ServiceNow Annual Report 2018

Plain-text annual report

Table of ContentsUNITED 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, 2018OR ¨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.2225 Lawson LaneSanta 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 every Interactive Data File required to be submitted pursuant to Rule 405 of Regulation S-T (§232.405 ofthis chapter) during the preceding 12 months (or for such shorter period that the Registrant was required to submit such files). 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, a smaller reporting company or an emerging growth company.See the definitions of “large accelerated filer,” “accelerated filer,” “smaller reporting company” and “emerging growth company” in Rule 12b-2 of the Exchange Act.Large accelerated filer x Accelerated filer ¨ Non-accelerated filer ¨ Smaller reporting company ¨ Emerging growth company ¨ If an emerging growth company, indicate by check mark if the registrant has elected not to use the extended transition period for complying with any new or revised financialaccounting standards provided pursuant to Section 13(a) of the Exchange Act. ¨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 29, 2018, theaggregate market value of its shares (based on a closing price of $172.47 per share on June 29, 2018 as reported on the New York Stock Exchange) held by non-affiliates wasapproximately $21.0 billion.As of January 31, 2019, there were approximately 180.5 million shares of the Registrant’s Common Stock outstanding.DOCUMENTS INCORPORATED BY REFERENCEPortions of the Registrant’s definitive proxy statement for its 2019 Annual Meeting of Stockholders (Proxy Statement) to be filed within 120 days of the Registrant’s fiscal year endedDecember 31, 2018, are incorporated by reference in Part III of this Report on Form 10-K. Except with respect to information specifically incorporated by reference in this Form 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 Risk58Item 8Consolidated Financial Statements and Supplementary Data60Item 9Changes in and Disagreements with Accountants on Accounting and Financial Disclosure101Item 9AControls and Procedures101Item 9BOther Information102 PART III Item 10Directors, Executive Officers and Corporate Governance102Item 11Executive Compensation102Item 12Security Ownership of Certain Beneficial Owners and Management and Related Stockholder Matters102Item 13Certain Relationships and Related Party Transactions and Director Independence102Item 14Principal Accounting Fees and Services103 PART IV Item 15Exhibits and Financial Statement Schedules103Item 16Form 10-K Summary107Signatures 107Index to Exhibits 104 Table of ContentsPART 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.BUSINESSServiceNow, the company that makes work, work better for people, is a leading provider of enterprise cloud computing services that define, structure,manage and automate digital workflows for global enterprises. We deliver digital workflows that help our customers create great experiences and unlockproductivity. Our Now Platform enables enterprise-wide experiences and productivity by simplifying and streamlining processes across systems, functionsand departments. Our product portfolio focuses on delivering better information technology (IT), employee and customer workflows, and enabling ourcustomers to build any workflow application that makes sense for their business.Historically, our focus was on solving challenges found in enterprise IT departments, and we pioneered the use of the cloud to deliver IT servicemanagement applications. The digital workflow platform we built to solve these challenges has applications throughout the enterprise. In addition to our ITservice management applications, we now provide digital workflow products for customer service, human resources, security operations, integrated riskmanagement (including compliance, risk, and audit) and other enterprise departments where a patchwork of semi-automated and manual processes had beenused in the past. Using our cloud services, users can easily request business services from these departments, actions and responses can be automated withinthe enterprise, the quality of service provided by these departments improves, and overall the business runs more efficiently.All of our cloud services are built on our proprietary platform, the Now Platform®, which features one code base and one data model. It enablescustomers to easily create, by themselves or with our partners, their own service-oriented business applications across the enterprise. We primarily deliver oursoftware via the Internet as a service, through an easy-to-use, consumer product-like interface, which means it can be easily configured and rapidly deployed.We market our services to enterprises in a wide variety of industries, including consumer products, education, financial services, government, healthcare, IT services and technology. We sell our subscription services primarily through direct sales and, to a lesser extent, through indirect channel sales. Wealso offer a portfolio of professional and other services, both directly and through our 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 in Delaware as ServiceNow, Inc.1Table of ContentsOur Products Our portfolio of products supports critical aspects of our customers’ digital transformation process. These products, when implemented alone ortogether, deliver value to our customers across three workflows: IT, Employee, and Customer. As shown below, certain products that are applicablethroughout the enterprise may be purchased by customers to support multiple workflows.The Now PlatformAll of our products are built on a single platform, which is the foundation for all of our cloud-based services. Our platform allows our customers to createa single system of record for their systems and workflows, and it is the foundation of our ability to deliver specific enterprise applications and services. Oursingle system of record also allows customers to complement their other vertical applications and achieve various business objectives such as better dataintegrity, faster updates and better responsiveness to user needs.Among the most popular services that our platform supports are workflow automation, electronic service catalogs and portals, configurationmanagement systems, data benchmarking, performance analytics, mobile experience, encryption and collaboration and development tools.Our Now Platform App Engine also enables developers across the enterprise to create, test and deploy their own applications within an integrateddevelopment environment while leveraging the single data model and common services of our platform.2Table of ContentsInformation Technology (IT) Service ManagementOur IT Service Management (ITSM) product suite defines, structures, consolidates, manages and automates IT services that are offered to an enterprise’semployees, customers and partners. Among its capabilities, our ITSM product suite records incidents, remediates problems and automates routine tasks. Forexample, we enable our customers to provide service portals where their employees can request IT services, order software and hardware, and submit ITincidents.IT Operations ManagementOur IT Operations Management (ITOM) product suite connects a customer’s physical and cloud-based IT infrastructure with our applications andplatform. It identifies a customer’s IT infrastructure components (e.g., servers) and associated business services (e.g., email) which are dependent upon thatinfrastructure. It also maintains a single data record for all IT configurable items, which allows our customers to exercise control over their on-premises orcloud-based infrastructures and orchestrate key processes and tasks.IT Business ManagementOur IT Business Management (ITBM) product suite enables customers to manage their IT priorities, including the scope and cost of IT projects, thedevelopment of software related to those projects and the overall management of the customer’s IT project portfolio.IT Asset ManagementOur IT Asset Management (ITAM) product automates customers’ IT asset lifecycles with workflows, tracking the financial, contractual and inventorydetails of IT and non-IT assets throughout their lifecycles.Enterprise Development OperationsOur enterprise development operations product provides solutions across a developers’ toolchain and integrates with the leading solutions to provide asingle dashboard of planning, development, testing, deployment and operations.Security OperationsOur security operations product connects with third-party and other sources of security alerts from a customer’s infrastructure to prioritize and respondto incidents and vulnerabilities according to their potential impact on a customer’s business. Security operations management capabilities include securityincident management, threat enrichment intelligence, vulnerability response management and security incident intelligence sharing.Governance, Risk and ComplianceOur governance, risk and compliance product creates a common set of policies and controls to help our customers meet the requirements of an ever-expanding regulatory environment, and allows our customers to monitor risk and compliance events in real time to take action to remediate and mitigaterisks.HR Service DeliveryOur human resources (HR) service delivery product defines, structures, consolidates, manages and automates HR services related to employee requests.HR service delivery capabilities include HR case management, employee self-service, knowledge management and management of employee lifecycle eventsacross multiple departments such as onboarding, transfers and off-boarding. For example, tasks that start in HR but require action from other departments,such as new hire equipment selection and fulfillment, can be easily automated and orchestrated.3Table of ContentsCustomer Service ManagementOur customer service management product defines, structures, consolidates, manages and automates customer service cases and requests. It allowscommon customer requests such as password resets to be automated with out-of-the-box self-service, and for other cases it routes work from the customerservice agent to field service, engineering, operations, finance or legal personnel to resolve the underlying issues.Field Service ManagementOur field service management application allows field service agents to be effectively assigned, deployed and managed on the same underlyingcustomer service management platform that created and managed the customer incident.Professional Services Our professional services help drive our customers’ business objectives and derive value from their ServiceNow investment. Our professional servicesinclude customer success management, which provides advisory services to our customers for a fee, and also include process design,implementation,configuration, and optimization services. We also offer strategic services to customers embarking on significant business transformations toreimagine their service management strategy and roadmap – from first insight to final implementation. Our network of partners also provides professionalservices and training to our customers.We provide an expansive portfolio of training and certification programs across IT, HR, customer service, and other departments. Flexible trainingoptions, plus topic- and role-based content, help engage our customers’ employees, optimize business processes and enhance efficiency to increase the valuecustomers derive from their use of our services.Customer SupportAs part of their subscription, customers receive support 24 hours a day, seven days a week around the globe, from technical resources located in theUnited States and internationally. We also offer self-service technical support through our support portal, which provides access to documentation,knowledge base articles, online training, online support forums and online incident filing. Our Technology and OperationsWe designed our cloud-based services to support global enterprises. We operate a multi-instance architecture that provides each customer with its owndedicated application logic and database. This architecture is designed to deliver high-availability, scalability, performance, security and ease of upgrading.We have a standardized Java-based development environment, with the majority of our software written in industry-standard software programminglanguages. Our cloud infrastructure primarily consists of industry-standard servers, networks and storage components. Our operating system and databases areLinux, and MySQL and MariaDB.Our data centers operate in paired configurations to enable replication for high-availability and redundancy. We currently operate data centers inAustralia, Brazil, Canada, Germany, Hong Kong, the Netherlands, Singapore, Switzerland, the United Kingdom and the United States, and continuouslyevaluate our data center operations and capacity in existing and new geographies.We offer customers the option to deploy our services on dedicated hardware in our data centers. Our architecture also gives us the added flexibility toallow customers the option of deploying our services internally or under contract with a third party to host the software in order to support unique regulatoryor security requirements, and, while there are some limitations on agility and flexibility as compared to our cloud offering, a minority of our customers haveelected this alternative. The customer support we provide for self-hosted customers is similar to the support we provide to customers deployed in our ownmanaged data centers.Sales and Marketing We sell our services primarily through our global direct sales organization. Additionally, we sell such services indirectly through resale partners,particularly in less developed markets.Our marketing efforts and lead generation activities consist primarily of customer referrals, Internet advertising (including via our website), trade shows,industry events and press releases. We also host our annual Knowledge user conference, webinars and other user forums where customers and partners bothparticipate in and present on a variety of programs designed to help accelerate their success with our services.4Table of ContentsWe are continuing to expand our sales capabilities in new geographies, including through investments in direct and indirect sales channels,professional services capabilities, customer support resources and implementation partners. In addition to adding new geographies, we also plan to increaseour investment in our existing locations in order to achieve scale efficiencies in our sales and marketing efforts.Customers We primarily sell our services to large enterprise customers. We host and support large enterprise-wide deployments for our customers. As of December31, 2018, we had approximately 5,400 enterprise customers. Our customers operate in a wide variety of industries, including consumer products, education.financial services, government, health care, IT services and technology. No single customer accounted for more than 10% of our revenues for any of theperiods presented. BacklogTotal backlog consists of unbilled backlog, deferred revenue and customer deposits. Unbilled backlog is an operational measure representing futureunearned revenue amounts believed to be firm that are to be invoiced under our existing agreements and are not included in the deferred revenue or customerdeposits on our consolidated balance sheets. For information regarding our total backlog, please refer to the section entitled “Management’s Discussion andAnalysis of Financial Condition and Results of Operations–Key Business Metrics–Total backlog” in Item 7 of Part II in this Annual Report on Form 10-K.Research and Development Our research and development organization is responsible for the design, development, testing and certification of our solutions. We focus ondeveloping new services and core technologies and further enhancing the functionality, reliability and performance of our existing solutions. We focus ourefforts 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, enhance our user experience, and develop additional mobile, automation and machineintelligence technologies.Acquisitions and Investments In addition to continuing to invest in our own research and development efforts, we have made acquisitions and investments in the past and willcontinue to assess opportunities for strategic acquisitions and investments to complement our technology and skill sets and expand our product reach. We arefocused on building out our platform and products through both acquisitions and investments that will satisfy growing customer needs.Competition The markets for our solutions generally are rapidly evolving and highly competitive, with relatively low barriers to entry. As the markets in which weoperate continue to mature and new technologies and competitors enter such markets, we expect competition to intensify. Our current competitors include:•large, well-established, enterprise application software vendors;•solutions developed in-house by our potential customers or using integrations with other tools;•large integrated systems vendors;•infrastructure-as-a-service and platform-as-a-service providers;•established and emerging cloud vendors; and•vendors of products and services for development operations.Many prospective customers have invested substantial personnel and financial resources to implement and integrate their current enterprise softwareinto their businesses and therefore may be reluctant or unwilling to migrate away from their current solution to an enterprise cloud solution. Accordingly, wecompete with both cloud-based and traditional enterprise application software vendors. Our competitors vary in size and in the breadth and scope of theproducts and services offered. As we continue to expand the breadth of our services to include offerings for service domains outside of IT, we expectincreasing competition from platform and application development vendors focused on these other markets.5Table of ContentsVarious factors influence purchase decisions in our industry, including total cost of ownership, level of customer satisfaction, breadth and depth ofproduct functionality, security, adherence to industry standards, brand awareness, flexibility and performance. We believe that we compete favorably withour competitors on each of these factors. However, many of our competitors have substantially greater financial, technical and other resources and may beable to respond more quickly and effectively than we can to new or changing opportunities, technologies, standards, customer requirements and buyingpractices. An existing competitor or new entrant could introduce new technology that reduces demand for our services. Acquisitions, integrations andconsolidation by and among other companies in our industry may allow potential competitors to offer integrated or bundled products, enhancedfunctionality, or other advantages, which may impact our competitive position. 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 also have the operating flexibility to bundle competing products and serviceswith other software offerings, which may enable them to offer such products and services at a lower price as part of a larger sale. As competition intensifies, weexpect pricing competition to continue or increase.Intellectual Property We rely upon a combination of copyright, trade secret, patent and trademark laws in the United States and other jurisdictions as well as confidentialityprocedures and contractual restrictions, such as confidentiality and license agreements, to establish, protect and grow our intellectual property (IP) rights. Wealso enter into confidentiality and proprietary rights agreements with our employees, partners, vendors, consultants and other third parties and control accessto our IP and other proprietary information. We also purchase or license technology that we incorporate into our products or services.We continue to grow our patent portfolio and IP rights around the world that relate to our platform, applications, services, research and developmentand other activities, and our success depends in part upon our ability to protect our core technology and IP. We have over 600 U.S. and foreign patents,including patents acquired from third parties, and over 500 pending patent applications. We do not believe that our proprietary technology is dependent onany single patent or other IP right or groups of related patents or IP rights. We file patent applications to protect our IP and have in the past and may in thefuture acquire additional patents, patent portfolios, or patent applications. However, we cannot be certain that any of our patent applications will result in theissuance of a patent or whether the examination process will result in patents of value or applicability. In addition, any patents that have been or may beissued or acquired may be contested, circumvented, found unenforceable or invalidated, and we may not be able to prevent third parties from infringing them.