ServiceNow is evolving its cloud infrastructure to support the next generation of digital workflows—designed for greater scalability, resilience, security, and innovation.
As part of this evolution, ServiceNow is expanding partnerships with leading hyperscalers—including Amazon Web Services (AWS), Google Cloud, and Microsoft Azure—and continuing to operate select ServiceNow data centers. This hybrid approach combines the strength of the ServiceNow platform with hyperscaler-scale infrastructure, enabling customers to benefit from global reach, enterprise-grade reliability, and faster access to innovation.
The demands on digital platforms continue to grow—driven by AI, data-intensive workflows, global scale, and increasing expectations for performance and resilience. To meet these needs, ServiceNow is modernizing how and where our platform runs.
This evolution allows ServiceNow to:
- Support global scale and performance using hyperscaler-grade infrastructure
- Accelerate delivery of AI-powered, data-driven workflows
- Provide flexibility in deployment models to support a range of customer cloud strategies
- Maintain a consistent ServiceNow platform experience across hosting environments
Our focus is on ensuring the platform continues to meet customers where they are today—while being ready for what’s next.
ServiceNow’s approach to cloud evolution is designed to be deliberate, secure, and customer-centric.
- No immediate action is required. This is part of our long-term platform strategy.
- Security, compliance, and resilience remain foundational. Our teams apply rigorous standards and due diligence across all hosting environments.
- Transitions are planned and collaborative. Any future changes are approached thoughtfully and aligned with customer needs.
- Clear communication and transparency. Customers will have visibility into what applies to them and when, with ample time to plan.
ServiceNow supports multiple hosting approaches to align with customers’ broader cloud strategies. Work with your Account Team to arrive at the right option for your business.
For customers with existing hyperscaler commitments or strategies, ServiceNow’s partnerships may offer opportunities such as:
- Leveraging existing hyperscaler committed spend
- Accessing cloud marketplaces, where available
- Enhanced scalability, redundancy, and global performance
- Opportunities for joint innovation, including access to hyperscaler-native AI and analytics capabilities
ServiceNow works collaboratively with customers to determine whether these options align with their objectives.
For customers who prefer a ServiceNow-operated approach, we continue to operate select environments and provide a straightforward, ServiceNow-led path designed to ensure continuity of service and a consistent platform experience.
ServiceNow’s platform is designed around one data model, one platform, and workflow-driven intelligence across the enterprise. Our cloud strategy enables us to:
- Scale AI-powered experiences globally
- Support multiple AI models and data sources
- Deliver enterprise-grade security, governance, and performance
- Continue innovating without disrupting existing workflows
This foundation allows customers to adopt new capabilities with confidence.
Our goal is to make the evolution of our cloud infrastructure predictable, secure, and beneficial—while continuing to protect customer data and deliver the reliability and performance expected from ServiceNow.
We believe this approach positions our customers to take advantage of ongoing innovation, today and into the future.
ServiceNow is evolving its hosting infrastructure to ensure long-term scalability, performance, and innovation. ServiceNow has partnered with the leading hyperscalers environments along with select colocation facilities around the globe to curate a purpose-built cloud for our customers that allows flexibility on where customers can host their ServiceNow instances.
Some ServiceNow-operated cloud data centers will be sunset by the end of 2028. Customers with instances hosted in impacted locations are receiving early notice so they have ample time to plan. This is a planned, multi-year transition, not an immediate change.
The instances hosted in an impacted Data Center Region, are listed in the header of the notification you received. The hosting location of your instances is indicated in your executed order forms and in the Instance Details tab (Data Center field) on your support portal. Your ServiceNow Admin should be able to assist getting this information from your support portal if you do not have access.
If you are unable to locate your order form and cannot access the support portal, you should contact your Account Team to be provided with a copy of your order form. If you aren’t sure how to contact your Account Team, you can contact us here: hosting-questions@servicenow.com
No. No immediate action is required.
This communication is early notice to support thoughtful planning. ServiceNow will contact you as part of your renewal cycle and/or in writing before any instance is moved.
No. Customers remain in control of where and when they transition.
If you prefer not to move to a hyperscaler, ServiceNow will offer the option to transition to a select ServiceNow-operated data center in the U.S., Germany, Switzerland, or Southeast Asia.
Any transition would be planned thoughtfully and in partnership with you. Specifically, it would be:
- Planned collaboratively with your ServiceNow Account Team
- Aligned to renewal events or other mutually agreed timelines
- Communicated well in advance, with clear milestones and expectations
- Governed by updated terms and conditions, which would be shared prior to any move
Yes, but it is minimal.
Typical planned downtime is comparable to a standard maintenance activity (approximately 30 minutes per instance), and it will be scheduled to minimize business impact.
Yes.
ServiceNow’s technical teams have completed extensive due diligence to ensure:
- Data integrity is maintained
- Security and compliance standards are met or exceeded
- Reliability and performance remain consistent with current expectations
Depending on your existing cloud strategy, optional benefits may include:
- The ability to leverage your own existing hyperscaler committed spend
- Transacting through hyperscaler marketplaces, where applicable
- Opportunities for co-innovation, enhanced scaling, and access to hyperscaler-native capabilities
ServiceNow manages the transition end-to-end, including planning, execution, and communication. Our goal is to make this process smooth, predictable, and beneficial, while continuing to deliver the reliability customers expect.
For direct internal-use purchases where ServiceNow determines your pricing, ServiceNow subscription unit pricing is equivalent whether your products are hosted in a ServiceNow or hyperscaler data center. As a customer who also had their own relationships and potential spend commitment with one of the hyperscaler partners, you have the added benefit of being able to consume your hyperscaler committed spend with ServiceNow products when purchased via a marketplace. If you purchase through a ServiceNow Partner, the Partner will continue to independently determine your pricing.
- Commercial or planning questions: Your Account Team
- Technical or architectural questions: Your Solution Consultant
If you aren’t sure how to contact your Account Team, please reach out to hosting-questions@servicenow.com