This document discusses ServiceNow's use of MariaDB as its database platform. It summarizes ServiceNow's evolution from a single-tenant to multi-tenant to multi-instance architecture, which provides dedicated databases for each customer. It highlights key metrics like supporting over 150 million users and 50,000 instances. It also notes benefits of MariaDB like its stability, support, and protection as an open source project.

1. Tim Yim
Director of Operations
Engineering

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Massive Scale with MariaDB
Tim Yim
ServiceNow – The Lightspeed Enterprise™
Cloud Infrastructure Architecture

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Quick Agenda
ServiceNow Cloud Infrastructure – Behind the Scenes
Why we chose MariaDB

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Global Infrastructure

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2nd GENERATION
Multi-Tenant with Many Pods
Hundreds of customers
on the same database
Failover AFailover A
1st GENERATION
Multi-Tenant
All customers
on the same database
FailoverFailover
3rd GENERATION
ServiceNow Multi-Instance
Dedicated database for every customer
(no sharing)
Primary
• 100% customers impacted
• Long maintenance windows
• Break/fix in place
• Scalability limits
• Group metrics only
• All customers in Pod impacted
• Long maintenance windows
• Break/fix in place
• Group metrics only
Primary Pod A
Primary Pod B Failover B
• Isolated customer impact
• Very short maintenance windows
• Failover during break/fix
• Unlimited scalability and quota
• Instance-specific metrics
Failover
B

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Multi-Instance Architecture

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Business Continuity and Disaster Recovery

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Automate Everything through your CMDB
CMDB
Cloud Automations
• Provisioning
• High Availability
• Cloning
• Retire
• Rename instance
Data Center
Operations
• Hardware additions
• Capacity
management
• Inventory
• Usage, Growth
• More …
Systems Engineering
• Monitoring
• Patching
• Planned
maintenance
• More..
Network Engineering
• Hardware additions
• Network operations
• VPN settings
• More …
Site Reliability
Engineering
• Live site support
• Disaster recovery
• Customer requests
• More..
All automations for our global cloud run
from a single ServiceNow instance
ServiceNow CMDB is the single source
of truth
Integration with multiple internal
devices, appliances, and services

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Automate Without Coding Using Natural Language

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Complex Automations – Power of Integration

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Service Lifecycle Management – Capacity

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Cloud
Management
Discovery
HRFacilities
Marketing
Legal
Finance
Change &
Release
Incident
Problem
Financial
Management
Risk
Audit
Agile
Development
&Test
Demand
Resource
Project
& Portfolio
Security
Incident
Response
Customer
Service Field
Services
Asset
Vulnerability
Response
Threat
Intelligence
Compliance
Orchestration
Service
Mapping
Event
Management
App
Portfolio
Vendor
ServiceNow
Platform
Workflow
Service
Catalog Knowledge
Base
Developer
Tools
Contextual
Collaboration
Single
Database
Service
Portal
Subscription
& Notification
Reports &
Dashboards
Service
Levels
Orchestration
Performance
Forecasting
Predictive
Modeling
Peer
Benchmarking
Anomaly
Detection
One Platform to automate all
services

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Why we chose MariaDB

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The Multi-Instance, Scalable Nonstop Cloud
MULTI-INSTANCE
99.996%
Higher than
availability
Data
Isolation
Version
Management
Visibility
and Control
SCALE
150 Million Active Users
50,000 ServiceNow Instances
supporting cloud services
10 Billion Transactions / month

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Stability with MariaDB TX
Started with On-Site Training
Enterprise Technical Support
Enterprise Architect
Sponsored Development
- Pushing the boundaries of MariaDB

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Secure Future with MariaDB
Source Code protected by Foundation
Community Focused
Principles of Conduct

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ServiceNow Database Numbers
84,876 Instances of MariaDB
176,686,129 InnoDB Tables
25 Billion Queries Per Hour
The Query Pattern Changes Every Hour

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Thank you!
Tim Yim
Cloud Infrastructure Architecture
ServiceNow
tim.yim@servicenow.com WORK AT LIGHTSPEED ™
IT HR Customer Service Security Operations Business Apps