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 solutions. Policing unauthorized use of our technology is difficult. The laws of thecountries in which we market our services may offer little or no effective protection of our proprietary technology. Our competitors could also independentlydevelop services equivalent to ours, and our intellectual property rights may not be broad enough for us to prevent competitors from utilizing theirdevelopments to compete with us. Reverse engineering, unauthorized copying or other misappropriation of our proprietary technology could enable thirdparties to benefit from our technology without paying us for it, which would significantly harm our business.Our industry is characterized by frequent claims and related litigation regarding patent and other intellectual property rights. From time to time, thirdparties may assert patent, copyright, trademark and other intellectual property rights against us, our channel partners or our customers. In addition, based onour greater visibility, expanding solutions footprint, and market exposure as a public company, we face a higher risk of being the subject of intellectualproperty infringement claims from third parties. For example, in 2016 we settled two patent-related litigation matters and recorded a one-time charge of$270.0 million related to aggregate legal settlements. See “Risk Factors–Claims by others that we infringe their proprietary technology or other rights couldharm our business” for additional information.Employees As of December 31, 2018, we had 8,154 full-time employees worldwide, including 1,835 in cloud operations, professional services, training andcustomer support, 3,061 in sales and marketing, 2,080 in research and development and 1,178 in general and administrative roles. None of our U.S.employees is represented by a labor union with respect to his or her employment. Employees in certain European countries are represented by workers’councils and also have the benefits of collective bargaining arrangements at the national level. We consider our relations with our employees to be very goodand have not experienced interruptions of operations or work stoppages due to labor disagreements.6Table of ContentsAvailable 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/company/investor-relations/sec-filings.html as soon asreasonably practicable following our filing of any of these reports with the SEC. The SEC maintains an Internet site that contains reports, proxy andinformation statements and other information regarding issuers that file electronically with the SEC at www.sec.gov. The contents of these websites are notincorporated into this filing and our references to the URLs for these websites are intended to be inactive textual references only.7Table of ContentsITEM 1A.RISK FACTORSInvesting in our securities involves a high degree of risk. You should consider carefully the risks and uncertainties described below, together with allof the other information in this Annual Report on Form 10-K, including our consolidated financial statements and related notes, before making aninvestment decision. We have identified the following risks and uncertainties that may have a material adverse effect on our business, financial condition,results of operations and future prospects. Our business could be harmed by any of these risks. The trading price of our common stock could decline due toany of these risks, and you may lose all or part of your investment.Risks Related to Our Business and IndustryThe markets in which we participate are intensely competitive, and if we do not compete effectively our business and operating results will be adverselyaffected.The markets for our enterprise cloud solutions are rapidly evolving and highly competitive, with relatively low barriers to entry. As the market forservice management matures and new technologies and competitors enter the market, we expect competition to intensify. Our current competitors include:•large, well-established, enterprise application software vendors;•solutions developed in-house by our potential customers or using integrations with other tools;•large integrated systems vendors;•infrastructure-as-a-service and platform-as-a-service providers;•established and emerging cloud vendors; and•vendors of products and services for development operations.Many prospective customers have invested substantial personnel and financial resources to implement and integrate their current enterprise softwareinto their businesses and therefore may be reluctant or unwilling to migrate away from their current solution to our enterprise cloud solutions. Many of ourcompetitors and potential competitors are larger, have greater name recognition, longer operating histories, more established customer relationships, largermarketing budgets and greater resources than we do. Further, other potential competitors not currently offering competitive products may expand theirservices to compete with our services. Acquisitions, integrations and consolidation by and among other companies in our industry may allow potentialcompetitors to offer integrated or bundled products, enhanced functionality, or other advantages, which may impact our competitive position. We haveexpanded the breadth of our services to include offerings in the markets for IT operations management, customer service management, security operationsmanagement, HR service delivery and use of our platform by developers of custom applications. As a result, we expect increasing competition from platformvendors and from application development vendors focused on these other markets. Our competitors may be able to respond more quickly and effectivelythan we can to new or changing opportunities, technologies, standards, customer requirements and buying practices. In addition, some of our competitorsoffer their products or services at a lower price, which has resulted in pricing pressures. Larger competitors with more diverse product and service offeringsmay reduce the price of products or subscriptions that compete with ours or may bundle them with other products and subscriptions. We expect that smallercompetitors and new entrants may accelerate pricing pressures, including in the IT service management market, which is our more mature offering and fromwhich we derive the substantial majority of our revenues. For all of these reasons, we may not be able to compete successfully, and competition could resultin reduced sales, reduced margins, losses or the failure of our solutions to achieve or maintain market acceptance, any of which could harm our business.8Table of ContentsIf we do not accurately predict, prepare for, and respond promptly to rapidly evolving technological, market and customer developments, our competitiveposition and business prospects may be harmed.The markets in which we compete continue to evolve rapidly, and the pace of innovation will continue to accelerate, as public and private cloudsolutions and infrastructure, massively scalable databases, mobile, workflow, consumer product-like user experiences, social, collaboration, machinelearning, artificial intelligence, internet connected devices, robotic automation, security, cryptography, development tools, and other digital technologiesincreasingly become the basis for customer purchases. At the same time, our customers and prospective customers are either facing their own competitiveimperatives to adopt digital technologies, or have been built on fully digital, modern IT technologies, resulting in the ongoing disruption of almost everysector of the global economy. Acquisitions, integrations and consolidation by and among companies in our industry may further accelerate changes in themarkets in which we participate. Accordingly, to compete effectively in our rapidly changing markets, we must: identify and innovate in the right emergingtechnologies among the many in which we could make investments knowing that we cannot make substantial investments in all of them; accurately predictour customers’ changing business needs and priorities, including their technology infrastructures and buying practices; successfully deliver new platform anddatabase technologies and products that scale to meet these needs and priorities; efficiently integrate with other technologies within our customers’ digitalenvironments; profitably market and sell products to companies in markets where our sales and marketing teams have less experience, including to fullydigital companies built on modern IT technologies that have historically not been strong buyers of ITSM and ITOM products like ours; and effectivelydeliver, either directly or through our ecosystem of partners, the business process planning, IT systems architecture planning, and product implementationservices that our customers require to be successful. If we fail to meet any of these requirements, our competitive position and business prospects may beharmed.9Table of ContentsGlobal economic conditions may harm our industry, business and results of operations.We operate globally and as a result our business and revenues are impacted by global macroeconomic conditions. Global financial developmentsseemingly unrelated to us or the software industry may harm us. From time to time, the United States and other key international economies have beenimpacted by geopolitical and economic instability, high levels of credit defaults globally, international trade disputes, falling demand for a variety of goodsand services, high levels of persistent unemployment and wage and income stagnation in some geographic markets, restricted credit, poor liquidity, reducedcorporate profitability, volatility in credit, equity and foreign exchange markets, bankruptcies, international trade agreements, trade restrictions and overalluncertainty with respect to the economy. These conditions can arise suddenly and affect the rate of information technology spending and could adverselyaffect our customers’ ability or willingness to purchase our services, delay prospective customers’ purchasing decisions, reduce the value or duration of theirsubscriptions, or affect renewal rates, all of which could harm our operating results. In 2019, for example, the growth rate in the economy of the EU, China, orthe US, trade relations between the US and China, political uncertainty in the Middle East and other geopolitical events could directly or indirectly affect ourbusiness. Additionally, in connection with the June 2016 referendum by British voters to exit the EU (Brexit), the United Kingdom (the UK) and the EUannounced in March 2018 an agreement in principle to transitional provisions under which E.U. law would remain in force in the UK until the end ofDecember 2020, but this remains subject to the successful conclusion of a final withdrawal agreement between the parties. In the absence of such anagreement, there would be no transitional provisions and a “hard” exit of Britain from the European Union (hard Brexit) would occur on March 29, 2019.Although the terms of the UK’s future relationship with the EU are still unknown, it is possible that there will be a serious disruption of the E.U. financialservices leading to global economic consequences and increased regulatory and legal complexities, including potentially divergent national laws andregulations between the UK and the EU. The UK’s exit from the EU may also cause disruption or create uncertainty surrounding our business, includingaffecting our relationship with our existing and future customers, suppliers and employees and resulting in increased costs or operational challenges.In addition, the effects, if any, of global financial conditions on our business can be difficult to distinguish from the effects on our business fromproduct, pricing, and other developments in the markets specific to our products and our relative competitive strength. If we make incorrect judgments aboutour business for this reason our business and results of operations could be adversely affected.If we or our third-party service providers suffer a cyber-security event, we may lose customers and incur significant liabilities, any of which would harm ourbusiness and operating results.Our operations involve the storage, transmission and processing of our customers’ confidential, proprietary and sensitive data, including personallyidentifiable information, protected health information, financial information and, in some cases, government information. While we have security measures inplace designed to protect customer information and prevent data loss, these measures may be breached as a result of employee error or third-party actions,including unintentional events or deliberate attacks by cyber criminals, and result in someone obtaining unauthorized access to our customers’ data or ourdata, including our intellectual property and other confidential business information. In addition, third parties may attempt to fraudulently induceemployees, contractors, or users to disclose information to gain access to our data or our customers’ data, and we may be the target of email scams that attemptto acquire personal information or company assets. Additionally, because we do not control our third-party service providers, or the processing of data by ourthird-party service providers, we cannot ensure the integrity or security of measures they take to protect customer information and prevent data loss.Moreover, computer malware, viruses and hacking, phishing and denial of service attacks by third parties have become more prevalent in our industry, andhave occurred on our and our third-party service providers’ systems in the past and may occur on these systems in the future. Because techniques used tosabotage or obtain unauthorized access to systems change frequently and generally are not recognized until successfully launched against a target, we maybe unable to anticipate these techniques or to implement adequate preventative measures. We devote significant financial and personnel resources toimplement and maintain security measures; however, as cyber-security threats develop, evolve, and grow more complex over time, it may be necessary tomake significant further investments to protect data and infrastructure. A security breach suffered by us or our third-party service providers, an attack againstour service availability or unauthorized access or loss of data could result in a disruption to our service, litigation, the triggering of service availability,indemnification and other contractual obligations, regulatory investigations, government fines and penalties, reputational damage, loss of sales andcustomers, mitigation and remediation expenses and other significant costs and liabilities. In addition, we may incur significant costs and operationalconsequences of investigating, remediating, eliminating and putting in place additional tools and devices designed to prevent actual or perceived securityincidents, as well as the costs to comply with any notification obligations resulting from any security incidents. We also cannot be certain that our existinginsurance coverage will continue to be available on acceptable terms or will be available in sufficient amounts to cover the potentially significant losses thatmay result from a security incident or breach or that the insurer will not deny coverage as to any future claim.10Table of ContentsFurther, in most instances, our customers administer access to the data held in their particular instance for their own employees and service providers.We offer tools and support for what we believe are best practices to maintain security utilizing our services, but customers are not required to utilize thosetools or follow our suggested practices. As a result, or for other reasons, a customer may suffer a cyber-security event on its own systems, unrelated to our own,and as a result of that event, a malicious actor could obtain access to the customer’s information held on our platform. Even if such a breach is unrelated toour own security programs or practices, that breach could result in our incurring significant economic and operational costs in investigating, remediating,eliminating and putting in place additional tools and devices to further protect our customers from their own vulnerabilities, and could also result inreputational harm to us.As our business grows, we expect our revenue growth rate to continue to decline.We have experienced significant revenue growth in prior periods; however, our longer-term, revenue growth rate is declining, and we expect that it willcontinue to decline into the foreseeable future. We also expect our costs to increase in future periods as we continue to invest in our capacity to supportanticipated growth. These investments may not result in increased revenues or growth in our business. You should not rely on our revenue for any priorquarterly or annual periods as any indication of our future revenue growth. If we are unable to maintain consistent revenue or revenue growth, our stock pricecould be volatile.We may continue to incur losses in accordance with U.S. Generally Accepted Accounting Principles (GAAP) during future periods.Although we have recent reported quarterly results that were profitable on a GAAP basis, we have incurred net losses in all fiscal years since ourinception. Even if our revenues continue to increase, we may incur losses in accordance with GAAP during future periods due to increased costs such as non-cash charges associated with equity awards, business combinations and other expenses. Additionally, we may encounter unforeseen operating expenses,difficulties, complications, delays and other unforeseen or unpredictable factors that may result in increased costs. Furthermore, it is difficult to predict thesize and growth rate of our market, customer demand for our products, customer adoption and renewal rates, and the entry of competitive products or thesuccess of existing competitive products. As a result of these and other factors, we may not maintain profitability in the future, our gross margins and abilityto generate cash flow from operations may be negatively impacted. If we fail to increase our revenues sufficiently to keep pace with our growing investmentsand other expenses, our business, operating results and growth prospects will be adversely affected.Delays in the release of, or actual or perceived defects in, new or updated products may slow the adoption of our most recent technologies, reduce ourability to efficiently provide our services, decrease customer satisfaction, increase our vulnerability to cyber attacks, and adversely impact sales ofadditional products to our customers.We must successfully continue to release new products and updates to existing products. The success of any release depends on a number of factors,including our ability to manage the risks associated with quality or other defects or deficiencies, delays in the timing of releases or the adoption of releasesby customers, and other complications that may arise during the early stages of introduction. If releases are delayed or if customers perceive that our releasescontain bugs or other defects or are otherwise difficult to implement, customer adoption of our new products or updates may be adversely impacted, customersatisfaction may decrease, our ability to efficiently provide our services may be reduced, and our growth prospects may be harmed.Various factors, including our customers’ business, integration, migration and security requirements, or errors by us, our partners, or our customers, maycause implementations of our products to be delayed, inefficient or otherwise unsuccessful.Our business depends upon the successful implementation of our products by our customers. Increasingly, we, as well as our customers, rely on ournetwork of partners to deliver implementation services, and there may not be enough qualified implementation partners available to meet customer demand.Further, various factors, including our customers’ business, integration, migration and security requirements, or errors by us, our partners, or our customers,may cause implementations to be delayed, inefficient or otherwise unsuccessful. For example, changes in the functional requirements of our customers,delays in timeline, or deviation from recommended best practices may occur during the course of an implementation project. As a result of these and otherrisks, we or our customers may incur significant implementation costs in connection with the purchase, implementation and enablement of our products.Some customer implementations may take longer than planned or fail to meet our customers’ expectations, which may delay our ability to sell additionalproducts or result in customers canceling or failing to renew their subscriptions before our products have been fully implemented. Unsuccessful, lengthy, orcostly customer implementation and integration projects could result in claims from customers, harm to our reputation, and opportunities for competitors todisplace our products, each of which could have an adverse effect on our business and operating results.11Table of ContentsDisruptions or defects in our services could damage our customers’ businesses, subject us to substantial liability and harm our reputation and financialresults.From time to time, we experience defects in our services, and new defects may be detected in the future. For example, we provide regular updates to ourservices, which frequently contain undetected defects when first introduced or released. Defects may also be introduced by our use of third-party software,including open source software. Disruptions may result from errors we make in delivering, configuring or hosting our services, or designing, installing,expanding or maintaining our cloud infrastructure. Disruptions in service can also result from incidents that are outside of our control, including denial ofservice attacks. We currently serve our customers primarily using equipment managed by us and co-located in third-party data center facilities operated byseveral different providers located around the world. These centers are vulnerable to damage or interruption from earthquakes, hurricanes, floods, fires, powerloss and similar events. They may also be subject to break-ins, sabotage, intentional acts of vandalism and similar misconduct, equipment failure and adverseevents caused by operator error or negligence. Despite precautions taken at these facilities, problems at these facilities could result in lengthy interruptions inour services and the loss of customer data. In addition, our customers may use our services in ways that cause disruptions in service for other customers. Ourcustomers use our services to manage important aspects of their own businesses, and our reputation and business will be adversely affected if our customersand potential customers believe our services are unreliable. Disruptions or defects in our services may reduce our revenues, cause us to issue credits or paypenalties, subject us to claims and litigation, cause our customers to delay payment or terminate