ServiceNow Platform Architecture – Detailed Technical Overview 

Author: Sasibhushan Rao Chanthati, Sr. Member IEEE, Baltimore Section. 

https://www.researchgate.net/profile/Sasibhushan-Rao-Chanthati  

1. Architectural Paradigm: Multi-Instance Architecture 

ServiceNow employs a multi-instance architecture, setting it apart from traditional multi-tenant SaaS platforms. In multi-tenancy, multiple customers share a single application and database instance, relying on software-based segmentation for data isolation. ServiceNow's approach, however, provides each customer with their own dedicated instance. 

Key Characteristics: 

• Dedicated RDBMS: Each customer operates within an isolated MariaDB database. 

• Separate Application Logic Tier: Customers run their own logic engines, workflows, and configurations. 

• Dedicated Runtime Resources: CPU, memory, and job queues are uniquely allocated per instance. 

Benefits: 

• Security Isolation: This physical and logical segregation is ideal for regulated sectors like the Department of Defense (DoD), especially for IL4 and IL5 workloads. 

• Customizability: Instance-specific customization allows scoped applications, API integrations, and third-party connectors without risk to other tenants. 

• Performance Optimization: Customers can fine-tune performance settings, background jobs, and caching independently. 

• Disaster Recovery & Compliance: Snapshots and backups are instance-bound, enabling tailored recovery protocols and compliance with mandates like NIST 800-53. 

2. Core Platform Layers 

A. User Interface Layer (Presentation Tier) 

The User Interface layer is responsible for all end-user interactions. It includes web, mobile, and chatbot interfaces designed for secure, accessible, and scalable engagement. 

Access Methods: 

• Web Interface: Browser-based access with responsive design. 

• Now Mobile App: Task-driven mobile experience. 

• Virtual Agent: Conversational AI-powered chatbot with NLU. 

• Service Portal/Employee Center: Widget-based self-service portals. 

Technical Highlights: 

• Built on the Now Experience UI Framework with Web Components and GraphQL. 

• Supports WCAG 2.1 and Section 508 accessibility standards. 

• CAC/PIV smart card login and SAML 2.0-based identity federation. 

B. Application Layer 

The Application Layer houses ServiceNow's core functional modules and custom development capabilities. 

Built With: Java, JavaScript, and proprietary Glide scripting. 

Includes: 

• Scoped Applications 

• App Engine Studio for low-code development 

• Creator Workflows (App Engine, Document Intelligence) 

Key Modules: 

• ITSM, HRSD, CSM, ITOM, ITBM, SecOps, GRC/IRM 

• Optional modules for FSM, Procurement, DevOps 

C. Platform Logic Layer 

Handles backend processing and platform-wide automation. 

Components: 

• Business Rules 

• Flow Designer 

• Script Includes 

• Notifications (email, SMS, push) 

• Scheduled Jobs 

D. Data Layer 

The Data Layer is backed by a MariaDB-compatible relational database with robust metadata and access controls. 

Features: 

• Table definitions with row-, column-, and record-level ACLs 

• Full audit tracking 

• Custom relationships and reporting logic 

Key Structures: 

• CMDB: Tracks service and asset dependencies 

• Task Table: Parent class for Incident, Problem, Change 

• Journal Fields: Capture work notes, emails, and user input 

3. Cloud Deployment Models 

Environment	Hosting Provider	Certification	Use Case
Commercial SaaS	AWS / Azure	SOC2, ISO27001	Enterprise IT
Government Community Cloud	AWS GovCloud	FedRAMP High, DoD IL4	Civilian U.S. Government
National Security Cloud	Azure Government	DoD SRG IL5, FedRAMP High	DoD, Intelligence Community

 

Highlights: 

• U.S.-only data residency 

• Dedicated zones for IL4 and IL5 workloads 

• NSC supports CUI and National Security Systems (NSS) 

 

 

4. Security Architecture 

Security Control	Description
Encryption	AES-256 at rest, TLS 1.2+ in transit
Authentication	LDAP, SAML 2.0, OAuth 2.0, CAC/PIV, Azure AD, Okta
Access Control	ACLs at table, field, and row level
Audit Trails	Full change logging with NIST/SOX compliance
CMDB Reconciliation	Prevents duplicate configuration items
Third-Party Certification	FedRAMP, DoD IL4/IL5, ISO27001, HIPAA, PCI DSS

 

