ServiceNow Cloud Observability vs Splunk ITSI (IT Service Intelligence) comparison

ServiceNow and Splunk are both solutions in the Application Performance Monitoring (APM) and Observability category. ServiceNow is ranked #41 with an average rating of 7.5, while Splunk is ranked #10 with an average rating of 8.2. ServiceNow holds a 0.4% mindshare in APM, compared to Splunk’s 0.7% mindshare. Additionally, 100% of ServiceNow users are willing to recommend the solution, compared to 97% of Splunk users who would recommend it.

ServiceNow Cloud Observability

Read 4 ServiceNow Cloud Observability reviews

771 Views
593 Comparison Views

100% willing to recommend

Splunk ITSI (IT Service Int...

Read 50 Splunk ITSI (IT Service Intelligence) reviews

1,715 Views
1,052 Comparison Views

97% willing to recommend

ServiceNow Cloud Observability

Splunk ITSI (IT Service Int...

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Jul 24, 2024

ServiceNow Cloud Observability and Splunk ITSI are both comprehensive monitoring solutions. ServiceNow Cloud Observability has an edge in support, while Splunk ITSI is preferred for its advanced features.

Features: Users value ServiceNow Cloud Observability for its integration capabilities, real-time insights, and straightforward deployment process. Splunk ITSI is praised for its deep analytics, customizable dashboards, and advanced features.

Room for Improvement: ServiceNow Cloud Observability users seek enhanced scalability, better compatibility with third-party tools, and improved expandability. Splunk ITSI users desire simpler configuration options, reduced complexity, and less setup intricacies.

Ease of Deployment and Customer Service: ServiceNow Cloud Observability is commended for its straightforward deployment process and responsive customer service. Splunk ITSI's deployment is seen as somewhat complex, but its customer service remains effective.

Pricing and ROI: ServiceNow Cloud Observability has a competitive pricing model and delivers solid ROI according to reviews. Splunk ITSI’s pricing is higher, but users feel it justifies the cost through its comprehensive features and performance benefits.

To learn more, read our detailed ServiceNow Cloud Observability vs. Splunk ITSI (IT Service Intelligence) Report (Updated: April 2025).

Buyer's Guide

ServiceNow Cloud Observability vs. Splunk ITSI (IT Service Intelligence)

April 2025

Download the complete report

Helped 846,617 peers since 2012

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

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

Splunk ITSI (IT Service Int...

Ranking in Application Performance Monitoring (APM) and Observability

10th

Average Rating

8.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

IT Alerting and Incident Management (4th)

Mindshare comparison

As of April 2025, in the Application Performance Monitoring (APM) and Observability category, the mindshare of ServiceNow Cloud Observability is 0.4%, up from 0.4% compared to the previous year. The mindshare of Splunk ITSI (IT Service Intelligence) is 0.7%, up from 0.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Application Performance Monitoring (APM) and Observability

Featured Reviews

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

Sunil K R

Senior Software Engineer at Wipro Limited

Helps improve our incident response time, and our mean time to resolve, but visibility is limited

In my previous project, I successfully led the end-to-end deployment of a Splunk migration. The process went smoothly thanks in part to Splunk's professional services team. They conducted a thorough assessment, identified all our potential pain points, and developed a tailored solution and migration plan. This comprehensive approach ensured a seamless transition. Our core deployment team consisted of 5 internal members and two specialists from Splunk. Additionally, the project included a project manager and a product owner. We also benefited from the expertise of two professional service consultants and two representatives from the customer's side. An on-site admin architect further provided valuable technical support. Throughout the deployment process, we leveraged support from various resources whenever necessary. This included assistance with configuration changes, deployments, and other related tasks. We also collaborated effectively with our teammates to ensure a smooth and successful implementation.

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

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

"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."

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

"The UI is very intuitive."

"The service analyzer view and automatic creation of incidents are valuable."

"Splunk ITSI offers a valuable visualization tree that allows us to map and analyze dependencies and co-dependency within our environment."

"One particularly useful feature of Splunk ITSI is the ability to create custom services."

"The most valuable features are the service analyzer and Glass Tables."

"I particularly appreciate two features of Splunk ITSI: data forwarding and the marketplace."

"Instant usability of gathered event metrics is available. We have metrics data from systems, and we can use that to instantly get system status and trends."

"The most valuable features are the agility, being able to ingest many data sources with no limitation on capacity."

"We save substantial time on monitoring tasks because we don't have to search for what we need. Everything is packed, so you can drill down to the end values by just doing the kit. We don't spend a lot of time on this. Splunk ITSI is easy to use and not time-consuming."

More Splunk ITSI (IT Service Intelligence) pros

Cons

"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 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."

"After upgrading Splunk ITSI from version 4.11 to 4.13, the analyzer stopped finding values for KPS and services."

"The UI could be updated. Some elements of the KPI section aren't where you'd expect. It looks like a website from 2010 or maybe older. You can't change some things, like if it doesn't word-wrap well. For example, if you have a long list of KPIs that exceed a character limit, you need to hover over them and wait for the HTML text to pop up to see which KPI it is."

"When configuring a dashboard, we can write search criteria. Based on the search criteria, the dashboard shows all the alerts, including the alert time, creation time, and a summary description of the alert. When you add an extra column, such as the user that triggered the alert, the next time he refreshes the dashboard, he wants to know that the alert is acknowledged. We want to improve that comment feature."