or fail to renew their subscriptions, and adversely affect ourability 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 for accounts receivable, an increase to our service level credit accruals orother increased expenses or risks of litigation. We may not have insurance sufficient to compensate us for the potentially significant losses that may resultfrom claims arising from disruptions in our services.Our operating results may vary significantly from period to period, and if we fail to meet the financial performance expectations of investors or securitiesanalysts, the price of our common stock could decline substantially.Our operating results may vary significantly from period to period as a result of various factors, some of which are beyond our control. For any quarterlyor annual period, there is a risk that our financial performance will not meet the financial guidance we have previously given for that period, or that we mayotherwise fail to meet the financial performance expectations of the securities analysts who issue reports on our company and our common stock price, or ofinvestors in our common stock. There is also a risk that we may issue forward-looking financial guidance for a quarterly or annual period that fails to meet theexpectations of such securities analysts or investors. If any of the foregoing occurs, for any reason either within or outside of our control, the price of ourcommon stock could decline substantially and investors in our common stock could incur substantial losses. Some of the important factors that may causeour revenues, operating results and cash flows to vary widely, or cause our forward-looking financial guidance to fall below the expectations of suchsecurities analysts or investors, include:•our ability to attract new customers, retain and increase sales to existing customers, and satisfy our customers’ requirements;•changes in our mix of products and services, including changes in our mix of cloud and self-hosted offerings;•changes in foreign currency exchange rates and our ability to effectively hedge our foreign currency exposure;•the rate of expansion and productivity of our sales force;•the number of new employees added;•the cost, timing and management effort for our development of new products and services;•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 adversely affect renewal rates;•the amount and timing of operating costs and capital expenditures related to the operation and expansion of our business;•seasonality in terms of when we enter into customer agreements for our services;•the length of the sales cycle for our services;•changes to our management team;•changes in our pricing policies, whether initiated by us or as a result of competition;•significant security breaches, technical difficulties or interruptions of our services;•new solutions, products or changes in pricing policies introduced by our competitors;•changes in effective tax rates;•changes in the average contract term of our customer agreements, changes in timing of renewals and changes in billings duration;•changes in our renewal rates and expansion within our existing customers;•the timing of customer payments and payment defaults by customers;•extraordinary expenses such as litigation costs or damages, including settlement payments;12Table of Contents•the costs associated with acquiring new businesses and technologies and the follow-on costs of integration, including the tax effects ofacquisitions;•the impact of new accounting pronouncements;•changes in laws or regulations impacting the delivery of our services;•our ability to comply with privacy laws and regulations, including the General Data Protection Regulation (the GDPR) and the CaliforniaConsumer Privacy Act (the CCPA);•significant litigation or regulatory actions relating to claims of intellectual property infringement, violation of privacy laws, employment mattersor any other significant matter;•the amount and timing of equity awards and the related financial statement expenses; and•our ability to accurately estimate the total addressable market for our products and services.Changes in our effective tax rate could impact our financial results.We are subject to income taxes in the United States and various foreign jurisdictions. We believe that our provision for income taxes is reasonable, butthe ultimate tax outcome may differ from the amounts recorded in our financial statements and may materially affect our financial results in the period orperiods in which such outcome is determined. Our effective tax rate could be adversely affected by changes in the mix of earnings and losses in countrieswith differing statutory tax rates, certain non-deductible expenses, the valuation of deferred tax assets and liabilities and the effects of acquisitions. Increasesin our effective tax rate would reduce our profitability or in some cases increase our losses.Additionally, our future effective tax rate could be impacted by changes in accounting principles or changes in U.S. federal, state or international taxlaws or tax rulings. The U.S. enacted significant tax reform under the Tax Cuts and Jobs Act of 2017 (the Tax Act). The U.S. Department of Treasury has broadauthority to issue regulations and interpretative guidance that may significantly impact how we will apply the law, which could affect our results ofoperations in the period issued. Many countries and organizations such as the Organization for Economic Cooperation and Development are activelyconsidering changes to existing tax laws or have proposed or enacted new laws that could increase our tax obligations in countries where we do business orcause us to change the way we operate our business. Recent global tax developments applicable to multinational businesses and increased scrutiny under taxexaminations could have a material impact on our business and negatively affect our financial results. Any changes in federal, state or international tax lawsor tax rulings may increase our worldwide effective tax rate and harm our financial position and results of operations.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 computing companies. Although we believe our income tax liabilities are reasonably estimated and accounted for in accordancewith applicable laws and principles, an adverse resolution of one or more uncertain tax positions in any period could have a material impact on our results ofoperations for that period.Our financial results may be adversely affected by changes in accounting principles applicable to us.We prepare our financial statements in accordance with GAAP, which are subject to interpretation or changes by the Financial Accounting StandardsBoard (FASB), the SEC and other bodies formed to promulgate and interpret appropriate accounting principles. New accounting pronouncements andchanges in accounting principles have occurred in the past and are expected to occur in the future, which may have a significant effect on our financialresults. For example, in May 2014, the FASB issued Accounting Standards Update (ASU) 2014-09, “Revenue from Contracts with Customers (Topic 606),”which became effective for our interim and annual periods beginning January 1, 2018. Refer to Note 2 in the notes to our consolidated financial statementsincluded elsewhere in this Annual Report on Form 10-K for additional information on Topic 606 and its impact on us. If modifications to our accountingsystems and internal controls implemented for the adoption of new accounting principles such as Topic 606 are insufficient, our financial position andoperating results could be adversely affected.13Table of ContentsForeign currency exchange rate fluctuations could harm our financial results.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 mayimpact our consolidated revenues and operating results due to transactional and translational remeasurement that is reflected in our earnings. It is particularlydifficult to forecast any impact from exchange rate movements, so there is risk that unanticipated currency fluctuations could adversely affect our financialresults or cause our results to differ from investor expectations or our own guidance in any future periods. In addition, the announcement of Brexit adverselyimpacted global markets, including currencies, and resulted in a decline in the value of the British pound, as compared to the U.S. Dollar and othercurrencies. Volatility in exchange rates and global financial markets is expected to continue due to a number of factors, including uncertainty surroundingBrexit and the recent political and economic uncertainty globally.In 2018, we began using derivative instruments, such as foreign currency forwards, to hedge certain exposures to fluctuations in foreign currencyexchange rates. These hedging contracts may reduce, but cannot entirely eliminate, the impact of adverse currency exchange rate movements. Further,unanticipated changes in currency exchange rates may result in poorer overall financial performance than if we had not engaged in anysuch hedging transactions. Moreover, for a number of reasons, including our limited experience with these hedging contracts, we may not seek or be able toestablish a perfect correlation between such hedging instruments and the exposures being hedged. Any such imperfect correlation may prevent us fromachieving the intended hedge, and could and expose us to a greater overall risk of loss than had we not undertaken the hedging strategy.Lawsuits against us by third-parties that allege we infringe their intellectual property rights could harm our business and operating results.There is considerable patent and other intellectual property development activity in our industry. Many companies in our industry, including ourcompetitors and other third parties, as well as non-practicing entities, own large numbers of patents, copyrights, trademarks and trade secrets, which they mayuse to assert claims of patent infringement, misappropriation or other violations of intellectual property rights against us.Moreover, the patent portfolios of most of our competitors are larger than ours. This disparity may increase the risk that our competitors may sue us forpatent infringement and may limit our ability to counterclaim for patent infringement or settle through patent cross-licenses. From time to time, ourcompetitors or other third parties, including patent holding companies seeking to monetize patents they have purchased or otherwise obtained, may claimthat we are infringing upon their intellectual property rights. For example, we recorded charges for aggregate legal settlements of $270.0 million in ourconsolidated statement of comprehensive loss during the year ended December 31, 2016. The charge covers the fulfillment by us of all financial obligationsunder settlement agreements with BMC and HPE, with no remaining financial obligations to BMC or HPE under either settlement.In any intellectual property litigation, regardless of the scope or merits of the claims at issue, we may incur substantial attorney’s fees and otherlitigation expenses and, if the claims are successfully asserted against us and we are found to be infringing upon the intellectual property rights of others, wecould be required to: pay substantial damages and/or make substantial ongoing royalty payments; cease offering our products and services; modify ourproducts and services; comply with other unfavorable terms, including settlement terms; and indemnify our customers and business partners and obtaincostly licenses on their behalf and refund fees or other payments previously paid to us. Further, upon expiration of the term of any third-party agreements thatallow us to use their intellectual property, we may be unable to renew such agreements on favorable terms, if at all, in which case we may face intellectualproperty litigation. The mere existence of any lawsuit, or any interim or final outcomes, and the course of its conduct and the public statements related to it(or absence of such statements) by the courts, press, analysts and litigants, could be unsettling to our customers and prospective customers and could cause anadverse impact to our customer satisfaction and related renewal rates and cause us to lose potential sales, and could also be unsettling to investors orprospective investors in our common stock and could cause a substantial decline in the price of our common stock. Accordingly, any claim or litigationagainst us could be costly, time-consuming and divert the attention of our management and key personnel from our business operations and harm ourfinancial condition and operating results.14Table of ContentsOur intellectual property protections may not provide us with a competitive advantage, and defending our intellectual property may result in substantialexpenses that harm our operating results.Our success depends to a significant degree on our ability to protect our proprietary technology and our brand under a combination of patent and otherintellectual property laws of the United States and other jurisdictions. Though we seek patent protection for our technology, we may not be successful inobtaining patent protection, and any patents acquired in the future may not provide us with competitive advantages, or may be successfully challenged bythird parties. Furthermore, legal standards relating to the validity, enforceability and scope of protection of intellectual property rights are uncertain. Any ofour intellectual property rights may be challenged by others or invalidated through administrative process or litigation. Effective patent, trademark,copyright and trade secret protection may not be available to us in every country in which our services are available. The laws of some foreign countries maynot be as protective of intellectual property rights as those in the United States, and mechanisms for enforcement of intellectual property rights may beinadequate. We may be required to spend significant resources to monitor and protect our intellectual property rights. We have initiated, and in the futuremay initiate, claims or litigation against third parties for infringement of our proprietary rights or to establish the validity of our proprietary rights. Anylitigation, whether or not it is resolved in our favor, could result in significant expense to us, divert the efforts of our technical and management personneland may result in counter-claims with respect to infringement of intellectual property rights by us. If we are unable to prevent third parties from infringingupon or misappropriating our intellectual property, or are required to incur substantial expenses in defending our intellectual property rights, our businessand operating results may be adversely affected.If we are unsuccessful in increasing our penetration of international markets or managing the risks associated with foreign markets, our business andoperating results will be adversely affected.Sales outside of North America represented approximately 34% and 33% of our total revenues for the years ended December 31, 2018 and 2017,respectively. Our business and future prospects depend on increasing our international sales as a percentage of our total revenues, and the failure to growinternationally will harm our business. Additionally, operating in international markets requires significant investment and management attention and willsubject us to regulatory, political and economic risks that are different from those in the United States. We have made, and will continue to make, substantialinvestments in data centers and cloud computing infrastructure, sales, marketing, personnel and facilities as we enter and expand in new geographic markets.When we make these investments, it is typically unclear whether, and when, sales in the new market will justify our investments, and we may significantlyunderestimate the level of investment and time required to be successful, or whether we will be successful. Our rate of acquisition of new large enterprisecustomers, a factor effecting our growth, has generally been lower in Africa, Asia, Eastern Europe, South America and other markets in which we are lessestablished and where there may be increased operational and intellectual property risks, as compared to North America, Australia and areas within WesternEurope. An increasing proportion of the large enterprises that are not yet our customers are located in emerging markets where we are less established. Wehave experienced, and may continue to experience, difficulties in some of our investments in geographic expansion, including in hiring qualified salesmanagement personnel, penetrating the target market, and/or managing foreign operations in such locales.Risks inherent with international sales include without limitation:•compliance with multiple, conflicting and changing governmental laws and regulations, including employment, tax, competition, privacy anddata protection laws and regulations, including the GDPR;•compliance by us and our business partners with international bribery and anti-corruption laws, including the UK Bribery Act and the ForeignCorrupt Practices Act;•the risk that illegal or unethical activities of our local employees or business partners will be attributed to or result in liability to us or damage toreputation;•longer and potentially more complex sales cycles;•longer accounts receivable payment cycles and other collection difficulties;•tax treatment of revenues from international sources and changes to tax codes, including being subject to foreign tax laws and being liable forpaying withholding, income or other taxes in foreign jurisdictions;•different pricing and distribution environments;•foreign currency fluctuations, which may cause transactional and translational remeasurement losses;•potential changes in international trade policies, agreements and practices, including the adoption and expansion of formal or informal traderestrictions or regulatory frameworks or business practices favoring local competitors;•potential threatening state-sponsored actions, including cybersecurity threats, directed at local data centers, customers or end-users;•local business practices and cultural norms that may favor local competitors; and•localization of our services, including translation into foreign languages and associated expenses.15Table of ContentsIf we are unable to manage these risks, if our required investments in these international markets are greater than anticipated, or if we are unsuccessful inincreasing sales in emerging markets, our revenue growth rate, business and operating results will be adversely affected.We do business with federal, state and local governments, government agencies, and heavily regulated organizations in the U.S. and in foreignjurisdictions; as a result we face risks related to the procurement process, budget decisions driven by statutory and regulatory determinations, terminationof contracts, and compliance with government contracting requirements.We provide products and services to the U.S. government by leveraging our partner ecosystem and to a number of state and local governments andheavily-regulated organizations both through our partners and directly, and we have made, and may continue to make, significant investments to supportfuture sales opportunities in the federal, state and local government sectors. A substantial majority of our sales to date to government entities have been madeindirectly through our distribution and reseller partners. Doing business with government entities presents a variety of risks. Among other risks, theprocurement process for governments and their agencies is highly competitive and can be time-consuming, requiring us to incur significant up-front time andexpense, such as engaging lobbyists, which subjects us to additional compliance risks and costs, without any assurance that we (or a third-party reseller) willwin a contract. Beyond this, demand for our products and services may be impacted by public sector budgetary cycles and funding availability; funding inany given fiscal cycle may be reduced or delayed, including in connection with an extended federal government shutdown, which could adversely impactdemand for our products and services. In addition, public sector and heavily-regulated customers may have contractual, statutory or regulatory rights toterminate current contracts with us or our third-party distributors or resellers for convenience or due to a default, though such risk may be assumed by suchthird-party distributor or reseller. If a contract is terminated for convenience, we may only be able to collect fees for products or services delivered prior totermination and settlement expenses. If a contract is terminated due to a default, we may be liable for excess costs incurred by the customer for procuringalternative products or services or be precluded from doing further business with government entities. Further, entities providing services to governments arerequired to comply with a variety of complex laws, regulations, and contractual provisions relating to the formation, administration, or performance ofgovernment contracts that give public sector customers substantial rights and remedies, many of which are not typically found in commercial contracts.These may include rights with respect to price protection, the accuracy of information provided to the government, contractor compliance with supplierdiversity policies, and other terms that are particular to government contracts, such as termination rights. These rules may apply to us and/or third partiesthrough whom we resell our products and services and whose practices we may not control, where such parties’ non-compliance could impose repercussionswith respect to contractual and customer satisfaction issues. Federal, state, and local governments routinely investigate and audit contractors for compliancewith these requirements. If, as a result of an audit or review, it is determined that we have failed to comply with these requirements, we may be subject to civiland criminal penalties and administrative sanctions, including termination of