ServiceNow Infrastructure

[srirao]

Hello Experts,

I am still learning ServiceNow and have been working on my developer for few months now.

I have few questions regarding the ServiceNow infrastructure and I am hopeful you experts will sure answer for me.

1) Will each ServiceNow instance be on a dedicated server (VM or physical)?

2) When I do stats.do on my dev instance, I see the following config.

What does this mean? My instance runs on a VM wiith 32 processors? Or does it mean the VM runs on a physical servers with Intel(R) Xeon(R) CPU E5-2630L v3 @ 1.80GHz process with 32 processors.

OS Configuration

Linux version 2.6.32-573.7.1.el6.x86_64 (mockbuild@c6b8.bsys.dev.centos.org) (gcc version 4.4.7 20120313 (Red Hat 4.4.7-16) (GCC) ) #1 SMP Tue Sep 22 22:00:00 UTC 2015

Load average: 1.61 1.55 1.48 8/8792 29477

Processor model: Intel(R) Xeon(R) CPU E5-2630L v3 @ 1.80GHz

Processors: 32

Processor bogomips: 3599.48

3) In a real life production environment, can a customer ask for specific server configuration and computing resources?

4) I have been working with my developer instance for few months and never (not a single time) experienced an outage or performance issues. In a real production environment does ServiceNow assure a level of availability let us say 99.99999% or even 100% through an SLA?

5) How does ServiceNow provide capacity to its customers i.e. do they set a limit in terms of no. of tickets that can be logged per year or no. of tickets/records to be active in the system? Do they scale the resources automatically as a customer's data grows?

6) What options does ServiceNow have for archiving? For example if I want to archive (not delete) the data which is older 3 years, however the data older 3 years should be available ondemand or on another system - is that possible.

Thanks

PS: Points Assured

[sergiu_panaite]

Hi there,

Here are answers to your questions from my point of view:

1) Will each ServiceNow instance be on a dedicated server (VM or physical)?

[Sergiu] ServiceNow instances are on shared hardware but not using VM.

2) When I do stats.do on my dev instance, I see the following config.

What does this mean? My instance runs on a VM wiith 32 processors? Or does it mean the VM runs on a physical servers with Intel(R) Xeon(R) CPU E5-2630L v3 @ 1.80GHz process with 32 processors.

OS Configuration

Linux version 2.6.32-573.7.1.el6.x86_64 (mockbuild@c6b8.bsys.dev.centos.org) (gcc version 4.4.7 20120313 (Red Hat 4.4.7-16) (GCC) ) #1 SMP Tue Sep 22 22:00:00 UTC 2015

Load average: 1.61 1.55 1.48 8/8792 29477

Processor model: Intel(R) Xeon(R) CPU E5-2630L v3 @ 1.80GHz

Processors: 32

Processor bogomips: 3599.48

[Sergiu] That's the server architecture, but as mentioned on point it's a shared hardware.

3) In a real life production environment, can a customer ask for specific server configuration and computing resources?

[Sergiu] That's more of a sales question and I don't know the answer.

4) I have been working with my developer instance for few months and never (not a single time) experienced an outage or performance issues. In a real production environment does ServiceNow assure a level of availability let us say 99.99999% or even 100% through an SLA?

[Sergiu]   I think SLA is 99.99% but I am not sure 100%.

5) How does ServiceNow provide capacity to its customers i.e. do they set a limit in terms of no. of tickets that can be logged per year or no. of tickets/records to be active in the system? Do they scale the resources automatically as a customer's data grows?

[Sergiu]   That's more of a sales question and I don't know the answer.

6) What options does ServiceNow have for archiving? For example if I want to archive (not delete) the data which is older 3 years, however the data older 3 years should be available ondemand or on another system - is that possible.

[Sergiu] Customers can activate the Data Archiving plugin for this:

Archiving Data - ServiceNow Wiki

Regards,

[srirao]

Thanks Serigu sergiu.panaite   for your response.

Can you please elaborate on the following?

1) Will each ServiceNow instance be on a dedicated server (VM or physical)?

[Sergiu] ServiceNow instances are on shared hardware but not using VM.

Load average: 1.61 1.55 1.48 8/8792 29477

Processor model: Intel(R) Xeon(R) CPU E5-2630L v3 @ 1.80GHz

Processors: 32

[Sergiu] That's the server architecture, but as mentioned on point it's a shared hardware.

So, is it safe to assume that my personal instance along with several other instances is hosted on a physical server which runs on Intel(R) Xeon(R) CPU E5-2630L v3 @ 1.80GHz with 32 processors? And there is no virtualization involved in the whole thing?

3) In a real life production environment, can a customer ask for specific server configuration and computing resources?

[Sergiu] That's more of a sales question and I don't know the answer.

5) How does ServiceNow provide capacity to its customers i.e. do they set a limit in terms of no. of tickets that can be logged per year or no. of tickets/records to be active in the system? Do they scale the resources automatically as a customer's data grows?

[Sergiu]   That's more of a sales question and I don't know the answer.

Does this mean the capacity and configuration are negotiable?

Other experts, pradeepksharma abhi_r ctomasi your comments please.

[sergiu_panaite]

1) Yes, that is the server hardware architecture. There is no need of virtualization as each application node runs Java code under a JVM (but this is valid more or less for every Java application, not necessary ServiceNow related).

3), 5) I believe so, but you will need to talk to someone from Sales to get a confirmation on it.

Regards,

[Chuck Tomasi]

I haven't kept up with the data center operations as well as I should have to speak with any authority on this matter. I'll have to defer to someone else who knows more.