ServiceNow Cloud Architecture

Learning Objectives:
 The ServiceNow instance model
 ServiceNow Single-Tenant
 Multi-Tenant / Single-Tenant debate

Multi-Instance Architecture
A multi-instance architecture gives every customer its own unique database, which means that
it is impossible for your data to be commingled with any other customer. The multi-instance
architecture is not built on large centralized database software and infrastructure. Instead, we
deploy instances on a per-customer basis, allowing the multi-instance cloud to scale
horizontally and infinitely. For our multi-instance cloud, we deploy separate application logic
(Apache Tomcat Java Virtual Machines) and database processes (MySQL) for every customer.

Each customer instance is a unique software stack and this means that, unlike some competing
platforms, there is no 70-page document of restrictions and limitations. Your instances in our
cloud are for your enterprise and your business needs. With this architecture and deployment
model comes a wealth of benefits; true data isolation, advanced high availability and customer-
driven upgrade schedules.

Single-Tenancy
Single-tenancy is an architecture in which a single instance of a software application and
supporting infrastructure serves one customer. In the software-as-a-service (SaaS) delivery
model, a customer is called a tenant.

In a single-tenancy architecture, the tenant purchases their own copy of the software and the
software can be customized to meet the specific and needs of that customer. Single-tenancy
can be contrasted with multi-tenancy, an architecture in which a single instance of a software
application serves multiple customers.

Multi-Tenant / Single-Tenant debate

In the field, you will run into individuals that lean towards one architecture or another. This
section provides a list of pros and cons for each.

The multi-tenancy PROS:

 It’s your cost effective cloud as you use shared infrastructure and resources.
 Less time and resources are required to update or upgrade a large number of users at a
given instance.
 It can scale up to support consumer demands and size.
 The cloud provider maintains one shared cloud for all users.
 The users in the multi-tenant environment are always on the latest version of the cloud
software.

The multi-tenancy CONS:

 It’s a Dominoes effect! Any action that affects the multi-tenant database affects all
shared customers.
 It’s a security hazard as your data is commingled. One breach and everyone can get
mauled.
 Customized use of the cloud in a multi-tenancy environment is not possible- very much
like a tenant who doesn’t have his own say on where to place a wall cabinet!
 Interrupted Service availability- Multi-tenant architectures rely on large and complex
databases that require maintenance on a regular basis.
 With multi-tenancy investment needs to be made into application code preventing
exposure of data from one client to another.

The multi-instance PROS:

 True data isolation as there is no commingling of data. Customers are not bunched
together on shared databases and infrastructure.
  The multi-instance environment is secure, stronger and allows for tighter performance
SLAs.
 The multi-instance architecture allows for greater flexibility and control of configuration,
customization, updates and upgrades
 There is less risk of harmful attacks that can impact performance, reliability, or data
security
 The architecture is simple- easy to deploy, scale and manage in keeping with customer
needs.
 It’s a cost effective platform as investments are made into the creation and
management of multiple application instances.

The multi-instance CONS:

 It’s harder to install functionality or feature on one instance and then deploy it on all
instances.
 There is a cost involved with the tooling to create and configure the environment such
as databases and web application instances.

Resources
 https://servicematters.servicenow.com/2016/02/01/why-cloud-architecture-matters-
the-multi-instance-advantage-over-multi-tenant/
 http://www.alcortech.com/the-winner-in-the-cloud-architecture-debate-of-multi-
tenant-and-multi-instance/