contracts, forfeiture of profits, cost associated with the triggering of pricereduction clauses, fines, and suspensions or debarment from future government business, and we may suffer harm to our reputation.Our customers also include a number of non-U.S. governments. Similar procurement, budgetary, contract, and audit risks that apply in the context ofU.S. government contracting also apply to our doing business with these entities, particularly in certain emerging markets where our customer base is lessestablished. In addition, compliance with complex regulations and contracting provisions in a variety of jurisdictions can be expensive and consumesignificant management resources. In certain jurisdictions, our ability to win business may be constrained by political and other factors unrelated to ourcompetitive position in the market. Additionally, many of our current and prospective customers, such as those in the financial services and health careindustries, are highly regulated and may be required to comply with more stringent regulations in connection with subscribing to and implementing ourservices. Each of these difficulties could materially adversely affect our business and results of operations.16Table of ContentsIf we fail to comply with anti-corruption laws, including the FCPA and similar laws associated with our activities outside of the United States, as well asgeneral trade regulations, including but not limited to economic sanctions and embargoes, we could be subject to penalties, our business could bematerially adversely affected and we could be subject to civil and/or criminal sanctions.We are subject to the U.S. Foreign Corrupt Practices Act of 1977, as amended (FCPA), the U.S. domestic bribery statute contained in 18 U.S.C. §201, theUK Bribery Act, and possibly other anti-bribery laws in countries in which we conduct activities. We face significant risks if we fail to comply with the FCPAand other anti-corruption laws that prohibit companies and their employees and third-party intermediaries from promising, authorizing, offering, orproviding, directly or indirectly, improper payments or benefits to foreign government officials, political parties, and private-sector recipients for the purposeof obtaining or retaining business, directing business to any person, or securing any advantage. In addition, we use various third parties to sell our solutionand conduct our business abroad. We or our third-party intermediaries may have direct or indirect interactions with officials and employees of governmentagencies or state-owned or affiliated entities and we can be held liable for the corrupt or other illegal activities of these third-party intermediaries, ouremployees, representatives, contractors, partners, and agents, even if we do not explicitly authorize such activities. We have implemented and continue toupdate an anti-corruption compliance program but cannot assure you that all of our employees and agents, as well as those companies to which we outsourcecertain of our business operations, will not take actions in violation of our policies and applicable law, for which we may be ultimately held responsible.As we continue to expand our business internationally, we will inevitably do more business with large enterprises and the public sector in countriesthat are perceived to have heightened levels of public sector corruption. Increased business in countries perceived to have heightened levels of corruptioncould subject us and our officers and directors to increased scrutiny and increased liability from our business operations.In addition, we are subject to compliance with general trade regulations relating to doing business outside the United States, including certainrestrictions on conducting trade in certain restricted countries or with certain entities or individuals.Any violation of the FCPA, other applicable anti-corruption laws general trade regulations by our own employees or our third-party intermediaries,could result in regulatory investigations, whistleblower complaints, adverse media coverage and/or severe criminal or civil sanctions, which could have amaterially adverse effect on our reputation, business, operating results, and prospects. In addition, responding to any enforcement action may result in asignificant diversion of management’s attention and resources and significant defense costs.If we lose key employees or are unable to attract and retain the employees we need, our business and operating results will be adversely affected.Our success depends largely upon the continued services of our management team, including our Chief Executive Officer, and many key individualcontributors. From time to time in the ordinary course of business, there may be changes in our management team resulting from the hiring or departure ofexecutives. While we seek to manage these transitions carefully, including by establishing strong processes and procedures and succession planning, suchchanges may result in a loss of institutional knowledge and cause disruptions to our business.In the technology industry, there is substantial and continuous competition for engineers with high levels of experience in designing, developing andmanaging software and Internet-related solutions, as well as competition for sales executives and operations personnel. We may not be successful inattracting and retaining qualified personnel. We have from time to time experienced, and we may continue to experience, difficulty in hiring and retaininghighly skilled employees with appropriate qualifications, and may not be able to fill positions in desired geographic areas or at all. In particular, competitionfor experienced software and cloud computing infrastructure engineers in the San Francisco Bay area, San Diego, Seattle, London, Amsterdam andHyderabad, our primary operating locations, is intense. Our employees, including our executive officers, are employed by us on an “at-will” basis, whichmeans they may terminate their employment with us at any time. If we fail to attract new personnel or fail to retain and motivate our current personnel, ourbusiness and future growth prospects could be adversely affected.17Table of ContentsPrivacy laws and concerns, evolving regulation of cloud computing, cross-border data transfer restrictions, other foreign and domestic regulations andstandards related to personal data and the Internet may adversely affect our business.National and local governments or agencies have in the past adopted, and may in the future adopt, laws and regulations affecting data privacy, the useof the Internet as a commercial medium, and data sovereignty requirements concerning the location of data centers that store and process data. Changinglaws, regulations and standards applying to the collection, transfer, processing, storage or use of personal data could affect our customers’ ability to use andshare data, potentially restricting our ability to store, process and share data with our customers in connection with providing our services, and in some cases,could impact our ability to offer our services in certain locations or our customers’ ability to deploy our services globally. For example, in 2016 the EUadopted the GDPR, which took effect on May 25, 2018 and established new requirements applicable to the handling of personal data. In the UnitedKingdom, a Data Protection Bill that substantially implements the GDPR also became law in May 2018. Further, laws such as the EU’s proposed e-PrivacyRegulation are increasingly aimed at the use of personal information for marketing purposes, the tracking of individuals’ online activities and the “right to beforgotten,” requiring a company to delete certain information about individuals upon their request in certain circumstances. Although we do not believeBrexit will require us to alter our operations in any material way, Brexit may cause uncertainty for our customers. In addition, in June 2018 the CCPA wassigned into law, which takes effect in July 2020 and broadly defines personal information and provides California consumers increased privacy rights andprotections. The CCPA will, among other things, require covered companies to provide new disclosures to California consumers, and afford such consumersnew abilities to opt-out of certain sales of personal information, when it goes into effect on July 1, 2020. Legislators have stated that they intend to proposeamendments to the CCPA before it goes into effect, and it remains unclear what, if any, modifications will be made to this legislation or how it will beinterpreted. The effects of the CCPA potentially are significant, however, and may require us to modify our data processing practices and policies and to incursubstantial costs and expenses in an effort to comply. The costs of compliance with, and other burdens imposed by, the GDPR, the e-Privacy Regulation, the CCPA and other privacy laws, regulations andstandards may cause us to incur substantial operational costs or require us to modify our data handling practices, may limit the use and adoption of ourservices and reduce overall demand for our services. In addition, non-compliance could result in proceedings against us by governmental entities or others,significant fines, and may otherwise adversely impact our business, financial condition and operating results.In addition to government activity, privacy advocacy groups and other technology and industry groups have established or may establish various new,additional or different self-regulatory standards that may place additional burdens on us. Our customers may expect us to meet voluntary certifications oradhere to other standards established by third parties. If we are unable to maintain these certifications or meet these standards, it could reduce demand for ourapplications and adversely affect our business.Because we generally recognize revenues from our subscription service over the subscription term, a decrease in new subscriptions or renewals during areporting period may not be immediately reflected in our operating results for that period.We generally recognize revenues from customers ratably over the terms of their subscriptions. Net new ACV from new subscriptions, expansioncontracts and renewals entered into during a period can generally be expected to generate revenue for the duration of the subscription term. As a result, mostof the revenues we report in each period are derived from the recognition of deferred revenues relating to subscriptions entered into during previous periods.Consequently, a decrease in new or renewed subscriptions in any single reporting period will have a limited impact on our revenues for that period. Inaddition, our ability to adjust our cost structure in the event of a decrease in new or renewed subscriptions may be limited.Further, a decline in new subscriptions or renewals in a given period may not be fully reflected in our revenues for that period, but will negatively affectour revenues in future periods. Accordingly, the effect of significant downturns in sales and market acceptance of our services, and changes in our rate ofrenewals, may not be fully reflected in our results of operations until future periods. Our subscription model also makes it difficult for us to rapidly increaseour revenues through additional sales in any period, as revenues from new customers are generally recognized over the applicable subscription term.Additionally, due to the complexity of certain of our customer contracts, the actual revenue recognition treatment required under Topic 606 will depend oncontract-specific terms and may result in greater variability in revenues from period to period.In addition, a decrease in new subscriptions or renewals in a reporting period may not have an immediate impact on billings for that period due tofactors that may offset the decrease, such as an increase in billings duration, the dollar value of contracts with future start dates, or the dollar value ofcollections in the current period related to contracts with future start dates.18Table of ContentsWe rely on our network of partners for a portion of our revenues, and if these partners fail to perform, our ability to sell and distribute our products may belimited, and our operating results may be harmed.A portion of our revenues is generated by sales through our network of partners, including distributors and resellers. In addition, we increasingly rely onour partners to provide professional services, including customer implementations. While we provide our partners with training and programs, includingaccreditations and certifications, these programs may not be effective or utilized consistently. In addition, new partners may require extensive training andmay take significant time and resources to achieve productivity. Our partners may subject us to lawsuits, potential liability, and reputational harm if, forexample, any of our partners misrepresent the functionality of our platform or products to customers, fail to perform services to our customers’ expectations,or violate laws or our corporate policies. In addition, our partners may utilize our platform to develop products and services that could potentially competewith products and services that we offer currently or in the future. Concerns over competitive matters or intellectual property ownership could constrain thesepartnerships. If we fail to effectively manage and grow our network of partners, or properly monitor the quality and efficacy of their service delivery, ourability to sell our products and efficiently provide our services may be impacted, and our operating results may be harmed.As we acquire or invest in companies and technologies, we may not realize the expected business or financial benefits and the acquisitions and investmentsmay divert our management’s attention and result in additional dilution to our stockholders.We have acquired or invested in companies and technologies in the past as part of our business strategy and may continue to evaluate (and from time totime, execute) potential strategic transactions, including acquisitions of, or investments in, businesses, technologies, services, products and other assets in thefuture. We also may enter into relationships with other businesses to expand our service offerings, functionality or our ability to provide services ininternational locations, which could involve preferred or exclusive licenses, additional channels of distribution, discount pricing or investments in othercompanies. Although we conduct a reasonably extensive due diligence with each of the entities with which we engage for a potential strategic transaction,our due diligence efforts may not reveal every material concern that may exist either with respect to the target entity or our assumptions surrounding theresulting combination. Acquisitions and investments involve numerous risks, including:•assimilating or integrating the businesses, technologies, products, personnel or operations of the acquired companies;•failing to achieve the expected benefits of the acquisition or investment;•potential loss of key employees of the acquired company;•inability to maintain relationships with customers and partners of the acquired business;•unanticipated expenses related to acquired technology and its integration into our existing technology;•potential adverse tax consequences;•inability to generate sufficient revenue to offset acquisition or investment costs;•disruption to our business and diversion of management attention and other resources;•potential financial and credit risks associated with acquired customers;•dependence on acquired technologies or licenses for which alternatives may not be available to us without significant cost or complexity;•in the case of foreign acquisitions, the challenges associated with integrating operations across different cultures and languages and any currencyand regulatory risks associated with specific countries; and•potential unknown liabilities associated with the acquired businesses.In addition, we may have to pay cash, incur debt, or issue equity or equity-linked securities to pay for any future acquisitions, each of which couldadversely affect our financial condition or the market price of our common stock. Furthermore, if we finance acquisitions by issuing equity or convertible orother debt securities or loans, our existing stockholders may be diluted, or we could face constraints related to the terms of and repayment obligation relatedto the incurrence of indebtedness that could affect the market price of our common stock. The occurrence of any of these risks could harm our business,operating results and financial condition.19Table of ContentsOur use of open source software could harm our ability to sell our services and subject us to possible litigation.Our products incorporate software licensed to us by third-party authors under open source licenses, and we expect to continue to incorporate opensource software into other services in the future. We attempt to monitor our use of open source software in an effort to avoid subjecting our services to adverselicensing conditions. 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.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 orsignificant deficiencies. If material weaknesses are identified or we are not able to comply with the requirements of Section 404 in a timely manner, ourreported financial results could be materially misstated or could subsequently require restatement, we could receive an adverse opinion regarding our internalcontrol over financial reporting from our independent registered public accounting firm, we could be subject to investigations or sanctions by regulatoryauthorities and we could incur substantial expenses. New accounting principles, such as the new revenue recognition standards that became effective for usbeginning January 1, 2018, require significant changes to our existing processes and controls. We may not be able to effectively implement system andprocess changes required for new standards on a timely basis. Any delays or failure to update our systems and processes could also lead to a materialweakness or significant deficiency.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, pandemics,terrorism, political unrest, telecommunications failure, vandalism, cyber-attacks, geopolitical instability, war, the effects of climate change (such as drought,wildfires, increased storm severity and sea level rise) and other events beyond our control. Although we maintain crisis management and disaster responseplans, such events could make it difficult or impossible for us to deliver our services to our customers, could decrease demand for our services, and couldcause us to incur substantial expense. Our insurance may not be sufficient to cover losses or additional expense that we may sustain in connection with anynatural disaster. The majority of our research and development activities, corporate offices, information technology systems, and other critical businessoperations are located near major seismic faults in California and Washington. Customer data could be lost, significant recovery time could be required toresume operations and our financial condition and operating results could be adversely affected in the event of a major natural disaster or catastrophic event.20Table of ContentsRisks Related to Our Convertible Senior NotesWe may not have the ability to raise the funds necessary to settle conversions of our convertible senior notes due 2022 (the 2022 Notes) in cash or torepurchase the 2022 Notes upon a fundamental change, and our future debt may contain limitations on our ability to pay cash upon conversion orrepurchase of the 2022 Notes.Holders of the 2022 Notes have the right to require us to repurchase all or a portion of their 2022 Notes upon the occurrence of a fundamental change(as defined in the indenture for the 2022 Notes) at a repurchase price equal to 100% of the principal amount of the 2022 Notes to be repurchased, plusaccrued and unpaid special interest, if any. In addition, if a make-whole fundamental change (as defined in the indenture for the 2022 Notes) occurs prior tothe maturity date of the 2022 Notes, we will in some cases be required to increase the conversion rate for a holder that elects to convert its 2022 Notes inconnection with such make-whole fundamental change. Upon conversion of the 2022 Notes, unless we elect to deliver solely shares of our common stock tosettle such conversion (other than paying cash in lieu of delivering any fractional shares), we will be required to make cash payments in respect of the 2022Notes being converted. However, we may not have enough available cash or be able to obtain financing at the time we are required to make repurchases ofthe 2022 Notes surrendered therefor or pay cash with respect to the 2022 Notes being converted.We and our subsidiaries may incur substantial additional debt in the future, subject to the restrictions contained in our future debt instruments, some ofwhich may be secured debt. We are not restricted under the terms of the indenture governing the 2022 Notes from incurring additional debt, securing existingor future debt, recapitalizing our debt or taking a number of other actions that could have the effect of diminishing our ability to make payments on the 2022Notes when due. Furthermore, the indenture for the 2022 Notes prohibits us from engaging in certain mergers or acquisitions unless, among other things, thesurviving entity assumes our obligations under the 2022 Notes and the indenture. These and other provisions in the indenture could deter or prevent a thirdparty from acquiring us even when the acquisition may be favorable to holders of the 2022 Notes.In addition, our ability to repurchase or to pay cash upon conversion of the 2022 Notes may be limited by law, regulatory authority or agreementsgoverning our future indebtedness. Our failure to repurchase the 2022 Notes at a time when the repurchase is required by each indenture or to pay cash uponconversion of the 2022 Notes as required by the indenture would constitute