ServiceNow
Annual Report 2014

Plain-text annual report

UNITED STATESSECURITIES AND EXCHANGE COMMISSIONWashington, D.C. 20549 FORM 10-KxAnnual Report pursuant to Section 13 or 15(d) of the Securities Exchange Act of 1934For the fiscal year ended December 31, 2014OR ¨Transition report pursuant to Section 13 or 15(d) of the Securities Exchange Act of 1934Commission File Number: 001-35580SERVICENOW, INC.(Exact name of registrant as specified in its charter) Delaware 20-2056195(State or other jurisdiction ofincorporation or organization) (I.R.S. EmployerIdentification Number)ServiceNow, Inc.3260 Jay StreetSanta Clara, California 95054(408) 501-8550(Address, including zip code, and telephone number, including area code, of registrant’s principal executive offices) Securities registered pursuant to Section 12(b) of the Act:Title of each class Name of each exchange on which registeredCommon stock, par value $0.001 per share New York Stock Exchange, Inc.Securities registered pursuant to Section 12(g) of the Act:Not applicable__________________________Indicate by check mark if the Registrant is a well-known seasoned issuer, as defined in Rule 405 of the Securities Act. Yes x No ¨Indicate by check mark if the Registrant is not required to file reports pursuant to Section 13 or Section 15(d) of Act. Yes ¨ No xIndicate by check mark whether the Registrant (1) has filed all reports required to be filed by Section 13 or 15(d) of the Securities Exchange Act of 1934 during the preceding 12months (or for such shorter period that the Registrant was required to file such reports), and (2) has been subject to such filing requirements for the past 90 days: Yes x No ¨Indicate by check mark whether the Registrant has submitted electronically and posted on its corporate Web site, if any, every Interactive Data File required to be submitted and postedpursuant to Rule 405 of Regulation S-T (§232.405 of this chapter) during the preceding 12 months (or for such shorter period that the Registrant was required to submit and post suchfiles). Yes x No ¨Indicate by check mark if disclosure of delinquent filers pursuant to Item 405 of Regulation S-K (§229.405 of this chapter) is not contained herein, and will not be contained, to thebest of Registrant’s knowledge, in definitive proxy or information statements incorporated by reference in Part III of this Form 10-K or any amendment to this Form 10-K. ¨Indicate by check mark whether the Registrant is a large accelerated filer, an accelerated filer, a non-accelerated filer or a smaller reporting company. See the definitions of “largeaccelerated filer,” “accelerated filer” and “smaller reporting company” in Rule 12b-2 of the Exchange Act. (Check one):Large accelerated filer x Accelerated filer ¨ Non-accelerated filer ¨ Smaller reporting company ¨Indicate by check mark whether the Registrant is a shell company (as defined in Rule 12b-2 of the Act). Yes ¨ No xBased on the closing price of the Registrant’s Common Stock on the last business day of the Registrant’s most recently completed second fiscal quarter, which was June 30, 2014, theaggregate market value of its shares (based on a closing price of $61.96 per share on June 30, 2014 as reported on the New York Stock Exchange) held by non-affiliates wasapproximately $5.9 billion.As of January 31, 2015, there were approximately 150.5 million shares of the Registrant’s Common Stock outstanding.DOCUMENTS INCORPORATED BY REFERENCEPortions of the Registrant’s definitive proxy statement for its 2015 Annual Meeting of Stockholders (the “Proxy Statement”), to be filed within 120 days of the Registrant’s fiscal yearended December 31, 2014, are incorporated by reference in Part III of this Report on Form 10-K. Except with respect to information specifically incorporated by reference in thisForm 10-K, the Proxy Statement is not deemed to be filed as part of this Form 10-K.TABLE OF CONTENTS Page PART I Item 1Business1Item 1ARisk Factors8Item 1BUnresolved Staff Comments25Item 2Properties25Item 3Legal Proceedings25Item 4Mine Safety Disclosures25 PART II Item 5Market for Registrant’s Common Equity, Related Stockholder Matters and Issuer Purchases of Equity Securities26Item 6Selected Consolidated Financial Data28Item 7Management’s Discussion and Analysis of Financial Condition and Results of Operations30Item 7AQuantitative and Qualitative Disclosures About Market Risk50Item 8Consolidated Financial Statements and Supplementary Data51Item 9Changes in and Disagreements with Accountants on Accounting and Financial Disclosure81Item 9AControls and Procedures82Item 9BOther Information82 PART III Item 10Directors, Executive Officers and Corporate Governance82Item 11Executive Compensation83Item 12Security Ownership of Certain Beneficial Owners and Management and Related Stockholder Matters83Item 13Certain Relationships and Related Party Transactions and Director Independence83Item 14Principal Accounting Fees and Services83 PART IV Item 15Exhibits and Financial Statement Schedules83Signatures 83Index to Exhibits PART IFORWARD-LOOKING STATEMENTSThis Annual Report on Form 10-K, including the “Management's Discussion and Analysis of Financial Condition and Results of Operations,” containsforward-looking statements regarding future events and our future results that are based on our current expectations, estimates, forecasts, and projectionsabout our business, our results of operations, the industry in which we operate and the beliefs and assumptions of our management. Words such as“believe,” “may,” “will,” “estimate,” “continue,” “anticipate,” “would,” “could,” “should,” “intend” and “expect,” variations of these words, and similarexpressions are intended to identify those forward-looking statements. These forward-looking statements are only predictions and are subject to risks,uncertainties and assumptions that are difficult to predict. Therefore, actual results may differ materially and adversely from those expressed in anyforward-looking statements. Factors that might cause or contribute to such differences include, but are not limited to, those discussed in this Report underthe section entitled “Risk Factors” in Item 1A of Part I and elsewhere herein, and in other reports we file with the Securities and Exchange Commission(SEC). While forward-looking statements are based on the reasonable expectations of our management at the time that they are made, you should not relyon them. We undertake no obligation to revise or update publicly any forward-looking statements for any reason, whether as a result of new information,future events or otherwise, except as may be required by law. ITEM 1. BUSINESSOverviewServiceNow is a leading provider of cloud-based solutions that define, structure, manage and automate services across the global enterprise. Byapplying a service-oriented lens to the activities, tasks and processes that comprise day-to-day work life, we help the modern enterprise operate faster and bemore scalable than ever before.Services are any of the varied and frequent transactions across an enterprise between a requester and a provider, such as: a request for a new cell phone;asking about employer benefits; a request to on-board a new employee; reporting a facilities or information technology (IT) problem; or provisioning a newserver or application. These transactions can be internal to the enterprise or with outside parties such as customers, suppliers or partners.Typically, many of these interactions are through email, phone or voicemail and are not systematically tracked or are tracked in spreadsheets or otherdisparate databases. This lack of a single, structured and persistent system to manage all enterprise services reduces efficiencies and limits scalability. Forexample, when services are delivered through email, providers generally have no systematic view into what causes requests and how to reduce or eliminatethem. In addition, the enterprise often gains little insight into team workloads, service quality or how departments are faring against service level agreements.Further, the lack of a single system to manage services within the enterprise can create a fragmentation of tools and databases that is difficult and expensiveto manage, leads to poor communication between departments, and hinders or prevents compliance with reporting and other regulatory obligations.To address these issues, the IT industry has developed a standard framework to define and automate IT services. Among its attributes, this model helpsenterprises define and structure services and workflows, provide an intuitive user experience and knowledge base, implement service delivery, establishservice level agreements and provide analytics. This service model improves IT service quality, efficiency and scalability and is a best practice that can beapplied to other departments throughout the enterprise.In 2004, ServiceNow pioneered the cloud-based delivery of this IT service management model. Today, we provide cloud-based service managementsolutions that address the needs of many departments within an organization including IT, human resources (HR), facilities, field service, marketing, legaland finance. Our service management solutions are built on our proprietary service automation platform that also allows customers to easily create, bythemselves or with our partners, their own service-oriented applications for use in departments across the enterprise. Our solutions, and the custom solutionsbuilt by customers and partners, are empowering enterprises to change the way people work.We also provide business management and IT operations management solutions that facilitate the delivery of services across the enterprise byincreasing visibility, simplifying compliance, improving end-to-end supplier accountability, managing costs and integrating automated workflows.Our software applications are delivered via the Internet, or "cloud", through an easy-to-use, consumer-like interface, which means they can be rapidlydeployed and easily configured.1We market our services to enterprises in a wide variety of industries, including financial services, consumer products, IT services, health care andtechnology. We sell our solutions primarily through direct sales and to a lesser extent through indirect channel sales. We also provide a portfolio ofcomprehensive professional services to customers through our professional services experts and a network of partners.We were incorporated as Glidesoft, Inc. in California in June 2004 and changed our name to Service-now.com in February 2006. In May 2012, wereincorporated into Delaware as ServiceNow, Inc.Key Business BenefitsKey customer benefits of our services include:•Automation. Implementing work through standardized and automated workflows can improve the speed and accuracy of service delivery withinthe enterprise and increase the amount of work completed.•Extensibility and scalability. A common data model and ease of customization and development enable customers to leverage their existingServiceNow implementations to expand into additional service management applications and functionality across the enterprise.•Speed and ease of implementation. A comprehensive set of feature-rich service management applications delivered via the cloud enable rapid andcost-effective implementation of solutions.•Governance and compliance. The consolidation of previously disparate applications enables integrated auditing, governance, transparency andreporting. Powerful reporting features deliver visibility into key costs and service performance, including access to key performance indicators(KPIs), benchmarking and executive dashboards.•User satisfaction. A mobile-enabled, consumerized storefront, with personalized dashboards and reporting, embedded user self-help andcollaboration features, increases user satisfaction and use of service management applications.•Reduced infrastructure requirements. We provide and support an infrastructure designed for high-availability and security and which enables usto simplify the installation and management of software updates.•Expertise. We provide access to highly skilled professional services, training, technical support, and dedicated peer support engagementprograms, including annual user conferences, local user groups, special interest groups, online forums and blogs, collaboration and knowledgesharing for end users, partners and application developers.Our Strategy ServiceNow is changing the way people work by removing dependencies on inefficient manual processes to manage the flow of work within thecorporate environment. Our goal is to be the recognized leader of cloud-based solutions to automate service management across the enterprise. Key elementsof our growth strategy include:Expand our customer base. We believe the global market for next-generation service management is underserved, and we will continue to makeinvestments to capture market share. To expand our customer base, we will invest in our direct sales force and strategic resellers as well as our infrastructureand capacity, including our data center footprint.Further penetrate our existing customer base. We intend to increase the number of subscription licenses purchased by our current customers as theyexpand their use of the ServiceNow solution and deploy additional purchased and custom-built applications to manage more services across the enterprise.Expand internationally. We have eight paired data centers on five continents. We are investing in new geographies, including investment in direct andindirect sales channels, data centers, professional services, customer support and implementation partners. We also plan to increase investment in our existinginternational locations in order to achieve scale efficiencies in our sales and marketing efforts.Continue to innovate and enhance our service offerings. We have made, and will continue to make, significant investments in research anddevelopment to strengthen our existing applications, expand the number of applications on our platform and develop additional automation technologies.We typically offer multiple upgrades each year that allow our customers to benefit from ongoing innovation.2Strengthen our customer community. Our customer community contributes to our success through their willingness to share their ServiceNowexperiences with other potential customers. To support our customer community and encourage collaboration, we host our annual user conference,Knowledge. Also, our ServiceNow Community and Share websites provide an online forum for customers, partners and ServiceNow employees to interact andcollaborate, as well as share custom applications and other ServiceNow platform content. We will continue to leverage our customer community to exposeour existing customers to new use cases and increase awareness of our service management solutions.Develop our partner ecosystem. We intend to further develop our existing partner ecosystem by establishing agreements with strategic resellers, systemintegrators, global service providers and independent software vendors to provide broader customer coverage, access to senior executives and solutiondelivery capabilities, as well as extending the breadth of application coverage through complementary partner offerings.Further promote our extensible platform. Our platform is currently being used by customers to address the needs of various departments within anorganization, including IT, HR, facilities, field service, marketing, legal and finance organizations. We plan to continue to enhance our platform to enable thecreation of business applications.Our Cloud SolutionsService ManagementOur service management solutions help enterprises define services, provide an intuitive service experience, deliver services to requesters, assure serviceavailability and analyze critical service metrics. Although, we provide applications specific to IT, HR, facilities and field services, our service managementsolutions are also utilized by marketing, legal and finance departments looking to manage services in the contemporary workplace. Each of these solutionsincludes the foundational capabilities of Incident Management, Problem Management, Change Management, Request Management and Cost Management.Service Catalog and Knowledge Base are other capabilities included within our service management solutions that allow organizations to offer easy-to-usesolutions that offer a user experience more consistent with that of consumer-oriented applications outside of the enterprise. Employees can now use a singlesystem of engagement to request services such as benefit information from HR, collateral from marketing, contract reviews from legal or purchase orders fromfinance.IT Service Management solutions give IT managers and administrators end-to-end visibility into processes and infrastructure through a single systemof record for IT. This enables IT to consolidate and automate service management processes, increase efficiency, lower costs and devote more time to creatingand delivering the consumer-like experiences that users expect.HR Service Management solutions help HR professionals focus their resources on strategic priorities. Using ServiceNow, HR can create a system ofengagement for the enterprise that complements existing HR applications.Facilities Service Management solutions help facilities teams reduce the burden of reactive, day-to-day operations and increase productivity, optimizeresource utilization, reduce costs and align services with company priorities.Field Service Management solutions ensure that work orders are assigned to the right person, with the right inventory and tools, at the right time.Companies can replace spreadsheets, email and homegrown management tools with a single system of engagement that delivers efficient, fast and effectiveservices.IT Operations ManagementOur IT Operations Management solutions consolidate resource data, including virtualized and cloud infrastructure environment data, into a singlesystem of record. This enables IT to see how resources are performing at all times, automate key processes and take a business-centric approach to servicemapping, delivery and assurance.Service Mapping solutions, including ServiceWatch and Discovery, inspect and discover services in operation and map their relationships anddependencies across the technology infrastructure to ensure that IT has visibility into impact that changes in the infrastructure could have on those services.Service Delivery solutions, including Orchestration, Configuration Automation, Configuration Management, and Cloud Provisioning, speed up andautomate the delivery of infrastructure and services for the business.3Service Assurance solutions, including Event Management, combine the capabilities of event management with analytics to assure business serviceperformance and availability.Business ManagementOur Business Management solutions help enterprises manage costs, projects, compliance and vendors. Our solutions consolidate business data into asingle system of record, enabling enterprises to more effectively align investments, utilize resources, automate management of projects, ensure regulatorycompliance and manage business relationships.Financial Management provides a way for IT to gain insight into spending by mapping actual costs to consumption or usage across business services,applications, projects and infrastructure. It allows chief information officers (CIOs) to ensure IT costs are correctly aligned to business goals.Project Portfolio Suite provides the capabilities to plan, organize and manage projects, including associated tasks and resources. Demand Managementcentralizes strategic requests from the business and streamlines the investment decision process for new products and services. Software DevelopmentLifecycle provides the capabilities to manage the software development and maintenance process, from product inception to deployment.Governance, Risk and Compliance (GRC) provides clarity into compliance and audit initiatives, helps companies mitigate compliance exposure, andautomates the work of organizations rising to the challenge of complex regulatory environments.Vendor Performance Management helps customers manage, evaluate and compare vendors based on predefined criteria.Performance Analytics helps improve services and processes across the enterprise by providing actionable insights on a daily basis.Application DevelopmentServiceNow's CreateNow Development Suite reduces the complexities and inefficiencies of developing applications for service management. Using ourpre-built templates optimized for service management applications, departments across the enterprise, such as legal, marketing, HR and finance, can quicklybuild, test and publish customer-specific service management applications such as request processing, events management and rebate processing.Comprehensive Services We offer a portfolio of comprehensive services that help ensure customer success. These offerings include Professional Services, Education Services andCustomer Support.Professional Services. Through an ecosystem of ServiceNow and partner resources, we provide professional services that advise and assist customerswith implementation and drive value realization of the ServiceNow platform.Education Services. We offer extensive training services and a certification program for different levels of ServiceNow expertise. Our training portfoliois customized for various skill levels and individual schedules.Customer Support. Customers receive free support 24 hours a day, seven days a week, from technical resources located in Orlando, San Diego and SantaClara in the United States, as well as internationally in Amsterdam, London, and Sydney. We also offer self-service technical support through our supportportal, which provides access to documentation, knowledge base, online support forums and online incident filing. Our TechnologyWe designed our cloud-based service to support global enterprises. The architecture, design, deployment and management of our services are focusedon: Scalability. Our services are designed to support concurrent user sessions within a global enterprise. We process billions of record-producingtransactions per month and manage multiple petabytes of data across our customer base while optimizing transaction processing time. 4Availability. Our customers are highly dependent on our services for the day-to-day operations of their IT infrastructure. Our services are designed as an“always on” solution. Security and Compliance. We employ a number of technologies, policies and procedures designed to protect customer data. We offer services that havereceived SSAE 16 (SOC 1 Type 1 and Type 2), SOC 2 and ISO 27001 third-party attestation. Our U.S. federal services have received a FISMA ModerateAuthorization (ATO) attestation that can be used by our U.S. federal customer base. Additionally, our data center providers have received an ISO27001 orSSAE 16 attestation or equivalent.We have a standardized Java-based development environment with the majority of our software written in industry standard software programminglanguages. We also use Web2.0 technologies like HTTPS and XML that give users an intuitive and familiar experience. Our infrastructure primarily consistsof industry standard servers and network components. Our standard operating system and database are Linux and MySQL, respectively. The system is alsohighly portable and has been deployed across multiple environments including Microsoft Windows and Oracle databases.Unlike many cloud vendors where most customers run on shared infrastructure servers and databases, we operate a unique architecture that provideseach customer with their own dedicated application and database processes. This reduces the risk associated with infrastructure outages, improves systemscalability and security, and allows for flexibility in deployment location and version upgrading. We are also investing in enhancements to our cloudinfrastructure, which are designed to provide all our customers with increased data reliability and availability. For an increased subscription fee, we offer our customers the option to be deployed on dedicated hardware in our data centers. In limited circumstances,we grant certain customers the right to deploy our subscription service on the customers' own servers. Our architecture gives us the added flexibility to deployour service on-premises at a customer data center in order to support regulatory or security requirements. When our software is installed on-premises, wedefine the hardware requirements that the customers must install and manage. We then work with the customers to remotely install the service and provideongoing customer support similar to the way we support customer instances deployed in our own managed data centers.Sales and Marketing We sell our services primarily through our global direct sales organization. We also sell our services indirectly through third- party channels bypartnering with systems integrators, managed services providers and resale partners, particularly in less developed markets. In the past year, we madesignificant investments in direct sales in many markets outside of the United States, and we intend to continue to invest in our direct sales force globally. Our marketing efforts and lead generation activities consist primarily of customer referrals, Internet advertising, trade shows, industry events and pressreleases. We also host our annual Knowledge global user conference, and webinars where customers and partners both participate in and present a variety ofprograms designed to help accelerate marketing success with our services and platform.We are investing in new geographies, including investment in direct and indirect sales channels, professional services capabilities, customer supportresources and implementation partners. In addition to adding new geographies, we also plan to increase our investment in our existing locations in order toachieve scale efficiencies in our sales and marketing efforts.Customers We primarily market our services to large enterprise customers. We have proven scalability supporting large enterprise-wide deployments. As ofDecember 31, 2014, we had 2,725 customers, including more than 25% of the Global 2000, an annual ranking of the top 2000 public companies in the worldby Forbes magazine. Our customers operate in a wide variety of industries, including financial services, consumer products, IT services, health care andtechnology. No single customer accounted for more than 10% of our revenue for any of the periods presented.BacklogBacklog represents future amounts to be invoiced under our existing agreements and is not included in deferred revenue. As of December 31, 2014 and2013, we had backlog of approximately $956 million and $608 million, respectively. We expect backlog will change from period to period for severalreasons, including the timing and duration of customer subscription and professional services agreements, varying billing cycles of subscription agreements,and the timing of customer renewals.5Financial Information about Segments and Geographic AreasWe manage our operations and allocate resources as a single reporting segment. For information regarding our revenue, revenue by geographic area andlong-lived assets by geographic area, please refer to Note 2 and Note 19 in the notes to our consolidated financial statements included elsewhere in thisAnnual Report on Form 10-K. For financial information about our segment, please refer to the section entitled “Management's Discussion and Analysis ofFinancial Condition and Results of Operations” in Item 7 of Part II and to our consolidated financial statements and the related notes thereto includedelsewhere in this Annual Report on Form 10-K. For information regarding risks associated with our international operations, please refer to the sectionentitled “Risk Factors” in Item 1A of Part I in this Annual Report on Form 10-K.Data Center Operations We currently run our services from data centers located in Australia, Brazil, Canada, Hong Kong, the Netherlands, Singapore, Switzerland, the UnitedKingdom, and the United States. Our data centers operate in a mirrored configuration to provide high availability. We plan to add data centers, or expand ourexisting data center operations, as required to meet regulatory requirements and accommodate growth. Research and Development Our research and development organization is responsible for the design, development, testing and certification of our software solutions. We focus ondeveloping new services and core technologies and further enhancing the functionality, reliability, performance and flexibility of existing solutions. Wefocus our efforts on anticipating customer demand and then bringing new services and new versions of existing services to market quickly in order to remaincompetitive in the marketplace. We have made, and will continue to make, significant investments in research and development to strengthen our existingapplications, expand the number of applications on our platform and develop additional automation technologies. Total research and development expensewas $148.3 million, $78.7 million, and $39.3 million for the years ended in December 31, 2014, 2013 and 2012, respectively.Competition The markets in which we compete to manage service across the enterprise are fragmented, rapidly evolving and highly competitive, with relatively lowbarriers to entry. As the market for service management matures, we expect competition to intensify. We face competition from in-house solutions, largeintegrated systems vendors, and established and emerging cloud and software vendors. Our competitors vary in size and in the breadth and scope of theproducts and services offered. Our primary competitors include BMC Software, Inc., CA, Inc., Hewlett-Packard Company and International BusinessMachines Corporation. Further, other potential competitors not currently offering competitive products may expand their services to compete with ourservices. Moreover, as we expand the breadth of our services to include offerings for service domains outside of IT, and offerings for small and medium sizedbusinesses, we face and will face additional competition from platform vendors including Salesforce.com and from application development vendors focusedon these other markets.The principal competitive factors in our industry include total cost of ownership, product functionality, breadth of offerings, flexibility andperformance. We believe that we compete favorably with our competitors on each of these factors. However, our competitors may be able to respond morequickly and effectively than we can to new or changing opportunities, technologies, standards and customer requirements. An existing competitor or newentrant could introduce new technology that reduces demand for our services. In addition, some of our competitors offer their products or services at a lowerprice, which has resulted in pricing pressures. Some of our larger competitors have the operating flexibility to bundle competing products and services withother software offerings, including offering them at a lower price as part of a larger sale.Intellectual Property We rely upon a combination of copyright, trade secret and trademark laws and contractual restrictions, such as confidentiality and license agreements,to establish and protect our proprietary rights. In addition, we are seeking patent protection for our technology. We pursue the registration of our domainnames and trademarks and service marks in the United States and in certain locations outside the United States. 6Despite our efforts to protect our proprietary rights, unauthorized parties may attempt to copy or obtain and use our technology to develop products andservices that provide features and functionality that are similar to our service offerings. Policing unauthorized use of our technology is difficult. The laws ofthe countries in which we market our services may offer little or no effective protection of our proprietary technology. Our competitors could alsoindependently develop services equivalent to ours, and our intellectual property rights may not be broad enough for us to prevent competitors from doing so.Reverse engineering, unauthorized copying or other misappropriation of our proprietary technology could enable third parties to benefit from ourtechnology without paying us for it, which would significantly harm our business.Companies in our industry own large numbers of patents, copyrights, trademarks, and trade secrets and frequently enter into litigation based onallegations of infringement, misappropriation or other violations of intellectual property or other rights. We currently face, and we expect we will face in thefuture, allegations that we have infringed the trademarks, copyrights, patents, trade secrets and other intellectual property rights of third parties, including ourcompetitors and non-practicing entities. As we face increasing competition and as our business grows, we will likely face more claims of infringement. Forexample, on February 6, 2014, Hewlett-Packard Company filed a lawsuit against us in the U.S. District Court for the Northern District of California thatalleges that some of our services infringe the claims of eight of Hewlett-Packard's patents. Hewlett-Packard is seeking unspecified damages and an injunction.On September 23, 2014, BMC Software, Inc. filed a lawsuit against us in the U.S. District Court for the Eastern District of Texas that alleges that some of ourservices willfully infringe the claims of seven of BMC’s patents. BMC is seeking unspecified damages and an injunction. For additional information, see thesections entitled "Risk Factors" in Item 1A and "Legal Proceedings" in Item 3 of Part I in this Annual Report. Employees As of December 31, 2014, we had 2,826 full-time employees worldwide, including 894 in operations, professional services, training and customersupport, 1,011 in sales and marketing, 585 in research and development and 336 in general and administrative roles. None of our U.S. employees isrepresented by a labor union with respect to his or her employment. Employees in certain European countries have the benefits of collective bargainingarrangements at the national level. We have not experienced any work stoppages and we believe our relations with our employees to be good.Available InformationYou can obtain copies of our Annual Report on Form 10-K, Quarterly Reports on Form 10-Q, Current Reports on Form 8-K, and other filings with theSEC, and all amendments to these filings, free of charge from our website at www.servicenow.com as soon as reasonably practicable following our filing ofany of these reports with the SEC. The public may read and copy any materials we have filed with the SEC at the SEC’s Public Reference Room at 100 FStreet, NE, Room 1580, Washington, DC 20549. The public may obtain information on the operation of the Public Reference Room by calling the SEC at 1-800-SEC-0330. The SEC maintains an Internet site that contains reports, proxy and information statements and other information regarding issuers that fileelectronically with the SEC at www.sec.gov. The contents of these websites are not incorporated into this filing and our references to the URLs for thesewebsites are intended to be inactive textual references only.7ITEM 1A. RISK FACTORS We have identified the following risks and uncertainties that may have a material adverse effect on our business, financial condition, results ofoperations and future prospects. Our business could be harmed by any of these risks. The trading price of our common stock could decline due to any ofthese risks, and you may lose all or part of your investment. In assessing these risks, you should also refer to the other information contained in this AnnualReport on Form 10-K, including our consolidated financial statements and related notes. Risks Related to Our Business and IndustryWe expect our revenue growth rate to decline, but we may not accurately predict the rate or magnitude of such decline. Our capacity is largely driven byproduction factors such as facilities, data centers and a trained workforce that require long term investments and expense commitments which we cannoteasily adjust in the short term. As our costs increase, we may not be able to generate sufficient revenue to generate or sustain profitability or positive cashflow from operations. From the year ended June 30, 2009 to the year ended December 31, 2014, our revenues grew from $19.3 million to $682.6 million. We expect that ourrevenue growth rate will continue to decline into the foreseeable future. We also expect our costs to increase in future periods as we continue to invest in ourcapacity in order to support anticipated growth. These investments may not result in increased revenues or growth in our business. Even if our revenuecontinues to increase, we expect to continue to incur a generally accepted accounting principles (GAAP) loss during future periods due to increased costssuch as non-cash charges associated with equity awards and business combinations and other expenses. Additionally, we may encounter unforeseenoperating expenses, difficulties, complications, delays and other unknown factors that may result in increased costs. As a result, we may not be able toachieve or maintain profitability and we may be unable to generate positive cash flow from operations. If we fail to grow our revenues sufficiently to keeppace with our growing investments and other expenses, our operating results will be harmed.Our quarterly results may fluctuate, and if we fail to meet the expectations of analysts or investors or our previously issued financial guidance, or if anyforward-looking financial guidance we give does not meet the expectation of analysts or investors, our stock price could decline substantially. Our quarterly financial results may fluctuate as a result of a variety of factors, many of which are outside of our control. If our quarterly financial results fallbelow the expectations of investors or any securities analysts who follow our stock, or we fail to meet or exceed any forward-looking financial guidance wehave issued, or if any forward-looking financial guidance we give is below the expectations of investors or any securities analysts who follow our stock, theprice of our common stock could decline substantially. Some of the important factors that may cause our revenues, operating results and cash flows tofluctuate from quarter to quarter, or which could impact any forward-looking financial guidance we give for any period, include: •our ability to retain and increase sales to existing customers, attract new customers and satisfy our customers’ requirements;•the number of new employees added;•the rate of expansion and productivity of our sales force;•the cost, timing and management effort for our development of new services;•the length of the sales cycle for our services;•changes in our pricing policies, whether initiated by us or as a result of competition;•the amount and timing of operating costs and capital expenditures related to the operation and expansion of our business;•significant security breaches, technical difficulties or interruptions of our services;•new solutions, products or changes in pricing policies introduced by our competitors;•changes in foreign currency exchange rates;•changes in effective tax rates;•general economic conditions that may adversely affect either our customers’ ability or willingness to purchase additional subscriptions, delay aprospective customer’s purchasing decision, reduce the value of new subscription contracts or affect renewal rates;•seasonality in terms of when we enter into customer agreements for our services;•changes in the average duration of our customer agreements;•changes in our renewal and upsell rates;•the timing of customer payments and payment defaults by customers;•extraordinary expenses such as litigation costs or damages, including settlement payments;•the impact of new accounting pronouncements;•changes in laws or regulations impacting the delivery of our services; and•the amount and timing of stock awards and the related financial statement expenses.8Many of these factors are outside of our control, and the occurrence of one or more of them might cause our operating results to vary widely. As such,we believe that quarter-to-quarter comparisons of our revenues, operating results and cash flows are not meaningful and should not be relied upon as anindication of future performance.We face cyber-security risks, including but not limited to, unauthorized use or disclosure of customer data, theft of proprietary information, denial ofservice attacks, loss or corruption of customer data, and computer hacking attacks. If any of these risks occur, our reputation may be harmed, our servicesmay be perceived as not secure, we may lose prospective customers, existing customers may curtail or stop using our services, our ability to operate ourbusiness may be impaired, and we may incur significant liabilities.Our operations involve the storage, transmission and processing of our customers’ confidential, proprietary and sensitive information including in somecases personally identifiable information, protected health information, proprietary intellectual property and credit card and other sensitive financialinformation. We do not control or monitor the information that customers process in our services, we are unaware of the type, sensitivity and value of thecustomer information processed in our services and we do not vary our service offering and security measures due to the content of customer data. We havelegal and contractual obligations to protect the confidentiality and appropriate use of customer data. Cyber-security risks, including but not limited to,unauthorized use or disclosure of customer data, theft of proprietary information, denial of service attacks, loss or corruption of customer data, and computerhacking attacks could expose us to substantial litigation expenses and damages, indemnity and other contractual obligations, government fines andpenalties, mitigation expenses and other liability. Additionally, unauthorized persons may obtain access to our own sensitive, proprietary or confidentialinformation or systems including our intellectual property and other confidential business information and our information technology systems. Such accesscould be used to compromise our competitive position, our ability to deliver our services or our ability to manage and operate our business. The securitymeasures protecting our customers' and our own information and systems could be breached as a result of third party action, employee error or employeemisconduct. Because techniques used to obtain unauthorized access to, or to sabotage systems change frequently and generally are not recognized untilsuccessfully launched against a target, we may be unable to anticipate these techniques or to implement adequate preventative measures. If an actual orperceived breach of our security occurs, we could suffer severe reputational damage adversely affecting customer or investor confidence, the marketperception of the effectiveness of our security measures could be harmed, we could lose potential sales and existing customers, our ability to operate ourbusiness may be impaired, we may be subject to litigation or regulatory investigations or orders, and we may incur significant liabilities. We do not haveinsurance sufficient to compensate us for the potentially significant losses that may result from security breaches.Disruptions in our services could damage our customers’ businesses, subject us to substantial liability and harm our reputation and financial results.Our customers use our services to manage important aspects of their businesses, and any disruptions in our services could damage our customers'businesses, subject us to substantial liability and harm our reputation and financial results. From time to time, we have found defects in our services, and newdefects may be detected in the future. We provide regular updates to our services, which frequently contain undetected defects when first introduced orreleased. Defects may also be introduced by our use of third-party software, including open source software. Disruptions may also result from errors we makein delivering, configuring, or hosting our services, or designing, installing, expanding or maintaining our cloud infrastructure. Disruptions in service can alsoresult from incidents that are outside of our control. We currently serve our customers primarily using equipment managed by us and co-located in third-partydata center facilities operated by several different providers located around the world. These centers are vulnerable to damage or interruption fromearthquakes, floods, fires, power loss and similar events. They may also be subject to break-ins, sabotage, intentional acts of vandalism and similarmisconduct, equipment failure and adverse events caused by operator error. We cannot rapidly switch to new data centers or move customers from one datacenter to another in the event of any adverse event. Despite precautions taken at these facilities, problems at these facilities could result in lengthyinterruptions in our services and the loss of customer data. In addition, our customers may use our services in ways that cause disruptions in service for othercustomers. Our reputation and business will be harmed if our customers and potential customers believe our services are unreliable. Disruptions in ourservices may reduce our revenues, cause us to issue credits or pay penalties, subject us to claims and litigation, cause our customers to delay payment orterminate or fail to renew their subscriptions, and adversely affect our ability to attract new customers. The occurrence of payment delays, or service credit,warranty, termination for material breach or other claims against us, could result in an increase in our bad debt expense, an increase in collection cycles foraccounts receivable, an increase to our warranty provisions or service level credit accruals or other increased expenses or risks of litigation. We do not haveinsurance sufficient to compensate us for the potentially significant losses that may result from claims arising from disruptions in our services.9We depend on our senior management team and if we lose key employees or are unable to attract and retain the employees we need to support ouroperations and growth, our business could be harmed.Our success depends largely upon the continued services of our management team and many key individual contributors. From time to time, there maybe changes in our management team resulting from the hiring or departure of employees, which could disrupt our business. Our employees are generallyemployed on an at-will basis, which means that our employees could terminate their employment with us at any time. The loss of one or more members of ourmanagement team or other key employees could have a serious impact on our business. In the technology industry, there is substantial and continuouscompetition for engineers with high levels of experience in designing, developing and managing software and Internet-related solutions, as well ascompetition for sales executives and operations personnel. We may not be successful in attracting and retaining qualified personnel. We have from time totime experienced, and we expect to continue to experience, difficulty in hiring and retaining highly skilled employees with appropriate qualifications. Inparticular, competition for experienced software and cloud-based infrastructure engineers in the San Francisco Bay area, San Diego, Seattle, London andAmsterdam, our primary operating locations, is intense. If we fail to attract new personnel or fail to retain and motivate our current personnel, our businessand future growth prospects could be harmed.If we are not able to enhance our existing service, develop new applications and promote our services for the development of custom applications, ourbusiness and operating results could be harmed. Our ability to attract new customers and increase revenues from existing customers depends on our ability to enhance our services and provide it in away that is broadly accepted. In particular, we need to continuously modify and enhance our services to keep pace with changes in user expectations,including increased demand for intuitive and attractive user interfaces, Internet software practices, and communication, database, hardware and securitytechnologies. In addition, we must effectively make our services available in additional ways, including on mobile devices. If we are unable to respond in atimely and cost-effective manner to these rapid developments, our services may become less marketable and less competitive or obsolete. Our success alsodepends on our ability to develop new applications and promote our services for the development of custom applications. We derive a substantial majority ofour revenue from subscriptions to our suite of applications for use within IT, and we expect this will continue for the foreseeable future. We are expanding thebreadth of our services to include offerings for service domains outside of IT and offerings for small and medium-sized businesses. The success of anyenhancement or new application, and the success of our efforts to promote the use of our services for development of custom applications, depends on severalfactors, including timely completion, adequate quality testing, introduction and market acceptance. Any new service that we develop may not be introducedin a timely or cost-effective manner, may not be priced appropriately, and may not achieve the broad market acceptance necessary to generate significantrevenues. For instance, from time to time we have changed the way that we price and package our services, and we anticipate that we will continue to makeperiodic adjustments to our pricing and packaging in the future, and prospective or existing customers may not accept any new pricing or services packagingwe have adopted or may adopt in the future. In addition, sales of new services may erode sales of our existing similar services. If we are unable to enhance ourexisting service, successfully develop new applications or promote the use of our services for the development of custom applications, our business andoperating results could be harmed.We may not timely and effectively scale and adapt our technology to meet our customers’ performance and other requirements. Our future growth is dependent upon our ability to continue to meet the expanding needs of our customers as their use of our services grows. We expectthe number of users and transactions we manage, the amount of data we transfer, process and store, the number of locations from which our services are beingaccessed, and the number of processes and systems we manage to continue to grow. In the past, a few of our largest customers experienced reduced levels ofavailability, performance and functionality due to the scale at which they implemented our services. In order to meet the performance and other requirementsof our customers, we intend to continue making significant investments to develop and implement new technologies in our services and cloud-basedinfrastructure operations. These technologies, which include databases, applications and server optimizations, network and hosting strategies, andautomation, are often advanced, complex, new and untested. We may not be successful in developing or implementing these technologies. In addition, ittakes a significant amount of time to plan, develop and test improvements to our technologies and infrastructure, and we may not be able to accuratelyforecast demand or predict the results we will realize from such improvements. We are also dependent upon open source and other third-party technologiesand may be unable to quickly effect changes to such technologies, which may prevent us from rapidly responding to evolving customer requirements. To theextent that we do not effectively scale our services and operations to meet the growing needs of our customers, we may not be able to grow as quickly as weanticipate, our customers may reduce or cancel use of our services, we may be unable to compete effectively and our business and operating results may beharmed. 10The markets in which we participate are intensely competitive, and if we do not compete effectively, our operating results could be harmed. The markets in which we compete to manage services across the enterprise are fragmented, rapidly evolving and highly competitive, with relatively lowbarriers to entry. As the market for service management matures, we expect competition to intensify. We face competition from in-house solutions, largeintegrated systems vendors, and established and emerging cloud and software vendors. Our competitors vary in size and in the breadth and scope of theproducts and services offered. Many of our competitors and potential competitors are larger, have greater name recognition, longer operating histories, moreestablished customer relationships, larger marketing budgets and greater resources than we do. Our primary competitors include BMC Software, Inc., CA, Inc.,Hewlett-Packard Company and International Business Machines Corporation. Further, other potential competitors not currently offering competitiveproducts may expand their services to compete with our services. Moreover, as we expand the breadth of our services to include offerings for service domainsoutside of IT, and offerings for small and medium sized businesses, we will face additional competition from platform vendors including Salesforce.com, Inc.and from application development vendors focused on these other markets. Our competitors may be able to respond more quickly and effectively than we canto new or changing opportunities, technologies, standards and customer requirements. An existing competitor or new entrant could introduce newtechnology that reduces demand for our services. In addition to product and technology competition, we face pricing competition. Some of our competitorsoffer their products or services at a lower price, which has resulted in pricing pressures. Some of our larger competitors have the operating flexibility tobundle competing products and services with other software offerings, including offering them at a lower price as part of a larger sale. For all of these reasons,we may not be able to compete successfully and competition could result in reduced sales, reduced margins, losses or the failure of our services to achieve ormaintain market acceptance, any of which could harm our business.We may acquire or invest in companies, which may divert our management’s attention, and result in additional dilution to our stockholders. We may beunable to integrate acquired businesses and technologies successfully or achieve the expected benefits of such acquisitions or investments. We have acquired companies in the past and may evaluate and consider potential strategic transactions, including acquisitions of, or investments in,businesses, technologies, services, products and other assets in the future. We also may enter into relationships with other businesses to expand our serviceofferings or our ability to provide services in international locations, which could involve preferred or exclusive licenses, additional channels of distribution,discount pricing or investments in other companies. An acquisition, investment or business relationship may result in unforeseen operating difficulties andexpenditures. In particular, we may encounter difficulties assimilating or integrating the businesses, technologies, products, personnel or operations of theacquired companies, particularly if the key personnel of the acquired company choose not to work for us, their technology is not easily adapted to work withours, or we have difficulty retaining the customers of any acquired business due to changes in ownership, management or otherwise. Negotiating these transactions can be time-consuming, difficult and expensive, and our ability to close these transactions may often be subject toconditions or approvals that are beyond our control. Consequently, these transactions, even if undertaken and announced, may not close. For one or more ofthose transactions, we may: •issue additional equity securities that would dilute our stockholders;•use cash that we may need in the future to operate our business;•incur debt on terms unfavorable to us or that we are unable to repay;•incur large charges or substantial liabilities;•encounter difficulties retaining key employees of the acquired company or integrating diverse technologies, software or business cultures; and•become subject to adverse tax consequences, substantial depreciation or deferred compensation charges.Acquisitions may also disrupt our business, divert our resources and require significant management attention that would otherwise be available fordevelopment of our existing business. Moreover, the anticipated benefits of any acquisition, investment or business relationship may not be realized or wemay be exposed to unknown risks or liabilities. For example, in July 2014 we completed the acquisition of a privately-held company based in Israel, NeebulaSystems Ltd., or Neebula. To succeed with this acquisition, we need to successfully retain Neebula’s key personnel and implement Neebula’s technology onthe ServiceNow platform. We may experience difficulties in this integration due to differences in operations, technology and culture between ServiceNowand Neebula, and other challenges associated with operating a business in a geography in which we did not previously have substantial engineeringoperations and which is currently involved in regional conflicts.11If the market for our technology delivery model develops more slowly than we expect, our growth may slow or stall, and our operating results would beharmed. Use of cloud-based applications to automate and manage service relationships is at an early stage. We do not know whether the trend of adoption ofenterprise cloud-based solutions we have experienced in the past will continue in the future. In particular, many organizations have invested substantialpersonnel and financial resources to integrate legacy software into their businesses over time, and some have been reluctant or unwilling to migrate to cloud-based solutions. Furthermore, some organizations, particularly large enterprises upon which we are dependent, have been reluctant or unwilling to use cloud-based solutions because they have concerns regarding the risks associated with the security of their data, the physical location of data centers in which theirdata is stored and processed, and the reliability of the technology delivery model associated with these solutions. It is possible that various governmentaljurisdictions around the world in which we compete will adopt laws regarding access to, the processing of, or the location of storage of, data that prevents orimposes prohibitively expensive hurdles for us to provide our cloud-based solutions to enterprises within such jurisdictions. In addition, if either we or othercloud-based providers experience security incidents, loss of customer data, disruptions in delivery or other problems, the market for cloud-based solutions asa whole, including our services, will be negatively impacted. If the adoption of cloud-based solutions does not continue, the market for these solutions maystop developing or may develop more slowly than we expect, either of which would harm our operating results.Failure to effectively expand our sales and marketing capabilities could harm our ability to increase our customer base and achieve broader marketacceptance of our services. Increasing our customer base and achieving broader market acceptance of our services will depend, to a significant extent, on our ability to effectivelyexpand our sales and marketing operations and activities. We are substantially dependent on our direct sales force to obtain new customers. From December31, 2013 to December 31, 2014, our sales and marketing organization increased from 615 to 1,011 employees. We plan to continue to expand our direct salesforce both domestically and internationally. There is significant competition for direct sales personnel with the sales skills and technical knowledge that werequire. Our ability to achieve significant revenue growth in the future will depend, in large part, on our success in recruiting, training and retaining asufficient number of direct sales personnel and we may be unable to hire or retain sufficient numbers of qualified individuals. Further, new hires requiresignificant training and time before they achieve full productivity, particularly in new sales territories and our recent hires and planned hires may not becomeas productive as quickly as we plan, or at all. Moreover, we do not have significant experience as an organization developing and implementing overseassales and marketing campaigns, and such campaigns may be expensive and difficult to implement, and we may be unable to attract and retain qualifiedpersonnel to conduct such campaigns. Our business will be harmed if our expansion efforts do not generate a significant increase in revenues.Our growth depends in part on the success of our strategic relationships with third parties and their continued performance. We depend on various third parties, such as implementation partners, systems integrators, managed services providers and sales partners in order togrow our business. Our sales efforts have focused on large enterprise customers and there are a limited number of partners with the capacity to provide thesecustomers a significant level of services. In order to continue our growth, we need to recruit these partners and these partners need to devote substantialresources to our solutions. Accordingly, we need to build services, implement partner programs, and provide training and other resources to recruit, retain andenable these partners. Our agreements with partners are typically non-exclusive and do not prohibit them from working with our competitors or from offeringcompeting solutions. Our competitors may be effective in providing incentives to our partners to favor their solutions or otherwise disrupt the relationshipswe have with our partners. In addition, global economic conditions could harm the businesses of our partners, and it is possible that they may not be able todevote the additional resources we expect to the relationship. If we are unsuccessful in establishing or maintaining our relationships with these third parties,our ability to compete in the marketplace or to grow our revenues could be impaired and our operating results would suffer. As we expand the breadth of ourservices to include offerings for service domains outside of IT, and offerings for small and medium sized businesses, we may need to establish relationshipswith additional sales and implementation partners. Further, reliance on third parties exposes us to risk of poor performance and failed customer expectations.If a customer is not satisfied with the quality of work performed by a third party, we could incur additional costs to address the situation, the profitability ofthat work might be impaired, and the customer’s dissatisfaction could damage our reputation or ability to obtain additional revenues from that customer orprospective customers.12Our business depends substantially on our existing customers purchasing additional subscriptions from us, and renewing their subscriptions uponexpiration of the subscription term. Any decline in customer additional purchases or renewals would harm our operating results. In order for us to maintain or improve our operating results, it is important that our existing customers expand their use of our service by adding newusers and new applications of our service across the enterprise, and renew their subscriptions upon expiration of the subscription contract term. Our customershave no obligation to renew their subscriptions, and our customers may not renew subscriptions with a similar contract period or with the same or a greaternumber of users. Although our renewal rates have historically been high, some of our customers have elected not to renew their agreements with us and wecannot accurately predict renewal rates. Moreover, in some cases, some of our customers have the right to cancel their agreements prior to the expiration ofthe term. Our renewal rates may decline or fluctuate as a result of a number of factors, including our customers' satisfaction with our subscription service,professional services, customer support, or prices, the prices of competing solutions, mergers and acquisitions affecting our customer base, the effects ofglobal economic conditions, or reductions in our customers’ spending levels. Our growth also depends in part on our ability to sell more subscriptions andadditional professional services to our current customers. If our customers do not renew their subscriptions, renew on less favorable terms or fail to add moreauthorized users or fail to purchase additional professional services, our revenues may decline, and our operating results would be harmed.Because our sales efforts are targeted at large enterprise customers, we face longer sales cycles, substantial upfront pre-sales costs and less predictabilityin completing some of our sales. If our sales cycle lengthens, or if our sales investments do not result in sufficient sales, our operating results could beharmed. We target our sales efforts at large enterprise customers. Because these customers are often making an enterprise-wide decision to deploy our services,sometimes on a global basis, we face long sales cycles, complex customer requirements, substantial upfront pre-sales costs and less predictability incompleting some of our sales. Our sales cycle is generally six to nine months, but is variable and difficult to predict and can be much longer. Largeenterprises often undertake a prolonged evaluation of our services, including whether they need professional services performed by us or a third party fortheir service management needs, and a comparison of our services to products offered by our competitors. Some of our large enterprise customers initiallydeploy our services on a limited basis, with no guarantee that these customers will deploy our services widely enough across their organization to justify oursubstantial pre-sales investment. If our sales cycle lengthens or our substantial upfront pre-sales investments do not result in sufficient subscription revenuesto justify our investments, our operating results could be harmed.We may be unable to develop or obtain intellectual property that provides us with a competitive advantage or prevent third parties from infringing upon ormisappropriating our intellectual property. Defending our intellectual property may result in substantial expenses that harm our operating results.Our success depends to a significant degree on our ability to protect our proprietary technology and our brand. We rely on a combination of copyright,trademark, trade secret and other intellectual property laws and confidentiality procedures to protect our proprietary rights. We have recently begun to seekpatent protection for our technology. We may not be successful in obtaining patent protection, and any patents issued in the future may not provide us withcompetitive advantages, or may be successfully challenged by third parties. Furthermore, legal standards relating to the validity, enforceability and scope ofprotection of intellectual property rights are uncertain. Any of our intellectual property rights may be challenged by others or invalidated throughadministrative process or litigation. Effective patent, trademark, copyright and trade secret protection may not be available to us in every country in whichour services are available. The laws of some foreign countries may not be as protective of intellectual property rights as those in the United States, andmechanisms for enforcement of intellectual property rights may be inadequate. We may be required to spend significant resources to monitor and protect ourintellectual property rights. We have, and in the future may, initiate claims or litigation against third parties for infringement of our proprietary rights or toestablish the validity of our proprietary rights. Any litigation, whether or not it is resolved in our favor, could result in significant expense to us, divert theefforts of our technical and management personnel and may result in counter-claims with respect to infringement of intellectual property rights by us. If weare unable to prevent third parties from infringing upon or misappropriating our intellectual property, or are required to incur substantial expenses indefending our intellectual property rights, our business and operating results may be harmed.We have been, and may in the future be, sued by third parties for alleged infringement of their proprietary rights. There is considerable patent and other intellectual property development activity in our industry. Our success depends in part on not infringing uponthe intellectual property rights of others. We may be unaware of the intellectual property rights of others that may cover some or all of our technology orservices. From time to time, our competitors or other third parties may claim that we are infringing upon their intellectual property rights, and we may befound to be infringing upon such rights.13 For example, on February 6, 2014, Hewlett-Packard Company filed a lawsuit against us in the U.S. District Court for the Northern District of Californiathat alleges that some of our services infringe the claims of eight of Hewlett-Packard's patents. Hewlett-Packard is seeking unspecified damages and aninjunction. We filed an answer to the complaint on March 28, 2014 denying the allegations and asserting various affirmative defenses. The court held casemanagement conferences on June 26, 2014, September 4, 2014 and February 5, 2015. The parties are currently conducting discovery. Hewlett-Packard servedinfringement contentions on July 3, 2014 and November 18, 2014. We served invalidity contentions on January 9, 2015. A claim construction hearing isscheduled for June 12, 2015. Trial is currently scheduled to begin on May 16, 2016. We have filed petitions for inter partes review of all eight assertedpatents with the United States Patent and Trademark Office.On September 23, 2014, BMC Software, Inc. filed a lawsuit against us in the U.S. District Court for the Eastern District of Texas that alleges that some ofour services willfully infringe the claims of seven of BMC’s patents. BMC is seeking unspecified damages and an injunction. Motions to dismiss and transfervenue are currently pending. BMC served infringement contentions on January 6, 2015. Our invalidity contentions are due March 3, 2015. A claimconstruction hearing is scheduled for July 10, 2015. Trial is currently scheduled to begin on March 14, 2016.We intend to vigorously defend these lawsuits. These litigation matters are still in their early stages and the final outcome, including our liability, ifany, with respect to the claims in the lawsuits, is uncertain. If an unfavorable outcome were to occur in either litigation, the impact could be material to ourbusiness, financial condition, cash flow or results of operations, depending on the specific circumstances of the outcome.Any claims or litigation could cause us to incur significant expenses and, if successfully asserted against us, could require that we pay substantialdamages or ongoing royalty payments, prevent us from offering our services, or require that we comply with other unfavorable terms. We may also beobligated to indemnify our customers or business partners in connection with any such litigation and to obtain licenses, modify our services or refund fees.Such disputes could also cause an adverse impact to our customer satisfaction and related renewal rates and could cause us to lose potential sales. Even if wewere to prevail in the event of claims or litigation against us, any claim or litigation regarding our intellectual property could be costly and time-consumingand divert the attention of our management and key personnel from our business operations and harm our operating results.Our use of open source software could harm our ability to sell our services and subject us to possible litigation. A significant portion of the technologies licensed or developed by us incorporate open source software and we may incorporate open source softwareinto other services in the future. We attempt to monitor our use of open source software in an effort to avoid subjecting our services to adverse licensingconditions. However, there can be no assurance that our efforts have been or will be successful. There is little or no legal precedent governing theinterpretation of the terms of open source licenses, and therefore the potential impact of these terms on our business is uncertain and enforcement of theseterms may result in unanticipated obligations regarding our services and technologies. For example, depending on which open source license governs opensource software included within our services or technologies, we may be subjected to conditions requiring us to offer our services to users at no cost; makeavailable the source code for modifications and derivative works based upon, incorporating or using the open source software; and license suchmodifications or derivative works under the terms of the particular open source license. Moreover, if an author or other third party that distributes such opensource software were to allege that we had not complied with the conditions of one or more of these licenses, we could be required to incur significant legalcosts defending ourselves against such allegations, be subject to significant damages or be enjoined from the distribution of our services.We need to continue to invest in the growth of our worldwide operations by opening new geographic markets. If our required investments in these marketsare greater than anticipated, or if our customer growth in these markets does not meet our expectations, our financial results will be negatively impacted. We are continuing to expand worldwide and have recently significantly expanded our presence in Brazil and Asia. We have made and will continue tomake substantial investments as we enter these and other new geographic markets. These include investments in data centers and cloud-based infrastructure,sales, marketing and administrative personnel and facilities. Often we must make these investments when it is still unclear whether future sales in the newmarket will justify the investments. In addition, these investments may be more expensive than we initially anticipate. If our required investments are greaterthan anticipated, or if our customer growth does not meet our expectations, our financial results will be negatively impacted. 