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Aspen Release

Release Webinar
11 January, 2012

www.service-now.com
© 2011 ServiceNow All Rights Reserved

Webinar Agenda

0:00 to 0:10 Introduction and overview of Aspen

0:10 to 0:30ServiceNow Development Methodology

0:30 to 0:50 Cloud infrastructure / Gen2 architecture

0:50 to 1:00Overview of functional improvements

1:00 to 1:25Workflow and runbook automation improvements

1:25 to 1:40 Application improvements

1:40 to 1:45Close

© 2011 ServiceNow All Rights Reserved www.service-now.com | 2

Webinar Agenda

0:00 to 0:10Introduction and overview of Aspen

0:10 to 0:30ServiceNow Development Methodology





1:40 to 1:45Close


Aspen is …

• The name of two cities in the US, and one in Canada
• The code name for U.S. peace negotiations through Swedish
channels in Vietnam (1966)
• A 1977 TV movie set in Aspen, Colorado starring Sam Elliott
• A car manufactured by Chrysler Corp. from 1976 to 1980
• An SUV manufactured by DaimlerChrysler since late 2006
• A radio station from Buenos Aires, Argentina
• An apple-flavored soda sold during the 1980s

and the name of the next release from ServiceNow

ServiceNow Aspen

• ServiceNow sets a new benchmark for cloud services with the Aspen
release – the highest qualityrelease in ServiceNow history

• Aspen helps you migrate to our new Gen2 data centers that provide a
new level of availability, security, performanceand manageabilityfor
ServiceNow and our customers.

• Aspen also includes application improvements in project portfolio
management, ITGRC and managed documents – along with platform
improvements in workflow configuration and runbook automation.


Generation Two
Enhancements

Personnel Development Cloud Infrastructure Cloud Architecture Data Centers
Process


Webinar Agenda


0:10 to 0:30 ServiceNow Development Methodology





1:40 to 1:45Close


Dan McGee
SVP Development & Customer

• Background
– Joined ServiceNow in August 2011
– 29 years of Development and Support
Experience

• Priorities
– Reliability, Resiliency, Quality
– Innovation


Release terminology

Release Types vs. Release States

RELEASE TYPES RELEASE STATES

• Feature Release • Preview
• Patch Release • Controlled Availability
• Hot Fix • General Availability

Release types

• Feature
– Launch vehicle for new features and capabilities
– 2 to 3 times per year new
– Given a name (aka. Aspen) new

• Patch – collection of defect fixes for a Feature Release
– No new features
– Inclusive of all previously issued hot fixes for a given feature release.
– Once per month to once per quarter

• Hot Fix – a specific fix for a Feature Release
– Usually for a specific customer
– Not necessarily inclusive of any previous fixes for a given release
– Frequency as needed

Release states

• Preview
– In Development. Not for public distribution new

• Controlled Availability (CA) new
– Passed all internal testing and ready for release
– Limited customer adoption
– We may throttle distribution

• General Availability (GA)
– Ready for broad distribution
– Broad customer adoption

Release Process

Phased
Development Full Product
Customer
Sprints Integration Test
Deployment*

CA GA
Preview 1-n Controlled General
Availability Availability

Webinar Agenda







1:40 to 1:45Close


Arne Josefsberg
CTO

• Background
– Joined ServiceNow in October 2010
– 26 years with Microsoft
– Leadership roles in online and cloud
since 1994

• Priorities
– Scale out and mature the organization
– Scale out infrastructure capacity
– Evolve cloud architecture
– Invest in operational excellence


Global
Data Centers

Montreal

Toronto
London Amsterdam

Boston Geneva
Zurich
San Jose
Washington DC

Dallas

Brisbane

Sydney
Melbourne

Generation 1 Datacenters
Generation 2 Datacenters


New Data Center
Architecture

Generation 1 Generation 2

Proxy Proxy Load Balancer Load Balancer Load Balancer Load Balancer

Instance Instance Instance Instance Instance Instance
A B A A A A

MySQL
MySQL MySQL

Database Database Database Database Database Database
A B A B A B

HIGH AVAILABILITY
REPLICATION

Generation 2
system architecture

WAN LINK
A further step towards cloud architecture
Edge Network Edge Network Firewall Pair
Firewall Pair
HA HA HA HA