a default. A default under the indenture or the fundamental change itself couldalso lead 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 2022 Notes, or to pay cash upon conversion of the 2022 Notes.The conditional conversion feature of the 2022 Notes may adversely affect our financial condition and operating results.Prior to the business day immediately preceding February 1, 2022, the holders of the 2022 Notes may elect to convert their notes during any calendarquarter (and only during such calendar quarter) if the last reported sale price of our common stock for at least 20 trading days during the period of 30consecutive trading days ending on the last trading day of the immediately preceding calendar quarter is greater than or equal to $175.18 (the ConversionCondition). The Conversion Condition was met for the 2022 Notes during the three months ended June 30, 2018 and September 30, 2018. Therefore, the2022 Notes became convertible at the holders’ option beginning on July 1, 2018 and continued to be convertible at the holders’ option through December31, 2018. The Conversion Condition was not met for the 2022 Notes for the three months ended December 31, 2018, and therefore the 2022 Notes are notconvertible at the holders’ option for the quarter ending March 31, 2019. If one or more holders elect to convert their 2022 Notes in future periods, unless weelect to satisfy our conversion obligation by delivering solely shares of our common stock (other than paying cash in lieu of delivering any fractional share),we may settle all or a portion of our conversion obligation in cash, which could adversely affect our liquidity and result in a material adverse effect on ourfinancial position, results of operations and cash flows. In addition, to the extent we receive conversion requests, we may also record a loss on earlyconversions of the 2022 Notes converted by noteholders based on the difference between the fair market value allocated to the liability component on thesettlement date and the net carrying amount of the liability component and unamortized debt issuance on the settlement date.21Table of ContentsThe convertible note hedge and warrant transactions may affect the value of the 2022 Notes and our common stock.In connection with the sale of the 2022 Notes and our convertible senior notes due 2018 (the 2018 Notes), we entered into convertible note hedge (the2022 Note Hedge and 2018 Note Hedge, respectively) transactions with certain financial institutions (option counterparties). We also entered into warranttransactions with the option counterparties pursuant to which we sold warrants for the purchase of our common stock (the 2022 Warrants and 2018 Warrants,respectively). The 2018 Note Hedge offset the dilution and cash payments in excess of the principal amount of the converted 2018 Notes and expired uponthe maturity date of the 2018 Notes, which was November 1, 2018. The 2022 Note Hedge is expected generally to reduce the potential dilution upon anyconversion of the 2022 Notes and/or offset any cash payments we are required to make in excess of the principal amount of converted 2022 Notes, as the casemay be. The warrant transactions could separately have a dilutive effect to the extent that the market price per share of our common stock exceeds theexercise price of the 2022 Warrants or 2018 Warrants, which is $203.40 and $107.46, respectively. As the 2018 Warrants and the 2022 Warrants will be netshare settled, the total number of shares of our common stock we will issue depends on the daily volume-weighted average stock prices over a 60 trading dayperiod beginning on the first expiration date of the 2018 Warrants, which is was February 1, 2019, and the first expiration date of the 2022 Warrants, whichwill be September 1, 2022. We have issued and expect to continue to issue additional shares of our common stock in the first half of 2019 upon the automaticexercise of the 2018 Warrants. Additionally, we expect to issue additional shares of our common stock in the second half of 2022 upon the automaticexercise of the 2022 Warrants. Based on the volume-weighted average stock price on February 1, 2019, the total number of shares of our common stock to beissued upon the exercise of the 2018 Warrants would be approximately 4.0 million, resulting in immediate and substantial dilution to our existingstockholders. Similarly, the 2022 Warrants could have a dilutive effect to the extent that the daily volume-weighted average stock prices over a 60 tradingday period beginning on September 1, 2022 exceeds the strike price of the 2022 Warrants. Based on the volume-weighted average stock price on February 1,2019, the total number of shares of our common stock to be issued upon the automatic exercise of the 2022 warrants would be approximately 0.4 million. Theactual number of shares of our common stock issuable upon the automatic exercise of the 2022 warrants, if any, is unknown at this time. Refer to Note 11 inthe notes to our consolidated financial statements included elsewhere in this Annual Report on Form 10-K for additional information.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 2022 Notes (and arelikely to do so during any observation period related to a conversion of the 2022 Notes, or following any repurchase of the 2022 Notes by us on anyfundamental change repurchase date (as defined in the indentures for the 2022 Notes) or otherwise). This activity could also cause or avoid an increase or adecrease in the market price of our common stock or the 2022 Notes, which could affect note holders’ ability to convert the 2022 Notes and, to the extent theactivity occurs during any observation period related to a conversion of the 2022 Notes, it could affect the amount and value of the consideration that noteholders will receive upon conversion of the 2022 Notes.The potential effect, if any, of these transactions and activities on the market price of our common stock or the 2022 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 2022Notes (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 theconversion of any 2022 Notes) and, under certain circumstances, the ability of the note holders to convert the 2022 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 2022 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.We are subject to counterparty risk with respect to the 2022 Note Hedge.The option counterparties are financial institutions, and we will be subject to the risk that any or all of them may default under the 2022 Note Hedge.Our exposure to the credit risk of the option counterparties will not be secured by any collateral. Recent global economic conditions have resulted in theactual or perceived failure or financial difficulties of many financial institutions. If an option counterparty becomes subject to insolvency proceedings, wewill become an unsecured creditor in those proceedings, with a claim equal to our exposure at that time under our transactions with that option counterparty.Our exposure will depend on many factors but, generally, an increase in our exposure will be correlated to an increase in the market price and in the volatilityof our common stock. In addition, upon a default by an option counterparty, we may suffer adverse tax consequences and more dilution than we currentlyanticipate with respect to our common stock. We can provide no assurances as to the financial stability or viability of the option counterparties.22Table of Contents Risks Related to Ownership of Our Common StockThe market price of our common stock has historically been and is likely to continue to be volatile and 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. In addition, the trading prices of the securities of technology companies in general have been highlyvolatile, and the volatility in market price and trading volume of securities is often unrelated or disproportionate to the financial performance of thecompanies issuing the securities. Factors affecting the market price of our common stock, some of which are beyond our control, include:•changes in the estimates of our operating results or changes in recommendations by securities analysts that elect to follow our common stock;•announcements of new products, services or technologies, new applications or enhancements to services, strategic alliances, acquisitions, or othersignificant events by us or by our competitors;•fluctuations in the valuation of companies perceived by investors to be comparable to us, such as high-growth or cloud companies;•changes to our management team;•trading activity by directors, executive officers and significant stockholders, or the perception in the market that the holders of a large number ofshares intend to sell their shares;•the size of our market float;•the volume of trading in our common stock, including sales upon exercise of outstanding options or vesting of equity awards or sales andpurchases of any common stock issued upon conversion of the 2022 Notes or in connection with the 2022 Note Hedge and 2022 Warranttransactions relating to the 2022 Notes, or 2018 Warrant transactions relating to the 2018 Notes;•the economy as a whole, market conditions in our industry, and the industries of our customers; and•overall performance of the equity markets.Following periods of volatility in the market price of a company’s securities, securities class action litigation has often been brought against thatcompany. Securities litigation could result in substantial costs and divert our management’s attention and resources from our business. This could have amaterial adverse effect on our business, operating results, and financial condition.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.23Table of ContentsProvisions in our charter documents, Delaware law, our 2022 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 (though our restated bylaws have implemented stockholder proxy access).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 2022 Notes may delay or prevent a change in control of our company, because those provisionsallow note holders to require us to repurchase such notes upon the occurrence of a fundamental change.24Table of ContentsITEM 1B.UNRESOLVED STAFF COMMENTSNone.ITEM 2.PROPERTIESOur principal office is located in Santa Clara, California, where we lease approximately 608,000 square feet of space under three lease agreements. Wealso have approximately 510,000 square feet of expansion space that is currently under development by the landlord under two additional lease agreements.We also maintain offices in various North American, South American, European and Asian countries. All of our properties are currently leased. We believeour existing facilities are adequate to meet our current requirements. See Note 18 in the notes to our consolidated financial statements included elsewhere inthis Annual Report on Form 10-K for more information about our lease commitments. We expect to expand our facilities capacity as our employee basegrows. We believe we will be able to obtain such space on acceptable and commercially reasonable terms.ITEM 3.LEGAL PROCEEDINGSFrom 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, we are not presently a party to any legal proceedings that, if determined adversely to us, would individually or takentogether have a material adverse effect on our business, financial position, results of operations or cash flows.ITEM 4.MINE SAFETY DISCLOSURESNot applicable.25PART IIITEM 5.MARKET FOR REGISTRANT’S COMMON EQUITY, RELATED STOCKHOLDER MATTERS AND ISSUER PURCHASES OFEQUITY SECURITIESMarket Information for Common StockOur common stock is listed on the New York Stock Exchange under the symbol “NOW.”DividendsOur board of directors currently intends to retain any future earnings to support operations and to finance the growth and development of our business,and therefore does not intend to pay cash dividends on our common stock for the foreseeable future.StockholdersAs of December 31, 2018, there were 10 registered stockholders of record (not including an indeterminate number of beneficial holders of stock held instreet name through brokers and other intermediaries) of our common stock.Securities 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 with the SEC 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 each of the last five fiscal years ended December 31, 2014 through December 31, 2018, assumingan initial investment of $100. Data for the NYSE Composite Index and the Standard & Poor Systems Software Index assume reinvestment of dividends.26Table of ContentsThe comparisons in the graph below are based upon historical data and are not indicative of, nor intended to forecast, future performance of ourcommon stock. Base Period Dec 31, 2013 Dec 31, 2014 Dec 31, 2015 Dec 31, 2016 Dec 31, 2017 Dec 31, 2018ServiceNow, Inc.$100.00 $121.14 $154.54 $132.73 $232.80 $317.89NYSE Composite100.00 106.75 102.38 114.61 136.07 123.89S&P Systems Software100.00 123.01 135.89 153.87 211.38 246.01Unregistered Sales of Equity SecuritiesDuring the quarter ended December 31, 2018, we issued 1.3 million shares of our common stock upon settlement of $161.8 million in principal of our2018 Notes submitted for conversion. These shares of our common stock were issued in reliance on the exemption from registration provided by Section 3(a)(9) of the Securities Act of 1933, as amended. Refer to Note 11 in the notes to our consolidated financial statements included elsewhere in this Annual Reporton Form 10-K for further details.Issuer Purchases of Equity SecuritiesAs discussed above, during the quarter ended December 31, 2018, we issued 1.3 million shares of our common stock upon settlement of $161.8 millionin principal of our 2018 Notes submitted for conversion. In connection with these conversions, we exercised a portion of the 2018 Note Hedge and the NoteHedge counterparties delivered to us 1.3 million shares of our common stock. These counterparties to the 2018 Note Hedge may be deemed an “affiliatedpurchaser” and may have purchased the shares of our common stock deliverable to us upon the exercise of the 2018 Note Hedge. Refer to Note 11 in thenotes to our consolidated financial statements included elsewhere in this Annual Report on Form 10-K for further details.27Table of ContentsITEM 6.SELECTED CONSOLIDATED FINANCIAL DATAThe 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 consolidated statementsof operations data for each of the years ended December 31, 2018, 2017 and 2016 and the selected consolidated balance sheet data as of December 31, 2018and 2017 set forth in the tables below have been updated to comply with the new standards under Topic 606, including previously reported amounts, whichare labeled “as adjusted.” The consolidated statements of operations data for each of the years end December 31, 2015 and 2014 and the selectedconsolidated balance sheet data as of December 31, 2016, 2015 and 2014 set forth in the tables below do not reflect the adoption of Topic 606 and continueto be reported under the standards in effect for those periods. The selected consolidated financial data in this section are not intended to replace ourconsolidated financial statements and the related notes. Our historical results are not necessarily indicative of our future results. Year Ended December 31, 2018 2017 2016 2015 2014 *As Adjusted *As Adjusted (in thousands, except share and per share data)Consolidated Statements of Operations Data: Revenues: Subscription$2,421,313 $1,739,500 $1,234,070 $848,278 $567,217Professional services and other187,503 178,994 156,915 157,202 115,346Total revenues2,608,816 1,918,494 1,390,985 1,005,480 682,563Cost of revenues (1): Subscription417,421 315,570 235,414 183,400 142,687Professional services and other205,237 184,292 163,581 146,013 106,089Total cost of revenues622,658 499,862 398,995 329,413 248,776Gross profit1,986,158 1,418,632 991,990 676,067 433,787Operating expenses (1): Sales and marketing1,203,056 894,977 659,983 498,439 341,119Research and development529,501 377,518 285,239 217,389 148,258General and administrative296,027 210,533 158,936 126,604 96,245Legal settlements (2)— — 270,000 — —Total operating expenses2,028,584 1,483,028 1,374,158 842,432 585,622Loss from operations(42,426) (64,396) (382,168) (166,365) (151,835)Interest expense(52,733) (53,394) (33,278) (31,097) (29,059)Interest income and other income (expense), net56,135 4,384 5,027 4,450 5,354Loss before income taxes(39,024) (113,406) (410,419) (193,012) (175,540)Provision for (benefit from) income taxes(12,320) 3,440 3,830 5,414 3,847Net loss$(26,704) $(116,846) $(414,249) $(198,426) $(179,387)Net loss per share - basic and diluted$(0.15) $(0.68) $(2.52) $(1.27) $(1.23)Weighted-average shares used to compute net loss per share - basic anddiluted177,846,023 171,175,577 164,533,823 155,706,643 145,355,543 *As adjusted to reflect the impact of the full retrospective adoption of Topic 606.28Table of Contents(1)Stock-based compensation included in the statements of operations data above was as follows: Year Ended December 31, 2018 2017 2016 2015 2014 *As Adjusted *As Adjusted (in thousands)Cost of revenues: Subscription$48,738 $35,334 $28,420 $23,416 $14,988Professional services and other32,816 27,401 26,516 23,265 13,116Sales and marketing228,045 170,527 131,571 102,349 54,006Research and development135,203 92,025 81,731 70,326 42,535General and administrative99,151 68,717 49,416 38,357 29,674Total stock-based compensation$543,953 $394,004 $317,654 $257,713 $154,319 (2)For details regarding the legal settlements expenses of $270.0 million included in the year ended December 31, 2016, refer to Note 18 in the notes to our consolidated financialstatements included elsewhere in this Annual Report on Form 10-K. As of December 31, 2018 2017 2016 2015 2014 *As Adjusted (in thousands)Consolidated Balance Sheet Data: Cash and cash equivalents and investments$2,079,778 $2,170,740 $1,162,020 $1,223,917 $935,563Working capital332,120 382,472 271,037 353,999 399,989Total assets3,879,140 3,550,245 2,033,767 1,807,052 1,424,752Deferred revenue, current and non-current portion1,690,191 1,246,815 895,101 603,754 422,238Convertible senior notes, net, non-current portion661,707 630,018 507,812 474,534 443,437Total stockholders’ equity1,111,199 778,744 386,961 566,814 428,675 *As adjusted to reflect the impact of the full retrospective adoption of Topic 606.29Table of ContentsITEM 7.MANAGEMENT’S DISCUSSION AND ANALYSIS OF FINANCIAL CONDITION AND RESULTS OF OPERATIONSYou 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 “Risk Factors” section of this filingfor a discussion of important factors that could cause actual results and the timing of certain events to differ materially from future results expressed orimplied by the forward-looking statements contained in the following discussion and analysis.Our billings and free cash flow measures included in the sections entitled “—Key Business Metrics—Billings,” and “—Key Business Metrics—FreeCash Flow” are not in accordance with U.S. Generally Accepted Accounting Principles (GAAP). These non-GAAP financial measures are not intended to beconsidered in isolation or as a substitute for, or superior to, financial information prepared and presented in accordance with GAAP. These measures maybe different from non-GAAP financial measures used by other companies, limiting their usefulness for comparison purposes. We encourage investors tocarefully consider our results under GAAP, as well as our supplemental non-GAAP results, to more fully understand our business.30Table of ContentsOverview ServiceNow, the company that makes work, work better for people, is a leading provider of enterprise cloud computing services that define, structure,manage and automate digital workflows for global enterprises. We deliver digital workflows that help our customers create great experiences and unlockproductivity. We typically deliver our software via the Internet as a service, through an easy-to-use, consumer product-like interface, which means it can beeasily configured and rapidly deployed. In a minority of cases, customers deploy our software internally or contract with a third party to host the software tosupport their unique regulatory or security requirements.We generally offer our services on an annual subscription fee basis, which includes access to the ordered subscription service and related support,including updates to the subscription service during the subscription term. Pricing for our subscription services is based on a number of factors, includingduration of subscription term, volume, mix of products purchased, and discounts. We generate sales through our direct sales team and, to a lesser extent,indirectly through resale partners and third-party referrals. We also generate revenues from professional services and for training of customer and partnerpersonnel. We generally bill our customers annually in advance for subscription services and monthly in arrears for our professional services as the work isperformed.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 8,154 as of December 31, 2018 from 6,222 as of December31, 2017.Key Business Metrics Number of customers with ACV greater than $1 million. We count the total number of customers with annualized contract value (ACV) greater than $1million as of the end of the period. We had 678, 508, and 354 customers with ACV greater than $1 million as of December 31, 2018, 2017 and 2016,respectively. For purposes of customer count, a customer is defined as an entity with a unique Dunn & Bradstreet Global Ultimate (GULT), Data UniversalNumbering System (DUNS) number and an active subscription contract as of the measurement date. The DUNS number is a global standard for businessidentification and tracking. We make exceptions for holding companies, government entities and other organizations for which the GULT, in our judgment,does not accurately represent the ServiceNow customer. For example, while all U.S. government agencies roll up to “Government of the United States” underthe GULT, we count each government agency that we contract with as a separate customer. Our customer count is subject to adjustments for acquisitions,spin-offs and other market activity. Previously disclosed number of customers with ACV greater than $1 million as well as our average contract termcalculations are restated to allow for comparability. ACV is calculated based on the foreign exchange rate in effect at the time the contract was signed.Foreign exchange rate fluctuations could cause some variability in the number of customers with ACV greater than $1 million.