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Aspen Release

Release Webinar11 January, 2012

© 2011 ServiceNow All Rights Reserved

T H E F U T U R E I S

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

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

0:10 to 0:30 ServiceNow Development Methodology

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

0:50 to 1:00 Overview of functional improvements

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

1:25 to 1:40 Application improvements

1:40 to 1:45 Close

Webinar Agenda








1:40 to 1:45 Close

Webinar Agenda

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

www.service-now.com | 5

•ServiceNow sets a new benchmark for cloud services with the Aspen

release – the highest quality release in ServiceNow history

•Aspen helps you migrate to our new Gen2 data centers that provide a

new level of availability, security, performance and manageability for

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 TwoEnhancements


Personnel Data CentersCloud Infrastructure Cloud ArchitectureDevelopmentProcess








1:40 to 1:45 Close

Webinar Agenda


Dan McGee SVP Development & Customer


•Background– Joined ServiceNow in August 2011

– 29 years of Development and Support Experience

•Priorities– Reliability, Resiliency, Quality

– Innovation

RELEASE STATES

Release terminology

RELEASE TYPES

• Feature Release• Patch Release• Hot Fix

• Preview• Controlled Availability• General Availability

Release Types vs. Release States

Release types

•Feature– Launch vehicle for new features and capabilities

– 2 to 3 times per year

– Given a name (aka. Aspen)

•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

new

new

Release states

•Preview– In Development. Not for public distribution

•Controlled Availability (CA)– 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

new

new

Release Process

Full Product Integration Test

Preview 1-n

GA

Phased

Customer

Deployment*

CA

ControlledAvailability

GeneralAvailability

Development Sprints








1:40 to 1:45 Close

Webinar Agenda


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


GlobalData Centers


London Amsterdam

Geneva

Toronto

San JoseBoston

Dallas

MelbourneSydney

Generation 1 Datacenters

Generation 2 Datacenters

Washington DCZurich

Montreal

Brisbane

New Data CenterArchitecture

Proxy Proxy

Instance B

Instance A

MySQL

DatabaseB

DatabaseA

Load Balancer Load Balancer

Instance A

MySQL

DatabaseB

DatabaseA

Load Balancer Load Balancer

MySQL

DatabaseB

DatabaseA

HIGH AVAILABILITYREPLICATION

Generation 1 Generation 2

Instance A

Instance A

Instance A

© 2011 Service-now.com Confidential

Generation 2system architecture

A further step towards cloud architecture

Application and databases separated

Control of data center colocation space

Robust load-balancing and security

High availability failover between datacenters

App

lica

tion

App

lica

tion

App

lica

tion

Load Balancer

Network Security

Load Balancer

Network Security

Migration Process


Application

Database

Application

Database

Application

Database

Application

DatabaseDatabaseDatabase

App

lica

tion

GENERATION 2DATACENTER A

GENERATION 2DATACENTER B

GENERATION 1DATACENTER

DA

TA

MIG

RATION

HIGH-AVAILABILITY

REPLICATION

for productioninstances

Application

Database

Application

Database

1. Upgrade to Aspen2. New datacenter provisioned and data migrated3. Data replicated to another Gen2 datacenter4. Customer failover to new instance5. Database re-index and customer testing6. Old instance retired


Call to ActionWhat does this mean 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









