Solution Overview Template

Updated: Mar 2022

Asset Number: 0002510

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the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
Table of Contents
Introduction.........................................................................................................................................2

Platform................................................................................................................................................3

Logical Overview...........................................................................................................................................3

Instances.......................................................................................................................................................4

Security.........................................................................................................................................................4

Single Sign On (SSO)......................................................................................................................................4

IP Address Access Controls...........................................................................................................................4

VPN............................................................................................................................................................... 5

Mid Server....................................................................................................................................................5

Integrations..........................................................................................................................................7

Data Consumption........................................................................................................................................7

Data Out........................................................................................................................................................7

Bi-directional/One Way Integrations...........................................................................................................7

Change Control.............................................................................................................................................8

ServiceNow Backup Policy............................................................................................................................8

ServiceNow Disaster Recovery.....................................................................................................................8

© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in
the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
Introduction
ServiceNow provides a scalable platform with baseline functionality to facilitate common processes ranging from IT
Service Management to Customer Service Management. As a platform, ServiceNow can replace many services already
used by an organization to consolidate and streamline existing architecture. To achieve this, ServiceNow must
communicate and integrate with many internal as well as external solutions. This document outlines how the
architecture is setup in your organization for use in identifying dependencies, gaps, and efficiency gains.

Platform
Logical Overview
<A diagram should be added to this section depicting how the ServiceNow platform fits into your organization. This
should be maintained as your architecture changes.>

Logical ServiceNow Overview example

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the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
Instances
The following instances may be available as part of the ServiceNow platform:

ServiceNow Instances <examples>

Environment Instance Name Instance Link Intent / Description

<Sandbox> <SAND> <Standalone sandbox instance>
<Development> <DEV> <Development instance to build new
functionality>
<Testing> <TEST> <Test instance for unit and integration
testing>
<User Acceptance <UAT> <Test instance for User Acceptance
Test> Testing>
<Production> <PROD> <Productive ServiceNow instance>

All instances are hosted in the [ServiceNow Data Center Primary] and [ServiceNow Data Center Primary] data centers.

Security
ServiceNow’s baseline is 128bit SSL encryption for browser and web services access. By design no connection to
ServiceNow and between ServiceNow components is unencrypted. In addition, there is TLS enforced for email.

Single Sign On (SSO)

SSO may be enabled on any ServiceNow Instance. Document the SSO configurations as part of your architecture.

SSO Configurations

Instance Name Instance Link Endpoint IdP token

<SAND>
<DEV>
<TEST>
<UAT>
<PROD>

IP Address Access Controls

IP Address Access Controls can be used to secure and restrict access to the hosted web application. Access will be
blocked on specific addresses or a range of addresses.

IP Address Access Controls

Environment Type (Allow/Deny) Range Start Range End Description

<DEV>
<TEST>

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the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
 Environment Type (Allow/Deny) Range Start Range End Description
<UAT>
<PROD>
VPN
If a VPN is setup for your ServiceNow Instance you will want to include the diagram of how it is configured.

VPN Architecture <example>

Mid Server
The Management, Instrumentation, and Discovery (MID) Server is a Java server that runs as a Windows service or
UNIX daemon. The MID Server facilitates communication and movement of data between the ServiceNow platform
and external applications, data sources, and services.
The main purpose of the MID Server is acting as a gateway between the ServiceNow platform and your organization’s
Network. Every communication is established from the MID Server to the ServiceNow instance on a secured 128bit
HTTPS connection. The MID Server communicates for that purpose on the External Communication Channel (ECC)
Queue. The ECC Queue is normally queried, updated, and inserted into by other systems. Each record in the ECC
Queue is a message, either from the ServiceNow instance to some other system (an output message), or from some
other system to the ServiceNow instance (an input message).

© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in
the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
List of Mid Servers

Environment Host Location Network Operating System

<DEV>
<TEST>
<UAT>
<PROD>
General Architecture and functionality of the MID Server:

Mid Server Architecture <example>

Mid Server Architecture <example>

© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in
the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
Integrations
Data Consumption
As part of the architecture of ServiceNow, all data sources consumed by ServiceNow in support of process and
functionality should be included in this document. This is critical information when evaluating changes to both
ServiceNow and the source system.

Data Sources <example>

Environment Data Source Data Source Owner Data Source Description Data Source Usage
<PROD> <Active <IT Security> <Source of organization <Provides User, Group, and
Directory> groups and users> Group Membership information>
<PROD> <SCCM> <Hardware Team> <Source of organization <Provides Asset/CMDB
Hardware and Software information to support core
information> processes (Incident, Problem,
Change, etc.)>

Data Out
As part of the architecture of ServiceNow, all data sources that consume data from ServiceNow should be included in
this document. This is critical information when evaluating changes to both ServiceNow and the source system.

Data Out <example>

Environment Source Source Owner Source Consumed By Consumed Used For

Description By Owner
<PROD> <Incident> <Incident <System of <Enterprise <Enterprise <Provided data
Management record for Reporting Reporting used in
Process Owner> organization’s System> Team> regulatory
Incident reporting in an
Management external
Data> system>
<PROD> <CMDB <Configuration <System of <Master Data <Enterprise <Provided data
Applications> Management record for Management Tools Team> used to
Process Owner> organization’s System> reconcile
Application external
data> monitoring of
applications>

Bi-directional/One Way Integrations

As part of the architecture of ServiceNow, all integrations performing actions in ServiceNow and/or ServiceNow
performing actions in an external system should be documented. This is critical information when evaluating changes to
both ServiceNow and the source system.

© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in
the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
Integration <example>

Environment Integration Integration Owner Direction Integration Description

Name
<PROD> <Jira> <Enterprise Tools <Bi-directional> <Integration is used to both create tasks in
Team> ServiceNow from Jira and update the Jira
records upon updates in ServiceNow>
<PROD> <SharePoint <Enterprise Tools <One Way> <Integration is used to create a Request from
Request> Team> SharePoint with no need to provide
information back to the source system upon
creation>

Change Control
Changes to the architecture should follow a Change Management Process. This ensures impact of a change is evaluated
and communicated to key stakeholders. Upon completion of an architecture change (adding/removing/updating
dependencies), the document should be updated to reflect the new architecture.

ServiceNow Backup Policy

ServiceNow maintains seven daily and three weekly backups on disk. The backup data never leaves the ServiceNow
data centers. Backups are taken in both data centers on all customer instances including sub-production and production
instances.
Nightly backups are kept for seven days in each datacenter and each mirrored datacenter serves as the disaster recover
repository for its counterpart. Weekly backups are retained for 30 days.
It is important to note the primary recovery method of a production instance is to use the High Availability replica.
The backups are used as a secondary recovery mechanism.

ServiceNow Disaster Recovery

In the event of a crisis or extended outage, the ServiceNow NOC engages the Crisis Management Team to determine
whether to initiate the disaster recovery process. If the decision is made, the restoration process involves the following:
 Provision new instance to point to replica DB

 Repoint DNS

© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in
the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.