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 fromcustomers lost during the period, divided by the sum of (i) the total ACV from all customers that renewed during the period, excluding changes in price orusers, and (ii) the total ACV from all customers lost during the period. Accordingly, our renewal rate is calculated based on ACV and is not based on thenumber of customers that have renewed. Further, our renewal rate does not reflect increased or decreased purchases from our customers to the extent suchcustomers are not lost customers. A lost customer is a customer that did not renew an expiring contract and that, in our judgment, will not be renewed.Typically, a customer that reduces its subscription upon renewal is not considered a lost customer. However, in instances where the subscription decreaserepresents the majority of the customer’s ACV, we may deem the renewal as a lost customer. For our renewal rate calculation, we define a customer as anentity with a separate production instance of our service and an active subscription contract as of the measurement date, instead of an entity with a uniqueGULT or DUNS number. We adjust our renewal rate for acquisitions, consolidations and other customer events that cause the merging of two or moreaccounts occurring at the time of renewal. Previously disclosed renewal rates may be restated to reflect such adjustments to allow for comparability. Ourrenewal rate was 98%, for each of the years ended December 31, 2018 and 2016, and 97% for the year ended December 31, 2017. As our renewal rate isimpacted by the timing of renewals, which could occur in advance of, or subsequent to the original contract end date, period-to-period comparison of renewalrates may not be meaningful.Total backlog. Total backlog consists of unbilled backlog, deferred revenue and customer deposits. Unbilled backlog is an operational measurerepresenting future unearned revenue amounts believed to be firm that are to be invoiced under our existing agreements and are not included in the deferredrevenue or customer deposits on our consolidated balance sheets. In our previous Annual Reports on Form 10-K, we referred to unbilled backlog as“backlog.” We believe total backlog is a useful measure of customer adoption of our services.31Table of ContentsAs of December 31, 2018, our total backlog was $5.1 billion, of which $3.4 billion was unbilled backlog and $1.7 billion was deferred revenue andcustomer deposits. Of this total backlog, we expect to recognize approximately 50% in revenues over the 12 months following December 31, 2018, with thebalance to be recognized thereafter.As of December 31, 2017, our total backlog was $3.8 billion, of which $2.5 billion was unbilled backlog and $1.7 billion was deferred revenue andcustomer deposits, which reflects the impact of the full retrospective adoption of Topic 606. For the disclosure of unbilled backlog prior to the adoption ofTopic 606, see the section entitled “Business” in our Annual Report on Form 10-K for the year ended December 31, 2017 filed on February 28, 2018.We expect total backlog to fluctuate due to a number of factors, including the timing, duration and size of customer contracts, the mix of cloud and self-hosted offerings and foreign exchange rate fluctuations.Billings. We define billings, a non-GAAP financial measure, as revenues recognized plus the change in total unbilled receivables, deferred revenue andcustomer deposits as presented on the consolidated statements of cash flows. Prior to adopting Topic 606 on January 1, 2018, we had defined billings inprevious filings as revenues recognized plus the change in total deferred revenue as presented on the consolidated statements of cash flows. Our currentdefinition better aligns with Topic 606, which became effective for our interim and annual periods beginning January 1, 2018. Refer to Note 2 in the notes toour consolidated financial statements included elsewhere in this Annual Report on Form 10-K for additional information regarding Topic 606.A calculation of billings is provided below: Year Ended December 31, 2018 2017 2016 *As Adjusted *As Adjusted (dollars in thousands)Billings: Total revenues$2,608,816 $1,918,494 $1,390,985Change in deferred revenue, unbilled receivables and customerdeposits(1) 480,019 381,160 283,568Total billings$3,088,835 $2,299,654 $1,674,553Year-over-year percentage change in total billings34% 37% NM*As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details.NM - Not meaningful. Year-over-year percentage change in total billings is not meaningful as 2015 billings have not been adjusted for the adoption of Topic 606.(1)As presented on or derived from our consolidated statements of cash flows.Billings consists of amounts invoiced for subscription contracts with existing customers, renewal contracts, contracts for increased purchases withexisting customers (expansion contracts), contracts with new customers, and contracts for professional services and training. Factors that may cause ourbillings results to vary from period to period include the following:•Billings duration. While we typically bill customers annually for our subscription services. Customers sometimes request, and we accommodate,billings with durations less than or greater than the typical 12-month term.•Contract start date. From time to time, we enter into contracts with a contract start date in the future, and we exclude these amounts from billings asthese amounts are not included in our consolidated balance sheets, unless such amounts have been paid as of the balance sheet date.•Foreign currency exchange rates. While a majority of our billings have historically been in U.S. Dollars, an increasing percentage of our billings inrecent periods has been in foreign currencies, particularly the Euro and British Pound Sterling.•Timing of contract renewals. While customers typically renew their contracts at the end of the contract term, from time to time customers may do soeither before or after the scheduled expiration date. For example, in cases where we are successful in selling additional products or services to anexisting customer, a customer may decide to renew its existing contract early to ensure that all its contracts expire on the same date. In other cases,prolonged negotiations or other factors may result in a contract not being renewed until after it has expired.32Table of ContentsWhile we believe billings is a useful leading indicator regarding the performance of our business, due to the factors described above, an increase ordecrease in new or renewed subscriptions in a reporting period may not have an immediate impact on billings for that reporting period.To facilitate greater year-over-year comparability in our billings results, we disclose the impact that foreign currency rate fluctuations and fluctuationsin billings duration had on our billings. The impact of foreign currency rate fluctuations is calculated by translating the current period results for entitiesreporting in currencies other than U.S. Dollars into U.S. Dollars at the average exchange rates in effect during the prior period presented, rather than the actualexchange rates in effect during the current period. The impact of fluctuations in billings duration is calculated by replacing the portion of multi-year billingsin excess of 12 months during the current period with the portion of multi-year billings in excess of 12 months during the prior period presented.Notwithstanding the adjustments described above, the comparability of billings results from period to period remains subject to the impact of variations inthe dollar value of contracts with future start dates and the timing of contract renewals, for which no adjustments have been presented.Foreign currency rate fluctuations had a favorable impact of $31.0 million and $9.1 million on billings for the years ended December 31, 2018 and2017, respectively. Changes in billings duration had a favorable impact of $7.4 million and $1.6 million for the years ended December 31, 2018 and 2017,respectively.Free cash flow. We define free cash flow, a non-GAAP financial measure, as GAAP net cash provided by operating activities reduced by purchases ofproperty and equipment. Purchases of property and equipment are otherwise included in cash used in investing activities under GAAP. We believeinformation regarding free cash flow provides useful information to investors because it is an indicator of the strength and performance of our businessoperations. However, our calculation of free cash flow may not be comparable to similar measures used by other companies. Year Ended December 31, 2018 2017 2016 *As Adjusted *As Adjusted (in thousands)Free cash flow: Net cash provided by operating activities$811,089 $642,940 $159,081Purchases of property and equipment(224,462) (150,510) (105,562)Free cash flow (1)$586,627 $492,430 $53,519*As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details.(1)Free cash flow for the year ended December 31, 2018 includes the cash outflow of $145.3 million relating to the repayments of convertible senior notes attributable to debtdiscount. Free cash flow for the year ended December 31, 2016 includes the cash outflow of a $267.5 million payment for aggregate legal settlements. Refer to Note 11 and 18,respectively in the notes to our consolidated financial statements included elsewhere in this Annual Report on Form 10-K for further details.33Table of ContentsAverage contract term. We calculate the average contract term for new customers, expansion contracts and renewals based on the term of those contractsentered into during the period weighted by their ACV. Revised mapping of customers in the current period may result in revised new customer, expansionand renewal contract terms for previous periods, due to adjustments for acquisitions, spin-offs, improved subsidiary mapping, consolidations and updates tocustomer DUNS numbers. Previously disclosed average contract terms may be restated to reflect such adjustments to allow for comparability. The averagenew customer contract term was 35 months, 32 months, and 31 months for the years ended December 31, 2018, 2017 and 2016. The average expansioncontract term was 25 months for the year ended December 31, 2018 and 26 months for each of the years ended December 31, 2017 and 2016, respectively.The average renewal contract term was 27 months for each of the years ended December 31, 2018 and 2017 and 28 months for the year ended December 31,2016.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 of theperiod. Our G2K customer count was 883, 810, and 721 as of December 31, 2018, 2017 and 2016, respectively. The Forbes Global 2000 is an annual rankingof the top 2,000 public companies in the world by Forbes magazine. The ranking is based on a mix of four metrics: sales, profit, assets, and market value. TheForbes Global 2000 is updated annually in the second quarter of the calendar year. Current and prior period G2K customer counts are based on the mostrecent list for comparability purposes. We also adjust the G2K count for acquisitions, spin-offs and other market activity. For example, we add a G2Kcustomer when a G2K company that is not our customer acquires a company in our existing customer base that is not a G2K company. When we enter into acontract with a G2K parent company, or any of its related subsidiaries, or any combination of entities within a G2K company, we count only one G2Kcustomer. We do not count further penetration into entities within a given G2K as a new customer in the G2K customer count. Our G2K customer count alsoexcludes customers that have only purchased our Express product offering, which is our entry-level IT service management solution. Our G2K customercount does not include large private companies, government agencies and educational organizations, which represent a growing portion of our customerbase. As a result, our G2K customer count metric has become less relevant to our business over time and we do not plan to disclose this metric in futurefilings.Average ACV per G2K customer. We calculate average ACV for our G2K customers by taking aggregate ACV from G2K customers as of the end of theperiod divided by the total number of G2K customers as of the end of the period. Our average ACV per G2K customer was approximately $1.7 million, $1.3million, and $1.1 million as of December 31, 2018, 2017 and 2016, respectively. ACV is calculated based on the foreign exchange rate in effect at the timethe contract was entered into, and as a result, foreign currency rate fluctuations could cause variability in the average ACV per G2K customer. Prior G2Kcustomer counts used in calculating ACV per G2K customer are adjusted for the most recent Forbes Global 2000 list for comparability purposes. As discussedabove, average ACV per G2K customer has become less relevant to our business over time as the underlying G2K customer count does not include largeprivate companies, government agencies and education organizations, which represent a growing portion of our customer base. As a result, we do not plan todisclose this metric in future filings.Components of Results of Operations RevenuesSubscription revenues. Subscription revenues are primarily comprised of fees that give customers access to the ordered subscription service for bothself-hosted offerings and cloud-based subscription offerings, and related support and updates, if any, to the subscription service during the subscription term.For our cloud-based offerings, we recognize revenue ratably over the subscription term. For self-hosted offerings, a substantial portion of the sales price isrecognized upon delivery of the software, which may cause greater variability in our subscription revenues and subscription gross margin. Pricing includesmultiple instances, hosting and support services, data backup and disaster recovery services, as well as future updates, when and if available, offered duringthe subscription term. We typically invoice our customers for subscription fees in annual increments upon execution of the initial contract or subsequentrenewal. Our contracts are generally non-cancelable during the subscription term, though a customer can terminate for breach if we materially fail to perform.Professional services and other revenues. Professional services revenues consist of fees associated with professional services. Our arrangements forprofessional services are primarily on a time-and-materials basis. We generally invoice our professional services monthly in arrears based on actual hours andexpenses incurred, and revenues are recognized as services are delivered. Some of our professional services arrangements are on a fixed fee or subscriptionbasis, under which we recognize revenues on a proportional performance basis or ratably over the contract term. Other revenues primarily consist of fees fromcustomer training delivered on-site or through publicly available classes. Typical payment terms require our customers to pay us within 30 days of invoice.34Table of ContentsWe generate sales directly through our sales team and, to a lesser extent, indirectly through resale partners. We also offer a portfolio of professional andother services, both directly and through our network of partners. Revenues from our direct sales organization represented 84% for the year ended December31, 2018, and 88% for each of the years ended December 31, 2017 and 2016. For purposes of this disclosure, revenues from systems integrators and managedservices providers are included as revenues from our direct sales organization.Allocation of Overhead CostsOverhead costs associated with office facilities, IT and certain depreciation related to infrastructure that is not dedicated for customer use or researchand development use are allocated to cost of revenues and operating expenses based on headcount.Cost of RevenuesCost 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, which include colocation costs associated with our data centers as well asinterconnectivity between data centers, depreciation related to our infrastructure hardware equipment dedicated for customer use, amortization of intangibleassets, expenses associated with software, IT services and support dedicated for customer use, personnel-related costs directly associated with data centeroperations and customer support, 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 partners, travel expenses and allocated overhead.Professional services are performed directly by our services team, as well as by contracted third-party partners. Fees paid by us to third-party partners areprimarily recognized as cost of revenues as the professional services are delivered. Cost of revenues associated with our professional services engagementscontracted with third-party partners as a percentage of professional services and other revenues was 18%, 22% and 21% for the years ended December 31,2018, 2017 and 2016, respectively.Sales and MarketingSales and marketing expenses consist primarily of personnel-related expenses directly associated with our sales and marketing staff, including salaries,benefits, bonuses and stock-based compensation. Sales and marketing expenses also include the amortization of commissions paid to our sales employeesand third-party referral fees, including related payroll taxes and fringe benefits. From time to time, third parties provide us referrals for which we pay a referralfee. We include revenues associated with these referrals as part of revenues from our direct sales organization. Referral fees paid to these third parties aregenerally 10% of the customer’s net new ACV. We defer referral fees paid as they are considered incremental selling costs associated with acquiring customercontracts, and include the amortization of these referral fees in sales and marketing expense. In addition, sales and marketing expenses include expensesoffset by proceeds related to our annual Knowledge user conference (Knowledge), other marketing program expenses, which include events other thanKnowledge, and costs associated with purchasing advertising and marketing data, software and subscription services dedicated for sales and marketing useand allocated overhead. As part of our adoption of Topic 606, during the year ended December 31, 2018, we recorded a decrease in sales and marketingexpenses and a corresponding increase to our deferred commissions asset of $5.4 million. These adjustments reflect the correction of previouslyundercapitalized incremental fringe benefit costs associated with sales commissions that were paid since 2012. We concluded that these adjustments were notmaterial to the current period or any previously reported periods presented, as adjusted for the full retrospective adoption of Topic 606.Research and DevelopmentResearch 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. Research and development expenses also include data centercapacity costs, costs associated with outside services contracted for research and development purposes, amortization of intangible assets and depreciation ofinfrastructure hardware equipment that is used solely for research and development purposes.35Table of ContentsGeneral and AdministrativeGeneral and administrative expenses consist primarily of personnel-related expenses for our executive, finance, legal, human resources, facilities andadministrative personnel, including salaries, benefits, bonuses and stock-based compensation, external legal, accounting and other professional services fees,other corporate expenses, amortization of intangible assets and allocated overhead.Legal SettlementsLegal settlements consist of one-time aggregate charges related to the settlement agreements with Hewlett Packard Enterprise Company (HPE) andBMC Software, Inc. (BMC) in 2016. Refer to Note 18 in the notes to our consolidated financial statements included elsewhere in this Annual Report on Form10-K for further details regarding these matters.Provision for Income TaxesProvision for income taxes consists of federal, state and foreign income taxes. Due to cumulative losses, we maintain a valuation allowance against ourU.S. and certain foreign deferred tax assets as of December 31, 2018 and 2017. We consider all available evidence, both positive and negative, including butnot limited to earnings history, projected future outcomes, industry and market trends and the nature of each of the deferred tax assets in assessing the extentto which a valuation allowance should be applied against our U.S. and foreign deferred tax assets.36Table of ContentsResults of Operations The following tables set forth our results of operations for the periods presented. All amounts and disclosures for each of the years ended December 31,2018, 2017 and 2016 set forth in the tables below have been updated to comply with the new standards under Topic 606, including previously reportedamounts, which are labeled “as adjusted” in these selected consolidated financial statements. The period-to-period comparison of financial results is notnecessarily indicative of future results. Year Ended December 31, 2018 2017 2016 *As Adjusted *As Adjusted (in thousands)Revenues: Subscription$2,421,313$1,739,500$1,234,070Professional services and other187,503178,994156,915Total revenues2,608,8161,918,4941,390,985Cost of revenues (1): Subscription417,421315,570235,414Professional services and other205,237184,292163,581Total cost of revenues622,658499,862398,995Gross profit1,986,1581,418,632991,990Operating expenses (1): Sales and marketing1,203,056894,977659,983Research and development529,501377,518285,239General and administrative296,027210,533158,936Legal settlements(2)— — 270,000Total operating expenses2,028,5841,483,0281,374,158Loss from operations(42,426)(64,396)(382,168)Interest expense(52,733) (53,394) (33,278)Interest income and other income (expense), net56,1354,3845,027Loss before income taxes(39,024)(113,406)(410,419)Provision for (benefit from) income taxes(12,320)3,4403,830Net loss$(26,704)$(116,846)$(414,249)*As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details.