14Sales to customers outside North America expose us to risks inherent in international sales. Because we sell our services throughout the world, we are subject to risks and challenges that we would otherwise not face if we conducted our businessonly in North America. Sales outside of North America represented 32% of our total revenues for the year ended December 31, 2014, and we intend tocontinue to expand our international sales efforts. Our business and future prospects depend on increasing our international sales as a percentage of our totalrevenues, and the failure to grow internationally will harm our business. The risks and challenges associated with sales to customers outside North Americaare different in some ways from those associated with sales in North America and we have a limited history addressing those risks and meeting thosechallenges. Furthermore, the business conduct and ethical standards of many other countries, including the emerging market countries that we are expandinginto, are substantially different and much less rigorous than the United States. The risks and challenges inherent with international sales include: •foreign currency fluctuations which may cause exchange and translation losses;•compliance with multiple, conflicting and changing governmental laws and regulations, including employment, tax, competition, privacy anddata protection laws and regulations;•compliance by us and our business partners with international bribery and corruption laws, including the UK Bribery Act and the Foreign CorruptPractices Act;•the risk that illegal or unethical activities of our business partners will be attributed to or result in liability to us;•compliance with regional data privacy laws that apply to the transmission of our customers’ data across international borders, many of which arestricter than the equivalent U.S. laws;•difficulties in staffing and managing foreign operations;•different or lesser protection of our intellectual property;longer and potentially more complex sales cycles;•longer accounts receivable payment cycles and other collection difficulties;•treatment of revenues from international sources and changes to tax codes, including being subject to foreign tax laws and being liable for payingwithholding, income or other taxes in foreign jurisdictions;•different pricing and distribution environments;•local business practices and cultural norms that may favor local competitors;•localization of our services, including translation into foreign languages and associated expenses; and•regional economic and political conditions.Any of these factors could negatively impact our business and results of operations.A portion of our revenues are generated by sales to government entities and heavily regulated organizations, which are subject to a number of challengesand risks. A portion of our sales are to governmental agencies. Additionally, many of our current and prospective customers, such as those in the financialservices and health care industries, are highly regulated and may be required to comply with more stringent regulations in connection with subscribing to andimplementing our services. Selling to these entities can be highly competitive, expensive and time consuming, often requiring significant upfront time andexpense without any assurance that we will successfully complete a sale. Furthermore, engaging in sales activities to foreign governments introducesadditional compliance risks specific to the Foreign Corrupt Practices Act, the UK Bribery Act and other similar statutory requirements prohibiting bribery andcorruption in the jurisdictions in which we operate. Government and highly regulated entities often require contract terms that differ from our standardarrangements and impose compliance requirements that are complicated, require preferential pricing or “most favored nation” terms and conditions, or areotherwise time consuming and expensive to satisfy. If we undertake to meet special standards or requirements and do not meet them, we could be subject toincreased liability from our customers or regulators. Even if we do meet them, the additional costs associated with providing our services to government andhighly regulated customers could harm our margins. Moreover, changes in the underlying regulatory conditions that affect these types of customers couldharm our ability to efficiently provide our services to them and to grow or maintain our customer base.15Because we recognize revenues from our subscription service over the subscription term, downturns or upturns in new sales and renewals will not beimmediately reflected in our operating results.We generally recognize revenues from customers ratably over the terms of their subscriptions. As a result, most of the revenues we report in each quarterare derived from the recognition of deferred revenues relating to subscriptions entered into during previous quarters. Consequently, a decline in new orrenewed subscriptions in any single quarter will likely have only a small, and perhaps no apparent, impact on our revenue results for that quarter. Such adecline, however, will negatively affect our revenues in future quarters. Accordingly, the effect of significant downturns in sales and market acceptance of ourservices, and potential changes in our rate of renewals may not be fully reflected in our results of operations until future periods. Our subscription model alsomakes it difficult for us to rapidly increase our revenues through additional sales in any period, as revenues from new customers must be recognized over theapplicable subscription term. In addition, we may be unable to adjust our cost structure to reflect the changes in revenues.We face exposure to foreign currency exchange rate fluctuations. We conduct significant transactions, including revenue transactions and intercompany transactions, in currencies other than the U.S. dollar or thefunctional operating currency of the transactional entities. In addition, our international subsidiaries maintain significant net assets that are denominated incurrencies other than the functional operating currencies of these entities. Accordingly, changes in the value of currencies relative to the U.S. dollar can affectour consolidated revenues and operating results due to transactional and translational remeasurement that is reflected in our earnings. For example, the U.S.dollar has recently begun to strengthen relative to the Euro and other currencies. If this trend continues, it would have a negative impact on our consolidatedrevenues. It is particularly difficult to forecast any impact from exchange rate movements, so there is a risk that unanticipated currency fluctuations couldadversely affect our results or cause our results to differ from investor expectations or our own guidance in any future periods.We do not currently maintain a program to hedge transactional exposures in foreign currencies. However, in the future, we may use derivativeinstruments, such as foreign currency forward and option contracts, to hedge certain exposures to fluctuations in foreign currency exchange rates. The use ofsuch hedging activities may not offset any or more than a portion of the adverse financial effects of unfavorable movements in foreign exchange rates overthe limited time the hedges are in place. Moreover, the use of hedging instruments may introduce additional risks if we are unable to structure effectivehedges with such instruments. Unanticipated changes in our effective tax rate could harm our future results. We are subject to income taxes in the United States and various foreign jurisdictions, and our domestic and international tax liabilities are subject to theallocation of earnings and losses in differing jurisdictions. Our effective tax rate could be adversely affected by changes in the mix of earnings and losses incountries with differing statutory tax rates, certain non-deductible expenses as a result of acquisitions, the valuation of deferred tax assets and liabilities andchanges in federal, state or international tax laws and accounting principles. Increases in our effective tax rate would reduce our profitability or in some casesincrease our losses. In addition, we may be subject to income tax audits by tax jurisdictions throughout the world, many of which have not established clear guidance onthe tax treatment of cloud-based companies. Although we believe our income tax liabilities are reasonably estimated and accounted for in accordance withapplicable laws and principles, an adverse resolution of one or more uncertain tax positions in any period could have a material impact on the results ofoperations for that period.If we are unable to maintain effective internal control over financial reporting, the accuracy and timeliness of our financial reporting may be adverselyaffected. The Sarbanes-Oxley Act requires us, among other things, to assess and report on the effectiveness of our internal control over financial reportingannually and disclosure controls and procedures quarterly. In addition, our independent registered public accounting firm is required to audit theeffectiveness of our internal control over financial reporting pursuant to Section 404(b) of the Sarbanes-Oxley Act annually. Our independent registeredpublic accounting firm may issue a report that is adverse in the event it is not satisfied with the level at which our controls are documented, designed oroperating. Moreover, our testing, or the subsequent testing by our independent registered public accounting firm, may reveal material weaknesses. If materialweaknesses are identified or we are not able to comply with the requirements of Section 404 in a timely manner, our reported financial results could bematerially misstated or could subsequently require restatement, we could receive an adverse opinion regarding our internal control over financial reportingfrom our independent registered public accounting firm, we could be subject to investigations or sanctions by regulatory authorities and we could incursubstantial expenses.16Changes in laws, regulations and standards related to the Internet may cause our business to suffer. Federal, state or foreign government bodies or agencies have in the past adopted, and may in the future adopt, laws and regulations affecting dataprivacy, the use of the Internet as a commercial medium, and data sovereignty requirements concerning the location of data centers that store and processdata. Industry organizations also regularly adopt and advocate for new standards in this area. For instance, we believe increased regulation is likely in thearea of data privacy, and changing laws, regulations and standards applying to the solicitation, collection, processing or use of personal or consumerinformation could affect our customers’ ability to use and share data, potentially restricting our ability to store, process and share data with our customers inconnection with providing our services. In addition, government agencies or private organizations may begin to impose taxes, fees or other charges foraccessing the Internet, commerce conducted via the Internet or validation that particular processes follow the latest standards. These changes could limit theviability of Internet-based services such as ours. If we are not able to adjust to changing laws, regulations and standards related to the Internet, our businessmay be harmed.Natural disasters and other events beyond our control could harm our business. Natural disasters or other catastrophic events may cause damage or disruption to our operations, international commerce and the global economy, andthus could have a negative effect on us. Our business operations are subject to interruption by natural disasters, flooding, fire, power shortages, pandemicsand other events beyond our control. Although we maintain crisis management and disaster response plans, such events could make it difficult or impossiblefor us to deliver our services to our customers, could decrease demand for our services, and would cause us to incur substantial expense. Our insurance maynot be sufficient to cover losses or additional expense that we may sustain in connection with any natural disaster. The majority of our research anddevelopment activities, corporate offices, information technology systems, and other critical business operations are located near major seismic faults inCalifornia. Customer data could be lost, significant recovery time could be required to resume operations and our financial condition and operating resultscould be harmed in the event of a major natural disaster or catastrophic event.Weakened global economic conditions may harm our industry, business and results of operations. Our overall performance depends in part on worldwide economic conditions. Global financial developments seemingly unrelated to us or the softwareindustry may harm us. The United States and other key international economies have been impacted by falling demand for a variety of goods and services,restricted credit, poor liquidity, reduced corporate profitability, volatility in credit, equity and foreign exchange markets, bankruptcies and overalluncertainty with respect to the economy. These conditions affect the rate of information technology spending and could adversely affect our customers’ability or willingness to purchase our services, delay prospective customers’ purchasing decisions, reduce the value or duration of their subscriptions, oraffect renewal rates, all of which could harm our operating results. Risks Related to Our 0% Convertible Senior Notes Due 2018 (the "Notes")Although the Notes are referred to as convertible senior notes, they are effectively subordinated to any of our secured debt and any liabilities of oursubsidiaries.The Notes will rank senior in right of payment to any of our indebtedness that is expressly subordinated in right of payment to the Notes; equal in rightof payment to any of our liabilities that are not so subordinated; effectively junior in right of payment to any of our secured indebtedness to the extent of thevalue of the assets securing such indebtedness; and structurally junior to all indebtedness and other liabilities (including trade payables) of our subsidiaries.In the event of our bankruptcy, liquidation, reorganization or other winding up, our assets that secure debt ranking senior in right of payment to the Noteswill be available to pay obligations on the Notes only after the secured debt has been repaid in full from these assets, and the assets of our subsidiaries will beavailable to pay obligations on the Notes only after all claims senior to the Notes have been repaid in full. There may not be sufficient assets remaining topay amounts due on any or all of the Notes then outstanding. The indenture governing the Notes does not prohibit us from incurring additional senior debt orsecured debt, nor does it prohibit any of our current or future subsidiaries from incurring additional liabilities.As of December 31, 2014, we and our subsidiaries had $443.8 million in consolidated indebtedness, and our subsidiaries had $162.8 million ofliabilities (including trade payables but excluding intercompany obligations and liabilities of a type not required to be reflected on a balance sheet of suchsubsidiaries in accordance with GAAP) to which the Notes would have been structurally subordinated.17Recent and future regulatory actions and other events may adversely affect the trading price and liquidity of the Notes.We expect that many investors in, and potential purchasers of, the Notes will employ, or seek to employ, a convertible arbitrage strategy with respect tothe Notes. Investors would typically implement such a strategy by selling short the common stock underlying the Notes and dynamically adjusting theirshort position while continuing to hold the Notes. Investors may also implement this type of strategy by entering into swaps on our common stock in lieu ofor in addition to short selling the common stock.The SEC and other regulatory and self-regulatory authorities have implemented various rules and taken certain actions, and may in the future adoptadditional rules and take other actions, that may impact those engaging in short selling activity involving equity securities (including our common stock).Such rules and actions include Rule 201 of SEC Regulation SHO, the adoption by the Financial Industry Regulatory Authority, Inc. and the nationalsecurities exchanges of a “Limit Up-Limit Down” program, the imposition of market-wide circuit breakers that halt trading of securities for certain periodsfollowing specific market declines, and the implementation of certain regulatory reforms required by the Dodd-Frank Wall Street Reform and ConsumerProtection Act of 2010. Any governmental or regulatory action that restricts the ability of investors in, or potential purchasers of, the Notes to effect shortsales of our common stock, borrow our common stock or enter into swaps on our common stock could adversely affect the trading price and the liquidity ofthe Notes.We may still incur substantially more debt or take other actions which would diminish our ability to make payments on the Notes when due.We and our subsidiaries may be able to incur substantial additional debt in the future, subject to the restrictions contained in our future debtinstruments, some of which may be secured debt. We are not restricted under the terms of the indenture governing the Notes from incurring additional debt,securing existing or future debt, recapitalizing our debt or taking a number of other actions that are not limited by the terms of the indenture governing theNotes that could have the effect of diminishing our ability to make payments on the Notes when due.We may not have the ability to raise the funds necessary to settle conversions of the Notes in cash or to repurchase the Notes upon a fundamental change,and our future debt may contain limitations on our ability to pay cash upon conversion or repurchase of the Notes.Holders of the Notes will have the right to require us to repurchase all or a portion of their Notes upon the occurrence of a fundamental change at arepurchase price equal to 100% of the principal amount of the Notes to be repurchased, plus accrued and unpaid special interest, if any. In addition, uponconversion of the Notes, unless we elect to deliver solely shares of our common stock to settle such conversion (other than paying cash in lieu of deliveringany fractional share), we will be required to make cash payments in respect of the Notes being converted. However, we may not have enough available cash orbe able to obtain financing at the time we are required to make repurchases of Notes surrendered therefor or pay cash with respect to Notes being converted.In addition, our ability to repurchase or to pay cash upon conversion of the Notes may be limited by law, regulatory authority or agreements governingour future indebtedness. Our failure to repurchase Notes at a time when the repurchase is required by the indenture or to pay cash upon conversion of theNotes as required by the indenture would constitute a default under the indenture. A default under the indenture or the fundamental change itself could alsolead to a default under agreements governing our future indebtedness. Moreover, the occurrence of a fundamental change under the indenture couldconstitute an event of default under any such agreements. If the payment of the related indebtedness were to be accelerated after any applicable notice orgrace periods, we may not have sufficient funds to repay the indebtedness and repurchase the Notes or to pay cash upon conversion of the Notes.The conditional conversion feature of the Notes, if triggered, may adversely affect our financial condition and operating results.In the event the conditional conversion feature of the Notes is triggered, holders of Notes will be entitled to convert the Notes at any time duringspecified periods at their option. If one or more holders elect to convert their Notes, unless we elect to satisfy our conversion obligation by delivering solelyshares of our common stock (other than paying cash in lieu of delivering any fractional share), we would be required to settle a portion or all of ourconversion obligation in cash, which could adversely affect our liquidity. In addition, even if holders do not elect to convert their Notes, we could berequired under applicable accounting rules to reclassify all or a portion of the outstanding principal of the Notes as a current rather than long-term liability,which would result in a material reduction of our net working capital.18The accounting method for convertible debt securities that may be settled in cash, such as the Notes, could have a material effect on our reported financialresults.In May 2008, FASB issued FASB Staff Position No. APB 14-1, Accounting for Convertible Debt Instruments That May Be Settled in Cash uponConversion (Including Partial Cash Settlement), which has subsequently been codified as Accounting Standards Codification 470-20, Debt with Conversionand Other Options (“ASC 470-20”). Under ASC 470-20, an entity must separately account for the liability and equity components of the convertible debtinstruments (such as the Notes) that may be settled entirely or partially in cash upon conversion in a manner that reflects the issuer’s economic interest cost.The effect of ASC 470-20 on the accounting for the Notes is that the equity component is required to be included in the additional paid-in capital section ofstockholders’ equity on our consolidated balance sheet at the issuance date and the value of the equity component would be treated as debt discount forpurposes of accounting for the debt component of the Notes. As a result, we are required to record a greater amount of non-cash interest expense as a result ofthe amortization of the discounted carrying value of the Notes to their face amount over the term of the Notes. We will report lower net income (or larger netlosses) in our financial results because ASC 470-20 requires interest to include both the amortization of the debt discount and the instrument’s non-convertible coupon interest rate, which could adversely affect our future financial results, the trading price of our common stock and the trading price of theNotes.Holders of Notes will not be entitled to any rights with respect to our common stock, but they will be subject to all changes made with respect to them to theextent our conversion obligation includes shares of our common stock.Holders of Notes will not be entitled to any rights with respect to our common stock (including, without limitation, voting rights and rights to receiveany dividends or other distributions on our common stock) prior to the conversion date relating to such Notes (if we have elected to settle the relevantconversion by delivering solely shares of our common stock (other than paying cash in lieu of delivering any fractional share)) or the last trading day of therelevant observation period (if we elect to pay and deliver, as the case may be, a combination of cash and shares of our common stock in respect of therelevant conversion), but holders of Notes will be subject to all changes affecting our common stock. For example, if an amendment is proposed to ourrestated certificate of incorporation or restated bylaws requiring stockholder approval and the record date for determining the stockholders of record entitledto vote on the amendment occurs prior to the conversion date related to a holder’s conversion of its Notes (if we have elected to settle the relevant conversionby delivering solely shares of our common stock (other than paying cash in lieu of delivering any fractional share)) or the last trading day of the relevantobservation period (if we elect to pay and deliver, as the case may be, a combination of cash and shares of our common stock in respect of the relevantconversion), such holder will not be entitled to vote on the amendment, although such holder will nevertheless be subject to any changes affecting ourcommon stock.The conditional conversion feature of the Notes could result in note holders receiving less than the value of our common stock into which the Notes wouldotherwise be convertible.Prior to the close of business on the business day immediately preceding July 1, 2018, holders of our Notes may convert their Notes only if specifiedconditions are met. If the specific conditions for conversion are not met, holders will not be able to convert their Notes, and they may not be able to receivethe value of the cash, common stock or a combination of cash and common stock, as applicable, into which their Notes would otherwise be convertible.Upon conversion of the Notes, note holders may receive less valuable consideration than expected because the value of our common stock may declineafter holders exercise their conversion right but before we settle our conversion obligation.Under the Notes, a converting holder will be exposed to fluctuations in the value of our common stock during the period from the date such holdersurrenders Notes for conversion until the date we settle our conversion obligation.19Upon conversion of the Notes, we have the option to pay or deliver, as the case may be, cash, shares of our common stock, or a combination of cash andshares of our common stock. If we elect to satisfy our conversion obligation in cash or a combination of cash and shares of our common stock, the amount ofconsideration that a note holder will receive upon conversion of such holder’s Notes will be determined by reference to the volume weighted average pricesof our common stock for each trading day in a 30 trading-day observation period. This period would be: (i) if the relevant conversion date occurs prior to July1, 2018, the 30 consecutive trading days beginning on, and including, the second trading day immediately succeeding such conversion date; and (ii) if therelevant conversion date occurs during the period from, and including, July 1, 2018 to the close of business on the second scheduled trading dayimmediately preceding November 1, 2018, the 30 consecutive trading days beginning on, and including, the 32nd scheduled trading day immediatelypreceding the maturity date. Accordingly, if the price of our common stock decreases during this period, the amount and/or value of consideration noteholders receive will be adversely affected. In addition, if the market price of our common stock at the end of such period is below the average of the dailyvolume weighted average prices of our common stock during such period, the value of any shares of our common stock that note holders will receive insatisfaction of our conversion obligation will be less than the value used to determine the number of shares that holders will receive.If we elect to satisfy our conversion obligation solely in shares of our common stock upon conversion of the Notes, we will be required to deliver theshares of our common stock, together with cash for any fractional share, on the third business day following the relevant conversion date (or, for conversionsoccurring on or after July 1, 2018, on the maturity date). Accordingly, if the price of our common stock decreases during this period, the value of the sharesthat holders receive will be adversely affected and would be less than the conversion value of the Notes on the conversion date.The Notes are not protected by restrictive covenants.The indenture governing the Notes does not contain any financial or operating covenants or restrictions on the payments of dividends, the incurrenceof indebtedness or the issuance or repurchase of securities by us or any of our subsidiaries. The indenture contains no covenants or other provisions to affordprotection to holders of the Notes in the event of a fundamental change or other corporate transaction involving us except in certain cases described in theindenture connected with fundamental changes, consolidations, mergers or sales of assets.The increase in the conversion rate for Notes converted in connection with a make-whole fundamental change may not adequately compensate holders ofthe Notes for any lost value of the Notes as a result of such transaction.If a make-whole fundamental change occurs prior to maturity, under certain circumstances, we will increase the conversion rate by a number ofadditional shares of our common stock for Notes converted in connection with such make-whole fundamental change. The increase in the conversion ratewill be determined based on the date on which the specified corporate transaction becomes effective and the price paid (or deemed to be paid) per share of ourcommon stock in such transaction. The increase in the conversion rate for Notes converted in connection with a make-whole fundamental change may notadequately compensate holders for any lost value of the Notes as a result of such transaction. In addition, if the price of our common stock in the transactionis greater than $250.00 per share or less than $53.73 per share (in each case, subject to adjustment), no additional shares will be added to the conversion rate.Moreover, in no event will the conversion rate per $1,000 principal amount of Notes as a result of this adjustment exceed 18.6115 shares of common stock,subject to adjustment in the same manner as the conversion rate.Our obligation to increase the conversion rate for Notes converted in connection with a make-whole fundamental change could be considered apenalty, in which case the enforceability thereof would be subject to general principles of reasonableness and equitable remedies.The conversion rate of the Notes may not be adjusted for all dilutive events.The conversion rate of the Notes is subject to adjustment for certain events, including, but not limited to, the issuance of certain stock dividends on ourcommon stock, the issuance of certain rights or warrants, subdivisions, combinations, distributions of capital stock, indebtedness, or assets, cash dividendsand certain issuer tender or exchange offers. However, the conversion rate will not be adjusted for other events, such as a third-party tender or exchange offeror an issuance of common stock for cash, that may adversely affect the trading price of the Notes or our common stock. An event that adversely affects thevalue of the Notes may occur, and that event may not result in an adjustment to the conversion rate.20Provisions in the indenture for the Notes may deter or prevent a business combination that may be favorable to note holders.If a fundamental change occurs prior to the maturity date of the Notes, holders of the Notes will have the right, at their option, to require us torepurchase all or a portion of their Notes. In addition, if a make-whole fundamental change occurs prior to the maturity date of the Notes, we will in somecases be required to increase the conversion rate for a holder that elects to convert its Notes in connection with such make-whole fundamental change.Furthermore, the indenture for the Notes prohibits us from engaging in certain mergers or acquisitions unless, among other things, the surviving entityassumes our obligations under the Notes and the indenture. These and other provisions in the indenture could deter or prevent a third party from acquiring useven when the acquisition may be favorable to note holders.Some significant restructuring transactions may not constitute a fundamental change, in which case we would not be obligated to offer to repurchase theNotes.Upon the occurrence of a fundamental change, note holders have the right to require us to repurchase all or a portion of the Notes. However, thefundamental change provisions will not afford protection to holders of Notes in the event of other transactions that could adversely affect the Notes. Forexample, transactions such as leveraged recapitalizations, refinancings, restructurings, or acquisitions initiated by us may not constitute a fundamentalchange requiring us to offer to repurchase the Notes. In the event of any such transaction, the holders would not have the right to require us to repurchase theNotes, even though each of these transactions could increase the amount of our indebtedness, or otherwise adversely affect our capital structure or any creditratings, thereby adversely affecting the holders of Notes.In addition, absent the occurrence of a fundamental change or a make-whole fundamental change, changes in the composition of our board of directorswill not provide holders with the right to require us to repurchase the Notes or to an increase in the conversion rate upon conversion.We have not registered the Notes or the common stock issuable upon conversion of the Notes, if any, which will limit the ability of note holders to resellthem.The Notes and the shares of common stock issuable upon conversion of the Notes, if any, have not been registered under the Securities Act of 1933, asamended, or the Securities Act, or any state securities laws. Unless the Notes and any shares of common stock issuable upon conversion of the Notes havebeen registered, they may not be transferred or resold except in a transaction exempt from or not subject to the registration requirements of the Securities Actand applicable state securities laws. We do not intend to file a registration statement for the resale of the Notes and the common stock, if any, into which theNotes are convertible.We cannot guarantee an active trading market for the Notes.We have not listed and do not intend to apply to list the Notes on any securities exchange or to arrange for quotation on any automated dealerquotation system. Moreover, the initial purchasers of the Notes may cease making a market in the Notes at any time without notice. In addition, the liquidityof the trading market in the Notes, and the market price quoted for the Notes, may be adversely affected by changes in the overall market for this type ofsecurity and by changes in our financial performance or prospects or in the prospects for companies in our industry generally. As a result, we cannot assurenote holders that there will be an active trading market for the Notes. If an active trading market is not maintained, the market price and liquidity of the Notesmay be adversely affected. In that case, note holders might not be able to sell the Notes at a particular time or at a favorable price.Any adverse rating of the Notes may cause their trading price to fall.We have not obtained and do not intend to seek a rating on the Notes. However, if a rating service were to rate the Notes and if such rating service wereto lower its rating on the Notes below the rating initially assigned to the Notes or otherwise announces its intention to put the Notes on credit watch, thetrading price of the Notes could decline.21Note holders may be subject to tax if we make or fail to make certain adjustments to the conversion rate of the Notes even though note holders do notreceive a corresponding cash distribution.The conversion rate of the Notes is subject to adjustment in certain circumstances, including the payment of cash dividends. If the conversion rate isadjusted as a result of a distribution that is taxable to our common stockholders, such as a cash dividend, note holders may be deemed to have received adividend subject to U.S. federal income tax without the receipt of any cash. In addition, a failure to adjust (or to adjust adequately) the conversion rate afteran event that increases a note holder’s proportionate interest in us could be treated as a deemed taxable dividend to such note holder. If a make-wholefundamental change occurs prior to maturity, under some circumstances, we will increase the conversion rate for Notes converted in connection with themake-whole fundamental change. Such increase may also be treated as a distribution subject to U.S. federal income tax as a dividend. If a holder is a non-U.S.holder, any deemed dividend generally would be subject to U.S. federal withholding tax at a 30% rate, or such lower rate as may be specified by anapplicable treaty, which may be set off against subsequent payments on the Notes.Future sales of our common stock in the public market could lower the market price for our common stock and adversely impact the trading price of theNotes.In the future, we may sell additional shares of our common stock to raise capital. In addition, a substantial number of shares of our common stock isreserved for issuance upon the exercise of stock options, the vesting of restricted stock, settlement of restricted stock units and issuance of performance sharespursuant to our employee benefit plans, for purchase by employees under our employee stock purchase plan, upon conversion of the Notes and in relation tothe warrant transactions we entered into in connection with the pricing of the Notes. We cannot predict the size of future issuances or the effect, if any, thatthey may have on the market price for our common stock. The issuance and sale of substantial amounts of common stock, or the perception that suchissuances and sales may occur, could adversely affect the trading price of the Notes and the market price of our common stock and impair our ability to raisecapital through the sale of additional equity securities.The convertible note hedge and warrant transactions may affect the value of the Notes and our common stock.In connection with the sale of the Notes, we entered into convertible note hedge ("Note Hedge") transactions with certain financial institutions (the“option counterparties”). We also entered into warrant transactions with the option counterparties pursuant to which we sold warrants for the purchase of ourcommon stock ("Warrants"). The Note Hedge transactions are expected generally to reduce the potential dilution upon any conversion of Notes and/or offsetany cash payments we are required to make in excess of the principal amount of converted Notes, as the case may be. The warrant transactions couldseparately have a dilutive effect to the extent that the market price per share of our common stock exceeds the strike price of the Warrants.The option counterparties and/or their respective affiliates may modify their hedge positions by entering into or unwinding various derivatives withrespect to our common stock and/or purchasing or selling our common stock in secondary market transactions prior to the maturity of the Notes (and arelikely to do so during any observation period related to a conversion of Notes or following any repurchase of Notes by us on any fundamental changerepurchase date or otherwise). This activity could also cause or avoid an increase or a decrease in the market price of our common stock or the Notes, whichcould affect note holders’ ability to convert the Notes and, to the extent the activity occurs during any observation period related to a conversion of Notes, itcould affect the amount and value of the consideration that note holders will receive upon conversion of the Notes.The potential effect, if any, of these transactions and activities on the market price of our common stock or the Notes will depend in part on marketconditions and cannot be ascertained at this time. Any of these activities could adversely affect the value of our common stock and the value of the Notes(and as a result, the value of the consideration, the amount of cash and/or the number of shares, if any, that note holders would receive upon the conversion ofany Notes) and, under certain circumstances, the ability of the note holders to convert the Notes.We do not make any representation or prediction as to the direction or magnitude of any potential effect that the transactions described above may haveon the price of the Notes or our common stock. In addition, we do not make any representation that the option counterparties will engage in thesetransactions or that these transactions, once commenced, will not be discontinued without notice.22We are subject to counterparty risk with respect to the Note Hedge transactions.The option counterparties are financial institutions, and we will be subject to the risk that any or all of them may default under the Note Hedgetransactions. Our exposure to the credit risk of the option counterparties will not be secured by any collateral. Recent global economic conditions haveresulted in the actual or perceived failure or financial difficulties of many financial institutions. If an option counterparty becomes subject to insolvencyproceedings, we will become an unsecured creditor in those proceedings, with a claim equal to our exposure at that time under our transactions with thatoption counterparty. Our exposure will depend on many factors but, generally, an increase in our exposure will be correlated to an increase in the marketprice and in the volatility of our common stock. In addition, upon a default by an option counterparty, we may suffer adverse tax consequences and moredilution than we currently anticipate with respect to our common stock. We can provide no assurances as to the financial stability or viability of the optioncounterparties.Risks Relating to Ownership of Our Common Stock The market price of our common stock has historically been and is likely to continue to be volatile, could adversely impact the trading price of the Notesand could subject us to litigation.The trading price of our common stock has been, and is likely to continue to be, volatile and could be subject to wide fluctuations in response tovarious factors, some of which are beyond our control. Since shares of our common stock were sold in our initial public offering in June 2012 at a price of$18.00 per share, our stock price has ranged from $22.62 to $71.80 through December 31, 2014. In addition, the trading prices of the securities of technologycompanies in general have been highly volatile, and the volatility in market price and trading volume of securities is often unrelated or disproportionate tothe financial performance of the companies issuing the securities. Factors affecting the market price of our common stock include: •variations in our growth rate, operating results, earnings per share, cash flows from operating activities, deferred revenue, and other financialmetrics and non-financial metrics, and how those results compare to analyst expectations;•forward-looking statements related to future revenues and earnings per share;•the net increases in the number of customers, either independently or as compared with published expectations of industry, financial or otheranalysts that cover our company;•changes in the estimates of our operating results or changes in recommendations by securities analysts that elect to follow our common stock;•announcements of technological innovations, new solutions or enhancements to services, strategic alliances or significant agreements by us or byour competitors;•announcements regarding our efforts to expand our offerings for service domains outside of IT, and offerings for small and medium-sizedbusinesses;•announcements by us or by our competitors of mergers or other strategic acquisitions, or rumors of such transactions involving us or ourcompetitors;•announcements of customer additions and customer cancellations or delays in customer purchases;•recruitment or departure of key personnel;•disruptions in our services due to computer hardware, software or network problems, security breaches, or other man-made or natural disasters;•the economy as a whole, and market conditions in our industry and the industries of our customers;•trading activity by a limited number of stockholders who together beneficially own a majority of our outstanding common stock;•the size of our market float and the volume of trading in our common stock, including sales upon exercise of outstanding options or vesting ofequity awards or sales and purchases of any common stock issued upon conversion of the Notes or in connection with the Note Hedge and Warranttransactions relating to the Notes; and•any other factors discussed herein.23In addition, if the market for technology stocks or the stock market in general experiences uneven investor confidence, the market price of our commonstock could decline for reasons unrelated to our business, operating results or financial condition. The market price of our common stock might also declinein reaction to events that affect other companies within, or outside, our industry even if these events do not directly affect us. A decrease in the market priceof our common stock would likely adversely impact the trading price of our Notes. The price of our common stock could also be affected by possible sales ofour common stock by investors who view the Notes as a more attractive means of equity participation in us and by hedging or arbitrage trading activity thatwe expect to develop involving our common stock. This trading activity could, in turn, affect the trading price of the Notes. Some companies that haveexperienced volatility in the trading price of their stock have been the subject of securities class action litigation. If we are the subject of such litigation, itcould result in substantial costs and a diversion of our management’s attention and resources.We do not intend to pay dividends on our common stock so any returns will be limited to changes in the value of our common stock. We have never declared or paid any cash dividends on our common stock. We currently anticipate that we will retain future earnings for thedevelopment, operation and expansion of our business and do not anticipate declaring or paying any cash dividends for the foreseeable future. In addition,our ability to pay cash dividends on our common stock may be prohibited or limited by the terms of any future debt financing arrangement. Any return tostockholders will therefore be limited to the increase, if any, of our stock price. Our directors and executive officers beneficially own a significant percentage of our stock and are able to exert control over matters subject to stockholderapproval. As of December 31, 2014, our directors and executive officers and their respective affiliates beneficially owned in the aggregate approximately 11% ofour outstanding voting stock. Together, these stockholders have the ability to influence us through this ownership position. For example, these stockholdersmay be able to influence elections of directors, amendments of our organizational documents, or the approval of any merger, sale of assets, or other majorcorporate transaction. This may prevent or discourage unsolicited acquisition proposals or offers for our common stock that you may feel are in your bestinterest as one of our stockholders. Provisions in our charter documents, Delaware law and our Notes might discourage, delay or prevent a change of control of our company or changes inour management and, therefore, depress the market price of our common stock. Our restated certificate of incorporation and restated bylaws contain provisions that could depress the market price of our common stock by acting todiscourage, delay or prevent a change in control of our company or changes in our management that the stockholders of our company may deemadvantageous. These provisions among other things: •establish a classified board of directors so that not all members of our board are elected at one time;•permit the board of directors to establish the number of directors;•provide that directors may only be removed “for cause” and only with the approval of 66 2/3% of our stockholders;•require super-majority voting to amend some provisions in our restated certificate of incorporation and restated bylaws;•authorize the issuance of “blank check” preferred stock that our board could use to implement a stockholder rights plan;•eliminate the ability of our stockholders to call special meetings of stockholders;•prohibit stockholder action by written consent, which requires all stockholder actions to be taken at a meeting of our stockholders;•provide that the board of directors is expressly authorized to make, alter or repeal our restated bylaws; and•establish advance notice requirements for nominations for election to our board or for proposing matters that can be acted upon by stockholders atannual stockholder meetings.In addition, Section 203 of the Delaware General Corporation Law may discourage, delay or prevent a change in control of our company. Section 203imposes certain restrictions on merger, business combinations and other transactions between us and holders of 15% or more of our common stock.Further, the fundamental change provisions of our Notes may delay or prevent a change in control of our company, because those provisions allow noteholders to require us to repurchase such notes upon the occurrence of a fundamental change (as defined in the indenture for the Notes).24ITEM 1B. UNRESOLVED STAFF COMMENTSNone.ITEM 2. PROPERTIESOur principal office is located at 3260 Jay Street in Santa Clara, California. On December 12, 2014, we entered into a lease agreement pursuant to whichwe will lease approximately 328,867 square feet of space, located at 2215 Lawson Lane, 2225 Lawson Lane, and 2235 Lawson Lane, Santa Clara, California.The initial term of the lease is expected to commence on August 15, 2015, although the commencement date may be extended in certain circumstances ifspecified improvements to the premises have not been completed by such date.We also maintain offices in various North American, European and Asian countries. All of our properties are currently leased. We believe our existingfacilities are adequate to meet our current requirements. See Note 18 in the notes to our consolidated financial statements included elsewhere in this AnnualReport on Form 10-K for more information about our lease commitments. If we were to require additional space, we believe we will be able to obtain suchspace on acceptable, commercially reasonable, terms.ITEM 3. LEGAL PROCEEDINGSOn February 6, 2014, Hewlett-Packard Company filed a lawsuit against us in the U.S. District Court for the Northern District of California that allegesthat some of our services infringe the claims of eight of Hewlett-Packard's patents. Hewlett-Packard is seeking unspecified damages and an injunction. Wefiled an answer to the complaint on March 28, 2014 denying the allegations and asserting various affirmative defenses. The court held case managementconferences on June 26, 2014, September 4, 2014 and February 5, 2015. The parties are currently conducting discovery. Hewlett-Packard served infringementcontentions on July 3, 2014 and November 18, 2014. We served invalidity contentions on January 9, 2015. A claim construction hearing is scheduled forJune 12, 2015. Trial is currently scheduled to begin on May 16, 2016. We have filed petitions for inter partes review of all eight asserted patents with theUnited States Patent and Trademark Office.On September 23, 2014, BMC Software, Inc. filed a lawsuit against us in the U.S. District Court for the Eastern District of Texas that alleges that some ofour services willfully infringe the claims of seven of BMC’s patents. BMC is seeking unspecified damages and an injunction. Motions to dismiss and transfervenue are currently pending. BMC served infringement contentions on January 6, 2015. Our invalidity contentions are due March 3, 2015. A claimconstruction hearing is scheduled for July 10, 2015. Trial is currently scheduled to begin on March 14, 2016.We intend to vigorously defend these lawsuits. These litigation matters are still in their early stages and the final outcome, including our liability, ifany, with respect to the claims in the lawsuits, is uncertain. If an unfavorable outcome were to occur in either litigation, the impact could be material to ourbusiness, financial condition, cash flow or results of operations, depending on the specific circumstances of the outcome.From time to time, we may become involved in legal proceedings arising in the ordinary course of our business. Other than as described above, we arenot presently a party to any legal proceedings that, if determined adversely to us, we believe would individually or taken together have a material adverseeffect on our business, financial condition, cash flows or results of operations.ITEM 4. MINE SAFETY DISCLOSURESNot applicable.25PART IIITEM 5. MARKET FOR REGISTRANT'S COMMON EQUITY, RELATED STOCKHOLDER MATTERS AND ISSUER PURCHASES OF EQUITYSECURITIESMarket Information for Common StockOur common stock is listed on the New York Stock Exchange under the symbol “NOW.”The following table sets forth for the indicated periods the high and low sales prices of our common stock as reported by the New York Stock Exchange. High LowYear ended December 31, 2014 First Quarter$71.80 $54.36 Second Quarter$63.96 $44.17 Third Quarter$64.98 $54.11 Fourth Quarter$70.90 $54.05 Year ended December 31, 2013 First Quarter$38.22 $25.54 Second Quarter$43.99 $33.95 Third Quarter$53.11 $39.83 Fourth Quarter$58.41 $47.37Dividend PolicyWe have never paid any cash dividends on our common stock. Our board of directors currently intends to retain any future earnings to supportoperations and to finance the growth and development of our business and does not intend to pay cash dividends on our common stock for the foreseeablefuture. Any future determination related to our dividend policy will be made at the discretion of our board of directors.StockholdersAs of December 31, 2014, there were 25 registered stockholders of record (not including beneficial holders of stock held in street names) of our commonstockSecurities Authorized for Issuance under Equity Compensation PlansThe information required by this item will be included in an amendment to this Annual Report on Form 10-K or incorporated by reference from ourdefinitive proxy statement to be filed pursuant to Regulation 14A.Stock Performance GraphThe following shall not be deemed incorporated by reference into any of our other filings under the Securities Exchange Act of 1934, as amended, theExchange Act, or the Securities Act except to the extent we specifically incorporate it by reference into such filing.The graph below compares the cumulative total stockholder return on our common stock with the cumulative total return on the NYSE CompositeIndex and the Standard & Poor Systems Software Index for the period beginning on June 29, 2012 (the date our common stock commenced trading on theNew York Stock Exchange) through December 31, 2014, assuming an initial investment of $100. Data for the NYSE Composite Index and the Standard &Poor Systems Software Index assume reinvestment of dividends.The comparisons in the graph below are based upon historical data and are not indicative of, nor intended to forecast, future performance of ourcommon stock.26 Jun 29,2012 Sep 30,2012 Dec 31,2012 Mar 31,2013 Jun 30,2013 Sep 30,2013 Dec 31,2013 Mar 31,2014 Jun 30,2014 Sep 30,2014 Dec 31,2014ServiceNow, Inc.100.00 157.24 122.07 147.15 164.19 211.18 227.68 243.58 251.87 238.94 275.81NYSE Composite100.00 106.46 109.60 118.97 120.54 127.34 138.40 140.95 147.96 145.06 147.74S&P Systems Software100.00 101.19 97.22 102.05 112.75 113.91 129.20 139.18 141.64 150.50 158.92Unregistered Sales of Equity SecuritiesThere were no unregistered sales of equity securities which have not been previously disclosed in a quarterly report on Form 10-Q or a current report onForm 8-K during the year ended December 31, 2014.Issuer Purchases of Equity SecuritiesDuring the year ended December 31, 2014, we did not purchase any of our equity securities that are registered under Section 12 of the Exchange Act.27ITEM 6. SELECTED CONSOLIDATED FINANCIAL DATA The following selected consolidated financial data should be read together with our consolidated financial statements and accompanying notes and“Management’s Discussion and Analysis of Financial Condition and Results of Operations” appearing elsewhere in this filing. The selected consolidatedfinancial data in this section are not intended to replace our consolidated financial statements and the related notes. Our historical results are not necessarilyindicative of our future results. The selected consolidated statements of operations data for each of the years ended December 31, 2014, 2013 and 2012, and the selected consolidatedbalance sheet data as of December 31, 2014 and 2013 are derived from our audited consolidated financial statements and are included in this Form 10-K. Theconsolidated statements of operations data for the six months ended December 31, 2011, fiscal 2011 and 2010 and the consolidated balance sheet data as ofDecember 31, 2012, 2011, and June 30, 2011 and 2010 are derived from our audited consolidated financial statements which are not included in this AnnualReport on Form 10-K.In February 2012, we changed our fiscal year-end from June 30 to December 31. References to “fiscal 2010” and “fiscal 2011” are to the fiscal yearsended June 30, 2010 and 2011, while references to 2011, 2012, 2013 and 2014 refer to the respective years ending on December 31. Year Ended December 31, Six Months EndedDecember 31, Fiscal Year Ended June 30, 2014 2013 2012 2011 2011 2010 (in thousands, except share and per share data)Consolidated Statements of Operations Data: Revenues(1): Subscription$567,217 $349,804 $204,526 $64,886 $79,191 $40,078Professional services and other115,346 74,846 39,186 8,489 13,450 3,251Total revenues682,563 424,650 243,712 73,375 92,641 43,329Cost of revenues(2)(3): Subscription142,687 87,928 63,258 15,073 15,311 6,378Professional services and other106,089 67,331 40,751 12,850 16,264 9,812Total cost of revenues248,776 155,259 104,009 27,923 31,575 16,190Gross profit433,787 269,391 139,703 45,452 61,066 27,139Operating expenses(2)(3): Sales and marketing341,119 195,190 103,837 32,501 34,123 19,334Research and development148,258 78,678 39,333 7,030 7,004 7,194General and administrative96,245 61,790 34,117 10,084 9,379 28,810Total operating expenses585,622 335,658 177,287 49,615 50,506 55,338Income (loss) from operations(151,835) (66,267) (37,584) (4,163) 10,560 (28,199)Interest and other income (expense), net(23,705) (4,930) 1,604 (1,446) 606 (1,226)Income (loss) before provision for income taxes(175,540) (71,197) (35,980) (5,609) 11,166 (29,425)Provision for income taxes3,847 2,511 1,368 1,075 1,336 280Net income (loss)$(179,387) $(73,708) $(37,348) $(6,684) $9,830 $(29,705)Net income (loss) attributable to commonstockholders: Basic$(179,387) $(73,708) $(37,656) $(6,996) $1,639 $(30,345)Diluted$(179,387) $(73,708) $(37,656) $(6,996) $2,310 $(30,345)Net income (loss) per share attributable to commonstockholders: Basic$(1.23) $(0.54) $(0.51) $(0.33) $0.09 $(1.31)Diluted$(1.23) $(0.54) $(0.51) $(0.33) $0.08 $(1.31)Weighted-average shares used to compute netincome (loss) per share attributable to commonstockholders: Basic145,355,543 135,415,809 73,908,631 21,104,219 18,163,977 23,157,576Diluted145,355,543 135,415,808 73,908,630 21,104,219 28,095,486 23,157,57628(1)Revenues subsequent to July 1, 2010 reflect the prospective adoption of new revenue accounting guidance for arrangements with multiple deliverables. Please refer to Note 2 toour consolidated financial statements for further discussion of our revenue recognition policies.(2)Stock-based compensation included in the statements of operations data above was as follows: Year Ended December 31, Six Months EndedDecember 31,Fiscal Year Ended June 30, 2014 2013 2012 2011 2011 2010 (in thousands)Cost of revenues: Subscription$14,988 $8,434 $3,929 $674 $548 $48Professional services and other13,116 4,749 1,574 193 117 28Sales and marketing54,006 21,609 10,189 2,010 1,004 277Research and development42,535 16,223 6,496 704 468 90General and administrative29,674 14,566 5,749 2,056 817 102 (3)Cost of revenues and operating expenses for the fiscal year ended June 30, 2010 reflect compensation expense of $0.7 million and $30.1 million, respectively, related to therepurchase of shares from eligible stockholders in connection with our sale and issuance of Series D preferred stock. As of December 31, As of June 30, 2014 2013 2012 2011 2011 2010 (in thousands)Consolidated Balance Sheet Data: Cash and cash equivalents$252,455 $366,303 $118,989 $68,088 $59,853 $29,402Working capital, excluding deferred revenue809,660 722,214 364,426 95,033 75,801 33,080Total assets1,425,079 1,168,476 478,114 156,323 108,746 51,369Deferred revenue, current and non-current portion422,238 266,722 170,361 104,636 74,646 40,731Convertible senior notes, net443,764 414,777 — — — —Convertible preferred stock— — — 68,172 67,860 67,227Total stockholders’ equity (deficit)428,675 394,259 243,405 (57,426) (58,381) (71,262)29ITEM 7. MANAGEMENT’S DISCUSSION AND ANALYSIS OF FINANCIAL CONDITION AND RESULTS OF OPERATIONS You should read the following discussion and analysis of our financial condition and results of operations together with our consolidated financialstatements and the related notes appearing under "Consolidated Financial Statements and Supplementary Data" in Item 8 of this filing. Some of theinformation contained in this discussion and analysis or set forth elsewhere in this filing, including information with respect to our plans and strategy forour business, includes forward-looking statements that involve risks and uncertainties. You should carefully read the “Forward Looking Statements" and"Risk Factors” sections of this filing for a discussion of important factors that could cause actual results and the timing of certain events to differ materiallyfrom future results expressed or implied by the forward-looking statements contained in the following discussion and analysis. Overview ServiceNow is a leading provider of cloud-based solutions that define, structure, manage and automate services across the global enterprise. Byapplying a service-oriented lens to the activities, tasks and processes that comprise day-to-day work life, we help the modern enterprise operate faster and bemore scalable than ever before. We offer our services on an annual subscription fee basis which includes access to the ordered subscription service and relatedsupport including updates to the subscribed service during the subscription term. We provide a scaled pricing model based on the duration of thesubscription term and we frequently extend discounts to our customers based on the number of users. We generate sales through our direct sales team andindirectly through channel partners and third-party referrals. We also generate revenues from professional services for implementation and training ofcustomer personnel. We generally bill our customers annually in advance for subscription services and monthly in arrears for our professional services as thework is performed. A majority of our revenues come from large global enterprise customers. We continue to invest in the development of our services, infrastructure andsales and marketing to drive long-term growth. We increased our overall employee headcount to 2,826 as of December 31, 2014 from 1,830 as of December31, 2013. Key Factors Affecting Our Performance Upsell rate. To grow our business it is important for us to generate additional sales from existing customers, which we refer to as our upsell rate. Wecalculate our upsell rate as the annualized contract value, or ACV, of upsells, net of losses during the period, divided by our total ACV signed during theperiod. The upsell rate was 36%, 31% and 30% for the years ended December 31, 2014, 2013 and 2012, respectively. Our upsells are primarily derived by anincrease in the number of seat licenses purchased by our customers and are also derived from the addition of other subscription services.Renewal rate. We calculate our renewal rate by subtracting our attrition rate from 100%. Our attrition rate for a period is equal to the ACV from lostcustomers, divided by the total ACV from all customers that renewed during the period and from all lost customers. A lost customer is a customer that did notrenew a contract expiring in the period and that, in our judgment, will not renew. Typically a customer that reduces its subscription upon renewal is notconsidered a lost customer. However, in instances where the subscription decrease represents the majority of the customer's ACV, we may deem the renewal asa lost customer. Our renewal rate was 97%, 96% and 97% for the years ended December 31, 2014, 2013 and 2012, respectively.Total customers. We believe our total customer count is a key indicator of our market penetration, growth and future revenues. We have aggressivelyinvested in, and intend to continue to invest in, our direct sales force and additional partnerships with our indirect sales channel. We generally define acustomer as an entity with an active subscription contract as of the measurement date. In situations where there is a single contract that applies to entities withmultiple subsidiaries or divisions, universities or governmental organizations, each entity that has contracted for a separate production instance of ourservices are counted as a separate customer. As of December 31, 2014, 2013 and 2012, our total customer count was 2,725, 2,061 and 1,512, respectively. Ourcustomer count excludes customers of our Express product offering, which is our recently launched standardized IT service management solution.Number of customers with ACV greater than $1 million. We count the total number of customers with ACV greater than $1 million as of the end of theperiod. We had 129, 67 and 37 customers with ACV greater than $1 million as of December 31, 2014, 2013 and 2012, respectively.30G2K customer count. The Global 2000 ("G2K") customer count is defined as the total number of G2K companies in our customer base as of the end ofthe period. The Forbes Global 2000 is an annual ranking of the top 2000 public companies in the world by Forbes magazine. The ranking is based on a mixof four metrics: sales, profit, assets, and market value. The Forbes list is updated annually in the second quarter of the calendar year. Current and prior periodG2K customer counts are based on the most recent list for comparability purposes. We adjust the G2K count for acquisitions, spin-offs, and other marketactivity to ensure the G2K customer count is accurately captured. For example, when a G2K company that is not our customer acquires a company in ourexisting customer base that is not a G2K company, a new G2K customer will be added in the quarter the acquisition occurs. When we enter into a contractwith a G2K parent company, or any of its related subsidiaries, or any combination of entities within a G2K company, only one G2K customer will be counted.Further penetration into entities within the G2K customer is not counted as a new customer in the G2K customer count. Our G2K customer count was 522,400 and 265 as of December 31, 2014, 2013 and 2012, respectively. Components of Results of Operations Revenues Subscription revenues. Subscription revenues are primarily comprised of fees that give customers access to the ordered subscription service, relatedsupport and updates to the subscribed service during the subscription term. Pricing includes multiple instances, hosting and support services, data backupand disaster recovery services, as well as future upgrades, when and if available, offered during the subscription period. We typically invoice our customersfor subscription fees in annual increments upon execution of the initial contract or subsequent renewal. Our contract is generally non-cancelable during thesubscription term, though a customer can terminate for breach if we materially fail to perform.We generate sales directly through our sales team and, to a lesser extent, through our channel partners. Sales to our channel partners are made at adiscount and revenues are recorded at the discounted price when all revenue recognition criteria are met. From time to time, our channel partners also provideus referrals for which we pay a referral fee. We pay referral fees to channel partners and other third parties, which is typically 15% of the customer's ACV. Thereferral fees paid could vary depending on the level of activity the partner performs in the sales process. These fees are included in sales and marketingexpense. Professional services and other revenues. Professional services revenues consist of fees associated with the implementation and configuration of oursubscription service. Our pricing for professional services are primarily on a time-and-materials basis. We generally invoice our professional services monthlyin arrears based on actual hours and expenses incurred. Other revenues include primarily fees from customer training delivered on-site or publicly availableclasses, royalties from licensing training materials, attendance and sponsorship fees for our annual Knowledge user conference and other customer forums.Typical payment terms require our customers to pay us within 30 days of invoice.Refer to “Critical Accounting Policies and Significant Judgments and Estimates” below for further discussion of our revenue recognition accountingpolicy.Allocation of Overhead Costs Overhead costs associated with office facilities, IT and certain depreciation related to non-cloud-based infrastructure are allocated to cost of revenuesand operating expenses based on headcount. Facility costs associated with our data centers (included as part of data center capacity costs) as well asdepreciation related to our cloud-based infrastructure hardware equipment are classified as cost of subscription revenues.Cost of Revenues Cost of subscription revenues. Cost of subscription revenues consists primarily of expenses related to hosting our services and providing support to ourcustomers. These expenses are comprised of data center capacity costs, depreciation related to our cloud-based infrastructure hardware equipment,amortization of acquired developed technology intangibles, personnel related costs directly associated with our cloud-based infrastructure and customersupport, including salaries, benefits, bonuses and stock-based compensation and allocated overhead. Cost of professional services and other revenues. Cost of professional services and other revenues consists primarily of personnel related costs directlyassociated with our professional services and training departments, including salaries, benefits, bonuses and stock-based compensation, the costs ofcontracted third-party vendors and allocated overhead.31Professional services associated with the implementation and configuration of our subscription services are performed directly by our services team, aswell as by contracted third-party vendors. Fees paid to third-party vendors are primarily recognized as cost of revenues as the professional services aredelivered. Cost of revenues associated with our professional services engagements contracted with third-party vendors as a percentage of professionalservices and other revenues was 17%, 17% and 26% for the years ended December 31, 2014, 2013 and 2012, respectively.Sales and Marketing Expenses Sales and marketing expenses consist primarily of personnel related expenses directly associated with our sales and marketing staff, including salaries,benefits, bonuses, commissions and stock-based compensation. Sales and marketing expenses also includes third-party referral fees, marketing andpromotional events, including our annual Knowledge user conference, online marketing, product marketing and allocated overhead. Research and Development Expenses Research and development expenses consist primarily of personnel related expenses directly associated with our research and development staff,including salaries, benefits, bonuses and stock-based compensation and allocated overhead. General and Administrative Expenses General and administrative expenses consist primarily of personnel related expenses for our executive, finance, legal, human resources andadministrative personnel, including salaries, benefits, bonuses and stock-based compensation, external legal, accounting and other professional services fees,other corporate expenses and allocated overhead. Provision for Income Taxes The provision for income taxes consists of federal, state and foreign income taxes. Due to cumulative losses, we maintain a valuation allowance againstour U.S. deferred tax assets as of December 31, 2014 and 2013. We consider all available evidence, both positive and negative, including but not limited to,earnings history, projected future outcomes, industry and market trends and the nature of each of the deferred tax assets in assessing the extent to which avaluation allowance should be applied against our U.S. deferred tax assets.32Results of Operations To enhance comparability, the following table sets forth our results of operations for the periods presented. The period-to-period comparison offinancial results is not necessarily indicative of future results. Year Ended December 31, 2014 2013 2012 (in thousands)Revenues: Subscription$567,217$349,804$204,526Professional services and other115,34674,84639,186Total revenues682,563424,650243,712Cost of revenues(1): Subscription142,68787,92863,258Professional services and other106,08967,33140,751Total cost of revenues248,776155,259104,009Gross profit433,787269,391139,703Operating expenses(1): Sales and marketing341,119195,190103,837Research and development148,25878,67839,333General and administrative96,24561,79034,117Total operating expenses585,622335,658177,287Loss from operations(151,835)(66,267)(37,584)Interest and other income (expense), net(23,705)(4,930)1,604Loss before provision for income taxes(175,540)(71,197)(35,980)Provision for income taxes3,8472,5111,368Net loss$(179,387)$(73,708)$(37,348) (1)Stock-based compensation included in the statements of operations data above was as follows: Year Ended December 31, 2014 2013 2012 (in thousands)Cost of revenues: Subscription$14,988 $8,434 $3,929Professional services and other13,116 4,749 1,574Sales and marketing54,006 21,609 10,189Research and development42,535 16,223 6,496General and administrative29,674 14,566 5,74933 Year Ended December 31, 2014 2013 2012Revenues: Subscription83 % 82 % 84 %Professional services and other17 18 16Total revenues100 100 100Cost of revenues: Subscription21 21 26Professional services and other16 16 17Total cost of revenues37 37 43Gross profit63 63 57Operating expenses: Sales and marketing50 46 42Research and development22 18 16General and administrative14 14 14Total operating expenses86 78 72Loss from operations(23) (15) (15)Interest and other income (expense), net(2) (1) 1Loss before provision for income taxes(25) (16) (14)Provision for income taxes1 1 1Net loss(26)% (17)% (15)% Year Ended December 31, 2014 2013 2012 (in thousands)Revenues by geography North America$465,332 $295,400 $173,001Europe173,635 105,177 60,579Asia Pacific and other43,596 24,073 10,132Total revenues$682,563 $424,650 $243,712 Year Ended December 31, 2014 2013 2012Revenues by geography North America68% 69% 71%Europe26 25 25Asia Pacific and other6 6 4Total revenues100% 100% 100%34Comparison of the years ended December 31, 2014 and 2013 Revenues Year Ended December 31, % Change 2014 2013 (dollars in thousands) Revenues: Subscription$567,217 $349,804 62%Professional services and other115,346 74,846 54%Total revenues$682,563 $424,650 61%Percentage of revenues: Subscription83% 82% Professional services and other17 18 Total100% 100% Subscription revenues increased $217.4 million during the year ended December 31, 2014, compared to the prior year, driven by our upsells, renewalsand an increase in our customer count. The number of deals with new ACV greater than $1 million entered into during the years ended December 31, 2014and 2013 were 36 and 14, respectively. We define new ACV as ACV from new customers and upsells to existing customers. The average new customercontract term were 34 months and 33 months for the years ended December 31, 2014 and 2013, respectively. The average upsell contract term and averagerenewal contract term remained at 24 months and 26 months, respectively, for the years ended December 31, 2014 and 2013. We calculate the averagecontract term for new customers, upsells, and renewals based on the term of those contracts entered into during the period weighted by their ACV. Revenuesfrom our direct sales organization and channel partners represented 87% and 13%, respectively, for the year ended December 31, 2014 and 88% and 12%,respectively for the year ended December 31, 2013.Professional services and other revenues increased $40.5 million during the year ended December 31, 2014, compared to the prior year, due to anincrease in the services provided to our growing customer base. In addition, revenues from our annual Knowledge user conference increased to $8.2 millionduring the year ended December 31, 2014 compared to $5.0 million in the prior year due to increased sponsorship and paid registrations in the current year.Our annual total revenues per customer increased to approximately $287,000 for the year ended December 31, 2014, compared to approximately$238,000 for the year ended December 31, 2013. Our annual total revenues per customer is the sum of average quarterly revenues for the trailing fourquarters. We calculate average quarterly revenues per customer by dividing the quarter’s revenues by the average number of customers in the quarter. In thesecond quarter of 2014, we made a change to our calculation to improve the accuracy of our average revenues per customer. In this filing, we have used thisupdated calculation for each of the years ended December 31, 2014 and 2013. The change in methodology increased the annual total revenues per customerthat we had disclosed in the prior year by 3%.35Cost of Revenues and Gross Profit Percentage Year Ended December 31, % Change 2014 2013 (dollars in thousands) Cost of revenues: Subscription$142,687 $87,928 62%Professional services and other106,089 67,331 58%Total cost of revenues$248,776 $155,259 60%Gross profit percentage: Subscription75% 75% Professional services and other8% 10% Total gross profit percentage63% 63% Gross profit:$433,787 $269,391 61%Headcount (at period end) Subscription478 341 40%Professional services and other416 295 41%Total headcount894 636 41% Cost of subscription revenues increased $54.8 million during the year ended December 31, 2014, compared to the prior year, primarily due to increasedheadcount resulting in an increase of $22.9 million in personnel related costs excluding stock-based compensation, an increase of $6.6 million in stock-based compensation, an increase of $6.3 million in depreciation expense primarily due to purchases of cloud-based infrastructure hardware equipment for ourdata centers and an increase of $4.4 million in other overhead expenses. Data center capacity costs increased $5.4 million primarily due to the expansion ofour data centers. Amortization of intangible assets increased $5.4 million as a result of the acquisition of Neebula Systems, Ltd., or Neebula, in July 2014.Our subscription gross profit percentage was 75% for each of the years ended December 31, 2014 and 2013. We expect our cost of subscription revenuesto increase in absolute dollar terms as we provide subscription services to more customers and increase the number of users within our customer instances, butwe expect such increase to be at a slower rate than the increase in our subscription revenue, leading to a slight increase in our subscription gross profitpercentage for the year ended December 31, 2015 as we continue to leverage the investments we have made in our existing data center infrastructure. To theextent future acquisitions are consummated, our cost of subscription revenues may increase due to additional non-cash charges associated with theamortization of intangible assets acquired.We expect to incur a GAAP loss for the year ended December 31, 2015, due to increased costs such as non-cash charges associated with equity awardsand business combinations and other expenses. Cost of professional services and other revenues increased $38.8 million during the year ended December 31, 2014 as compared to the prior year,primarily due to increased headcount resulting in an increase of $21.6 million in personnel related costs excluding stock-based compensation, an increase of$8.4 million in stock-based compensation, an increase of $3.2 million in overhead expenses, and an increase of $6.0 million in contracted third-party vendorcosts.Our professional services and other gross profit percentage decreased to 8% during the year ended December 31, 2014 compared to 10% in the prioryear due to increased stock-based compensation. The decrease in gross profit percentage was partially offset by the increase in revenues from our annualKnowledge user conference. Costs associated with Knowledge are included in sales and marketing expense. Knowledge contributed $8.2 million, or 7percentage points to the professional services and other gross profit percentage for the year ended December 31, 2014. Knowledge contributed $5.0 millionin revenue, or 6 percentage points to the professional services and other gross profit percentage for the year ended December 31, 2013. We expect our grossprofit percentage from professional services and other to remain relatively flat for the year ended December 31, 2015. 36Sales and Marketing Year Ended December 31 % Change 2014 2013 (dollars in thousands) Sales and marketing$341,119 $195,190 75%Percentage of revenues50% 46% Headcount (at period end)1,011 615 64% Sales and marketing expenses increased $145.9 million during the year ended December 31, 2014, compared to the prior year, primarily due toincreased headcount that resulted in an increase of $67.5 million in personnel related costs excluding stock-based compensation, an increase of $32.4 millionin stock-based compensation, an increase of $8.6 million in overhead expenses, and an increase of $21.6 million in commission expense. Commissions andreferral fee expenses amounted to 10% of subscription revenues for the years ended December 31, 2014 and 2013.In addition, expenses related to our annual Knowledge user conference increased $7.0 million, from $8.3 million for the year ended December 31, 2013to $15.3 million for the year ended December 31, 2014, due to an increase in attendance of more than 50% year-over-year. All other marketing programexpenses, which include events, advertising and market data, increased $6.1 million for the year ended December 31, 2014 compared to the prior year.We expect sales and marketing expenses to increase for the year ended December 31, 2015 in absolute dollar terms, but remain relatively flat as apercentage of total revenues as we continue to expand our direct sales force, increase our marketing activities, grow our international operations, build brandawareness and sponsor additional marketing events.Research and Development Year Ended December 31 % Change 2014 2013 (dollars in thousands) Research and development$148,258 $78,678 88%Percentage of revenues22% 18% Headcount (at period end)585 352 66% Research and development expenses increased $69.6 million during the year ended December 31, 2014, compared to the prior year, primarily due toincreased headcount which resulted in an increase of $34.9 million in personnel related costs excluding stock-based compensation, an increase of $26.3million in stock-based compensation and an increase of $6.7 million in overhead expenses. We expect research and development expenses to increase for the year ended December 31, 2015 in absolute dollar terms, but remain flat as apercentage of total revenues as we continue to improve the existing functionality of our services, develop new applications to fill market needs and continueto enhance our core platform. 37General and Administrative Year Ended December 31 % Change 2014 2013 (dollars in thousands) General and administrative$96,245 $61,790 56%Percentage of revenues14% 14% Headcount (at period end)336 227 48% General and administrative expenses increased $34.5 million during the year ended December 31, 2014, compared to the prior year, primarily due toincreased headcount which resulted in an increase of $10.3 million in personnel related costs excluding stock-based compensation, an increase of $15.1million in stock-based compensation and an increase of $3.0 million in overhead expenses. Outside services increased $4.5 million primarily due to anincrease in legal fees associated with our litigation, an increase in the number of contractors to support our administrative functions and costs associated withthe acquisition of Neebula.We expect general and administrative expenses to increase for the year ended December 31, 2015 in absolute dollar terms as we continue to hire peopleand incur costs associated with our litigation, but to decrease as a percentage of total revenues as we continue to grow.Stock-based Compensation Year Ended December 31 % Change 2014 2013 (dollars in thousands) Cost of revenues: Subscription$14,988 $8,434 78%Professional services and other13,116 4,749 176%Sales and marketing54,006 21,609 150%Research and development42,535 16,223 162%General and administrative29,674 14,566 104%Total stock-based compensation$154,319 $65,581 135%Percentage of revenues23% 15% Stock-based compensation increased $88.7 million during the year ended December 31, 2014, compared to the prior year, primarily due to increasedheadcount, an increase in the weighted-average grant date fair value of stock awards, and performance RSUs granted to our executives in the current year. Thenew equity incentive awards granted in the current year, including the performance RSUs, resulted in an increase of $75.1 million in stock-basedcompensation. The weighted-average grant date exercise price per stock option share was $61.40 and $38.07 for the year ended December 31, 2014 and2013, respectively. The weighted-average grant date fair value per restricted stock unit was $61.13 and $38.15 for the year ended December 31, 2014 and2013, respectively.In addition, stock-based compensation increased $19.9 million related to equity incentive awards granted in the prior year, for which a partial year ofexpense was recognized in the prior year and $2.4 million related to increased participation in our employee stock purchase plan. The increase in stock-basedcompensation was partially offset by stock awards forfeited in the current year and stock awards fully vesting in the current year.Stock-based compensation is inherently difficult to forecast due to fluctuations in our stock price and the uncertainty around the achievement ofperformance criteria associated with our performance RSUs. We expect stock-based compensation to continue to increase for the year ended December 31,2015 in absolute dollar terms and as a percentage of total revenues. We expect to incur a GAAP loss for the year ended December 31, 2015, due to increased costs such as non-cash charges associated with equity awardsand business combinations and other expenses. 