ServiceNow follows a single-instance, single-tenant architecture, not a multiple-tenant architecture.
This means:
Single-Instance:
Each ServiceNow instance is a unique, independent environment for a customer.
All customers have their own dedicated instance with their own custom configurations, data,
workflows, and applications.
ServiceNow instances are hosted in a multi-instance cloud model rather than a multi-tenant model.
Single-Tenant Model (Multi-Instance Architecture):
Unlike multi-tenant architectures (where multiple customers share the same application and
database), ServiceNow provides each customer with a separate, isolated instance.
This ensures data security, performance isolation, and customization flexibility.
Each instance has its own data storage, configuration, and upgrade schedule, reducing risks
associated with shared environments.
Why ServiceNow Uses Multi-Instance Instead of Multi-Tenant:
Security & Data Isolation: Since each customer has an independent instance, there is no risk of data
leakage between tenants.
Customization & Flexibility: Customers can customize their instance freely without affecting others.
Performance & Scalability: Each instance can be scaled independently, ensuring optimal
performance.
Why Option B (False) Is Correct?
ServiceNow does NOT use a multiple-tenant architecture. ❌
ServiceNow follows a single-instance, single-tenant (multi-instance) model. ✅
Each customer has a dedicated instance with isolated resources and configurations. ✅
Why Option A (True) Is Incorrect?
A multi-tenant architecture means multiple customers share the same application/database with
logical separation, which is NOT the case in ServiceNow.
ServiceNow instead provides separate instances for each customer, meaning it is not a true multi-
tenant system.
Reference from Certified System Administrator (CSA) Documentation:
ServiceNow Product Documentation – Multi-Instance Cloud Model
https://docs.servicenow.com
ServiceNow Community – Single-Tenant vs. Multi-Tenant Explained
ServiceNow Best Practices – Security & Instance Architecture