(1)Stock-based compensation included in the statements of operations data above was as follows: Year Ended December 31, 2018 2017 2016 *As Adjusted *As Adjusted (in thousands)Cost of revenues: Subscription$48,738 $35,334 $28,420Professional services and other32,816 27,401 26,516Sales and marketing228,045 170,527 131,571Research and development135,203 92,025 $81,731General and administrative99,151 68,717 49,416Total stock-based compensation$543,953 $394,004 $317,654*As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details.37Table of Contents(2)For details regarding the legal settlements expenses of $270.0 million included in the year ended December 31, 2016, refer to Note 18 in the notes to our consolidated financialstatements included elsewhere in this Annual Report on Form 10-K. Year Ended December 31, 2018 2017 2016 *As Adjusted *As AdjustedRevenues: Subscription93% 91% 89%Professional services and other7 9 11Total revenues100 100 100Cost of revenues (1): Subscription16 16 17Professional services and other8 10 12Total cost of revenues24 26 29Gross profit76 74 71Operating expenses (1): Sales and marketing46 46 48Research and development20 20 21General and administrative12 11 11Legal settlements(2)— — 19Total operating expenses78 77 99Loss from operations(2) (3) (28)Interest expense(2) (3) (2)Interest income and other income (expense), net2 — —Loss before income taxes(2) (6) (30)Provision for (benefit from) income taxes(1) — —Net loss(1%) (6%) (30%)*As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details.(1)Stock-based compensation included in the statements of operations above as a percentage of revenues was as follows: Year Ended December 31, 2018 2017 2016 *As Adjusted *As AdjustedCost of revenues: Subscription2% 2% 2%Professional services and other1 1 2Sales and marketing9 9 9Research and development5 5 6General and administrative4 4 4Total stock-based compensation21% 21% 23%*As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details.(2)For details regarding the legal settlements expenses of $270.0 million included in the year ended December 31, 2016, refer to Note 18 in the notes to our consolidated financialstatements included elsewhere in this Annual Report on Form 10-K.38Table of ContentsComparison of the years ended December 31, 2018 and 2017Revenues Year Ended December 31, % Change 2018 2017 *As Adjusted (dollars in thousands) Revenues: Subscription$2,421,313 $1,739,500 39%Professional services and other187,503 178,994 5%Total revenues$2,608,816 $1,918,494 36%Percentage of revenues: Subscription93% 91% Professional services and other7% 9% Total100% 100% *As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details. Subscription revenues increased $681.8 million during the year ended December 31, 2018, compared to the prior year, driven by increased purchases byexisting customers and an increase in customer count. Included in subscription revenues is $118.5 million and $80.2 million of revenues recognized upfrontfrom the delivery of software associated with self-hosted offerings during the year ended December 31, 2018 and 2017, respectively. We expect subscriptionrevenues to grow in absolute dollars as we continue to add new customers and existing customers increase their usage of our products, but remain relativelyflat as a percentage of total revenues in the year ending December 31, 2019. Our expectations for revenues, cost of revenues and operating expenses for theyear ending December 31, 2019 are based on foreign exchange rates as of December 31, 2018.Subscription revenues consist of the following: Year Ended December 31, % Change 2018 2017 *As Adjusted (dollars in thousands) Service management products$2,050,841 $1,526,125 34%ITOM products370,472 213,375 74%Total subscription revenues$2,421,313 $1,739,500 39%*As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details.Our service management products include our platform, ITSM, ITBM, customer service management, HR service delivery, security operations, ITAM,and GRC, and are generally priced on a per user basis. Our ITOM products are generally priced on a per node basis.Professional services and other revenues increased $8.5 million during the year ended December 31, 2018, compared to the prior year, due to anincrease in the services provided to new and existing customers. We expect professional services and other revenues for the year ending December 31, 2019to increase in absolute dollar terms, but remain relatively flat as a percentage of total revenues when compared to professional services and other revenues forthe year ended December 31, 2018 as we are increasingly focused on deploying our internal professional services organization as a strategic resource andrelying on our partner ecosystem to contract directly with customers for service delivery.39Table of ContentsCost of Revenues and Gross Profit Percentage Year Ended December 31, % Change 2018 2017 *As Adjusted (dollars in thousands) Cost of revenues: Subscription$417,421 $315,570 32%Professional services and other205,237 184,292 11%Total cost of revenues$622,658 $499,862 25%Gross profit percentage: Subscription83% 82% Professional services and other(9%) (3%) Total gross profit percentage76% 74% Gross profit:$1,986,158 $1,418,632 40%Headcount (at period end) Subscription1,171 936 25%Professional services and other664 562 18%Total headcount1,835 1,498 22%*As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details. Cost of subscription revenues increased $101.9 million during the year ended December 31, 2018, compared to the prior year, primarily due toincreased headcount resulting in an increase of $31.4 million in personnel-related costs excluding stock-based compensation, an increase of $13.4 million instock-based compensation and an increase of $9.2 million in other overhead expenses. Depreciation expense increased $22.7 million due to purchases ofinfrastructure hardware equipment for our data centers and expenses associated with software and IT services and technical support increased $10.3 million.In addition, data center capacity costs increased $6.3 million due to the addition of new data centers and the expansion of existing data centers, amortizationof intangibles increased $4.1 million as a result of acquisitions and outside service costs increased $3.1 million due to an increase in contractors to supportour customer contracts.Our subscription gross profit percentage increased to 83% for the year ended December 31, 2018, from 82% for the year ended December 31, 2017, dueto improved data center utilization and economies of scale. The increase in revenues recognized upfront from the delivery of software associated with self-hosted offerings contributed to approximately one percentage point improvement in our subscription gross profit percentage for each of the yearsended December 31, 2018 and 2017. We expect our cost of subscription revenues to increase in absolute dollar terms as we provide subscription services tomore customers and increase usage within our customer instances, but we expect such increase to be at a slower rate than the increase in our subscriptionrevenues, leading to a slight increase in our subscription gross profit percentage for the year ending December 31, 2019 as we continue to leverage theinvestments we have made in our existing data center infrastructure. To the extent future acquisitions are consummated, our cost of subscription revenuesmay increase due to additional non-cash charges associated with the amortization of intangible assets acquired.Cost of professional services and other revenues increased $20.9 million during the year ended December 31, 2018 compared to the prior year, primarilydue to increased headcount resulting in an increase of $17.3 million in personnel-related costs excluding stock-based compensation, an increase of $5.4million in stock-based compensation and an increase of $3.0 million in overhead expenses, partially offset by a decrease in outside service costs of $4.4million, primarily due to a decrease in professional services performed by contracted third-party partners.Our professional services and other gross loss percentage increased to 9% during the year ended December 31, 2018, compared to 3% in the prior year,primarily due to stock-based compensation and other personnel-related costs increasing at a higher rate than professional services and other revenues as weinvest in specialized resources to support our newer products.40Table of ContentsSales and Marketing Year Ended December 31 % Change 2018 2017 *As Adjusted (dollars in thousands) Sales and marketing$1,203,056 $894,977 34%Percentage of revenues46% 46% Headcount (at period end)3,061 2,413 27%*As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details. Sales and marketing expenses increased $308.1 million during the year ended December 31, 2018, compared to the prior year, primarily due toincreased headcount resulting in an increase of $115.5 million in personnel-related costs excluding stock-based compensation and commissions, an increaseof $57.5 million in stock-based compensation and an increase of $27.6 million in overhead expenses. Expenses associated with commissions and third-partyreferral fees increased $46.9 million for the year ended December 31, 2018 compared to the prior year, due to an increase in contracts with new customers,expansion and renewal contracts. Amortization expenses associated with commissions and third-party referral fees, including as applicable their relatedpayroll taxes and fringe benefits, amounted to 6% of subscription revenues for each of the years ended December 31, 2018 and 2017. Outside services costsincreased $10.1 million during the year ended December 31, 2017 compared to the prior year, primarily due to an increase in contractors and professionalfees to support our sales and marketing functions. Marketing program expenses, which include events other than Knowledge, and costs associated withpurchasing advertising and market data, increased $36.2 million for the year ended December 31, 2018 compared to the prior year. Expenses related toKnowledge, net of proceeds increased $6.8 million due to a 21% year-over-year increase in registrations. Loss from write-off of property and equipmentincreased $4.6 million for the year ended December 31, 2018 compared to the prior year primarily due to write off of internal-use software.We expect sales and marketing expenses to increase in absolute dollar terms for the year ending December 31, 2019 compared to the year endedDecember 31, 2018, as we continue to expand our direct sales force, increase our marketing activities, grow our international operations and build brandawareness, but decrease as a percentage of total revenues.Research and Development Year Ended December 31 % Change 2018 2017 (dollars in thousands) Research and development$529,501 $377,518 40%Percentage of revenues20% 20% Headcount (at period end)2,080 1,419 47%Research and development expenses increased $152.0 million during the year ended December 31, 2018, compared to the prior year, primarily due toincreased headcount, which resulted in an increase of $81.5 million in personnel-related costs excluding stock-based compensation, an increase of $43.2million in stock-based compensation and an increase of $19.7 million in overhead expenses. Research and development expenses also increased $4.0million due to an increase in data center capacity costs and depreciation of infrastructure hardware equipment that is used solely for research anddevelopment purposes and $1.4 million as a result of additional expense related to software and IT services and technical support for the year endedDecember 31, 2018 compared to the prior year. We expect research and development expenses to increase in absolute dollar terms for the year ending December 31, 2019, as we continue to improvethe existing functionality of our services, develop new applications to fill market needs and enhance our core platform, but remain relatively flat as apercentage of total revenues.41Table of ContentsGeneral and Administrative Year Ended December 31 % Change 2018 2017 (dollars in thousands) General and administrative$296,027 $210,533 41%Percentage of revenues12% 11% Headcount (at period end)1,178 892 32%General and administrative expenses increased $85.5 million during the year ended December 31, 2018, compared to the prior year, primarily due toincreased headcount, which resulted in an increase of $42.7 million in personnel-related costs excluding stock-based compensation and an increase of $30.4million in stock-based compensation. Outside services costs increased $7.9 million during the year ended December 31, 2018 compared to the prior year,primarily due to an increase in contractors and professional fees to support our administrative function. Amortization of intangibles increased $2.0 millionduring the year ended December 31, 2018 compared to the prior year, as a result of acquisitions.We expect general and administrative expenses to increase in absolute dollar terms for the year ending December 31, 2019 as we continue to hire newemployees, but remain flat as a percentage of total revenues. Stock-based Compensation Year Ended December 31 % Change 2018 2017 *As Adjusted (dollars in thousands) Cost of revenues: Subscription$48,738 $35,334 38%Professional services and other32,816 27,401 20%Sales and marketing228,045 170,527 34%Research and development135,203 92,025 47%General and administrative99,151 68,717 44%Total stock-based compensation$543,953 $394,004 38%Percentage of revenues21% 21% *As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details.Stock-based compensation expense increased $149.9 million during the year ended December 31, 2018, compared to the prior year, primarily due toadditional grants to current and new employees and increased weighted-average grant date fair value of stock awards.Stock-based compensation expense is inherently difficult to forecast due to fluctuations in our stock price. Based upon our stock price as of December31, 2018, we expect stock-based compensation expense to continue to increase in absolute dollar terms for the year ending December 31, 2019 as wecontinue to issue stock-based awards to our employees, but decrease as a percentage of total revenues. Foreign Currency ExchangeOur international operations have provided and will continue to provide a significant portion of our total revenues. Revenues outside North Americarepresented 34% and 33% of total revenues for the years ended December 31, 2018 and 2017, respectively. Because we primarily transact in foreigncurrencies for sales outside of the United States, the general weakening of the U.S. Dollar relative to other major foreign currencies (primarily the Euro andBritish Pound Sterling) from the year ended December 31, 2017 to the year ended December 31, 2018 had a favorable impact on our revenues. For entitiesreporting in currencies other than the U.S. Dollar, if we had translated our results for the year ended December 31, 2018 at the average exchange rates in effectfor the year ended December 31, 2017 rather than the actual exchange rates in effect during the period, our reported subscription revenues would have been$27.5 million lower and our reported professional services and other revenues would have been $2.2 million lower.42Table of ContentsIn addition, because we primarily transact in foreign currencies for cost of sales and operating expenses outside of the United States, the generalweakening of the U.S. Dollar relative to other major foreign currencies from the year ended December 31, 2017 to the year ended December 31, 2018 had anunfavorable impact on our cost of sales and operating expenses. For entities reporting in currencies other than the U.S. Dollar, if we had translated our resultsfor the year ended December 31, 2018 at the average exchange rates in effect for the year ended December 31, 2017 rather than the actual exchange rates ineffect during the period, our reported sales and marketing expenses would have been $4.6 million lower. The impact from the foreign currency movementsfrom the year ended December 31, 2017 to the year ended December 31, 2018 is not material to cost of revenues, research and development expenses andgeneral and administrative expenses.Interest Expense Year Ended December 31 % Change 2018 2017 (dollars in thousands) Interest expense$(52,733) $(53,394) (1%)Percentage of revenues(2%) (3%) Interest expense decreased $0.7 million during the year ended December 31, 2018, compared to the prior year, due to the early conversions and maturityof the 2018 Notes, offset by the increase in the aggregate amount of convertible debt and associated amortization expense of debt discount and issuance costsrelated to the 2022 Notes. For the year ending December 31, 2019, we expect to incur approximately $33.3 million in amortization expense of debt discountand issuance costs related to the 2022 Notes.Interest Income and Other Income (Expense), net Year Ended December 31 % Change 2018 2017 *As Adjusted (dollars in thousands) Interest income$34,624 $17,106 102 %Foreign currency exchange gain (loss), net of derivative contracts6,632 (12,537) (153)%Gain on marketable equity securities19,283 — NMLoss on early note conversions(4,063) — NMOther(341) (185) 84 %Interest income and other income (expense), net$56,135 $4,384 NMPercentage of revenues2% —% *As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details.NM - Not meaningful. Interest income and other income (expense), net increased $51.8 million during the year ended December 31, 2018, compared to the prior year,primarily due to $19.3 million of realized gains relating to changes in the market value of our marketable equity securities. Refer to Note 2 in the notes to ourconsolidated financial statements included elsewhere in this Annual Report on Form 10-K for further details. Interest income and other income (expense), netalso increased $19.2 million due to fluctuations in foreign currency exchange rates, net of the effect of our foreign currency derivative contracts and interestincome increased $17.5 million due to higher cash and investment balances and higher yields on our invested balances during the year ended December 31,2018, partially offset by a $4.1 million loss recorded on early note conversions.In order to manage certain exposures to currency fluctuations, we initiated a limited hedging program during the year ended December 31, 2018 byentering into foreign currency derivative contracts with maturities of 12 months or less to hedge a portion of our net outstanding monetary assets andliabilities. These hedging contracts may reduce, but cannot entirely eliminate, the impact of adverse currency exchange rate movements. 