Dynatrace is an AI-powered observability platform that monitors applications, infrastructure, and user experience in real time. Its integration with ServiceNow transforms alerts into automated actions, connecting observability to ITOM and AIOps workflows—making IT operations more proactive and less dependent on manual intervention.
What is Dynatrace?
The Dynatrace platform adopts an all-in-one approach to monitoring and observability: it covers infrastructure, applications, and end-user experience under a single environment. Instead of fragmented tools, it brings together telemetry, logs, traces, and metrics into a single data layer.
The Davis® artificial intelligence engine detects anomalies, correlates cause and effect, and suggests or automates corrections. A single agent—OneAgent—collects data from multiple levels of the stack. Smartscape technology maps complex topologies in multicloud environments, showing how each component relates to the others. Distributed logs, metrics, and traces allow for root cause investigation of any degradation.
In summary: Dynatrace delivers visibility, intelligence, and automation to the digital ecosystem — and it is this foundation that makes integration with ServiceNow strategic.
Why is partnering with ServiceNow relevant?
Multicloud environments, containers, and microservices increase operational complexity. Monitoring is not enough—it's necessary to predict, automate, and resolve before the business is impacted.
ServiceNow is a service management and workflow automation (ITSM, ITOM, CMDB) platform with a consolidated presence in enterprise operations. Dynatrace provides the real-time observability layer. Together, the two platforms deliver a closed-loop IT operation: detect, trigger, remediate, and monitor the outcome—without manual intervention at each step.
A 4MATT, ServiceNow Elite Partner in Brazil and holder of the Technology Excellence Partner Award 2024–2025, it works on implementing this integration with a focus on ITOM, CMDB and data governance.
How does the integration work?
The integration flow between Dynatrace and ServiceNow follows five main steps:
- Discovery and mapping Dynatrace dynamically identifies components, services, hosts, containers, and dependencies via Smartscape.
- Synchronization with CMDB — Through the Service Graph Connector for Dynatrace, topology information is imported into the ServiceNow CMDB, keeping CIs updated in real time.
- Incident detection Dynatrace detects anomalies and degradations, sending events to the ServiceNow Event Management module.
- Workflow automation — In ServiceNow, incidents automatically trigger workflows for triage, remediation, resource allocation, or change creation.
- Continuous feedback Dynatrace monitors the outcome of the action and feeds the platform with new data to improve future automations.
The practical result: when a service degrades, Dynatrace generates an incident in ServiceNow with all affected CIs, root cause context, and impact on users and the business—without waiting for manual alerts.
Operational benefits
- Reduced downtime Proactive monitoring and automated workflows reduce the time between detection and resolution.
- IT team productivity Less time spent on manual investigations, more focus on innovation initiatives.
- Most reliable CMDB — Automatically synchronized topology data facilitates governance, auditing, and change planning.
- Preparation for AIOps The Dynatrace + ServiceNow combination forms the basis for autonomous IT operations, with less reliance on human intervention.
Points to consider during implementation.
Integration requires full OneAgent coverage across all relevant components. In highly complex environments, the volume of events can be significant—filtering and scaling are critical steps. Flow automation only works with mature processes: it's necessary to clearly define who responds to each type of event and within what time window.
Mapping CIs also requires care: identifying duplicates and maintaining data governance in the CMDB is essential for the integration to deliver sustainable value—and not just a high volume of alerts.
When should I implement Dynatrace + ServiceNow?
This combination makes more sense when the organization operates in a multi-cloud or hybrid environment, when incident investigation times are long with a high impact on the business, when there is an ambition to evolve to AIOps, or when it is necessary to connect application and infrastructure visibility directly to service processes.
For companies that already use the ServiceNow in Brazil, The partnership with Dynatrace represents a natural step towards autonomous IT operations.