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The Enterprise Cloud

The ServiceNow Enterprise Cloud provides a single system of engagement to convert your unstructured data into structured work. From its inception, ServiceNow was designed as the cloud platform to get work done in the enterprise. When he created the platform in 2003, our founder Fred Luddy said his mission was to:

“Build a cloud‑based platform to enable regular people to create meaningful applications to route work through an enterprise.”

In light of the digitization of the enterprise, his idea has never been more relevant. The Enterprise Cloud is architected to be flexible enough to adapt to the varying needs of any department. Imagine a world where your enterprise can provide self‑service portals, automate the flow of legal documents, enable complex project management, help on‑board new employees for human resources, or coordinate employee travel. If a product or service can be automated, ServiceNow can enable that.

Enterprise Cloud: Creating a Connected Experience for Your Employees

Enterprise Cloud Creating a Connected Experience for Your Employees Enterprise Cloud: Creating a Connected Experience for Your Employees

Enterprise Cloud: Creating a Connected Experience for Your Employees

The Enterprise Cloud Architecture

ServiceNow Marketure Diagram

The Enterprise Cloud Architecture

The Enterprise Cloud: Powering the Evolution of Business

ServiceNow the Enterprise Cloud The Enterprise Cloud: Powering the Evolution of Business

The Enterprise Cloud: Powering the Evolution of Business

The Enterprise Cloud: Say Goodbye to Downtime

ServiceNow Real Availablity The Enterprise Cloud: Say Goodbye to Downtime

The Enterprise Cloud: Say Goodbye to Downtime

The Enterprise Cloud Experience with CAA and Juniper

ServiceNow Customer CAA CAA logo ServiceNow Customer Juniper Logo White The Enterprise Cloud Experience with CAA and Juniper

The Enterprise Cloud Experience with CAA and Juniper

Enterprise Cloud Security with Equinix and State of Washington

ServiceNow Customer Equinix Equinix logo ServiceNow Customer Washington Logo White Enterprise Cloud Security with Equinix and State of Washington

Enterprise Cloud Security with Equinix and State of Washington

Why Cloud Infrastructure Matters

Featuring a unique, multi‑instance architecture, the ServiceNow Enterprise Cloud delivers industry‑leading availability and redundancy. Highly secure features protect customer data and conform to the highest levels of compliance and regulation. The ServiceNow Enterprise Cloud can scale to the needs of the largest global enterprises.

Multi-Instance Architecture

The key difference for the Enterprise Cloud is an advanced architecture called, multi‑instance, giving every customer its own unique application logic and database. This means all customers are able to fully customize their cloud services without the need to combine their data with any other customer instance.

We deploy instances on a per‑customer basis, allowing the multi‑instance cloud to scale horizontally and infinitely.

Advanced High Availability allows us to move customer instances quickly out of harm’s way for routine maintenance and unexpected issues.

Customer‑driven upgrades mean that each individual customer can be upgraded on a schedule that fits the compliance requirements and needs of the enterprise.

ServiceNow Multi-Instance Architecture

Security and Compliance

The enterprise needs to know that their data is secure in the cloud. ServiceNow secures our cloud and your data using multiple technologies and levels of security that has been certified compliant by third‑party organizations.

Integrate with single sign‑on services using SAML 2.0 and secure your data using access controls by IP address, by user, by role, and using multi‑factor authentication.

Protect data at rest using field encryption or our unique Edge Encryption that allows you to maintain your own encryption keys on your network.

We deliver comprehensive geographical and industry compliance, including:

• ISO27001
• SSAE 16 SOC1 Type 2
• SSAE 16 SOC2 Type 2
• FDA Quality Management System based on ISO 9001
FedRAMP Moderate certification (for US government entities)
• InfoSec Registered Assessors Program (for Australian government entities)
• Multi‑Tiered Cloud Security Singapore Standard (for Singaporean government entities)

ServiceNow Security and Compliance

Global Infrastructure

Our Enterprise Cloud was designed for Global 2000 enterprises in terms of availability, location and scale. This includes 16 datacenter clusters in 8 regions to accommodate our customer’s physical location and data sovereignty issues.

At ServiceNow, operational excellence is our top priority including:

Utilization of Tier3+ datacenter sites built and designed for availability featuring the highest standards of reliable power, fire suppression, and physical security

Redundant devices and power across all network and server infrastructure

Secure infrastructure with redundant firewalls, intrusion detection systems (IDS), load balancers, and DDoS protection in every location

ServiceNow‑owned and operated equipment with all locations staffed by full‑time employees

ServiceNow Global Infrastructure

Availability

The Enterprise Cloud needs to be always operational for our customers. No vacations, no extended upgrade or maintenance windows, no single points of failure. It needs to always be operational.

We focus on near‑perfect availability with redundancy built at every layer of our cloud, including redundant devices and power across all network and server infrastructure.

There is no downtime necessary for upgrades.

We provide the industry’s only Real Availability Dashboard that shows availability from the customer perspective.

We deliver an industry‑leading minimal 6 hours of quarterly planned maintenance (but often not needed) and 2 hour Recovery Time Objective (RTO).

ServiceNow Availability

Performance and Scalability

The ServiceNow Enterprise Cloud scales to meet the needs of the largest Global 2000 enterprises. For individual customers our highly available multi‑instance architecture performs millions of transactions using a large and complex CMDB as the single‑system of record containing millions of configuration items (CIs).

Our Enterprise Cloud performs more than 8 billion customer database transactions monthly.

We have tens of thousands of customer instances operating globally in our datacenter clusters.

ServiceNow Performance and Scalability

Automation

What better way to operate our Enterprise Cloud than to use one instance of our own ServiceNow Platform. We deliver the same operational capabilities to our customers that we use in‑house at ServiceNow.

All customer instance provisioning is done with ServiceNow workflow.

All customer cloning, the copy of a customer instance to another for use as a test or development environment, is done with ServiceNow workflow.

Advanced High Availability deploys our own automation to quickly move customer instances between two datacenter clusters in every global geography.

Our operations teams follow ITILv3 and use ServiceNow Incident, Problem, Change, Knowledge and Notify applications extensively.

ServiceNow Automation