This is an Introduction PDF of Servicenow

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ServiceNow - ITSM Platform
Prakash Agrawal
Training Consultant, ServiceNow

2. Agenda
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 Introduction
 Overview
 Architecture
 Features & Key Benefits
 Backup & Recovery
 Modules
 ServiceNow Users & Licensing Model
 Plugins
 Tables & Columns

3. Introduction
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• ServiceNow is a leading provider of cloud-based services that automate
enterprise IT operations. We focus on transforming enterprise IT by automating
and standardizing business processes, transforming IT's relationship to its
customers, and consolidating IT across the global enterprise.
• ServiceNow is an on demand IT Service Management Solution platform
founded in 2003 by Fred Luddy, former CEO of Peregrine Systems and Remedy
Corporation.
• Headquartered in Santa Clara, CA with offices throughout the US, EMEA, Asia,
Australia, India and customers in more than 48 countries.
• Supports more than 7400+ global enterprise customers including Fortune 1000
and Global 2000 companies.
• One of the fastest growing software companies with more than triple digit
revenue growth.

4. Overview
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 Web2.0 fast, flexible, affordable, simple & consistent.
 SaaS (Software as a Service), provides remote access to ITSM through a web
based interface.
 ITIL (IT Infrastructure Library), provides the framework for IT services.
 PaaS (Platform as a Service), allowing to build applications without
maintaining infrastructure.
 IT 3.0 – IT for people.
 SNOW is having a java based platform using tomcat web server running on
Linux machine.

5. Architecture
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User
Interface
ServiceNow
Datacenter
ServiceNow
Firewall
Customer
Firewall

6. Features & Key Benefits
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Proven 99.8%
availability
Automatic Upgrades
Geographically
separated DR
 HTTPS / SSL / TLS
 Role based security
 Contextual security
 Password, data encryption
 Data center physical
security
 VPN tunneling
Architected for large
enterprises
Proven massive
scalability
Dedicated database
and Application set
Tightly integrated
Availability Scalability Security

7. New Availability Standards
Proven 99.8% availability with automatic upgrades and geographically separated DR
Average
Uptime %
99.995% 99.500%* 99.950%* 99.980% 99.960% 99.000%* 99.900%*
Quarterly Planned
Maintenance
6 hours 68 hours 6.5 hours 68 hours 10 hours 65 hours 39 hours
Total
Availability %
99.800% 96.400% 99.652% 96.866% 99.502% 96.024% 98.114%
Global
Data Centers
Total: 16
Paired: 8
Total: 5
Paired: 2
Total: 4
Paired: 1
Total: 4
Paired: 2
Total: 4
Paired: 1
Total: 3
Paired: 0
Total: 3
Paired: 0

8. Backup and Recovery
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▶ 7 Daily - preserved for one week
▶ 1 weekly – preserved for one month
▶ Include data from all customer instances (Primary and
secondary, Production and Non Production instances)
▶ Entire DB server backed up every night
Backup
▶ Restoration from backup is last resort especially in
Production.
▶ While restore, Production is unavailable.
▶ For some customers, restoration can be longer and can take
hours causing downtimes.
Restoration

9. Modules
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Service Desk
Incident
Management
Problem
Management
Catalog
Employee
Self
Service
Change
Management
Configuration
Management
Service Level
Management
Scheduled
Maintenance
Request
Management
Asset Contract
Management
Knowledge Management
CMDB
Integration
Discovery Reporting Analytics

10. ServiceNow Users & Licensing Model
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Employees
IT Support
Staff
Administrators Implementers
Developers
Out of box users -> Admin, ITIL and
Employee
Fulfiller – Can access all functionality
based on assigned roles.
Approver – Can perform all requester
actions.
Requester – Can submit requests
(typically vis ESS)
Note: Users having at least one role are
counted as Licensed users in
ServiceNow.

11. System Plugins
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▶ Admins can activate any published Plugins.
▶ System Definition -> Plugin -> Right click – activate / upgrade
▶ Plugins activated by default on newly created instances.
▶ Also, can be activated by request to HI portal.

12. Key Tables
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Some key tables in ServiceNow
core_company sys_user_has_role
cmn_location sys_user_role
sys_user cmdb_ci
sys_user_has_role task
sys_user_group problem
incident contract_sla
change_request task_sla
sys_choice sys_event
System tables start with sys_*
User defined tables -> starts with u_*

13. Questions
And answers
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14. Thank you
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