Guide to Installing ServiceNow On-Premise

[Harneet Sital]

ServiceNow is primarily a cloud-based platform, but there are scenarios where an organization may opt for an on-premise installation. This could be due to regulatory, security, or customization reasons. Below is a comprehensive guide to help you navigate the installation process for ServiceNow on-premise.

1. Prerequisites

Before you begin the installation, ensure that you meet the following prerequisites:

• Hardware Requirements:

  • Servers: At least two servers, one for the application and one for the database.
  • CPU: Multi-core processors with high speed.
  • Memory: Minimum of 16 GB RAM for each server (more may be needed based on usage).
  • Storage: High-performance SSDs with enough capacity for both the application and database. Storage needs will vary depending on the size of your organization.
    
    

• Software Requirements:

  • Operating System: RHEL/CentOS or any other supported Linux distribution.
  • Database: MySQL (preferred), Oracle, or Microsoft SQL Server.
  • Java Runtime Environment (JRE): Version compatible with ServiceNow.
  • Web Server: Apache Tomcat or another supported web server.
  • Load Balancer: Required for production environments to distribute traffic.
  • Network: Ensure the network can handle the load and has proper security configurations.
    
    

• Licenses: Ensure that you have the necessary licenses for the ServiceNow platform, database, and any other software.
  
  

2. Preparing the Environment

• Step 1: Set Up Your Servers

  • Install the operating system on both the application and database servers.
  • Ensure all security patches and updates are applied.
  • Configure network settings, ensuring both servers can communicate with each other securely.
    
    

• Step 2: Install Database Server

  • Install MySQL, Oracle, or SQL Server on the database server.
  • Create the necessary databases and users for ServiceNow.
  • Ensure that the database server is properly secured and optimized for performance.
    
    

• Step 3: Install Web Server

  • Install Apache Tomcat or your chosen web server on the application server.
  • Configure the webserver to handle HTTPS connections and secure your installation.
    
    

3. Installing ServiceNow

• Step 1: Obtain the ServiceNow Installation Package

  • Contact ServiceNow support to obtain the on-premise installation package. This will typically include the binaries, configuration files, and documentation needed for the installation.

• Step 2: Install the Application

  • Unpack the installation package on the application server.
  • Follow the provided installation instructions to install the ServiceNow application.
  • During installation, you will configure the connection to your database server.
  • Ensure that all environment variables, such as JAVA_HOME, are set correctly.

• Step 3: Configure the Application

  • After installation, configure the necessary properties, such as the connection string to the database, email settings, and any integrations.
  • Customize the instance as per your organizational requirements.

• Step 4: Deploy Load Balancer (Optional)

  • If you're setting up a production environment, configure a load balancer to distribute traffic across multiple application servers.
  • Ensure that session persistence (sticky sessions) is configured to manage user sessions properly.
    
    

4. Securing the Installation

• Step 1: Apply Security Configurations

  • Implement SSL/TLS certificates for secure communication.
  • Configure firewall rules to limit access to the servers.
  • Set up a VPN or other secure connection methods if remote access is required.

• Step 2: Regular Security Audits

  • Regularly review and update security settings.
  • Conduct vulnerability scans and patch any security issues promptly.
    
    

5. Testing and Validation

• Step 1: Perform Functional Testing

  • Validate that all modules and features of ServiceNow are functioning correctly.
  • Test the performance and load capacity to ensure it meets your organization's needs.
    
    

• Step 2: Backup and Recovery Testing

  • Ensure that backup procedures are in place and working.
  • Test recovery from backup to ensure that you can restore operations in case of a failure.
    
    

6. Go-Live and Post-Installation

• Step 1: Monitor Performance

  • After going live, monitor the performance closely for any issues.
  • Set up monitoring tools to keep an eye on server load, application performance, and security logs.
    
    

• Step 2: Training and Documentation

  • Provide training to your IT team on managing and maintaining the on-premise ServiceNow instance.
  • Document all customizations and configurations for future reference.
    
    

• Step 3: Regular Maintenance

  • Schedule regular maintenance windows for updates and patching.
  • Keep the environment updated with the latest ServiceNow patches and versions.
    
    

Installing ServiceNow on-premise is a complex process, but with careful planning and execution, it can provide your organization with a better-regulated and secured instance. Ensure that you follow best practices for security, performance, and maintenance to keep your instance running smoothly.

Always consult with ServiceNow support or a certified partner if you encounter any issues during the installation process.

Additional Helpful Documents and FAQ's are available in the attachments

-Harneet Sital
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