1. How We Manage SaaS Infrastructure Knowledge Track
Gadi Yedwab
VP, Product Development
Service-now.com
Aaron Burruss
Sr. Infrastructure Developer
Service-now.com

2. Agenda SaaS Infrastructure Design Goals Product Architecture
Integration
Automation
How we manage SaaS Infrastructure
Demo
Agenda

3. Infrastructure Design Goals
Keep it simple!
Scale to any number of customers
Easy deployment hosted or on-premise
Great flexibility for the customer
Dev, Test, and Prod
Decide when to upgrade
Rich integration options

4. Infrastructure Design Goals
Easy to manage and support
Manage the infrastructure using our product
So you can manage yours with our product too
Manage each instance entirely through the Web UI
Great maintenance and diagnostic tools
Performance monitoring and capacity graphs
Measure response time and get breakdown
View transactions log and slow queries
Status and key metrics of the application and its components
Debugging tools

5. Very High-Level Product ArchitectureUI
Java Web Application Server
MID
Server
Database

6. Very High-Level Product ArchitectureUI
Java Web Application Server
MID
Server
Database

7. Product Architecture Everything in the database
Customizations, full-text index
queue, logs, message queue, you name it!
Nothing in the file system
Easy to backup, restore, clone, and relocate
Cross-platform portability
Storage independence
Clustered nodes (synchronize via the database)
Replication queue in the database

8. Product Architecture Java Web Application Server Scalable
JVM – cross platform
Robust execution environment
Portable and self contained
Transaction concurrency controlled by semaphores
JavaScript scripting (Rhino)
Scalable
Add clustered nodes as needed
Add MID servers as needed

9. Product Architecture Standard Web 2.0 Interfaces
HTML, JavaScript, AJAX, cookies
No browser plug-ins
Web Services interfaces (SOAP)
(inbound and outbound)
Mobile interface

10. Product Architecture MID Server Monitoring, Integration, and Discovery
Connects to the application
We don’t connect to you
gets instructions and sends data
Applications
CMDB Integration: SCCM, LANDesk, etc.
Discovery: probes and sensors
Runbook: automation

11. Integration Web Services (SOAP) Email MID Server Security (LDAP, SSO)
Any data – inbound and outbound
Synchronous and Asynchronous (message queuing)
Inbound and Outbound – fully scriptable
MID Server
Security (LDAP, SSO)
Import using file, FTP

12. Automation Scripting and scheduled jobs Runbook
We use it to check for upgrades, phone home, update text index, table cleaner, etc.
Runbook
We use it to manage the data center
Graphical Workflow
Standard operation procedures – implement a process that involves people, tasks, automation and approvals

13. Automation In Practice
Data Center Migration as an example
Different servers, storage (SAN), and versions of the OS and JVM – no problem
Move one or more instances at a time
Move coordinated with each customer
Use Runbook automation and replication
Minimize downtime for the move
Standardized process for each migration
Process is refined with each migration
Replication allows uptime during the migration

14. How We Manage SaaS Unit of service provisioning – the instance
Java application server + database
Provision, move, promote, clone, configure, manage, de-provision, start, stop, upgrade
We manage thousands of instances
Automation using the Service-now.com platform, of course!
Instances can be hosted, on-premise, and in various data centers (London, Geneva, etc.)

15. How We Manage SaaS No need for specialized hardware
Easy to scale – just add servers
Failures are isolated and recovery is quick
Storage is “partitioned” each customer’s data is separate
Cost is contained and savings are passed to you!

16. Roadmap Data centers in London and Geneva
Self-service request of a clone
Ability to schedule a clone
Runbook automation
Automate your standard procedures
Automate diagnosis and response
Empower your service desk

17. Demo