5. AI/ML and Automation Architecture 

Now Assist AI Framework: 

• Built-in large language models (LLMs) 

• Supports Bring Your Own Model (BYOM) 

• Available across ITSM, CSM, IRM, and Security Ops 

Capabilities: 

• Natural language summarization of tickets and alerts 

• Auto-generation of knowledge base articles 

• Root cause prediction (AIOps) 

• Virtual Agent GenAI with intent recognition 

Automation Engine: 

• Flow Designer (drag-and-drop workflows) 

• RPA Hub (robotic process automation) 

• Integration-Hub (prebuilt connectors) 

• AI Search and intent matching 

In IL5 deployments, GenAI features are scoped for data governance and compliance. 

6. Integration Architecture 

Method	Purpose
REST/SOAP APIs	Real-time integration with external systems
MID Server	Secure on-prem orchestration and discovery
Integration-Hub	Prebuilt connectors for SAP, Azure, Slack
LDAP/JDBC/SFTP	Directory and database connections

Event Management consumes SNMP, syslog, and agent data for event-to-incident automation. 

7. Database and Storage Architecture 

• Relational Data Store (MariaDB) 

• Schema-less extensibility via custom tables 

• CMDB relationships for business and IT services 

• Snapshotting and high-speed replication 

• Full encryption at rest and transit 

8. Scalability, Performance, and Updates 

Feature	Details
Horizontal Scaling	Dynamic node scaling per workload
High Availability	Active-active clustering, read replicas, auto-failover
Release Cadence	Two major platform upgrades annually
Performance	In-memory caching, async Glide Record operations

 

9. Monitoring and Governance 

• Real-time and historical log tracking (syslog, audit, event) 

• Built-in KPIs via Performance Analytics 

• GRC modules support: 

• ATO documentation and control attestations 

• Policy and risk lifecycle management 

• SLA tracking and vendor risk assessments 

10 DevSecOps Capabilities 

ServiceNow supports modern DevSecOps pipelines through integrated development, source control, and continuous deployment capabilities tailored for enterprise and secure government environments. 

Key Capabilities: 

• Source Control Integration: Native Git integration enables versioning and collaboration via GitHub, GitLab, or Azure DevOps for scoped applications. 

• Automated Testing: The Automated Test Framework (ATF) allows developers to build UI and server-side test cases that can be executed before pushing updates to production. 

• Update Sets & Pipelines: Changes are tracked in Update Sets and deployed across instances via controlled promotion workflows. 

• Application Repository: Scoped applications can be promoted and published within a private or public repository for reuse across business units. 

• Change Control Integration: DevOps Change Velocity links with ServiceNow Change Management to track code deployments and approvals with audit logs. 

• Secure Development Lifecycle: Governance workflows enforce peer review, static code scanning, and role-based access before deployment. 

These capabilities ensure that development, security, and operations are integrated into a continuous lifecycle, supporting compliance with NIST SP 800-218 (Secure Software Development Framework) and modern DoD software acquisition standards. 

 

11. Summary Table 

Layer	Description	Key Technologies
UI Layer	Web, mobile, chatbot, portals	Service Portal, Now Mobile, Virtual Agent
App Layer	Modular, low-code apps	App Engine, Studio, Creator Workflows
Platform Logic	Business rules, workflow engine	Flow Designer, Script Includes
Data Layer	Encrypted RDBMS, CMDB	MariaDB, Glide Tables
Cloud Layer	Multi-instance, IL4/IL5 secure environments	Azure Gov, AWS GovCloud
AI/Automation	GenAI for workflow and AIOps	Now Assist, Virtual Agent, Predictive Intelligence
Integration	Secure, scalable data exchange	REST, MID Server, Integration-Hub
DevSecOps	CI/CD pipelines with secure SDLC tooling	Git Integration, ATF, Change Velocity, Update Sets

 

Conclusion: ServiceNow’s architecture represents a robust, modular, and secure foundation for digital transformation across enterprise and federal domains. Its multi-instance strategy ensures data and runtime isolation, while its layered architecture supports scalable development, AI integration, compliance assurance, and high availability. Through cloud-native deployments, security-first design, and DevSecOps enablement, ServiceNow provides a future-ready platform that aligns seamlessly with the complex requirements of defense, intelligence, and regulated sectors. As the Department of Defense and other federal agencies continue modernizing their IT ecosystems, ServiceNow emerges as a strategic enabler of secure automation, mission agility, and digital resilience.