38Interest and Other Income (Expense), net Year Ended December 31 % Change 2014 2013 (dollars in thousands) Interest expense related to the Notes$(29,059) $(3,498) 731 %Interest income2,964 1,053 181 %Foreign currency exchange gain/(loss)2,490 (2,493) (200)%Other(100) 8 NMInterest and other income/(expense), net$(23,705) $(4,930) NMPercentage of revenues(2)% (1)% Interest and other expense, net, increased $18.8 million during the year ended December 31, 2014, compared to the prior year, primarily due to a $25.6million increase in amortization expense of debt discount and issuance costs related to our convertible senior notes (the "Notes") issued in November 2013,partially offset by a gain from foreign currency transactions and increased interest income. We had a foreign currency transaction gain of $2.5 million for theyear ended December 31, 2014, compared to a loss of $2.5 million for the prior year, primarily due to the strengthening of the U.S. Dollar against other majorcurrencies and an increase in our foreign operations. Interest income increased $1.9 million due to the higher investment balances during the year endedDecember 31, 2014 compared to the prior year. During the year ended December 31, 2015, we expect to incur approximately $31.1 million in amortizationexpense of debt discount and issuance costs related to the Notes. Our expanding international operations will continue to increase our exposure to currencyrisks, though we cannot presently predict the impact of this exposure on our consolidated financial statements.While we have not engaged in the hedging of our foreign currency transactions to date, we are presently evaluating the costs and benefits of initiatingsuch a program and may hedge selected significant transactions denominated in currencies other than the U.S. dollar in the future. Provision for Income Taxes Year Ended December 31 % Change 2014 2013 (dollars in thousands) Loss before income taxes$(175,540) $(71,197) 147%Provision for income taxes3,847 2,511 53%Effective tax rate(2)% (4)% Our effective tax rate was (2)% for the year ended December 31, 2014 compared to (4)% for the prior year. Our tax expense increased $1.3 millionduring the year ended December 31, 2014, compared to the prior year, primarily due to a higher proportion of taxable earnings in foreign jurisdictions. SeeNote 16 in the notes to our consolidated financial statements included elsewhere in this Annual Report on Form 10-K. for our reconciliation of income taxesat the statutory federal rate to the provision for income taxes.We continue to maintain a full valuation allowance on our U.S. federal and state deferred tax assets, and the significant components of the tax expenserecorded are current cash taxes in various jurisdictions. The cash tax expenses are impacted by each jurisdiction’s individual tax rates, laws on timing ofrecognition of income and deductions, and availability of net operating losses and tax credits. Given the full valuation allowance, sensitivity of current cashtaxes to local rules and our foreign structuring, we expect our effective tax rate could fluctuate significantly on a quarterly basis and could be adverselyaffected to the extent earnings are lower than anticipated in countries that have lower statutory rates and higher than anticipated in countries that have higherstatutory rates. We consider the earnings of our foreign subsidiaries to be indefinitely reinvested outside of the United States.39 Comparison of the years ended December 31, 2013 and 2012 Revenues Year Ended December 31, % Change 2013 2012 (dollars in thousands) Revenues: Subscription$349,804 $204,526 71%Professional services and other74,846 39,186 91%Total revenues$424,650 $243,712 74%Percentage of revenues: Subscription82% 84% Professional services and other18 16 Total100% 100% Subscription revenues increased $145.3 million during the year ended December 31, 2013, compared to the prior year, driven by our upsells, renewalsand an increase in our customer count. Our upsell rate and renewal rate for the trailing twelve months ending December 31, 2013 were 31% and 96%,respectively, compared to 30% and 97%, respectively, for the trailing twelve months ending December 31, 2012. Total customer count at December 31, 2013was 2,061 compared to 1,512 at December 31, 2012, an increase of 36%. Revenues from our direct sales organization and channel partners represented 88%and 12%, respectively, for the years ended December 31, 2013 and 2012.Professional services and other revenues increased $35.7 million during the year ended December 31, 2013, compared to the prior year, due to anincrease in the services provided to our growing customer base, increase in utilization and improvements in pricing of our professional services engagements.In addition, revenues from our annual Knowledge user conference increased to $5.0 million during the year ended December 31, 2013 compared to $2.0million in the prior year due to increased sponsorship and paid registrations.Our annual total revenues per customer increased to approximately $238,000 for the year ended December 31, 2013, compared to approximately$199,000 for the year ended December 31, 2012. Our annual total revenues per customer is the sum of average quarterly revenues for the trailing fourquarters. We calculate average quarterly revenues per customer by dividing the quarter’s revenues by the average number of customers in the quarter. In thesecond quarter of 2014, we made a change to our calculation to improve the accuracy of our average revenues per customer. In this filing, we have used thisupdated calculation for each of the years ended December 31, 2013 and 2012. The change in methodology increased the annual total revenues per customerthat we had disclosed in the prior year by 5%.40Cost of Revenues and Gross Profit (Loss) Percentage Year Ended December 31, % Change 2013 2012 (dollars in thousands) Cost of revenues: Subscription$87,928 $63,258 39%Professional services and other67,331 40,751 65%Total cost of revenues$155,259 $104,009 49%Gross profit (loss) percentage: Subscription75% 69 % Professional services and other10% (4)% Total gross profit percentage63% 57 % Gross profit:$269,391 $139,703 93%Headcount (at period end) Subscription341 218 56%Professional services and other295 183 61%Total headcount636 401 59% Cost of subscription revenues increased $24.7 million during the year ended December 31, 2013, compared to the prior year, primarily due to increasedheadcount resulting in an increase of $14.6 million in personnel related costs excluding stock-based compensation, an increase of $4.5 million in stock-based compensation, an increase of $4.7 million in depreciation expense primarily due to purchases of cloud-based infrastructure hardware equipment for ourdata centers and an increase of $2.7 million in other overhead expenses. Data center capacity costs decreased $1.8 million primarily due to the migration ofcustomers from our managed service data centers to our co-location data centers.Our subscription gross profit percentage was 75% for the year ended December 31, 2013 compared to 69% for the prior year.Cost of professional services and other revenues increased $26.6 million during the year ended December 31, 2013 as compared to the prior yearprimarily due to increased headcount resulting in an increase of $17.3 million in personnel related costs excluding stock-based compensation, an increase of$3.2 million in stock-based compensation, an increase of $2.1 million in overhead expenses, and an increase of $3.7 million in outside services costs.Our professional services and other gross profit (loss) percentage increased to 10% during the year ended December 31, 2013 compared to (4)% in theprior year due to improved scoping and pricing on customer engagements, better resource utilization and an increase in revenues from our annual Knowledgeuser conference which contributed six percentage points to the professional services and other gross profit percentage for each of the years ended December31, 2013 and 2012. All related expenses from our annual Knowledge user conference are recorded in sales and marketing. Sales and Marketing Year Ended December 31 % Change 2013 2012 (dollars in thousands) Sales and marketing$195,190 $103,837 88%Percentage of revenues46% 42% Headcount (at period end)615 350 76% 41Sales and marketing expenses increased $91.4 million during the year ended December 31, 2013 as compared to the prior year, primarily due toincreased headcount that resulted in an increase of $45.2 million in personnel related costs excluding stock-based compensation, an increase of $11.4 millionin stock-based compensation, an increase of $5.2 million in overhead expenses and an increase of $17.5 million in commissions expense. Commissionsincreased primarily due to growth in bookings and current year changes to our commission plans that place more emphasis on achieving quarterly targets andallow for participants in the plan to increase their compensation at a higher rate for exceeding their annual targets. Commissions and referral fees amounted to10% and 8% of subscription revenues for the years ended December 31, 2013 and 2012, respectively. Marketing and event expenses increased $10.7 million,which included a $4.7 million increase in expenses related to our annual Knowledge user conference due to attendance more than doubling compared to theprior year.Research and Development Year Ended December 31 % Change 2013 2012 (dollars in thousands) Research and development$78,678 $39,333 100%Percentage of revenues18% 16% Headcount (at period end)352 200 76% Research and development expenses increased $39.3 million during the year ended December 31, 2013 as compared to the prior year, primarily due toincreased headcount which resulted in an increase of $23.9 million in personnel related costs excluding stock-based compensation, an increase of $9.7million in stock-based compensation, an increase of $4.0 million in overhead expenses and an increase of $1.5 million in outside services related to increaseduse of consultants. General and Administrative Year Ended December 31 % Change 2013 2012 (dollars in thousands) General and administrative$61,790 $34,117 81%Percentage of revenues14% 16% Headcount (at period end)227 126 80% General and administrative expenses increased $27.7 million during the year ended December 31, 2013 as compared to the prior year, primarily due toincreased headcount which resulted in an increase of $13.4 million in personnel related costs excluding stock-based compensation, an increase of $8.8million in stock-based compensation and an increase of $2.8 million in overhead expenses. Outside services increased $2.9 million primarily due to ourinternational expansion and the acquisition of Mirror42 Holding B.V. The increase is also related to costs associated with our first full year of being a publiccompany.Stock-based Compensation Year Ended December 31 % Change 2013 2012 (dollars in thousands) Cost of revenues: Subscription$8,434 $3,929 115%Professional services and other4,749 1,574 202%Sales and marketing21,609 10,189 112%Research and development16,223 6,496 150%General and administrative14,566 5,749 153%Total stock-based compensation$65,581 $27,937 135%Percentage of revenues15% 11% 42 Stock-based compensation increased $37.6 million during the year ended December 31, 2013, compared to the prior year, primarily due to increasedheadcount and an increase in the weighted-average grant date fair value of stock awards. The new equity incentive awards granted in the year endedDecember 31, 2013 resulted in an increase of $29.0 million in stock-based compensation. The weighted-average grant date exercise price per stock optionshare was $38.07 and $15.03 for the year ended December 31, 2013 and 2012, respectively. The weighted-average grant date fair value per restricted stockunit was $38.15 and $17.02 for the year ended December 31, 2013 and 2012, respectively.In addition, stock-based compensation increased $7.4 million related to equity incentive awards granted in the prior year, for which a partial year ofexpenses was recognized in the prior year and $2.7 million related to our employee purchase plan which became effective on June 28, 2012. The increase instock-based compensation was partially offset by stock awards forfeited in the current year and stock awards fully vesting in the current year.Interest and Other Income (Expense), net Year Ended December 31 % Change 2013 2012 (dollars in thousands) Interest expense related to the Notes$(3,498) $— NMInterest income1,053 351 200 %Foreign currency exchange gain/(loss)(2,493) 1,067 (334)%Other8 186 (96)%Interest and other income/(expense), net$(4,930) $1,604 NMPercentage of revenues(1)% 1% Interest and other income, net, decreased $6.5 million during the year ended December 31, 2013 as compared to the prior year, primarily due to a lossfrom foreign currency transactions and $3.5 million in amortization expense of debt discount and issuance costs related to our Notes issued in November2013. We had a foreign currency transaction loss of $2.5 million for the year ended December 31, 2013 as compared to a gain of $1.1 million for the prioryear, primarily due to the strengthening of the Euro against other major currencies and an increase in our foreign operations. The decrease was partially offsetby an increase of $0.7 million in interest income due to the higher investment balances during the year ended December 31, 2013 compared to the prior year. Provision for Income Taxes Year Ended December 31 % Change 2013 2012 (dollars in thousands) Loss before income taxes$(71,197) $(35,980) 98%Provision for income taxes2,511 1,368 84%Effective tax rate(4)% (4)% Our effective tax rate remained at (4)% during the years ended December 31, 2013 and 2012. Our tax expense increased $1.1 million during the yearended December 31, 2013 as compared to the prior year due to a higher proportion of earnings in foreign jurisdictions with high statutory tax rates, a higherloss from U.S. operations, the tax effect of acquired companies, and the issuance of the Notes. See Note 16 in the notes to our consolidated financialstatements included elsewhere in this Annual Report on Form 10-K for our reconciliation of income taxes at the statutory federal rate to the provision forincome taxes.43Quarterly Results of Operations The following table sets forth our unaudited quarterly consolidated statements of operations. We have prepared the quarterly data on a consistent basiswith the audited consolidated financial statements included elsewhere in this Annual Report on Form 10-K. In the opinion of management, the financialinformation reflects all necessary adjustments, consisting only of normal recurring adjustments, necessary for a fair statement of this data. This informationshould be read in conjunction with the audited consolidated financial statements and related notes thereto included elsewhere in this Annual Report on Form10-K. The results of historical periods are not necessarily indicative of the results of operations for a full year or any future period. For the Three Months Ended Dec 30,2014 Sep 30,2014 June 30,2014 March 31,2014 Dec 30,2013 Sep 30,2013 June 30,2013 March 31,2013 (in thousands, except per share data)Revenues: Subscription$166,751 $150,367 $132,724 $117,375 $104,878 $92,992 $80,376 $71,558Professionalservices and other31,253 28,345 34,033 21,715 20,352 18,267 21,846 14,381Totalrevenues198,004 178,712 166,757 139,090 125,230 111,259 102,222 85,939Cost of revenues: Subscription40,330 37,925 33,243 31,189 25,968 23,429 20,219 18,312Professionalservices and other30,308 28,161 25,695 21,925 19,410 18,146 15,779 13,996Total costof revenues70,638 66,086 58,938 53,114 45,378 41,575 35,998 32,308Gross profit127,366 112,626 107,819 85,976 79,852 69,684 66,224 53,631Operating expenses: Sales andmarketing95,764 84,002 91,937 69,416 57,337 47,336 52,291 38,226Research anddevelopment42,026 39,683 35,439 31,110 23,869 20,819 17,951 16,039General andadministrative26,260 23,440 24,914 21,631 18,007 16,179 15,325 12,279Totaloperatingexpenses164,050 147,125 152,290 122,157 99,213 84,334 85,567 66,544Loss fromoperations(36,684) (34,499) (44,471) (36,181) (19,361) (14,650) (19,343) (12,913)Interest and otherincome (expense), net(6,562) (5,949) (5,231) (5,963) (4,326) 600 (1,323) 119Loss before provisionfor income taxes(43,246) (40,448) (49,702) (42,144) (23,687) (14,050) (20,666) (12,794)Provision for incometaxes1,417 602 661 1,167 545 663 739 564Net loss$(44,663) $(41,050) $(50,363) $(43,311) $(24,232) $(14,713) $(21,405) $(13,358)Net loss attributable tocommon stockholders- basic and diluted$(44,663) $(41,050) $(50,363) $(43,311) $(24,232) $(14,713) $(21,405) $(13,358)Net loss per shareattributable tocommon stockholders- basic and diluted$(0.30) $(0.28) $(0.35) $(0.30) $(0.17) $(0.11) $(0.16) $(0.10)44Seasonality, Cyclicality and Quarterly Trends We have historically experienced seasonality in terms of when we enter into customer agreements for our services. We sign a significantly higherpercentage of agreements with new customers, as well as renewal agreements with existing customers, in the quarter ended December 31. The increase incustomer agreements for the quarter ended December 31 is primarily a result of the terms of our commission plans to incentivize our direct sales force to meettheir quotas by December 31 and large enterprise account buying patterns typical in the software industry. Furthermore, we usually sign a significant portionof these agreements during the last month, and often the last two weeks, of each quarter. This seasonality is reflected to a much lesser extent, and sometimes isnot immediately apparent, in our revenues, due to the fact that we recognize subscription revenues over the term of the license agreement, which is generally12 to 36 months. Although these seasonal factors are common in the technology industry, historical patterns should not be considered a reliable indicator ofour future sales activity or performance. Our revenues have increased over the periods presented due to increased sales to new customers, as well as upsells to existing customers. We havehistorically seen an increase in professional services and other revenues in the quarter ended June 30, and a corresponding decrease in professional servicesand other revenues in the quarter ended September 30 due to the revenues earned from our annual Knowledge user conference that occurs in the quarterended June 30. Our operating expenses have increased over the periods presented primarily due to increases in headcount and other related expenses tosupport our growth. We have historically seen an increase in marketing expenses in the quarter ended June 30, and a corresponding decrease in marketingexpenses in the quarter ended September 30 due to the expenses incurred for our annual Knowledge user conference. We anticipate operating expenses willcontinue to increase in future periods as we continue to focus on investing in the long-term growth of our business. Liquidity and Capital Resources Year Ended December 31, 2014 2013 2012 (dollars in thousands)Net cash provided by operating activities$138,900$81,746 $48,766Net cash used in investing activities(316,928)(402,795) (239,149)Net cash provided by financing activities70,772568,570 241,839Net increase (decrease) in cash and cash equivalents, net of impact ofexchange rates on cash(113,848)247,314 50,901 Our principal sources of liquidity are our cash and cash equivalents, investments, and cash generated from operations. As of December 31, 2014, wehad $668.8 million in cash and cash equivalents and short-term investments, of which $78.4 million represented cash located overseas. In addition, we had$266.8 million in long-term investments which provide additional capital resources.In November 2013, we issued Notes with an aggregate principal amount of $575.0 million and concurrently entered into a hedge, or Note Hedge, andwarrant transaction, or Warrants. The net proceeds of this debt issuance are being used for general corporate purposes, including potential acquisitions andstrategic transactions. The Warrants are exercisable at a strike price of $107.46 per share. Upon conversion of the Notes, we may choose to pay or deliver, asthe case may be, cash, shares of our common stock or a combination of cash and shares of our common stock. As of December 31, 2014, the Notes were notconvertible.We anticipate our current cash and cash equivalents balance and cash generated from operations will be sufficient to meet our liquidity needs includingthe expansion of data centers, lease obligations, expenditures related to the growth of our headcount and the acquisition of fixed assets and investments inoffice facilities to accommodate our growth for at least the next 12 months. Whether these resources are adequate to meet our liquidity needs beyond thatperiod will depend on our growth, operating results, cash utilized for acquisitions, if any are consummated, and the capital expenditures required to meetpossible increased demand for our services. If we require additional capital resources to grow our business at any time in the future, we may seek to financeour operations from the current funds available or seek additional equity or debt financing. Operating Activities Cash provided by operating activities mainly consists of net income adjusted for certain non-cash items, including depreciation and amortization,amortization of issuance cost and debt discount, stock-based compensation, tax benefits from employee stock plans and changes in operating assets andliabilities during the year.45Net cash provided by operating activities was $138.9 million for the year ended December 31, 2014 compared to $81.7 million for the prior year. Theincrease in operating cash flow was primarily due to an increased net loss offset by a substantial increase in non-cash adjustments to reconcile net loss to netcash provided by operations and the favorable impact on operating cash flow from changes in operating assets and liabilities. Net cash flow from theaggregate of changes in accounts receivable, deferred commissions and deferred revenue increased due to increased sales for the year ended December 31,2014. The increase was partially offset by a decrease in net cash flows from the aggregate of changes in accrued liabilities, accounts payable and prepaidexpenses due to the growth of our business and increased headcount of 54% for the year ended December 31, 2014.Net cash provided by operating activities was $81.7 million for the year ended December 31, 2013 compared to $48.8 million for the prior year. Theincrease in operating cash flow was primarily due to an increased net loss offset by a substantial increase in non-cash adjustments to reconcile net loss to netcash provided by operations and the favorable impact on operating cash flow from changes in operating assets and liabilities. Net cash flow from theaggregate of changes in accounts receivable, deferred commissions and deferred revenue increased due to increased sales for the year ended December 31,2013. The increase was offset by a decrease in net cash flows from the aggregate of changes in accrued liabilities, accounts payable and prepaid expenses dueto the growth of our business and increased headcount of 70% for the year ended December 31, 2013. Investing Activities Net cash used in investing activities for the year ended December 31, 2014 was $316.9 million compared to $402.8 million for the prior year. Thedecrease in cash used in investing activities was mainly due to a decrease in the net purchases of investments of $171.3 million. The decrease was offset by anincrease of $86.5 million in acquisition activity due to the Neebula acquisition in 2014.Net cash used in investing activities for the year ended December 31, 2013 was $402.8 million compared to $239.1 million for the prior year. Theincrease in cash used in investing activities was mainly due to increases in the net purchases of investments of $136.8 million and capital expenditures of$13.3 million related to the purchase of cloud-based infrastructure hardware equipment to support the expansion of our data centers as well as investments inleasehold improvements, furniture and equipment to support our headcount growth. Additionally, in 2013 we paid $13.3 million for the acquisition ofMirror42 Holding B.V. Financing Activities Net cash provided by financing activities for the year ended December 31, 2014 was $70.8 million compared to $568.6 million for the prior year. Thedecrease in cash provided by financing activities was primarily due to net proceeds of $511.7 million from issuance of the Notes and Warrants and purchaseof the Note Hedge in 2013. The decrease was offset by $13.2 million increase in proceeds from the exercise of employee stock options and the EmployeeStock Purchase Plan, or ESPP and related tax benefit.Net cash provided by financing activities for the year ended December 31, 2013 was $568.6 million compared to $241.8 million for the prior year. Theincrease in cash provided by financing activities was primarily due to net proceeds of $511.7 million from issuance of the Notes and Warrants and purchaseof the Note Hedge, and $38.8 million increase in proceeds from exercise of employee stock options and $13.2 million proceeds from our ESPP. For the yearended December 31, 2012, we received $169.8 million net proceeds from our IPO, $50.6 million net proceeds from our follow-on offering, and $17.8 millionnet proceeds from the issuance of common stock.46Contractual Obligations and Commitments Contractual obligations represent future cash commitments and liabilities under agreements with third parties, and exclude orders for goods andservices entered into in the normal course of business that are not enforceable or legally binding.The following table represents our known contractual obligations as of December 31, 2014, aggregated by type: Payments Due by PeriodContractual ObligationsTotal LessThan1 Year 1 – 3Years 3 – 5Years MoreThan5 Years (in thousands)Operating leases: Data centers(1)$20,009 $9,561 $9,186 $1,238 $24Facilities space(2)263,563 15,511 52,872 51,337 143,843Convertible Senior Notes575,000 — — 575,000 —Other4,876 297 1,018 1,018 2,543Total contractual obligations$863,448 $25,369 $63,076 $628,593 $146,410 (1)Operating leases for data centers represent our principal commitment for co-location facilities for data center capacity.(2)Operating leases for facilities space represent our principal commitments, which consists of obligations under office space leases.In addition to the obligations in the table above, approximately $2.9 million of unrecognized tax benefits have been recorded as liabilities as ofDecember 31, 2014. It is uncertain as to if or when such amounts may be settled. We have also recorded a liability for potential penalties of $0.2 million andinterest of $0.2 million related to these unrecognized tax benefits.Off-Balance Sheet Arrangements During all periods presented, we did not have any relationships with unconsolidated entities or financial partnerships, such as entities often referred toas structured finance or special purpose entities, which would have been established for the purpose of facilitating off-balance sheet arrangements or othercontractually narrow or limited purposes. As such, we are not exposed to any financing, liquidity, market or credit risk that could arise if we had engaged inthose types of relationships. Critical Accounting Policies and Significant Judgments and Estimates Our management’s discussion and analysis of financial condition and results of operations is based on our consolidated financial statements, whichhave been prepared in accordance with accounting principles generally accepted in the United States. The preparation of these consolidated financialstatements requires us to make estimates and assumptions that affect the reported amounts of assets and liabilities and the disclosure of contingent assets andliabilities at the date of the consolidated financial statements, as well as the reported revenues and expenses during the reporting periods. These items aremonitored and analyzed by us for changes in facts and circumstances, and material changes in these estimates could occur in the future. We base ourestimates on historical experience and on various other factors that we believe are reasonable under the circumstances, the results of which form the basis formaking judgments about the carrying value of assets and liabilities that are not readily apparent from other sources. Changes in estimates are reflected inreported results for the period in which they become known. Actual results may differ from these estimates under different assumptions or conditions and suchdifferences could be material. While our significant accounting policies are more fully described in Note 2 in the notes to our consolidated financial statements included elsewhere inthis Annual Report on Form 10-K, we believe that the following accounting policies are critical to the process of making significant judgments and estimatesin the preparation of our audited consolidated financial statements. Revenue RecognitionWe derive our revenues from two sources: (i) subscriptions and (ii) professional services and other. Subscription revenues are primarily comprised ofsubscription fees that give customers access to the ordered subscription service, related support and updates to the subscribed service during the subscriptionterm.Our contracts typically do not give the customer the right to take possession of the software supporting the services. Professional services and otherrevenues consist of fees associated with the implementation and configuration of our services.47Professional services and other revenues also include customer training and attendance and sponsorship fees for Knowledge, our annual user conference.We commence revenue recognition when all of the following conditions are met: •There is persuasive evidence of an arrangement;•The service has been provided to the customer;•The collection of related fees is reasonably assured; and•The amount of fees to be paid by the customer is fixed or determinable.We use a signed contract together with a signed order form or a purchase order, as evidence of an arrangement for a new customer. In subsequenttransactions with an existing customer, including an upsell or a renewal, we consider the existing signed contract and either the new signed order form or newpurchase order as evidence of an arrangement. We recognize subscription revenues ratably over the contract term beginning on the commencement date of each contract, the date we make ourservices available to our customers. Once our services are available to customers, we record amounts due in accounts receivable and in deferred revenue. Weprice professional services primarily on a time-and-materials basis and recognize professional services revenues as the services are delivered using aproportional performance model. Such services are delivered over a short period of time. In instances where final acceptance of the services are requiredbefore revenues are recognized, we defer professional services revenues and the associated costs until all acceptance criteria have been met. We assess collectibility based on a number of factors such as past collection history with the customer and creditworthiness of the customer. If wedetermine collectibility is not reasonably assured, we defer revenue recognition until collectibility becomes reasonably assured. We assess whether the fee isfixed or determinable based on the payment terms associated with the transaction and whether the sales price is subject to refund or adjustment. Ourarrangements do not include general rights of return. We have multiple element arrangements comprised of subscription fees and professional services. We account for subscription and professional servicesrevenues as separate units of accounting. To qualify as a separate unit of accounting, the delivered item must have value to the customer on a standalonebasis. We have concluded that our subscription service has standalone value as it is routinely sold separately by us. In addition, the applications offeredthrough this subscription service are fully functional without any additional development, modification or customization. We provide customers access toour subscription service at the beginning of the contract term. In determining whether professional services have standalone value, we considered thefollowing factors for each professional services agreement: availability of the services from other vendors, the nature of the professional services, the timingof when the professional services contract was signed in comparison to the subscription service start date and the contractual dependence of the subscriptionservice on the customer’s satisfaction with the professional services work. Our professional services, including implementation and configuration services, arenot so unique and complex that other vendors cannot provide them. In some instances, customers independently contract with third-party vendors to do theimplementation and we regularly outsource implementation services to contracted third-party vendors. As a result, we concluded professional services,including implementation and configuration services, have standalone value. We determine the selling price of each deliverable in the arrangement using the selling price hierarchy. Under the selling price hierarchy, the sellingprice for each deliverable is determined using vendor-specific objective evidence, or VSOE, of selling price or third-party evidence, or TPE, of selling price ifVSOE does not exist. If neither VSOE nor TPE of selling price exists for a deliverable, the selling price is determined using the best estimate of selling price,or BESP. The selling price for each unit of accounting is based on the BESP since VSOE and TPE are not available for our subscription service or professionalservices and other. The BESP for each deliverable is determined primarily by considering the historical selling price of these deliverables in similartransactions as well as other factors, including, but not limited to, market competition, review of stand-alone sales and current pricing practices. Indetermining the appropriate pricing structure, we consider the extent of competitive pricing of similar products and marketing analysis. The totalarrangement fee for these multiple element arrangements is then allocated to the separate units of accounting based on the relative selling price. The BESP forour subscription service is based upon the historical selling price of these deliverables. In limited circumstances, we grant certain customers the right to deploy our subscription service on the customers’ own servers without significantpenalty. These arrangements are subject to software revenue recognition guidance since the customer deploys our software. We have analyzed all of theelements in these particular multiple element arrangements and determined that we do not have sufficient VSOE of fair value to allocate revenue to oursubscription service and professional services. Consequently, we defer all revenue and related costs under the arrangement until the last element in thetransaction has been delivered or started to be delivered. Once the subscription service and the professional services have commenced, we recognize theentire fee and related costs from the arrangement ratably over the remaining period of the arrangement.48Deferred revenue consists primarily of payments received in advance of revenue recognition for our subscriptions and professional services and otherrevenues and is recognized as the revenue recognition criteria are met.Deferred Commissions Deferred commissions are the incremental selling costs that are directly associated with our customer contracts and consist of sales commissions paid toour direct sales force and referral fees paid to independent third-parties. The majority of commissions and referral fees are deferred and amortized on astraight-line basis over the non-cancelable terms of the related customer contracts. We include amortization of deferred commissions in sales and marketingexpense in the consolidated statements of comprehensive loss. We believe this is the preferable method of accounting as the commission charges are soclosely related to the revenue from the customer contracts that they should be recorded as an asset and charged to expense over the same period that therevenue is recognized.Goodwill, Intangible Assets and Other Long Lived AssetsGoodwill represents the excess of the purchase price in a business combination over the fair value of net tangible and intangible assets acquired. Weevaluate and test the recoverability of goodwill for impairment at least annually, during our fourth quarter, or more frequently if circumstances indicate thatgoodwill may not be recoverable. We perform the impairment testing by first assessing qualitative factors to determine whether the existence of events orcircumstances leads to a determination that it is more likely than not that the fair value of its reporting unit is less than its carrying amount. If, after assessingthe totality of events or circumstances, we determine it is more likely than not that the fair value of a reporting unit is less than its carrying amount, weperform a two-step impairment test. The first step requires the identification of the reporting units and comparison of the fair value of a reporting unit with itscarrying amount, including goodwill. If the fair value of the reporting unit is less than its carrying value, an indication of goodwill impairment exists for thereporting unit and the second step of the impairment test is performed to compute the amount of the impairment. Under the second step, an impairment loss isrecognized for any excess of the carrying amount of the reporting unit's goodwill over the implied fair value of that goodwill. We have determined that wehave only one reporting unit. We did not recognize any impairment charges related to goodwill during the years ended December 31, 2014 and 2013.Intangible assets are amortized over their useful lives ranging from 18 months to seven years. Each period we evaluate the estimated remaining usefullife of purchased intangible assets to determine whether events or changes in circumstances warrant a revision to the remaining period of amortization. Weperiodically review the carrying amounts of these assets for impairment whenever events or changes in circumstances indicate that the carrying value of theseassets may not be recoverable. We measure the recoverability of these assets by comparing the carrying amount of each asset to the future undiscounted cashflows we expect the asset to generate. If we consider any of these assets to be impaired, the impairment to be recognized equals the amount by which thecarrying value of the asset exceeds its fair value.Screening for and assessing whether impairment indicators exist or if events or changes in circumstances have occurred, including market conditions,operating fundamentals, competition and general economic conditions, requires significant judgment. Additionally, changes in the technology industryoccur frequently and quickly. Therefore, there can be no assurance that a charge to operating expenses will not occur as a result of future goodwill, intangibleassets and other long-lived assets impairment tests. Stock-based Compensation We recognize compensation expense related to stock options and restricted stock units, or RSUs, on a straight-line basis over the requisite serviceperiod, which is generally the vesting term of four years. For RSUs granted with a performance condition, the expenses are recognized on a graded vestingbasis over the vesting period, after assessing the probability of achieving requisite performance criteria. This has the impact of greater stock-basedcompensation expense during the initial years of the vesting period as stock-based compensation cost is recognized over the requisite service period for eachseparately vesting tranche of the award as though the award were, in substance, multiple awards. We recognize compensation expense related to shares issuedpursuant to the ESPP, on a straight-line basis over the offering period. We estimate the fair value of options using the Black-Scholes options pricing modeland fair value of RSU awards using the fair value of our common stock on the date of grant. We recognize compensation expense net of estimated forfeitureactivity, which is based on historical forfeiture rates. We evaluate the forfeiture rates at least annually, or when events or circumstances indicate a change maybe needed. This may cause a fluctuation in our stock-based compensation in the period of change.49Income Taxes We use the asset and liability method of accounting for income taxes, in which deferred tax assets and liabilities are recognized for the future taxconsequences attributable to differences between the consolidated financial statement carrying amounts of existing assets and liabilities and their respectivetax bases. We measure deferred tax assets and liabilities using enacted tax rates expected to apply to taxable income in the years in which those temporarydifferences are expected to be reversed. We recognize the effect on deferred tax assets and liabilities of a change in tax rates as income and expense in theperiod that includes the enactment date. A valuation allowance is established if it is more likely than not that all or a portion of the deferred tax asset will notbe realized. In determining the need for a valuation allowance, we consider future growth, forecasted earnings, future taxable income, the mix of earnings inthe jurisdictions in which we operate, historical earnings, taxable income in prior years, if carryback is permitted under the law, carry-forward periods, andprudent and feasible tax planning strategies.Our tax positions are subject to income tax audits by multiple tax jurisdictions throughout the world. We recognize the tax benefit of an uncertain taxposition only if it is more likely than not the position is sustainable upon examination by the taxing authority, based on the technical merits. We measure thetax benefit recognized as the largest amount of benefit which is more likely than not to be realized upon settlement with the taxing authority. We recognizeinterest accrued and penalties related to unrecognized tax benefits in our tax provision. Significant judgment is required to evaluate uncertain tax positions.Our evaluations are based upon a number of factors, including changes in facts or circumstances, changes in tax law or guidance, correspondence with taxauthorities during the course of audits and effective settlement of audit issues. Changes in the recognition or measurement of uncertain tax positions couldresult in material increases or decreases in our income tax expense in the period in which we make the change, which could have a material impact on oureffective tax rate and operating results.We calculate the current and deferred income tax provision based on estimates and assumptions that could differ from the actual results reflected inincome tax returns filed in subsequent years and record adjustments based on filed income tax returns when identified. The amount of income taxes paid issubject to examination by U.S. federal, state and foreign tax authorities. The estimate of the potential outcome of any uncertain tax issue is subject tomanagement’s assessment of relevant risks, facts and circumstances existing at that time. To the extent the assessment of such tax position changes, we recordthe change in estimate in the period in which we make the determination. Recent Accounting PronouncementsIn May 2014, the Financial Accounting Standards Board, or FASB, issued an update to ASC 606 Revenue from Contracts with Customers, or ASC 606,that will supersede virtually all existing revenue guidance. Under this update, an entity is required to recognize revenue upon transfer of promised goods orservices to customers, in an amount that reflects the expected consideration received in exchange for those goods or services. As such, an entity will need touse more judgment and make more estimates than under the current guidance. This update should be applied retrospectively either to each prior reportingperiod presented in the financial statements, or only to the most current reporting period presented in the financial statements with a cumulative effectadjustment recorded in the retained earnings. This guidance will become effective for us for our interim and annual reporting periods beginning January 1,2017. We are currently evaluating the impact of this update on our consolidated financial statements.ITEM 7A.QUALITATIVE AND QUANTITATIVE DISCLOSURES ABOUT MARKET RISK Foreign Currency Exchange Risk We have foreign currency risks related to our revenue and operating expenses denominated in currencies other than the U.S. dollar, primarily the Euroand British Pound Sterling. We are a net receiver of Euro and therefore are adversely affected by a strengthening of the U.S. dollar relative to these currencies.Revenues denominated in U.S. dollar as a percentage of total revenue was 72%, 77% and 80% during the years ended December 31, 2014, 2013 and 2012,respectively. Changes in exchange rates have recently and may continue to negatively affect our revenues as denominated in U.S. dollars. We have experienced and will continue to experience fluctuations in our net loss as a result of transaction gains or losses related to remeasuring certainmonetary assets and liabilities that are denominated in currencies other than the functional currency of the entities in which they are recorded. We are unableto accurately forecast the changes in exchange rates and consequent gains and losses from such fluctuations. We recognized a net foreign currency gain of$2.5 million for the year ended December 31, 2014, and net foreign currency losses of $2.5 million and $1.3 million for the years ended December 31, 2013and 2012, respectively. While we have not engaged in the hedging of our foreign currency transactions to date, we may in the future hedge selectedsignificant transactions denominated in currencies other than the U.S. dollar.We estimate that a decline in the value of the U.S. dollar as measured against the other currencies in which our transactions are denominated would havewidened our operating loss in the year ended December 31, 2014. A hypothetical 10% decrease in the U.S. dollar against other currencies would result in anapproximately $3.5 million increase in operating loss for the year ended December 31, 2014. This analysis disregards the possibilities that rates can move inopposite directions and that losses from one geographic area may be offset by gains from another geographic area. Interest Rate Sensitivity In February 2012, we began investing in corporate debt securities. The primary objectives of our investment activities are the preservation of capitaland support of our liquidity requirements. We do not enter into investments for trading or speculative purposes. Our investments are exposed to market riskdue to fluctuations in interest rates, which may affect our interest income and the fair market value of our investments. As of December 31, 2014, ahypothetical 100 basis point increase in interest rates would result in an approximate $5.6 million decline of the fair value of our available-for-sale securitiesand a hypothetical 100 basis point decrease in interest rates would result in an approximate $5.0 million increase of the fair value of our available-for-salesecurities. This estimate is based on a sensitivity model that measures market value changes when changes in interest rates occur.Market RiskIn November 2013, we issued Notes with an aggregate principal amount of $575.0 million. We carry this instrument at face value less unamortizeddiscount on our consolidated balance sheet. Because this instrument does not bear interest, we have no financial statement risk associated with changes ininterest rates. However, the fair value of fixed rate instruments fluctuate when interest rates change, and in the case of convertible notes, when the marketprice of our stock fluctuates.50ITEM 8.CONSOLIDATED FINANCIAL STATEMENTS AND SUPPLEMENTARY DATA SERVICENOW, INC. INDEX TO CONSOLIDATED FINANCIAL STATEMENTS PageReport of Independent Registered Public Accounting Firm52 Consolidated Financial Statements Consolidated Balance Sheets53 Consolidated Statements of Comprehensive Loss54 Consolidated Statements of Changes in Convertible Preferred Stock and Stockholders’ Equity (Deficit)55 Consolidated Statements of Cash Flows57 Notes to Consolidated Financial Statements5851Report of Independent Registered Public Accounting Firm To the Board of Directors and Stockholders of ServiceNow, Inc.In our opinion, the accompanying consolidated balance sheets and the related consolidated statements of comprehensive loss, of changes in convertiblepreferred stock and stockholders’ equity (deficit), and of cash flows present fairly, in all material respects, the financial position of ServiceNow, Inc. and itssubsidiaries at December 31, 2014 and December 31, 2013, and the results of their operations and their cash flows for each of the three years in the periodended December 31, 2014 in conformity with accounting principles generally accepted in the United States of America. Also in our opinion, the Companymaintained, in all material respects, effective internal control over financial reporting as of December 31, 2014, based on criteria established in InternalControl - Integrated Framework (2013) issued by the Committee of Sponsoring Organizations of the Treadway Commission (COSO). The Company'smanagement is responsible for these financial statements, for maintaining effective internal control over financial reporting and for its assessment of theeffectiveness of internal control over financial reporting, included in Management's Report on Internal Control over Financial Reporting appearing underItem 9A. Our responsibility is to express opinions on these financial statements and on the Company's internal control over financial reporting based on ouraudits (which were integrated audits in 2014 and 2013). We conducted our audits in accordance with the standards of the Public Company AccountingOversight Board (United States). Those standards require that we plan and perform the audits to obtain reasonable assurance about whether the financialstatements are free of material misstatement and whether effective internal control over financial reporting was maintained in all material respects. Our auditsof the financial statements included examining, on a test basis, evidence supporting the amounts and disclosures in the financial statements, assessing theaccounting principles used and significant estimates made by management, and evaluating the overall financial statement presentation. Our audit of internalcontrol over financial reporting included obtaining an understanding of internal control over financial reporting, assessing the risk that a material weaknessexists, and testing and evaluating the design and operating effectiveness of internal control based on the assessed risk. Our audits also included performingsuch other procedures as we considered necessary in the circumstances. We believe that our audits provide a reasonable basis for our opinions.A company’s internal control over financial reporting is a process designed to provide reasonable assurance regarding the reliability of financial reportingand the preparation of financial statements for external purposes in accordance with generally accepted accounting principles. A company’s internal controlover financial reporting includes those policies and procedures that (i) pertain to the maintenance of records that, in reasonable detail, accurately and fairlyreflect the transactions and dispositions of the assets of the company; (ii) provide reasonable assurance that transactions are recorded as necessary to permitpreparation of financial statements in accordance with generally accepted accounting principles, and that receipts and expenditures of the company are beingmade only in accordance with authorizations of management and directors of the company; and (iii) provide reasonable assurance regarding prevention ortimely detection of unauthorized acquisition, use, or disposition of the company’s assets that could have a material effect on the financial statements.Because of its inherent limitations, internal control over financial reporting may not prevent or detect misstatements. Also, projections of any evaluation ofeffectiveness to future periods are subject to the risk that controls may become inadequate because of changes in conditions, or that the degree of compliancewith the policies or procedures may deteriorate. /s/ PricewaterhouseCoopers LLP San Jose, CaliforniaFebruary 27, 201552SERVICENOW, INC.CONSOLIDATED BALANCE SHEETS(in thousands, except share and per share data) December 31, 2014 2013Assets Current assets: Cash and cash equivalents$252,455 $366,303Short-term investments416,336 268,251Accounts receivable, net159,171 108,339Current portion of deferred commissions43,232 31,123Prepaid expenses and other current assets35,792 23,733Total current assets906,986 797,749Deferred commissions, less current portion29,453 21,318Long-term investments266,772 255,356Property and equipment, net104,237 75,560Intangible assets, net54,526 5,796Goodwill55,016 8,724Other assets8,089 3,973Total assets$1,425,079 $1,168,476Liabilities and Stockholders’ Equity Current liabilities: Accounts payable$17,829 $7,405Accrued expenses and other current liabilities79,497 68,130Current portion of deferred revenue409,671 252,553Total current liabilities506,997 328,088Deferred revenue, less current portion12,567 14,169Convertible senior notes, net443,764 414,777Other long-term liabilities33,076 17,183Total liabilities996,404 774,217Commitments and contingencies Stockholders’ equity: Preferred stock, $0.001 par value; 10,000,000 shares authorized; no shares issued or outstanding— —Common stock $0.001 par value; 600,000,000 shares authorized; 149,509,092 and 140,354,605shares issued and outstanding at December 31, 2014 and 2013, respectively150 140Additional paid-in capital799,221 573,791Accumulated other comprehensive loss(12,113) (476)Accumulated deficit(358,583) (179,196)Total stockholders’ equity428,675 394,259Total liabilities and stockholders’ equity$1,425,079 $1,168,476 See accompanying notes to consolidated financial statements53SERVICENOW, INC.CONSOLIDATED STATEMENTS OF COMPREHENSIVE LOSS(in thousands, except share and per share data) Year Ended December 31, 201420132012Revenues: Subscription$567,217 $349,804 $204,526Professional services and other115,346 74,846 39,186Total revenues682,563 424,650 243,712Cost of revenues(1): Subscription142,687 87,928 63,258Professional services and other106,089 67,331 40,751Total cost of revenues248,776 155,259 104,009Gross profit433,787 269,391 139,703Operating expenses(1): Sales and marketing341,119 195,190 103,837Research and development148,258 78,678 39,333General and administrative96,245 61,790 34,117Total operating expenses585,622 335,658 177,287Loss from operations(151,835) (66,267) (37,584)Interest and other income (expense), net(23,705) (4,930) 1,604Loss before provision for income taxes(175,540) (71,197) (35,980)Provision for income taxes3,847 2,511 1,368Net loss$(179,387) $(73,708) $(37,348)Net loss attributable to common stockholders - basic and diluted:$(179,387) $(73,708) $(37,656)Net loss per share attributable to common stockholders - basic anddiluted:$(1.23) $(0.54) $(0.51)Weighted-average shares used to compute net loss per share attributableto common stockholders - basic and diluted:145,355,543 135,415,809 73,908,631Other comprehensive loss: Foreign currency translation adjustments$(11,027) $(303) $(830)Unrealized loss on investments(610) (137) (105)Other comprehensive loss, net of tax(11,637) (440) (935)Comprehensive loss$(191,024) $(74,148) $(38,283) (1)Includes stock-based compensation as follows: Year Ended December 31, 2014 2013 2012 Cost of revenues: Subscription$14,988 $8,434 $3,929Professional services and other13,116 4,749 1,574Sales and marketing54,006 21,609 10,189Research and development42,535 16,223 6,496General and administrative29,674 14,566 5,749 See accompanying notes to consolidated financial statements54SERVICENOW, INC.CONSOLIDATED STATEMENTS OF CHANGES IN CONVERTIBLE PREFERRED STOCK AND STOCKHOLDERS’ EQUITY (DEFICIT)(in thousands, except share data) Series CRedeemableConvertiblePreferred Stock Series ARedeemableConvertiblePreferred Stock Series BRedeemableConvertiblePreferred Stock Series DConvertiblePreferred Stock Common Stock AdditionalPaid-inCapital AccumulatedDeficit AccumulatedOtherComprehensiveIncome (Loss) TotalStockholders’Equity(Deficit) Shares Amount Shares Amount Shares Amount Shares Amount Shares Amount Balance atDecember 31,2011983,606 $5,957 2,500,000 $3,805 3,988,636 $7,165 2,990,635 $51,245 22,229,978 $22 $9,793 $(68,140) $899 $(57,426)Issuance ofcommon stockupon initialpublicoffering, net ofoffering costs— — — — — — — — 10,350,000 10 169,774 — — 169,784Conversion ofpreferred stockto commonstock uponinitial publicoffering(983,606) (5,966) (2,500,000) (3,905) (3,988,636) (7,364) (2,990,635) (51,245) 83,703,016 84 68,396 — — 68,480Issuance ofcommon stockupon follow-on offering,net of issuancecosts— — — — — — — — 1,897,500 2 49,848 — — 49,850Common stockissued underemployeestock plans— — — — — — — — 6,654,558 6 4,047 — — 4,053Issuance ofcommon stockto third partyinvestors, netof issuancecosts— — — — — — — — 1,750,980 2 17,846 — — 17,848Tax benefitfrom employeestock plans— — — — — — — — — — 1,694 — — 1,694Vesting ofearly exercisedstock options— — — — — — — — — — 1,606 — — 1,606Buyback ofrestrictedcommon stock— — — — — — — — (34,168) — — — — —Buyback andretirement ofcommon stock— — — — — — — — (184,164) — (1,960) — — (1,960)Stock-basedcompensation— — — — — — — — — — 28,067 — — 28,067Accretion ofpreferred stockdividends andissuance costs— 9 — 100 — 199 — — — — (308) — — (308)Othercomprehensiveloss, net— — — — — — — — — — — — (935) (935)Net loss— — — — — — — — — — — (37,348) — (37,348)Balance atDecember 31,2012— $— — $— — $— — $— 126,367,700 $126 $348,803 $(105,488) $(36) $243,40555SERVICENOW, INC.CONSOLIDATED STATEMENTS OF CHANGES IN CONVERTIBLE PREFERRED STOCK AND STOCKHOLDERS’ EQUITY (DEFICIT)(in thousands, except share data) Series CRedeemableConvertiblePreferred Stock Series ARedeemableConvertiblePreferred Stock Series BRedeemableConvertiblePreferred Stock Series DConvertiblePreferred Stock Common Stock AdditionalPaid-inCapital AccumulatedDeficit AccumulatedOtherComprehensiveIncome (Loss) TotalStockholders’Equity(Deficit) Shares Amount Shares Amount Shares Amount Shares Amount Shares Amount Common stockissued underemployeestock plans— — — — — — — — 13,986,905 14 56,484 — — 56,498Tax benefitfrom employeestock plans— — — — — — — — — — 1,658 — — 1,658Vesting ofearly exercisedstock options— — — — — — — — — — 381 — — 381Stock-basedcompensation— — — — — — — — — — 65,694 — — 65,694Equitycomponent ofthe convertiblenotes, net— — — — — — — — — — 152,061 — — 152,061Purchase ofconvertiblenote hedge— — — — — — — — — — (135,815) — — (135,815)Sales ofwarrants— — — — — — — — — — 84,525 — — 84,525Othercomprehensiveloss, net— — — — — — — — — — (440) (440)Net loss— — — — — — — — — (73,708) — (73,708)Balance atDecember 31,2013— $— — $— — $— — $— 140,354,605 $140 $573,791 $(179,196) $(476) $394,259Common stockissued underemployeestock plans— — — — — — — — 9,154,487 10 68,723 — — 68,733Tax benefitfrom employeestock plans— — — — — — — — — — 2,001 — — 2,001Vesting ofearly exercisedstock options— — — — — — — — — — 167 — — 167Stock-basedcompensation— — — — — — — — — — 154,539 — — 154,539Othercomprehensiveloss, net— — — — — — — — — — (11,637) (11,637)Net loss— — — — — — — — — (179,387) — (179,387)Balance atDecember 31,2014— $— — $— — $— — $— 149,509,092 $150 $799,221 $(358,583) $(12,113) $428,675See accompanying notes to consolidated financial statements56SERVICENOW, INC.CONSOLIDATED STATEMENTS OF CASH FLOWS(in thousands) Year Ended December 31, 2014 2013 2012 Cash flows from operating activities: Net loss$(179,387) $(73,708) $(37,348) Adjustments to reconcile net loss to net cash provided by operating activities: Depreciation and amortization42,059 24,152 13,506 Amortization of premiums on investments8,084 4,758 1,337 Amortization of deferred commissions51,270 29,364 13,710 Amortization of debt discount and issuance costs29,059 3,498 — Stock-based compensation154,319 65,581 27,937 Tax benefit from employee stock plans(2,037) (1,658) (1,694) Deferred income tax(1,198) (231) (746) Other(4,469) 558 2,850 Changes in operating assets and liabilities: Accounts receivable(56,785) (29,506) (33,341) Deferred commissions(73,786) (54,943) (29,175) Prepaid expenses and other assets(5,540) 3,471 (2,904)(1) Accounts payable10,223 (252) 4,887 Deferred revenue168,393 94,405 64,845 Accrued expenses and other liabilities(1,305) 16,257 24,902 Net cash provided by operating activities138,900 81,746 48,766 Cash flows from investing activities: Purchases of property and equipment(54,379) (55,321) (42,066) Acquisition, net of cash acquired(99,813) (13,330) — Purchases of investments(521,393) (570,679) (240,626) Sale of investments166,997 55,158 1,025 Maturities of investments191,715 181,554 42,473 Restricted cash(55) (177) 45 Net cash used in investing activities(316,928) (402,795) (239,149) Cash flows from financing activities: Net proceeds from initial public offering— — 169,784 Net proceeds from (offering costs paid in connection with) follow-onoffering— (698) 50,561 Net proceeds from borrowings on convertible senior notes— 562,941 — Proceeds from issuance of warrants— 84,525 — Purchase of convertible note hedge— (135,815) — Proceeds from employee stock plans68,735 55,959 3,912 Tax benefit from employee stock plans2,037 1,658 1,694 Net proceeds from issuance of common stock— — 17,848 Purchases of common stock and restricted stock from stockholders— — (1,960) Net cash provided by financing activities70,772 568,570 241,839 Foreign currency effect on cash and cash equivalents(6,592) (207) (555) Net increase (decrease) in cash and cash equivalents(113,848) 247,314 50,901 Cash and cash equivalents at beginning of period366,303 118,989 68,088 Cash and cash equivalents at end of period$252,455 $366,303 $118,989 Supplemental disclosures of other cash flow information: Income taxes paid$12,604 $920 $1,524 Non-cash investing and financing activities: Conversion of preferred stock to common stock$— $— $68,480 Property and equipment included in accounts payable, accrued expensesand other liabilities16,474 3,741 1,234 Exercise of stock options included in prepaid and other assets4 10 1,089 Offering costs not yet paid— — 711 (1)Includes $5.3 million payment received from our founder during the year ended December 31, 2012. Refer to Note 17.See accompanying notes to consolidated financial statements57SERVICENOW, INC.NOTES TO CONSOLIDATED FINANCIAL STATEMENTS(1) Description of the Business ServiceNow is a leading provider of cloud-based solutions that define, structure, manage and automate services across the global enterprise. Byapplying a service-oriented lens to the activities, tasks and processes that comprise day-to-day work life, we help the modern enterprise operate faster and bemore scalable than ever before.(2) Summary of Significant Accounting Policies Principles of Consolidation The consolidated financial statements have been prepared in conformity with U.S. generally accepted accounting principles, or GAAP, and include ouraccounts and the accounts of our wholly-owned subsidiaries. All significant intercompany transactions and balances have been eliminated uponconsolidation. Use of Estimates The preparation of consolidated financial statements in conformity with GAAP requires management to make certain estimates and assumptions. Theseestimates and assumptions affect the reported amounts of assets and liabilities and disclosure of contingent assets and liabilities at the date of theconsolidated financial statements, as well as reported amounts of revenues and expenses during the reporting period. Actual results could differ from thoseestimates. Segments We define the term “chief operating decision maker” to be our Chief Executive Officer. Our chief operating decision maker allocates resources andassesses financial performance based upon discrete financial information at the consolidated level. Accordingly, we have determined that we operate in asingle reporting segment. Foreign Currency Translation The functional currencies for our foreign subsidiaries are primarily their local currencies. Assets and liabilities of the wholly-owned foreign subsidiariesare translated into U.S. dollars at exchange rates in effect at each period end. Amounts classified in stockholders’ equity are translated at historical exchangerates. Revenues and expenses are translated at the average exchange rates during the period. The resulting translation adjustments are recorded inaccumulated other comprehensive loss as a component of stockholders’ equity. Foreign currency transaction gains and losses are included in interest andother income (expense), net within the consolidated statements of comprehensive loss. Allocation of Overhead Costs Overhead costs associated with office facilities, IT and certain depreciation related to non cloud-based infrastructure hardware equipment are allocatedto cost of revenues and operating expenses based on headcount. Facility costs associated with our data centers as well as depreciation related to our cloud-based infrastructure hardware equipment is classified as cost of subscription revenues. Revenue Recognition We derive our revenues from two sources: (i) subscriptions and (ii) professional services and other. Subscription revenues are primarily comprised ofsubscription fees that give customers access to the ordered subscription service, related support and updates to the subscribed service during the subscriptionterm.Our contracts typically do not give the customer the right to take possession of the software supporting the services. Professional services and otherrevenues consist of fees associated with the implementation and configuration of our services. Professional services and other revenues also include customertraining and attendance and sponsorship fees for Knowledge, our annual user conference.We commence revenue recognition when all of the following conditions are met: •There is persuasive evidence of an arrangement;•The service has been provided to the customer;•The collection of related fees is reasonably assured; and58•The amount of fees to be paid by the customer is fixed or determinable. We recognize subscription revenues ratably over the contract term beginning on the commencement date of each contract, the date we make ourservices available to our customers. Once our services are available to customers, we record amounts due in accounts receivable and in deferred revenue.We recognize professional services revenues as the services are delivered using a proportional performance model. Such services are delivered over ashort period of time. In instances where final acceptance of the services are required before revenues are recognized, we defer professional services revenuesand the associated costs until all acceptance criteria have been met. We have multiple element arrangements comprised of subscription fees and professional services. In October 2009, the Financial Accounting StandardsBoard, or FASB, ratified authoritative accounting guidance regarding revenue recognition for arrangements with multiple deliverables effective for fiscalperiods beginning on or after June 15, 2010. Upon adoption of this authoritative accounting guidance, we began to account for subscription and professionalservices revenues as separate units of accounting. To qualify as a separate unit of accounting, the delivered item must have value to the customer on astandalone basis. We have concluded that our subscription service has standalone value as it is routinely sold separately by us. In addition, the applicationsoffered through this subscription service are fully functional without any additional development, modification or customization. We provide customersaccess to our subscription service at the beginning of the contract term. In determining whether professional services have standalone value, we consideredthe following factors for each professional services agreement: availability of the services from other vendors, the nature of the professional services, thetiming of when the professional services contract was signed in comparison to the subscription service start date and the contractual dependence of thesubscription service on the customer’s satisfaction with the professional services work. Our professional services, including implementation andconfiguration services, are not so unique and complex that other vendors cannot provide them. In some instances, customers independently contract withthird-party vendors to do the implementation and we regularly outsource implementation services to contracted third-party vendors. As a result, weconcluded professional services, including implementation and configuration services, have standalone value. We determine the selling price of each deliverable in the arrangement using the selling price hierarchy. Under the selling price hierarchy, the sellingprice for each deliverable is determined using vendor-specific objective evidence, or VSOE, of selling price or third-party evidence, or TPE, of selling price ifVSOE does not exist. If neither VSOE nor TPE of selling price exists for a deliverable, the selling price is determined using the best estimate of selling price,or BESP. The selling price for each unit of accounting is based on the BESP since VSOE and TPE are not available for our subscription service or professionalservices and other. The BESP for each deliverable is determined primarily by considering the historical selling price of these deliverables in similartransactions as well as other factors, including, but not limited to, market competition, review of stand-alone sales and current pricing practices. Indetermining the appropriate pricing structure, we consider the extent of competitive pricing of similar products and marketing analysis. The totalarrangement fee for these multiple element arrangements is then allocated to the separate units of accounting based on the relative selling price. The BESP forour subscription service is based upon the historical selling price of these deliverables. In limited circumstances, we grant certain customers the right to deploy our subscription service on the customers’ own servers without significantpenalty. These arrangements are subject to software revenue recognition guidance since the customer deploys our software. We have analyzed all of theelements in these particular multiple element arrangements and determined that we do not have sufficient VSOE of fair value to allocate revenue to oursubscription service and professional services. Consequently, we defer all revenue and related costs under the arrangement until the last element in thetransaction has been delivered or started to be delivered. Once the subscription service and the professional services have commenced, we recognize theentire fee and related costs from the arrangement ratably over the remaining period of the arrangement.Deferred revenue consists primarily of payments received in advance of revenue recognition for our subscriptions and professional services and otherrevenues and is recognized as the revenue recognition criteria are met. Deferred Commissions Deferred commissions are the incremental selling costs that are directly associated with our customer contracts and consist of sales commissions paid toour direct sales force and referral fees paid to independent third-parties. The majority of commissions and referral fees are deferred and amortized on astraight-line basis over the terms of the related customer contracts. We include amortization of deferred commissions in sales and marketing expense in theconsolidated statements of comprehensive loss. 59Fair Value Measurements We apply fair value accounting for all financial assets and liabilities and non-financial assets and liabilities that are recognized in the financialstatements on a non-recurring basis or disclosed at fair value in the financial statements on a recurring basis. Fair value is defined as the exchange price thatwould be received for an asset or paid to transfer a liability (an exit price) in the principal or most advantageous market for the asset or liability in an orderlytransaction between market participants on the measurement date. We use a fair value hierarchy that is based on three levels of inputs, of which the first twoare considered observable and the last unobservable. The three levels of the fair value hierarchy are as follows: Level 1—Quoted prices (unadjusted) in active markets for identical assets or liabilities that we have the ability to access; Level 2—Inputs other than Level 1 that are directly or indirectly observable, such as quoted prices for identical or similar assets and liabilities, quotedprices in markets that are not active, or other inputs that are observable or can be corroborated by observable market data for substantially the full term of theassets or liabilities, such as interest rates, yield curves and foreign currency spot rates; and Level 3—Unobservable inputs that are supported by little or no market activity and that are significant to the fair value of the assets and liabilities. Cash and Cash Equivalents Cash and cash equivalents consist of highly liquid investments with original maturities of three months or less. Cash and cash equivalents are stated atcost, which approximates fair value. Investments Investments consist of commercial paper, corporate notes and bonds, certificates of deposit and U.S. government agency securities. We classifyinvestments as available-for-sale at the time of purchase and reevaluate such classification as of each balance sheet date. All investments are recorded atestimated fair value. Unrealized gains and losses for available-for-sale securities are included in accumulated other comprehensive loss, a component ofstockholders’ equity. We evaluate our investments to assess whether those with unrealized loss positions are other than temporarily impaired. We considerimpairments to be other than temporary if they are related to deterioration in credit risk or if it is likely we will sell the securities before the recovery of theircost basis. Realized gains and losses and declines in value judged to be other than temporary are determined based on the specific identification method andare reported in interest and other income (expense), net in the consolidated statements of comprehensive loss. Accounts Receivable We record trade accounts receivable at the net invoice value and such receivables are non-interest bearing. We consider receivables past due based onthe contractual payment terms. We review our exposure to accounts receivable and reserve for specific amounts if collectibility is no longer reasonablyassured. Property and Equipment Property and equipment, net, are stated at cost, subject to review of impairment, and depreciated using the straight-line method over the estimateduseful lives of the assets as follows: Computer equipment and software 3—5 yearsFurniture and fixtures 3—5 yearsLeasehold improvements shorter of the lease term or estimated useful life When assets are sold, or otherwise disposed of, the cost and related accumulated depreciation are removed from the accounts and any gain or loss isincluded in operating expenses. Repairs and maintenance expenses are charged to our statements of comprehensive loss as incurred. Capitalized Software Costs Costs incurred to develop our internal administration, finance and accounting systems are capitalized during the application development stage andamortized over the software’s estimated useful life of three to five years. 