When Dynatrace and ServiceNow announced a deeper partnership, the headlines focused on tighter integration between observability and workflows. But now Dynatrace is offering a clearer idea of what the relationship looks like in practice – and why it believes it fundamentally changes how ServiceNow customers run IT operations.
According to Jay Snyder, SVP of partners & alliances at Dynatrace, the relationship has moved well beyond traditional integrations that simply move data between systems.
“It evolved from just a simple integration, which is what we had previously, where we just worked APIs talking to APIs, to a true platform-to-platform collaboration. We’re now aligning at the architectural level,” explained Snyder.
So rather than treating observability as an external input into ServiceNow, Dynatrace is positioning its platform as an intelligence layer that continuously feeds ServiceNow workflows with AI-driven insights.
Moving Past Alert Noise
For many ServiceNow customers, one of the longstanding challenges has been turning monitoring alerts into meaningful action. Snyder said the expanded Dynatrace integration is designed to address that gap directly.
“This isn’t just exchanging data,” he said. “This is passing alerts and tickets between systems and going to the whole next level.”
Dynatrace’s Davis AI engine analyzes telemetry across infrastructure, applications, and digital services to determine causality, not just correlation. That intelligence is then pushed into ServiceNow to automatically create, prioritize, and route incidents based on business impact.
Just as importantly, the relationship works in the opposite direction, said Snyder. “With ServiceNow digital workflows, you can trigger automatically, autonomously, Dynatrace for remediation or optimization,” he said.
The result is a closed-loop operational model in which insight and action are continuously connected.
“You now have a closed-loop process around the entirety of it,” said Snyder. “By the time the human comes in the loop, things are resolved.”
From Reactive to Predictive Operations
The exec pointed out that the goal is not simply faster response times, but a shift toward predictive and autonomous operations – an ambition shared by many ServiceNow customers.
“This is everything from reducing mean time to resolution to improving reliability. There’s not a human in the loop to go do the things that used to take minutes, days or weeks,” he said.
The idea is that by combining Dynatrace’s AI-driven observability with ServiceNow’s workflow automation, organizations can move away from reactive models – even fast-reactive ones – toward environments that identify and resolve issues before they impact users.
Snyder described this as increasingly essential in hybrid and multi-cloud environments, where manual processes struggle to scale.
“It’s absolutely credible,” he said. “It’s not just an integration. It’s a completely unified approach to intelligent operations.”
Why This Matters for ServiceNow Customers
For ServiceNow customers, the deeper relationship means observability becomes a native part of operational decision-making rather than a separate domain owned by monitoring teams.
Instead of flooding ServiceNow with raw alerts, Dynatrace provides contextual intelligence – what failed, why it failed, and what action should be taken – enabling workflows to operate with greater autonomy.
Snyder noted that this is particularly valuable as enterprises face ongoing skills shortages. “There’s just not enough people with the skills to manage this level of complexity manually. That’s why AI-driven automation is no longer optional.”
A Growing Opportunity for the ServiceNow Ecosystem
The expanded Dynatrace relationship is also shaping how ServiceNow partners approach operations-focused services. Snyder said partners are increasingly building dedicated practices around the combined platforms.
“It’s probably the number one thing we’re seeing the ecosystem jump on,” he said.
Some partners are positioning these offerings as “intelligent operations” practices, reflecting the move toward AI-driven, automated IT environments. For ServiceNow-focused partners, the opportunity lies in designing and optimizing workflows that span observability, incident management, and remediation.
“One or two of our partners are calling those practices intelligent operations,” said Snyder, “because you’re creating an AI-driven intelligent operation that doesn’t have a human in the loop.”
Final Thoughts
Dynatrace views the ServiceNow relationship as an ongoing co-innovation effort rather than a static integration. As enterprises push further toward autonomous operations, the connection between observability platforms and workflow engines is expected to deepen.
Snyder said growing complexity across IT environments makes this type of platform-level collaboration unavoidable.
“The market, the industry – it’s highly complex. It’s very dynamic,” he said.
For ServiceNow customers, Dynatrace argues that the future of IT operations lies not in reacting faster, but in designing systems that increasingly resolve issues on their own. Snyder noted: “It’s not just about reacting faster. It’s about not having to react at all.”