AI-powered observability platform provider Dynatrace is collaborating with digital workflow vendor ServiceNow through a multi-year strategic collaboration to advance autonomous IT operations and scale intelligent automation for joint enterprise customers. As enterprises increasingly invest in agentic AI to drive operational efficiency, Dynatrace and ServiceNow are aligning solutions to enable more proactive and intelligent operations. Dynatrace brings advanced deterministic and agentic AI for proactive root cause analysis, prediction, and automated remediation across cloud and AI-native environments. ServiceNow complements this with powerful AI agents and AIOps capabilities to streamline and automate IT service and operations management. Dynatrace will deploy ServiceNow for Enterprise Service Management, HR Service Delivery, and Asset Management. ServiceNow will leverage Dynatrace’s observability platform to support its digital operations. The companies will use insights from their deployments to inform ongoing enhancements to integrations and the overall customer experience, to deliver faster implementation and impact for customers.
“Autonomous IT is the future, and our collaboration with Dynatrace is about accelerating Zero Outage outcomes for enterprises today,” said Rahul Tripathi, group vice president and general manager, ITSM and ITOM at ServiceNow. “By bringing together real-time, AI-powered observability from Dynatrace with ServiceNow’s AI-powered IT Service & Operations Management, we’re empowering IT teams to move beyond traditional operations into a new era of proactive systems that continuously learn, adapt, and self-heal at scale.”
“Most have jumped into the AI bandwagon but few have realized value,” Tripathi stated. “We learn from customers who started with simple GenAI use cases and are now hitting escape velocity. Amit Zavery will share one such example with the City of Raleigh Municipal Government.
As far as when to use GenAI vs. Agentic vs. Automation goes, Tripathi said that it’s the value that counts, not the underlying technology.
“A good platform has all and offers customers prescriptive value,” he said. “An effective conversational user experience with solid Agentic back end and automation will do the trick.”
“Dynatrace and ServiceNow are partnering to turn real-time observability into trustworthy, autonomous action across the software delivery lifecycle,” said Steve Tack, chief product officer at Dynatrace. “We help customers anticipate issues, coordinate remediation, and continuously optimize services by combining deterministic and agentic AI, bringing them closer to autonomous prevention, remediation, and optimization at enterprise scale.”
Dynatrace difference makes reference to the DynaTrace Difference, meaning AI-powered observability, at scale.
“Dynatrace delivers comprehensive digital experience monitoring (real user monitoring, session replay, and synthetic monitoring) through our AI-powered observability platform that automatically discovers, maps, and monitors every component of your digital ecosystem,” said Carry Hawes, a DynaTrace Product Marketing Director. Hawes said that it enabled the following key capabilities. First was real-time user session analysis, where the user could track every user interaction across web, mobile, and API endpoints with real user monitoring, session replay, and AI-powered anomaly detection, so they could understand not just what happened, but why it happened and what to do about it.”
Hawes said that a second key feature was automatic root cause analysis.
“Our Davis AI engine analyzes billions of dependencies in real time, automatically identifying the precise root cause of performance issues before they escalate into business-impacting outages,” she stated.
Third was proactive experience optimization. “Move beyond reactive monitoring to predictive insights,” she stated. “Dynatrace identifies experience degradation patterns, monitors around the clock with synthetics, and recommends optimizations before users feel the effects.
The final feature was a unified data model. “Break down silos between infrastructure, applications, and user experience data,” Hawes said. “Our unified approach means faster resolution times and clearer business impact visibility.
Organizations using Dynatrace for digital experience monitoring reported seeing:
90% reduction in mean time to resolution;
60% fewer customer irritants; and the key,
65% reduction in customer churn.