."

"In terms of licensing, users would want the product to offer them the ability to tailor the tasks offered in the solution to suit their needs."

"The design of this solution is not very intuitive and probably could come with more friendly tips for beginners."

"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."

Pricing and Cost Advice

"The detection piece of it brings us a big return on investment."

"The pricing is okay comparatively their competitors. The only concern was whether it should be purchased on demand or bring your own license, and which way passes some savings onto the end customers."

"We spend somewhere around $5,000 to $6,000 per month with an annual recommitment of maybe $60,000. These are just ballpark figures."

"The solution is quite expensive. It costs around $5,000 a month. There aren't any additional costs above that."

"It would be nice if we could buy it annually instead of monthly."

"This is an expensive product."

"The pricing and licensing are good if you have an account manager and a partner manager who are looking to help out."

"Because of budget, we are not using the mobile app part of this tool."

More New Relic pricing and cost advice

"The product is expensive. I rate the tool's pricing model an eight out of ten."

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Top Industries

By visitors reading reviews

Financial Services Firm

15%

Computer Software Company

14%

Manufacturing Company

Retailer

Financial Services Firm

19%

Manufacturing Company

13%

Computer Software Company

12%

Retailer

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	65
Midsize Enterprise	50
Large Enterprise	60

No data available

Questions from the Community

Any advice about APM solutions?

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 monitor...

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What do you like most about New Relic Insights?

The product's initial setup phase was very easy.

See all answers

What needs improvement with New Relic Insights?

I reviewed another observability tool, DataDog, and we moved away from New Relic because the pricing was not convenient and didn't fit our budget. With DataDog, some of the APM features we were loo...

See all answers

What do you like most about LightStep?

The UI is very intuitive.

See all answers

What needs improvement with LightStep?

There are a lot of workflows and connectors. In terms of licensing, users would want the product to offer them the ability to tailor the tasks offered in the solution to suit their needs.

See all answers

What is your primary use case for LightStep?

I use the solution in my company since it has multiple tenants available. Basically, what happens in business is that you have a hybrid setup model, and for that, you extensively use a cloud platfo...

See all answers

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Compared 19% of the time

IBM Instana Observability vs ServiceNow Cloud Observability

Compared 12% of the time

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Product Reports

Buyer's Guide

New Relic

August 2025

Download New Relic product report

Buyer's Guide

ServiceNow Cloud Observability

August 2025

Download ServiceNow Cloud Observability product report

Also Known As

New Relic Browser, New Relic Applied Intelligence, New Relic Insights, New Relic Synthetics, New Relic Servers, New Relic APM

LightStep

Overview

New Relic offers real-time application monitoring and insight into performance bottlenecks. Its customizable dashboards and APM integration provide efficient operational support, while server performance alerts ensure quick issue detection.

New Relic provides comprehensive monitoring of application performance, tracking bottlenecks across databases and front-end components. Users employ it for server and infrastructure monitoring, as well as analyzing key metrics such as CPU and memory usage. The solution's ability to integrate with tools like PagerDuty enhances incident management capabilities. However, users have expressed a need for improvements in query language simplicity, more detailed historical insights, and better mobile app monitoring support.

What are New Relic's most important features?

Real-Time Monitoring: Provides instant visibility into application performance.
Detailed Transaction Tracing: Identifies specific transaction issues quickly.
Error Rate Tracking: Monitors and reports on error occurrences efficiently.
Customizable Dashboards: Tailors dashboard views for specific needs.
APM Integration: Seamlessly integrates with application performance management tools.

What benefits and ROI should be considered?

Operational Efficiency: Quick issue detection reduces downtime.
Improved Debugging: Enhanced error analysis supports rapid problem resolution.
Comprehensive Monitoring: Offers a holistic view of application performance and user behavior.
Incident Management: Integration with incident tools helps streamline responses.
Efficient Alerts: Rapid alert systems ensure timely notifications of issues.

In industries like e-commerce and financial services, New Relic supports application performance monitoring to enhance user experience and system reliability. Organizations leverage its insights for optimizing performance, particularly in server operations and infrastructure management. Its ability to monitor API failures through synthetic monitoring is crucial for maintaining high service levels.

New Relic

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.

ServiceNow

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,

Buyer's Guide

New Relic vs. ServiceNow Cloud Observability

September 2025

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