60Leases Leases are reviewed and classified as capital or operating at their inception. For leases that contain rent escalations or periods during the lease termwhere rent is not required, we recognize rent expense based on allocating the total rent payable on a straight-line basis over the term of the lease excludinglease extension periods. The difference between rent payments and straight-line rent expense is recorded as deferred rent in the consolidated balance sheets.Deferred rent that will be recognized during the ensuing 12-month period is recorded as the current portion of deferred rent and the remainder is recorded aslong-term deferred rent. Goodwill, Intangible Assets and Other Long Lived AssetsGoodwill represents the excess of the purchase price in a business combination over the fair value of net tangible and intangible assets acquired. Weevaluate and test the recoverability of goodwill for impairment at least annually, during the fourth quarter, or more frequently if circumstances indicate thatgoodwill may not be recoverable.Intangible assets are amortized over their useful lives ranging from 18 months to seven years. Each period we evaluate the estimated remaining usefullife of purchased intangible assets to determine whether events or changes in circumstances warrant a revision to the remaining period of amortization.We periodically review the carrying amounts of these assets for impairment whenever events or changes in circumstances indicate that the carryingvalue of these assets may not be recoverable. We measure the recoverability of these assets by comparing the carrying amount of each asset to the futureundiscounted cash flows we expect the asset to generate. If we consider any of these assets to be impaired, the impairment to be recognized equals the amountby which the carrying value of the asset exceeds its fair value. Convertible Preferred StockPrior to the closing of the initial public offering, or IPO, we had four series of convertible preferred stock outstanding. We recorded the convertiblepreferred stock at fair value on the dates of issuance, net of issuance costs. We classified the convertible preferred stock outside of stockholders’ equitybecause the shares contained liquidation features that were not solely within our control.Upon the closing of our IPO on July 5, 2012, all of the outstanding 10,462,877 shares of convertible preferred stock automatically converted into anaggregate of 83,703,016 shares of common stock. As of December 31, 2014 and 2013, we had no shares of preferred stock outstanding. Stock-based Compensation We recognize compensation expense related to stock options and restricted stock units, or RSUs, on a straight-line basis over the requisite serviceperiod, which is generally the vesting term of four years. For RSUs granted with a performance condition, the expenses are recognized on a graded vestingbasis over the vesting period, after assessing the probability of achieving requisite performance criteria. This has the impact of greater stock-basedcompensation expense during the initial years of the vesting period as stock-based compensation cost is recognized over the requisite service period for eachseparately vesting tranche of the award as though the award were, in substance, multiple awards. We recognize compensation expense related to shares issuedpursuant to the employee stock purchase plan, or ESPP, on a straight-line basis over the offering period. We estimate the fair value of options using theBlack-Scholes options pricing model and fair value of RSUs using the fair value of our common stock on the date of grant. We recognize compensationexpense net of estimated forfeiture activity, which is based on historical forfeiture rates. Net Loss Per Share Attributable to Common Stockholders We compute net income (loss) attributable to common stockholders using the two-class method required for participating securities. We consider ourconvertible preferred stock that was outstanding prior to the close of our IPO and shares of common stock subject to repurchase resulting from the earlyexercise of stock options to be participating securities since they contain non-forfeitable rights to dividends or dividend equivalents in the event we declare adividend for common stock. In accordance with the two-class method, earnings allocated to these participating securities, are subtracted from net income afterdeducting preferred stock dividends and accretion to the redemption value of the Series A, Series B and Series C to determine total undistributed earnings tobe allocated to common stockholders. The holders of our convertible preferred stock did not have a contractual obligation to share in our net losses and suchshares were excluded from the computation of basic earnings per share in periods of net loss. 61Basic net income (loss) per share attributable to common stockholders is computed by dividing net income (loss) attributable to common stockholdersby the weighted-average number of common shares outstanding during the period. All participating securities are excluded from basic weighted-averagecommon shares outstanding. Diluted net income (loss) per share is computed by dividing net income (loss) attributable to common stockholders by theweighted-average number of shares of common stock outstanding during the period, adjusted for the effects of dilutive common shares, which are comprisedof outstanding common stock options, convertible preferred stock, RSUs, common stock subject to repurchase, ESPP obligations, convertible senior notesand warrants. The dilutive potential common shares are computed using the treasury stock method or the as-if converted method, as applicable. In periodswhere the effect of the conversion of preferred stock is dilutive, net income (loss) attributable to common stockholders is adjusted by the associated preferreddividends and accretions. The effects of outstanding common stock options, convertible preferred stock, RSUs, common stock subject to repurchase, ESPPobligations, convertible senior notes and warrants are excluded from the computation of diluted net income (loss) per common share in periods in which theeffect would be antidilutive. Concentration of Credit Risk and Significant Customers Financial instruments potentially exposing us to credit risk consist primarily of cash, cash equivalents, investments, accounts receivable. We maintaincash, cash equivalents and investments at financial institutions that management believes are high credit, quality financial institutions. We invest insecurities with a minimum rating of A by Standard & Poor's and A-2 by Moody's. We are also exposed to credit risk under the convertible note hedge (the"Note Hedge") transactions that may result from counterparties' non-performance. Credit risk arising from accounts receivable is mitigated due to our large number of customers and their dispersion across various industries andgeographies. As of December 31, 2014 and 2013, there were no customers that represented more than 10% of our accounts receivable balance. There were nocustomers that individually exceeded 10% of our revenues in any of the periods presented. We review the composition of the accounts receivable balance, historical write-off experience and the potential risk of loss associated with delinquentaccounts to determine if an allowance for doubtful accounts is necessary. Individual accounts receivable are written off when we become aware of a specificcustomer’s inability to meet its financial obligation, and all collection efforts are exhausted. The following table presents the changes in the allowance fordoubtful accounts (in thousands): Balance atBeginning ofYear Additions(deductions):Charged toOperations Additions(deductions):Charged toDeferred Revenue Less:Write-offs Balance at Endof YearYear ended December 31, 2014 Allowance for doubtful accounts$1,143 395 (523) 206 $809Year ended December 31, 2013 Allowance for doubtful accounts$742 (43) 946 502 $1,143Warranties and Indemnification Our cloud-based service to automate enterprise service operations is typically warranted to perform in material conformance with specifications. We include service level commitments to our customers that permit those customers to receive credits in the event we fail to meet those levels. Weestablish an accrual based on historical credits paid and an evaluation of the performance of our services including an assessment of the impact, if any, of anyknown service disruptions. Service level credit accrual charges are recorded against revenue. The following table presents the changes in the service levelcredit accrual (in thousands): Balance atBeginning of Year Additions:Charged AgainstRevenue Less: Usage Balance at End ofYearYear ended December 31, 2014 Service level credit accrual $648 481 201 $928Year ended December 31, 2013 Service level credit accrual $1,196 430 978 $64862 We have also agreed to indemnify our directors and executive officers for costs associated with any fees, expenses, judgments, fines and settlementamounts incurred by any of these persons in any action or proceeding to which any of those persons is, or is threatened to be, made a party by reason of theperson’s service as a director or officer, including any action by us, arising out of that person’s services as a director or officer of our company or that person’sservices provided to any other company or enterprise at our request. We maintain director and officer insurance coverage that may enable us to recover aportion of any future amounts paid. The fair values of these obligations are not material as of each balance sheet date. Our arrangements include provisions indemnifying customers against intellectual property and other third-party claims. We have not incurred any costsas a result of such indemnifications and have not recorded any liabilities related to such obligations in the consolidated financial statements. Income Taxes We use the asset and liability method of accounting for income taxes, in which deferred tax assets and liabilities are recognized for the future taxconsequences attributable to differences between the consolidated financial statement carrying amounts of existing assets and liabilities and their respectivetax bases. We measure deferred tax assets and liabilities using enacted tax rates expected to apply to taxable income in the years in which those temporarydifferences are expected to be reversed. We recognize the effect on deferred tax assets and liabilities of a change in tax rates as income and expense in theperiod that includes the enactment date. A valuation allowance is established if it is more likely than not that all or a portion of the deferred tax asset will notbe realized. In determining the need for a valuation allowance, we consider future growth, forecasted earnings, future taxable income, the mix of earnings inthe jurisdictions in which we operate, historical earnings, taxable income in prior years, if carryback is permitted under the law, carry-forward periods, andprudent and feasible tax planning strategies. Our tax positions are subject to income tax audits by multiple tax jurisdictions throughout the world. We recognize the tax benefit of an uncertain taxposition only if it is more likely than not the position is sustainable upon examination by the taxing authority, based on the technical merits. We measure thetax benefit recognized as the largest amount of benefit which is more likely than not to be realized upon settlement with the taxing authority. We recognizeinterest accrued and penalties related to unrecognized tax benefits in our tax provision.We calculate the current and deferred income tax provision based on estimates and assumptions that could differ from the actual results reflected inincome tax returns filed in subsequent years and record adjustments based on filed income tax returns when identified. The amount of income taxes paid issubject to examination by U.S. federal, state and foreign tax authorities. The estimate of the potential outcome of any uncertain tax issue is subject tomanagement’s assessment of relevant risks, facts and circumstances existing at that time. To the extent the assessment of such tax position changes, we recordthe change in estimate in the period in which we make the determination.Recent Accounting PronouncementsIn May 2014, the Financial Accounting Standards Board, or FASB, issued an update to ASC 606 Revenue from Contracts with Customers, or ASC 606,that will supersede virtually all existing revenue guidance. Under this update, an entity is required to recognize revenue upon transfer of promised goods orservices to customers, in an amount that reflects the expected consideration received in exchange for those goods or services. As such, an entity will need touse more judgment and make more estimates than under the current guidance. This update should be applied retrospectively either to each prior reportingperiod presented in the financial statements, or only to the most current reporting period presented in the financial statements with a cumulative effectadjustment recorded in the retained earnings. This guidance will become effective for us for our interim and annual reporting periods beginning January 1,2017. We are currently evaluating the impact of this update on our consolidated financial statements.63(3) Investments The following is a summary of our investments excluding those securities classified within cash and cash equivalents on the consolidated balancesheets (in thousands): December 31, 2014 AmortizedCost GrossUnrealizedGains GrossUnrealizedLosses EstimatedFair ValueAvailable-for-sale securities: Commercial paper$8,195 $1 $— $8,196Corporate notes and bonds554,421 56 (845) 553,632Certificates of deposit27,251 8 (2) 27,257U.S. government agency securities94,093 2 (72) 94,023Total available-for-sale securities$683,960 $67 $(919) $683,108 December 31, 2013 AmortizedCost GrossUnrealizedGains GrossUnrealizedLosses EstimatedFair ValueAvailable-for-sale securities: Commercial paper$124,330 $10 $(21) $124,319Corporate notes and bonds399,519 129 (360) 399,288Total available-for-sale securities$523,849 $139 $(381) $523,607As of December 31, 2014, the contractual maturities of our investments did not exceed 24 months. The fair values of available-for-sale investments, byremaining contractual maturity, are as follows (in thousands): December 31,2014Due in 1 year or less$416,336Due in 1 year through 2 years266,772Total$683,108We had certain available-for-sale securities in a gross unrealized loss position, substantially all of which had been in such position for less than 12months. There were no impairments considered "other-than-temporary" as it is more likely than not we will hold the securities until maturity or a recovery ofthe cost basis. The following table shows the fair values and the gross unrealized losses of these available-for-sale securities aggregated by investment types(in thousands): December 31, 2014 December 31, 2013 Fair Value GrossUnrealizedLosses Fair Value GrossUnrealizedLossesCommercial Paper— — 81,467 (21)Corporate notes and bonds436,140 (845) 293,642 (360)Certificates of deposit7,999 (2) — —U.S. government agency securities80,014 (72) — —Total$524,153 $(919) $375,109 $(381) As of December 31, 2014, we had a total of 283 available-for-sale securities in an unrealized loss position.64(4) Fair Value Measurements The following table presents our fair value hierarchy for our assets and liabilities measured at fair value on a recurring basis at December 31, 2014 (inthousands): Level 1 Level 2 Level 3 TotalCash and cash equivalents: Cash$201,314 $— $— $201,314Money market funds46,541 — — 46,541Commercial paper— 4,600 — 4,600Short-term investments: Commercial paper— 8,196 — 8,196Corporate notes and bonds— 342,864 — 342,864Certificates of deposit— 25,258 — 25,258U.S. government agency securities— 40,018 — 40,018Long-term investments: Corporate notes and bonds— 210,768 — 210,768Certificates of deposit— 1,999 — 1,999U.S. government agency securities— 54,005 — 54,005Total$247,855 $687,708 $— $935,563 The following table presents our fair value hierarchy for our assets and liabilities measured at fair value on a recurring basis at December 31, 2013 (inthousands): Level 1 Level 2 Level 3 TotalCash and cash equivalents: Cash$69,333 $— $— $69,333Money market funds35,248 — — 35,248Commercial paper— 261,722 — 261,722Short-term investments: Commercial paper— 124,319 — 124,319Corporate notes and bonds— 143,932 — 143,932Long-term investments: Corporate notes and bonds— 255,356 — 255,356Total$104,581 $785,329 $— $889,910We determine the fair value of our security holdings based on pricing from our service provider and market prices from industry-standard independentdata providers. Such market prices may be quoted prices in active markets for identical assets (Level 1 inputs) or pricing determined using inputs other thanquoted prices that are observable either directly or indirectly (Level 2 inputs), such as yield curve, volatility factors, credit spreads, default rates, loss severity,current market and contractual prices for the underlying instruments or debt, broker and dealer quotes, as well as other relevant economic measures.(5) AcquisitionsNeebula Systems Ltd.On July 11, 2014, we completed the acquisition of a privately-held company, Neebula Systems Ltd., or Neebula, by acquiring all issued andoutstanding common shares of Neebula for approximately $100 million in an all-cash transaction. Neebula’s flagship product, ServiceWatch, automates thediscovery, mapping and monitoring of IT-enabled enterprise services. The acquisition will expand the overall capabilities of our IT operations managementofferings. The following table summarizes the allocation of the purchase price to the fair value of the tangible and intangible assets acquired and liabilitiesassumed as of the acquisition date: Purchase PriceAllocation(in thousands) Useful Life(in years)Net tangible assets acquired$102 Intangible assets: Developed technology56,200 5.5Order backlog600 1.5Trade names300 1.5Goodwill53,788 Net deferred tax liabilities (1)(10,527) Total purchase price$100,463 (1)Deferred tax liabilities, net primarily relates to purchased identifiable intangible assets and is shown net of deferred tax assets.The excess of purchase consideration over the fair value of net tangible and identifiable intangible assets acquired was recorded as goodwill. Webelieve the goodwill represents the synergies expected from expanded market opportunities when integrating Neebula technologies with our offerings. Thegoodwill balance is not deductible for U.S. income tax purposes. Acquisition-related costs of $1.2 million are primarily included in general andadministrative expenses on our consolidated statements of comprehensive loss.The results of operations of Neebula have been included in our consolidated financial statements from the date of purchase. The following pro formaconsolidated financial information combines the unaudited results of operations for us and Neebula for the year ended December 31, 2014 and 2013, as if theacquisition of Neebula had occurred on January 1, 2013 (in thousands, except share and per share data): Year Ended December 31, 2014 2013Revenue$683,426 $425,515Net loss$(189,457) $(89,871)Weighted-average shares used to compute net loss per share attributable to common stockholders -basic and diluted145,355,543 135,415,809Net loss per share attributable to common stockholders - basic and diluted$(1.30) $(0.66)The pro forma results as presented above are based on estimates and assumptions, which we believe are reasonable. They are not necessarily indicativeof our consolidated results of operations in future periods or the results that actually would have been realized had we been a combined company during theperiods presented. The pro forma results include adjustments primarily related to amortization of acquired intangible assets and acquisition-related costs.Mirror42 Holding B.V.On July 1, 2013, we acquired all the outstanding stock of Mirror42 Holding B.V., a cloud-based performance analytics company, for total cashconsideration of $13.3 million. We believe this acquisition accelerates our ability to deliver on enterprise requirements for advanced business intelligence.66The following table summarizes the allocation of the purchase price to the fair value of the tangible and intangible assets acquired and liabilitiesassumed as of the acquisition date: Purchase Price Allocation(in thousands) Useful Life(in years)Net tangible liabilities acquired$(595) Intangible assets: Developed technology5,530 4Contracts297 1.5Non-compete agreements31 1.5Goodwill8,218 Net deferred tax liabilities(139) Total purchase price$13,342 The excess of purchase consideration over the fair value of net tangible and identifiable intangible assets acquired was recorded as goodwill.Management believes that the goodwill represents the synergies expected from expanded market opportunities when integrating the Mirror42 Holding B.V.’stechnologies with our offerings. $8.1 million of the goodwill balance is deductible for income tax purposes.The results of operations of Mirror42 Holding B.V. described above have been included in our consolidated financial statements from the date ofpurchase. Our business combination did not have a material impact on our consolidated financial statements, and therefore pro forma disclosures have notbeen presented.(6) Goodwill and Intangible AssetsGoodwill balances are presented below (in thousands): Carrying AmountBalance as of December 31, 2013 $8,724Goodwill acquired 53,788Foreign currency translation adjustments (7,496)Balance as of December 31, 2014 $55,016Intangible assets consisted of the following (in thousands): December 31, 2014 Gross Carrying Amount AccumulatedAmortization Net Carrying AmountDeveloped technology$59,895 $(6,727) $53,168Backlog588 (184) 404Other acquisition-related intangible assets597 (398) 199 Acquisition-related intangible assets61,080 (7,309) 53,771Other intangible assets1,075 (320) 755Total intangible assets$62,155 $(7,629) $54,52667 December 31, 2013 Gross CarryingAmount AccumulatedAmortization Net CarryingAmountDeveloped technology$5,783 $(723) $5,060Other acquisition-related intangible assets348 (115) 233 Acquisition-related intangible assets6,131 (838) 5,293Other intangible assets650 (147) 503Total intangible assets$6,781 $(985) $5,796Amortization expense for intangible assets was approximately $6.8 million, $0.9 million and $0.1 million, respectively, for the years ended December31, 2014, 2013 and 2012.The following table presents the estimated future amortization expense related to intangible assets held at December 31, 2014 (in thousands): Acquisition-related intangibleassets Other intangibleassets TotalYears Ending December 31, 2015$11,853 $199 $12,052201611,285 199 11,484201710,575 199 10,77420189,882 119 10,00120199,882 39 9,921Thereafter294 — 294Total future amortization expense$53,771 $755 $54,526(7) Property and Equipment Property and equipment, net consists of the following (in thousands): December 31, 2014 2013Computer equipment and software$128,546 $90,617Furniture and fixtures18,253 13,751Leasehold improvements14,929 8,371Construction in progress9,762 928 171,490 113,667Less: Accumulated depreciation(67,253) (38,107)Total property and equipment, net$104,237 $75,560 Construction in progress consists primarily of leasehold improvements, building and in-process software development costs. Depreciation expense was$35.3 million, $22.6 million and $13.5 million for the years ended December 31, 2014, 2013 and 2012, respectively.68(8) Accrued Expenses and Other Current Liabilities Accrued expenses and other current liabilities consist of the following (in thousands): December 31, 2014 2013Taxes payable$7,625 $4,187Bonuses and commissions28,228 22,322Accrued compensation14,961 16,610Other employee expenses16,080 11,926Other12,603 13,085Total accrued expenses and other current liabilities$79,497 $68,130 (9) Convertible Senior NotesIn November 2013, we issued 0% convertible senior notes due November 1, 2018 with aggregate principal amount of $575 million (the "Notes"). TheNotes will not bear interest. The Notes mature on November 1, 2018 unless converted or repurchased in accordance with their terms prior to such date. Wecannot redeem the Notes prior to maturity.The Notes are unsecured obligations and do not contain any financial covenants or restrictions on the payments of dividends, the incurrence ofindebtedness or the issuance or repurchase of securities by us or any of our subsidiaries.Upon conversion, we may choose to pay or deliver, as the case may be, cash, shares of our common stock or a combination of cash and shares of ourcommon stock. We intend to settle the principal amount of the Notes with cash.The Notes are convertible up to 7.8 million shares of our common stock at an initial conversion rate of approximately 13.54 shares of common stockper $1,000 principal amount, which is equal to an initial conversion price of approximately $73.88 per share of common stock, subject to adjustment.Holders of the Notes may convert their Notes at their option at any time prior to the close of business on the business day immediately preceding July 1,2018, only under the following circumstances:•during any calendar quarter commencing after the calendar quarter ending on March 31, 2014 (and only during such calendar quarter), if the lastreported sale price of the common stock for at least 20 trading days (whether or not consecutive) during the period of 30 consecutive trading daysending on the last trading day of the immediately preceding calendar quarter is greater than or equal to 130% of the conversion price on eachapplicable trading day;•during the five business day period after any five consecutive trading day period (the “measurement period”) in which the trading price per $1,000principal amount of notes for each trading day of the measurement period was less than 98% of the product of the last reported sale price of ourcommon stock and the conversion rate on each such trading day; or•upon the occurrence of specified corporate events.On or after July 1, 2018, a holder may convert all or any portion of its notes at any time prior to the close of business on the second scheduled tradingday immediately preceding the maturity date regardless of the foregoing conditions. Upon conversion, we will pay or deliver, as the case may be, cash, sharesof our common stock or a combination of cash and shares of our common stock, at our electionThe conversion price will be subject to adjustment in some events. Holders of the Notes who convert their notes in connection with certain corporateevents that constitute a “make-whole fundamental change” are, under certain circumstances, entitled to an increase in the conversion rate. Additionally, inthe event of a corporate event that constitutes a “fundamental change,” holders of the Notes may require us to purchase with cash all or a portion of the Notesupon the occurrence of a fundamental change, at a purchase price equal to 100% of the principal amount of the Notes plus any accrued and unpaid interest.In accounting for the issuance of the notes, we separated the Notes into liability and equity components. The carrying cost of the liability componentwas calculated by measuring the fair value of a similar liability that does not have an associated convertible feature. The carrying amount of the equitycomponent representing the conversion option was determined by deducting the fair value of the liability component from the par value of the Notes. Thedifference between the principal amount of the Notes and the proceeds allocated to the liability component (“debt discount”) is amortized to interest expenseusing the effective interest method over the term of the Note. The equity component is not remeasured as long as it continues to meet the conditions forequity classification.In accounting for the transaction costs related to the issuance of the Notes, we allocated the total amount incurred to the liability and equitycomponents based on their relative values. Transaction costs attributable to the liability component are being amortized to interest expense over the term ofthe Notes, and transaction costs attributable to the equity component were netted with the equity component of the Notes in stockholders’ equity.Additionally, we recorded a net deferred tax liability of $6.6 million in connection with the Notes and convertible notes hedge transactions described below.The Notes consisted of the following (in thousands): December 31, 2014 2013Liability: Principal$575,000 $575,000Less: debt discount, net of amortization(131,236) (160,223)Net carrying amount$443,764 $414,777 Equity(1):$152,061 $152,061(1)Included in the consolidated balance sheets within additional paid-in capital.We consider the fair value of the Notes at December 31, 2014 and 2013 to be a Level 2 measurement. The estimated fair values of the Notes at December31, 2014 was $653.3 million. The fair value was determined based on the closing trading price per $100 of the Notes on December 31, 2014. Based on theclosing price of our common stock of $67.85 and $56.01 on December 31, 2014 and 2013, the if-converted value of the Notes was less than its principalamount.As of December 31, 2014, the remaining life of the Notes is 46 months. The following table sets forth total interest expense recognized related to theNotes (in thousands): December 31, 2014 2013Amortization of debt issuance cost$1,558 $188Amortization of debt discount27,501 3,310Total$29,059 $3,498Effective interest rate of the liability component6.5%There was no interest expense recognized in the year ended December 31, 2012 related to the Notes.Note HedgeTo minimize the impact of potential economic dilution upon conversion of the Notes, we entered into convertible note hedge transactions with respectto our common stock concurrent with the issuance of the Notes. The Note Hedge covers approximately 7.8 million shares of our common stock at a strikeprice per share that corresponds to the initial conversion price of the Notes, are also subject to adjustment, and are exercisable upon conversion of the Notes.We paid an aggregate amount of $135.8 million for the Note Hedge. The Note Hedge will expire upon maturity of the Notes. The Note Hedge is intended toreduce the potential economic dilution upon conversion of the Notes in the event that the fair value per share of our common stock at the time of exercise isgreater than the conversion price of the Notes. The Note Hedge is a separate transaction and is not part of the terms of the Notes. The Note Hedge does notimpact earnings per share, as it was entered into to offset any dilution from the Notes.70WarrantsSeparately, we entered into warrant transactions (the “Warrants”) whereby we sold warrants to acquire up to 7.8 million shares of our common stock, at astrike price of $107.46 per share, subject to adjustments. We received aggregate proceeds of $84.5 million from the sale of the Warrants. If the average marketvalue per share of our common stock for the reporting period, as measured under the Warrants, exceeds the strike price of the Warrants, the Warrants will havea dilutive effect on our earnings per share. The Warrants are separate transactions and are not remeasured through earnings each reporting period. TheWarrants are not part of the Notes or the Note Hedge, and have been accounted for as part of additional paid-in capital.(10) Accumulated Other Comprehensive LossThe components of accumulated other comprehensive loss, net of tax, consist of the following (in thousands): December 31, 2014 2013Foreign currency translation adjustment$(11,261) $(234)Net unrealized loss on investments(852) (242) Accumulated other comprehensive loss$(12,113) $(476)(11) Stockholders' EquityCommon Stock In February 2012, we issued and sold 1,750,980 shares of common stock at a price of $10.20 per share for gross proceeds of $17.9 million in a privateplacement with a new stockholder. As part of this private placement, our founder sold 700,000 shares of common stock at the same price per share to this newstockholder.In July 2012, we closed our IPO of 13,397,500 shares of common stock at an offering price of $18.00 per share. The offering included 10,350,000 sharessold and issued by us and 3,047,500 shares sold by our founder. The 13,397,500 shares sold in the offering included the overallotment option exercised infull by the underwriters to purchase 1,350,000 shares and 397,500 shares from us and our founder, respectively. The net proceeds to us from the offering were$173.3 million after deducting underwriting discounts and commissions, and before deducting total expenses in connection with the offering of $3.5 million. In November 2012, we and the selling shareholders sold 16,100,000 shares of common stock at an offering price of $28.00 per share. The offeringincluded 1,897,500 shares sold and issued by us and 14,202,500 shares sold by the selling stockholders. The 16,100,000 shares sold included theoverallotment option exercised in full by the underwriters to purchase 247,500 shares and 1,852,500 shares from us and the selling stockholders,respectively. The net proceeds to us from the offering were $51.0 million after deducting underwriting discounts and commissions, and before deducting totalexpenses in connection with the offering of $1.2 million.During the year ended December 31, 2012, we repurchased and subsequently canceled 100,000 shares, 77,498 shares and 6,666 shares of common stockat a price of $10.00, $11.50 and $12.00 per share, respectively.During the years ended December 31, 2014 and 2013, we issued a total of 9,154,487 shares and 13,986,905 shares, respectively, from stock optionexercises, vesting of RSUs and ESPP. 71We were authorized to issue 600,000,000 shares of common stock as of December 31, 2014. Holders of our common stock are not entitled to receivedividends unless declared by our board of directors. As of December 31, 2014, we had 149,509,092 shares of common stock outstanding and had reservedshares of common stock for future issuance as follows: December 31, 2014Stock option plan: Options outstanding 15,897,422RSUs 9,941,074Stock awards available for future grants: 2005 Stock Option Plan(1) —2012 Equity Incentive Plan(1) 14,444,8942012 Employee Stock Purchase Plan(1) 6,529,516Total reserved shares of common stock for future issuance 46,812,906 (1)Refer to Note 12 for a description of these plans.Preferred StockOur board of directors has the authority, without further action by stockholders, to issue up to 10,000,000 shares of preferred stock in one or more series.Our board of directors may designate the rights, preferences, privileges and restrictions of the preferred stock, including dividend rights, conversion rights,voting rights, terms of redemption, liquidation preference and number of shares constituting any series or the designation of any series. The issuance ofpreferred stock could have the effect of restricting dividends on our common stock, diluting the voting power of our common stock, impairing the liquidationrights of our common stock, or delaying or preventing a change in control. At December 31, 2014 and 2013, no shares of preferred stock were outstanding.(12) Stock Awards We have a 2005 Stock Option Plan, or 2005 Plan, which provides for grants of stock awards, including options to purchase shares of common stock,stock purchase rights and RSUs to certain employees, officers, directors and consultants. As of December 31, 2014, there were 53,355,641 total shares ofcommon stock authorized for issuance under the 2005 Plan, which includes shares already issued under such plan and shares reserved for issuance pursuant tooutstanding options and RSUs.On April 27, 2012, the board of directors approved the 2012 Equity Incentive Plan, or 2012 Plan and the 2012 Employee Stock Purchase Plan, or the2012 ESPP, which became effective on June 27, 2012 and June 28, 2012, respectively. Our 2012 Plan provides for the grant of incentive stock options, nonqualified stock options, stock appreciation rights, RSUs, performance-based stockawards and other forms of equity compensation, or collectively, stock awards. In addition, the 2012 Plan provides for the grant of performance cash awards.Incentive stock options may be granted only to employees. All other awards may be granted to employees, including officers, as well as directors andconsultants. The share reserve may increase to the extent that outstanding stock options under the 2005 Plan expire or terminate unexercised. The sharereserve also automatically increases on January 1 of each year until January 1, 2022, by up to 5% of the total number of shares of the common stockoutstanding on December 31 of the preceding year as determined by the board of directors. As of December 31, 2014, there were 29,160,914 total shares ofcommon stock authorized for issuance under the 2012 Plan, excluding 7,475,454 shares of common stock automatically added to the 2012 Plan on January1, 2015 pursuant to the provision described in the preceding sentence. Our 2012 ESPP authorizes the issuance of shares of common stock pursuant to purchase rights granted to our employees. The number of shares ofcommon stock reserved for issuance automatically increases on January 1 of each year, from January 1, 2013 through January 1, 2022, by up to 1% of thetotal number of shares of the common stock outstanding on December 31 of the preceding year. The price at which common stock is purchased under the2012 ESPP is equal to 85% of the fair market value of the common stock on the first or last day of the offering period, whichever is lower. Offering periods aresix months long and begin on February 1 and August 1 of each year. As of December 31, 2014, we had 6,529,516 total shares of common stock reserved forissuance under the 2012 ESPP, excluding 1,495,090 shares of common stock automatically added to the 2012 Plan on January 1, 2015.72Stock Options The stock options are exercisable at a price equal to the market value of the underlying shares of common stock on the date of the grant as determinedby our board of directors or, for those stock options issued subsequent to our IPO, the closing price of our common stock as reported on the New York StockExchange on the date of grant. Stock options granted under our 2005 Plan and the 2012 Plan to new employees generally vest 25% one year from the datethe requisite service period begins and continue to vest monthly for each month of continued employment over the remaining three years. Options grantedgenerally are exercisable for a period of up to 10 years. Option holders under the 2005 Plan can exercise unvested options to acquire restricted stock. Upontermination of service, we have the right to repurchase at the original purchase price any unvested (but issued) shares of common stock. A summary of the stock option activity was as follows: Number ofShares Weighted-AverageExercisePrice Weighted-AverageRemainingContractualTerm (Years) AggregateIntrinsic Value(in thousands)Outstanding at December 31, 201236,115,460 $5.05 Granted2,339,523 38.07 Exercised(12,951,123) 3.34 $446,054Canceled/forfeited(2,104,486) 7.66 Outstanding at December 31, 201323,399,374 9.07 Granted744,144 61.40 Exercised(7,478,595) 6.76 $406,630Canceled/forfeited(767,501) 22.26 Outstanding at December 31, 201415,897,422 $11.96 6.88 $888,579Vested and expected to vest as of December 31, 201415,714,142 $11.69 6.87 $882,474Vested and exercisable as of December 31, 20149,474,046 $6.71 6.48 $579,267 Aggregate intrinsic value represents the difference between the estimated fair value of our common stock and the exercise price of outstanding, in-the-money options. The total intrinsic value of the options exercised was $84.2 million the year ended December 31, 2012. The weighted-average grant date pershare fair value of options granted was $29.66, $18.70 and $7.68 for the years ended December 31, 2014, 2013 and 2012, respectively. The total fair value ofshares vested was $39.1 million, $33.1 million and $19.2 million for the years ended December 31, 2014, 2013 and 2012, respectively. As of December 31, 2014, total unrecognized compensation cost, adjusted for estimated forfeitures, related to unvested stock options wasapproximately $54.1 million. The weighted-average remaining vesting period of unvested stock options at December 31, 2014 was 2.34 years. 73RSUsActivity with respect to outstanding RSUs was as follows: Number ofShares Weighted Average GrantDate Fair Value(Per Share) AggregateFair Value(in thousands)Outstanding at December 31, 20121,457,870 $16.89 Granted4,558,929 38.15 Vested(322,623) 15.15 $13,510Forfeited(266,667) 30.65 Outstanding at December 31, 20135,427,509 34.02 Granted6,514,348 61.13 Vested(1,264,521) 32.14 $73,663Forfeited(736,262) 45.22 Outstanding at December 31, 20149,941,074 $51.19 $674,502Expected to vest as of December 31, 20149,358,944 $635,004RSUs granted under the 2005 Plan and the 2012 Plan to employees generally vest over a four-year period. Included in the number of shares grantedduring the year ended December 31, 2014 were 585,000 RSU with both service and performance-based vesting criteria that were granted to certainexecutives. These performance RSUs were considered as eligible to vest when approved by the Compensation Committee in January 2015. Shares earned willvest in four quarterly increments starting from February 2016, contingent on the continuous employment of each executive. We recognized $19.2 million ofstock-based compensation expense associated with these performance RSUs during the year ended December 31, 2014.As of December 31, 2014, total unrecognized compensation cost, adjusted for estimated forfeitures, related to unvested RSUs was approximately$383.4 million and the weighted-average remaining vesting period was 3.15 years.(13) Stock-Based Compensation We use the Black-Scholes options pricing model to estimate the fair value of our stock option grants. This model incorporates various assumptionsincluding expected volatility, expected term, risk-free interest rates and expected dividend yields. The following assumptions were used for each respectiveperiod to calculate our stock-based compensation for each stock option grant on the date of the grant: Year Ended December 31, 2014 2013 2012 Stock Options: Expected volatility47% - 50% 50% - 52% 53% - 57%Expected term (in years)6.08 6.02 6.05Risk-free interest rate1.78% - 2.06% 0.91% - 2.05% 0.83% - 1.18%Dividend yield—% —% —% 74The following assumptions were used to calculate our stock-based compensation for each stock purchase right granted under the 2012 ESPP: Year Ended December 31, 2014 2013 2012 ESPP: Expected volatility33% - 49% 35% - 42% 42%Expected term (in years)0.50 0.50 0.58Risk-free interest rate0.05% - 0.08% 0.08% - 0.16% 0.16%Dividend yield—% —% —% Expected volatility. We use the historic volatility of publicly traded peer companies as an estimate for expected volatility. In considering peercompanies, characteristics such as industry, stage of development, size and financial leverage are considered. We intend to continue to consistently applythis process using the same or similar public companies until a sufficient amount of historical information regarding the volatility of our own common stockshare price becomes available. Expected term. We estimate the expected term for stock options using the simplified method due to the lack of historical exercise activity for ourcompany. The simplified method calculates the expected term as the mid-point between the vesting date and the contractual expiration date of the award. Weestimate the expected term for ESPP using the purchase period. Risk-free interest rate. The risk-free interest rate is based on the U.S. Treasury yield curve in effect at the time of grant for the expected term of the stock-based award. Expected dividend yield. Our expected dividend yield is zero, as we have not and do not currently intend to declare dividends in the foreseeable future. Fair value of common stock. Prior to our IPO in June 2012, the fair value of our common stock was determined by our board of directors, which intendedall options granted to be exercisable at a price per share not less than the per share fair value of the common stock underlying those options on the date ofgrant. The valuations of our common stock were determined in accordance with the guidelines outlined in the American Institute of Certified PublicAccountants Practice Aid, Valuation of Privately-Held-Company Equity Securities Issued as Compensation. The assumptions used in the valuation modelare based on future expectations combined with management judgment. From March 2010 until our IPO in June 2012, we utilized the probability weighted expected return method, or PWERM, approach to allocate value toour common shares. The PWERM approach employs various market approach and income approach calculations depending upon the likelihood of variousliquidation scenarios. For each of the various scenarios, an equity value is estimated and the rights and preferences for each stockholder class are consideredto allocate the equity value to common shares. The common share value is then multiplied by a discount factor reflecting the calculated discount rate and thetiming of the event. Lastly, the common share value is multiplied by an estimated probability for each scenario. The probability and timing of each scenariowas based upon discussions between our board of directors and our management team. Under the PWERM, the value of our common stock was based uponfour possible future events for our company: an IPO; a strategic merger or sale; remaining a private company; and dissolution. For stock options granted subsequent to our IPO, the fair value is based on the closing price of our common stock as reported on the New York StockExchange on the date of grant. 75(14) Interest and other income/(expense), netThe components of interest and other income/(expense), net, consist of the following (in thousands): Year Ended December 31, 2014 2013 2012Interest expense related to the Notes$(29,059) $(3,498) $—Interest income2,964 1,053 351Foreign currency exchange gain/(loss)2,490 (2,493) 1,067Other(100) 8 186Interest and other income/(expense), net$(23,705) $(4,930) $1,604(15) Net Loss Per Share Attributable to Common Stockholders The following tables present the calculation of basic and diluted net loss per share attributable to common stockholders (in thousands, except share andper share data): Year Ended December 31, 2014 2013 2012Numerator: Net loss$(179,387) $(73,708) $(37,348)Accretion of redeemable convertible preferred stock— — (308)Net loss attributable to common stockholders - basic and diluted$(179,387) $(73,708) $(37,656)Denominator: Weighted-average shares outstanding - basic and diluted145,355,543 135,415,809 73,908,631Net loss per share attributable to common stockholders - basic anddiluted$(1.23) $(0.54) $(0.51) Potentially dilutive securities that are not included in the calculation of diluted net loss per share because doing so would be antidilutive are asfollows: Year Ended December 31, 2014 2013 2012Common stock options15,897,422 23,399,374 36,115,460Restricted stock units9,941,074 5,427,509 1,457,870Common stock subject to repurchase13,597 91,504 235,066ESPP obligations272,294 226,093 435,945Convertible senior notes7,783,023 7,783,023 —Warrants related to the issuance of convertible senior notes7,783,023 7,783,023 —Total potentially dilutive securities41,690,433 44,710,526 38,244,341 76(16) Income Taxes The provision for income taxes consists of the following (in thousands): Year Ended December 31, 2014 2013 2012Current provision: Federal$2 $2 $187State216 287 200Foreign5,046 2,454 1,787 5,264 2,743 2,174Deferred provision: Federal(232) — (55)State(24) — (5)Foreign(1,161) (232) (746) (1,417) (232) (806)Provision for income taxes$3,847 $2,511 $1,368 The components of loss before provision for income taxes by U.S. and foreign jurisdictions were as follows (in thousands): Year Ended December 31, 2014 2013 2012United States$(109,087) $(35,901) $(7,903)Foreign(66,453) (35,296) (28,077)Total$(175,540) $(71,197) $(35,980) The effective income tax rate differs from the federal statutory income tax rate applied to the loss before provision for income taxes due to the following(in thousands): Year Ended December 31, 2014 2013 2012Tax computed at U.S. federal statutory rate$(59,684) $(24,207) $(12,234)State taxes, net of federal benefit95 148 329Tax rate differential for international subsidiaries26,169 14,310 10,967Stock-based compensation9,049 3,447 3,926Tax credits(9,481) (12,529) (1,056)Tax contingencies121 76 452Non-deductible expenses1,243 550 532Purchased intangibles1,036 504 —Other(169) (91) (989)Valuation allowance35,468 20,303 (559)Provision for income taxes$3,847 $2,511 $1,368Significant components of our deferred tax assets are shown below (in thousands). A valuation allowance has been recognized to offset our deferred taxassets, as necessary, by the amount of any tax benefits that, based on evidence, are not expected to be realized.77 December 31, 2014 2013Deferred tax assets: Net operating loss carryforwards$11,537 $4,306Deferred revenue2,989 3,739Accrued expenses4,073 2,549Deferred rent1,883 1,119Credit carryforwards20,908 14,871Stock-based compensation37,956 15,464Note Hedge39,433 48,241Other3,197 2,146Total deferred tax assets121,976 92,435Less valuation allowance(62,439) (25,795) 59,537 66,640Deferred tax liabilities: Depreciation(11,144) (9,608)Convertible notes(44,995) (54,817)Purchased intangibles— (1,239)Other(726) —Net deferred tax assets$2,672 $976 As of December 31, 2014, we had U.S. federal net operating loss and federal tax credit carryforwards of approximately $704.5 million and $17.1 million,respectively. The federal net operating loss carryforwards and federal tax credits will begin to expire in 2024 if not utilized. In addition, we had state netoperating loss and state tax credit carryforwards of approximately $244.7 million and $12.8 million, respectively. The state net operating loss and tax creditcarryforwards will begin to expire in 2019 if not utilized. Utilization of our net operating loss and credit carryforwards may be subject to annual limitationdue to the ownership change limitations provided by the Internal Revenue Code and similar state provisions. Such an annual limitation could result in theexpiration of the net operating loss and tax credit carry forwards before utilization. Approximately $678.2 million of federal net operating losses and $215.9 million of state net operating losses relate to stock-based compensationdeductions in excess of book expense, the tax effect of which would be to credit additional paid-in capital, if realized. We maintain a full valuation allowance against our U.S. deferred tax assets as of December 31, 2014. We regularly assess the need for a valuationallowance against our deferred tax assets. In making that assessment, we consider both positive and negative evidence related to the likelihood of realizationof the deferred tax assets to determine, based on the weight of available evidence, whether it is more likely than not that some or all of the deferred tax assetswill not be realized. Due to cumulative losses over recent years and based on all available evidence, we have determined that it is more likely than not thatnet deferred tax assets in the U.S. will not be realized. We have determined that $2.7 million related to deferred tax assets in certain foreign jurisdictionsshould be realized since certain foreign entities have cumulative income, and expected future income. The valuation allowance increased $36.6 million forthe year ended December 31, 2014, increased $12.5 million for the year ended December 31, 2013 and decreased $0.6 million for the year ended December31, 2012. The change in valuation allowance between the years ended December 31, 2014 and 2013 is primarily attributable to a decrease of deferred taxliabilities related to the Notes and an increase of deferred tax assets related to stock-based compensation, net operating losses, and the extension of the federalresearch and development tax credit for the year ended December 31, 2014. We will continue to assess the likelihood of realization of the deferred tax assetsin each of the applicable jurisdictions in future periods and will adjust the valuation allowance accordingly. We have not recorded a provision for deferred U.S. tax expense that could result from the remittance of foreign undistributed earnings since we intend toreinvest the earnings of these foreign subsidiaries indefinitely.Our share of the undistributed earnings of foreign corporations not included in our consolidated federal income tax returns that could be subject toadditional U.S. income tax if remitted was approximately two thousand dollars and $0.5 million as of December 31, 2014 and 2013, respectively. Thedetermination of the amount of unrecognized U.S federal deferred income tax liability for undistributed earnings is not practicable.78A reconciliation of the beginning and ending balance of total unrecognized tax benefits is as follows (in thousands): Year Ended December 31, 2014 2013 2012Balance, beginning period$4,810 $1,725 $710Tax positions taken in prior period: Gross increases45 333 827Gross decreases(313) (14) (65)Tax positions taken in current period: Gross increases4,704 2,784 264Lapse of statute of limitations(88) (18) (11)Balance, end of period$9,158 $4,810 $1,725 As of December 31, 2014, we had gross unrecognized tax benefits of approximately $9.2 million, of which $2.9 million would impact the effective taxrate, if recognized. We recognize accrued interest and penalties related to unrecognized tax benefits as income tax expense. Accrued interest and penaltiesincluded in our liability related to unrecognized tax benefits were $0.4 million at December 31, 2014 and 2013. The amount of unrecognized tax benefitscould be reduced upon expiration of the applicable statutes of limitations. The potential reduction in unrecognized tax benefits during the next 12 months isnot expected to be material. Interest and penalties accrued on these uncertain tax positions will be released upon the expiration of the statutes of limitationsand these amounts are also not material. We are subject to taxation in the United States and foreign jurisdictions. As of December 31, 2014, our tax years of 2005 to 2014 remain subject toexamination in most jurisdictions. We are currently protesting the results of the examination by the U.S. Internal Revenue Service for the June 30, 2011 andDecember 31, 2011 tax years.There are differing interpretations of tax laws and regulations, and as a result, disputes may arise with tax authorities involving issues of the timing andamount of deductions and allocations of income among various tax jurisdictions. We periodically evaluate our exposures associated with our tax filingpositions. We believe that adequate amounts have been reserved for any adjustments that may ultimately result from these examinations, and we do notanticipate a significant impact to our gross unrecognized tax benefits within the next twelve months related to these years. Although the timing of theresolution, settlement, and closure of any audit is highly uncertain, it is reasonably possible that the balance of gross unrecognized tax benefits couldsignificantly change in the next twelve months. However, given the number of years that remain subject to examination, we are unable to estimate the fullrange of possible adjustments to the balance of gross unrecognized tax benefits.(17) Related Party Transactions As part of our sale of Series C and Series D preferred stock, we recorded a liability of $5.3 million for withholding taxes associated with the repurchaseof our founder’s shares plus potential interest and penalties that may be imposed by the tax authorities. We recorded an offsetting receivable of $5.3 millionin prepaid expenses and other current assets at June 30, 2010, representing the total amount that was subsequently paid to us by our founder in February 2012for these withholding taxes. In April 2012, we paid $5.3 million to the tax authorities for these withholding taxes. (18) Commitments and Contingencies Leases We lease facilities for data center capacity and office space under non-cancelable operating lease agreements with various expiration dates. Rentexpense associated with data center leases, included in cost of revenues, was $13.1 million, $9.5 million and $13.3 million for the years ended December 31,2014, 2013 and 2012, respectively. Rent expense associated with office space leases was $15.0 million, $8.1 million and $4.5 million for the years endedDecember 31, 2014, 2013 and 2012, respectively. 79Annual future minimum payments under these operating leases as of December 31, 2014 are presented in the table below (in thousands). Data Centers Office Leases TotalFiscal Period: 2015$9,561 $15,511 $25,07220167,093 25,440 32,53320172,093 27,432 29,5252018610 26,690 27,3002019628 24,647 25,275Thereafter24 143,843 143,867Total minimum lease payments$20,009 $263,563 $283,572Less: non-cancelable sublease income— (6,689) (6,689) $20,009 $256,874 $276,883 In February 2012, we signed a lease for our new San Diego office that was subsequently amended in December 2013. The lease is for approximately155,443 square feet of office space with total minimum lease commitments of approximately $27.8 million. The lease commenced in August 2012 and willexpire in September 2022.During the year ended December 31, 2012, we relocated our San Diego office to another facility in San Diego. As part of this move, we incurred $2.5million in lease abandonment costs, which primarily consists of a loss on disposal of assets recorded upon vacating our prior facility in August 2012. Thelease on our prior San Diego facility does not expire until 2019 and we are currently subleasing the space. The cease-use loss was calculated as the presentvalue of the remaining lease obligation offset by estimated sublease rental receipts during the remaining lease period, adjusted for deferred items andestimated lease incentives. As of December 31, 2014 and 2013, our facility exit obligation balance was $0.5 million and $1.4 million, respectively. The leaseabandonment costs are included in general and administrative expense in our consolidated statements of comprehensive loss.In September 2012, we signed a lease for a total of 43,590 square feet of office space located in Amsterdam. The square-footage for the first year isapproximately 17,857 and increases incrementally over the term of the lease, with total minimum lease commitments of approximately $10.5 million. Thelease commenced in October 2012 and has a term of 10.5 years. In November, 2012, we entered into a lease agreement for 148,704 square feet of office space located in San Jose. The lease commenced in April 2013and has a term of approximately 11 years. Rent is paid on a monthly basis and will increase incrementally over the term of the lease for total minimum leasepayments of approximately $48.8 million.In December 2014, we entered into a lease agreement for 328,867 square feet of space, located in Santa Clara. The initial term of the lease is expected tocommence on August 15, 2015, although the commencement date may be extended in certain circumstances if specified improvements have not beencompleted by such date. The initial term shall be for 12 years following the commencement date, with two options to renew the lease for additional terms offive years each. Rent is paid on a monthly basis and will increase incrementally over the term of the lease for total minimum lease payments of approximately$151.1 million. Legal Proceedings From time to time, we are party to litigation and other legal proceedings in the ordinary course of business. While the results of any litigation or otherlegal proceedings are uncertain, management does not believe the ultimate resolution of any pending legal matters is likely to have a material adverse effecton our financial position, results of operations or cash flows, except as discussed below and for those matters for which we have recorded a loss contingency.We accrue for loss contingencies when it is both probable that we will incur the loss and when we can reasonably estimate the amount of the loss or range ofloss. Generally, our subscription agreements require us to defend our customers for third-party intellectual property infringement and other claims. Anyadverse determination related to intellectual property claims or other litigation could prevent us from offering our services and adversely affect our financialcondition and results of operations.80On February 6, 2014, Hewlett-Packard Company filed a lawsuit against us in the U.S. District Court for the Northern District of California that allegesthat some of our services infringe the claims of eight of Hewlett-Packard's patents. Hewlett-Packard is seeking unspecified damages and an injunction. Thecourt held case management conferences on June 26, 2014, September 4, 2014 and February 5, 2015. The parties are currently conductingdiscovery. Hewlett-Packard served infringement contentions on July 3, 2014 and November 18, 2014. We served invalidity contentions on January 9, 2015.A claim construction hearing is scheduled for June 12, 2015. Trial is currently scheduled to begin on May 16, 2016. We have filed petitions for inter partesreview of all eight asserted patents with the United States Patent and Trademark Office.On September 23, 2014, BMC Software, Inc. filed a lawsuit against us in the U.S. District Court for the Eastern District of Texas that alleges that some ofour services willfully infringe the claims of seven of BMC’s patents. BMC is seeking unspecified damages and an injunction. Motions to dismiss and transfervenue are currently pending. BMC served infringement contentions on January 6, 2015. Our invalidity contentions are due March 3, 2015. A claimconstruction hearing is scheduled for July 10, 2015. Trial is currently scheduled to begin on March 14, 2016.We intend to vigorously defend these lawsuits. These litigation matters are still in their early stages and the final outcome, including our liability, ifany, with respect to the claims in the lawsuits, is uncertain. If an unfavorable outcome were to occur in either litigation, the impact could be material to ourbusiness, financial condition, cash flow or results of operations, depending on the specific circumstances of the outcome. We cannot make a reasonableestimate of the potential loss or range of loss, if any, arising from these matters. (19) Information about Geographic Areas Revenues by geographic area, based on the billing location of the customer, were as follows for the periods presented (in thousands): Year Ended December 31, 2014 2013 2012Revenues by geography North America (1)$465,332 $295,400 $173,001EMEA (2)173,635 105,177 60,579Asia Pacific and other43,596 24,073 10,132Total revenues$682,563 $424,650 $243,712Long-lived assets by geographic area were as follows (in thousands): December 31, 2014 2013Long-lived assets: North America (3)$66,489 $52,937EMEA (2)27,032 18,017Asia Pacific and other10,716 4,606Total long-lived assets$104,237 $75,560 (1)Revenues attributed to the United States were approximately 94% of North America revenues for each of the years ended December 31, 2014, 2013 and 2012.(2)Europe, the Middle East and Africa, or EMEA(3)Long-lived assets attributed to the United States were approximately 97% of North America long-Lived asset for each of the years ended December 31, 2014 and 2013.ITEM 9.CHANGES IN AND DISAGREEMENTS WITH ACCOUNTANTS ON ACCOUNTING AND FINACIAL DISCLOSURENone.81ITEM 9A.CONTROLS AND PROCEDURES(a) Evaluation of disclosure controls and proceduresOur management, with the participation of our Chief Executive Officer and our Chief Financial Officer, evaluated the effectiveness of our disclosurecontrols and procedures as of December 31, 2014. The term “disclosure controls and procedures,” as defined in Rules 13a-15(e) and 15d-15(e) under theExchange Act, means controls and other procedures of a company that are designed to ensure that information required to be disclosed by a company in thereports that it files or submits under the Exchange Act is recorded, processed, summarized and reported, within the time periods specified in the SEC's rulesand forms. Disclosure controls and procedures include, without limitation, controls and procedures designed to ensure that information required to bedisclosed by a company in the reports that it files or submits under the Exchange Act is accumulated and communicated to the company's management,including its principal executive and principal financial officers, as appropriate to allow timely decisions regarding required disclosure. Managementrecognizes that any controls and procedures, no matter how well designed and operated, can provide only reasonable assurance of achieving their objectives,and management necessarily applies its judgment in evaluating the cost-benefit relationship of possible controls and procedures.Based on the evaluation of our disclosure controls and procedures as of December 31, 2014, our Chief Executive Officer and Chief Financial Officerconcluded that, as of such date, our disclosure controls and procedures were effective at the reasonable assurance level.(b) Management's Report on Internal Control Over Financial ReportingOur management is responsible for establishing and maintaining adequate internal control over financial reporting (as defined in Rules 13a-15(f) and15d-15(f) under the Exchange Act) to provide reasonable assurance regarding the reliability of our financial reporting and the preparation of consolidatedfinancial statements for external purposes in accordance with generally accepted accounting principles.Our management, under the supervision of our Chief Executive Officer and Chief Financial Officer, conducted an evaluation of the effectiveness of ourinternal control over financial reporting based on the framework in Internal Control—Integrated Framework (2013), issued by the Committee of SponsoringOrganizations of the Treadway Commission. Based on this evaluation, management concluded that our internal control over financial reporting was effectiveas of December 31, 2014.The effectiveness of our internal control over financial reporting as of December 31, 2014 has been audited by PricewaterhouseCoopers LLP, anindependent registered public accounting firm, as stated in their report which is included in Item 8 of this Annual Report on Form 10-K.(c) Changes in internal control over financial reportingThere were no changes in our internal control over financial reporting identified in management's evaluation pursuant to Rules 13a-15(d) or 15d-15(d)of the Exchange Act during the most recent fiscal quarter that materially affected, or are reasonably likely to materially affect, our internal control overfinancial reporting.ITEM 9B.OTHER INFORMATION Our next Annual Meeting of Stockholders is scheduled for June 10, 2015.PART IIIITEM 10.DIRECTORS, EXECUTIVE OFFICERS AND CORPORATE GOVERNANCEThe information required by this item will be included in an amendment to this Annual Report on Form 10-K or incorporated by reference from ourdefinitive proxy statement to be filed pursuant to Regulation 14A.82ITEM 11.EXECUTIVE COMPENSATIONThe information required by this item will be included in an amendment to this Annual Report on Form 10-K or incorporated by reference from ourdefinitive proxy statement to be filed pursuant to Regulation 14A.ITEM 12.SECURITY OWNERSHIP OF CERTAIN BENEFICIAL OWNERS AND MANAGEMENT AND RELATEDSTOCKHOLDER MATTERSThe information required by this item will be included in an amendment to this Annual Report on Form 10-K or incorporated by reference from ourdefinitive proxy statement to be filed pursuant to Regulation 14A.ITEM 13.CERTAIN RELATIONSHIPS AND RELATED TRANSACTIONS AND DIRECTOR INDEPENDENCEThe information required by this item will be included in an amendment to this Annual Report on Form 10-K or incorporated by reference from ourdefinitive proxy statement to be filed pursuant to Regulation 14A.ITEM 14.PRINCIPAL ACCOUNTING FEES AND SERVICESThe information required by this item will be included in an amendment to this Annual Report on Form 10-K or incorporated by reference from ourdefinitive proxy statement to be filed pursuant to Regulation 14A.PART IVITEM 15.EXHIBITS AND FINANCIAL STATEMENT SCHEDULES The following documents are filed as a part of this Annual Report on Form 10-K:(a) Financial StatementsThe information concerning our financial statements, and Report of Independent Registered Public Accounting Firm required by this Item isincorporated by reference herein to the section of this Annual Report on Form 10-K in Item 8, entitled “ Consolidated Financial Statements andSupplementary Data.”(b) Financial Statement SchedulesAll schedules have been omitted because the required information is not present or not present in amounts sufficient to require submission of theschedules, or because the information required is included in the Consolidated Financial Statements or accompanying notes thereto.(c) Exhibits. The list of exhibits filed with this report is set forth in the Exhibit Index following the signature pages and is incorporated herein by reference.83SIGNATURES Pursuant to the requirements of Section 13 or 15(d) of the Securities Exchange Act of 1934, the registrant has duly caused this report to be signed on itsbehalf by the undersigned thereunto duly authorized.Dated: February 27, 2015 SERVICENOW, INC. By: /s/ Frank Slootman Frank SlootmanPresident and Chief Executive Officer POWER OF ATTORNEYKNOW ALL BY THESE PRESENTS, that each person whose signature appears below constitutes and appoints Frank Slootman and Michael P.Scarpelli, and each of them, as his true and lawful attorneys-in-fact and agents, each with the full power of substitution, for him and in his name, place orstead, in any and all capacities, to sign any and all amendments to this report, and to file the same, with exhibits thereto and other documents in connectiontherewith, with the Securities and Exchange Commission, granting unto said attorneys-in-fact and agents, and each of them, full power and authority to doand perform each and every act and thing requisite and necessary to be done in and about the premises, as fully to all intents and purposes as he might orcould do in person, hereby ratifying and confirming all that said attorneys-in-fact and agents, or their or his substitute or substitutes, may lawfully do or causeto be done by virtue hereof. Pursuant to the requirements of the Securities Act of 1933, this report has been signed by the following persons in the capacities and on the datesindicated.Signature Title Date /s/ Frank Slootman President, Chief Executive Officer and Director(Principal Executive Officer) February 27, 2015Frank Slootman /s/ Michael P. Scarpelli Chief Financial Officer(Principal Financial Officer and Principal AccountingOfficer) February 27, 2015Michael P. Scarpelli /s/ Frederic B. Luddy Chief Product Officer and Director February 27, 2015Frederic B. Luddy /s/ Paul V. Barber Director February 27, 2015Paul V. Barber /s/ Susan L. Bostrom Director February 27, 2015Susan L. Bostrom /s/ Ronald E.F. Codd Director February 27, 2015Ronald E. F. Codd /s/ Charles Giancarlo Director February 27, 2015Charles Giancarlo /s/ Douglas M. Leone Director February 27, 2015Douglas M. Leone /s/ Jeffrey A. Miller Director February 27, 2015Jeffrey A. Miller /s/ Anita M. Sands Director February 27, 2015Anita M. Sands /s/ William L. Strauss Director February 27, 2015William L. Strauss EXHIBIT INDEXExhibitNumberDescription of Document Incorporated by Reference FiledHerewithForm File No. Exhibit Filing Date 3.1Restated Certificate of Incorporation. 10-Q 001-35580 3.1 8/10/2012 3.2Restated Bylaws. 8-K 001-35580 3.1 12/10/2014 4.1Form of Common Stock Certificate. S-1/A 333-180486 4.1 6/19/2012 4.2Indenture dated November 13, 2013 between ServiceNow,Inc. and Wells Fargo Bank, National Association. 8-K 001-35580 4.1 11/13/2013 4.3Third Amended and Restated Investors Rights Agreementdated November 25, 2009 among the Registrant andcertain of its stockholders. S-1 333-180486 4.2 3/30/2012 10.1*Form of Indemnification Agreement. x10.2*2005 Stock Plan, Forms of Stock Option Agreement andForm of Restricted Stock Unit Agreement thereunder. S-1 333-180486 10.2 3/30/2012 10.3*2012 Equity Incentive Plan, Forms of Stock Option AwardAgreement, Restricted Stock Agreement, StockAppreciation Right Award Agreement and Restricted StockUnit Award Agreement thereunder. S-1/A 333-180486 10.3 6/19/2012 10.4*Form of Stock Option Award Agreement and RestrictedStock Unit Award Agreement under 2012 Equity IncentivePlan adopted as of January 27, 2015. x10.5*2012 Employee Stock Purchase Plan and Form ofSubscription Agreement thereunder. 10-K 001-35580 10.4 3/8/2013 10.6*Form of Subscription Agreement under 2012 EmployeeStock Purchase Plan adopted as of January 27, 2015. x10.7*Employment Agreement dated May 2, 2011 among theRegistrant and Frank Slootman. S-1 333-180486 10.5 3/30/2012 10.8*First Amendment to Employment Agreement dated April23, 2014 among Registrant and Frank Slootman. 10-Q 001-35580 10.1 8/7/2014 10.9*Employment Agreement dated May 12, 2011 among theRegistrant and Michael P. Scarpelli. S-1 333-180486 10.6 3/30/2012 10.10*First Amendment to Employment Agreement dated August15, 2014 among Registrant and Michael P. Scarpelli. 10-Q 001-35580 10.2 11/5/2014 10.11*Employment Agreement dated May 21, 2011 among theRegistrant and David L. Schneider. S-1 333-180486 10.7 3/30/2012 10.12*First Amendment to Employment Agreement dated July 3,2014 among Registrant and David L. Schneider. 10-Q 001-35580 10.1 11/5/2014 10.13*Employment Agreement dated August 1, 2011 among theRegistrant and Daniel R. McGee. S-1 333-180486 10.8 3/30/2012 10.14*First Amendment to Employment Agreement dated August15, 2014 among Registrant and Daniel R. McGee. 10-Q 001-35580 10.3 11/5/2014 10.15Lease Agreement dated November 8, 2012 between theRegistrant and Jay Ridge LLC. S-1/A 333-184674 10.12 11/9/2012 ExhibitNumberDescription of Document Incorporated by Reference FiledHerewithForm File No. Exhibit Filing Date 10.16Office Lease dated December 12, 2014 between Registrantand S1 55 LLC 8-K 001-35580 10.1 12/15/2014 10.17Form of Base Convertible Note Hedge TransactionConfirmation. 8-K 001-32224 99.1 11/13/2013 10.18Form of Base Warrant Transaction Confirmation. 8-K 001-32224 99.2 11/13/2013 10.19Form of Additional Convertible Note Hedge TransactionConfirmation. 8-K 001-32224 99.3 11/13/2013 10.20Form of Additional Warrant Transaction Confirmation. 8-K 001-32224 99.4 11/13/2013 21.1Subsidiaries of the Registrant. x23.1Consent of independent registered public accounting firm. x24.1Power of Attorney. Reference is made to the signature pagehereto. x31.1Certification of Periodic Report by Chief Executive Officerunder Section 302 of the Sarbanes-Oxley Act of 2002 x31.2Certification of Periodic Report by Chief Financial Officerunder Section 302 of the Sarbanes-Oxley Act of 2002 x32.1Certification of Chief Executive Officer Pursuant to 18U.S.C. Section 1350 as Adopted Pursuant to Section 906 ofthe Sarbanes-Oxley Act of 2002 x32.2Certification of Chief Financial Officer Pursuant to 18U.S.C. Section 1350 as Adopted Pursuant to Section 906 ofthe Sarbanes-Oxley Act of 2002 x101.INSXBRL Instance Document x101.SCHXBRL Taxonomy Schema Linkbase Document x101.CALXBRL Taxonomy Calculation Linkbase Document x101.DEFXBRL Taxonomy Definition Linkbase Document x101.LABXBRL Taxonomy Labels Linkbase Document x101.PREXBRL Taxonomy Presentation Linkbase Document x*Indicates a management contract, compensatory plan or arrangement.EXHIBIT 10.1INDEMNITY AGREEMENTThis Indemnity Agreement, dated as of ____________________, is made by and between ServiceNow, Inc., a Delawarecorporation (the “Company”), and _______________________________________, a director, officer or key employee of theCompany or one of its Subsidiaries or Affiliates who satisfies the definition of Indemnifiable Person (each as defined below)(“Indemnitee”).RECITALSA. The Company is aware that competent and experienced persons are increasingly reluctant to serve as representatives ofcorporations unless they are protected by comprehensive liability insurance and are afforded rights to indemnification andadvancement of Expenses (as defined below), due to increased exposure to litigation costs and risks resulting from their service tosuch corporations, and due to the fact that the exposure frequently bears no relationship to the compensation of such representatives;B. The members of the Board of Directors of the Company (the “Board”) have concluded that to retain and attract talentedand experienced individuals to serve as representatives of the Company and its Subsidiaries and Affiliates and to encourage suchindividuals to take the business risks necessary for the success of the Company and its Subsidiaries and Affiliates, it is necessary forthe Company to contractually indemnify certain of its representatives and the representatives of its Subsidiaries and Affiliates, and toassume for itself maximum liability for Expenses and Other Liabilities in connection with claims against such representatives inconnection with their service to the Company and its Subsidiaries and Affiliates;C. Section 145 (“Section 145”) of the Delaware General Corporation Law (the “GCL”), contemplates that the Companymay extend contractual rights to indemnification and advancement of Expenses to its officers, directors, employees and agents, andto persons who serve, at the request of the Company, as directors, officers, employees or agents of other corporations, partnerships,joint ventures, trusts or other enterprises;D. This Agreement is a supplement to and in furtherance of any rights to indemnification or advancement of Expenses thatare, or may be extended to, Indemnitee under the Company’s Certificate of Incorporation and Bylaws and any resolutions adoptedpursuant thereto, and shall not be deemed a substitute therefor, nor to diminish or abrogate any rights of Indemnitee thereunder;E. Indemnitee does not regard either the protection available under the Company’s Certificate of Incorporation and Bylawsor the protection afforded by the Company’s directors’ and officers’ liability insurance as adequate in the present circumstances, andmay not be willing to serve as a director, officer, employee and or agent of the Company (and or in any other capacity at the requestof the Company) without adequate protection;F. The Company desires and has requested Indemnitee to serve or continue to serve as a representative of the Companyand/or the Subsidiaries or Affiliates of the Company free from undue concern about inappropriate claims for damages arising out ofor related to such services to the Company and/or the Subsidiaries or Affiliates of the Company;G. Indemnitee is willing to serve, continue to serve and to take on additional service for or on behalf of the Companyand/or the Subsidiaries or Affiliates of the Company on the condition that Indemnitee be extended the contractual rights toindemnification and advancement of Expenses set forth herein.AGREEMENTNOW, THEREFORE, the parties hereto, intending to be legally bound, hereby agree as follows:1.Definitions.(a)Affiliate. For purposes of this Agreement, “Affiliate” of the Company means any corporation, partnership,limited liability company, joint venture, trust or other enterprise in respect of which Indemnitee is or was serving, or has agreed toserve, as a director, officer, trustee, manager, member, partner, employee, agent, attorney, consultant, member of the entity’sgoverning body (whether constituted as a board of directors, board of managers, general partner or otherwise), fiduciary, or in anyother similar capacity at the request, election or direction of the Company, and including, but not limited to, any employee benefit planof the Company or a Subsidiary or Affiliate of the Company.(b)Change in Control. For purposes of this Agreement, “Change in Control” means the occurrence of any of thefollowing: (i) any “person” (as such term is used in Sections 13(d) and 14(d) of the Securities Exchange Act of 1934, as amended),other than a Subsidiary or a trustee or other fiduciary holding securities under an employee benefit plan of the Company or Subsidiary,is or becomes the “Beneficial Owner” (as defined in Rule 13d-3 under said Act), directly or indirectly, of securities of the Companyrepresenting 20% or more of the total voting power represented by the Company’s then outstanding capital stock; (ii) during anyperiod of two consecutive years, individuals who at the beginning of such period constitute the Board and any new director whoseelection by the Board or nomination for election by the Company’s stockholders was approved by a vote of at least two-thirds (2/3) ofthe directors then still in office who either were directors at the beginning of the period or whose election or nomination for electionwas previously so approved, cease for any reason to constitute a majority thereof; (iii) the stockholders of the Company approve amerger or consolidation of the Company with any other corporation, other than a merger or consolidation that would result in theoutstanding capital stock of the Company outstanding immediately prior thereto continuing to represent (either by remainingoutstanding or by being converted into capital stock of the surviving entity) at least 80% of the total voting power represented by thecapital stock of the Company or such surviving entity outstanding immediately after such merger or consolidation; or (iv) thestockholders of the Company approve a plan of complete liquidation of the Company or an agreement for the sale or disposition bythe Company (in one transaction or a series of related transactions) of all or substantially all of the Company’s assets.(c)Expenses. For purposes of this Agreement, “Expenses” means all direct and indirect costs of any type ornature whatsoever (including, without limitation, all attorneys’ fees and related disbursements, and other out-of-pocket costs), paid orincurred by Indemnitee in connection with either the investigation, defense or appeal of, or being a participant (including as a witness)in, a Proceeding, or establishing or enforcing a right to indemnification or advancement of Expenses under this Agreement, Section145 or otherwise; provided, however, that Expenses shall not include any judgments, fines, ERISA (or other benefit plan related)excise taxes or penalties or amounts paid in settlement of a Proceeding.(d)Indemnifiable Event. For purposes of this Agreement, “Indemnifiable Event” means any event oroccurrence related to Indemnitee’s service for the Company or any Subsidiary or Affiliate asan Indemnifiable Person (as defined below), or by reason of anything done or not done, or any act or omission, by Indemnitee in anysuch capacity.(e)Indemnifiable Person. For the purposes of this Agreement, “Indemnifiable Person” means any person who isor was a director, officer, trustee, manager, member, partner, employee, attorney, consultant, member of an entity’s governing body(whether constituted as a board of directors, board of managers, general partner or otherwise) or other agent or fiduciary of theCompany or a Subsidiary or Affiliate of the Company.(f)Independent Counsel. For purposes of this Agreement, “Independent Counsel” means legal counsel that hasnot performed services for the Company or Indemnitee in the five years preceding the time the determination as to whether suchcounsel is independent is made and that would not, under applicable standards of professional conduct, have a conflict of interest inrepresenting either the Company or Indemnitee.(g)Independent Director. For purposes of this Agreement, “Independent Director” means a member of theBoard who is not a party to the Proceeding for which a claim is made under this Agreement.(h)Other Liabilities. For purposes of this Agreement, “Other Liabilities” means any and all liabilities of any typewhatsoever (including, but not limited to, judgments, fines, penalties, ERISA (or other benefit plan related) excise taxes or penalties,and amounts paid in settlement of a Proceeding and all interest, taxes, assessments and other charges paid or payable in connectionwith or in respect of any such judgments, fines, ERISA (or other benefit plan related) excise taxes or penalties, or amounts paid insettlement).(i)Proceeding. For the purposes of this Agreement, “Proceeding” means any threatened, pending, or completedaction, suit or other proceeding, whether civil, criminal, administrative, investigative, legislative or any other type whatsoever,preliminary, informal or formal, including any arbitration or other alternative dispute resolution and including any appeal of any of theforegoing.(j)Subsidiary. For purposes of this Agreement, “Subsidiary” means any entity of which more than 50% of theoutstanding voting securities is owned directly or indirectly by the Company.2.Agreement to Serve. The Indemnitee agrees to serve and/or continue to serve as an Indemnifiable Person in thecapacity or capacities in which Indemnitee currently serves the Company as an Indemnifiable Person, and any additional capacity inwhich Indemnitee may agree to serve, until such time as Indemnitee’s service in a particular capacity shall end according to the termsof an agreement, the Company’s Certificate of Incorporation or Bylaws, governing law, or otherwise. This Agreement shall not bedeemed an employment contract between the Company or any of its Subsidiaries or Affiliates, on the one hand, and Indemnitee, on theother. Nothing contained in this Agreement is intended to create any right to continued employment or other form of service for theCompany or a Subsidiary or Affiliate of the Company by Indemnitee. Without limiting the foregoing, Indemnitee specificallyacknowledges that Indemnitee's employment, if any, with the Company (or any of its Subsidiaries or Affiliates) is at will and thatIndemnitee may be discharged at any time for any reason, with or without cause, except as may be otherwise provided in any writtenagreement between Indemnitee and the Company (or any of its Subsidiaries or Affiliates), other applicable formal severance policiesduly adopted by the Board, or, with respect to service as a director or officer of the Company, by the Company’s Certificate ofIncorporation or Bylaws and the GCL.3.Mandatory Indemnification.(a)Agreement to Indemnify. In the event Indemnitee is a person who was or is a party to or witness in or isthreatened to be made a party to or witness in any Proceeding by reason of an Indemnifiable Event, the Company shall indemnifyIndemnitee from and against any and all Expenses and Other Liabilities incurred by Indemnitee in connection with (including inpreparation for) such Proceeding to the fullest extent not prohibited by the GCL, as the same may be amended from time to time (butonly to the extent that such amendment permits the Company to provide broader indemnification rights than the GCL permitted priorto the adoption of such amendment).