What if ServiceNow crashes?

[phenkry]

Hi,

what kind of backup solutions and strategies do you have in place, for if ServiceNow crashes/goes down?

For example a full-scale ITSM platform, with 24/7 Service Desk,  using incident, problem, change, knowledge etc.

Size around 8,000 fulfillers supporting 500,000 end users. And suddenly the PROD system goes down and is unavailable for an hour.

I'll be very interested to hear your feedback, thx! /Parker

PS. please let me now if this post should have had another value in "Choose a Board", I find that extremely confusing)

[Jeff Currier]

The ServiceNow Advanced High Availability (AHA) architecture provides two active data centers running a single production instance so the second and run in case the first would have an issue.  More details at Servicenow.com/trust

[Mitchell Rose]

OwnBackup offers a backup and restore solution which covers cases of data loss and data corruption. More here:

https://www.ownbackup.com/

[phenkry]

Thanks for your replies, although they seem to be about Data Security and Data Backup, respectively (or am I missing something?) I'm looking for solutions about how to keep Service Desk and all others in the support organization up and running if ServiceNow goes down. thx /Parker

[Jeff Currier]

The ServiceNow architecture allows for the instance to crash in one data center while allowing the other data center to serve your users without them noticing the difference.  Now if network connectivity between your users and the active ServiceNow data center is interrupted, then it will appear that the ServiceNow instance is down for your users.  Depending on the nature of the network outage this may mean that some or none of your applications will be operational, thus increasing the need for your ServiceDesk.  During this time, any inbound emails to create or update SerivceNow incidents would be queued.  If your phones are working, agents would need to utilize paper to record the issue and contact information until your network connectivity is restored.  This is similar to the procedures you might utilize during any scheduled ServiceNow downtime or your own maintenance.  Any self-service capabilities would be unavailable to those users affected by the network outage.  We have seen some organizations move their users to other offices or home offices during these situations.