1:40 to 1:45 Close

Webinar Agenda

250 More ReasonsTo Upgrade

PRB446497 PRB561278 PRB561392 PRB562905 PRB562582 PRB561484 PRB561835 PRB562650 PRB561354 PRB561330 PRB561454 PRB560833 PRB561997 PRB561698 PRB561720 PRB563216 PRB562908 PRB562902 PRB562839 PRB561558 PRB222917 PRB562102 PRB561810 PRB561416 PRB562094 PRB562549 PRB562895 PRB559962 PRB560380 PRB563016 PRB561374 PRB561138 PRB562237 PRB560128 PRB562464 PRB561637 PRB560652 PRB562608 PRB559817 PRB195131 PRB237187 PRB560510 PRB563510 PRB563199 PRB561389 PRB562347 PRB561914 PRB561218 PRB562430 PRB563451 PRB561311 PRB563514 PRB562032 PRB561562 PRB561661 PRB562478 PRB561383 PRB561198 PRB560995 PRB561320 PRB560874 PRB561527 PRB562031 PRB561566 PRB563087 PRB563064 PRB561896 PRB117919 PRB561899 PRB561612 PRB561581 PRB563513 PRB561159 PRB561508 PRB560161 PRB560151 PRB560863 PRB558993 PRB562673 PRB561638 PRB562673 PRB561406 PRB561784 PRB562163 PRB559606 PRB561883 PRB561483 PRB559620 PRB563081 PRB562781 PRB561450 PRB562624 PRB562585 PRB562646 PRB559129 PRB559964 PRB560011 PRB561393 PRB561360 PRB561340 PRB561109 PRB561209 PRB563469 PRB560465 PRB561189 PRB561425 PRB563289 PRB561315 PRB562587 PRB562564 ……..

FIXED!© 2011 ServiceNow All Rights Reserved www.service-now.com | 21

Aspen Release

PRB446497 PRB561278 PRB561392 PRB562905 PRB562582 PRB561484 PRB561835 PRB562650 PRB561354 PRB561330 PRB561454 PRB560833 PRB561997 PRB561698 PRB561720 PRB563216 PRB562908 PRB562902 PRB562839 PRB561558 PRB222917 PRB562102 PRB561810 PRB561416 PRB562094 PRB562549 PRB562895 PRB559962 PRB560380 PRB563016 PRB561374 PRB561138 PRB562237 PRB560128 PRB562464 PRB561637 PRB560652 PRB562608 PRB559817 PRB195131 PRB237187 PRB560510 PRB563510 PRB563199 PRB561389 PRB562347 PRB561914 PRB561218 PRB562430 PRB563451 PRB561311 PRB563514 PRB562032 PRB561562 PRB561661 PRB562478 PRB561383 PRB561198 PRB560995 PRB561320 PRB560874 PRB561527 PRB562031 PRB561566 PRB563087 PRB563064 PRB561896 PRB117919 PRB561899 PRB561612 PRB561581 PRB563513 PRB561159 PRB561508 PRB560161 PRB560151 PRB560863 PRB558993 PRB562673 PRB561638 PRB562673 PRB561406 PRB561784 PRB562163 PRB559606 PRB561883 PRB561483 PRB559620 PRB563081 PRB562781 PRB561450 PRB562624 PRB562585 PRB562646 PRB559129 PRB559964 PRB560011 PRB561393 PRB561360 PRB561340 PRB561109 PRB561209 PRB563469 PRB560465 PRB561189 PRB561425 PRB563289 PRB561315 PRB562587 PRB562564 ……..

FIXED!© 2011 ServiceNow All Rights Reserved www.service-now.com | 22

Application PlatformWorkflow Debugging

Runbook Automation

Zing text search

Managed Documents

ITGRC

Project Portfolio Mgmt

HIGH QUALITY FOUNDATION








1:40 to 1:45 Close

Webinar Agenda

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 extensions by customer– Generic, JavaScript-based probe

– Custom MID server JARs









1:40 to 1:45 Close

Webinar Agenda

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

WORKFLOWDRAFT – REVIEW – APPROVAL –PUBLISHMANAGE CONSISTENCY

REVISION0.1

REVISION0.2

REVISIONn.nAUTHOR INTEGRITY

DOCUMENTTRACK CONTROL

KNOWLEDGE BASEDISTRIBUTE CENTRAL








1:40 to 1:45 Close

Webinar Agenda

•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

Just the facts

Business

Aspencustomerwebinar slideshare-120111174354-phpapp01