(b)Exception for Amounts Covered by Insurance and Other Sources. Notwithstanding the foregoing, theCompany shall not be obligated to indemnify Indemnitee for Expenses or Other Liabilities of any type whatsoever (including, but notlimited to judgments, fines, penalties, ERISA (or other benefit plan related) excise taxes or penalties and amounts paid in settlement ofa Proceeding) to the extent such Expenses or Other Liabilities have been paid directly to Indemnitee (or paid directly to a third partyon Indemnitee’s behalf) by any directors and officers, or other type, of insurance maintained by or on behalf of the Company.(c)Company Obligations Primary. The Company hereby acknowledges that Indemnitee may have rights toindemnification for Expenses and Other Liabilities provided by [name of VC or other sponsoring organization (“Other Indemnitor”)].The Company agrees with Indemnitee that the Company is the indemnitor of first resort of Indemnitee with respect to matters forwhich indemnification is provided under this Agreement and that the Company will be obligated to make all payments due to or forthe benefit of Indemnitee under this Agreement without regard to any rights that Indemnitee may have against the Other Indemnitor.The Company hereby waives any equitable rights to contribution or indemnification from the Other Indemnitor in respect of anyamounts paid to Indemnitee hereunder. The Company further agrees that no reimbursement of Other Liabilities or payment ofExpenses by the Other Indemnitor to or for the benefit of Indemnitee shall affect the obligations of the Company hereunder, and thatthe Company shall be obligated to repay the Other Indemnitor for all amounts so paid or reimbursed to the extent that the Companyhas an obligation to indemnify Indemnitee for such Expenses or Other Liabilities hereunder.4.Partial Indemnification. If Indemnitee is entitled under any provision of this Agreement to indemnification by theCompany for some or a portion of any Expenses or Other Liabilities but is not entitled to indemnification for the total amount of suchExpenses or Other Liabilities, the Company shall nevertheless indemnify Indemnitee for such total amount except as to the portionthereof for which indemnification is prohibited by the GCL. In any review or Proceeding to determine the extent of indemnification,the Company shall bear the burden to establish, by clear and convincing evidence, the lack of a successful resolution of a particularclaim, issue or matter and which amounts sought in indemnity are allocable to claims, issues or matters which were not successfullyresolved.5.Liability Insurance. So long as Indemnitee shall continue to serve the Company or a Subsidiary or Affiliate of theCompany as an Indemnifiable Person and thereafter so long as Indemnitee shall be subject to any possible claim or threatened, pendingor completed Proceeding as a result of an Indemnifiable Event, the Company shall use reasonable efforts to maintain in full force andeffect for the benefit of Indemnitee as an insured (i) liability insurance issued by one or more reputable insurers and having the policyamount and deductible deemed appropriate by the Board and providing in all respects coverage at least comparable to and in the sameamount as that being provided to the Chairman of the Board or the Chief Executive Officer of the Company and (ii) any replacementor substitute policies issued by one or more reputable insurers providing in all respects coverage at least comparable to and in the sameamount as that being provided tothe Chairman of the Board or the Chief Executive Officer of the Company. The purchase, establishment and maintenance of any suchinsurance or other arrangements shall not in any way limit or affect the rights and obligations of the Company or of Indemnitee underthis Agreement except as expressly provided herein, and the execution and delivery of this Agreement by the Company andIndemnitee shall not in any way limit or affect the rights and obligations of the Company or the other party or parties thereto under anysuch insurance or other arrangement. In the event of a Change in Control subsequent to the date of this Agreement, or the Company’sbecoming insolvent, including being placed into receivership or entering the federal bankruptcy process, the Company shall maintain inforce any directors’ and officers’ liability insurance policies then maintained by the Company in providing insurance in respect ofIndemnitee for a period of not less than six years after the date of such Change of Control or the date on which the Company becameinsolvent, as applicable.6.Mandatory Advancement of Expenses. If requested by Indemnitee, the Company shall advance prior to the finaldisposition of the Proceeding all Expenses reasonably incurred by Indemnitee in connection with (including in preparation for) aProceeding not initiated by Indemnitee related to an Indemnifiable Event. Indemnitee hereby undertakes to repay such amountsadvanced if, and only if and to the extent that, it shall ultimately be determined that Indemnitee is not entitled to be indemnified by theCompany under the GCL, and no additional form of undertaking with respect to such obligation to repay shall be required. Theadvances to be made hereunder shall be paid by the Company to Indemnitee or directly to a third party designated by Indemniteewithin thirty (30) days following delivery of a written request therefor by Indemnitee to the Company. Indemnitee’s undertaking torepay any Expenses advanced to Indemnitee hereunder shall be unsecured and shall not be subject to the accrual or payment of anyinterest thereon. In the event that Indemnitee’s request for the advancement of Expenses shall be accompanied by an affidavit ofcounsel to Indemnitee to the effect that such counsel has reviewed such Expenses and that such Expenses are reasonable in suchcounsel’s view, then such Expenses shall be deemed reasonable in the absence of clear and convincing evidence to the contrary.7.Notice and Other Indemnification Procedures.(a)Notification. As soon as reasonably practicable after receipt by Indemnitee of notice of the commencement ofor the threat of commencement of any Proceeding, Indemnitee shall, if Indemnitee believes that indemnification or advancement ofExpenses with respect thereto may be sought from the Company under this Agreement, notify the Company of the commencement orthreat of commencement thereof. However, Indemnitee’s failure to so notify the Company, or any delay in Indemnitee’s provision ofsuch notice, shall not relieve the Company from any liability that it may have to Indemnitee hereunder or otherwise, except to theextent that the Company is materially prejudiced in its defense of such Proceeding as a result of such failure.(b)Insurance and Other Matters. If, at the time of the receipt of a notice of the commencement of a Proceedingpursuant to Section 7(a) above, the Company has director and officer liability insurance in effect, the Company shall give promptnotice of the commencement of such Proceeding to the issuers in accordance with the procedures set forth in the respective policies.The Company shall thereafter take all reasonable action to cause such insurers to pay, on behalf of Indemnitee, all amounts payable asa result of such Proceeding in accordance with the terms of such insurance policies.(c)Assumption of Defense. In the event the Company shall be obligated to advance the Expenses for anyProceeding against Indemnitee, the Company, if deemed appropriate by the Company, shall be entitled to assume the defense of suchProceeding as provided herein. Such defense by the Company may include the representation of two or more parties by one attorneyor law firm as permitted under theethical rules and legal requirements related to joint representations. Following delivery of written notice to Indemnitee of theCompany’s election to assume the defense of such Proceeding, the approval by Indemnitee (which approval shall not be unreasonablywithheld) of counsel designated by the Company and the retention of such counsel by the Company, for so long as such counsel isacting on behalf of Indemnitee in the Proceeding, the Company will not be liable to Indemnitee under this Agreement for any fees andexpenses of counsel subsequently incurred by Indemnitee with respect to the same Proceeding. If (A) the employment of counsel byIndemnitee has been previously authorized by the Company, (B) Indemnitee shall have notified the Board in writing that Indemniteehas reasonably concluded that there is likely to be a conflict of interest between the Company and Indemnitee in the conduct of anysuch defense, or (C) the Company fails to employ counsel to assume the defense of such Proceeding, the fees and expenses ofIndemnitee’s counsel shall be subject to indemnification and/or advancement pursuant to the terms of this Agreement. Nothing hereinshall prevent Indemnitee from employing counsel for any such Proceeding at Indemnitee’s expense.(d)Settlement. The Company shall not be liable to indemnify Indemnitee under this Agreement or otherwise forany amounts paid in settlement of any Proceeding effected without the Company’s written consent; provided, however, that if aChange in Control has occurred subsequent to the date of this Agreement, the Company shall be liable for indemnification ofIndemnitee for amounts paid in settlement if the Independent Counsel has approved the settlement. Neither the Company nor anySubsidiary or Affiliate shall enter into a settlement of any Proceeding that might result in the imposition of any Expense, OtherLiability, penalty, limitation or detriment on Indemnitee, whether indemnifiable under this Agreement or otherwise, withoutIndemnitee’s written consent. Neither the Company nor Indemnitee shall unreasonably withhold consent from any settlement of anyProceeding. The Company shall promptly notify Indemnitee upon the Company’s receipt of an offer to settle, or if the Companymakes an offer to settle, any Proceeding, and provide Indemnitee with a reasonable amount of time to consider such settlement, in thecase of any such settlement for which the consent of Indemnitee would be required hereunder. The Company shall not, on its ownbehalf, settle any part of any Proceeding to which Indemnitee is a party with respect to other parties (including the Company) withoutthe written consent of Indemnitee if any portion of the settlement is to be funded from insurance proceeds unless approved by amajority of the Independent Directors, provided that this sentence shall cease to be of any force and effect if it has been determined inaccordance with this Agreement that Indemnitee is not entitled to indemnification hereunder with respect to such Proceeding or if theCompany’s obligations hereunder to Indemnitee with respect to such Proceeding have been fully discharged.8.Determination of Right to Indemnification.(a)Success on the Merits or Otherwise. Notwithstanding any other provisions of this Agreement, to the fullestextent permitted by applicable law and to the extent that Indemnitee is a party to (or a participant in) and is successful, on the merits orotherwise, in any Proceeding or in defense of any claim, issue or matter therein, in whole or in part, the Company shall indemnifyIndemnitee against all Expenses actually and reasonably incurred by Indemnitee in connection therewith. If Indemnitee is not whollysuccessful in such Proceeding but is successful, on the merits or otherwise, as to one or more but less than all claims, issues or mattersin such Proceeding, the Company shall indemnify Indemnitee against all Expenses actually and reasonably incurred by Indemnitee oron Indemnitee's behalf in connection with or related to each successfully resolved claim, issue or matter to the fullest extent permittedby law. For purposes of this Section 8 and without limitation, the termination of any claim, issue or matter in such a Proceeding bydismissal, with or without prejudice, shall be deemed to be a successful result as to such claim, issue or matter.(b)Partial Indemnification in Other Situations. If Indemnitee is entitled under any provision of this Agreement toindemnification by the Company for some or a portion of Expenses, but not, however, for the total amount thereof, the Company shallnevertheless indemnify Indemnitee for the portion thereof to which Indemnitee is entitled.(c)Standard of Conduct Determination. Indemnitee shall be entitled to select the manner in which anydetermination of whether or not Indemnitee has met the applicable standard of conduct necessary to demonstrate Indemnitee’sentitlement to indemnification under the GCL shall be decided, and such election will be made from among the following:(1) Those members of the Board who are Independent Directors, even though less than a quorum;(2) A committee of Independent Directors designated by a majority vote of Independent Directors, eventhough less than a quorum; or(3) Independent Counsel selected by Indemnitee and approved by the Board, which approval may not beunreasonably withheld, which counsel shall make such determination in a written opinion.If Indemnitee is an officer or a director of the Company at the time that Indemnitee is selecting the manner in which such determinationis made, then Indemnitee shall not select Independent Counsel to make such determination unless there are no Independent Directors orunless the Independent Directors direct that such determination shall be made by Independent Counsel. The party selected to makesuch standard of conduct determination shall be referred to herein as the “Reviewing Party.” Notwithstanding the foregoing, followingany Change in Control subsequent to the date of this Agreement, the Reviewing Party shall be Independent Counsel selected in themanner provided in Section 8(c)(3) above. (d)As soon as practicable, and in no event later than thirty (30) days after receipt by the Company of writtennotice of Indemnitee’s selection of the Reviewing Party pursuant to Section 8(c) above, the Company and Indemnitee shall eachsubmit to the Reviewing Party such information as they believe is appropriate for the Reviewing Party to consider. The ReviewingParty shall arrive at its decision within a reasonable period of time following the receipt of all such information from the Company andIndemnitee, but in no event later than thirty (30) days following the receipt of all such information, provided that the time by which theReviewing Party must reach a decision may be extended by mutual agreement of the Company and Indemnitee. All Expensesassociated with the process set forth in this Section 8(d), including but not limited to the Expenses of the Reviewing Party, shall bepaid by the Company and, in the event Independent Counsel is the Reviewing Party, the Company shall indemnify such counselagainst any and all Expenses, claims, liabilities and damages arising out of or relating to this Agreement or its engagement pursuanthereto. The Company promptly will advise Indemnitee in writing with respect to any determination that Indemnitee is or is not entitledto indemnification, including a description of any reason or basis for which indemnification has been denied.(e)Remedies of Indemnitee. In the event that (i) a determination is made pursuant to this Agreement thatIndemnitee is not entitled to indemnification under this Agreement, (ii) any advancement of Expenses is not timely made pursuant toSection 6 of this Agreement, (iii) no required determination of entitlement to indemnification shall have been made within thirty (30)days (or such longer period as may be mutually agreed) after the Reviewing Party’s receipt of the information contemplated bySection 8(d) , (iv) payment of indemnification is not made pursuant to Section 8(a) within ten (10) days after receipt bythe Company of a written request therefor, (v) payment of indemnification pursuant to Section 3(a), 4 or 8(b) of this Agreement is notmade within ten (10) days after a determination has been made that Indemnitee is entitled to indemnification, or (vi) in the event thatthe Company or any other person takes or threatens to take any action to declare this Agreement void or unenforceable, or institutesany litigation or other action or Proceeding designed to deny, or to recover from, the Indemnitee the benefits provided or intended tobe provided to the Indemnitee hereunder, Indemnitee shall be entitled to an adjudication by the Delaware Court of Chancery ofIndemnitee's entitlement to such indemnification or advancement of Expenses. If a determination shall have been made pursuant tothis Agreement that Indemnitee is entitled to indemnification, the Company shall be bound by such determination in any judicialproceeding commenced pursuant to this Section 8(e), absent (x) a misstatement by Indemnitee of a material fact, or an omission of amaterial fact necessary to make Indemnitee's statement not materially misleading, in connection with the request for indemnification,or (y) a prohibition of such indemnification under applicable law.(f)Expenses. Notwithstanding anything to the contrary set forth herein, the Company shall, within ten days afterreceipt by the Company of a written request therefor, advance such Expenses to Indemnitee which are incurred by Indemnitee inconnection with any action brought by Indemnitee for indemnification or advancement of Expenses from the Company under thisAgreement or under any directors’ and officers’ liability insurance policies maintained by the Company. The Company shallindemnify Indemnitee against all Expenses incurred by Indemnitee in connection with any hearing or Proceeding under this Section 8involving Indemnitee and against all Expenses and Other Liabilities incurred by Indemnitee in connection with any other Proceedingbetween the Company and Indemnitee; provided, that if Indemnitee is not wholly successful on the underlying claims, then suchindemnification shall be only to the extent Indemnitee is successful on such underlying claims or otherwise as permitted by law,whichever is greater. (g)Determination of “Good Faith”. For purposes of any determination of whether Indemnitee acted in “goodfaith” Indemnitee shall be deemed to have acted in good faith if in taking or failing to take the action in question Indemnitee relied onthe records or books of account of the Company or a Subsidiary or Affiliate, including financial statements, or on information,opinions, reports or statements provided to Indemnitee by the officers or other employees of the Company or a Subsidiary or Affiliatein the course of their duties, or on the advice of legal counsel for the Company or a Subsidiary or Affiliate, or on information orrecords given or reports made to the Company or a Subsidiary or Affiliate by an independent certified public accountant or by anappraiser or other expert selected by the Company or a Subsidiary or Affiliate, or by any other person (including legal counsel,accountants and financial advisors) as to matters Indemnitee reasonably believes are within such other person’s professional or expertcompetence and who has been selected with reasonable care by or on behalf of the Company or a Subsidiary or Affiliate. Inconnection with any determination as to whether Indemnitee is entitled to be indemnified hereunder, or to advancement of expenses,the Reviewing Party or court shall presume that Indemnitee has satisfied the applicable standard of conduct and is entitled toindemnification or advancement of Expenses, as the case may be, and the burden of proof shall be on the Company to establish, byclear and convincing evidence, that Indemnitee is not so entitled. The provisions of this Section 8(g) shall not be deemed to beexclusive or to limit in any way the other circumstances in which Indemnitee may be deemed to have met the applicable standard ofconduct set forth in this Agreement. In addition, the knowledge and/or actions, or failures to act, of any other person serving theCompany or a Subsidiary or Affiliate as an Indemnifiable Person shall not be imputed to Indemnitee for purposes of determining theright to indemnification hereunder.9.Exceptions. Any other provision herein to the contrary notwithstanding,(a)Claims Initiated by Indemnitee. The Company shall not be obligated pursuant to the terms of this Agreementto indemnify or advance Expenses to Indemnitee with respect to any Proceeding(or any part of any Proceeding) or claims initiated or brought voluntarily by Indemnitee, including, without limitation, any Proceeding(or any part of any Proceeding) initiated by Indemnitee against the Company or its directors, officers, employees or agents or otherindemnitees, and not by way of defense, except (1) with respect to Proceedings brought to establish or enforce a right toindemnification under this Agreement, any other statute or law, as permitted under Section 145, or otherwise, or (2) where the Boardhas consented to the initiation of such Proceeding (or part thereof) prior to its initiation; or(b)Actions Based on Federal Statutes Regarding Profit Recovery and Return of Bonus Payments. TheCompany shall not be obligated pursuant to the terms of this Agreement to indemnify Indemnitee on account of (i) any Proceeding inwhich judgment is rendered against Indemnitee for an accounting of profits made from the purchase or sale by Indemnitee of securitiesof the Company pursuant to the provisions of Section 16(b) of the Securities Exchange Act of l934 and amendments thereto or similarprovisions of any federal, state or local statutory law, or (ii) any reimbursement of the Company by the Indemnitee of any bonus orother incentive-based or equity-based compensation or of any profits realized by the Indemnitee from the sale of securities of theCompany, as required in each case under the Exchange Act (including any such reimbursements that arise from an accountingrestatement of the Company pursuant to Section 304 of the Sarbanes-Oxley Act of 2002 (the "Sarbanes-Oxley Act"), or the paymentto the Company of profits arising from the purchase and sale by Indemnitee of securities in violation of Section 306 of the Sarbanes-Oxley Act); or(c)Unlawful Indemnification. The Company shall not be obligated pursuant to the terms of this Agreement toindemnify Indemnitee for Expenses or Other Liabilities if such indemnification is prohibited by law as determined by a court ofcompetent jurisdiction in a final adjudication not subject to further appeal.10.Non-exclusivity. The provisions for indemnification and advancement of Expenses set forth in this Agreement shallnot be deemed exclusive of any other rights which Indemnitee may have under any provision of law, the Company’s Certificate ofIncorporation or Bylaws, the vote of the Company’s stockholders or disinterested directors, other agreements, or otherwise, both as toacts or omissions in his or her official capacity and to acts or omissions in another capacity while serving the Company or a Subsidiaryor Affiliate as an Indemnifiable Person and Indemnitee’s rights hereunder shall continue after Indemnitee has ceased serving theCompany or a Subsidiary or Affiliate as an Indemnifiable Person and shall inure to the benefit of the heirs, executors andadministrators of Indemnitee.11.Severability. If any provision or provisions of this Agreement shall be held to be invalid, illegal or unenforceable forany reason whatsoever, (i) the validity, legality and enforceability of the remaining provisions of the Agreement (including, withoutlimitation, all portions of any paragraphs of this Agreement containing any such provision held to be invalid, illegal or unenforceable,that are not themselves invalid, illegal or unenforceable) shall not in any way be affected or impaired thereby, and (ii) to the fullestextent possible, the provisions of this Agreement (including, without limitation, all portions of any paragraphs of this Agreementcontaining any such provision held to be invalid, illegal or unenforceable, that are not themselves invalid, illegal or unenforceable) shallbe construed so as to give effect to the intent manifested by the provision held invalid, illegal or unenforceable.12.Supersession, Modification and Waiver. This Agreement supersedes any prior indemnification agreement betweenthe Indemnitee and the Company, its Subsidiaries or its Affiliates. If the Company and Indemnitee have previously entered into aseparate agreement providing for the Company’s indemnification of or advancement of Expenses to Indemnitee, the parties’ entry intothis Agreement shall be deemed to amend and restate such prior agreement to read in its entirety as, and shall be superseded by,this Agreement; provided, however, that this Agreement shall be a supplement to, and shall be deemed to be in furtherance of, anyrights to indemnification or advancement of Expenses extended to Indemnitee by the Company from time to time under the Company’sCertificate of Incorporation or Bylaws or under applicable law, and this Agreement shall in no way be deemed a substitute for, norshall it diminish or abrogate any rights of Indemnitee thereunder. No supplement, modification or amendment of this Agreement shallbe binding unless executed in writing by both of the parties hereto. No waiver of any of the provisions of this Agreement shall bedeemed or shall constitute a waiver of any other provision hereof (whether or not similar) and except as expressly provided herein, nosuch waiver shall constitute a continuing waiver.13.Successors and Assigns. The terms of this Agreement shall bind, and shall inure to the benefit of, the successors andassigns of the parties hereto (including any direct or indirect successor by purchase, merger, consolidation or otherwise to all orsubstantially all of the business or assets of the Company).\14.Notice. All notices, requests, demands and other communications under this Agreement shall be in writing and shallbe deemed duly given (i) if delivered by hand and a receipt is provided by the party to whom such communication is delivered, (ii) ifmailed by certified or registered mail with postage prepaid, return receipt requested, on the signing by the recipient of anacknowledgment of receipt form accompanying delivery through the U.S. mail, (iii) personal service by a process server, or (iv)delivery to the recipient’s address by overnight delivery (e.g., FedEx, UPS or DHL) or other commercial delivery service. Addressesfor notice to either party are as shown on the signature page of this Agreement, or as subsequently modified by written noticecomplying with the provisions of this Section 14. Delivery of communications to the Company with respect to this Agreement shall besent to the attention of the Company’s General Counsel.15.Presumptions. For purposes of this Agreement, the termination of any Proceeding, by judgment, order, settlement(whether with or without court approval) or conviction, or upon a plea of nolo contendere or its equivalent, shall not, of itself, create apresumption that Indemnitee did not meet any particular standard of conduct or have any particular belief or that a court has determinedthat indemnification is not permitted by applicable law or otherwise. In addition, neither the failure of the Company or a ReviewingParty to have made a determination as to whether Indemnitee has met any particular standard of conduct or had any particular belief,nor an actual determination by the Company or a Reviewing Party that Indemnitee has not met such standard of conduct or did nothave such belief, prior to the commencement of Proceedings by Indemnitee to secure a judicial determination by exercisingIndemnitee’s rights under Section 8(e) of this Agreement shall be a defense to Indemnitee’s claim or create a presumption thatIndemnitee has failed to meet any particular standard of conduct or did not have any particular belief or is not entitled toindemnification under applicable law or otherwise.16.Survival of Rights. The rights conferred on Indemnitee by this Agreement shall continue after Indemnitee has ceasedto serve the Company or a Subsidiary or Affiliate of the Company as an Indemnifiable Person and shall inure to the benefit ofIndemnitee’s spouse, assigns, heirs, devisees, executors and administrators and other legal representatives.17.Subrogation and Contribution. (a) In the event of payment under this Agreement, the Company shall be subrogatedto the extent of such payment to all of the rights of recovery of Indemnitee, who shall execute all documents required and shall do allacts that may be necessary to secure such rights and to enable the Company effectively to bring suit to enforce such rights.(b) To the fullest extent permissible under applicable law, if the indemnification provided for in this Agreement isunavailable to Indemnitee for any reason whatsoever, the Company, in lieu of indemnifying Indemnitee, shall contribute to the amountincurred by or on behalf of Indemnitee, whetherfor judgments, fines, penalties, excise taxes, amounts paid or to be paid in settlement and/or for Expenses, in connection with anyclaim relating to an indemnifiable event under this Agreement, in such proportion as is deemed fair and reasonable in light of all of thecircumstances of such Proceeding in order to reflect (i) the relative benefits received by the Company and Indemnitee as a result of theevent(s) and/or transaction(s) giving cause to such Proceeding; and/or (ii) the relative fault of the Company (and its directors, officers,employees and agents) and Indemnitee in connection with such event(s) and/or transaction(s).18.Specific Performance, Etc. The parties recognize that if any provision of this Agreement is violated by theCompany, Indemnitee may be without an adequate remedy at law. Accordingly, in the event of any such violation, Indemnitee shall beentitled, if Indemnitee so elects, to institute Proceedings, either in law or at equity, to enforce this Agreement by seeking injunctiverelief or specific performance, without any necessity of showing actual damage or irreparable harm and that by seeking injunctiverelief, Indemnitee shall not be precluded from seeking or obtaining any other relief to which Indemnitee may be entitled. The partiesfurther agree that Indemnitee shall be entitled to such specific performance and injunctive relief without the need of posting bonds orother undertakings in connection therewith. The Company acknowledges that in the absence of a waiver, a bond or undertaking maybe required of Indemnitee by the Delaware Court of Chancery, and the Company hereby waives any such requirement of a bond orundertaking.119.Counterparts. This Agreement may be executed in counterparts, each of which shall for all purposes be deemed tobe an original but all of which together shall constitute one and the same agreement. Only one such counterpart signed by the partyagainst whom enforceability is sought needs to be produced to evidence the existence of this Agreement.20.Headings. The headings of the sections and paragraphs of this Agreement are inserted for convenience only andshall not be deemed to constitute part of this Agreement or to affect the construction or interpretation thereof.21.Governing Law. This Agreement shall be governed by, and construed and enforced in accordance with the laws ofthe State of Delaware, without regard to principles of conflicts of laws thereof.22.Consent to Jurisdiction. Each of the Company and Indemnitee hereby irrevocably (i) agrees that any action, suit orproceeding arising out of or in connection with this Agreement shall be brought only in the Delaware Court of Chancery, and not inany other state or federal court in the United States or any court in any other jurisdiction, (ii) consents to submit to the jurisdiction of theDelaware Court of Chancery for purposes of any action, suit or proceeding which arises out of or relates to this Agreement, (iii) agreesto appoint, to the extent such party is not otherwise subject to service of process in the State of Delaware, the registered agent of theCompany in the State of Delaware as in effect from time to time (or, if the Company or its successor and/or assign ceases to have aregistered agent in the State of Delaware, its last registered agent) as such party’s agent for acceptance of legal process in connectionwith any such action or proceeding against such party with the same legal force and validity as if served upon such party personallywithin the State of Delaware, (iv) waive any objection to the laying of venue of any such action, suit or proceeding in the DelawareCourt of Chancery, and (v) waive, and agree not to plead or make, any claim that any such action or proceeding brought in theDelaware Court of Chancery has been brought in an improper or inconvenient forum.1 NTD: Waiving the posting of a bond is a very director-friendly provision - not as common, but the bond amounts can be high in Chancery Court.23.Duration. This Agreement shall continue until and terminate upon the later of: (a) ten (10) years after the date thatIndemnitee shall have ceased to serve as a representative of the Company or, at the request of the Company, as a representative of aSubsidiary or Affiliate, and (b) one (1) year after the final termination of any Proceeding then pending in respect of which Indemniteeis granted rights of indemnification or advancement of Expenses hereunder and of any proceeding commenced by Indemnitee pursuantto this Agreement relating thereto.The parties hereto have entered into this Indemnity Agreement effective as of the date first above written. SERVICENOW, INC.: By: Its: INDEMNITEE: Address: EXHIBIT 10.4SERVICENOW, INC.2012 EQUITY INCENTIVE PLANNOTICE OF GLOBAL STOCK OPTION GRANTUnless otherwise defined herein, the terms defined in the ServiceNow, Inc. (the “Company”) 2012 Equity Incentive Plan (the “Plan”) shall have the samemeanings in this Notice of Global Stock Option Grant and the electronic representation of this Notice of Global Stock Option Grant established andmaintained by the Company or a third party designated by the Company (the “Notice”).Name:As set forth in the electronic representation of this Notice of Global Stock Option Grant. Address:As set forth in the electronic representation of this Notice of Global Stock Option Grant. You (the “Participant”) have been granted an option to purchase shares of Common Stock of the Company under the Plan subject to the terms andconditions of the Plan, this Notice and the Global Stock Option Award Agreement, including any appendix to the Global Stock Option Award Agreement forParticipant’s country (the “Appendix”) (the Stock Option Award Agreement and the Appendix are collectively referred to as the “Agreement”).Grant Number :The “Grant Name” as set forth in the electronic representation of this Notice of Global Stock Option Grant. Date of Grant :The “Grant Date” as set forth in the electronic representation of this Notice of Global Stock Option Grant. Vesting Commencement Date :The “Vesting Start” as set forth in the electronic representation of this Notice of Global Stock Option Grant. Exercise Price per Share :US$ The “Exercise Price” as set forth in the electronic representation of this Notice of Global Stock Option Grant.Total Number of Shares :The “Shares Granted” as set forth in the electronic representation of this Notice of Global Stock Option Grant. Type of Option :The “Grant Type” as set forth in the electronic representation of this Notice of Global Stock Option Grant. Expiration Date :The “Expiration” as set forth in the electronic representation of this Notice of Global Stock Option Grant. Vesting Schedule:Subject to the limitations set forth in this Notice, the Plan and the Agreement, the Option will vest and may beexercised, in whole or in part, in accordance with the following schedule:As set forth in the “Vesting Schedule Addendum” in the electronic representation of this Notice of GlobalStock Option Grant.By accepting (whether in writing, electronically or otherwise) the Option, Participant acknowledges and agrees to the following:Participant understands that Participant’s employment or consulting relationship or service with the Company or a Parent or Subsidiary is for an unspecifiedduration and that nothing in this Notice, the Agreement or the Plan changes the nature of that relationship. Participant acknowledges that the vesting of theOptions pursuant to this Notice is earned only by continuing service as an Employee, Director or Consultant of the Company or a Parent or Subsidiary.Furthermore, the period during which Participant may exercise the Option after such Termination will commence on the date Participant ceases to activelyprovide services and will not be extended by any notice period mandated under employment laws in the jurisdiction where Participant is employed or termsof Participant’s employment agreement. Participant also understands that this Notice is subject to the terms and conditions of both the Agreement and thePlan, both of which are incorporated herein by reference. Participant has read both the Agreement and the Plan. By accepting this Option, Participantconsents to the electronic delivery as set forth in the Agreement.SERVICENOW, INC.2012 EQUITY INCENTIVE PLANGLOBAL STOCK OPTION AWARD AGREEMENTUnless otherwise defined in this Global Stock Option Award Agreement (the “Agreement”), any capitalized terms used herein shallhave the meaning ascribed to them in the ServiceNow, Inc. (the “Company”) 2012 Equity Incentive Plan (the “Plan”).Participant has been granted an option to purchase Shares (the “Option”), subject to the terms and conditions of the Plan, theNotice of Global Stock Option Grant (the “Notice”) and this Agreement, including any appendix to this Agreement for Participant’scountry (the “Appendix”). 1.Vesting Rights. Subject to the applicable provisions of the Plan and this Agreement, this Option may be exercised, inwhole or in part, in accordance with the schedule set forth in the Notice.2.Termination Period.(a) General Rule. Except as provided below, and subject to the Plan, this Option may be exercised for 90 days afterParticipant’s Termination. In no event shall this Option be exercised later than the Expiration Date set forth in the Notice.(b) Death; Disability. Unless provided otherwise in the Notice, upon Participant’s Termination by reason of his or herdeath, or if a Participant dies within 90 days of the Termination Date, this Option may be exercised for twelve months, provided that inno event shall this Option be exercised later than the Expiration Date set forth in the Notice. Unless provided otherwise in the Notice,upon Participant’s Termination by reason of his or her Disability, this Option may be exercised for six months, provided that in noevent shall this Option be exercised later than the Expiration Date set forth in the Notice.(c) Cause. Upon Participant’s Termination for Cause (as defined in the Plan), the Option shall expire on such date ofParticipant’s Termination Date.3.Grant of Option. Participant named in the Notice has been granted an Option for the number of Shares set forth in theNotice at the exercise price per Share in U.S. Dollars set forth in the Notice (the “Exercise Price”). In the event of a conflict between theterms and conditions of the Plan and the terms and conditions of this Agreement, the terms and conditions of the Plan shall prevail. Ifdesignated in the Notice as an Incentive Stock Option (“ISO”), this Option is intended to qualify as an Incentive Stock Option underSection 422 of the Code. However, if this Option is intended to be an ISO, to the extent that it exceeds the U.S. $100,000 rule of CodeSection 422(d) it shall be treated as a Nonqualified Stock Option (“NQSO”).4.Exercise of Option.(a) Right to Exercise. This Option is exercisable during its term in accordance with the Vesting Schedule set forth in theNotice and the applicable provisions of the Plan and this Agreement. In the event of Participant’s death, Disability, Termination forCause or other Termination, the exercisability of the Option is governed by the applicable provisions of the Plan, the Notice and thisAgreement.(b) Method of Exercise. This Option is exercisable by delivery of an exercise notice (the “Exercise Notice”), whichshall state the election to exercise the Option, the number of Shares in respect of which the Option is being exercised (the “ExercisedShares”), and such other representations and agreements as may be required by the Company pursuant to the provisions of the Plan.The Exercise Notice shall be delivered in person, by mail, via electronic mail or facsimile or by other authorized method to theSecretary of the Company or other person designated by the Company. The Exercise Notice shall be accompanied by payment of theaggregate Exercise Price as to all Exercised Shares together with any Tax-Related Items withholding (as defined in Section 8(a) below).This Option shall be deemed to be exercised upon receipt by the Company of such fully executed Exercise Noticeaccompanied by such aggregate Exercise Price and payment of any Tax-Related Items.(c) No Shares shall be issued pursuant to the exercise of this Option unless such issuance and exercise complies withall relevant provisions of law and the requirements of any stock exchange or quotation service upon which the Shares are then listedand any exchange control restrictions. Assuming such compliance, for income tax purposes the Exercised Shares shall be consideredtransferred to Participant on the date the Option is exercised with respect to such Exercised Shares.5.Method of Payment. Payment of the aggregate Exercise Price shall be by any of the following, or a combinationthereof, at the election of Participant:(a) cash;(b) check;(c) a “broker-assisted” or “same-day sale” (as described in Section 11(d) of the Plan); or(d) other method authorized by the Committee.6.Limited Transferability of Option. Except as set forth in this Section 6, this Option may not be transferred in anymanner other than by will or by the laws of descent or distribution or court order and may be exercised during the lifetime of Participantonly by the Participant or unless otherwise permitted by the Committee on a case-by-case basis. The terms of the Plan and thisAgreement shall be binding upon the executors, administrators, heirs, successors and assigns of Participant. Notwithstanding anythingelse in this Section 6, for U.S. Participants, a NQSO may be transferred by instrument to an inter vivos or testamentary trust in which theNQSO is to be passed to beneficiaries upon the death of the trustor (settlor), to a guardian on the disability or to an executor on death ofthe NQSO holder, or by gift or pursuant to domestic relations orders to Participant’s “Immediate Family” (as defined below), providedthat any such permitted transferees may not transfer NQSOs to parties other than Participant or Participant’s Immediate Family (transfersbetween a Participant’s Immediate Family and between a Participant’s Immediate Family and Participant are permitted). For the sake ofclarification, multiple transfers of NQSOs may be made, by gift or pursuant to domestic relations orders, back and forth betweenImmediate Family and a Participant pursuant to this Section 6. “Immediate Family” means any child, stepchild, grandchild, parent,stepparent, grandparent, spouse, former spouse, domestic partner sharing the same household, sibling, niece, nephew, mother-in-law,father-in-law, son-in-law, daughter-in-law, brother-in-law, or sister-in-law (including adoptive relationships), a trust in which thesepersons have more than fifty percent of the beneficial interest, a foundation in which these persons (or Participant) control themanagement of assets, and any other entity in which these persons (or Participant) own more than fifty percent of the voting interests.The terms of the Plan and this Agreement shall be binding upon the executors, administrators, heirs, transferees, successors and assignsof Participant.7.Term of Option. This Option shall in any event expire on the expiration date set forth in the Notice, which date is10 years after the Date of Grant (five years after the Date of Grant if this option is designated as an ISO in the Notice and Section 5.3 ofthe Plan applies).8.Tax Consequences.(a) Exercising the Option. Participant acknowledges that, regardless of any action taken by the Company or a Parent orSubsidiary of the Company employing or retaining Participant (the “Employer”), the ultimate liability for all income tax, socialinsurance, payroll tax, fringe benefits tax, payment on account or other tax related items related to Participant’s participation in the Planand legally applicable to Participant (“Tax-Related Items”) is and remains Participant’s responsibility and may exceed the amountactually withheld by the Company or the Employer. Participant further acknowledges that the Company and/or the Employer (i) makeno representations or undertakings regarding the treatment of any Tax-Related Items in connection with any aspect of this Option,including, but not limited to, the grant, vesting or exercise of this Option, the subsequent sale of Shares acquired pursuant to suchexercise and the receipt of any dividends; and (ii) do not commit to and are under no obligation to structure theterms of the grant or any aspect of this Option to reduce or eliminate Participant’s liability for Tax-Related Items or achieve anyparticular tax result. Further, if Participant is subject to Tax-Related Items in more than one jurisdiction between the Date of Grant andthe date of any relevant taxable or tax withholding event, as applicable, Participant acknowledges that the Company and/or theEmployer (or former employer, as applicable) may be required to withhold or account for Tax-Related Items in more than onejurisdiction.Prior to the relevant taxable or tax withholding event, as applicable, Participant agrees to make adequate arrangementssatisfactory to the Company and/or the Employer to satisfy all Tax-Related Items. In this regard, Participant authorizes the Companyand/or the Employer, or their respective agents, at their discretion, to satisfy the obligations with regard to all Tax-Related Items by oneor a combination of the following:(i)withholding from Participant’s wages or other cash compensation paid to Participant by the Companyand/or the Employer;(ii)withholding from proceeds of the sale of Shares acquired at exercise of this Option either through avoluntary sale or through a mandatory sale arranged by the Company (on Participant’s behalf pursuant tothis authorization) without further consent;(iii)withholding in Shares to be issued upon exercise of the Option, provided the Company only withholds fromthe amount of Shares necessary to satisfy the minimum statutory withholding amount; or(iv)any other arrangement approved by the Committee.Depending on the withholding method, the Company may withhold or account for Tax-Related Items by consideringapplicable minimum statutory withholding amounts or other applicable withholding rates, including maximum applicable rates, inwhich case Participant will receive a refund of any over-withheld amount in cash and will have no entitlement to the Common Stockequivalent. If the obligation for Tax‑Related Items is satisfied by withholding in Shares, for tax purposes, Participant is deemed to havebeen issued the full member of Shares issued upon exercise of the Options; notwithstanding that a member of the Shares are held backsolely for the purpose of paying the Tax‑Related Items. The Fair Market Value of these Shares, determined as of the effective date ofthe Option exercise, will be applied as a credit against the Tax-Related Items withholding.Finally, Participant agrees to pay to the Company or the Employer any amount of Tax-Related Items that the Companyor the Employer may be required to withhold or account for as a result of Participant’s participation in the Plan that cannot be satisfiedby the means previously described. The Company may refuse to issue or deliver the Shares or the proceeds of the sale of Shares, ifParticipant fails to comply with his or her obligations in connection with the Tax-Related Items.(b) Notice of Disqualifying Disposition of ISO Shares. For U.S. taxpayers, if Participant sells or otherwise disposes ofany of the Shares acquired pursuant to an ISO on or before the later of (i) two years after the grant date, or (ii) one year after theexercise date, Participant shall immediately notify the Company in writing of such disposition. Participant agrees that he or she may besubject to income tax withholding by the Company on the compensation income recognized from such early disposition of ISO Sharesby payment in cash or out of the current earnings paid to Participant.9.Nature of Grant. In accepting the Option, Participant acknowledges, understands and agrees that:(a)the Plan is established voluntarily by the Company, it is discretionary in nature, and may be amended,suspended or terminated by the Company at any time, to the extent permitted by the Plan;(b)the grant of the Option is voluntary and occasional and does not create any contractual or other right toreceive future grants of options, or benefits in lieu of options, even if options have been granted in the past;(c)all decisions with respect to future Option or other grants, if any, will be at the sole discretion of the Company;(d)the Option grant and Participant’s participation in the Plan shall not create a right to employment or beinterpreted as forming an employment or service contract with the Company, the Employer or any Parent or Subsidiary;(e)Participant is voluntarily participating in the Plan;(f)the Option and any Shares acquired under the Plan are not intended to replace any pension rights orcompensation;(g)the Option and any Shares acquired under the Plan and the income and value of same, are not part of normalor expected compensation for purposes of calculating any severance, resignation, termination, redundancy, dismissal, end-of-servicepayments, bonuses, long-service awards, pension or retirement or welfare benefits or similar payments;(h)the future value of the Shares underlying the Option is unknown, indeterminable, and cannot be predictedwith certainty;(i)if the underlying Shares do not increase in value, the Option will have no value;(j)if Participant exercises the Option and acquires Shares, the value of such Shares may increase or decrease invalue, even below the Exercise Price;(k)no claim or entitlement to compensation or damages shall arise from forfeiture of the Option resulting fromParticipant’s Termination, and in consideration of the grant of the Option to which Participant is otherwise not entitled, Participantirrevocably agrees never to institute any claim against the Company, any Parent or Subsidiary or the Employer, waives his or herability, if any, to bring any such claim, and releases the Company, any Parent or Subsidiary and the Employer from any such claim; if,notwithstanding the foregoing, any such claim is allowed by a court of competent jurisdiction, then, by participating in the Plan,Participant shall be deemed irrevocably to have agreed not to pursue such claim and agrees to execute any and all documents necessaryto request dismissal or withdrawal of such claim;(l)unless otherwise provided in the Plan or by the Company in its discretion, the Option and the benefitsevidenced by this Agreement do not create any entitlement to have the Option or any such benefits transferred to, or assumed by,another company nor to be exchanged, cashed out or substituted for, in connection with any corporate transaction affecting the Sharesof the Company; and(m)the following provisions apply only if Participant is providing services outside the United States:(i)the Option and the Shares subject to the Option are not part of normal or expected compensation orsalary for any purpose;(ii)Participant acknowledges and agrees that neither the Company, the Employer nor any Parent orSubsidiary shall be liable for any foreign exchange rate fluctuation between Participant’s local currencyand the United States Dollar that may affect the value of the Option or of any amounts due to Participantpursuant to the exercise of the Option or the subsequent sale of any Shares acquired upon exercise.10.No Advice Regarding Grant. The Company is not providing any tax, legal or financial advice, nor is the Companymaking any recommendations regarding Participant’s participation in the Plan, or Participant’s acquisition or sale of the underlyingShares. Participant is hereby advised to consult with his or her own personal tax, legal and financial advisors regarding his or herparticipation in the Plan before taking any action related to the Plan.11.Data Privacy. Participant hereby explicitly and unambiguously consents to the collection, use and transfer, inelectronic or other form, of Participant’s personal data as described in this Agreement and any other Option grant materials by andamong, as applicable, the Employer, the Company and any Parent or Subsidiary of the Company for the exclusive purpose ofimplementing, administering and managing Participant’s participation in the Plan.Participant understands that the Company and the Employer may hold certain personal information about Participant,including, but not limited to, Participant’s name, home address and telephone number, date of birth, social insurance number or otheridentification number, salary, nationality, job title, any shares of stock or directorships held in the Company, details of all Options orany other entitlement to shares of stock awarded, canceled, exercised, vested, unvested or outstanding in Participant’s favor (“Data”),for the exclusive purpose ofimplementing, administering and managing the Plan. Participant understands that Data will be transferred to Fidelity Brokerage Services LLC or its affiliates or such other stockplan service provider as may be selected by the Company in the future, which is assisting the Company with the implementation,administration and management of the Plan. Participant understands that the recipients of the Data may be located in the UnitedStates or elsewhere, and that the recipient’s country (e.g., the United States) may have different data privacy laws and protections thanParticipant’s country. Participant understands that if he or she resides outside the United States, he or she may request a list with thenames and addresses of any potential recipients of the Data by contacting his or her local human resources representative.Participant authorizes the Company, Fidelity Brokerage Services LLC and its affiliates, and any other possible recipients which mayassist the Company (presently or in the future) with implementing, administering and managing the Plan to receive, possess, use,retain and transfer the Data, in electronic or other form, for the sole purposes of implementing, administering and managingParticipant’s participation in the Plan. Participant understands that Data will be held only as long as is necessary to implement,administer and manage Participant’s participation in the Plan. Participant understands that if he or she resides outside the UnitedStates, he or she may, at any time, view Data, request additional information about the storage and processing of Data, require anynecessary amendments to Data or refuse or withdraw the consents herein, in any case without cost, by contacting in writing his or herlocal human resources representative. Further, Participant understands that he or she is providing the consents herein on a purelyvoluntary basis. If Participant does not consent, or if Participant later seeks to revoke his or her consent, his or her employment statusor service and career with the Employer will not be adversely affected; the only adverse consequence of refusing or withdrawingParticipant’s consent is that the Company would not be able to grant Participant options or other equity awards or administer ormaintain such awards. Therefore, Participant understands that refusing or withdrawing his or her consent may affect Participant’sability to participate in the Plan. For more information on the consequences of Participant’s refusal to consent or withdrawal ofconsent, Participant understands that he or she may contact his or her local human resources representative. 12.Language. If Participant has received this Agreement, or any other document related to the Option and/or the Plantranslated into a language other than English and if the meaning of the translated version is different than the English version, theEnglish version will control.13.Appendix. Notwithstanding any provisions in this Agreement, the Option grant shall be subject to any special termsand conditions set forth in any appendix to this Agreement for Participant’s country. Moreover, if Participant relocates to one of thecountries included in the Appendix, the special terms and conditions for such country will apply to Participant, to the extent theCompany determines that the application of such terms and conditions is necessary or advisable for legal or administrative reasons. TheAppendix constitutes part of this Agreement.14.Imposition of Other Requirements. The Company reserves the right to impose other requirements on Participant’sparticipation in the Plan, on the Option and on any Shares purchased upon exercise of the Option, to the extent the Companydetermines it is necessary or advisable for legal or administrative reasons, and to require Participant to sign any additional agreementsor undertakings that may be necessary to accomplish the foregoing.15.Acknowledgement. The Company and Participant agree that the Option is granted under and governed by theNotice, this Agreement (including the Appendix) and by the provisions of the Plan (incorporated herein by reference). Participant: (i)acknowledges receipt of a copy of the Plan and the Plan prospectus, (ii) represents that Participant has carefully read and is familiar withtheir provisions, and (iii) hereby accepts the Option subject to all of the terms and conditions set forth herein and those set forth in thePlan and the Notice.16.Entire Agreement; Enforcement of Rights. This Agreement (including the Appendix), the Plan and the Noticeconstitute the entire agreement and understanding of the parties relating to the subject matter herein and supersede all prior discussionsbetween them. Any prior agreements, commitments or negotiations concerning the purchase of the Shares hereunder are superseded.No modification of or amendment to this Agreement, nor any waiver of any rights under this Agreement, shall be effective unless inwriting and signed by the parties to this Agreement. The failure by either party to enforce any rights under this Agreement shall not beconstrued as a waiverof any rights of such party.17.Compliance with Laws and Regulations. The issuance of Shares and any restriction on the sale of Shares will besubject to and conditioned upon compliance by the Company and Participant with all applicable state, federal and foreign laws andregulations and with all applicable requirements of any stock exchange or automated quotation system on which the Company’s Sharesmay be listed or quoted at the time of such issuance or transfer.18.Governing Law; Severability. If one or more provisions of this Agreement are held to be unenforceable, the partiesagree to renegotiate such provision in good faith. In the event that the parties cannot reach a mutually agreeable and enforceablereplacement for such provision, then (i) such provision shall be excluded from this Agreement, (ii) the balance of this Agreement shallbe interpreted as if such provision were so excluded and (iii) the balance of this Agreement shall be enforceable in accordance with itsterms. This Agreement and all acts and transactions pursuant hereto and the rights and obligations of the parties hereto shall begoverned, construed and interpreted in accordance with the laws of the State of Delaware, without giving effect to principles of conflictsof law. For purposes of litigating any dispute that arises directly or indirectly from the relationship of the parties evidenced by this grant,the parties hereby submit to and consent to the exclusive jurisdiction of the State of California and agree that such litigation shall beconducted only in the courts of San Jose, California, or the federal courts for the United States for the Northern District of California,and no other courts, where this grant is made and/or to be performed.19.No Rights as Employee, Director or Consultant. Nothing in this Agreement shall affect in any manner whatsoeverthe right or power of the Company, or a Parent or Subsidiary, to terminate Participant’s service, for any reason, with or without Cause.By Participant’s signature and the signature of the Company’s representative on the Notice, Participant and the Company agreethat this Option is granted under and governed by the terms and conditions of the Plan, the Notice and this Agreement (including theAppendix). Participant has reviewed the Plan, the Notice and this Agreement in their entirety, has had an opportunity to obtain theadvice of counsel prior to executing the Notice, and fully understands all provisions of the Plan, the Notice and this Agreement.Participant hereby agrees to accept as binding, conclusive and final all decisions or interpretations of the Committee upon any questionsrelating to the Plan, the Notice and this Agreement. Participant further agrees to notify the Company upon any change in the residenceaddress indicated on the Notice. By acceptance of this Option, Participant agrees to participate in the Plan through an on-line orelectronic system established and maintained by the Company or a third party designated by the Company and consents to theelectronic delivery of the Notice, the Appendix, this Agreement, the Plan, account statements, Plan prospectuses required by the U.S.Securities and Exchange Commission, U.S. financial reports of the Company, and all other documents that the Company is required todeliver to its security holders (including, without limitation, annual reports and proxy statements) or other communications orinformation related to the Option. Electronic delivery may include the delivery of a link to a Company intranet or the internet site of athird party involved in administering the Plan, the delivery of the document via e-mail or such other delivery determined at theCompany’s discretion.20.Insider Trading Restrictions/Market Abuse Laws. Depending on Participant’s country of residence, Participant maybe subject to insider trading restrictions and/or market abuse laws, which may affect his or her ability to acquire or sell Shares or rightsto Shares (e.g., Options) under the Plan during such times as Participant is considered to have “insider information” regarding theCompany (as defined by the laws in Participant’s country). Any restrictions under these laws or regulations are separate from and inaddition to any restrictions that may be imposed under any applicable Company insider trading policy. Participant is responsible forcomplying with any applicable restrictions and is advised to speak with a personal legal advisor on this matter. APPENDIXSERVICENOW, INC.2012 EQUITY INCENTIVE PLANSTOCK OPTION AWARD AGREEMENTTerms and ConditionsThis Appendix includes additional terms and conditions that govern this Option granted to Participant under the Plan if Participantresides in one of the countries listed below. Certain capitalized terms used but not defined in this Appendix have the meanings set forthin the Plan and/or Agreement.NotificationsThis Appendix also includes information regarding exchange controls and certain other issues of which Participant should be awarewith respect to his or her participation in the Plan. The information is based on the securities, exchange control and other laws in effectin the respective countries as of April 2014. Such laws are often complex and change frequently. As a result, the Company stronglyrecommends that Participant not rely on the information in this Appendix as the only source of information relating to the consequencesof Participant’s participation in the Plan because the information may be out of date at the time that Participant exercises this Option orsells Shares acquired under the Plan.In addition, the information contained herein is general in nature and may not apply to Participant’s particular situation and theCompany is not in a position to assure Participant of any particular result. Accordingly, Participant is advised to seek appropriateprofessional advice as to how the relevant laws in Participant’s country may apply to his or her situation.Finally, if Participant is a citizen or resident of a country other than the one in which he or she is currently working or transfers toanother country after the grant of this Option, or is considered a resident of another country for local law purposes, the informationcontained herein may not be applicable to Participant in the same manner. In addition, the Company shall, in its discretion, determine towhat extent the terms and conditions contained herein shall apply to Participant under these circumstances.AUSTRALIATerms and ConditionsOption Expiration Date. Notwithstanding anything to the contrary in the Agreement, the Expiration Date for this Option shall be theearlier of (a) the Expiration Date set forth in the Notice, or (b) seven (7) years from the Date of Grant.Exercise of Option. The following provision supplements section 4 of the Agreement:If the Option vests when the market price per Share is equal to or less than the Exercise Price for the Options, Participant shall not bepermitted to exercise the Option. The Options may only be exercised starting on the business day following the first day on which themarket price per Share exceeds the Exercise Price for the Option.NotificationsSecurities Law Information. If Participant acquires Shares under the Plan and offers such Shares for sale to a person or entity residentin Australia, the offer may be subject to disclosure requirements under Australian law. Participant is advised to obtain legal adviceregarding his or her disclosure obligations prior to making any such offer.AUSTRIANotificationsConsumer Protection Information. Participant may be entitled to revoke acceptance of Option on the basis of the Austrian ConsumerProtection Act (the “Act”) under the conditions listed below, if the Act is considered to be applicable to the Agreement and the Plan:(i) If Participant accepts the Option outside the business premises of the Company, Participant may be entitled to revoke his or heracceptance of the Option, provided the revocation is made within one (1) week after such acceptance of the Option.(ii) The revocation must be in written form to be valid. It is sufficient if Participant returns the Agreement to the Company or theCompany’s representative with language which can be understood as a refusal to conclude or honor the Agreement, provided therevocation is sent within the period discussed above.Foreign Asset/Account Reporting Information. If Participant holds Shares acquired under the Plan outside Austria, Participant mustsubmit a report to the Austrian National Bank. An exemption applies if the value of the Shares as of any given quarter does not exceed€30,000,000 or if the value of the Shares in any given year as of December 31 does not exceed €5,000,000. If the former threshold isexceeded, quarterly obligations are imposed, whereas if the latter threshold is exceeded, annual reports must be given. The annualreporting date is December 31 and the deadline for filing the annual report is March 31 of the following year.A separate reporting requirement applies when Participant sells Shares acquired under the Plan or receives a dividend. In that case, theremay be exchange control obligations if the cash proceeds are held outside Austria. If the transaction volume of all accounts abroadexceeds €3,000,000, the movements and balances of all accounts must be reported monthly, as of the last day of the month, on orbefore the 15th day of the following month, on the prescribed form (Meldungen SI-Forderungen und/oder SI-Verpflichtungen).BELGIUMTerms and ConditionsTaxation of Option. The Option must be accepted in writing either (i) within 60 days of the offer (for tax at offer), or (ii) more than 60days after the offer (for tax at exercise). Participant has received a separate offer letter, acceptance form and undertaking form inaddition to the Notice and the Agreement. Participant should refer to the offer letter for a more detailed description of the taxconsequences of choosing to accept the Option. Participant should consult with his or her personal tax advisor regarding completion ofthe additional forms.NotificationsForeign Asset/Account Reporting Information. Participant is required to report any bank accounts opened and maintained outsideBelgium on his or her annual tax return. [Please add provision re: acceptance of options and draft the offer doc, acceptance ___,and undertaking. Thank you.]BRAZILTerms and ConditionsCompliance with Law. By accepting the Option, Participant acknowledges that Participant agrees to comply with applicable Brazilianlaws and to pay any and all applicable taxes associated with participation in the Plan, including the exercise of the Option and the saleof Shares acquired under the Plan.NotificationsForeign Asset/Account Reporting Information. If Participant is resident or domiciled in Brazil, Participant will be required to submitan annual declaration of assets and rights held outside of Brazil to the Central Bank of Brazil if the aggregate value of such assets andrights equals or exceeds US$100,000. Assets and rights that must be reported include any Shares acquired under the Plan. Assets andrights that must be reported also include the following: (i) bank deposits; (ii) loans; (iii) financing transactions; (iv) leases; (v) directinvestments; (vi) portfolio investments, including Shares acquired under the Plan; (vii) financial derivatives investments; and (viii) otherinvestments, including real estate and other assets. Foreign individuals holding Brazilian visas are considered Brazilian residents forpurposes of this reporting requirement and must declare at least the assets held abroad that were acquired subsequent to the date ofadmittance as a resident of Brazil.CANADATerms and ConditionsPayment of Awards. Due to legal restrictions in Canada, Participant is prohibited from tendering Shares that he or she already owns topay the Exercise Price or any Tax-Related Items in connection with the Option.Termination. Participant’s right to vest in the Option under the Plan will terminate effective as of the earlier of (a) the Termination Date,or (b) the date upon which Participant receives a Notice of Termination and the period during which Participant may exercise theOption after such termination of Participant’s employment will commence on the same date.The following terms and conditions will apply if Participant is a resident of Quebec:Language Consent. The parties acknowledge that it is their express wish that the Agreement, as well as all documents, notices and legalproceedings entered into, given or instituted pursuant hereto or relating directly or indirectly hereto, be drawn up in English.Les parties reconnaissent avoir exigé la rédaction en anglais de cette convention, ainsi que de tous documents, avis et procéduresjudiciaires, exécutés, donnés ou intentés en vertu de, ou liés directement ou indirectement à, la présente convention.Data Privacy. The following provision supplements section 11 of the Agreement:Participant hereby authorizes the Company and the Company’s representatives to discuss with and obtain all relevant information fromall personnel, professional or not, involved in the administration and operation of the Plan. Participant further authorizes the Company,any Parent or Subsidiary and any stock plan service provider that may be selected by the Company to assist with the Plan to discloseand discuss the Plan with their respective advisors. Participant further authorizes the Company and any Parent or Subsidiary to recordsuch information and to keep such information in Participant’s employee file.NotificationsSecurities Law Information. Participant is permitted to sell Shares acquired through the Plan through the designated broker appointedunder the Plan, if any, provided the resale of Shares acquired under the Plan takes place outside Canada through the facilities of a stockexchange on which the Shares are listed on the New York Stock Exchange.Foreign Asset/Account Reporting Information. Participant may be required to report any foreign property on form T1135 (ForeignIncome Verification Statement) if the total cost of Participant’s foreign property exceeds C$100,000 at any time in the year. Foreignproperty includes Shares acquired under the Plan and may include Options that remain unvested. The form T1135 must be filed byApril 30 of the following year. Participant is advised to consult with a personal advisor to ensure that Participant complies with theapplicable requirements.DENMARKNotificationsDanish Stock Option Act. By participating in the Plan, Participant acknowledges that he or she received an Employer Statementtranslated into Danish, which is being provided to comply with the Danish Stock Option Act. To the extent more favorable toParticipant and required to comply with the Stock Option Act, the terms set forth in the Employer Statement will apply to theParticipant’s participation in the Plan.Exclusion from Termination Indemnities and Other Benefits. This provision supplements Section 9 in the Agreement:In accepting the Option, Participant acknowledges that he or she understands and agrees that this grant relates to future services to beperformed and is not a bonus or compensation for past services.Exchange Control and Tax Reporting Information. Participant may hold Shares acquired under the Plan in a safety-deposit account(e.g., a brokerage account) with either a Danish bank or with an approved foreign broker or bank. If the Shares are held with a non-Danish broker or bank, Participant is required to inform the Danish Tax Administration about the safety-deposit account. For thispurpose, Participant must file a Declaration V (Erklaering V) with the Danish Tax Administration. Both Participant and the bank/brokermust sign the Declaration V. By signing the Declaration V, the bank/broker undertakes an obligation, without further request each yearnot later than on February 1 of the year following the calendar year to which the information relates, to forward certain information tothe Danish Tax Administration concerning the content of the safety-deposit account. In the event that the applicable broker or bankwith which the safety-deposit account is held does not wish to, or, pursuant to the laws of the country in question, is not allowed toassume such obligation to report, Participant acknowledges that he or she is solely responsible for providing certain details regardingthe foreign brokerage or bank account and any Shares acquired at exercise and held in such account to the Danish Tax Administrationas part of Participant’s annual income tax return. By signing the Form V, Participant at the same time authorizes the Danish TaxAdministration to examine the account. A sample of the Declaration V can be found at the following website:www.skat.dk/getFile.aspx?Id=47392. In addition, when Participant opens a deposit account or a brokerage account for the purpose of holding cash outside Denmark, thebank or brokerage account, as applicable, will be treated as a deposit account because cash can be held in the account. Therefore,Participant must also file a Declaration K (Erklaering K) with the Danish Tax Administration. Both Participant and the bank/brokermust sign the Declaration K. By signing the Declaration K, the bank/broker undertakes an obligation, without further request eachyear, not later than on February 1 of the year following the calendar year to which the information relates, to forward certaininformation to the Danish Tax Administration concerning the content of the deposit account. In the event that the applicable financialinstitution (broker or bank) with which the account is held, does not wish to, or, pursuant to the laws of the country in question, is notallowed to assume such obligation to report, Participant acknowledges that he or she is solely responsible for providing certain detailsregarding the foreign brokerage or bank account to the Danish Tax Administration as part of Participants annual income tax return. Bysigning the Declaration K, Participant at the same time authorizes the Danish Tax Administration to examine the account. A sample ofDeclaration K can be found at the following website: www.skat.dk/getFile.aspx?Id=42409&newwindow=true.If Participant uses the broker‑assisted, same‑day sale or cashless sell‑all method of exercise, Participant is not required to file a Form Vbecause he or she will not hold any Shares. However, if Participant opens a deposit account with a foreign broker or bank to hold thecash proceeds, he or she is required to file a Form K as described above.FINLANDThere are no country-specific provisions.FRANCETerms and ConditionsConsent to Receive Information in English. By accepting the Option, Participant confirms having read and understood the documentsrelating to this grant (the Plan, the Agreement, the Notice and this Appendix) which were provided in English language. Participantaccepts the terms of those documents accordingly.Consentement pour recevoir les informations en langue anglaise. En acceptant l’Option, le Participant confirme avoir lu et compris lesdocuments relatifs à cette attribution (le Plan, le Contrat, l’Avis et cette Annexe) qui ont été communiqués en langue anglaise. LeParticipant accepte les termes de ces documents en connaissance de cause.NotificationsForeign Asset/Account Reporting Information. Participant may hold Shares acquired under the Plan outside France provided thatParticipant declares all foreign accounts (including any accounts that were opened or closed during the tax year) on his or her annualincome tax return.GERMANYNotificationsExchange Control Notification. Cross-border payments in excess of €12,500 in connection with the sale of securities must be reportedmonthly to the Servicezentrum Außenwirtschaftsstatistik, which is the competent federal office of the Deutsche Bundesbank (theGerman Central Bank) for such notifications in Germany. Participant is responsible for obtaining the appropriate form from the bankand complying with the applicable reporting obligations.HONG KONGNotificationsSecurities Warning: The Option and any Shares issued pursuant to the Option do not constitute a public offering of securities underHong Kong law and are available only to employees of the Company, the Employer and any Parent or Subsidiary. The Agreement,including this Appendix, the Plan, the Notice and other incidental communication materials have not been prepared in accordance withand are not intended to constitute a “prospectus” for a public offering of securities under the applicable securities legislation in HongKong, nor have the documents been reviewed by any regulatory authority in Hong Kong. The Option and any related documentationare intended only for Participant’s personal use and may not be distributed to any other person. If Participant is in any doubt aboutany of the contents of the Agreement, including this Appendix, the Plan or the Notice, Participant is advised to obtain independentprofessional advice.INDIATerms and ConditionsMethod of Payment. The following provision supplements section 5 of the Agreement.Due to legal restrictions in India, Participant will not be permitted to pay the Exercise Price by a broker assisted partial cashless exercisesuch that a certain number of Shares subject to the exercised Option are sold immediately upon exercise and the proceeds of the saleremitted to the Company to cover the aggregate Exercise Price and any Tax-Related Items. However, payment of the Exercise Pricemay be made by any of the other methods of payment set forth in section 5 of the Agreement. The Company reserves the right toprovide Participant with this method of payment depending on the development of local law.NotificationsExchange Control Notification. Due to exchange control restrictions in India, Participant understands that he or she is required torepatriate any proceeds from the sale of Shares acquired under the Plan or the receipt of any dividends to India within 90 days ofreceipt. Participant must obtain a foreign inward remittance certificate (“FIRC”) from the bank where Participant deposits the funds andmust maintain the FIRC as evidence of the repatriation of funds in the event the Reserve Bank of India or the Employer requests proofof repatriation.Foreign Asset/Account Reporting Information. Participant understands that he or she is required to declare (a) any foreign assets heldby Participant or (b) any foreign bank accounts for which Participant has signing authority in his or her annual tax return.ISRAELTerms and ConditionsThe following provisions apply to Participants who are in Israel on the Date of Grant.Trustee Arrangement. Participant hereby agrees that the Option, as shall be granted to him or her by the Company under the IsraeliSubplan to the Plan, shall be allocated under the provisions of the track referred to as the “Capital Gains Track,” according to Section102(b)(2) and 102(b)(3) of the Israeli Income Tax Ordinance and shall be held by the trustee (the “Trustee”) for the periods stated inSection 102 (the “Holding Period”).Participant hereby declares that:1.Participant understands the provisions of Section 102 and the applicable tax track of this grant of Options.2.Subject to the provisions of Section 102, Participant hereby confirms that Participant shall not sell and/or transfer theOptions, or any Shares or additional rights associated with the Options, before the end of the Holding Period. In theevent that Participant elects to sell or release the Shares or additional rights, as the case may be, prior to the expiration ofthe Holding Period, the sanctions under Section 102 shall apply to and shall be borne solely by Participant.3.Participant understands that this grant of Options is conditioned upon the receipt of all required approvals from Israeli taxauthorities.4.Participant agrees to be bound by the provisions of the trust agreement with the Trustee.5.Participant hereby confirms that he or she has: (i) read and understands this Agreement; (ii) received all the clarificationsand explanations that he or she has requested; and (iii) had the opportunity to consult with his or her advisers beforeaccepting this Agreement.Written Acceptance. If Participant has not already executed a Section 102 Capital Gains Award Confirmation Letter (“ConfirmationLetter”) in connection with grants made under the Israeli Subplan to the Plan, Participant must print, sign and deliver the signed copy ofthe attached Confirmation Letter within 45 days to the Trustee at the following address and the attention of: Erika Ickowicz Aloni,Account Manager, ESOP Trust Company, Aviv Tower, 7 Jabotinsky St. Ramat Gan, 52520 Israel. If the Trustee does not receive thesigned Confirmation Letter within 45 days, the Options shall not qualify for preferential tax treatment.The following provisions apply to Participants who transfer into Israel after the Date of Grant.Exercise of Option. The following provision supplements section 4 of the Agreement.Participant will be restricted to exercising his or her Option using the broker‑assisted, same-day sale or cashless sell-all exercise method,pursuant to which all Shares are sold immediately upon exercise of the Option and Participantreceives the sale proceeds less the Exercise Price, Tax-Related Items and any applicable broker fees or commissions. Participant will notbe entitled to hold any Shares acquired at exercise.ITALYExercise of Option. The following provision supplements section 4 of the Agreement.Participant will be restricted to exercising his or her Option using the broker‑assisted, same-day sale or cashless sell-all exercise method,pursuant to which all Shares are sold immediately upon exercise of the Option and Participant receives the sale proceeds less theExercise Price, Tax-Related Items and any applicable broker fees or commissions. Participant will not be entitled to hold any Sharesacquired at exercise. The Company reserves the right to provide additional methods of exercise depending on the development of locallaws.Terms and ConditionsData Privacy Notice. This provision replaces in its entirety the Data Privacy provision in section 11 of the Agreement:Participant understands that the Company, the Employer and any Parent or Subsidiary may hold certain personal information aboutParticipant, including, but not limited to, Participant’s name, home address and telephone number, date of birth, social insurance (tothe extent permitted under Italian law) or other identification number, salary, nationality, job title, any Shares or directorships held inthe Company or any Parent or Subsidiary, details of all RSUs or other entitlement to Shares granted, awarded, canceled, exercised,vested, unvested or outstanding in Participant’s favor, and that the Company and the Employer will process said data and other datalawfully received from third parties (“Data”) for the exclusive purpose of implementing, managing and administering Participant’sparticipation in the Plan and complying with applicable laws, including community legislation.Participant also understands that providing the Company with Data is necessary to effectuate Participant’s participation in the Planand that Participant’s refusal to do so would make it impossible for the Company to perform its contractual obligations and mayaffect Participant’s ability to participate in the Plan. The controllers of Data processing are ServiceNow, Inc. with registered offices at3260 Jay Street, Santa Clara, CA 95054 and ServiceNow Italy S.R.L., which is also the Company’s representative in Italy for privacypurposes pursuant to Legislative Decree no. 192/2003.Participant understands that Data will not be publicized, but it may be accessible by the Employer as the privacy representative of theCompany and within the Employer’s organization by its internal and external personnel in charge of processing such Data and thedata processor (“Processor”). An updated list of Processors and other transferees of Data is available upon request from theEmployer.Furthermore, Data may be transferred to banks, other financial institutions, or brokers involved in the management andadministration of the Plan. Participant understands that Data may also be transferred to the Company’s stock plan service provider,Fidelity Brokerage Services LLC, or such other administrator that may be engaged by the Company in the future. Participant furtherunderstands that the Company and/or any Parent or Subsidiary will transfer Data among themselves as necessary for the purpose ofthe implementation, administration and management of Participant’s participation in the Plan. The Data recipients may receive,possess, use, retain, and transfer Data in electronic or other form, for the purpose of implementing, administering, and managingParticipant’s participation in the Plan. Participant understands that these recipients may be acting as Controllers, Processors orpersons in charge of processing, as the case may be, according to applicable privacy laws, and that they may be located in or outsidethe European Economic Area, such as in the United States or elsewhere, in countries that do not provide an adequate level of dataprotection as intended under Italian privacy law. Should the Company exercise its discretion in suspending or terminating the Plan, itwill delete Data as soon as it has accomplished all the necessary legal obligations connected with the management and administrationof the Plan.Participant understands that Data processing for the purposes specified in the Agreement shall take place underautomated or non-automated conditions, anonymously when possible, and with confidentiality and security provisions, as set forth byApplicable Laws, with specific reference to Legislative Decree no. 196/2003.The processing activity, including the transfer of Data abroad, including outside of the European Economic Area, as specified in theAgreement does not require Participant’s consent thereto as the processing is necessary for the performance of legal and contractualobligations related to implementation, administration and management of the Plan. Participant understands that, pursuant to section 7of the Legislative Decree no. 196/2003, Participant has the right at any moment to, without limitation, obtain information on Dataheld, access and verify its contents, origin and accuracy, delete, update, integrate, correct, block or stop, for legitimate reason, theData processing by contacting your local human resources representative. Finally, Participant is aware that Data will not be used fordirect marketing purposes.Plan Document Acknowledgement. Participant acknowledges that by accepting the Option, Participant has been given access to thePlan document, has reviewed the Plan and the Agreement in their entirety and fully understands and accepts all provisions of the Planand the Agreement. Further, Participant specifically and expressly approves the following clauses of the Agreement: (i) section 2 -Termination Period; (ii) section 4 - Exercise of Option; (iii) section 5 - Method of Payment; (iv) section 8 - Tax Consequences; (v)section 9 - Nature of Grant; (vi) section 16 - Entire Agreement; Enforcement of Rights; (vii) section 18 - Governing Law; Severabilityand the Data Privacy Notice set forth above in this Appendix.NotificationsForeign Asset/Account Reporting Information. Italian residents who, at any time during the fiscal year, hold foreign financial assets(including cash and Shares) which may generate income taxable in Italy are required to report these assets on their annual tax returns(UNICO Form, RW Schedule) for the year during which the assets are held, or on a special form if no tax return is due. These reportingobligations will also apply to Italian residents who are the beneficial owners of foreign financial assets under Italian money launderingprovisions.Tax on Foreign Financial Assets. The value of any Shares (and certain other foreign assets) Participant holds outside Italy will besubject to a foreign financial assets tax, to the extent the aggregate value of the covered foreign assets exceeds €12,000. The taxableamount is equal to the fair market value of the Shares on December 31 or on the last day the Shares were held (in such case, or whenthe Shares are acquired during the course of the year, the tax is levied in proportion to the number of days the Shares were held over thecalendar year) at a rate of 0.2%. If Participant is subject to this foreign financial assets tax, Participant will need to report the value ofParticipant’s financial assets held abroad in Form RM of Participant’s annual tax return. Participant should contact Participant’s personaltax advisor for additional information about the foreign financial assets tax.JAPANTerms and ConditionsExchange Control Information. If Participant pays more than ¥30,000,000 for the purchase of Shares in any one transaction,Participant must file an ex post facto Payment Report with the Ministry of Finance (through the Bank of Japan or the bank carrying outthe transaction). The precise reporting requirements vary depending on whether the relevant payment is made through a bank in Japan.If Participant acquires Shares whose value exceeds ¥100,000,000 in a single transaction, Participant must also file an ex post factoReport Concerning Acquisition of Shares with the Ministry of Finance through the Bank of Japan within 20 days of acquiring theShares. The forms to make these reports can be acquired at the Bank of Japan.A Payment Report is required independently of a Report Concerning Acquisition of Securities. Consequently, if the total amount thatyou pay on a one-time basis at exercise of the Option exceeds ¥100,000,000, Participant must file both a Payment Report and a ReportConcerning Acquisition of Securities.Foreign Asset/Account Reporting Information. Participant is required to report details of any assets held outsideJapan as of December 31 (including Shares acquired under the Plan), to the extent such assets have a total net fair market valueexceeding ¥50,000,000. Such report will be due by March 15 each year. Participant should consult with Participant’s personal taxadvisor to determine if the reporting obligation applies to Participant’s personal situation.MEXICOTerms and ConditionsNo Entitlement or Claims for Compensation. These provisions supplement section 9 of the Agreement:Modification. By accepting the Option, Participant understands and agrees that any modification of the Plan or the Agreement or itstermination shall not constitute a change or impairment of the terms and conditions of employment.Policy Statement. The Option grant the Company is making under the Plan is unilateral and discretionary and, therefore, the Companyreserves the absolute right to amend it and discontinue it at any time without any liability.The Company, with registered offices at 4810 Eastgate Mall, San Diego, CA 92121, U.S.A., is solely responsible for the administrationof the Plan and participation in the Plan and the acquisition of Shares does not, in any way, establish an employment relationshipbetween Participant and the Company since Participant is participating in the Plan on a wholly commercial basis, nor does it establishany rights between Participant and the Employer.Plan Document Acknowledgment. By accepting the Option, Participant acknowledges that Participant has received copies of the Plan,has reviewed the Plan and the Agreement in their entirety and fully understands and accepts all provisions of the Plan and theAgreement.In addition, by signing the Agreement, Participant further acknowledges that Participant has read and specifically and expresslyapproved the terms and conditions in section 9 of the Agreement, in which the following is clearly described and established: (i)participation in the Plan does not constitute an acquired right; (ii) the Plan and participation in the Plan is offered by the Company on awholly discretionary basis; (iii) participation in the Plan is voluntary; and (iv) the Company and any Parent or Subsidiary are notresponsible for any decrease in the value of the Shares underlying the Option.Finally, Participant hereby declares that Participant does not reserve any action or right to bring any claim against the Company for anycompensation or damages as a result of Participant’s participation in the Plan and therefore grants a full and broad release to theEmployer, the Company and any Parent or Subsidiary with respect to any claim that may arise under the Plan.Spanish TranslationSin derecho a compensación o reclamaciones por compensación. Estas disposiciones complementan el sección 9 del Contrato:Modificación. Al aceptar la Opción, el Participante entiende y acuerda que cualquier modificación al Plan o al Contrato o suterminación no constituirá un cambio o perjuicio a los términos y condiciones de empleo.Declaración de Política. El otorgamiento de la Opción que la Compañía está haciendo de conformidad con el Plan es unilateral ydiscrecional y, por lo tanto, la Compañía se reserva el derecho absoluto de modificar y discontinuar el mismo en cualquier momento,sin responsabilidad alguna.La Compañía, con oficinas registradas ubicadas en 4810 Eastgate Mall, San Diego, CA 92121, EE.UU. es únicamente responsable dela administración del Plan y la participación en el Plan y la adquisición de Acciones no establece, de forma alguna, establecer unarelación de trabajo entre el Participante y la Compañía, ya que el Participante está participa en el Plan de una base totalmentecomercial, y tampoco establece ningún derecho entre el Participante y el Patrón.Reconocimiento del Documento del Plan. Al aceptar la Opción, el Participante reconoce que el Participante ha recibido copias delPlan, ha revisado el Plan y el Contrato en su totalidad y entiende y acepta completamente todas las disposiciones contenidas en elPlan y en el Contrato.Adicionalmente, mediante la firma del Contrato de Opción, el Participante reconoce que el Participante ha leído y específica yexpresamente ha aprobado los términos y condiciones del sección 9 del Contrato, en el que claramente se ha descrito y establecidoque: (i) la participación en el Plan no constituye un derecho adquirido; (ii) el Plan y la participación en el Plan es ofrecida por laCompañía de forma enteramente discrecional; (iii) la participación en el Plan es voluntaria; y (iv) la Compañía y cualquier empresaMatriz, Subsidiaria o afiliada no son responsables por cualquier disminución en el valor de las Acciones subyacentes a la Opción.Finalmente, el Participante de acuerdo en que el Participante no se reserva ninguna acción o derecho para interponer cualquierdemanda o reclamación en contra de la Compañía por compensación, daño o perjuicio alguno como resultado de su participación enel Plan y, por lo tanto, otorga finiquito al Patrón, la Compañía y cualquier empresa Matriz, Subsidiaria o afiliada con respecto acualquier demanda o reclamación que pudiera surgir en virtud del Plan.NETHERLANDSThere are no country-specific provisions.NEW ZEALANDSecurities Law Notification. Participant understands that he or she is being offered an opportunity to participate in the Plan and that, incompliance with New Zealand Securities Law, Participant is hereby notified that the materials listed below are available for Participant’sreview where indicated below.1.The Company’s most recent Annual Report (Form 10-K), Quarterly Report (Form 10-Q), and financial statements are availableon the Company’s website (www.servicenow.com) (Company About ServiceNow Investor Relations SEC Filings).2.The Company’s Plan, Plan prospectus, and the Agreement are available on the Company’s designated broker website(www.fidelity.com). Participant must log-in to his or her brokerage account to access these materials.A copy of the above materials will be provided to Participant free of charge upon request to ServiceNow, Inc., Stock Administration,3260 Jay Street, Santa Clara, California 95054, U.S.A.When reading these materials, Participant understands that all references to Exercise Price are listed in U.S. dollars. Participantunderstands that Participant should read the materials carefully before making a decision whether to participate in the Plan and thatParticipant should consult with his or her personal tax advisor for specific information concerning Participant’s personal tax situationwith regard to participation in the Plan.NORWAYThere are no country-specific provisions.SINGAPORENotificationsSecurities Law Information. In reliance on section 273(1)(f) of the Securities and Futures Act (Chapter 289, 2006 Ed.) (“SFA”), theOption grant is exempt from the prospectus and registration requirements under the SFA. The Plan has not been lodged or registered asa prospectus with the Monetary Authority of Singapore. Participant should note that the Option is subject to section 257 of the SFA andParticipant will not be able to make (i) any subsequent sale of Shares in Singapore or (ii) any offer of such subsequent sale of Sharessubject to the Option in Singapore, unless such sale or offer in is made pursuant to the exemptions under Part XIII Division (1)Subdivision (4) (other than section 280) of the SFA.Director Notification Obligation. If Participant is a director, associate director or shadow director of the Company’s Singapore Parentor Subsidiary, Participant is subject to certain notification requirements under the Singapore Companies Act. Among these requirementsis an obligation to notify the Company’s Singapore Parent or Subsidiary in writing when Participant receives an interest (e.g., Options orShares) in the Company or any Parent or Subsidiary. In addition, Participant must notify the Company’s Singapore Parent or Subsidiarywhen Participant sells Shares or shares of any Parent or Subsidiary (including when Participant sells Shares issued upon exercise of theOption). These notifications must be made within two business days of acquiring or disposing of any interest in the Company or anyParent or Subsidiary. In addition, a notification of Participant’s interests in the Company or any Parent or Subsidiary must be madewithin two business days of becoming a director.SOUTH AFRICATerms and ConditionsTax Consequences. The following provision supplements section 8 of the Agreement:By accepting the Option, Participant agrees that, immediately upon exercise of the Option, Participant will notify the Employer of theamount of any gain realized. If Participant fails to advise the Employer of the gain realized upon exercise, Participant may be liable fora fine. Participant will be solely responsible for paying any difference between the actual tax liability and the amount withheld by theEmployer.NotificationsTax Clearance Certificate Requirement. If Participant uses cash to exercise the Option, rather than a cashless exercise method,Participant must first obtain and provide to the Employer, or any third party designated by the Employer or the Company, a TaxClearance Certificate (with respect to Foreign Investments) bearing the official stamp and signature of the Exchange ControlDepartment of the South African Revenue Service (“SARS”). Participant must renew this Tax Clearance Certificate every 12 months, orsuch other period as may be required by the SARS. Participant must also complete a transfer of funds application form to transfer thefunds. If Participant exercises the Option by a cashless exercise whereby no funds are remitted offshore for the purchase of Shares, noTax Clearance Certificate is required.Exchange Control Information. To participate in the Plan, Participant must comply with exchange control regulations and rulings inSouth Africa. Because the exchange control regulations are subject to change, Participant should consult Participant’s personal legaladvisor prior to exercising the Option to ensure compliance with current regulations. Participant is responsible for ensuring compliancewith all exchange control laws in South Africa.SOUTH KOREANotificationsExchange Control Information. If Participant remits funds out of South Korea to purchase Shares under the Plan, the remittance mustbe “confirmed” by a foreign exchange bank in South Korea. This is an automatic procedure, i.e., the bank does not need to “approve”the remittance, and it should take no more than a single day to process. Participant likely will need to present to the bank processing thetransaction the following supporting documents evidencing the nature of the remittance: (i) the Notice and Agreement; (ii) the Plan; and(iii) Participant’s certificate of employment. This confirmation is not necessary for cashless exercises since no funds are remitted out ofSouth Korea.In addition, if Participant receives US$500,000 or more from the sale of Shares in a single transaction, South Korean exchange controllaws require Participant to repatriate the proceeds to Korea within 18 months of the sale.Foreign Asset/Account Reporting Information. If Participant is a Korean resident, Participant must declare all of his or her foreignfinancial accounts (i.e., non-Korean bank accounts, brokerage accounts, and so on) to the Koreantax authority and file a report with respect to such accounts if the value of such accounts exceeds KRW 1 billion (or an equivalentamount in foreign currency). Participant is advised to consult with his or her personal tax advisor to determine if the reportingobligation applies to his or her personal situation.SPAINTerms and ConditionsTermination Period and Nature of Grant. This provision supplements the Notice and sections 2 and 9 of the Agreement:In accepting the Option, Participant consents to participate in the Plan and acknowledges that he or she has received a copy of the Plan.Participant understands and agrees that, as a condition of the grant of the Option, Termination for any reason (including the reasonslisted below) will automatically result in the loss of the Option that may have been granted to Participant and that has not vested as ofParticipant’s Termination Date.In particular, Participant understands and agrees that any unvested Option as of the Termination Date will be forfeited withoutentitlement to the underlying Shares or to any amount of indemnification in the event of a Termination by reason of, but not limited to,resignation, retirement, disciplinary dismissal adjudged to be with cause, disciplinary dismissal adjudged or recognized to be withoutcause, individual or collective dismissal on objective grounds, whether adjudged or recognized to be with or without cause, materialmodification of the terms of employment under Article 41 of the Workers’ Statute, relocation under Article 40 of the Workers’ Statute,Article 50 of the Workers’ Statute, unilateral withdrawal by the Employer and under Article 10.3 of the Royal Decree 1382/1985.Participant acknowledges that he or she has read and specifically accept the conditions referred to in the Notice and Sections 2 and 9 ofthe Agreement.Participant understands that the Company has unilaterally, gratuitously and discretionally decided to grant the Option under the Plan toindividuals who may be employees or service providers of the Company or a Parent or Subsidiary throughout the world. The decision isa limited decision that is entered into upon the express assumption and condition that any grant will not economically or otherwise bindthe Company or any Parent or Subsidiary on an ongoing basis other than as set forth in this Agreement. Consequently, Participantunderstands that the Option is granted on the assumption and condition that the Option and any Shares issued upon vesting of theOption are not part of any employment or service contract (either with the Company or any Parent or Subsidiary) and shall not beconsidered a mandatory benefit, salary for any purposes (including severance compensation) or any other right whatsoever. Further,Participant understands that the Option would not be granted to Participant but for the assumptions and conditions referred to herein;thus, Participant acknowledges and freely accepts that should any or all of the assumptions be mistaken or should any of the conditionsnot be met for any reason, then the grant of the Option and any right to the Option shall be null and void.NotificationsSecurities Law Notification. The grant of Option and the Shares issued pursuant to the vesting of Option are considered a privateplacement outside the scope of Spanish laws on public offerings and issuances of securities. The Plan and the Agreement, including thisAppendix, have not been nor will they be registered with the Comisión Nacional del Mercado de Valores (Spanish Securities ExchangeCommission), and they do not constitute a public offering prospectus.Exchange Control Information. Participant must declare the acquisition, ownership and sale of Shares to the Spanish DirecciónGeneral de Comercio e Inversiones (the “DGCI”) of the Ministry of Economy and Competitiveness for statistical purposes. Generally,the declaration must be filed in January for Shares acquired or sold during (or held as of December 31 of) the prior year; however, if thevalue of the Shares purchased under the Plan or the amount ofthe sale proceeds exceeds €1,502,530, the declaration must be filed within one month of the purchase or sale, as applicable.Foreign Asset/Account Reporting Information. To the extent Participant holds assets (e.g., cash or Shares held in a bank orbrokerage account) outside Spain with a value in excess of €50,000 per type of asset (e.g., Shares, cash, and so on) as of December 31each year, Participant is required to report information on such rights and assets on his or her tax return for such year. After such rightsor assets are initially reported, the reporting obligation will only apply for subsequent years if the value of any previously-reportedrights or assets increases by more than €20,000. The reporting must be completed by March 31. Failure to comply with this reportingrequirement may result in penalties. Accordingly, Participant is advised to consult with his or her personal tax and legal advisors toensure that Participant is properly complying with his or her reporting obligations.Further, Participant is required to declare electronically to the Bank of Spain any securities accounts (including brokerage accounts heldabroad), as well as the securities held in such accounts if the value of the transactions for all such accounts during the relevant year orthe balances in such accounts as of December 31st of the relevant year exceeds €1,000,000.SWEDENThere are no country-specific provisions.SWITZERLANDNotificationsSecurities Law Information. The grant of Options is considered a private offering in Switzerland and is, therefore, not subject toregistration in Switzerland.TURKEYNotificationsSecurities Law Information. Under Turkish law, Participant is not permitted to sell any Shares acquired under the Plan in Turkey. TheShares are currently traded on the New York Stock Exchange, which is located outside Turkey, under the ticker symbol “NOW” andthe Shares may be sold through this exchange.Exchange Control Information. Pursuant to Decree No. 32 on the Protection of the Value of the Turkish Currency (“Decree 32”) andCommunique No. 2008-32/34 on Decree No. 32, any activity related to investments in foreign securities (e.g., the sale of Shares underthe Plan) must be conducted through a bank or financial intermediary institution licensed by the Turkish Capital Markets Board andshould be reported to the Turkish Capital Markets Board. Participant is advised to contact a personal legal advisor for furtherinformation regarding these requirements.UNITED KINGDOMTerms and ConditionsThe following terms and conditions apply only if Participant is an Employee. No grants under this Agreement shall be made toConsultants or Directors resident in the United Kingdom.Responsibility for Taxes. The following provisions supplement section 8(a) of the Agreement:Participant agrees that, if Participant does not pay or the Employer or the Company does not withhold from Participant the full amountof income tax that Participant owes at exercise of the Option, or the release or assignment of the Option for consideration, or the receiptof any other benefit in connection with the Option (the “Due Date”) within 90 days after the Due Date, or such other period specified inSection 222(1)(c) of the U.K. Income Tax (Earnings and Pensions) Act 2003, then the amount that should have been withheld shallconstitute a loan owed by Participant to the Employer, effective 90 days after the Due Date. Participant agrees that the loan will bearinterest at Her Majesty’s Revenue and Customs (“HMRC”) official rate and will be immediately due and repayable by Participant, andthe Company and/or the Employer may recover it at any time thereafter by withholding the funds from salary, bonus or any other fundsdue to Participant by the Employer, by withholding in Shares issued upon exercise of the Option or from the cash proceeds from thesale of Shares or by demanding cash or a cheque from Participant. Participant also authorizes the Company to delay the issuance of anyShares unless and until the loan is repaid in full.Notwithstanding the foregoing, if Participant is an executive officer or director (as within the meaning of Section 13(k) of the ExchangeAct), the terms of the immediately foregoing provision will not apply. In the event that Participant is an executive officer or director andincome tax is not collected from or paid by Participant within 90 days of the Due Date, the amount of any uncollected income tax mayconstitute a benefit to Participant on which additional income tax and National Insurance Contributions (“NICs”) (including EmployerNICs, as defined below) may be payable. Participant acknowledges that the Company or the Employer may recover any such additionalincome tax and NICs (including Employer NICs, as defined below) at any time thereafter by any of the means referred to in section 8(a)of the Agreement, although Participant acknowledges that he or she ultimately will be responsible for reporting and paying any incometax due on this additional benefit directly to HMRC under the self-assessment regime and for reimbursing the Employer for the value ofthe NICs (including Employer NICs, as defined below) due on this additional benefit.National Insurance Contributions Acknowledgment. As a condition of participation in the Plan and the exercise of the Option,Participant agrees to accept any liability for secondary Class 1 NICs which may be payable by the Company and/or the Employer inconnection with the Option and any event giving rise to Tax-Related Items (the “Employer NICs”). Without limitation to the foregoing,Participant agrees to execute a joint election with the Company, the form of such joint election being formally approved by HMRC (the“Joint Election”), and any other required consent or election. Participant further agrees to execute such other joint elections as may berequired between Participant and any successor to the Company and/or the Employer. Participant further agrees that the Companyand/or the Employer may collect the Employer NICs from Participant by any of the means set forth in section 8(a) of the Agreement.If Participant does not enter into a Joint Election prior to exercising the Option or if approval of the Joint Election has been withdrawnby HMRC, the Option shall become null and void without any liability to the Company and/or the Employer and may not be exercisedby Participant.SERVICENOW, INC.2012 EQUITY INCENTIVE PLANISRAELIf you have not already executed a Section 102 Capital Gains Award Confirmation Letter (“Confirmation Letter”) in connectionwith grants made under the Israeli Subplan to the 2012 Equity Incentive Plan (the “Plan”), you must print, sign and deliver thesigned copy of this Confirmation Letter within 45 days to the Trustee at the following address and the attention of: Erika IckowiczAloni, Account Manager, ESOP Trust Company, Aviv Tower, 7 Jabotinsky St. Ramat Gan, 52520 Israel. If the Trustee does notreceive the signed Confirmation Letter within 45 days, the stock options and/or restricted stock units will not qualify forpreferential tax treatment.Section 102 Capital Gains Award Confirmation LetterI hereby confirm and agree that the stock options and/or restricted stock units granted to me by ServiceNow, Inc. (the “Company”)under the Israeli Subplan to the Plan that have been designated by the board of directors (or a committee thereof) of the Company asawards subject to the “Capital Gains Track”, according to Section 102(b)(2) and 102(b)(3) and the Income Tax Rules issued thereunder(“Section 102”) of the Israel Income Tax Ordinance (the “Awards”), shall be subject to the terms and conditions of the “Capital GainsTrack” set forth in said Section 102 and shall be held by ESOP Management and Trust Services Ltd. as trustee (the “Trustee”) inaccordance with the requirements of Section 102 (the “Holding Period”).I hereby declare that:1.I understand and accept the provisions of Section 102 and the “Capital Gains Track” as they apply to Awards.2.Subject to the provisions of Section 102, I hereby confirm that I shall not sell and/or transfer the Awards, or any shares oradditional rights associated with the Awards, before the “end of the Holding Period” (as defined in Section 102). In the eventthat I shall elect to sell or release the shares or additional rights, as the case may be, prior to the “end of the Holding Period,”the provisions of Section 102 shall apply and the applicable tax consequences shall be borne solely by me.3.I understand that the grant of Awards is subject to the receipt of all required approvals from Israeli tax authorities andcompliance with the requirements of Section 102.4.I agree to be bound by the provisions of the Company’s trust agreement with the Trustee.5.I hereby confirm that I have: (i) read and understand this letter; (ii) received all the clarifications and explanations that I haverequested; and (iii) had the opportunity to consult with my advisers before signing this confirmation letter.6.I hereby confirm that, in addition to my confirmation and agreement hereunder, the acceptance or settlement of any suchAwards shall be deemed as irrevocable confirmation of my acknowledgements and undertakings herein with respect to suchspecific Award.Name of Employee: __________________ID : ________________________________Signature: __________________________SPECIAL NOTICE FOR EMPLOYEES IN DENMARKEMPLOYER STATEMENTPursuant to Section 3(1) of the Act on Stock Options in employment relations (the "Stock Option Act"), you are entitled to receive the following informationregarding participation in the ServiceNow, Inc. 2012 Equity Incentive Plan (the “Plan”) in a separate written statement.This statement contains only the information mentioned in the Stock Option Act, while the other terms and conditions of your grant of stock options topurchase shares of the common stock of ServiceNow, Inc. (the “Company”) are described in detail in the Plan, the Notice of Global Stock Option Grant (the“Notice”), the Global Stock Option Award Agreement (the “Agreement”) and the applicable country-specific supplement, which have been made available toyou.1. Date of grant of stock optionsThe grant date of your stock option is the date that the Company approved a grant for you, which is set forth in the Notice.2.Terms or conditions for grant of stock optionsOnly persons identified in Section 3 of the Plan are eligible to participate in the Plan. The grant of stock options under the Plan is offered atthe sole discretion of the Company and is intended to achieve the purposes identified in Section 1 of the Plan, including (among other things)encouraging stock ownership in the Company by employees of the Company and any parents and subsidiaries that exist now or in the future. TheCompany may decide, in its sole discretion, not to make any grants of stock options to you in the future. Under the terms of the Plan, the Agreementand the applicable country-specific supplement, you have no entitlement or claim to receive future grants of stock options or awards in lieu of stockoptions.3.Exercise DateYour stock option shall vest and become exercisable over a period of time (“vesting period”), provided you remain employed by or in theservice of the Company or a subsidiary or parent on each of the vesting dates set forth in the Notice, unless the stock option vests or is terminatedearlier for the reasons set forth in the Plan or Agreement and subject to section 5 of this statement. Your vested stock options are exercisable any timeafter vesting and before the stock option is terminated or expires (“exercise period”).4.Exercise PriceDuring the exercise period, the stock options can be exercised to purchase common stock in the Company at a price per share not less thanthe fair market value of the stock on the date the stock option is granted, as determined in accordance with the Plan, and which is set forth in theAgreement.5.Your rights upon termination of employmentThe treatment of your stock option upon termination of employment will be determined under Sections 4 and 5 of the Stock Option Act unless theterms contained in the Plan, the Agreement and the applicable country-specific supplement are more favorable to you than Sections 4 and 5 of theStock Option Act. If the terms contained in the Plan, the Agreement and the applicable country-specific supplement are more favorable to you, thensuch terms will govern the treatment of your stock option upon termination of employment.6.Financial aspects of participating in the PlanThe grant of stock options has no immediate financial consequences for you. The value of the stock options is not taken into account whencalculating holiday allowances, pension contributions or other statutory consideration calculated on the basis of salary.Shares of stock are financial instruments and investing in stock will always have financial risk. The possibility of gain at the time of exercisewill not only be dependent on the Company’s financial development, but also on the general development of the stock market. In addition, before orafter you exercise your stock options, the shares of Company stock could decrease in value even below the exercise price.SERVICENOW, INC.102 S. Sierra AvenueSolana Beach, CA 92075U.S.A.SÆRLIG MEDDELELSE TIL MEDARBEJDERE I DANMARKARBEJDSGIVERERKLÆRINGI henhold til § 3, stk. 1, i lov om brug af køberet eller tegningsret m.v. i ansættelsesforhold ("Aktieoptionsloven") er du berettiget til i en særskilt skriftligerklæring at modtage følgende oplysninger om deltagelse i ServiceNow, Inc.'s incitamentsordning - 2012 Equity Incentive Plan ("Planen").Denne erklæring indeholder kun de oplysninger, der er nævnt i Aktieoptionsloven, mens de øvrige vilkår og betingelser for din tildeling af aktieoptioner tilkøb af ordinære aktier i ServiceNow, Inc. ("Selskabet") er nærmere beskrevet i Planen, Notice of Global Stock Option Grant ("Meddelelsen"), Global StockOption Award Agreement ("Aftalen") og det gældende landespecifikke tillæg, som du har modtaget.1. TildelingstidspunktTidspunktet for tildeling af aktieoptioner er den dato, hvor Selskabet godkendte din tildeling som anført i Meddelelsen.2.Kriterier og betingelser for tildelingen af aktieoptionerKun de i Planens pkt. 3 anførte personer kan deltage i Planen. Tildelingen af aktieoptioner i henhold til Planen sker efter Selskabets eget skønmed henblik på at gennemføre de i Planens pkt. 1 anførte formål, herunder bl.a. at tilskynde medarbejdere i Selskabet samt dets nuværende ogfremtidige datterselskaber og moderselskab til at eje aktier i Selskabet. Selskabet kan frit vælge ikke at tildele dig aktieoptioner fremover. I henhold tilPlanen, Aftalen og det gældende landespecifikke tillæg har du ikke nogen ret til eller noget krav på fremover at få tildelt aktieoptioner eller modtageøvrige tildelinger i stedet for aktieoptioner.3.UdnyttelsestidspunktDine aktieoptioner modnes og vil kunne udnyttes over en periode ("modningsperioden"), forudsat at du fortsat er ansat i eller arbejder forSelskabet, et datterselskab eller moderselskab på hver af de modningsdatoer, som er angivet i Meddelelsen, medmindre aktieoptionen modner ellerbortfalder på et tidligere tidspunkt af de i Planen eller Aftalen anførte årsager, og med forbehold for pkt. 5 i denne erklæring. Dine modnedeaktieoptioner kan udnyttes til enhver tid fra modningstidspunktet indtil optionernes udløb eller ophør (udnyttelsesperiode).4.UdnyttelseskursI udnyttelsesperioden kan aktieoptionerne udnyttes til køb af ordinære aktier i Selskabet til en kurs pr. aktie, som ikke er lavere end aktiernesmarkedskurs på tildelingstidspunktet som fastsat i henhold til Planen og angivet i Aftalen.5.Din retsstilling i forbindelse med fratrædenDine aktieoptioner vil i tilfælde af din fratræden blive behandlet i overensstemmelse med Aktieoptionslovens §§ 4 og 5, medmindre bestemmelserne iPlanen, Aftalen og det gældende landespecifikke tillæg er mere fordelagtige for dig end Aktieoptionslovens §§ 4 og 5. Hvis bestemmelserne i Planen,Aftalen og det gældende landespecifikke tillæg er mere fordelagtige for dig, vil disse bestemmelser være gældende for, hvordan dine aktieoptionerbehandles i forbindelse med din fratræden.6.Økonomiske aspekter ved at deltage i PlanenTildelingen af aktieoptioner har ingen umiddelbare økonomiske konsekvenser for dig. Værdien af aktieoptionerne indgår ikke i beregningenaf feriepenge, pensionsbidrag eller øvrige lovpligtige, vederlagsafhængige ydelser.Aktier er finansielle instrumenter, og investering i aktier vil altid være forbundet med en økonomisk risiko. Således afhængergevinstmuligheden på udnyttelsestidspunktet ikke kun af Selskabets økonomiske udvikling, men også af den generelle udvikling på aktiemarkedet.Derudover kan Selskabets aktier både før og efter udnyttelsestidspunktet falde til en værdi, der måske endda ligger under udnyttelseskursen.SERVICENOW, INC.102 S. Sierra AvenueSolana Beach, CA 92075U.S.A. SERVICENOW, INC.2012 EQUITY INCENTIVE PLANUNITED KINGDOMElection To Transfer the Employer’s National Insurance Liability to the EmployeeThis Election is between:A.The individual who has obtained authorised access to this Election (the “Employee”), who is employed by one of theemploying companies listed in the attached schedule (the “Employer”) and who is eligible to receive a stock option (“Option”)pursuant to the 2012 Equity Incentive Plan (the “Plan”), andB.ServiceNow, Inc., 102 S. Sierra Avenue, Solana Beach, CA 92075, U.S.A. (the “Company”), which may grant Options underthe Plan and is entering into this Election on behalf of the Employer.1.Introduction1.1This Election relates to all Options granted to the Employee under the Plan on or after June 18, 2012, up to the termination dateof the Plan.1.2In this Election the following words and phrases have the following meanings:a.“Chargeable Event” means, in relation to the Options:i.the acquisition of securities pursuant to stock options (within section 477(3)(a) of ITEPA);ii.the assignment (if applicable) or release of the stock options in return for consideration (within section 477(3)(b)of ITEPA);iii.the receipt of a benefit in connection with the stock options, other than a benefit within (i) or (ii) above (withinsection 477(3)(c) of ITEPA);iv.post-acquisition charges relating to the shares acquired pursuant to the stock options (within section 427 ofITEPA); and/orv.post-acquisition charges relating to the shares acquired pursuant to the stock options (within section 439 ofITEPA).b.“ITEPA” means the Income Tax (Earnings and Pensions) Act 2003.c.“SSCBA” means the Social Security Contributions and Benefits Act 1992.1.3This Election relates to the employer’s secondary Class 1 National Insurance Contributions (the “Employer’s Liability”) whichmay arise on the occurrence of a Chargeable Event in respect of the Options pursuant to section 4(4)(a) and/or paragraph3B(1A) of Schedule 1 of the SSCBA.1.4This Election does not apply in relation to any liability, or any part of any liability, arising as a result of regulations being givenretrospective effect by virtue of section 4B(2) of either the SSCBA, or the Social Security Contributions and Benefits (NorthernIreland) Act 1992.1.5This Election does not apply to the extent that it relates to relevant employment income which is employment income of theearner by virtue of Chapter 3A of Part VII of ITEPA (employment income: securities with artificially depressed market value).2.The ElectionThe Employee and the Company jointly elect that the entire liability of the Employer to pay the Employer’s Liability onthe Chargeable Event is hereby transferred to the Employee. The Employee understands that, by signing or electronicallyaccepting this Election, he or she will become personally liable for the Employer’s Liability covered by this Election. ThisElection is made in accordance with paragraph 3B(1) of Schedule 1 of the SSCBA.3.Payment of the Employer’s Liability3.1The Employee hereby authorises the Company and/or the Employer to collect the Employer’s Liability from the Employee atany time after the Chargeable Event:i.by deduction from salary or any other payment payable to the Employee at any time on or after the date of theChargeable Event; and/orii.directly from the Employee by payment in cash or cleared funds; and/oriii.by arranging, on behalf of the Employee, for the sale of some of the securities which the Employee is entitled to receivein respect of the Options, the proceeds of which must be delivered to the Employer in sufficient time for payment to bemade to HMRC by the due date; and/oriv.where the proceeds of the gain are to be made through a third party, the Employee will authorize that party to withholdan amount from the payment or to sell some of the securities which the Employee is entitled to receive in respect of theOptions, such amount to be paid in sufficient time to enable the Company to make payment to HMRC by the due date;and/orv.through any other method as set forth in the applicable Option agreements entered into between the Employee and theCompany.3.2The Company hereby reserves for itself and the Employer the right to withhold the transfer of any securities to the Employee inrespect of the Options until full payment of the Employer’s Liability is received.3.3The Company agrees to remit the Employer’s Liability to HM Revenue & Customs on behalf of the Employee within 14 daysafter the end of the UK tax month during which the Chargeable Event occurs (or within 17 days if payments are madeelectronically).4. Duration of Election4.1The Employee and the Company agree to be bound by the terms of this Election regardless of whether the Employee istransferred abroad or is not employed by the Employer on the date on which the Employer’s Liability becomes due.4.2This Election will continue in effect until the earliest of the following:i.the Employee and the Company agree in writing that it should cease to have effect;ii.on the date the Company serves written notice on the Employee terminating its effect;iii.on the date HMRC withdraws approval of this Election; oriv.after due payment of the Employer’s Liability in respect of the entirety of the Options to which this Election relates orcould relate, such that the Election ceases to have effect in accordance with its terms.Acceptance by the EmployeeThe Employee acknowledges that by clicking on the “ACCEPT” box where indicated on the grant acceptance screen, theEmployee agrees to be bound by the terms of this Election as stated above.Acceptance by the CompanyThe Company acknowledges that, by signing this Election or arranging for the scanned signature of an authorised representativeto appear on this Election, the Company agrees to be bound by the terms of this Election.Signature for and onbehalf of the Company ____________________________Name Ethan Christensen Position Vice President, LegalDate ____________________________SCHEDULE OF EMPLOYER COMPANIESThe following are employer companies to which this Election may apply:Service-now.com UK LimitedRegistered Office:Standard House, Weyside Park, Catteshall Lane,Godalming,Surrey, Gu7 1XECompany Registration Number:6299383Corporation Tax District:201 South LondonCorporation Tax Reference:6359720602PAYE Reference:581/LA08194SERVICENOW, INC.2012 EQUITY INCENTIVE PLANNOTICE OF GLOBAL RESTRICTED STOCK UNIT AWARDGRANT NUMBER: __________________Unless otherwise defined herein, the terms defined in the ServiceNow, Inc. (the “Company”) 2012 Equity Incentive Plan (the “Plan”)shall have the same meanings in this Notice of Global Restricted Stock Unit Award (the “Notice”).Name: Address: I.You (“Participant”) have been granted an award of Restricted Stock Units (“RSUs”) under the Plan subject to the terms andconditions of the Plan, this Notice and the Global Restricted Stock Unit Award Agreement, including any appendix to theGlobal Restricted Stock Unit Award Agreement for Participant’s country (the “Appendix”) (the Restricted Stock Unit AwardAgreement and the Appendix are collectively referred to as the “Agreement”).Number of RSUs: Date of Grant: Vesting Commencement Date: Expiration Date:The date on which settlement of all RSUs granted hereunder occurs, with earlier expirationupon the Termination DateVesting Schedule:Subject to the limitations set forth in this Notice, the Plan and the Agreement, the RSUs willvest in accordance with the following schedule:[ServiceNow to insert vesting schedule]By accepting (whether in writing, electronically or otherwise) the RSUs, Participant acknowledges and agrees to the following:Participant understands that Participant’s employment or consulting relationship or service with the Company or a Parent or Subsidiaryis for an unspecified duration and that nothing in this Notice, the Agreement or the Plan changes the nature of that relationship.Participant acknowledges that the vesting of the RSUs pursuant to this Notice is earned only by continuing service as an Employee,Director or Consultant of the Company or Parent or Subsidiary. Participant also understands that this Notice is subject to the terms andconditions of both the Agreement and the Plan, both of which are incorporated herein by reference. Participant has read both theAgreement and the Plan. By accepting this RSU, Participant consents to the electronic delivery as set forth in the Agreement.SERVICENOW, INC.2012 EQUITY INCENTIVE PLANGLOBAL RESTRICTED STOCK UNIT AWARD AGREEMENTUnless otherwise defined herein, the terms defined in the ServiceNow, Inc. (the “Company”) 2012 Equity Incentive Plan (the“Plan”) shall have the same defined meanings in this Global Restricted Stock Unit Award Agreement (the “Agreement”).Participant has been granted Restricted Stock Units (“RSUs”) subject to the terms, restrictions and conditions of the Plan, theNotice of Global Restricted Stock Unit Award (the “Notice”) and this Agreement, including any appendix to this Agreement forParticipant’s country (the “Appendix”).1.Settlement. The RSUs shall be settled on or as soon as administratively practicable following each vest date under the vestingschedule set forth in the Notice (and in no event later than 2 1/2 months following the end of the year in which such vest date occurs),provided that Participant continues to provide services to the Company or any Subsidiary or Affiliate through such vest date. Settlementof RSUs shall be in Shares.2.No Stockholder Rights. Unless and until such time as Shares are issued in settlement of vested RSUs, Participant shall haveno ownership of the Shares allocated to the RSUs and shall have no right dividends or to vote such Shares.3.Dividend Equivalents. Dividends, if any (whether in cash or Shares), shall not be credited to Participant.4.Non-Transferability of RSUs. RSUs may not be transferred in any manner other than by will or by the laws of descent ordistribution or court order or unless otherwise permitted by the Committee on a case-by-case basis.5.Termination. If Participant’s service Terminates for any reason, all unvested RSUs shall be forfeited to the Companyforthwith, and all rights of Participant to such RSUs shall immediately terminate. In case of any dispute as to whether Termination hasoccurred, the Committee shall have sole discretion to determine whether such Termination has occurred and the effective date of suchTermination.6.Withholding Taxes. Participant acknowledges that, regardless of any action taken by the Company or, if different,Participant’s employer (the “Employer”) the ultimate liability for all income tax, social insurance, payroll tax, fringe benefits tax,payment on account or other tax-related items related to Participant’s participation in the Plan and legally applicable to Participant(“Tax-Related Items”), is and remains Participant’s responsibility and may exceed the amount actually withheld by the Company or theEmployer. Participant further acknowledges that the Company and/or the Employer (1) make no representations or undertakingsregarding the treatment of any Tax-Related Items in connection with any aspect of the RSU, including, but not limited to, the grant,vesting or settlement of the RSU and the subsequent sale of Shares acquired pursuant to such settlement; and (2) do not commit to andare under no obligation to structure the terms of the grant or any aspect of the RSU to reduce or eliminate Participant’s liability for Tax-Related Items or achieve any particular tax result. Further, if Participant is subject to Tax-Related Items in more than one jurisdictionbetween the date of grant and the date of any relevant taxable or tax withholding event, as applicable, Participant acknowledges that theCompany and/or the Employer (or former employer, as applicable) may be required to withhold or account for Tax-Related Items inmore than one jurisdiction.Prior to any relevant taxable or tax withholding event, as applicable, Participant agrees to make adequate arrangementssatisfactory to the Company and/or the Employer to satisfy all Tax-Related Items. In this regard, Participant authorizes the Companyand/or the Employer, or their respective agents, at their discretion, to satisfy the obligations with regard to all Tax-Related Items by oneor a combination of the following:(i)withholding from Participant’s wages or other cash compensation paid to Participant by the Company and/or theEmployer;(ii)withholding from proceeds of the sale of Shares acquired upon settlement of the RSU either through a voluntary sale orthrough a mandatory sale arranged by the Company (on Participant’s behalf pursuant to this authorization);(iii)withholding in Shares to be issued upon settlement of the RSU, provided the Company only withholds the amount ofShares necessary to satisfy the minimum statutory withholding amounts; or(iv)any other arrangement approved by the Committee.Depending on the withholding method, the Company may withhold or account for Tax-Related Items by considering applicableminimum statutory withholding amounts or other applicable withholding rates, including maximum applicable rates, in which caseParticipant will receive a refund of any over-withheld amount in cash and will have no entitlement to the Common Stock equivalent. Ifthe obligation for Tax-Related Items is satisfied by withholding in Shares, for tax purposes, Participant is deemed to have been issuedthe full number of Shares subject to the vested RSU, notwithstanding that a number of the Shares are held back solely for the purpose ofpaying the Tax-Related Items. The Fair Market Value of these Shares, determined as of the effective date when taxes otherwise wouldhave been withheld in cash, will be applied as a credit against the Tax-Related Items withholding.Finally, Participant agrees to pay to the Company or the Employer any amount of Tax-Related Items that the Company or theEmployer may be required to withhold or account for as a result of Participant’s participation in the Plan that cannot be satisfied by themeans previously described. The Company may refuse to issue or deliver the Shares or the proceeds of the sale of Shares, if Participantfails to comply with Participant’s obligations in connection with the Tax-Related Items.7.Nature of Grant. In accepting the grant, Participant acknowledges, understands and agrees that:(a)the Plan is established voluntarily by the Company, it is discretionary in nature and it may be modified, amended,suspended or terminated by the Company at any time, to the extent permitted by the Plan;(b)the grant of the RSU is voluntary and occasional and does not create any contractual or other right to receive futuregrants of RSUs, or benefits in lieu of RSUs, even if RSUs have been granted in the past;(c)all decisions with respect to future RSU or other grants, if any, will be at the sole discretion of the Company;(d)the RSU grant and Participant’s participation in the Plan shall not create a right to employment or be interpreted asforming an employment or services contract with the Company, the Employer or any Parent or Subsidiary;(e)Participant is voluntarily participating in the Plan;(f)the RSU and the Shares subject to the RSU are not intended to replace any pension rights or compensation;(g)the RSU and the Shares subject to the RSU, and the income and value of same, are not part of normal or expectedcompensation for purposes of calculating any severance, resignation, termination, redundancy, dismissal, end-of-service payments,bonuses, long-service awards, pension or retirement or welfare benefits or similar payments;(h)the future value of the underlying Shares is unknown, indeterminable and cannot be predicted with certainty;(i)no claim or entitlement to compensation or damages shall arise from forfeiture of the RSU resulting from Participant’sTermination, and in consideration of the grant of the RSU to which Participant is otherwise notentitled, Participant irrevocably agrees never to institute any claim against the Company, or any Parent or Subsidiary or the Employer,waives his or her ability, if any, to bring any such claim, and releases the Company, any Parent or Subsidiary and the Employer fromany such claim; if, notwithstanding the foregoing, any such claim is allowed by a court of competent jurisdiction, then, by participatingin the Plan, Participant shall be deemed irrevocably to have agreed not to pursue such claim and agrees to execute any and alldocuments necessary to request dismissal or withdrawal of such claim;(j)unless otherwise provided in the Plan or by the Company in its discretion, the RSU and the benefits evidenced by thisAgreement do not create any entitlement to have the RSU or any such benefits transferred to, or assumed by, another company nor tobe exchanged, cashed out or substituted for, in connection with any Corporate Transaction affecting the shares of the Company; and(k)the following provisions apply only if Participant is providing services outside the United States:(i)the RSU and the Shares subject to the RSU are not part of normal or expected compensation or salary for anypurpose;(ii)Participant acknowledges and agrees that neither the Company, the Employer nor any Parent or Subsidiary shallbe liable for any foreign exchange rate fluctuation between Participant’s local currency and the United StatesDollar that may affect the value of the RSU or of any amounts due to Participant pursuant to the settlement of theRSU or the subsequent sale of any Shares acquired upon settlement.8.No Advice Regarding Grant. The Company is not providing any tax, legal or financial advice, nor is the Company makingany recommendations regarding Participant’s participation in the Plan, or Participant’s acquisition or sale of the underlying Shares.Participant is hereby advised to consult with his or her own personal tax, legal and financial advisors regarding his or her participationin the Plan before taking any action related to the Plan.9.Data Privacy. Participant hereby explicitly and unambiguously consents to the collection, use and transfer, in electronic orother form, of Participant’s personal data as described in this Agreement and any other RSU grant materials by and among, asapplicable, the Employer, the Company and any Parent or Subsidiary for the exclusive purpose of implementing, administering andmanaging Participant’s participation in the Plan.Participant understands that the Company and the Employer may hold certain personal information about Participant,including, but not limited to, Participant’s name, home address and telephone number, date of birth, social insurance number or otheridentification number, salary, nationality, job title, any shares of stock or directorships held in the Company, details of all RSUs orany other entitlement to shares of stock awarded, canceled, exercised, vested, unvested or outstanding in Participant’s favor (“Data”),for the exclusive purpose of implementing, administering and managing the Plan.Participant understands that Data will be transferred to Fidelity Brokerage Services LLC or its affiliates or such other stockplan service provider as may be selected by the Company in the future, which is assisting the Company with the implementation,administration and management of the Plan. Participant understands that the recipients of the Data may be located in the UnitedStates or elsewhere, and that the recipients’ country (e.g., the United States) may have different data privacy laws and protections thanParticipant’s country. Participant understands that if he or she resides outside the United States, he or she may request a list with thenames and addresses of any potential recipients of the Data by contacting his or her local human resources representative.Participant authorizes the Company, Fidelity Brokerage Services LLC and its affiliates, and any other possible recipients which mayassist the Company (presently or in the future) with implementing, administering and managing the Plan to receive, possess, use,retain and transfer the Data, in electronic or other form, for the sole purpose of implementing, administering and managing his or herparticipation in the Plan. Participant understands that Data will be held only as long as is necessary to implement, administer andmanage Participant’s participation in the Plan. Participant understands if he or she resides outside the United States, he or she may,at any time, view Data, request additional information about the storage and processing of Data, require any necessary amendmentsto Data or refuse or withdraw the consents herein, in any case without cost, by contacting in writing his or her local human resourcesrepresentative. Further, Participant understands that he or she is providing the consents herein on a purely voluntary basis. IfParticipant does not consent, or if Participant later seeks to revoke his or her consent, his or her employment status or service andcareer with the Employer will not be adversely affected; the only adverse consequence of refusing or withdrawing Participant’sconsent is that the Company would not be able to grant Participant RSUs or other equity awards or administer or maintain suchawards. Therefore, Participant understands that refusing or withdrawing his or her consent may affect Participant’s ability toparticipate in the Plan. For more information on the consequences of Participant’s refusal to consent or withdrawal of consent,Participant understands that he or she may contact his or her local human resources representative.10.Language. If Participant has received this Agreement or any other document related to the Plan translated into a language otherthan English and if the meaning of the translated version is different than the English version, the English version will control.11.Appendix. Notwithstanding any provisions in this Agreement, the RSU grant shall be subject to any special terms andconditions set forth in any appendix to this Agreement for Participant’s country. Moreover, if Participant relocates to one of thecountries included in the Appendix, the special terms and conditions for such country will apply to Participant, to the extent theCompany determines that the application of such terms and conditions is necessary or advisable for legal or administrative reasons. TheAppendix constitutes part of this Agreement.12.Imposition of Other Requirements. The Company reserves the right to impose other requirements on Participant’sparticipation in the Plan, on the RSU and on any Shares acquired under the Plan, to the extent the Company determines it is necessaryor advisable for legal or administrative reasons, and to require Participant to sign any additional agreements or undertakings that may benecessary to accomplish the foregoing.13.Acknowledgement. The Company and Participant agree that the RSUs are granted under and governed by the Notice, thisAgreement (including the Appendix) and the provisions of the Plan. Participant: (i) acknowledges receipt of a copy of the Plan and thePlan prospectus, (ii) represents that Participant has carefully read and is familiar with their provisions, and (iii) hereby accepts the RSUssubject to all of the terms and conditions set forth herein and those set forth in the Plan and the Notice.14.Entire Agreement; Enforcement of Rights. This Agreement (including the Appendix), the Plan and the Notice constitute theentire agreement and understanding of the parties relating to the subject matter herein and supersede all prior discussions between them.Any prior agreements, commitments or negotiations concerning the purchase of the Shares hereunder are superseded. The failure byeither party to enforce any rights under this Agreement shall not be construed as a waiver of any rights of such party.15.Conditions to Issuance; Compliance with Laws and Regulations. The issuance of Shares and any restriction on the sale ofShares will be subject to and conditioned upon compliance by the Company and Participant with all applicable state, federal and foreignlaws and regulations, with all applicable requirements of any stock exchange or automated quotation system on which the Company’sShares may be listed or quoted at the time of such issuance or transfer and with any exchange control restrictions. Further,Notwithstanding any other provision of this Agreement, the Company shall not be required to issue Shares following the lapse of anysuch reasonable period of time following the vest date as the Company may from time to time establish for reasons of administrativeconvenience in accordance with Section 409A of the Code.16.Governing Law; Severability. If one or more provisions of this Agreement are held to be unenforceable, the parties agree torenegotiate such provision in good faith. In the event that the parties cannot reach a mutually agreeable and enforceable replacement forsuch provision, then (i) such provision shall be excluded from this Agreement, (ii) the balance of this Agreement shall be interpreted asif such provision were so excluded and (iii) the balance of this Agreement shall be enforceable in accordance with its terms. ThisAgreement and all acts and transactions pursuant hereto and the rights and obligations of the parties hereto shall be governed, construedand interpreted in accordance with the laws of the State of Delaware, without giving effect to principles of conflicts oflaw. For purposes of litigating any dispute that arises directly or indirectly from the relationship of the parties evidenced by this grant,the parties hereby submit to and consent to the exclusive jurisdiction of the State of California and agree that such litigation shall beconducted only in the courts of San Jose, California, or the federal courts for the United States for the Northern District of California,and no other courts, where this grant is made and/or to be performed.17.No Rights as Employee, Director or Consultant. Nothing in this Agreement shall affect in any manner whatsoever the rightor power of the Company, or a Parent or Subsidiary, to terminate Participant’s service, for any reason, with or without Cause.By Participant’s acceptance (whether in writing, electronically or otherwise) of the Notice, Participant and the Company agreethat this RSU is granted under and governed by the terms and conditions of the Plan, the Notice and this Agreement (including theAppendix). Participant has reviewed the Plan, the Notice and this Agreement in their entirety, has had an opportunity to obtain theadvice of counsel prior to executing this Agreement, and fully understands all provisions of the Plan, the Notice and this Agreement.Participant hereby agrees to accept as binding, conclusive and final all decisions or interpretations of the Committee upon any questionsrelating to the Plan, the Notice and this Agreement. Participant further agrees to notify the Company upon any change in Participant’sresidence address. By acceptance of this RSU, Participant agrees to participate in the Plan through an on-line or electronic systemestablished and maintained by the Company or a third party designated by the Company and consents to the electronic delivery of theNotice, the Appendix, this Agreement, the Plan, account statements, Plan prospectuses required by the U.S. Securities and ExchangeCommission, U.S. financial reports of the Company, and all other documents that the Company is required to deliver to its securityholders (including, without limitation, annual reports and proxy statements) or other communications or information related to the RSU.Electronic delivery may include the delivery of a link to a Company intranet or the internet site of a third party involved inadministering the Plan, the delivery of the document via e-mail or such other delivery determined at the Company’s discretion.18.Insider Trading Restrictions/Market Abuse Laws. Depending on Participant’s country of residence, Participant may besubject to insider trading restrictions and/or market abuse laws, which may affect his or her ability to acquire or sell Shares or rights toShares (e.g., RSUs) under the Plan during such times as Participant is considered to have “inside information” regarding the Company(as defined by the laws in Participant’s country). Any restrictions under these laws or regulations are separate from and in addition toany restrictions that may be imposed under any applicable Company insider trading policy. Participant is responsible for complyingwith any applicable restrictions and is advised to speak with a personal legal advisor on this matter.APPENDIXSERVICENOW, INC.2012 EQUITY INCENTIVE PLANGLOBAL RESTRICTED STOCK UNIT AWARD AGREEMENTTerms and ConditionsThis Appendix includes additional terms and conditions that govern the Restricted Stock Units granted to Participant under the Plan ifParticipant resides in one of the countries listed below. Certain capitalized terms used but not defined in this Appendix have themeanings set forth in the Plan and/or the Agreement.NotificationsThis Appendix also includes information regarding exchange controls and certain other issues of which Participant should be awarewith respect to Participant’s participation in the Plan. The information is based on the securities, exchange control and other laws ineffect in the respective countries as of April 2014. Such laws are often complex and change frequently. As a result, the Companystrongly recommends that Participant not rely on the information in this Appendix as the only source of information relating to theconsequences of Participant’s participation in the Plan because the information may be out of date at the time that Participant receivesShares or sells Shares acquired under the Plan.In addition, the information contained herein is general in nature and may not apply to Participant’s particular situation and theCompany is not in a position to assure Participant of any particular result. Accordingly, Participant is advised to seek appropriateprofessional advice as to how the relevant laws in Participant’s country may apply to Participant’s situation.Finally, if Participant is a citizen or resident of a country other than the one in which Participant is currently working, is considered aresident of another country for local law purposes or transfers employment and/or residency between countries after the Date of Grant,the information contained herein may not be applicable in the same manner to Participant. In addition, the Company shall, in its solediscretion, determine to what extent the additional terms and conditions included herein will apply to Participant under thesecircumstances.AUSTRALIANotificationsSecurities Law Information. If Participant acquires Shares under the Plan upon the vesting of the RSUs and subsequently offers theShares for sale to a person or entity resident in Australia, such an offer may be subject to disclosure requirements under Australian law,and Participant should obtain legal advice regarding any applicable disclosure requirements prior to making any such offer.Australian Addendum. The RSUs are granted pursuant to the Australian Addendum. Participation in the Plan and the RSUs grantedunder the Plan are subject to the terms and conditions stated in the Australian Addendum, in addition to the Plan, the Agreement andthis Appendix. The Plan is intended to comply with the provisions of the Australian Corporations Act 2001, ASIC Regulatory Guide 49and ASIC Instrument 13-0821, signed on 27 June 2013 and gazetted on 2 July 2013.AUSTRIANotificationsConsumer Protection Information. Participant may be entitled to revoke acceptance of the award of RSUs on the basis of the AustrianConsumer Protection Act (the “Act”) under the conditions listed below, if the Act is considered to be applicable to the Agreement andthe Plan:(i) If Participant accepts the award of RSUs outside the business premises of the Company, Participant may be entitled to revoke his orher acceptance of the RSUs, provided the revocation is made within one (1) week after such acceptance of the RSUs.