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ServiceNow Announces Lightstep Incident Response for More Efficient Incident Resolution
by Shelly Kramer | March 14, 2022

The News: ServiceNow announced Lightstep Incident Response, a new application to help developers more effectively manage incident responses. The application will reduce downtime by automatically providing developers and site reliability engineers (SREs) with the context they need to handle incidents, from software bugs to downed networks, faster, and easier. Read the full Press Release here.

ServiceNow Announces Lightstep Incident Response for More Efficient Incident Resolution

Analyst Take: ServiceNow acquired Lightstep last year to help the company tap into the observability market with the goal of combining automation and observability and application monitoring software. The Lightstep Incident Response application does just that. It will help organizations move beyond observability and will empower developers and SREs with real-time insights on actions to take. Lightstep is also helping ServiceNow achieve its overall goal of becoming an end-to-end platform for app development organizations.

Lightstep Incident Response Breakdown

What I find exciting about Lightstep Incident Response is that it will help DevOps teams find the root cause of incidents — from small software bugs to larger downed networks — at much faster rates than before, and that’s very much needed. In addition, the application is now accessible via a cloud platform and will coordinate on-call rotations with specific tags to identify who needs to be notified based on the nature of the incident. Time is of the essence in these instances, and team members will be invited to a channel based on prebuilt collaboration integrations which will help facilitate speedy remediation. Also compelling is the fact that as teams learn more about the problems that occur most commonly, they can create automated processes to self-triage and mitigate the involvement of team members.

Integrations with the Lightstep Incident Response application include LogicMonitor, Postman, Slack, Sumo Logic, Zoom and many more — likely anything that is included in the common tech stack. The application also integrates with the Now Platform, allowing ServiceNow customers to handle incidents in one platform while also connecting incident response to core operations. This capability gives ServiceNow customers exactly what they need to maintain the customer experiences that they are trying to deliver.

Furthering ServiceNow’s Overall Strategy

The Lightstep Incident Response application is the first big move to come out of ServiceNow’s acquisition of Lightstep. It has already been well received by customers and I’m sure it will quickly become a key offering. The application will continue the evolution of the Now Platform to meet the needs of enterprise IT teams as they deal with the workplace of the future. It’s clear that ServiceNow continues to make moves that will advance their strategy of changing the way people work — and those moves are working.

Disclosure: Futurum Research is a research and advisory firm that engages or has engaged in research, analysis, and advisory services with many technology companies, including those mentioned in this article. The author does not hold any equity positions with any company mentioned in this article.

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About the Author

Shelly Kramer is a Principal Analyst and Founding Partner at Futurum Research. A serial entrepreneur with a technology centric focus, she has worked alongside some of the world’s largest brands to embrace disruption and spur innovation, understand and address the realities of the connected customer, and help navigate the process of digital transformation. She brings 20 years' experience as a brand strategist to her work at Futurum, and has deep experience helping global companies with marketing challenges, GTM strategies, messaging development, and driving strategy and digital transformation for B2B brands across multiple verticals. Shelly's coverage areas include Collaboration/CX/SaaS, platforms, ESG, and Cybersecurity, as well as topics and trends related to the Future of Work, the transformation of the workplace and how people and technology are driving that transformation. A transplanted New Yorker, she has learned to love life in the Midwest, and has firsthand experience that some of the most innovative minds and most successful companies in the world also happen to live in “flyover country.”