Dynatrace and ServiceNow Owner Reconciliation

A significant operational challenge frequently arises in complex IT environments: the disconnect between real-time observability alerts and the ability to swiftly identify the responsible owner for remediation. When an observability platform like Dynatrace detects an anomaly – such as high CPU utilization or slow disk performance on a server – the immediate next step is to notify the team or individual accountable for that asset. However, in organizations where monitoring tool tagging is inconsistent, or where naming conventions differ between the observability platform and the Configuration Management Database (CMDB), this crucial step becomes a bottleneck. Reliability teams can find themselves "on an island," equipped with detailed performance data but unable to efficiently direct remediation efforts, leading to prolonged incident resolution times and potential impact on service availability [User Query]. This report addresses this specific challenge within an environment utilizing Dynatrace for observability and ServiceNow as the CMDB.