(ii) The revocation must be in written form to be valid. It is sufficient if Participant returns the Agreement to the Company or theCompany’s representative with language which can be understood as a refusal to conclude or honor the Agreement, provided therevocation is sent within the period discussed above.Foreign Asset/Account Reporting Information. If Participant holds Shares acquired under the Plan outside Austria, Participant mustsubmit a report to the Austrian National Bank. An exemption applies if the value of the Shares as of any given quarter does not exceed€30,000,000 or if the value of the Shares in any given year as of December 31 does not exceed €5,000,000. If the former threshold isexceeded, quarterly obligations are imposed, whereas if the latter threshold is exceeded, annual reports must be given. The annualreporting date is December 31 and the deadline for filing the annual report is March 31 of the following year.A separate reporting requirement applies when Participant sells Shares acquired under the Plan or receives a dividend. In that case, theremay be exchange control obligations if the cash proceeds are held outside Austria. If the transaction volume of all accounts abroadexceeds €3,000,000, the movements and balances of all accounts must be reported monthly, as of the last day of the month, on orbefore the 15th day of the following month, on the prescribed form (Meldungen SI-Forderungen und/oder SI-Verpflichtungen).BELGIUMNotificationsForeign Asset/Account Reporting Information. Participant is required to report any bank accounts opened and maintained outsideBelgium on his or her annual tax return.BRAZILTerms and ConditionsCompliance with Law. By accepting the RSUs, Participant acknowledges that Participant agrees to comply with applicable Brazilianlaws and to pay any and all applicable taxes associated with participation in the Plan, including the vesting of the RSUs and the sale ofShares acquired under the Plan.NotificationsForeign Asset/Account Reporting Information. If Participant is resident or domiciled in Brazil, Participant will be required to submitan annual declaration of assets and rights held outside Brazil to the Central Bank of Brazil if the aggregate value of such assets andrights equals or exceeds US$100,000. Assets and rights that must be reported include any Shares acquired under the Plan. Assets andrights that must be reported also include the following: (i) bank deposits; (ii) loans; (iii) financing transactions; (iv) leases; (v) directinvestments; (vi) portfolio investments, including Shares acquired under the Plan; (vii) financial derivatives investments; and (viii) otherinvestments, including real estate and other assets. Foreign individuals holding Brazilian visas are considered Brazilian residents forpurposesof this reporting requirement and must declare at least the assets held abroad that were acquired subsequent to the date of admittance asa resident of Brazil.CANADATerms and ConditionsVesting/Termination. Participant’s right to vest in the RSUs shall terminate effective as of the earlier of (a) the Termination Date or(b) the date upon which Participant receives a notice of Termination.The following terms and conditions will apply if Participant is a resident of Quebec:Language Consent. The parties acknowledge that it is their express wish that the Agreement, as well as all documents, notices and legalproceedings entered into, given or instituted pursuant hereto or relating directly or indirectly hereto, be drawn up in English.Les parties reconnaissent avoir exigé la rédaction en anglais de cette convention, ainsi que de tous documents, avis et procéduresjudiciaires, exécutés, donnés ou intentés en vertu de, ou liés directement ou indirectement à, la présente convention.Data Privacy. The following provision supplements section 9 of the Agreement:Participant hereby authorizes the Company and the Company’s representatives to discuss with and obtain all relevant information fromall personnel, professional or not, involved in the administration and operation of the Plan. Participant further authorizes the Company,any Parent or Subsidiary and any stock plan service provider that may be selected by the Company to assist with the Plan to discloseand discuss the Plan with their respective advisors. Participant further authorizes the Company and any Parent or Subsidiary to recordsuch information and to keep such information in Participant’s employee file.NotificationsSecurities Law Information. Participant is permitted to sell Shares acquired through the Plan through the designated broker appointedunder the Plan, if any, provided the resale of Shares acquired under the Plan takes place outside Canada through the facilities of a stockexchange on which the Shares are listed on the New York Stock Exchange.Foreign Asset/Account Reporting Information. Participant may be required to report any foreign property on form T1135 (ForeignIncome Verification Statement) if the total cost of Participant’s foreign property exceeds C$100,000 at any time in the year. Foreignproperty includes Shares acquired under the Plan and may include RSUs that remain unvested. The form T1135 must be filed by April30 of the following year. Participant is advised to consult with a personal advisor to ensure that Participant complies with the applicablerequirements.DENMARKTerms and ConditionsDanish Stock Option Act. In accepting the RSUs, Participant acknowledges that he or she has received an Employer Statementtranslated into Danish, which is being provided to comply with the Danish Stock Option Act. To the extent more favorable toParticipant and required to comply with the Stock Option Act, the terms set forth in the Employer Statement will apply to Participant’sparticipation in the Plan.Exclusion from Termination Indemnities and Other Benefits. This provision supplements section 7 in the Agreement:In accepting the RSU, Participant acknowledges that he or she understands and agrees that this grant relates to future services to beperformed and is not a bonus or compensation for past services.NotificationsExchange Control and Tax Reporting Information. Participant may hold Shares acquired under the Plan in a safety-deposit account(e.g., a brokerage account) with either a Danish bank or with an approved foreign broker or bank. If the Shares are held with a non-Danish broker or bank, Participant is required to inform the Danish Tax Administration about the safety-deposit account. For thispurpose, Participant must file a Declaration V (Erklaering V) with the Danish Tax Administration. Both Participant and the bank/brokermust sign the Declaration V. By signing the Declaration V, the bank/broker undertakes an obligation, without further request each yearnot later than on February 1 of the year following the calendar year to which the information relates, to forward certain information tothe Danish Tax Administration concerning the content of the safety-deposit account. In the event that the applicable broker or bankwith which the safety-deposit account is held does not wish to, or, pursuant to the laws of the country in question, is not allowed toassume such obligation to report, Participant acknowledges that he or she is solely responsible for providing certain details regardingthe foreign brokerage or bank account and any Shares acquired at exercise and held in such account to the Danish Tax Administrationas part of Participant’s annual income tax return. By signing the Form V, Participant at the same time authorizes the Danish TaxAdministration to examine the account. A sample of the Declaration V can be found at the following website: www.skat.dk/getFile.aspx?Id=47392.In addition, when Participant opens a deposit account or a brokerage account for the purpose of holding cash outside Denmark, thebank or brokerage account, as applicable, will be treated as a deposit account because cash can be held in the account. Therefore,Participant must also file a Declaration K (Erklaering K) with the Danish Tax Administration. Both Participant and the bank/brokermust sign the Declaration K. By signing the Declaration K, the bank/broker undertakes an obligation, without further request eachyear, not later than on February 1 of the year following the calendar year to which the information relates, to forward certaininformation to the Danish Tax Administration concerning the content of the deposit account. In the event that the applicable financialinstitution (broker or bank) with which the account is held does not wish to, or, pursuant to the laws of the country in question, is notallowed to assume such obligation to report, Participant acknowledges that he or she is solely responsible for providing certain detailsregarding the foreign brokerage or bank account to the Danish Tax Administration as part of Participants annual income tax return. Bysigning the Declaration K, Participant at the same time authorizes the Danish Tax Administration to examine the account. A sample ofDeclaration K can be found at the following website: www.skat.dk/getFile.aspx?Id=42409&newwindow=true.FINLANDThere are no country-specific provisions.FRANCETerms and ConditionsConsent to Receive Information in English. By accepting the RSUs, Participant confirms having read and understood the documentsrelating to this grant (the Plan, the Agreement, the Notice and this Appendix) which were provided in English language. Participantaccepts the terms of those documents accordingly.Consentement pour recevoir les informations en langue anglaise. En acceptant l’attribution, le Participant confirme avoir lu etcompris les documents relatifs à cette attribution (le Plan, le Contrat, l’Avis et cette Annexe) qui ont été communiqués en langueanglaise. Le Participant accepte les termes de ces documents en connaissance de cause.NotificationsForeign Asset/Account Reporting Information. Participant may hold Shares acquired under the Plan outside France provided thatParticipant declares all foreign accounts (including any accounts that were opened or closed during the tax year) on his or her annualincome tax return.GERMANYNotificationsExchange Control Notification. Cross-border payments in excess of €12,500 in connection with the sale of securities must be reportedmonthly to the Servicezentrum Außenwirtschaftsstatistik, which is the competent federal office of the Deutsche Bundesbank (theGerman Central Bank) for such notifications in Germany. Participant is responsible for obtaining the appropriate form from the bankand complying with the applicable reporting obligations.HONG KONGNotificationsSecurities Law Information. To facilitate compliance with securities laws in Hong Kong, the Participant agrees not to sell the Sharesissued in settlement of the RSUs within six (6) months of the Date of Grant.Securities Warning: The RSUs and any Shares issued pursuant to the RSUs do not constitute a public offering of securities underHong Kong law and are available only to employees of the Company, the Employer and any Parent or Subsidiary. The Agreement,including this Appendix, the Plan, the Notice and other incidental communication materials have not been prepared in accordance withand are not intended to constitute a “prospectus” for a public offering of securities under the applicable securities legislation in HongKong, nor have the documents been reviewed by any regulatory authority in Hong Kong. The RSUs and any related documentation areintended only for Participant’s personal use and may not be distributed to any other person. If Participant is in any doubt about any ofthe contents of the Agreement, including this Appendix, the Plan or the Notice, Participant is advised to obtain independentprofessional advice.INDIANotificationsExchange Control Notification. Due to exchange control restrictions in India, Participant understands that he or she is required torepatriate any proceeds from the sale of Shares acquired under the Plan or the receipt of any dividends to India within 90 days ofreceipt. Participant must obtain a foreign inward remittance certificate (“FIRC”) from the bank where Participant deposits the funds andmust maintain the FIRC as evidence of the repatriation of funds in the event the Reserve Bank of India or the Employer requests proofof repatriation.Foreign Asset/Account Reporting Information. Participant understands that he or she is required to declare (a) any foreign assets heldby Participant or (b) any foreign bank accounts for which Participant has signing authority in his or her annual tax return.ISRAELTerms and ConditionsThe following provisions apply to Participants who are in Israel on the Date of Grant.Trustee Arrangement. Participant hereby agrees that the RSUs, as shall be granted to him or her by the Company under the IsraeliSubplan to the Plan, shall be allocated under the provisions of the track referred to as the “Capital Gains Track,” according to Section102(b)(2) and 102(b)(3) of the Israeli Income Tax Ordinance and shall be held by the trustee (the “Trustee”) for the periods stated inSection 102 (the “Holding Period”).Participant hereby declares that:1.Participant understands the provisions of Section 102 and the applicable tax track of this grant of RSUs.5.2.Subject to the provisions of Section 102, Participant hereby confirms that Participant shall not sell and/or transfer theRSUs, or any Shares or additional rights associated with the RSUs, before the end of the Holding Period. In the eventthat Participant elects to sell or release the Shares or additional rights, as the case may be, prior to the expiration of theHolding Period, the sanctions under Section 102 shall apply to and shall be borne solely by Participant.6.3.Participant understands that this grant of RSUs is conditioned upon the receipt of all required approvals from Israeli taxauthorities.7.4.Participant agrees to be bound by the provisions of the trust agreement with the Trustee.8.5.Participant hereby confirms that he or she has: (i) read and understands this Agreement; (ii) received all the clarificationsand explanations that he or she has requested; and (iii) had the opportunity to consult with his or her advisers beforeaccepting this Agreement.9.The following provisions apply to Participants who transfer into Israel after the Date of Grant.Settlement. The following provision replaces section 1 of the Agreement.Settlement of RSUs shall be made within 30 days following the applicable date of vesting under the vesting schedule set forth in theNotice. Participant will be subject to an immediate forced sale restriction, pursuant to which all Shares acquired at vesting will beimmediately sold and Participant will receive the sale proceeds less Tax-Related Items and applicable broker fees and commissions.Participant will not be entitled to hold any Shares acquired at vesting.10.Written Acceptance. If Participant has not already executed a Section 102 Capital Gains Award ConfirmationLetter (“Confirmation Letter”) in connection with grants made under the Israeli Subplan to the Plan, Participant must print, signand deliver the signed copy of the attached Confirmation Letter within 45 days to the Trustee at the following address and theattention of: Erika Ickowicz Aloni, Account Manager, ESOP Trust Company, Aviv Tower, 7 Jabotinsky St. Ramat Gan, 52520Israel. If the Trustee does not receive the signed Confirmation Letter within 45 days, the RSUs shall not qualify for preferentialtax treatment.ITALYTerms and ConditionsData Privacy Notice. This provision replaces in its entirety the Data Privacy provision in section 9 of the Agreement:Participant understands that the Company, the Employer and any Parent or Subsidiary may hold certain personal information aboutParticipant, including, but not limited to, Participant’s name, home address and telephone number, date of birth, social insurance (tothe extent permitted under Italian law) or other identification number, salary, nationality, job title, any Shares or directorships held inthe Company or any Parent or Subsidiary, details of all RSUs or other entitlement to Shares granted, awarded, canceled, exercised,vested, unvested or outstanding in Participant’s favor, and that the Company and the Employer will process said data and other datalawfully received from third parties (“Data”) for the exclusive purpose of implementing, managing and administering Participant’sparticipation in the Plan and complying with applicable laws, including community legislation.Participant also understands that providing the Company with Data is necessary to effectuate Participant’s participation in the Planand that Participant’s refusal to do so would make it impossible for the Company to perform its contractual obligations and mayaffect Participant’s ability to participate in the Plan. The controllers of Data processing are ServiceNow, Inc. with registered offices at3260 Jay Street, Santa Clara, CA 95054 and ServiceNow Italy S.R.L., which is also the Company’s representative in Italy for privacypurposes pursuant to Legislative Decree no. 192/2003.Participant understands that Data will not be publicized, but it may be accessible by the Employer as the privacy representative of theCompany and within the Employer’s organization by its internal and external personnel in charge of processing such Data and thedata processor (“Processor”). An updated list of Processors and other transferees of Data is available upon request from theEmployer.Furthermore, Data may be transferred to banks, other financial institutions, or brokers involved in the management andadministration of the Plan. Participant understands that Data may also be transferred to the Company’s stock plan service provider,Fidelity Brokerage Services LLC, or such other administrator that may be engaged by the Company in the future. Participant furtherunderstands that the Company and/or any Parent or Subsidiary will transfer Data among themselves as necessary for the purpose ofthe implementation, administration and management of Participant’s participation in the Plan. The Data recipients may receive,possess, use, retain, and transfer Data in electronic or other form, for the purpose of implementing, administering, and managingParticipant’s participation in the Plan. Participant understands that these recipients may be acting as Controllers, Processors orpersons in charge of processing, as the case may be, according to applicable privacy laws, and that they may be located in or outsidethe European Economic Area, such as in the United States or elsewhere, in countries that do not provide an adequate level of dataprotection as intended under Italian privacy law. Should the Company exercise its discretion in suspending or terminating the Plan, itwill delete Data as soon as it has accomplished all the necessary legal obligations connected with the management and administrationof the Plan.Participant understands that Data processing for the purposes specified in the Agreement shall take place under automated or non-automated conditions, anonymously when possible, and with confidentiality and security provisions, as set forth by Applicable Laws,with specific reference to Legislative Decree no. 196/2003.The processing activity, including the transfer of Data abroad, including outside the European Economic Area, as specified in theAgreement does not require Participant’s consent thereto as the processing is necessary for the performance of legal and contractualobligations related to implementation, administration and management of the Plan. Participant understands that, pursuant to section 7of the Legislative Decree no. 196/2003, Participant has the right at any moment to, without limitation, obtain information on Dataheld, access and verify its contents, origin and accuracy, delete, update, integrate, correct, block or stop, for legitimate reason, theData processing by contacting your local human resources representative. Finally, Participant is aware that Data will not be used fordirect marketing purposes.Plan Document Acknowledgement. Participant acknowledges that by accepting the RSUs, Participant has been given access to the Plandocument, has reviewed the Plan and the Agreement in their entirety and fully understands and accepts all provisions of the Plan andthe Agreement. Further, Participant specifically and expressly approves the following clauses of the Agreement: (i) section 1 -Settlement; (ii) section 6 - Withholding Taxes; (iii) section 7 - Nature of Grant; (iv) section 14 - Entire Agreement; Enforcement ofRights; (v) section 16 - Governing Law; Severability and the Data Privacy Notice set forth above in this Appendix.NotificationsForeign Asset/Account Reporting Information. Italian residents who, at any time during the fiscal year, hold foreign financial assets(including cash and Shares) which may generate income taxable in Italy are required to report these assets on their annual tax returns(UNICO Form, RW Schedule) for the year during which the assets are held, or on a special form if no tax return is due. These reportingobligations will also apply to Italian residents who are the beneficial owners of foreign financial assets under Italian money launderingprovisions.Tax on Foreign Financial Assets. The value of any Shares (and certain other foreign assets) Participant holds outside Italy will besubject to a foreign financial assets tax, to the extent the aggregate value of the covered foreign assets exceeds €12,000. The taxableamount is equal to the fair market value of the Shares on December 31 or on the last day the Shares were held (in such case, or whenthe Shares are acquired during the course of the year, the tax is levied in proportion to the number of days the Shares were held over thecalendar year) at a rate of 0.2%. If Participant is subject to this foreign financial assets tax, Participant will need to report the value ofParticipant’s financial assets held abroad in Form RM of Participant’s annual tax return. Participant should contact Participant’s personaltax advisor for additional information about the foreign financial assets tax.JAPANNotificationsForeign Asset/Account Reporting Information. Participant is required to report details of any assets held outside Japan as ofDecember 31 (including Shares acquired under the Plan), to the extent such assets have a total net fair market value exceeding ¥50million. Such report will be due by March 15 each year. Participant should consult with Participant’s personal tax advisor to determineif the reporting obligation applies to Participant’s personal situation.MEXICOTerms and ConditionsNo Entitlement or Claims for Compensation. These provisions supplement section 7 of the Agreement:Modification. By accepting the RSUs, Participant understands and agrees that any modification of the Plan or the Agreement or itstermination shall not constitute a change or impairment of the terms and conditions of employment.Policy Statement. The grant of RSUs the Company is making under the Plan is unilateral and discretionary and, therefore, theCompany reserves the absolute right to amend it and discontinue it at any time without any liability.The Company, with registered offices at 4810 Eastgate Mall, San Diego, CA 92121, U.S.A., is solely responsible for the administrationof the Plan and participation in the Plan and the acquisition of Shares does not, in any way, establish an employment relationshipbetween Participant and the Company since Participant is participating in the Plan on a wholly commercial basis, nor does it establishany rights between Participant and the Employer.Plan Document Acknowledgment. By accepting the RSUs, Participant acknowledges that Participant has received a copy of the Plan,has reviewed the Plan and the Agreement in their entirety and fully understands and accepts all provisions of the Plan and theAgreement.In addition, by accepting the Agreement, Participant further acknowledges that Participant has read and specifically and expresslyapproved the terms and conditions in paragraph 7 of the Agreement, in which the following is clearly described and established: (i)participation in the Plan does not constitute an acquired right; (ii) the Plan and participation in the Plan is offered by the Company on awholly discretionary basis; (iii) participation in the Plan is voluntary; and (iv) the Company and any Parent or Subsidiary are notresponsible for any decrease in the value of the Shares underlying the RSUs.Finally, Participant hereby declares that Participant does not reserve any action or right to bring any claim against the Company for anycompensation or damages as a result of Participant’s participation in the Plan and therefore grants a full and broad release to theEmployer, the Company and any Parent or Subsidiary with respect to any claim that may arise under the Plan.Spanish TranslationSin derecho a compensación o reclamaciones por compensación. Estas disposiciones complementan el sección 7 al Contrato:Modificación. Al aceptar las Unidades de Acciones Restringidas, el Empleado entiende y acuerda que cualquier modificación al Plano al Contrato o su terminación no constituirá un cambio o perjuicio a los términos y condiciones de empleo.Declaración de Política. El otorgamiento de Unidades de Acciones Restringidas que la Compañía está haciendo de conformidad con elPlan es unilateral y discrecional y, por lo tanto, la Compañía se reserva el derecho absoluto de modificar y discontinuar el mismo encualquier momento, sin responsabilidad alguna.La Compañía, con oficinas registradas ubicadas en 4810 Eastgate Mall, San Diego, CA 92121, EE.UU. es únicamente responsable dela administración del Plan y la participación en el Plan y la adquisición de Acciones no establece, de forma alguna, establecer unarelación de trabajo entre el Empleado y la Compañía, ya que el Empleado está participa en el Plan de una base totalmente comercial,y tampoco establece ningún derecho entre el Empleado y el Patrón.Reconocimiento del Documento del Plan. Al aceptar el Otorgamiento de las Unidades de Acciones Restringidas, el Empleadoreconoce que el Empleado ha recibido copias del Plan, ha revisado el Plan y el Contrato en su totalidad y entiende y aceptacompletamente todas las disposiciones contenidas en el Plan y en el Contrato.Adicionalmente, mediante la firma del Contrato, el Empleado reconoce que el Empleado ha leído y específica y expresamente haaprobado los términos y condiciones del sección 7 del Contrato, en el que claramente se ha descrito y establecido que: (i) laparticipación en el Plan no constituye un derecho adquirido; (ii) el Plan y la participación en el Plan es ofrecida por la Compañía deforma enteramente discrecional; (iii) la participación en el Plan es voluntaria; y (iv) la Compañía y cualquier empresa Matriz,Subsidiaria o afiliada no son responsables por cualquier disminución en el valor de las Acciones subyacentes a las Unidades deAcciones Restringidas.Finalmente, el Empleado de acuerdo en que el Empleado no se reserva ninguna acción o derecho para interponer cualquier demandao reclamación en contra de la Compañía por compensación, daño o perjuicio alguno como resultado de su participación en el Plan y,por lo tanto, otorga finiquito al Patrón, la Compañía y cualquier empresa Matriz, Subsidiaria o afiliada con respecto a cualquierdemanda o reclamación que pudiera surgir en virtud del Plan.NETHERLANDSThere are no country-specific provisions.NEW ZEALANDThere are no country-specific provisions.NORWAYThere are no country-specific provisions.SINGAPORENotificationsSecurities Law Information. In reliance on section 273(1)(f) of the Securities and Futures Act (Chapter 289, 2006 Ed.) (“SFA”), thegrant of RSUs is exempt from the prospectus and registration requirements under the SFA. The Plan has not been lodged or registeredas a prospectus with the Monetary Authority of Singapore. Participant should note that the grant of RSUs is subject to section 257 of theSFA and Participant will not be able to make (i) any subsequent sale of Shares in Singapore or (ii) any offer of such subsequent sale ofShares subject to the RSUs in Singapore, unless such sale or offer in is made pursuant to the exemptions under Part XIII Division (1)Subdivision (4) (other than section 280) of the SFA.Director Notification Obligation. If Participant is a director, associate director or shadow director of the Company’s Singapore Parentor Subsidiary, Participant is subject to certain notification requirements under the Singapore Companies Act. Among these requirementsis an obligation to notify the Company’s Singapore Parent or Subsidiary in writing when Participant receives an interest (e.g., RSUs orShares) in the Company or any Parent or Subsidiary. In addition, Participant must notify the Company’s Singapore Parent or Subsidiarywhen Participant sells Shares or shares of any Parent or Subsidiary (including when Participant sell Shares issued upon vesting andsettlement of the RSUs). These notifications must be made within two business days of acquiring or disposing of any interest in theCompany or any Parent or Subsidiary. In addition, a notification of Participant’s interests in the Company or any Parent or Subsidiarymust be made within two business days of becoming a director.SOUTH AFRICATerms and ConditionsWithholding Taxes. The following provision supplements section 6 of the Agreement:By accepting the RSUs, Participant agrees that, immediately upon vesting and settlement of the RSUs, Participant will notify theEmployer of the amount of any gain realized. If Participant fails to advise the Employer of the gain realized upon vesting andsettlement, Participant may be liable for a fine. Participant will be solely responsible for paying any difference between the actual taxliability and the amount withheld by the Employer.NotificationsExchange Control Information. To participate in the Plan, Participant must comply with exchange control regulations and rulings inSouth Africa. Because the exchange control regulations are subject to change, Participant should consult Participant’s personal legaladvisor prior to vesting and settlement of the RSUs to ensure compliance with current regulations. Participant is responsible for ensuringcompliance with all exchange control laws in South Africa.SOUTH KOREANotificationsExchange Control Information. If Participant receives US$500,000 or more from the sale of Shares in a single transaction, SouthKorean exchange control laws require Participant to repatriate the proceeds to South Korea within 18 months of the sale.Foreign Asset/Account Reporting Information. If Participant is a Korean resident, Participant must declare all of his or her foreignfinancial accounts (i.e., non-Korean bank accounts, brokerage accounts, and so on) to the Koreantax authority and file a report with respect to such accounts if the value of such accounts exceeds KRW 1 billion (or an equivalentamount in foreign currency). Participant is advised to consult with his or her personal tax advisor to determine if the reportingobligation applies to his or her personal situation.SPAINTerms and ConditionsTermination and Nature of Grant. This provision supplements sections 5 and 7 of the Agreement:In accepting the RSUs, Participant consents to participate in the Plan and acknowledges that he or she has received a copy of the Plan.Participant understands and agrees that, as a condition of the grant of the RSUs, Termination for any reason (including the reasons listedbelow) will automatically result in the loss of the RSUs that may have been granted to Participant and that have not vested as ofParticipant’s Termination Date.In particular, Participant understands and agrees that any unvested RSUs as of the Termination Date will be forfeited without entitlementto the underlying Shares or to any amount of indemnification in the event of a Termination by reason of, but not limited to, resignation,retirement, disciplinary dismissal adjudged to be with cause, disciplinary dismissal adjudged or recognized to be without cause,individual or collective dismissal on objective grounds, whether adjudged or recognized to be with or without cause, materialmodification of the terms of employment under Article 41 of the Workers’ Statute, relocation under Article 40 of the Workers’ Statute,Article 50 of the Workers’ Statute, unilateral withdrawal by the Employer and under Article 10.3 of the Royal Decree 1382/1985.Participant acknowledges that he or she has read and specifically accept the conditions referred to in section 5 and 7 of the Agreement.Participant understands that the Company has unilaterally, gratuitously and discretionally decided to grant RSUs under the Plan toindividuals who may be employees or service providers of the Company or a Parent or Subsidiary throughout the world. The decision isa limited decision that is entered into upon the express assumption and condition that any grant will not economically or otherwise bindthe Company or any Parent or Subsidiary on an ongoing basis other than as set forth in this Agreement. Consequently, Participantunderstands that the RSUs are granted on the assumption and condition that the RSUs and any Shares issued upon vesting of the RSUsare not part of any employment or service contract (either with the Company or any Parent or Subsidiary) and shall not be considered amandatory benefit, salary for any purposes (including severance compensation) or any other right whatsoever. Further, Participantunderstands that the RSUs would not be granted to Participant but for the assumptions and conditions referred to herein; thus,Participant acknowledges and freely accepts that should any or all of the assumptions be mistaken or should any of the conditions notbe met for any reason, then the grant of the RSUs and any right to the RSUs shall be null and void.NotificationsSecurities Law Notification. The grant of RSUs and the Shares issued pursuant to the vesting of RSUs are considered a privateplacement outside the scope of Spanish laws on public offerings and issuances of securities. The Plan and the Agreement, including thisAppendix, have not been nor will they be registered with the Comisión Nacional del Mercado de Valores (Spanish Securities ExchangeCommission), and they do not constitute a public offering prospectus.Exchange Control Information. Participant must declare the acquisition, ownership and sale of Shares to the Spanish DirecciónGeneral de Comercio e Inversiones (the “DGCI”) of the Ministry of Economy and Competitiveness for statistical purposes. Generally,the declaration must be filed in January for Shares acquired or sold during (or held as of December 31 of) the prior year; however, if thevalue of the Shares purchased under the Plan or the amount of the sale proceeds exceeds €1,502,530, the declaration must be filedwithin one month of the purchase or sale, as applicable.Foreign Asset/Account Reporting Information. To the extent Participant holds assets (e.g., cash or Shares held in a bank orbrokerage account) outside Spain with a value in excess of €50,000 per type of asset (e.g., Shares, cash, and so on) as of December 31each year, Participant is required to report information on such rights and assets on his or her tax return for such year. After such rightsor assets are initially reported, the reporting obligation will only apply for subsequent years if the value of any previously-reportedrights or assets increases by more than €20,000. The reporting must be completed by March 31. Failure to comply with this reportingrequirement may result in penalties. Accordingly, Participant is advised to consult with his or her personal tax and legal advisors toensure that Participant is properly complying with his or her reporting obligations.Further, Participant is required to declare electronically to the Bank of Spain any securities accounts (including brokerage accounts heldabroad), as well as the securities held in such accounts if the value of the transactions for all such accounts during the relevant year orthe balances in such accounts as of December 31st of the relevant year exceeds €1,000,000.SWEDENThere are no country-specific provisions.SWITZERLANDNotificationsSecurities Law Information. The grant of RSUs is considered a private offering in Switzerland and is, therefore, not subject toregistration in Switzerland.TURKEYNotificationsSecurities Law Information. Under Turkish law, Participant is not permitted to sell any Shares acquired under the Plan in Turkey. TheShares are currently traded on the New York Stock Exchange, which is located outside Turkey, under the ticker symbol “NOW” andthe Shares may be sold through this exchange.Exchange Control Information. Pursuant to Decree No. 32 on the Protection of the Value of the Turkish Currency (“Decree 32”) andCommunique No. 2008-32/34 on Decree No. 32, any activity related to investments in foreign securities (e.g., the sale of Shares underthe Plan) must be conducted through a bank or financial intermediary institution licensed by the Turkish Capital Markets Board andshould be reported to the Turkish Capital Markets Board. Participant is advised to contact a personal legal advisor for furtherinformation regarding these requirements.UNITED KINGDOMTerms and ConditionsThe following terms and conditions apply only if Participant is an Employee. No grants under this Agreement shall be made toConsultants or Directors resident in the United Kingdom.Responsibility for Taxes. The following provisions supplement section 6 of the Agreement:Participant agrees that, if Participant does not pay or the Employer or the Company does not withhold from Participant the full amountof income tax that Participant owes at vesting, or the release or assignment of the RSUs for consideration, or the receipt of any otherbenefit in connection with the RSUs (the “Due Date”) within 90 days after the Due Date, or such other period specified in Section222(1)(c) of the U.K. Income Tax (Earnings and Pensions) Act 2003, then the amount that should have been withheld shall constitute aloan owed by Participant to the Employer, effective 90 days after the Due Date. Participant agrees that the loan will bear interest at theHer Majesty’s Revenue and Customs (“HMRC”) official rate and will be immediately due and repayable by Participant, and theCompany and/or the Employer may recover it at any time thereafter by withholding the funds from salary, bonus or any other fundsdue to Participant by the Company or Employer, by withholding in Shares issued at settlement or from the cash proceeds from the saleof Shares or by demanding cash or a cheque from Participant. Participant also authorizes the Company to delay the issuance of anyShares unless and until the loan is repaid in full.Notwithstanding the foregoing, if Participant is an executive officer or director (as within the meaning of Section 13(k) of the ExchangeAct), the terms of the immediately foregoing provision will not apply. In the event that Participant is an executive officer or director andincome tax is not collected from or paid by Participant within 90 days of the Due Date, the amount of any uncollected income tax mayconstitute a benefit to Participant on which additional income tax and National Insurance Contributions (“NICs”) (including EmployerNICs, as defined below) may be payable. Participant acknowledges that the Company or the Employer may recover any such additionalincome tax and NICs (including Employer NICs, as defined below) at any time thereafter by any of the means referred to in section 6 ofthe Agreement, although Participant acknowledges that he or she ultimately will be responsible for reporting and paying any income taxdue on this additional benefit directly to HMRC under the self-assessment regime and for reimbursing the Employer for the value of anyNICs (including Employer NICs, as defined below) due on this additional benefit.National Insurance Contributions Acknowledgment. As a condition of participation in the Plan and the vesting of the RSUs,Participant agrees to accept any liability for secondary Class 1 NICs which may be payable by the Company and/or the Employer inconnection with the RSUs and any event giving rise to Tax-Related Items (the “Employer NICs”). Without limitation to the foregoing,Participant agrees to execute a joint election with the Company, the form of such joint election being formally approved by HMRC (the“Joint Election”), and any other required consent or election. Participant further agrees to execute such other joint elections as may berequired between Participant and any successor to the Company and/or the Employer. Participant further agrees that the Companyand/or the Employer may collect the Employer NICs from Participant by any of the means set forth in section 6 of the Agreement.If Participant does not enter into a Joint Election prior to the vesting of the RSUs or if approval of the Joint Election has been withdrawnby HMRC, the RSUs shall become null and void without any liability to the Company and/or the Employer.SERVICENOW, INC.2012 EQUITY INCENTIVE PLANDENMARKARBEJDSGIVERERKLÆRINGI henhold til § 3, stk. 1, i lov om brug af køberet ellertegningsret mv. i ansættelsesforhold (“Aktieoptionsloven”) erdu berettiget til i en særskilt skriftlig erklæring at modtagefølgende oplysninger vedrørende ServiceNow, Inc.(“Selskabets”) 2012 Equity Incentive Plan med senereændringer (“Ordningen”).Denne erklæring indeholder kun de oplysninger, der er nævnt iAktieoptionsloven, mens de øvrige kriterier og betingelser fordin tildeling af betingede aktier er beskrevet nærmere iOrdningen, Tildelingsaftalen samt eventuelt andet materialevedrørende tildeling, som du har fået adgang til. Begreber, derstår med stort begyndelsesbogstav i denneArbejdsgivererklæring, men som ikke er defineret heri, harsamme betydning som de begreber, der er defineret iOrdningen eller Tildelingsaftalen.1.Tidspunkt for tildeling af den vederlagsfri ret til atmodtage aktier mod opfyldelse af visse betingelserTidspunktet for tildelingen af dine betingede aktier erden dato, hvor Selskabets Bestyrelses vederlagsudvalg(“Udvalget”) godkendte din tildeling og besluttede, attildelingen skulle træde i kraft.2.Kriterier eller betingelser for tildeling af retten tilsenere at få tildelt aktierKun de i Ordningens pkt. 3 anførte personer kan deltagei Ordningen. De af Ordningen omfattede betingede aktiertildeles udelukkende efter Udvalgets skøn og hensigtener at realisere de i Ordningens pkt. 1 anførte formål,herunder bl.a. at tilskynde de berettigede modtagere afaktierne til at eje ordinære aktier i Selskabet og motiveredeltagerne i Ordningen til fortsat at arbejde for ogbidrage til Selskabets fremgang. Selskabet kan frit vælgefremover ikke at tildele dig betingede aktier. Du harhverken ret til eller krav på i fremtiden at få tildeltbetingede aktier.3.Modningstidspunkt eller -periodeDine betingede aktier modnes over en periode(“modningsperioden”), forudsat at du fortsat er ansat ieller arbejder for Selskabet eller en TilknyttetVirksomhed og alle betingelser vedrørende performanceeller andre betingelser for modning anført itildelingsmaterialet er opfyldt, medmindre de betingedeaktier modnes eller bortfalder på et tidligere tidspunkt afde i Ordningen anførte årsager og med forbehold for pkt.5 i denne erklæring.4.UdnyttelseskursDer skal ikke betales nogen udnyttelseskurs, når dinebetingede aktier modnes, eller når der udstedes ordinæreaktier i Selskabet til dig.EMPLOYER STATEMENTPursuant to Section 3(1) of the Act on Stock Options inemployment relations (the “Stock Option Act”), you areentitled to receive the following information regarding theServiceNow, Inc. (the “Company”) 2012 Equity Incentive Plan(the “Plan”) in a separate written statement.This statement generally contains only the informationmentioned in the Stock Option Act, while the other terms andconditions of your grant of Restricted Stock Units aredescribed in detail in the Plan, the Agreement and any othergrant materials provided by the Company, which have beenmade available to you. Capitalized terms used by not definedherein shall have the same meaning ascribed to them in thePlan or the Agreement.1.Date of grant of unfunded right to receive stock uponsatisfying certain conditionsThe grant date of your Restricted Stock Units is the datethat the Compensation Committee of the Board ofDirectors of the Company (the “Committee”) approved agrant for you and determined it would be effective.2.Terms or conditions for grant of a right to future awardof stockOnly persons identified in Section 3 of the Plan areeligible to participate in the Plan. The grant of RestrictedStock Units under the Plan is offered at the solediscretion of the Committee and is intended to achievethe purposes identified in Section 1 of the Plan,including (among other things) encouraging ownershipof the Company’s common stock by eligible granteesand heightening the desire of participants to continueworking toward and contributing to the success of theCompany. The Company may decide, in its solediscretion, not to make any grants of restricted stockunits to you in the future. You have no entitlement orclaim to receive future grants of restricted stock units.3.Vesting Date or PeriodYour Restricted Stock Units shall vest over a period oftime (“vesting period”), provided you remain employedby or in the service of the Company or an Affiliate andany performance or other vesting conditions set forth inthe grant materials are satisfied, unless the RestrictedStock Units are vested or terminated earlier for thereasons set forth in the Plan and subject to section 5 ofthis statement.4.Exercise PriceNo exercise price is payable upon the vesting of yourRestricted Stock Units and the issuance of shares of the5.Din retsstilling i forbindelse med fratrædenI henhold til Aktieoptionsloven vil dine betingede aktier itilfælde af din fratræden blive behandlet ioverensstemmelse med Aktieoptionslovens §§ 4 og 5,medmindre bestemmelserne i Ordningen ogTildelingsaftalen er mere fordelagtige for dig endAktieoptionslovens §§ 4 og 5. Såfremt bestemmelserne iOrdningen og Tildelingsaftalen er mere fordelagtige fordig, vil disse bestemmelser være gældende for, hvordandine betingede aktier behandles i forbindelse med dinfratræden.6.Økonomiske aspekter ved at deltage i OrdningenTildelingen af betingede aktier har ingen umiddelbareøkonomiske konsekvenser for dig. Værdien af debetingede aktier indgår ikke i beregningen af feriepenge,pensionsbidrag eller øvrige lovpligtigevederlagsafhængige ydelser.Aktier er finansielle instrumenter. Den fremtidige værdiaf Selskabets ordinære aktier kendes ikke og kan ikkeforudsiges med sikkerhed.SERVICENOW, INC.U.S.A.Company’s common stock to you.5.Your rights upon termination of employmentPursuant to the Stock Option Act, the treatment of yourRestricted Stock Units upon termination of employmentwill be determined under Sections 4 and 5 of the StockOption Act unless the terms contained in the Plan andthe Agreement are more favorable to you than Sections 4and 5 of the Stock Option Act. If the terms contained inthe Plan and the Agreement are more favorable to you,then such terms will govern the treatment of yourRestricted Stock Units upon termination of employment.6.Financial aspects of participating in the PlanThe grant of Restricted Stock Units has no immediatefinancial consequences for you. The value of theRestricted Stock Units is not taken into account whencalculating holiday allowances, pension contributions orother statutory consideration calculated on the basis ofsalary.Shares of stock are financial instruments. The futurevalue of the Company’s common stock is unknown andcannot be predicted with certainty.SERVICENOW, INC.U.S.A.SERVICENOW, INC.2012 EQUITY INCENTIVE PLANISRAELIf you have not already executed a Section 102 Capital Gains Award Confirmation Letter (“Confirmation Letter”) in connectionwith grants made under the Israeli Subplan to the 2012 Equity Incentive Plan (the “Plan”), you must print, sign and deliver thesigned copy of this Confirmation Letter within 45 days to the Trustee at the following address and the attention of: Erika IckowiczAloni, Account Manager, ESOP Trust Company, Aviv Tower, 7 Jabotinsky St. Ramat Gan, 52520 Israel. If the Trustee does notreceive the signed Confirmation Letter within 45 days, the stock options and/or restricted stock units will not qualify forpreferential tax treatment.Section 102 Capital Gains Award Confirmation LetterI hereby confirm and agree that the stock options and/or restricted stock units granted to me by ServiceNow, Inc. (the “Company”)under the Israeli Subplan to the Plan that have been designated by the board of directors (or a committee thereof) of the Company asawards subject to the “Capital Gains Track”, according to Section 102(b)(2) and 102(b)(3) and the Income Tax Rules issued thereunder(“Section 102”) of the Israel Income Tax Ordinance (the “Awards”), shall be subject to the terms and conditions of the “Capital GainsTrack” set forth in said Section 102 and shall be held by ESOP Management and Trust Services Ltd. as trustee (the “Trustee”) inaccordance with the requirements of Section 102 (the “Holding Period”).I hereby declare that:7.I understand and accept the provisions of Section 102 and the “Capital Gains Track” as they apply to Awards.8.Subject to the provisions of Section 102, I hereby confirm that I shall not sell and/or transfer the Awards, or any shares oradditional rights associated with the Awards, before the “end of the Holding Period” (as defined in Section 102). In the eventthat I shall elect to sell or release the shares or additional rights, as the case may be, prior to the “end of the Holding Period,”the provisions of Section 102 shall apply and the applicable tax consequences shall be borne solely by me.9.I understand that the grant of Awards is subject to the receipt of all required approvals from Israeli tax authorities andcompliance with the requirements of Section 102.10.I agree to be bound by the provisions of the Company’s trust agreement with the Trustee.11.I hereby confirm that I have: (i) read and understand this letter; (ii) received all the clarifications and explanations that I haverequested; and (iii) had the opportunity to consult with my advisers before signing this confirmation letter.12.I hereby confirm that, in addition to my confirmation and agreement hereunder, the acceptance or settlement of any suchAwards shall be deemed as irrevocable confirmation of my acknowledgements and undertakings herein with respect to suchspecific Award.Name of Employee: __________________ID : ________________________________Signature: __________________________SERVICENOW, INC.2012 EQUITY INCENTIVE PLANUNITED KINGDOMElection To Transfer the Employer’s National Insurance Liability to the EmployeeThis Election is between:A.The individual who has obtained authorised access to this Election (the “Employee”), who is employed by one of theemploying companies listed in the attached schedule (the “Employer”) and who is eligible to receive restricted stock units(“RSUs”) pursuant to the 2012 Equity Incentive Plan (the “Plan”), andB.ServiceNow, Inc., 102 S. Sierra Avenue, Solana Beach, CA 92075, U.S.A. (the “Company”), which may grant RSUs under thePlan and is entering into this Election on behalf of the Employer.11.Introduction12.12.1This Election relates to all RSUs granted to the Employee under the Plan on or after June 18, 2012, up to the termination dateof the Plan.12.2In this Election the following words and phrases have the following meanings:a.“Chargeable Event” means, in relation to the RSUs:i.the acquisition of securities pursuant to restricted stock units (within section 477(3)(a) of ITEPA);ii.the assignment (if applicable) or release of the restricted stock units in return for consideration (within section477(3)(b) of ITEPA);iii.the receipt of a benefit in connection with the restricted stock units, other than a benefit within (i) or (ii) above(within section 477(3)(c) of ITEPA);iv.post-acquisition charges relating to the shares acquired pursuant to the restricted stock units (within section 427 ofITEPA); and/orv.post-acquisition charges relating to the shares acquired pursuant to the restricted stock units (within section 439 ofITEPA).b.“ITEPA” means the Income Tax (Earnings and Pensions) Act 2003.c.“SSCBA” means the Social Security Contributions and Benefits Act 1992.12.3This Election relates to the employer’s secondary Class 1 National Insurance Contributions (the “Employer’s Liability”) whichmay arise on the occurrence of a Chargeable Event in respect of the RSUs pursuant to section 4(4)(a) and/or paragraph 3B(1A)of Schedule 1 of the SSCBA.12.4This Election does not apply in relation to any liability, or any part of any liability, arising as a result of regulations being givenretrospective effect by virtue of section 4B(2) of either the SSCBA, or the Social Security Contributions and Benefits (NorthernIreland) Act 1992.12.5This Election does not apply to the extent that it relates to relevant employment income which is employment income of theearner by virtue of Chapter 3A of Part VII of ITEPA (employment income: securities with artificially depressed market value).13.The Election14.The Employee and the Company jointly elect that the entire liability of the Employer to pay the Employer’s Liability onthe Chargeable Event is hereby transferred to the Employee. The Employee understands that, by signing or electronicallyaccepting this Election, he or she will become personally liable for the Employer’s Liability covered by this Election. ThisElection is made in accordance with paragraph 3B(1) of Schedule 1 of the SSCBA.15.Payment of the Employer’s Liability16.16.1The Employee hereby authorises the Company and/or the Employer to collect the Employer’s Liability from the Employee atany time after the Chargeable Event:i.by deduction from salary or any other payment payable to the Employee at any time on or after the date of theChargeable Event; and/orii.directly from the Employee by payment in cash or cleared funds; and/oriii.by arranging, on behalf of the Employee, for the sale of some of the securities which the Employee is entitled to receivein respect of the RSUs, the proceeds of which must be delivered to the Employer in sufficient time for payment to bemade to Her Majesty’s Revenue & Customs (“HMRC”) by the due date; and/oriv.where the proceeds of the gain are to be made through a third party, the Employee will authorize that party to withholdan amount from the payment or to sell some of the securities which the Employee is entitled to receive in respect of theRSUs, such amount to be paid in sufficient time to enable the Company to make payment to HMRC by the due date;and/orv.through any other method as set forth in the applicable RSU agreements entered into between the Employee and theCompany.16.2The Company hereby reserves for itself and the Employer the right to withhold the transfer of any securities to the Employee inrespect of the RSUs until full payment of the Employer’s Liability is received.16.3The Company agrees to remit the Employer’s Liability to HMRC on behalf of the Employee within 14 days after the end of theUK tax month during which the Chargeable Event occurs (or within 17 days if payments are made electronically).17.Duration of Election18.18.1The Employee and the Company agree to be bound by the terms of this Election regardless of whether the Employee istransferred abroad or is not employed by the Employer on the date on which the Employer’s Liability becomes due.18.2This Election will continue in effect until the earliest of the following:i.the Employee and the Company agree in writing that it should cease to have effect;ii.on the date the Company serves written notice on the Employee terminating its effect;iii.on the date HMRC withdraws approval of this Election; oriv.after due payment of the Employer’s Liability in respect of the entirety of the RSUs to which this Election relates orcould relate, such that the Election ceases to have effect in accordance with its terms.Acceptance by the EmployeeThe Employee acknowledges that by clicking on the “ACCEPT” box where indicated on the grant acceptance screen, theEmployee agrees to be bound by the terms of this Election as stated above.Acceptance by the CompanyThe Company acknowledges that, by signing this Election or arranging for the scanned signature of an authorised representativeto appear on this Election, the Company agrees to be bound by the terms of this Election.Signature for and onbehalf of the Company ____________________________Name Ethan Christensen Position Vice President, LegalDate ____________________________SCHEDULE OF EMPLOYER COMPANIESThe following are employer companies to which this Election may apply:Service-now.com UK LimitedRegistered Office:Standard House, Weyside Park, Catteshall Lane,Godalming,Surrey, Gu7 1XECompany Registration Number:6299383Corporation Tax District:201 South LondonCorporation Tax Reference:6359720602PAYE Reference:581/LA08194EXHIBIT 10.6UK Participants:Note that by clicking on “I Agree” you hereby agree to accept all liability for secondary Class 1 NICsthat may be payable by the Company and/or the Employer in connection with your participation in theESPP and any event giving rise to Tax-Related Items. You further agree to the “Election To Transferthe Employer’s National Insurance Liability to the Employee” agreement with the Company in theform attached to the Enrollment Form below (the “Joint Election Agreement”) as if you had manuallysigned and returned the Joint Election Agreement to the Company.Israeli Participants:Note that by clicking on “I Agree” you hereby acknowledge that you must sign and return thedeclaration in the form attached to the Enrollment Form below (the “Joint Election Agreement”) to theCompany within 45 days of the beginning of the next offering period.SERVICENOW, INC. (the “Company”)ENROLLMENT/CHANGE FORM2012 Employee Stock Purchase Plan (“ESPP”)(Capitalized terms not defined in this form shall have the meaning set forth in the ESPP.)SECTION 1:ACTIONSCheck Desired Action:AND Complete Sections:¨ Enroll in the ESPP2 + 3 + 4 + 18¨ Change Contribution Percentage2 + 4 + 18¨ Discontinue Contributions2 + 5 + 18SECTION 2:PERSONAL DATAName: _________________________________________Home Address: ______________________________________________________________________________________Social Security / Identification No.: __________________Department:SECTION 3:ENROLLI hereby elect to participate in the ESPP, effective at the beginning of the next Offering Period. I elect topurchase shares of the Common Stock of the Company subject to the terms and conditions of the ESPPand this Enrollment/Change Form, including any applicable country-specific provisions in the Appendixattached hereto (together, the “Enrollment/Change Form”). I understand that shares of Common Stockpurchased on my behalf will be issued in street name and deposited directly into my brokerage accountwith Fidelity Brokerage Services LLC or its affiliates. I hereby agree to take all steps, and sign all forms,required to establish an account with Fidelity Brokerage Services LLC or its affiliates for this purpose.My participation will continue as long as I remain eligible, unless I withdraw from the ESPP by filing anew Enrollment/Change Form with the Company. If I transfer from the Company to a ParticipatingCorporation or visa-versa or between Participating Corporations, my contributions as of the date oftransfer will be used to purchase shares on the next Purchase Date unless I choose to have such fundsrefunded to me. I understand that I cannot resume participation following my transfer until the start ofthe next Offering Period and must timely file a new enrollment form to do so. I understand that if I am aU.S. taxpayer, I must notify the Company of any disposition of shares of Common Stock purchasedunder the ESPP.SECTION 4:ELECT CONTRIBUTIONPERCENTAGEI hereby authorize the Company to withhold from each of my paychecks such amount as is necessary toequal at the end of the applicable Offering Period __% of my Compensation (as defined in the ESPP)paid during such Offering Period as long as I continue to participate in the ESPP. That amount will beapplied to the purchase of shares of the Company’s Common Stock pursuant to the ESPP. If I am paid ina currency other than U.S. dollars, my contributions will be converted into U.S. dollars prior to thepurchase of the Common Stock. The percentage must be a whole number (from 1%, up to amaximum of 15%).Please -increase -decrease my contribution percentage.Note:You may change your contribution percentage only once within a Purchase Period to beeffective during such Purchase Period and such change can only be to decrease yourcontribution percentage. An increase in your contribution percentage can only take effect withthe next Offering Period. Each change will become effective as soon as reasonably practicableafter the form is received by the Company.SECTION 5:DISCONTINUECONTRIBUTIONS¨ I hereby elect to stop my contributions under the ESPP, effective as soon as reasonably practicableafter this form is received by the Company. Please ¨-refund all contributions to me in cash, withoutinterest OR ¨- use my contributions to purchase shares on the next Purchase Date. I understandthat I cannot resume participation until the start of the next Offering Period and must timelyfile a new enrollment form to do so.SECTION 6:RESPONSIBILITY FORTAXESI acknowledge that, regardless of any action taken by the Company or, if different, my employer (the“Employer”), the ultimate liability for all income tax, social insurance, payroll tax, fringe benefits tax,payment on account or other tax-related items related to my participation in the ESPP and legallyapplicable to me (“Tax-Related Items”) is and remains my responsibility and may exceed any amountactually withheld by the Company or the Employer. If I am subject to Tax-Related Items in more thanone jurisdiction between the date of grant and the date of any relevant taxable or tax withholding event,as applicable, I acknowledge that Tax-Related Items may be owed by me in more than one jurisdictionand the Company or the Employer may be required to withhold in multiple jurisdictions.I agree to make adequate arrangements to satisfy all Tax-Related Items. In this regard, I authorize theCompany and/or the Employer to satisfy any withholding obligations with regard to all Tax-RelatedItems by withholding from my wages or other cash compensation payable to me by the Company and/orthe Employer. If the obligations for Tax-Related Items cannot be satisfied by withholding from my wagesor other cash compensation as contemplated herein, then I authorize the Company and/or the Employeror their respective agents to satisfy any obligations with regard to all Tax-Related Items by withholdingfrom proceeds of the sale of shares of Common Stock acquired upon exercise of the option, eitherthrough a voluntary sale or through a mandatory sale arranged by the Company (on my behalf pursuantto this authorization without further consent).Finally, I agree to pay to the Company or the Employer any amount of Tax-Related Items that theCompany or the Employer may be required to withhold or account for as a result of my participation inthe ESPP that cannot be satisfied by the means previously described. The Company may refuse topurchase or deliver the shares or the proceeds of the sale of shares of Common Stock, if I fail to complywith my obligations in connection with the Tax-Related Items.SECTION 7:NATURE OF GRANTBy enrolling and participating in the ESPP, I acknowledge, understand and agree that:(a) the ESPP isestablished voluntarily by the Company and it is discretionary in nature; (b) the grant of the option isvoluntary and does not create any contractual or other right to receive future options to purchase sharesof Common Stock, or benefits in lieu of options, even if options have been granted in the past; (c) alldecisions with respect to future options or other grants, if any, will be at the sole discretion of theCompany; (d) the grant of the option and my participation in the ESPP shall not create a right toemployment or be interpreted as forming an employment or service contract with the Company, theEmployer or any Subsidiary and shall not interfere with the ability of the Company, the Employer or anySubsidiary to terminate my employment relationship (if any); (e) I am voluntarily participating in theESPP; (f) the ESPP and the shares of Common Stock purchased under the ESPP are not intended toreplace any pension rights or compensation; (g) the ESPP and the shares of Common Stock subject to theESPP and the income and value of same, are not part of normal or expected compensation for purposesof calculating any severance, resignation, termination, redundancy, dismissal, end-of-service payments,bonuses, long-service awards, pension or retirement or welfare benefits or similar payments; (h) thefuture value of the underlying shares of Common Stock is unknown, indeterminable and cannot bepredicted with certainty and the value of the shares of Common Stock purchased under the ESPP mayincrease or decrease in the future, even below the purchase price; (i) no claim or entitlement tocompensation or damages shall arise when I withdraw from the ESPP due to my termination ofemployment (for any reason whatsoever, whether or not later found to be invalid or in breach ofemployment laws in the jurisdiction where I am employed or the terms of my employment agreement, ifany) and in consideration of the grant of the option and the issuance of shares of Common Stock underthe ESPP to which I am otherwise not entitled, I irrevocably agree never to institute any claim against theCompany, its Subsidiaries or the Employer, waive my ability, if any, to bring any such claim, and releasethe Company, its Subsidiaries and the Employer from any such claim; if, notwithstanding the foregoing,any such claim is allowed by a court of competent jurisdiction, then, by participating in the ESPP, I shallbe deemed irrevocably to have agreed not to pursue such claim and agree to execute any and alldocuments necessary to request dismissal or withdrawal of such claim; (j) in the event of termination ofmy employment (for any reason whatsoever, whether or not later found to be invalid or in breach ofemployment laws in the jurisdiction where I am employed or the terms of my employment agreement, ifany), except for certain leave of absences set forth in Section 12 of the ESPP, my right to participate inthe ESPP will terminate effective as of the date I cease to actively provide services and will not beextended by any notice period (e.g., employment would not include any contractual notice or any periodof “garden leave” or similar period mandated under employment laws in the jurisdiction where I amemployed or the terms of my employment agreement, if any); the Committee shall have exclusivediscretion to determine when I am no longer actively employed for purposes of my option; and (k)unless otherwise provided in the ESPP or by the Company in its discretion, the option to purchase sharesof Common Stock and the benefits evidenced by this Agreement do not create any entitlement to havethe ESPP or any such benefits granted thereunder, transferred to, or assumed by, another company nor tobe exchanged, cashed out or substituted for, in connection with any corporate transaction affecting theshares of the Company; and (l) the following provisions apply only if I am providing services outside theUnited States: (A) the ESPP and the shares of Common Stock subject to the ESPP are not part of normalor expected compensation or salary for any purpose; (B) I acknowledge and agree that neither theCompany, the Employer nor any Subsidiary, shall be liable for any foreign exchange rate fluctuationbetween my local currency and the U.S. dollar that may affect the value of the shares of Common Stockor any amounts due pursuant to the purchase of the shares or the subsequent sale of any shares ofCommon Stock purchased under the ESPP.SECTION 8:NO ADVICEREGARDING GRANTThe Company is not providing any tax, legal or financial advice, nor is the Company making anyrecommendations regarding my participation in the ESPP, or my acquisition or sale of the underlyingshares of Common Stock. I am hereby advised to consult with my own personal tax, legal and financialadvisors regarding my participation in the ESPP before taking any action related to the ESPP.SECTION 9:DATA PRIVACYI hereby explicitly and unambiguously consent to the collection, use and transfer, in electronic orother form, of my personal data as described in this Agreement and any other ESPP participationmaterials (“Data”) by and among, as applicable, the Employer, the Company and its Subsidiaries forthe exclusive purpose of implementing, administering and managing my participation in the ESPP.I understand that the Company and the Employer may hold certain personal information about me,including, but not limited to, my name, home address and telephone number, date of birth, socialinsurance number or other identification number, salary, nationality, job title, any shares of stock ordirectorships held in the Company, details of all options under the ESPP or any other entitlement toshares of stock awarded, cancelled, exercised, vested, unvested, or outstanding in my favor, for theexclusive purpose of implementing, administering and managing the ESPP.I understand that Data will be transferred to Fidelity Brokerage Services LLC or its affiliates or suchother stock plan service provider as may be selected by the Company in the future, which is assistingthe Company, with the implementation, administration and management of the ESPP. I understandthat the recipients of the Data may be located in the United States or elsewhere, and that therecipients’ country (e.g., the United States) may have different data privacy laws and protections thanmy country. I understand that if I reside outside the United States, I may request a list with the namesand addresses of any potential recipients of the Data by contacting my local human resourcesrepresentative. I authorize the Company, Fidelity Brokerage Services LLC and its affiliates, and anyother possible recipients which may assist the Company, (presently or in the future) withimplementing, administering and managing the ESPP to receive, possess, use, retain and transfer theData, in electronic or other form, for the sole purpose of implementing, administering and managingmy participation in the ESPP. I understand that Data will be held only as long as is necessary toimplement, administer and manage my participation in the ESPP. I understand that if I reside outsidethe United States I may, at any time, view Data, request additional information about the storage andprocessing of Data, require any necessary amendments to Data or refuse or withdraw the consentsherein, in any case without cost, by contacting in writing my local human resources representative.Further, I understand that I am providing the consents herein on a purely voluntary basis. If I do notconsent, or if I later seek to revoke my consent, my employment status or service and career with theEmployer will not be adversely affected; the only adverse consequence of refusing or withdrawing myconsent is that the Company would not be able to grant me the option to purchase shares of CommonStock under the ESPP or other equity awards or administer or maintain such awards. Therefore, Iunderstand that refusing or withdrawing my consent may affect my ability to participate in the ESPP.For more information on the consequences of my refusal to consent or withdrawal of consent, Iunderstand that I may contact my local human resources representative.SECTION 10:LANGUAGEIf I have received this Enrollment/Change Form or any other document related to the ESPP translated intoa language other than English and if the meaning of the translated version is different than the Englishversion, the English version will control.SECTION 11:ELECTRONICDELIVERY ANDACCEPTANCE.The Company may, in its sole discretion, decide to deliver any documents related to current or futureparticipation in the ESPP by electronic means. I hereby consent to receive such documents by electronicdelivery and agree to participate in the ESPP through an on-line or electronic system established andmaintained by the Company or a third party designated by the Company.SECTION 13:SEVERABILITYThe provisions of this Enrollment/Change Form are severable and if any one or more provisions aredetermined to be illegal or otherwise unenforceable, in whole or in part, the remaining provisions shallnevertheless be binding and enforceable.SECTION 14:APPENDIXNotwithstanding any provisions in this Enrollment/Change Form, the right to participate in the ESPP shallbe subject to any special terms and conditions set forth in any Appendix to this Enrollment/Change Formfor my country. Moreover, if I relocate to one of the countries included in the Appendix, the specialterms and conditions for such country will apply to me, to the extent the Company determines that theapplication of such terms and conditions is necessary or advisable for legal or administrative reasons.The Appendix constitutes part of this Enrollment/Change Form.SECTION 15:IMPOSITION OF OTHERREQUIREMENTSThe Company, at its option, may elect to terminate, suspend or modify the terms of the ESPP at any time,to the extent permitted by the ESPP. I agree to be bound by such termination, suspension or modificationregardless of whether notice is given to me of such event, subject in any case to my right to timelywithdraw from the ESPP in accordance with the ESPP withdrawal procedures then in effect. In addition,the Company reserves the right to impose other requirements on my participation in the ESPP, on anyshares of Common Stock purchased under the ESPP, to the extent the Company determines it isnecessary or advisable for legal or administrative reasons, and to require me to sign any additionalagreements or undertakings that may be necessary to accomplish the foregoing.SECTION 16:GOVERNING LAWThe interpretation, performance and enforcement of this Enrollment/Change Form shall be governed bythe laws of the State of Delaware without resort to that State’s conflict-of-laws rules. For purposes oflitigating any dispute that arises directly or indirectly from the relationship of the parties evidenced bythis grant or the Enrollment/Change Form, the parties hereby submit to and consent to the exclusivejurisdiction of the State of California and agree that such litigation shall be conducted only in the courtsof San Jose, California, or the federal courts for the United States for the Northern District of California,and no other courts, where this grant is made and/or to be performed.SECTION 17:WAIVERI acknowledge that a waiver by the Company of breach of any provision of this Enrollment/ChangeForm shall not operate or be construed as a waiver of any other provision of this Enrollment/ChangeForm or of any subsequent breach by me or any other Participant.SECTION 18:INSIDER TRADINGRESTRICTIONS /MARKET ABUSE LAWSI acknowledge that depending on my country of residence, I may be subject to insider trading restrictionsand/or market abuse laws, which may affect my ability to acquire or sell shares of Common Stock orrights to shares of Common Stock (e.g., purchase rights) under the ESPP during such times as I amconsidered to have “inside information” regarding the Company (as defined by the laws in my country).Any restrictions under these laws or regulations are separate from and in addition to any restrictions thatmay be imposed under any applicable Company insider trading policy. I am responsible for complyingwith any applicable restrictions and am advised to speak with a personal legal advisor on this matter.SECTION 19:ACKNOWLEDGMENT ANDSIGNATUREI acknowledge that I have received a copy of the ESPP and of the Prospectus (whichsummarizes the major features of the ESPP). I have read the Prospectus and my signature below (or myclicking on the Accept box if this is an electronic form) indicates that I hereby agree to be bound by theterms of the ESPP and this Enrollment/Change Form.Signature: ____________________________________ Date:____________________APPENDIXSERVICENOW, INC. 2012 EMPLOYEE STOCK PURCHASE PLANCOUNTRY SPECIFIC PROVISIONS FOR NON-U.S. EMPLOYEESI understand that this Appendix includes special terms and conditions applicable to me if I reside in one of the countries below. Unlessotherwise stated, these terms and conditions are in addition to those set forth in the Enrollment/Change Form. Any capitalized term usedin this Appendix without definition shall have the meaning ascribed to it in the Enrollment/Change Form or the ESPP, as applicable.I further understand that this Appendix also includes information relating to exchange control and other issues of which I should beaware with respect to my participation in the ESPP. The information is based on the laws in effect in the respective countries as of April2014. Such laws are often complex and change frequently. As a result, I understand that the Company strongly recommends that I notrely on the information herein as the only source of information relating to the consequences of my participation in the ESPP becausethe information may be out of date at the time that I purchase shares of Common Stock or sell shares of Common Stock purchasedunder the ESPP.Finally, I understand that if I am a citizen or resident of a country other than the one in which I am currently working, transferemployment after enrolling in the ESPP, or am considered a resident of another country for local law purposes, the informationcontained herein may not apply to me, and the Company shall, in its discretion, determine to what extent the terms and conditionscontained herein shall apply.AUSTRALIASecurities Law Notification.I understand that if I acquire shares of Common Stock under the ESPP and offer shares of Common Stock for sale to a person or entityresident in Australia, the offer may be subject to disclosure requirements under Australian law. I understand that I should obtain legaladvice on my disclosure obligations prior to making any such offer.AUSTRIAForeign Asset/Account Reporting Information.If I hold shares of Common Stock acquired under the ESPP outside Austria, I must submit a report to the Austrian National Bank. Anexemption applies if the value of the shares of Common Stock as of any given quarter does not exceed €30,000,000 or if the value ofthe shares of Common Stock in any given year as of December 31 does not exceed €5,000,000. If the former threshold is exceeded,quarterly obligations are imposed, whereas if the latter threshold is exceeded, annual reports must be given. The annual reporting date isDecember 31 and the deadline for filing the annual report is March 31 of the following year.A separate reporting requirement applies when I sell shares of Common Stock acquired under the Plan or receive a dividend. In thatcase, there may be exchange control obligations if the cash proceeds are held outside Austria. If the transaction volume of all accountsabroad exceeds €3,000,000, the movements and balances of all accounts must be reported monthly, as of the last day of the month, onor before the 15th day of the following month, on the prescribed form (Meldungen SI-Forderungen und/oder SI-Verpflichtungen).BELGIUMForeign Asset/Account Reporting Information.I understand that I am required to declare any bank accounts opened and maintained outside Belgium on my annual tax return.BRAZILAuthorization for ESPP Participation.I hereby authorize the Employer to make payroll deductions from each of my paychecks in that percentage of my Compensation (up to15%) that I have specified in the Agreement and I authorize the Employer to remit such accumulated payroll deductions, on my behalf,to the United States of America, to purchase the shares of Common Stock, as provided by Circular No. 3,280/05 of the Central Bank,under the terms of the ESPP.Upon request by the Company or the Employer, I agree to execute a letter of authorization and any other agreements or consents thatmay be required to enable the Employer, the Company, any Subsidiary or any third party designated by the Employer or the Companyto remit my accumulated payroll deductions from Brazil for the purchase of shares of Common Stock. I understand that if I fail toexecute a letter of authorization or any other form of agreement or consent that is required for the remittance of my payroll deductions,I will not be able to participate in the ESPP.Compliance with Law.By participating in the ESPP, I agree to comply with applicable Brazilian laws and to pay any and all Tax-Related Items associated withparticipation in the ESPP, including the purchase and subsequent sale of shares of Common Stock acquired under the ESPP.Foreign Asset/Account Reporting Information.If I am resident or domiciled in Brazil, I understand that I will be required to submit an annual declaration of assets and rights heldoutside Brazil to the Central Bank of Brazil if the aggregate value of such assets and rights equals or exceeds US$100,000. Assets andrights that must be reported include any shares of Common Stock acquired under the ESPP. Assets and rights that must be reported alsoinclude the following: (i) bank deposits; (ii) loans; (iii) financing transactions; (iv) leases; (v) direct investments; (vi) portfolioinvestments, including shares of Common Stock acquired under the ESPP; (vii) financial derivatives investments; and (viii) otherinvestments, including real estate and other assets. Foreign individuals holding Brazilian visas are considered Brazilian residents forpurposes of this reporting requirement and must declare at least the assets held abroad that were acquired subsequent to the date ofadmittance as a resident of Brazil.CANADATermination of Service.This provision replaces section 7(j) of the Enrollment/Change Form:In the event of termination of my employment (for any reason whatsoever, whether or not later found to be invalid or in breach ofemployment laws in the jurisdiction where I am employed or the terms of my employment agreement, if any), except for certain leaveof absences set forth in Section 12 of the ESPP, my right to participate in the ESPP, if any, will terminate effective as of the earlier of (i)the date upon which I receive notice of termination, or (ii) the date on which I am not longer actively providing services to theEmployer, regardless of any notice period under Canadian provincial laws (including, but not limited to, statutory law, regulatory lawand/or common law); the Committee shall have exclusive discretion to determine when I am no longer actively providing services forpurposes of my option.Securities Law Notification.I understand that I am permitted to sell shares of Common Stock purchased under the ESPP through the designated broker appointedunder the ESPP, provided the resale of shares of Common Stock takes place outside Canada through the facilities of a stock exchangeon which the shares are listed. The shares are currently listed on New York Stock Exchange.Foreign Asset/Account Reporting Information.I am required to report any foreign property on form T1135 (Foreign Income Verification Statement) if the total cost of my foreignproperty exceeds C$100,000 at any time in the year. Foreign property includes shares of Common Stock acquired under the ESPP. Theform T1135 must be filed by April 30 of the following year. I am advised to consult with a personal advisor to ensure that I complywith the applicable requirements.THE FOLLOWING PROVISIONS WILL APPLY IF I AM A RESIDENT OF QUEBEC:Language Consent.The parties acknowledge that it is their express wish that the Enrollment/Change Form, as well as all documents, notices and legalproceedings entered into, given or instituted pursuant hereto or relating directly or indirectly hereto, be drawn up in English.Les parties reconnaissent avoir exigé la rédaction en anglais de la convention, ainsi que de tous documents exécutés, avis donnés etprocédures judiciaires intentées, directement ou indirectement, relativement à ou suite à la convention.Data Privacy.This provision supplements section 9 of the Enrollment/Change Form:I hereby authorize the Company, its Subsidiaries and any Company representatives to discuss with and obtain all relevant informationfrom all personnel, professional or not, involved in the administration and operation of the ESPP. I further authorize the Company, itsSubsidiaries and the administrators of the ESPP to disclose and discuss the ESPP with their advisors. I further authorize the Companyand its Subsidiaries to record such information and to keep such information in my employee file.DENMARKDanish Stock Option Act.I acknowledge that I have received an Employer Statement translated into Danish, which is being provided to comply with the DanishStock Option Act. To the extent more favorable and required to comply with the Stock Option Act, I understand that the terms setforth in the Employer Statement will apply to my participation in the ESPP.Exchange Control and Tax Reporting Notification and Agreement. I understand that I may hold shares of Common Stock acquired under the ESPP in a safety-deposit account (e.g., a brokerage account)with either a Danish bank or with an approved foreign broker or bank. If the shares are held with a non-Danish broker or bank, I amrequired to inform the Danish Tax Administration about the safety-deposit account. For this purpose, I must file a Declaration V(Erklaering V) with the Danish Tax Administration. The bank/broker and I must sign the Declaration V. By signing the Declaration V,the bank/broker undertakes an obligation, without further request each year not later than on February 1 of the year following thecalendar year to which the information relates, to forward certain information to the Danish Tax Administration concerning the contentof the safety-deposit account.In the event that the applicable broker or bank with which the safety-deposit account is held does not wish to, or, pursuant to the lawsof the country in question, is not allowed to assume such obligation to report, I acknowledge that I am solely responsible for providingcertain details regarding the foreign brokerage or bank account and any shares of Common Stock acquired at purchase and held in suchaccount to the Danish Tax Administration as part of my annual income tax return. By signing the Form V, I at the same time authorizethe Danish Tax Administration to examine the account. A sample of the Declaration V can be found at the following website:www.skat.dk/getFile.aspx?Id=47392.In addition, when I open a deposit account or a brokerage account for the purpose of holding cash outside Denmark, the bank orbrokerage account, as applicable, will be treated as a deposit account because cash can be held in the account. Therefore, I must alsofile a Declaration K (Erklaering K) with the Danish Tax Administration. The bank/broker and I must sign the Declaration K. Bysigning the Declaration K, the bank/broker undertakes an obligation, without further request each year, not later than on February 1 ofthe year following the calendar year to which the information relates, to forward certain information to the Danish Tax Administrationconcerning the content of the deposit account. In the event that the applicable financial institution (broker or bank) with which theaccount is held, does not wish to, or, pursuant to the laws of the country in question, is not allowed to assume such obligation to report,I acknowledge that I am solely responsible for providing certain details regarding the foreign brokerage or bank account to the DanishTax Administration as part of my annual income tax return. By signing the Declaration K, I at the same time authorize the Danish TaxAdministration to examine the account. A sample of Declaration K can be found at the following website: www.skat.dk/getFile.aspx?Id=42409&newwindow=true.Securities Law Requirements.I understand that if I work in a country located in the European Economic Area (“EEA”), my participation in the ESPP is subject tospecial offering terms and may be further limited as a result of applicable securities laws. Specifically, contributions from all Participantsworking in the EEA will be limited to less than an aggregate amount of €5 million on an annual basis. It is also possible that certainother equity awards in the EEA will count against this €5 million threshold. I understand that, if Participants in the EEA elect tocontribute more than this amount during any year, participation rates will be prorated to ensure that this threshold is not exceeded. If myparticipation will be prorated, I understand that I will receive a notice from the Company explaining the proration.FINLANDThere are no country-specific provisions.FranceFRENCH TRANSLATIONS OF PROVISIONS CONCERNING AUTHORIZATION TO PARTICIPATE IN ESPPParticipation in the ESPP (section 6 of the ESPP).