Load Balancers
HA Application and databases separated
IPS IPS Load Balancers
HA

Core Infrastructure Core Infrastructure
HA

Control of data center colocation space
App Servers App Servers

Access Control Layer Robust load-balancing and security Access Control Layer

Database Server
High availability failover between datacenters
Primary Secondary
Dedicated Server
Database Database

© 2011 Service-now.com
Confidential

Migration Process
1. Upgrade to Aspen
2. New datacenter provisioned and data migrated
3. Data replicated to another Gen2 datacenter
4. Customer failover to new instance
5. Database re-index and customer testing
6. Old instance retired

Load Network Load Network
Balancer Security Balancer Security
Application

Application

Application

Application
Application Application
Application

HIGH-AVAILABILITY
REPLICATION
Database Database
Database Database
Database
for production
instances

GENERA TION 2 GENERA TION 2 GENERATION 1
DATACENTER B DATACENTER A DATACENTER
www.service-now.com | 18

Call to Action
What does thismean to you?

• Every customer will migrate to the new datacenters by June 30, 2012

• Migrations for each of your instances will be individually scheduled with
you by the ServiceNow migration task force

• Your instances will be migrated within a 2-week window

• A pre-requisite for migration is upgrading to Aspen or June11 (patch 3)

• If you don’t want to wait, submit an instance upgrade request in HI


Webinar Agenda




0:50 to 1:00 Overview of functional improvements



1:40 to 1:45Close


250 More Reasons
To Upgrade
PRB446497 PRB561278 PRB561392 PRB562905 PRB562582 PRB561484
PRB562587 PRB562564 ……..

Aspen Release

Application Platform
Managed Documents Workflow Debugging
PRB562430ITGRC PRB561311 PRB563514 PRB562032 PRB561562
PRB563451 Runbook Automation
PRB560874Portfolio PRB562031 PRB561566 PRB563087 PRB563064
Project PRB561527 Mgmt Zing text search

HIGH QUALITY FOUNDATION
PRB562587 PRB562564 ……..

Webinar Agenda





1:00 to 1:25 Workflow and runbook automation improvements


1:40 to 1:45Close


Workflow Enhancements

• New activity: “Rollback To”

• Workflow timeline tool

• Rollback troubleshooting: Debug highlighting

• Major Wiki additions
– new guide: rollback design
and troubleshooting
– how to: timeline
– how to: debugging


Runbook Enhancements

• New activities:
– AD user management activities
– AD generic query activity
– Linux reset password activity
– Resolve DNS activity
– Install/Uninstall MSI activity
– Change service state activity

• Support for MID server technology
extensionsby customer
– Generic, JavaScript-based probe
– Custom MID server JARs


Webinar Agenda







1:40 to 1:45Close


Project & Portfolio Management

• Stability
– Gantt Chart data integrity improvements

• Security
– Security on all PPM related tables for all instances

• Project Master Cloning
– Create a new project by copying an existing project

• Portfolio Gantt Chart
– Read-only timeline summary of all portfolio projects and milestones

• Microsoft Project import
– Now supports MS Project 2010 mpp files

Change Conflict Detection

• Now enabled for new instances

• Schedule Conditions
– Define conditions on blackout and maintenance schedules

Managed Documents

• Publish managed documents to Knowledgebase
– Optional Knowledge Document plugin

TRACK DOCUMENT CONTROL

REVISION REVISION REVISION
AUTHOR INTEGRITY
0.1 0.2 n.n

WORKFLOW
MANAGE CONSISTENCY
DRAFT – REVIEW – APPROVAL –PUBLISH

DISTRIBUTE KNOWLEDGEBASE CENTRAL

Webinar Agenda







1:40 to 1:45 Close


Just the facts

• New Rollout Process!
– Customer instances updated progressively
– Individual notifications prior to upgrade

• New Infrastructure!
– Better performance and availability
– Straightforward migration – we work with you

• New Functionality!
– Platform features – Zing, RBA and workflow
– Application features – ITGRC, Project & Docs

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