ServiceNow platform overview

ServiceNow platform ServiceNow is an American company which has a product called ServiceNow platform. This company provides an application platform as a service which is called a pass it is a cloud-based computing model which provides the infrastructure needed to develop run and manage applications. ServiceNow platform is not limited to any business functions of any organization and can be utilized in different areas of an organization like IT HR finance security. Organizations can utilize ServiceNow to automate manual repeatable processes and standardize their service delivery service now was known to be a ticketing tool however now it is an automation platform in which you can automate different business processes.

ServiceNow architecture

ServiceNow platform is an application platform as a service that means it is a single platform to automate business processes across the enterprise by providing the infrastructure needed to develop and manage applications. It is a single data model which is built on a flexible table schema and delivers a common set of score capabilities and reusable components.

ServiceNow platform has a multi instance architecture rather than multi-tenant architecture was used by other cloud companies and multi-tenant your data is commingled with other customers on data bases these large and complex databases that require hardware and software maintenance on a regular basis which can lead to availability issues for customers if cloud companies have to take any action that affects this multi-tenant database and affects all other customers whose data is residing on that database infrastructure. ServiceNow cloud is built on an advanced architecture called multi instance. In this architecture your organization’s data applications and customizations reside in a unique software stack called an instance. Your organization may have more than one instance each instance is isolated from every other instance but they can still communicate with each other.

ServiceNow provides high advanced availability data centers in any situation there is an operational failure or outage your instance traffic can be quickly rerouted to redundant servers to provide continuous availability. ServiceNow provides for weekly full backups of your data with six date of days of different daily backups.

Multi-tenant architecture:

This is multi-tenant architecture in which all three companies have shared app infra of the service provider.

Multi instance architecture

This is multi instance architecture which is provided by ServiceNow in which every organization has their own instance whose maintenance will be different from others.


Back up it is very important to know how ServiceNow makes sure that they are taking the right backup of your instances as I mentioned earlier ServiceNow provides for weekly full backup of your data and six days of daily differential backups. We need backup as it might happen that you can break something in your instance and ServiceNow can restore everything back in your instance with the help of backup this backup is also used in cloning activity as lower instances are copied from production instances. you can see on the screen we have main instance and you have backup instance.


Service now can also be integrated with single sign-on services that are compliant with sam’l 2.0 is standard. you can further secure your applications and fields using role based access which we will learn later.

Platform interface

There are 3 ways of interacting with ServiceNow,

  1. User Interface
  2. Mobile Interface
  3. Service Portal

User Interface:

User interface which is also called as native UI.

Mobile Interface:

ServiceNow mobile apps which are mobile applications to access service now platform and its features from mobile. 

Service Portal:

Service portal which is a kind of advanced UI for ServiceNow platform all of these interfaces acts as the same single system of record and common data model of the ServiceNow platform.

Example you have one instance one ServiceNow instance now all these interfaces can access the same instance with the same data native UI.

Native UI:

This is the native UI of ServiceNow native UI is the main way to interact with the applications and information in ServiceNow instance.

ServiceNow platform user interface features include real-time form updates user presence enhanced activity streams and an application navigator designed with tabs for favorites and history this is my ServiceNow personal developer instance.

Supported Browsers:

This is the native UI supported browsers ServiceNow supports most of the major browsers like chrome Microsoft edge Firefox and Apple Safari.  If I can talk about my personal experience then Chrome and Safari are the best.

Mobile Apps:

ServiceNow offers three different mobile applications

  1. ServiceNow agent
  2. now mobile
  3. ServiceNow onboarding

ServiceNow administrators can configure these applications as for the business requirement. these applications help employees and users working in ServiceNow to work more efficiently and productively.

ServiceNow agent app is developed for agents working in service now as a fulfillment. so that they can access the requests raised by different users and respond to them quickly. now mobile targets employees and users who request different services in ServiceNow. ServiceNow onboarding app is developed for managing new hires it helps to facilitate the tasks required to be done before employees start in the organization users can download these applications from the app store of iOS and Android.

Service portal

Service portal provides a user-friendly self-service experience it is an advanced UI of ServiceNow platform which provides access to specific features by using different widgets which can be customized and developed by ServiceNow developers. users can search knowledge articles request for any service and much more on service portal you can open ServiceNow portal by adding SP in the URL so after domain name of service now if you add SP slash SP press enter you will be able to see service portal which is an advanced UI.

Now here users can search anything like Apple Ipad. so they can search for any information they are looking for. they can also access the catalog that means they can request something directly from service portal .they can see their own request if they have raised some incidents or requests in ServiceNow platform they can see them.

You can also go to home from here so here you can click and request for any service you can search for knowledge base you can get some help and you can just go for the community these are the different links which users can access now these features now these options are available as per the access given to the user and you can see we have lot of other options on the top so this is service portal interface.

Supported Authentications:

Local Database

Service now can support different types of user authentication first is local database in which user and password it’s saved in. ServiceNow instance in the related user recorde and user needs to put username and the password on welcome screen.

Single Sign On
Single sign-on in which the user is authenticated with details provided by identity provider. for insatnce you have okhta which is an identity provider which you can configure in ServiceNow and user has to login via single sign-on


In which user is authenticated by a lightweight Active Directory account.

OAuth 2.0

It’s an open authentication and it is authenticated by a client ID and secret. a client ID and secret is provided by a service now to the consumer. whenever consumer will head service now in order to authenticate he will send client ID and secret. Then ServiceNow will identify the user and will authenticate with the help of the auth client ID and secret.

Digest Token

Digest is token encrypted user name and password in the form of a token.


Multi-factor in which authentication is done via an OTP code provided by Google Authenticator role-based access once you are logged in into ServiceNow.

Role based Authentication

The next level of access is based on the roles provided to the users. these roles are assigned to the users on the basis of their functions responsibility. as an example Itil, admin, knowledge admin, approval. the information which can be accessed by the user is based on these roles this ensures that people have access to the information which they are allowed to access it is very important to protect sensitive data components.


In order to understand how role based access works in the platform it is important to first understand its components.

A user is an individual that has been granted access to your ServiceNow instance.

A group is a set of users who are part of the same team or may share same responsibilities members of groups perform similar tasks or need access to similar information for various purposes in the platform such as approving change request resolving incidents receiving email notifications or administering the Service Catalog users working in ServiceNow are typically assigned to one or more groups.

A role is a collection of permissions which can be assigned to a group so that whole group members can have the same access related to that role in ServiceNow platform example ITIL admin etc.


I hope above article provides you required such as what is servicenow Platform, architecture and how to we can access servicenow. What are the roles in Servicenow. if you are looking for ServiceNow  tutorials on some others topics then you can explore this website for the same. Thank you!!! Good Luck. 

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