Instance scalability - high volume of events and thousands of users
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‎06-29-2022 11:09 PM
Ahoy,
I'd like to ask/search for someone who managed to has the instance's performance (available memory, number of processing nodes, etc.) upscaled. Our instance is suffering from low resources. The instance's performance is - judging by the performance dashboard - not meeting our expectations approx 85% of the day.
Some numbers:
we have up to ~3k users active daily
we process 6 - 10 M of events a day
we are hosting 116 scoped apps and utilizing a handful of global plugins (ITSM, ITOM, HR, ...)
Some examples of delay:
During peak hours, incoming email event takes 2-3 hours to process (this is crazy, customer asks us for action and we receive the email with 3h delay and then we act???)
Wording from support: instance is not in trouble as the events are being processed
- well yes, they are, but hours after they are created
Any idea how to force ServiceNow to grant us more Hardware? I am afraid otherwise we will have to declare ServiceNow is not fit for purpose and we'd have to move some of out solutions outside the platform.
We have already involved Now Support multiple times and performed multiple refactoring (costing us 100ks of $) with little to no effect.
Thank you
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Platform and Cloud Security

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‎07-02-2022 01:21 PM
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‎07-04-2022 11:46 PM
Ahoy, thank you, the cases itself did not cost us $, the (multiple rounds of) refactoring did. Can you please ellaborate a little the recommendation of HW upgrade based on the performance case? Do you have any experience with such a case from the past please?

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‎07-02-2022 07:21 PM
Hi,
If the problem is just with email, can it be the smtp server. Check the smtp queue length and time in queue.
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‎07-04-2022 11:40 PM
Ahoy, thank you but unfortunately its problem with all events not just email processing