"Quality-of-life features have room for improvement."

"I believe the refresh time should be faster."

"The problem becomes the price, as Splunk is an expensive product."

"The dashboard function inside the individual episodes, not at the ITSI Notable Event Aggregation Policy level but actually at the correlation search layer, is an area where improvements are required."

"They should make it easier to use. Many people are new to it. It is hard and has a steep learning curve."

More Splunk ITSI (IT Service Intelligence) cons

Pricing and Cost Advice

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

"It is interesting. I am not involved that much lately, but if I recall correctly, you license primarily on the volume of data that you are using in Splunk ITSI, but there is no way Splunk can ever check if that is true, so that is interesting. We are not doing it, but someone can pretend to just use 10%, and it would be super cheap. It is tricky, but it is more tricky for Splunk than for us."

"The cost of the modules is a bit high for non-global companies, making it difficult for them to afford Splunk ITSI."

"The licensing is based on data usage."

"I know that it is expensive, but I do not think there is another solution that can do similar things for that price."

"It would have been good if the product cost was much lower."

"Splunk ITSI is expensive."

"Pricing was pretty good, and it is possible to just add on the features we want."

"Splunk is pretty expensive, but it gives you a decent insight into the data. It is easy to learn, and ITSI has a great interface. You can run those queries and pass the data. I"

More Splunk ITSI (IT Service Intelligence) pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which Application Performance Monitoring (APM) and Observability solutions are best for your needs.

See recommendations

846,617 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

19%

Computer Software Company

14%

Manufacturing Company

12%

Retailer

11%

Financial Services Firm

21%

Computer Software Company

14%

Government

11%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

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

What do you like most about Splunk ITSI (IT Service Intelligence)?

Our mean time to detect is down to five minutes.

See all answers

What is your experience regarding pricing and costs for Splunk ITSI (IT Service Intelligence)?

Splunk ITSI is expensive compared to other tools.

See all answers

What needs improvement with Splunk ITSI (IT Service Intelligence)?

Currently, Glass tables in ITSI only display metrics related to KPIs. I proposed adding an option to show metrics related to entities. This would eliminate the need for custom SPL to achieve this f...

See all answers

Comparisons

Grafana vs ServiceNow Cloud Observability

Compared 34% of the time

Datadog vs ServiceNow Cloud Observability

Compared 19% of the time

Helios vs ServiceNow Cloud Observability

Compared 19% of the time

Dynatrace vs ServiceNow Cloud Observability

Compared 17% of the time

New Relic vs ServiceNow Cloud Observability

Compared 10% of the time

More ServiceNow Cloud Observability Competitors

ServiceNow IT Operations Management vs Splunk ITSI (IT Service Intelligence)

Compared 17% of the time

Dynatrace vs Splunk ITSI (IT Service Intelligence)

Compared 13% of the time

Splunk Observability Cloud vs Splunk ITSI (IT Service Intelligence)

Compared 9% of the time

OpsRamp vs Splunk ITSI (IT Service Intelligence)

Compared 9% of the time

Elastic Observability vs Splunk ITSI (IT Service Intelligence)

Compared 9% of the time

More Splunk ITSI (IT Service Intelligence) Competitors

Product Reports

Buyer's Guide

ServiceNow Cloud Observability

March 2025

Download ServiceNow Cloud Observability product report

Buyer's Guide

Splunk ITSI (IT Service Intelligence)

March 2025

Splunk ITSI (IT Service Intelligence) report

Download Splunk ITSI (IT Service Intelligence) product report

Also Known As

LightStep

No data available

Overview

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

Splunk IT Service Intelligence (ITSI) is a powerful analytics-driven monitoring and analytics solution that provides real-time insights into the health and performance of IT services.

It enables organizations to proactively identify and resolve issues, optimize service delivery, and improve overall IT operations. With its advanced machine learning capabilities, ITSI automatically detects anomalies, predicts future events, and prioritizes alerts based on business impact.

The solution offers a centralized view of IT services, allowing users to visualize and analyze data from multiple sources in a single dashboard. ITSI also provides customizable KPIs, service-level agreements (SLAs), and key performance indicators (KPIs) to measure and track service performance.

With its intuitive interface and powerful analytics capabilities, Splunk ITSI empowers IT teams to deliver reliable and efficient services, ensuring maximum uptime and customer satisfaction.

Splunk

Sample Customers

InVision, Twilio, Lyft, Yext, DigitalOcean,

TransUnion, Cox Automotive, Carnival Cruises, Leidos, Econocom, National Ignition Factory, Entrust Datacard, Molina Healthcare, United States Census Bureau

Buyer's Guide

ServiceNow Cloud Observability vs. Splunk ITSI (IT Service Intelligence)

April 2025

Free Report: ServiceNow Cloud Observability vs. Splunk ITSI (IT Service Intelligence)

Find out what your peers are saying about ServiceNow Cloud Observability vs. Splunk ITSI (IT Service Intelligence) and other solutions. Updated: April 2025.

DOWNLOAD NOW

846,617 professionals have used our research since 2012.

See our ServiceNow Cloud Observability vs. Splunk ITSI (IT Service Intelligence) 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.