(a) Any employee who is an eligible employee determined in accordance with section 4 of the ESPP immediately prior to theinitial Offering Period will be automatically enrolled in the initial Offering Period under the ESPP. With respect to subsequent OfferingPeriods, any eligible employee determined in accordance with section 4 of the ESPP will be eligible to participate in the ESPP, subject tothe requirement of Section (b) hereof and the other terms and provisions of the ESPP.(b) Notwithstanding the foregoing, (i) an eligible employee may elect to decrease the number of shares of Common Stock thatsuch employee would otherwise be permitted to purchase for the initial Offering Period under the ESPP and/or purchase shares ofCommon Stock for the initial Offering Period through payroll deductions by delivering a Enrollment/Change Form to the Companywithin thirty (30) days after the filing of an effective registration statement pursuant to Form S-8 and (ii) the Committee may set a latertime for filing the Enrollment/Change Form authorizing payroll deductions for all eligible employees with respect to a given OfferingPeriod. With respect to Offering Periods after the initial Offering Period, a Participant may elect to participate in the ESPP by submittinganEnrollment/Change Form prior to the commencement of the Offering Period (or such earlier date as the Committee may determine) towhich such agreement relates.(c) Once an employee becomes a Participant in an Offering Period, then such Participant will automatically participate in theOffering Period commencing immediately following the last day of such prior Offering Period unless the Participant withdraws or isdeemed to withdraw from the ESPP or terminates further participation in the Offering Period as set forth in section 11 of the ESPP. SuchParticipant is not required to file any additional Enrollment / Change Form in order to continue participation in the ESPP.Participation dans l’ESPP (section 6 du ESPP).(a) Tout salarié qui est un salarié éligible conformément à la section 4 de l’ESPP immédiatement avant la Période initialed’Offre participera automatiquement à la Période intiale d’Offre de l’ESPP. Concernant les Périodes d’Offres suivantes, tout salariééligible conformément à la Section 4 de l’ESPP sera éligible pour participer à l’ESPP, à la condition de respecter les conditionsénoncées Section (b) des présentes et tous les autres termes et conditions de l’ESPP.(b) Nonobstant ce qui précède, (i) un salarié éligible peut choisir de diminuer le nombre d’Actions Ordinaires dont il auraitpu être autorisé à faire l’acquisition au titre de la Période initiale d’Offre de l’ESPP, et/ou d’acquérir des Actions Ordinaires au titrede la Période initiale d’Offre par prélèvement sur son salaire par la remise d’un Formulaire de Participation/Modification à la Sociétédans les trente (30) jours suivant le dépôt d’une déclaration d’enregistrement conformément au Formulaire S-8, et, (ii) le Comité peutdécider, concernant une Période d’Offre donnée, que le dépôt du Formulaire de Participation/Modification, autorisant le prélèvementsur salaire de tout salarié éligible, peut être repoussé. Concernant les Périodes d’Offres qui suivent la Période initiale d’Offre, unParticipant peut choisir de participer à l’ESPP par le dépôt d’un Formulaire de Participation/Modification avant le début de laPériode d’Offre concernée (ou toute date antérieure décidée par le Comité).(c) Dès lors qu’un salarié devient un Participant pour une Période d’Offre, alors ledit Participant participeraautomatiquement à la Période d’Offre commençant immédiament après le dernier jour de la Période d’Offre antérieure à moins que leParticipant se retire, ou soit considéré comme se retirant de l’ESPP, ou cesse sa participation à la Période d’Offre tel que cela estprévu à la Section 11 de l’ESPP. Ledit Participant n’a pas à déposer de Formulaire pour continuer à participer à l’ESPP.Payroll Deduction Authorization.This provision replaces Section 4 of the Enrollment/Change Form:I hereby authorize the Company to withhold from each of my paychecks such amount as is necessary to equal at the end of theapplicable Offering Period __% of my Compensation (as defined in the ESPP) paid during such Offering Period as long as I continue toparticipate in the ESPP. That amount will be applied to the purchase of shares of the Company’s Common Stock pursuant to the ESPP.If I am paid in a currency other than U.S. dollars, my contributions will be converted into U.S. dollars prior to the purchase of theCommon Stock. The percentage must be a whole number (from 1%, up to a maximum of 5%).Please -increase -decrease my contribution percentage.Note:You may change your contribution percentage only once within a Purchase Period to be effective during such Purchase Periodand such change can only be to decrease your contribution percentage. An increase in your contribution percentage can onlytake effect with the next Offering Period. Each change will become effective as soon as reasonably practicable after the form isreceived by the Company.Autorisation du Prélèvement sur Salaire.Cette disposition remplace Section 4 du Formulaire de Participation/Modification: Par les présentes, j’autorise la Société à prélever sur chacun de mes salaires le montant nécessaire afin d’égaler, à la fin deladite Période d’Offre, __% de ma Rémunération (telle que définie dans l’ESPP) payée pendant ladite Période d’Offre et ce, aussilongtemps que je continuerais à participer à l’ESPP. Ce montant servira à l’acquisition d’Actions Ordinaires de la Sociétéconformément à l’ESPP. Si je suis payé dans une devise autre que le dollar U.S., mes contributions devront être converties en dollarsU.S. avant l’acquisition des Actions Ordinaires. Le pourcentage doit être un chiffre entier (de 1% à un maximum de 5%). Veuillez -augmenter- diminuer mon pourcentage de contribution. Remarque : Vous pouvez modifier le pourcentage de votre contribution seulement une fois lors d’une Période d’Acquisition pour quecette modification soit effective lors de cette même Période d’Acquisition, et cette modification ne peut que diminuer votre pourcentagede contribution. Une augmentation de votre pourcentage de contribution ne peut prendre effet que lors de la Période d’Offre suivante.Toute modification deviendra effective aussitôt que cela sera raisonnablement pratiquement possible après réception du formulaire parla Société.Limitations on Shares of Common Stock to be Purchased.Notwithstanding anything in Section 10 of the ESPP to the contrary, I understand that I am subject to the following additionalrequirements: (i) I may not purchase more than two hundred (200) whole shares of Common Stock in any individual Purchase Period;and (ii) I will not be granted a right to purchase Common Stock under the ESPP at a rate which exceeds one thousand two hundred andfifty dollars ($1,250) of the fair market value of such shares of Common Stock (determined at the time such right is granted) for eachcalendar year in which such right is outstanding at any time.Language Consent.By signing and returning or by otherwise accepting the Enrollment/Change Form, I confirm having read and understood the documentsrelating to the ESPP (the ESPP, the Enrollment/Change Form and this Appendix) which were provided to me in the English language,except for the payroll authorization set forth in French above. I accept the terms of those documents accordingly.Consentement relatif à la Langue utilisée. En signant et en renvoyant le présent Formulaire de Participation/Modification ou en l’approuvant d’une quelconquemanière, je confirme avoir lu et compris les documents relatifs à cette attribution de droits d’achat d’actions qui m’ont été remis enlangue anglaise hormis l’autorisation du prélèvement sur salaire tel que stipulé en français ci-dessus (l’ESPP, le Formulaire deParticipation/Modification ainsi que la présente Annexe). J’accepte les conditions afférentes à ces documents en connaissance decause.Exchange Control Notification.I acknowledge and understand that I may hold shares of Common Stock acquired under the ESPP outside France provided that I declareall foreign accounts, whether open, current, or closed in my income tax return.Securities Law Requirements.I understand that if I work in a country located in the European Economic Area (“EEA”), my participation in the ESPP is subject tospecial offering terms and may be further limited as a result of applicable securities laws. Specifically, contributions from all Participantsworking in the EEA will be limited to less than an aggregate amount of €5 million on an annual basis. It is also possible that certainother equity awards in the EEA will count against this €5 million threshold. I understand that, if Participants in the EEA elect tocontribute more than this amount during any year,participation rates will be prorated to ensure that this threshold is not exceeded. If my participation will be prorated, I understand that Iwill receive a notice from the Company explaining the proration.GERMANYExchange Control Notification.Cross-border payments in excess of €12,500 in connection with the sale of securities must be reported monthly to the ServicezentrumAußenwirtschaftsstatistik, which is the competent federal office of the Deutsche Bundesbank (the German Central Bank) for suchnotifications in Germany. I am responsible for obtaining the appropriate form from the bank and complying with the applicablereporting obligations.Securities Law Notification.I understand that if I work in a country located in the European Economic Area (“EEA”), my participation in the ESPP is subject tospecial offering terms and may be further limited as a result of applicable securities laws. Specifically, contributions from all Participantsworking in the EEA will be limited to less than an aggregate amount of €5 million on an annual basis. It is also possible that certainother equity awards in the EEA will count against this €5 million threshold. I understand that, if Participants in the EEA elect tocontribute more than this amount during any year, participation rates will be prorated to ensure that this threshold is not exceeded. If myparticipation will be prorated, I understand that I will receive a notice from the Company explaining the proration.HONG KONGSecurities Law Notification.I acknowledge and understand that the option to purchase shares and any shares of Common Stock to be issued under the ESPP are nota public offering of securities under Hong Kong law and are available only to employees of the Company and any Subsidiaryparticipating in the ESPP.Furthermore, I acknowledge that the contents of the Agreement, including this Appendix, the ESPP and other incidental communicationmaterials have not been prepared in accordance with and are not intended to constitute a “prospectus” for a public offering of securitiesunder the applicable securities legislation in Hong Kong, and the documents have not been reviewed by any regulatory authority inHong Kong. I understand that the option to purchase shares and any shares of Common Stock to be issued under the ESPP are intendedonly for the personal use of each Participant and may not be distributed to any other person. Furthermore, I acknowledge that I amadvised to exercise caution in relation to my participation in the ESPP. If I am in any doubt as to the contents of the Agreement,including this Appendix, or the Plan, I shall obtain independent professional advice.INDIAExchange Control Notification.Due to exchange control restrictions in India, I understand that I am required to repatriate any proceeds from the sale of shares ofCommon Stock acquired under the ESPP or the receipt of any dividends to India within 90 days of receipt. I understand I must obtain aforeign inward remittance certificate (“FIRC”) from the bank where I deposit the funds and must maintain the FIRC as evidence of therepatriation of funds in the event the Reserve Bank of India or the Employer requests proof of repatriation.Foreign Asset/Account Reporting Information.I understand that I am required to declare (a) any foreign assets held by me or (b) any foreign bank accounts for which I have signingauthority in my annual tax return.ISRAELTax Ruling.The Company has an Agreed Advanced Tax Ruling (the “Tax Ruling”) from the Israel Tax Authority (“ITA”) with respect to the ESPPoffered to Israeli resident employees of ServiceNow A.B. Israel 2012 Ltd. (“ServiceNow Israel”). A copy of the Ruling (in Hebrew withan English translation) is attached to this Appendix for Israel as Exhibit A.If I am an Israeli resident employee of ServiceNow Israel and have not already executed a declaration to agree to the terms of the TaxRuling, I must print and execute the declaration attached to this Appendix for Israel as Exhibit B, and submit the declaration to:Michelle Giampaoli, Stock Plan Administrator, ServiceNow, michelle.giampaoli@servicenow.com by the date that is 45 days from thebeginning of the applicable offering period. I may print and execute either the Hebrew or the English version of the declaration.If I do not submit the attached declaration to: Michelle Giampaoli, Stock Plan Administrator, ServiceNow,michelle.giampaoli@servicenow.com by the date that is 45 days from the beginning of the applicable offering period, my participationin the ESPP will be automatically withdrawn, subject to the Committee’s discretion for unforeseen circumstances, and any accumulatedpayroll deductions will be returned to me as soon as practicable.I understand that I must also acknowledge acceptance of the Enrollment/Change Form following the procedures and within the timeframe indicated on the Fidelity website. The execution and submission of the declaration regarding the Tax Ruling described herein is aseparate process that is unique to Israel.EXHIBIT ADepartment of Employee OptionsFebruary 4, 2013Epstein Rosenblum Maoz (ERM) Law OfficesAttn: Yair BenjaminiRe: Agreed Tax Ruling- Calculation of Tax re the Benefit to Employees under the ServiceNow, Inc.2012 Employee Stock Purchase Plan - ServiceNow A.B. Israel 2012 Ltd.(With reference to your request of June 16, 2012)1.The facts as presented by you:1.1Service Now A.B. Israel 2012 Ltd., company no. 514760099, withholding file 943293324 (hereinafter: the“Company”) is an Israeli resident private company that was founded in 2012 and employs one (1) employee in Israel.1.2The Company is a subsidiary of ServiceNow, Inc. (hereinafter: the “Parent”), a US public corporation whose shares aretraded on the New York Stock Exchange (NYSE). The Parent provides cloud-based software and services that help ITorganizations automate and integrate various enterprise technologies.1.3As part of its employee incentive policy, the Parent approved the 2012 Employee Stock Purchase Plan (hereinafter: the“ESPP”). Among others, employees of the Company who are not “controlling shareholders” as defined in section102(a) of the Income Tax Ordinance (hereinafter: the “Ordinance”) are eligible to participate in the ESPP.1.4The main provisions of the ESPP are as follows:1.4.1The ESPP provides for consecutive or overlapping offering periods (hereinafter: the “Offering Periods”),during which eligible employees can participate in the ESPP and be granted the right to purchase sharesin the Parent (hereinafter: the “Shares”). The first day of each Offering Period is referred to as theoffering date (hereinafter: the “Offering Date”). The first business day of the initial Offering Period wasJune 28, 2012, which was the date the Parent’s stock was initially offered to the public. Each OfferingPeriod is comprised of one six-month purchase period at the end of which the employee is eligible topurchase Shares (hereinafter: the “Purchase Period”). The first Offering Period will take place from June28, 2012 until approximately January 31, 2013, and the first Purchase Period will take place from June28, 2012 until January 31, 2013.1.4.2Subsequent Offering Periods will consist of a single six-month Purchase Period, beginning on eachFebruary 1 and August 1 and ending on the following July 31 and January31, respectively. The committee that administers the ESPP may change the length of the Offering Periods or thePurchase Periods, provided that no Offering Period has a duration exceeding 27 months. The relevant date onwhich Shares will be purchased will be the last business day of the relevant Offering Period (each of these dateswill be referred to hereinafter as: the “Purchase Date”).1.4.3Employees of the Company are eligible to purchase Shares at a 15% discount of the lower of:a.the closing price of the Shares on the Offering Date; orb.the closing price of the Shares on the Purchase Date (hereinafter: the “Exercise Price”).1.4.4For the first Offering Period, the employees that participated in the ESPP automatically received the rightto purchase Shares with monthly sums deducted from their salary, where the default was that 15% of theemployee’s net salary during the Purchase Period was saved toward the purchase (hereinafter: the“Savings Amount”). The Savings Amount will be used solely for the purchase of Shares and will notexceed 15% of the employee’s monthly base salary. The employee may elect to decrease the percentageof cash compensation that he authorizes for use during the first Offering Period by delivering a form tothe Parent prior to the first Purchase Date. Neither the Company nor the Parent will pay interest on theSavings Amount.1.4.5The employee may withdraw from the ESPP at any time in a manner determined by the Parent. Shouldthe employee withdraw from the ESPP prior to the end of the Offering Period or during any other timedesignated by the committee, all accrued salary deductions will be returned to him, without interest, atthe earliest possible date. The employee may not withdraw less than all of his accrued salary deductions.Even if the employee withdraws from the ESPP, the employee may resume participation in the ESPP inany future Offering Period by submitting a new enrollment form to the Parent prior to the beginning ofthe subsequent Offering Period or at an earlier date, as provided by the committee.1.4.6The ESPP contains quantitative limitations regarding the number of Shares that each employee is entitledto purchase. In any event, an employee may not purchase more than 1,500 Shares during each OfferingPeriod.1.4.7Attached as Appendix A hereto is the ESPP and its conditions per your submissions.2.The Request:2.1The employee’s enrollment in the ESPP will not constitute a tax event and will not be subject to tax on that date.2.2On the date the options are exercised and the employee purchases the Shares, the employee will be subject to tax for thebenefit resulting from the difference between the market value of the Shares at the close of trading on the Purchase Dateand the Exercise Price the employee paid from the Savings Amount. The tax rate will be the employee’s marginal taxrate according to the tax liability for employee grants under the non-trustee track. The tax will be withheld at the sourceby the Company.2.3On the date of sale of the Shares by the employee, the Parent and/or the Company will not withhold tax at source, andthe employee will be taxed according to Section E of the Ordinance.3.The tax arrangement and its conditions:Relying on the facts provided by you and detailed in section 1 above, the Income Tax Authority approves the tax arrangementrelating to the ESPP on compliance with the following conditions:3.1This tax arrangement applies to the ESPP whose Offering Periods will commence from June 28, 2012, only for employees ofthe Company, and so long as the provisions of the law are not changed, and only if the Company and the employees will actin accordance with the provisions of this tax arrangement.3.2Each term in this tax arrangement shall have the meaning ascribed to it in Part E-1 of the Ordinance, unless otherwiseexpressly provided.3.3The provisions of section 102(c)(2) of the Ordinance and the Income Tax Rules (Tax Benefits for Employee ShareAllotments), 2003 (hereinafter: the “Rules”) will apply to the grant of the ESPP to the employees of the Company.3.4The Company will not take any tax deductions related to the ESPP, regardless of whether the employees of the Companyparticipate in the tax agreement or not.3.5Notwithstanding section 3.2 above, the end of each Offering Period will be deemed an “exercise” for the purpose of section102(c)(2) of the Ordinance (hereinafter: the “Exercise Date”), and the following provisions will apply:3.5.1All Shares that an employee received on the Exercise Date will be deemed sold according to the closing price ofthe Shares on the Exercise Date (hereinafter: the “Share Price”).3.5.2The employee will be liable for employment income according to section 2(2) of the Ordinance for the differencebetween the Share Price and the Exercise Price that the employee paid on the Exercise Date, multiplied by the totalShares purchased by the broker in his name (hereinafter: the “Value of the Benefit”).3.5.3On the Exercise Date, the Company will withhold tax for the Value of the Benefit and will transfer therelevant withholding to the Assessing Officer, as required by section 9(e) of the Rules.3.5.4Employees will be deemed residents of Israel until the date on which the Shares are actually sold, in respect of theincome from the ESPP that is the subject of this tax agreement. The aforesaid will not apply to Offering Periodsafter an employee is no longer a resident of Israel if the employee has secured approval from the ITA on thetermination of his Israeli residency or if the Company secures a tax agreement with respect to severing Israeliresidency of its employees.3.5.5On the actual date of sale the Shares, Part E of the Ordinance will apply to the employee, and the price of theShares and the end of the Offering Period (as stated in section 3.4.1 above) will be deemed the original price of theShares on the Purchase Date.3.5.6For the avoidance of doubt, it is clarified that the reporting and tax payment obligations for the income describedin section 3.5.5 above, on the actual date of sale, are the sole obligations of the employees.3.6This tax agreement is condition on the full satisfaction of the conditions of the law and this agreement. This agreement isgiven on reliance on the representations that you provided above. If it is later discovered that the details you provided in thecontext of the request are not accurate, or substantively incomplete, and/or one of the conditions is not complied with, thefollowing consequences will result: the employees that purchase Shares on the Purchase Date will be liable for income tax asemployment income under section 2(2) of the Ordinance on the actual date of sale of the Shares, at the highest price of the Shares from the beginning of theOffering Period until the sale of the Shares to an unrelated third party, as defined by section 88 of the Ordinance, includinginterest and linkage differentials from the grant date.3.7This tax agreement does not amount to an assessment or approval of the facts as presented by you. The facts as presented byyou shall be examined by the Assessing Officer via his examination of the Company and/or the employees participating in theESPP, as applicable.3.8This tax agreement is valid from the Offering Periods that will begin through December 31, 2017. Following that period, youmay request an extension from the ITA (if any).3.9Within 60 days of the date hereof, and within 60 days from a new employee’s enrolment in the ESPP, as applicable, theCompany and the employees participating in the ESPP will submit a declaration in the form provided in Exhibit B to this taxagreement. Section 3.6 above will apply to an employee who does not sign the declaration. The Company and the employees’declarations will be valid with respect to the ESPP for all Offering Periods that are the subject of this tax agreement, andaccordingly for the period stated in section 3.1 above. The Company will submit a list of the employees that did notparticipate in this tax agreement to the Assessing Officer within 60 days of the receipt of this tax agreement or within 60 daysof the beginning of each Offering Period, as applicable.Yours truly, Eran Dvir, CPA (jurist)Superior (Professional Division)Copies: Mr. Aaron Elijahu, CPA - Senior VP for Professional Issues.Mr. Gilad Takoa, CPA - Jerusalem 3 Assessing OfficerMr. Raz Itzkovitch, CPA (Jurist) - Department Manager - Employee OptionsMr. Rafi Tawina, Adv. - Senior Department Manager (Employee Options), Legal DepartmentEXHIBIT AEXHIBIT BRe: Agreed Tax Ruling- ServiceNow A.B. Israel 2012 Ltd.Pursuant to section 3.9 of the Tax Ruling dated February 4, 2013, “Tax Ruling by Agreement - Calculation of Tax re the Benefit toEmployees under the ServiceNow, Inc. 2012 Employee Stock Purchase Plan (the “ESPP”) - ServiceNow A.B. Israel 2012 Ltd.” (the“Tax Ruling”), I, the undersigned employee, declare that I understand the Tax Ruling, will act in accordance with it, and will notrequest to change it and/or annul it, and/or replace it, and/or will not request additional tax benefits other than those provided in this TaxRuling.In addition, I understand that should I sell the shares of Common Stock (as defined under the ESPP) purchased under the ESPPmore than three (3) days after I purchase such shares, I will be required, by Israeli law, to report on all profits and/or losses fromsuch sales on my Annual Return, to report to the Tax Authorities according to section 91(d), and to make advanced tax paymentsas required by law.Additionally, I understand that I will be required to file an Annual Return to the Assessing Officer even if I do not currently file anAnnual Return.I also declare that I understand that a failure to file an Annual Return or a failure to pay tax, as required by Israeli law, on anyincome from sale of shares of Common Stock that I purchased under the ESPP is a criminal offense.Executed by:SignatureDateIDEmployee name EXHIBIT Bמ”בע 2012 ישראל א.ב. נאו סרוויס - בהסכם מיסוי החלטת:הנדון2012 מיום המיסוי להחלטת 3.9 לסעיף בהתאםx.11., “לעובדים מניות לרכישת בתוכנית לעובד שנוצרה ההנאה טובת בגין המס חישוב (ESPP) בחברתיבקש ולא, לפיה ינהג וכי המיסוי החלטת את הבין כי בזאת מצהיר, מטה החתום העובד”(, המיסוי החלטת: “להלן) מ”בע 2012 ישראל א.ב. נאו סרוויסזו מיסוי בהחלטת לקבוע מעבר נוספת מס הפחתת ידרוש או/ו, באחרת להחליפה או/ו לבטלה או/ו לשנותה.ה תוכנית במסגרת לי שיוקצו המניות את למכור ואבחר שבמידה מבין הריני, בנוסף- ESPP משלושה יותר שחלפו לאחרלפי בדיווח וכן השנתי ח”בדו אלה ממכירות הפסד או/ו רווח כל על לדווח דין פי על מחוייב אהיה, רכישתם מיום ימיםכדין מס מקדמת ובתשלום המס לרשויות( ד)91 סעיף.שנתיים חות”דו מגיש אינני כיום אם גם השומה לפקיד שנתי ח”דו להגיש עלי יהיה כי מבין הנני כן.במסגרת שנרכשו מניות ממכירת הכנסותי על כדין מס תשלום אי או שנתי ח”דו הגשת אי כי ומבין מצהיר בנוסף אניה תוכנית- ESPP פליליות עבירות הן. החתום על:העובד שםת.ז מספרתאריךחתימה ITALYData Privacy. This provision replaces section 9 of the Enrollment/Change Form:I understand that the Company, the Employer and any Subsidiary may hold certain personal information about me, including, but notlimited to, my name, home address and telephone number, date of birth, social insurance (to the extent permitted under Italian law) orother identification number, salary, nationality, job title, any Shares or directorships held in the Company or any Subsidiary, details ofall options under the ESPP or other entitlement to shares of Common Stock granted, awarded, canceled, exercised, vested, unvestedor outstanding in my favor, and that the Company and the Employer will process said data and other data lawfully received fromthird parties (“Data”) for the exclusive purpose of implementing, managing and administering my participation in the ESPP andcomplying with applicable laws, including community legislation.I also understand that providing the Company with Data is necessary to effectuate my participation in the ESPP and that my refusal todo so would make it impossible for the Company to perform its contractual obligations and may affect my ability to participate in theESPP. The controllers of Data processing are ServiceNow, Inc. with registered offices at 3260 Jay Street, Santa Clara, CA 95054 andServiceNow Italy S.R.L., which is also the Company’s representative in Italy for privacy purposes pursuant to Legislative Decree no.192/2003.I understand that Data will not be publicized, but it may be accessible by the Employer as the privacy representative of the Companyand within the Employer’s organization by its internal and external personnel in charge of processing such Data and the dataprocessor (“Processor”). An updated list of Processors and other transferees of Data is available upon request from the Employer.Furthermore, Data may be transferred to banks, other financial institutions, or brokers involved in the management andadministration of the ESPP. I understand that Data may also be transferred to the Company’s stock plan service provider, FidelityBrokerage Services LLC, or such other administrator that may be engaged by the Company in the future. I further understand that theCompany and/or any Subsidiary will transfer Data among themselves as necessary for the purpose of the implementation,administration and management of my participation in the ESPP. The Data recipients may receive, possess, use, retain, and transferData in electronic or other form, for the purpose of implementing, administering, and managing my participation in the ESPP. Iunderstand that these recipients may be acting as Controllers, Processors or persons in charge of processing, as the case may be,according to applicable privacy laws, and that they may be located in or outside the European Economic Area, such as in the UnitedStates or elsewhere, in countries that do not provide an adequate level of data protection as intended under Italian privacy law.Should the Company exercise its discretion in suspending or terminating the ESPP, it will delete Data as soon as it has accomplishedall the necessary legal obligations connected with the management and administration of the ESPP.I understand that Data processing for the purposes specified in the Enrollment/Change Form shall take place under automated ornon-automated conditions, anonymously when possible, and with confidentiality and security provisions, as set forth by ApplicableLaws, with specific reference to Legislative Decree no. 196/2003.The processing activity, including the transfer of Data abroad, including outside the European Economic Area, as specified in theEnrollment/Change Form, does not require my consent thereto as the processing is necessary for the performance of legal andcontractual obligations related to implementation, administration and management of the ESPP. I understand that, pursuant tosection 7 of the Legislative Decree no. 196/2003, I have the right at any moment to, without limitation, obtain information on Dataheld, access and verify its contents, origin and accuracy, delete, update, integrate, correct, block or stop, for legitimate reason, theData processing by contacting my local human resources representative. Finally, I am aware that Data will not be used for directmarketing purposes.ESPP Document Acknowledgement.I acknowledge that by accepting the RSUs, I have been given access to the ESPP document, have reviewed the ESPP and theEnrollment/Change Form in their entirety and fully understand and accept all provisions of the ESPP and the Enrollment/Change Form.Further, I specifically and expressly approve the following clauses of the Enrollment/Change Form: (i) section 6 - Responsibility forTaxes; (ii) section 7 - Nature of Grant; (iii) section 16 - Governing Law; and the Data Privacy section set forth above in this Appendix.Foreign Asset/Account Reporting Information.Italian residents who, at any time during the fiscal year, hold foreign financial assets (including cash and Shares) which may generateincome taxable in Italy are required to report these assets on their annual tax returns (UNICO Form, RW Schedule) for the year duringwhich the assets are held, or on a special form if no tax return is due. These reporting obligations will also apply to Italian residents whoare the beneficial owners of foreign financial assets under Italian money laundering provisions.Tax on Foreign Financial Assets.The value of any shares of Common Stock (and certain other foreign assets) I hold outside Italy will be subject to a foreign financialassets tax, to the extent the aggregate value of the covered foreign assets exceeds €12,000. The taxable amount is equal to the fairmarket value of the shares of Common Stock on December 31 or on the last day the shares of Common Stock were held (in such case,or when the shares of Common Stock are acquired during the course of the year, the tax is levied in proportion to the number of daysthe shares of Common Stock were held over the calendar year). For 2014, such tax is levied at a rate of 0.2%. If I am subject to thisforeign financial assets tax, I will need to report the value of my financial assets held abroad in Form RM of my annual tax return. Ishould contact my personal tax advisor for additional information about the foreign financial assets tax.JAPANExchange Control Information.If I pay more than ¥30,000,000 for the purchase of shares of Common Stock in any one transaction, I must file an ex post factoPayment Report with the Ministry of Finance (through the Bank of Japan or the bank carrying out the transaction). The precisereporting requirements vary depending on whether the relevant payment is made through a bank in Japan. If I acquire shares ofCommon Stock whose value exceeds ¥100,000,000 in a single transaction, I must also file an ex post facto Report ConcerningAcquisition of Shares with the Ministry of Finance through the Bank of Japan within 20 days of acquiring the shares of Common Stock.The forms to make these reports can be acquired at the Bank of Japan.A Payment Report is required independently of a Report Concerning Acquisition of Securities. Consequently, if the total amount that Ipay on a one-time basis to purchase shares exceeds ¥100,000,000, I must file both a Payment Report and a Report ConcerningAcquisition of Securities.Foreign Asset/Account Reporting Information.I am required to report details of any assets held outside Japan as of December 31 (including shares of Common Stock acquired underthe ESPP), to the extent such assets have a total net fair market value exceeding ¥50,000,000. Such report will be due by March 15 eachyear. I am advised to consult with my personal tax advisor to determine if the reporting obligation applies to my personal situation.MEXICONo Entitlement or Claims for CompensationThe following provisions supplement section 7 of the Enrollment/Change Form:Modification.By participating in the ESPP, I understand and agree that any modification of the Plan or the Agreement or its termination shall notconstitute a change or impairment of the terms and conditions of my employment.Policy Statement.I acknowledge that the option to purchase shares of Common Stock is making under the ESPP is unilateral and discretionary and,therefore, the Company reserves the absolute right to amend it and discontinue it at any time without any liability.I acknowledge that the Company, with registered offices at 4810 Eastgate Mall, San Diego, CA 92121, U.S.A., is solely responsible forthe administration of the ESPP and participation in the ESPP and the acquisition of shares does not, in any way, establish anemployment relationship between myself and the Company since I am participating in the ESPP on a wholly commercial basis, nor doesit establish any rights between myself and the Employer.Plan Document Acknowledgment.By participating in the Plan, I acknowledge that I have received copies of the ESPP, have reviewed the ESPP and the Agreement in theirentirety and fully understand and accept all provisions of the ESPP and the Agreement.In addition, by accepting the Agreement, I further acknowledge that I have read and specifically and expressly approved the terms andconditions in section 7 of the Agreement, in which the following is clearly described and established: (i) participation in the ESPP doesnot constitute an acquired right; (ii) the ESPP and participation in the ESPP is offered by the Company on a wholly discretionary basis;(iii) participation in the ESPP is voluntary; and (iv) the Company and any Subsidiary are not responsible for any decrease in the value ofthe shares.Finally, I hereby declare that I do not reserve any action or right to bring any claim against the Company for any compensation ordamages as a result of my participation in the ESPP and therefore grant a full and broad release to the Employer, the Company and anySubsidiary with respect to any claim that may arise under the ESPP.Spanish TranslationSin derecho a compensación o reclamaciones por compensaciónLas siguientes disposiciones complementan la sección 7 del Contrato:Modificación.Al participar en el Plan, entiendo y acuerdo que cualquier modificación al Plan o al Contrato o su terminación no constituirá uncambio o perjuicio a los términos y condiciones de empleo.Declaración de Política.El Reconozco que el otorgamiento de la opción que la Compañía está haciendo de conformidad con el ESPP es unilateral ydiscrecional y, por lo tanto, la Compañía se reserva el derecho absoluto de modificar y discontinuar el mismo en cualquier momento,sin responsabilidad alguna.Reconozco que la Compañía, con oficinas registradas ubicadas en 4810 Eastgate Mall, San Diego, CA 92121, EE.UU. es únicamenteresponsable de la administración del ESPP y la participación en el ESPP y la adquisición de accionesno establece, de forma alguna, una relación de trabajo entre la Compañía y yo, ya que estoy participando en el ESPP de una formatotalmente comercial, y tampoco establece ningún derecho entre el Patrón y yo. Reconocimiento del Documento del ESPP. Al participar en el ESPP, reconozco que he recibido copias del ESPP, he revisado el ESPP yel Contrato en su totalidad y entiendo y acepto completamente todas las disposiciones contenidas en el ESPP y en el Contrato.Adicionalmente, al aceptar el Contrato, reconozco que he leído y específica y expresamente he aprobado los términos y condiciones dela sección 7 del Contrato, en la que lo siguiente está claramente descrito y establecido: (i) la participación en el ESPP no constituye underecho adquirido; (ii) el ESPP y la participación en el ESPP es ofrecida por la Compañía de forma enteramente discrecional; (iii) laparticipación en el ESPP es voluntaria; y (iv) la Compañía y cualquier empresa Subsidiaria no son responsables por cualquierdisminución en el valor de las acciones. Finalmente, declaro que no me reservo ninguna acción o derecho para interponer cualquier demanda o reclamación en contra de laCompañía por compensación, daño o perjuicio alguno como resultado de mi participación en el ESPP y, por lo tanto, otorgo el másamplio finiquito al Patrón, la Compañía y cualquier empresa Subsidiaria con respecto a cualquier demanda o reclamación quepudiera surgir en virtud del ESPP.NETHERLANDSSecurities Law Requirements.I understand that if I work in a country located in the European Economic Area (“EEA”), my participation in the ESPP is subject tospecial offering terms and may be further limited as a result of applicable securities laws. Specifically, contributions from all Participantsworking in the EEA will be limited to less than an aggregate amount of €5 million on an annual basis. It is also possible that certainother equity awards in the EEA will count against this €5 million threshold. I understand that, if Participants in the EEA elect tocontribute more than this amount during any year, participation rates will be prorated to ensure that this threshold is not exceeded. If myparticipation will be prorated, I understand that I will receive a notice from the Company explaining the proration.NEW ZEALANDSecurities Law Notification.I understand that I am being offered an opportunity to participate in the ESPP and that, in compliance with New Zealand Securities Law,I am hereby notified that the materials listed below are available for my review where indicated below.1.The Company’s most recent Annual Report (Form 10-K), Quarterly Report (Form 10-Q), and financial statements are availableon the Company’s website (www.servicenow.com) (Company About ServiceNow Investor Relations SEC Filings).2.The Company’s ESPP, Prospectus, and Enrollment/Change Form are available on the Company’s designated broker website(www.fidelity.com). I understand that I must log-in to my brokerage account to access these materials.A copy of the above materials will be provided to me free of charge upon request to ServiceNow, Inc., Stock Administration, 3260 JayStreet, Santa Clara, California 95054, U.S.A.When reading these materials, I understand that all references to purchase right price are listed in U.S. dollars. I understand that Ishould read the materials carefully before making a decision whether to participate in the ESPP and that I should consult with mypersonal tax advisor for specific information concerning my personal tax situation with regard to participation in the ESPP.NORWAYThere are no country-specific provisions.SINGAPOREForm of Contributions.Notwithstanding sections 3 and 4 of the Enrollment/Change Form, due to restrictions on payroll deductions under Singapore law, Iacknowledge and agree that I may be required to participate in the ESPP by means other than payroll deductions (e.g., bank wire orcheck) if the Company, in its discretion, determines that collection of payroll deductions is not permissible or administratively feasibleunder Singapore law.In this regard and upon notice by the Company or the Employer, I understand and agree that no payroll deductions will be made frommy paychecks and that I will be required to make contributions for the purchase of shares of Common Stock under the ESPP by themeans set forth in such notice. I further understand and agree that no shares of Common Stock will be purchased on my behalf underthe ESPP if I fail to submit my contributions in the manner required by such notice.Securities Law Notification.I understand that the option is being granted to me pursuant to the “Qualifying Person” exemption under section 273(1)(f) of theSingapore Securities and Futures Act (Chapter 289, 2006 Ed.) (“SFA”). I further understand that the ESPP has not been lodged orregistered as a prospectus with the Monetary Authority of Singapore. I understand and acknowledge that my option to purchase sharesof Common Stock is subject to section 257 of the SFA and I will not be able to make any subsequent sale in Singapore, or any offer ofsuch subsequent sale of the shares of Common Stock purchased upon exercise unless such sale or offer in Singapore is made pursuantto the exemptions under Part XIII Division (1) Subdivision (4) (other than section 280) of the SFA.Director Notification Obligation.I acknowledge that if I am a director, associate director or shadow director of a Singapore Subsidiary, I am subject to certain notificationrequirements under the Singapore Companies Act. Among these requirements is an obligation to notify the Singapore Subsidiary inwriting when I receive an interest (e.g., an option or shares of Common Stock) in the Company or any Subsidiary within two businessdays of (i) its acquisition or disposal, (ii) any change in previously disclosed interest (e.g., when the shares of Common Stock are sold),or (iii) becoming a director.SOUTH AFRICATax Consequences.The following provision supplements section 6 of the Enrollment/Change Form:By participating in the ESPP, I agree that, immediately upon purchase of shares of Common Stock, I will notify the Employer of theamount of any gain realized. If I fail to advise the Employer of the gain realized at purchase, I may be liable for a fine. I will be solelyresponsible for paying any difference between the actual tax liability and the amount withheld by the Employer.Tax Clearance Certificate Requirement.If I use cash to exercise the option to purchase shares, rather than a cashless exercise method, I must first obtain andprovide to the Employer, or any third party designated by the Employer or the Company, a Tax Clearance Certificate (with respect toForeign Investments) bearing the official stamp and signature of the Exchange Control Department of the South African RevenueService (“SARS”). I must renew this Tax Clearance Certificate every 12 months, or such other period as may be required by the SARS.I must also complete a transfer of funds application form to transfer the funds. If I exercise the option and purchase shares of CommonStock by a cashless exercise whereby no funds are remitted offshore for the purchase, no Tax Clearance Certificate is required.Exchange Control Information.To participate in the ESPP, I must comply with exchange control regulations and rulings in South Africa. Because the exchange controlregulations are subject to change, I understand that I should consult with my personal legal advisor prior to purchasing shares ofCommon Stock under the ESPP to ensure compliance with current regulations. I am responsible for ensuring compliance with allexchange control laws in South Africa.SPAINNature of Grant. This provision supplements section 7 of the Enrollment/Change Form:In accepting the grant, I consent to participate in the ESPP and acknowledge that I have received a copy of the ESPP.I understand and agree that, as a condition of the grant, my termination of employment for any reason (including the reasons listedbelow) will automatically result in the loss of the right to purchase shares of Common Stock that may have been granted to me as ofdate that I am no longer actively employed, as described in Section 7 of the Agreement.In particular, I understand and agree that any rights to purchase shares of Common Stock will be forfeited as of the date that I am nolonger actively employed and without entitlement to the underlying shares of Common Stock or to any amount of indemnification inthe event of a termination of my employment by reason of, but not limited to, resignation, retirement, disciplinary dismissal adjudged tobe with cause, disciplinary dismissal adjudged or recognized to be without cause, individual or collective dismissal on objectivegrounds, whether adjudged or recognized to be with or without cause, material modification of the terms of employment under Article41 of the Workers’ Statute, relocation under Article 40 of the Workers’ Statute, Article 50 of the Workers’ Statute, unilateral withdrawalby the Employer and under Article 10.3 of the Royal Decree 1382/1985. I acknowledge that I have read and specifically accept theconditions referred to in Section 7 of the Enrollment/Change Form.I understand that the Company has unilaterally, gratuitously and discretionally decided to grant rights to purchase shares of CommonStock under the ESPP to individuals who may be employees of the Company or a Subsidiary throughout the world. The decision is alimited decision that is entered into upon the express assumption and condition that any grant will not economically or otherwise bindthe Company or any Subsidiary on an ongoing basis other than as set forth in the Enrollment/Change Form. Consequently, I understandthat the right to purchase shares of Common Stock is granted on the assumption and condition that the right to purchase shares ofCommon Stock and any shares of Common Stock purchased under the ESPP are not part of any employment contract (either with theCompany or any Subsidiary) and shall not be considered a mandatory benefit, salary for any purposes (including severancecompensation) or any other right whatsoever. Further, I understand that the right to purchase shares of Common Stock would not begranted to me but for the assumptions and conditions referred to herein; thus, I acknowledge and freely accept that should any or all ofthe assumptions be mistaken or should any of the conditions not be met for any reason, then the grant of the right to purchase shares ofCommon Stock or such right shall be null and void.Securities Law Notification.The grant of the right to purchase shares of Common Stock and the shares of Common Stock issued at purchase are considered aprivate placement outside the scope of Spanish laws on public offerings and issuances of securities. The ESPP and theEnrollment/Change Form, including this Appendix, have not been nor will they be registered with theComisión Nacional del Mercado de Valores (Spanish Securities Exchange Commission), and they do not constitute a public offeringprospectus.Exchange Control Notification.I must declare the acquisition, ownership and sale of shares of Common Stock to the Spanish Dirección General de Comercio eInversiones (the “DGCI”) of the Ministry of Economy and Competitiveness for statistical purposes. Generally, the declaration must befiled in January for shares of Common Stock acquired or sold during (or held as of December 31 of) the prior year; however, if thevalue of the shares of Common Stock purchased under the ESPP or the amount of the sale proceeds exceeds €1,502,530, thedeclaration must be filed within one month of the purchase or sale, as applicable.Foreign Asset/Account Reporting Information.To the extent I hold assets (e.g., cash or shares of Common Stock held in a bank or brokerage account) outside Spain with a value inexcess of €50,000 per type of asset (e.g., shares of Common Stock, cash, and so on) as of December 31 each year, I am required toreport information on such rights and assets on my tax return for such year. After such rights or assets are initially reported, thereporting obligation will only apply for subsequent years if the value of any previously-reported rights or assets increases by more than€20,000. The reporting must be completed by March 31. Failure to comply with this reporting requirement may result in penalties.Accordingly, I am advised to consult with my personal tax and legal advisors to ensure that I am properly complying with my reportingobligations.Further, I am required to declare electronically to the Bank of Spain any securities accounts (including brokerage accounts heldabroad), as well as the securities held in such accounts if the value of the transactions for all such accounts during the relevant year orthe balances in such accounts as of December 31st of the relevant year exceeds €1,000,000.SWEDENThere are no country-specific provisions.SWITZERLANDSecurities Law Notification.The offer to participate in the ESPP is considered a private offering in Switzerland and is therefore not subject to registration inSwitzerland.TURKEYSecurities Law Notification.Under Turkish law, I am not permitted to sell any shares of Common Stock acquired under the ESPP in Turkey. The shares of CommonStock are currently traded on the New York Stock Exchange, which is located outside Turkey, under the ticker symbol “NOW” and theshares of Common stock may be sold through this exchange.Exchange Control Notification.Pursuant to Decree No. 32 on the Protection of the Value of the Turkish Currency (“Decree 32”) and Communique No. 2008-32/34 onDecree No. 32, any activity related to investments in foreign securities (e.g., the sale of shares of Common Stock under the ESPP) mustbe conducted through a bank or financial intermediary institution licensed bythe Turkish Capital Markets Board and should be reported to the Turkish Capital Markets Board. I am advised to contact a personallegal advisor for further information regarding these requirements.UNITED KINGDOMResponsibility for Taxes.The following provisions supplement section 6 of the Enrollment/Change Form:I agree that, if I do not pay or the Employer or the Company does not withhold from me the full amount of income tax that I owe atexercise of the option/purchase of shares, or the release or assignment of the option for consideration, or the receipt of any other benefitin connection with the option (the “Due Date”) within 90 days after the Due Date, or such other period specified in Section 222(1)(c) ofthe U.K. Income Tax (Earnings and Pensions) Act 2003, then the amount that should have been withheld shall constitute a loan owedby me to the Employer, effective 90 days after the Due Date. I agree that the loan will bear interest at Her Majesty’s Revenue andCustoms (“HMRC”) official rate and will be immediately due and repayable by me, and the Company and/or the Employer may recoverit at any time thereafter by withholding the funds from salary, bonus or any other funds due to me by the Employer, by withholdingfrom the cash proceeds from the sale of shares of Common Stock or by demanding cash or a cheque from me. I also authorize theCompany to delay the issuance of any shares of Common Stock unless and until the loan is repaid in full.Notwithstanding the foregoing, if I am an executive officer or director (as within the meaning of Section 13(k) of the Exchange Act),the terms of the immediately foregoing provision will not apply. In the event that I am an executive officer or director and income tax isnot collected from or paid by me within 90 days of the Due Date, the amount of any uncollected income tax may constitute a benefit tome on which additional income tax and National Insurance contributions (“NICs”) (including Employer NICs, as defined below) maybe payable. I acknowledge that the Company or the Employer may recover any such additional income tax and NICs (includingEmployer NICs, as defined below) at any time thereafter by any of the means referred to in section 6 of the Enrollment/Change Form,although I acknowledge that I ultimately will be responsible for reporting any income tax or NICs (including Employer NICs, asdefined below) due on this additional benefit directly to the HMRC under the self-assessment regime.National Insurance Contributions Acknowledgment.As a condition of participation in the ESPP and the purchase of shares of Common Stock, I agree to accept any liability for secondaryClass 1 NICs which may be payable by the Company and/or the Employer in connection with the option/purchase of shares and anyevent giving rise to Tax-Related Items (the “Employer NICs”). Without limitation to the foregoing, I agree to execute a joint electionwith the Company, the form of such joint election being formally approved by HMRC (the “Joint Election”), and any other requiredconsent or election. I further agree to execute such other joint elections as may be required between me and any successor to theCompany and/or the Employer. I further agree that the Company and/or the Employer may collect the Employer NICs from me by anyof the means set forth in section 6 of the Enrollment/Change Form.If I do not enter into a Joint Election prior to purchasing shares or if approval of the Joint Election has been withdrawn by HMRC, theoption shall become null and void without any liability to the Company and/or the Employer and I may not purchase shares under theESPP.Securities Law Requirements.I understand that if I work in a country located in the European Economic Area (“EEA”), my participation in the ESPP is subject tospecial offering terms and may be further limited as a result of applicable securities laws. Specifically, contributions from all Participantsworking in the EEA will be limited to less than an aggregate amount of €5 million on an annual basis. It is also possible that certainother equity awards in the EEA will count against this €5 million threshold. I understand that, if Participants in the EEA elect tocontribute more than this amount during any year,participation rates will be prorated to ensure that this threshold is not exceeded. If my participation will be prorated, I understand that Iwill receive a notice from the Company explaining the proration.SPECIAL NOTICE FOR EMPLOYEES IN DENMARKEMPLOYER STATEMENTPursuant to Section 3(1) of the Act on Stock Options in employment relations (the "Stock Option Act"), you are entitled to receive the following informationregarding participation in the ServiceNow, Inc. 2012 Employee Stock Purchase Plan (the “ESPP”) in a separate written statement.This statement contains only the information mentioned in the Stock Option Act, while the other terms and conditions of your grant of stock options topurchase shares of the common stock of ServiceNow, Inc. (the “Company”) are described in detail in the ESPP, the Enrollment/Change Form and theapplicable country-specific supplement, which have been made available to you.1. Time of grant of right to purchase stockProvided always that at the relevant time you are eligible to participate in the ESPP, at the beginning of successive six (6)-month offering periods, theCompany will grant you a right to purchase shares of stock in the Company that may be exercised on the last day of each offering period.2.Terms or conditions for grant of a right to future purchase of stockThe Plan is offered at the discretion of the Company's Board of Directors.3.Purchase DateIf you are employed by the Company or one of its participating subsidiaries or affiliates on the last day of an offering period, shares of common stockwill automatically be purchased for you with your accumulated payroll deductions. If you are not employed by the Company or one of itsparticipating subsidiaries or affililates on the last day of an offering period, Sections 4 and 5 of the Stock Option Act will determine your rights (if theStock Option Act applies and the terms of the Stock Option Act are more favorable than the terms of the Plan and the enrollment materials). If sharesare purchased for you at the end of an offering period, the number of shares purchased will depend on the purchase price, the amount of youraccumulated payroll deductions and the share purchase limits in the Plan. You will be the immediate owner of the common stock purchased with youraccumulated payroll deductions and, subject to the limitations in the Plan, you may sell your shares of common stock purchased under the Plan at anytime, subject to any Company insider trading restrictions.4.Purchase PriceThe purchase price per share is the lower of 85% of the fair market value of the Company’s common stock on the first market day of theoffering period or on the date the stock purchase right is exercised, i.e., the last market day of the offering period.5.Your rights upon termination of employmentThe treatment of your stock option upon termination of employment will be determined under Sections 4 and 5 of the Stock Option Act unless theterms contained in the ESPP, the Agreement and the applicable country-specific supplement are more favorable to you than Sections 4 and 5 of theStock Option Act. If the terms contained in the ESPP, the Agreement and the applicable country-specific supplement are more favorable to you, thensuch terms will govern the treatment of your stock option upon termination of employment.6.Financial aspects of participating in the ESPPAside from the payroll deductions which will start after you enroll in the ESPP, the ESPP offering has no immediate financial consequencesfor you. The value of the purchase rights and the value of the shares purchased for you under the ESPP are not taken into account when calculatingholiday allowances, pension contributions or other statutory consideration calculated on the basis of salary.Shares of stock are financial instruments and investing in stocks will always have financial risk. The possibility of profit at the time you sellyour shares will not only be dependent on the Company’s financial development, but inter alia also on the general development on the stock market.In addition, after you purchase shares, the shares could decrease in value even below the purchase price.SERVICENOW, INC.102 S. Sierra AvenueSolana Beach, CA 92075U.S.A.SÆRLIG MEDDELELSE TIL MEDARBEJDERE I DANMARKARBEJDSGIVERERKLÆRINGI henhold til § 3, stk. 1, i lov om brug af køberet eller tegningsret m.v. i ansættelsesforhold ("Aktieoptionsloven") er du berettiget til i en særskilt skriftligerklæring at modtage følgende oplysninger om deltagelse i ServiceNow, Inc.'s medarbejderaktieordning - 2012 Employee Stock Purchase Plan ("ESPP-planen").Denne erklæring indeholder kun de oplysninger, der er nævnt i Aktieoptionsloven, mens de øvrige vilkår og betingelser for din tildeling af aktieoptioner tilkøb af ordinære aktier i ServiceNow, Inc. ("Selskabet") er nærmere beskrevet i ESPP-planen, Tilmeldings-/Ændringsblanketten (Enrollment/Change Form) ogdet gældende landespecifikke tillæg, som du har modtaget.1. Tidspunkt for tildeling af retten til at købe aktierForudsat at du er berettiget til at deltage i ESPP-planen på det pågældende tidspunkt vil Selskabet ved påbegyndelsen af successive tilbudsperioder påseks (6) måneder tildele dig retten til at købe aktier i Selskabet, som kan udøves på den sidste dag i hver tilbudsperiode.2.Kriterier og betingelser for tildeling af retten til senere at købe aktierESPP-planen tilbydes efter Selskabets bestyrelses eget skøn.3.KøbsdatoHvis du er ansat i Selskabet eller i et af de deltagende datterselskaber eller en af de deltagende tilknyttede virksomheder på den sidste dag i entilbudsperiode, vil der automatisk blive købt ordinære aktier til dig for det akkumulerede beløb, der er fratrukket dine nettolønudbetalinger. Hvis duikke er ansat i Selskabet eller i et af de deltagende datterselskaber eller en af de deltagende tilknyttede virksomheder på den sidste dag i entilbudsperiode, vil Aktieoptionslovens §§ 4 og 5 være gældende for dine rettigheder (hvis Aktieoptionsloven finder anvendelse og lovensbestemmelser er mere fordelagtige for dig end vilkårene i ESPP-planen og materialet vedrørende din deltagelse i planen). Hvis der købes aktier til digved udløbet af en tilbudsperiode, vil antallet af købte aktier afhænge af købskursen, størrelsen på det akkumulerede beløb, der er fratrukket dinenettolønudbetalinger, samt af de begrænsninger for aktiekøb, der er fastsat i ESPP-planen. Du vil blive indehaver af de ordinære aktier, der er købt fordet akkumulerede beløb, der er fratrukket dine nettolønudbetalinger, og du kan, med de begrænsninger, der følger af ESPP-planen, til enhver tid sælgede ordinære aktier, som du har købt i henhold til ESPP-planen, med forbehold for eventuelle begrænsninger i Selskabets regler om insiderhandel.4.KøbskursKøbskursen pr. aktie er den værdi, der er lavest af 85 % af kursværdien af Selskabets ordinære aktier på enten den første handelsdag itilbudsperioden eller på den dato, hvor retten til at købe aktier udøves, dvs. den sidste handelsdag i tilbudsperioden.5.Din retsstilling i forbindelse med fratrædenDine aktieoptioner vil i tilfælde af din fratræden blive behandlet i overensstemmelse med Aktieoptionslovens §§ 4 og 5, medmindre bestemmelserne iESPP-planen, Aftalen og det gældende landespecifikke tillæg er mere fordelagtige for dig end Aktieoptionslovens §§ 4 og 5. Hvis bestemmelserne iESPP-planen, Aftalen og det gældende landespecifikke tillæg er mere fordelagtige for dig, vil disse bestemmelser være gældende for, hvordan dineaktieoptioner behandles i forbindelse med din fratræden.6.Økonomiske aspekter ved at deltage i ESPP-planenBortset fra de fradrag i dine nettolønudbetalinger, som påbegynder, når du er blevet tilmeldt ESPP-planen, har deltagelsen i ESPP-planeningen umiddelbare økonomiske konsekvenser for dig. Værdien af købsretten og af de aktier, der købes til dig i henhold til ESPP-planen, indgår ikke iberegningen af feriepenge, pensionsbidrag eller øvrige lovpligtige, vederlagsafhængige ydelser.Aktier er finansielle instrumenter, og investering i aktier vil altid være forbundet med en økonomisk risiko. Muligheden for at opnå engevinst, når du sælger dine aktier, afhænger ikke alene af Selskabets økonomiske udvikling, men også af den generelle udvikling på aktiemarkedet.Derudover kan aktierne efter købet falde til en værdi, der måske endda ligger under købskursen.SERVICENOW, INC.102 S. Sierra AvenueSolana Beach, CA 92075U.S.A.SERVICENOW, INC. 2012 EMPLOYEE STOCK PURCHASE PLANElection To Transfer the Employer’s National Insurance Liability to the EmployeeThis Election is between:A.The individual who has obtained authorised access to this Election (the “Employee”), who is employed by one of theemploying companies listed in the attached schedule (the “Employer”) and who is eligible to participate in the Employee StockPurchase Plan pursuant to the 2012 Employee Stock Purchase Plan (the “ESPP”), andB.ServiceNow, Inc., 102 S. Sierra Avenue, Solana Beach, CA 92075, U.S.A. (the “Company”), which may grant options underthe ESPP and is entering into this Election on behalf of the Employer.1.Introduction1.1This Election relates to the options granted to the Employee under the ESPP on or after June 19, 2012, up to the terminationdate of the ESPP.1.2In this Election the following words and phrases have the following meanings:a.“Chargeable Event” means, in relation to the ESPP:i.the acquisition of securities pursuant to the options (within section 477(3)(a) of ITEPA);ii.the assignment (if applicable) or release of the options in return for consideration (within section 477(3)(b) ofITEPA);iii.the receipt of a benefit in connection with the options, other than a benefit within (i) or (ii) above (within section477(3)(c) of ITEPA);iv.post-acquisition charges relating to the shares acquired pursuant to the ESPP (within section 427 of ITEPA); and/orv.post-acquisition charges relating to the shares acquired pursuant to the ESPP (within section 439 of ITEPA).b.“ITEPA” means the Income Tax (Earnings and Pensions) Act 2003.c.“SSCBA” means the Social Security Contributions and Benefits Act 1992.1.3This Election relates to the employer’s secondary Class 1 National Insurance Contributions (the “Employer’s Liability”) whichmay arise on the occurrence of a Chargeable Event in respect of the ESPP pursuant to section 4(4)(a) and/or paragraph 3B(1A)of Schedule 1 of the SSCBA.1.4This Election does not apply in relation to any liability, or any part of any liability, arising as a result of regulations being givenretrospective effect by virtue of section 4B(2) of either the SSCBA, or the Social Security Contributions and Benefits (NorthernIreland) Act 1992.1.5This Election does not apply to the extent that it relates to relevant employment income which is employment income of theearner by virtue of Chapter 3A of Part VII of ITEPA (employment income: securities with artificially depressed market value).2.The ElectionThe Employee and the Company jointly elect that the entire liability of the Employer to pay the Employer’s Liability onthe Chargeable Event is hereby transferred to the Employee. The Employee understands that, by signing or electronicallyaccepting this Election, he or she will become personally liable for the Employer’s Liability covered by this Election. ThisElection is made in accordance with paragraph 3B(1) of Schedule 1 of the SSCBA.3.Payment of the Employer’s Liability3.1The Employee hereby authorises the Company and/or the Employer to collect the Employer’s Liability from the Employee atany time after the Chargeable Event:i.by deduction from salary or any other payment payable to the Employee at any time on or after the date of theChargeable Event; and/orii.directly from the Employee by payment in cash or cleared funds; and/oriii.by arranging, on behalf of the Employee, for the sale of some of the securities which the Employee is entitled to receivepursuant to the options, the proceeds of which must be delivered to the Employer in sufficient time for payment to bemade to HMRC by the due date; and/oriv.where the proceeds of the gain are to be made through a third party, the Employee will authorize that party to withholdan amount from the payment or to sell some of the securities which the Employee is entitled to receive pursuant to theoptions, such amount to be paid in sufficient time to enable the Company to make payment to HMRC by the due date;and/orv.through any other method as set forth in the applicable Enrollment/Change Form entered into between the Employee andthe Company.3.2The Company hereby reserves for itself and the Employer the right to withhold the transfer of any securities to the Employee inrespect of the ESPP until full payment of the Employer’s Liability is received.3.3The Company agrees to remit the Employer’s Liability to HM Revenue & Customs on behalf of the Employee within 14 daysafter the end of the UK tax month during which the Chargeable Event occurs (or within 17 days if payments are madeelectronically).4.Duration of Election4.1The Employee and the Company agree to be bound by the terms of this Election regardless of whether the Employee istransferred abroad or is not employed by the Employer on the date on which the Employer’s Liability becomes due.4.2This Election will continue in effect until the earliest of the following:i.the Employee and the Company agree in writing that it should cease to have effect;ii.on the date the Company serves written notice on the Employee terminating its effect;iii.on the date HMRC withdraws approval of this Election; oriv.after due payment of the Employer’s Liability in respect of the ESPP to which this Election relates or could relate, suchthat the Election ceases to have effect in accordance with its terms.Acceptance by the EmployeeThe Employee acknowledges that by clicking on the “ACCEPT” box where indicated on the grant acceptance screen, theEmployee agrees to be bound by the terms of this Election as stated above.Acceptance by the CompanyThe Company acknowledges that, by signing this Election or arranging for the scanned signature of an authorised representativeto appear on this Election, the Company agrees to be bound by the terms of this Election.Signature for and onbehalf of the Company ____________________________Name Ethan Christensen Position Vice President, LegalDate ____________________________SCHEDULE OF EMPLOYER COMPANIESThe following are employer companies to which this Election may apply:Service-now.com UK LimitedRegistered Office:Standard House, Weyside Park, Catteshall Lane,Godalming,Surrey, Gu7 1XECompany Registration Number:6299383Corporation Tax District:201 South LondonCorporation Tax Reference:6359720602PAYE Reference:581/LA08194EXHIBIT 21.1SUBSIDIARIES Name of Subsidiary Jurisdiction of Incorporation or Organization ServiceNow Australia Pty Ltd AustraliaServiceNow Austria AustriaServiceNow Belgium BVBA BelgiumSN Europe CV BermudaServiceNow Brasil Gerenciamento De Servicos Ltda. BrazilServiceNow Canada Inc. CanadaServiceNow Delaware LLC DelawareServiceNow Denmark ApS DenmarkServiceNow Finland Oy FinlandServiceNow France SAS FranceService-now.com GmbH GermanyServiceNow Hong Kong Limited Hong KongServiceNow Software Development India Private Limited IndiaServiceNow Service Management Limited IrelandServiceNow A.B. Israel Ltd IsraelNeebula Systems Ltd IsraelServiceNow Italy ItalyServiceNow Japan KK JapanServiceNow Operations Mexico MexicoServiceNow Nederland BV NetherlandsServiceNow Norway AS NorwayServiceNow Pte. Ltd. SingaporeServiceNow South Africa (Pty) Ltd. South AfricaServiceNow Spain S.L. SpainServiceNow Sweden AB SwedenServiceNow Switzerland GmbH SwitzerlandServiceNow Turkey Bilisim Sanayive Ticaret Ltd TurkeyService-now.com UK Ltd United KingdomEXHIBIT 23.1CONSENT OF INDEPENDENT REGISTERED PUBLIC ACCOUNTING FIRMWe hereby consent to the incorporation by reference in the Registration Statements on Form S-8 (Nos. 333-182445, 333-188462 and 333-194210) ofServiceNow, Inc. of our report dated February 27, 2015 relating to the financial statements and the effectiveness of internal control over financial reporting,which appears in this Form 10-K./s/ PricewaterhouseCoopers LLPSan Jose, CaliforniaFebruary 27, 2015EXHIBIT 31.1CERTIFICATION OF PERIODIC REPORT UNDER SECTION 302 OFTHE SARBANES-OXLEY ACT OF 2002I, Frank Slootman, certify that:1.I have reviewed this annual report on Form 10-K of ServiceNow, Inc.;2.Based on my knowledge, this report does not contain any untrue statement of a material fact or omit to state a material fact necessary to make thestatements made, in light of the circumstances under which such statements were made, not misleading with respect to the period covered by thisreport;3.Based on my knowledge, the financial statements, and other financial information included in this report, fairly present in all material respects thefinancial condition, results of operations and cash flows of the registrant as of, and for, the periods presented in this report;4.The registrant's other certifying officer and I are responsible for establishing and maintaining disclosure controls and procedures (as defined inExchange Act Rules 13a-15(e) and 15d-15(e)) and internal control over financial reporting (as defined in Exchange Act Rules 13a-15(f) and 15d-15(f)) for the registrant and have:a.Designed such disclosure controls and procedures, or caused such disclosure controls and procedures to be designed under our supervision, toensure that material information relating to the registrant, including its consolidated subsidiaries, is made known to us by others within thoseentities, particularly during the period in which this report is being prepared;b.Designed such internal control over financial reporting, or caused such internal control over financial reporting to be designed under oursupervision, to provide reasonable assurance regarding the reliability of financial reporting and the preparation of financial statements forexternal purposes in accordance with generally accepted accounting principles;c.Evaluated the effectiveness of the registrant's disclosure controls and procedures and presented in this report our conclusions about theeffectiveness of the disclosure controls and procedures, as of the end of the period covered by this report based on such evaluation; andd.Disclosed in this report any change in the registrant's internal control over financial reporting that occurred during the registrant's most recentfiscal quarter (the registrant's fourth fiscal quarter in the case of an annual report) that has materially affected, or is reasonably likely tomaterially affect, the registrant's internal control over financial reporting; and5.The registrant's other certifying officer and I have disclosed, based on our most recent evaluation of internal control over financial reporting, to theregistrant's auditors and the audit committee of the registrant's board of directors (or persons performing the equivalent functions):a.All significant deficiencies and material weaknesses in the design or operation of internal control over financial reporting which are reasonablylikely to adversely affect the registrant's ability to record, process, summarize and report financial information; andb.Any fraud, whether or not material, that involves management or other employees who have a significant role in the registrant's internal controlover financial reporting.Date: February 27, 2015 /s/ Frank Slootman Frank SlootmanChief Executive Officer(Principal Executive Officer)EXHIBIT 31.2CERTIFICATION OF PERIODIC REPORT UNDER SECTION 302 OFTHE SARBANES-OXLEY ACT OF 2002I, Michael P. Scarpelli, certify that:1.I have reviewed this annual report on Form 10-K of ServiceNow, Inc.;2.Based on my knowledge, this report does not contain any untrue statement of a material fact or omit to state a material fact necessary to make thestatements made, in light of the circumstances under which such statements were made, not misleading with respect to the period covered by thisreport;3.Based on my knowledge, the financial statements, and other financial information included in this report, fairly present in all material respects thefinancial condition, results of operations and cash flows of the registrant as of, and for, the periods presented in this report;4.The registrant's other certifying officer and I are responsible for establishing and maintaining disclosure controls and procedures (as defined inExchange Act Rules 13a-15(e) and 15d-15(e)) and internal control over financial reporting (as defined in Exchange Act Rules 13a-15(f) and 15d-15(f)) for the registrant and have:a.Designed such disclosure controls and procedures, or caused such disclosure controls and procedures to be designed under our supervision, toensure that material information relating to the registrant, including its consolidated subsidiaries, is made known to us by others within thoseentities, particularly during the period in which this report is being prepared;b.Designed such internal control over financial reporting, or caused such internal control over financial reporting to be designed under oursupervision, to provide reasonable assurance regarding the reliability of financial reporting and the preparation of financial statements forexternal purposes in accordance with generally accepted accounting principles;c.Evaluated the effectiveness of the registrant's disclosure controls and procedures and presented in this report our conclusions about theeffectiveness of the disclosure controls and procedures, as of the end of the period covered by this report based on such evaluation; andd.Disclosed in this report any change in the registrant's internal control over financial reporting that occurred during the registrant's most recentfiscal quarter (the registrant's fourth fiscal quarter in the case of an annual report) that has materially affected, or is reasonably likely tomaterially affect, the registrant's internal control over financial reporting; and5.The registrant's other certifying officer and I have disclosed, based on our most recent evaluation of internal control over financial reporting, to theregistrant's auditors and the audit committee of the registrant's board of directors (or persons performing the equivalent functions):a.All significant deficiencies and material weaknesses in the design or operation of internal control over financial reporting which are reasonablylikely to adversely affect the registrant's ability to record, process, summarize and report financial information; andb.Any fraud, whether or not material, that involves management or other employees who have a significant role in the registrant's internal controlover financial reporting.Date: February 27, 2015 /s/ Michael P. Scarpelli Michael P. ScarpelliChief Financial Officer(Principal Financial and Accounting Officer)EXHIBIT 32.1CERTIFICATION PURSUANT TO18 U.S.C. SECTION 1350AS ADOPTED PURSUANT TO SECTION 906OF THE SARBANES-OXLEY ACT OF 2002I, Frank Slootman, Chief Executive Officer of ServiceNow, Inc. (the “Company”), do hereby certify, pursuant to 18 U.S.C. Section 1350, as adopted pursuantto Section 906 of the Sarbanes-Oxley Act of 2002, that:•the Annual Report on Form 10-K of the Company for the period ended December 31, 2014 (the "Report") fully complies with the requirements ofSection 13(a) or 15(d) of the Securities Exchange Act of 1934; and•the information contained in the Report fairly presents, in all material respects, the financial condition and results of operations of the Company atthe dates and for the periods presented therein.Date: February 27, 2015 /s/ Frank Slootman Frank SlootmanChief Executive Officer(Principal Executive Officer)A signed original of this written statement required by Section 906 has been provided to ServiceNow, Inc. and will be retained by it and furnished to theSecurities and Exchange Commission or its staff upon request.EXHIBIT 32.2CERTIFICATION PURSUANT TO18 U.S.C. SECTION 1350AS ADOPTED PURSUANT TO SECTION 906OF THE SARBANES-OXLEY ACT OF 2002I, Michael P. Scarpelli, Chief Financial Officer of ServiceNow, Inc. (the “Company”), do hereby certify, pursuant to 18 U.S.C. Section 1350, as adoptedpursuant to Section 906 of the Sarbanes-Oxley Act of 2002, that:•the Annual Report on Form 10-K of the Company for the period ended December 31, 2014 (the "Report") fully complies with the requirements ofSection 13(a) or 15(d) of the Securities Exchange Act of 1934; and•the information contained in the Report fairly presents, in all material respects, the financial condition and results of operations of the Company atthe dates and for the periods presented therein.Date: February 27, 2015 /s/ Michael P. Scarpelli Michael P. ScarpelliChief Financial Officer(Principal Financial and Accounting Officer)A signed original of this written statement required by Section 906 has been provided to ServiceNow, Inc. and will be retained by it and furnished to theSecurities and Exchange Commission or its staff upon request.

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