43Table of Contents Provision for (Benefit from) Income Taxes Year Ended December 31 % Change 2018 2017 *As Adjusted (dollars in thousands) Loss before income taxes$(39,024) $(113,406) (66%)Provision for (benefit from) income taxes(12,320) 3,440 NMEffective tax rate32% (3%) *As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details.NM - Not meaningful.Our effective tax rate was 32% for the year ended December 31, 2018 compared to (3%) for the prior year ended December 31, 2017. We had a benefitfrom income taxes of $12.3 million for the year ended December 31, 2018, compared to a provision for income taxes of $3.4 million for the prior year,primarily due to the one-time indirect tax benefit of Topic 606 on income taxes associated with intercompany adjustments offset by the increase in currentcash taxes payable in foreign jurisdictions. See Note 17 in the notes to our consolidated financial statements included elsewhere in this Annual Report onForm 10-K for our reconciliation of income taxes at the statutory federal rate to the provision for income taxes.We continue to maintain a full valuation allowance on our U.S. federal and state deferred tax assets and certain foreign deferred tax assets, and thesignificant components of the tax expense recorded are current cash taxes payable in various jurisdictions. The cash tax expenses are impacted by eachjurisdiction’s individual tax rates, laws on timing of recognition of income and deductions, and availability of net operating losses and tax credits. Given thefull valuation allowance, sensitivity of current cash taxes to local rules and our foreign structuring, we expect that our effective tax rate could fluctuatesignificantly on a quarterly basis and could be adversely affected to the extent earnings are lower than anticipated in countries that have lower statutory ratesand higher than anticipated in countries that have higher statutory rates. To the extent sufficient positive evidence becomes available, we may release all or aportion of our valuation allowance in one or more future periods. A release of the valuation allowance, if any, would result in the recognition of certaindeferred tax assets and a material income tax benefit for the period in which such release is recorded. Net Loss Year Ended December 31 % Change 2018 2017 *As Adjusted (dollars in thousands) Net loss$(26,704) $(116,846) (77)%Percentage of revenues(1)% (6)% *As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details.Net loss decreased $90.1 million during the year ended December 31, 2018 as growth in our revenues exceeded our expenses. GAAP net income or lossfor the year ending December 31, 2019 will depend in part on costs associated with non-cash charges associated with equity awards, which vary dependingon the grant date stock price and actual attainment for our performance-based restricted stock units, business combinations and other related expenses whichare not known at this time.44Table of ContentsComparison of the years ended December 31, 2017 and 2016Revenues Year Ended December 31, % Change 2017 2016 *As Adjusted *As Adjusted (dollars in thousands) Revenues: Subscription$1,739,500 $1,234,070 41%Professional services and other178,994 156,915 14%Total revenues$1,918,494 $1,390,985 38%Percentage of revenues: Subscription91% 89% Professional services and other9% 11% Total100% 100% *As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details. Subscription revenues increased $505.4 million during the year ended December 31, 2017, compared to the prior year, driven by increased purchases byexisting customers and an increase in customer count.Subscription revenues consist of the following: Year Ended December 31, % Change 2017 2016 *As Adjusted *As Adjusted (dollars in thousands) Service management products$1,526,125 $1,120,129 36%ITOM products213,375 113,941 87%Total subscription revenues$1,739,500 $1,234,070 41%*As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details.Our service management products include our platform, IT service management, IT business management, customer service management, HR servicedelivery and security operations, which are generally priced on a per user basis. Our ITOM products are generally priced on a per node basis.Professional services and other revenues increased $22.1 million during the year ended December 31, 2017, compared to the prior year, due to anincrease in the services provided to our growing customer base.45Table of ContentsCost of Revenues and Gross Profit Percentage Year Ended December 31, % Change 2017 2016 *As Adjusted *As Adjusted (dollars in thousands) Cost of revenues: Subscription$315,570 $235,414 34%Professional services and other184,292 163,581 13%Total cost of revenues$499,862 $398,995 25%Gross profit percentage: Subscription82% 81% Professional services and other(3%) (4%) Total gross profit percentage74% 71% Gross profit:$1,418,632 $991,990 43%Headcount (at period end) Subscription936 729 28%Professional services and other562 496 13%Total headcount1,498 1,225 22%*As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details. Cost of subscription revenues increased $80.2 million during the year ended December 31, 2017, compared to the prior year, primarily due to increasedheadcount resulting in an increase of $30.8 million in personnel-related costs excluding stock-based compensation, an increase of $8.0 million in otheroverhead expenses and an increase of $6.9 million in stock-based compensation. In addition, there was an increase of $17.8 million in depreciation expenseprimarily due to purchases of infrastructure hardware equipment for our data centers, an increase of $7.2 million in data center capacity costs primarily due tothe addition of new data centers and the expansion of existing data centers, and an increase of $2.3 million in amortization of intangibles as a result ofacquisitions. Service and technical support agreement and software subscription costs increased $5.0 million, and outside service costs increased $1.2million during year ended December 31, 2017 compared to the prior year.Our subscription gross profit percentage increased to 82% for the year ended December 31, 2017, from 81% for the year ended December 31, 2016, dueto improved data center utilization and economies of scale.Cost of professional services and other revenues increased $20.7 million during the year ended December 31, 2017 compared to the prior year, primarilydue to increased headcount resulting in an increase of $11.8 million in personnel-related costs excluding stock-based compensation and an increase of $2.1million in overhead expenses. Outside service costs increased $6.8 million during year ended December 31, 2017 compared to the prior year, primarily due toincreased utilization of contracted third-party partners for the implementation and configuration of our subscription services.Our professional services and other gross loss percentage decreased to 3% during the year ended December 31, 2017, compared to 4% in the prior year,primarily due to higher utilization rates.46Table of ContentsSales and Marketing Year Ended December 31 % Change 2017 2016 *As Adjusted *As Adjusted (dollars in thousands) Sales and marketing$894,977 $659,983 36%Percentage of revenues46% 48% Headcount (at period end)2,413 1,875 29%*As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details. Sales and marketing expenses increased $235.0 million during the year ended December 31, 2017, compared to the prior year, primarily due toincreased headcount resulting in an increase of $118.1 million in personnel-related costs excluding stock-based compensation, an increase of $39.0 millionin stock-based compensation and an increase of $22.0 million in overhead expenses. Expenses associated with commissions and third-party referral feesincreased $25.7 million for the year ended December 31, 2017 compared to the prior year, due to an increase in contracts with new customers, expansion andrenewal contracts. Marketing program expenses, which include events other than Knowledge, and costs associated with purchasing advertising and marketdata, increased $16.7 million for the year ended December 31, 2017 compared to the prior year. Expenses related to Knowledge, net of proceeds increased$4.4 million due to a 29% year-over-year increase in registrations. Outside services increased $7.2 million primarily due to an increase in contractors andprofessional fees to support our sales and marketing functions.Research and Development Year Ended December 31 % Change 2017 2016 (dollars in thousands) Research and development$377,518 $285,239 32%Percentage of revenues20% 21% Headcount (at period end)1,419 1,054 35%Research and development expenses increased $92.3 million during the year ended December 31, 2017, compared to the prior year, primarily due toincreased headcount resulting in an increase of $60.2 million in personnel-related costs excluding stock-based compensation, an increase of $14.4 million inoverhead expenses, and an increase of $10.3 million in stock-based compensation. Outside services increased $3.6 million primarily due to an increase incontractors and consultants that support our research and development functions. Research and development expenses also increased $1.8 million due todepreciation of infrastructure hardware equipment that are used solely for research and development purposes.General and Administrative Year Ended December 31 % Change 2017 2016 (dollars in thousands) General and administrative$210,533 $158,936 32%Percentage of revenues11% 11% Headcount (at period end)892 647 38%General and administrative expenses increased $51.6 million during the year ended December 31, 2017, compared to the prior year, primarily due toincreased headcount resulting in an increase of $22.4 million in personnel-related costs excluding stock-based compensation, an increase of $19.3 million instock-based compensation, and an increase of $2.3 million in overhead expenses. Software subscription costs increased $4.6 million, and outside servicescosts, which include costs related to contractors and consultants, increased $2.3 million to support our administrative function. Amortization of intangiblesincreased $1.5 million, and acquisition-related costs increased $1.4 million from acquisitions in 2017.47Table of Contents Legal Settlements Year Ended December 31 % Change 2017 2016 (dollars in thousands) Legal settlements$— $270,000 NMPercentage of revenues—% 19% NM - Not meaningful. Legal settlements expense decreased $270.0 million during the year ended December 31, 2017 compared to the prior year, reflecting the legalsettlement agreements with HPE and BMC in the prior year. Refer to Note 18 in the notes to our consolidated financial statements included elsewhere in thisAnnual Report on Form 10-K for further details. Stock-based Compensation Year Ended December 31 % Change 2017 2016 *As Adjusted *As Adjusted (dollars in thousands) Cost of revenues: Subscription$35,334 $28,420 24%Professional services and other27,401 26,516 3%Sales and marketing170,527 131,571 30%Research and development92,025 81,731 13%General and administrative68,717 49,416 39%Total stock-based compensation$394,004 $317,654 24%Percentage of revenues21% 23% *As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details.Stock-based compensation expense increased $76.4 million during the year ended December 31, 2017, compared to the prior year, primarily due toincreased headcount and increased weighted-average grant date fair value of equity awards.Foreign Currency ExchangeOur international operations have provided and will continue to provide a significant portion of our total revenues. Revenues outside North Americarepresented 33% and 32% of total revenues for the years ended December 31, 2017 and 2016, respectively. Because we primarily transact in foreigncurrencies for sales outside of the United States, the general weakening of the U.S. Dollar relative to other major foreign currencies (primarily the Euro andBritish Pound Sterling) from the year ended December 31, 2016 to the year ended December 31, 2017 had a favorable impact on our revenues. For entitiesreporting in currencies other than the U.S. Dollar, if we had translated our results for the year ended December 31, 2017 at the average exchange rates in effectfor the year ended December 31, 2016 rather than the actual exchange rates in effect during the period, our reported subscription revenues would have been$5.3 million lower. The impact from the foreign currency movements from the year ended December 31, 2016 to the year ended December 31, 2017 is notmaterial to professional services and other revenues.Because we primarily transact in foreign currencies for operating expenses outside of the United States, the general weakening of the U.S. Dollar relativeto other major foreign currencies from the year ended December 31, 2016 to the year ended December 31, 2017 had an unfavorable impact on our operatingexpenses. For entities reporting in currencies other than the U.S. Dollar, if we had translated our results for the year ended December 31, 2017 at the averageexchange rates in effect for the year ended December 31, 2016 rather than the actual exchange rates in effect during the period, our reported sales andmarketing expenses would have been $2.2 million lower. The impact from the foreign currency movements from the year ended December 31, 2016 to theyear ended December 31, 2017 is not material to cost of revenues, research and development expenses and general and administrative expenses.48Table of ContentsInterest Expense Year Ended December 31 % Change 2017 2016 (dollars in thousands) Interest expense$(53,394) $(33,278) 60%Percentage of revenues(3%) (2%) Interest expense increased $20.1 million during the year ended December 31, 2017, compared to the prior year, due to the increase in amortizationexpense of debt discount and issuance costs related to our convertible senior notes, including the 2022 Notes issued in the three months ended June 30,2017.Interest Income and Other Income (Expense), net Year Ended December 31 % Change 2017 2016 *As Adjusted *As Adjusted (dollars in thousands) Interest income$16,677 $8,528 96%Foreign currency exchange loss(12,537) (3,256) NMOther244 (245) NMInterest income and other income (expense), net$4,384 $5,027 (13%)Percentage of revenues—% —% *As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details.NM - Not meaningful.Interest income and other income (expense), net decreased $0.6 million during the year ended December 31, 2017, compared to the prior year, primarilydue to increased foreign exchange loss, partially offset by increased interest income. Foreign exchange losses increased $9.3 million for the year endedDecember 31, 2017 compared to the prior year as a result of fluctuations in foreign currency exchange rates. Interest income increased $8.1 million due to thehigher cash balances and higher yields on our invested balances during the year ended December 31, 2017 compared to the prior year. Provision for Income Taxes Year Ended December 31 % Change 2017 2016 *As Adjusted *As Adjusted (dollars in thousands) Loss before income taxes$(113,406) $(410,419) (72%)Provision for income taxes3,440 3,830 (10%)Effective tax rate(3%) (1%) *As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details. Our effective tax rate was (3%) and (1%) for the years ended December 31, 2017 and 2016, respectively. Our effective tax rate decreased during the yearended December 31, 2017, compared to the prior year, primarily due to the decrease in our loss from operations. See Note 17 in the notes to our consolidatedfinancial statements included elsewhere in this Annual Report on Form 10-K for our reconciliation of income taxes at the statutory federal rate to theprovision for income taxes.49Table of ContentsNet Loss Year Ended December 31 % Change 2017 2016 *As Adjusted *As Adjusted (dollars in thousands) Net loss$(116,846) $(414,249) (72%)Percentage of revenues(6%) (30%) *As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details.Net loss decreased $297.4 million during the year ended December 31, 2017, primarily reflecting the settlement agreements we entered into with HPEand BMC during the prior year. Refer to Note 18 in the notes to our consolidated financial statements included elsewhere in this Annual Report on Form 10-K for further details.50Table of ContentsQuarterly Results of OperationsThe 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 December 31,2018 September 30,2018 June 30, 2018 March 31, 2018 December 31,2017 September 30,2017 June 30, 2017 March 31, 2017 *As Adjusted *As Adjusted *As Adjusted *As Adjusted (in thousands, except per share data)Revenues: Subscription666,139 626,567 585,282 543,325 499,738 449,506 402,672 387,584Professional servicesand other49,302 46,530 45,774 45,897 49,355 42,866 45,586 41,187Total revenues715,441 673,097 631,056 589,222 549,093 492,372 448,258 428,771Cost of revenues: Subscription113,503 106,821 101,699 95,398 87,524 81,878 75,793 70,375Professional servicesand other54,659 51,037 51,466 48,075 46,640 45,608 46,335 45,709Total cost ofrevenues168,162 157,858 153,165 143,473 134,164 127,486 122,128 116,084Gross profit547,279 515,239 477,891 445,749 414,929 364,886 326,130 312,687Operating expenses: Sales and marketing319,163 289,323 310,869 283,701 250,979 217,866 222,393 203,739Research anddevelopment148,662 135,655 127,916 117,268 104,559 98,465 90,005 84,489General andadministrative79,176 80,693 71,095 65,063 60,291 52,465 51,526 46,251Total operatingexpenses547,001 505,671 509,880 466,032 415,829 368,796 363,924 334,479Income (loss)from operations278 9,568 (31,989) (20,283) (900) (3,910) (37,794) (21,792)Interest expense(8,938) (11,233) (15,498) (17,064) (16,813) (16,566) (11,337) (8,678)Interest income and otherincome (expense), net10,615 8,895 6,638 29,987 4,561 579 (8,485) 7,729Income (loss)before incometaxes1,955 7,230 (40,849) (7,360) (13,152) (19,897) (57,616) (22,741)Provision for (benefitfrom) income taxes(5,060) (1,175) 11,897 (17,982) 4,194 2,285 (1,812) (1,227)Net income(loss)$7,015 $8,405 $(52,746) $10,622 $(17,346) $(22,182) $(55,804) $(21,514)Net income (loss) pershare - basic$0.04 $0.05 $(0.30) $0.06 $(0.10) $(0.13) $(0.33) $(0.13)Net income (loss) pershare - diluted$0.04 $0.04 $(0.30) $0.06 $(0.10) $(0.13) $(0.33) $(0.13)Weighted-average sharesused to compute netincome (loss) per share -basic179,763,953 178,719,694 177,343,176 175,482,833 173,567,143 171,883,190 170,419,083 168,742,366Weighted-average sharesused to compute netincome (loss) per share -diluted190,662,082 192,190,899 177,343,176 190,249,786 173,567,143 171,883,190 170,419,083 168,742,366*As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details.51Table of ContentsSeasonality, Cyclicality and Quarterly TrendsWe 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, which incentivize our direct sales force tomeet their annual quotas by December 31, and large enterprise account buying patterns typical in the software industry, which are driven primarily by theexpiration of annual authorized budgeted expenditures. In addition, the number of agreements entered into with the U.S. federal government has historicallybeen higher in the third quarter of each year, driven primarily by timing of annual budget expenditures. Furthermore, we usually sign a significant portion ofthese agreements during the last month, and often the last two weeks, of each quarter. This seasonality in the timing of entering into customer contracts issometimes not immediately apparent in our billings due to the fact that we typically exclude cloud-offering contracts with a future start date from ourbillings. Similarly, this seasonality is reflected to a much lesser extent, and sometimes is not immediately apparent in our revenues, due to the fact that werecognize subscription revenues from our cloud offering contracts over the term of the subscription agreement, which is generally 12 to 36 months. Althoughthese seasonal factors are common in the technology industry, historical patterns should not be considered a reliable indicator of our future sales activity orperformance. Our revenues have increased over the periods presented due to increased sales to new and existing customers. Our operating expenses have increasedover the periods presented primarily due to increases in headcount, data center operations and other related expenses to support our growth. We havehistorically seen an increase in marketing expenses in the quarter ended June 30, and a corresponding decrease in marketing expenses in the quarter endedSeptember 30 due to the expenses incurred for our annual Knowledge user conference, partially offset by related proceeds. Marketing expenses in the quarterended December 31 are also historically higher due to user forums we conduct in that quarter. We anticipate operating expenses will continue to increase infuture periods as we continue to focus on investing in the long-term growth of our business.Our free cash flow is impacted by the timing of collections and disbursements, including the timing of capital expenditures. We have historically seenhigher collections in the quarter ended March 31 due to seasonality in timing of entering into customer contracts as described above. We have historicallyseen higher disbursements in the quarter ended March 31, primarily due to payouts under the preceding year’s annual commission plans and purchases underour employee stock purchase plan, and expect to continue to see higher disbursements in the quarter ended March 31 as we start our 401(k) match program inthe quarter ending March 31, 2019.Liquidity and Capital Resources Our principal sources of liquidity are our cash and cash equivalents, investments, and cash generated from operations. As of December 31, 2018, wehad $1.5 billion in cash and cash equivalents and short-term investments, of which $253.9 million represented cash held by foreign subsidiaries. $249.9million of the $1.5 billion is denominated in currencies other than U.S. Dollar. In addition, we had $581.9 million in long-term investments that provideadditional capital resources. We do not anticipate that we will need funds generated from foreign operations to fund our domestic operations.Prior to the enactment of the Tax Act, we considered earnings from foreign operations to be indefinitely reinvested outside of the United States.Subsequent to the enactment of the Tax Act, we determined that the unremitted earnings of our foreign subsidiaries will no longer be considered indefinitelyreinvested, except in certain designated jurisdictions in which the resident entity is a service provider which is not expected to generate substantial amountsof cash in excess of what may be reinvested by the local entity.In May and June 2017, we issued the 2022 Notes with an aggregate principal amount of $782.5 million. In connection with the issuance of the 2022Notes, we entered into the 2022 Note Hedge transactions and 2022 Warrant transactions with certain financial institutions. The price of our common stockwas greater than or equal to 130% of the conversion price of the 2022 Notes for at least 20 trading days during the 30 consecutive trading days ending on thelast trading day of the quarters ended June 30, 2018 and September 30, 2018. Therefore, the 2022 Notes were convertible at the holders’ option beginning onJuly 1, 2018 through December 31, 2018. The 2022 Notes are not convertible at the holders’ option for the quarter ending March 31, 2019. The impact of the2022 Notes on our liquidity will depend on the settlement method we elect. We currently intend to settle the principal amount of any converted 2022 Notesin cash. We have not received any conversion requests for our 2022 Notes.52Table of ContentsIn November 2013, we issued the 2018 Notes with an aggregate principal amount of $575.0 million. We settled $413.2 million principal amount of the2018 Notes in early conversions and the remaining principal amount was settled on November 1, 2018, the maturity date of our 2018 Notes. The conversionvalue over the principal amount for the early 2018 Note conversions was settled in cash from the exercise of the 2018 Note Hedges. The conversion valueover the principal amount for the principal amount settled on November 1, 2018 was satisfied with approximately 1.3 million shares of our common stock,which was entirely offset by shares of our common stock delivered to us by the 2018 Note Hedge counterparties under the 2018 Note Hedge, and cash in lieuof fractional shares. The shares delivered to us by the 2018 Note Hedge counterparties were immediately retired. As a result of the early note conversions, werecorded a loss of $4.1 million for the year ended December 31, 2018. As a result of the settlement of the 2018 Notes and the 2018 Note Hedges, we recordedan aggregate $6.4 million net reduction to additional paid-in capital, reflecting $773.3 million of fair value adjustments to the conversion option settled,offset by a $766.9 million benefit from the exercise of the 2018 Note Hedges. The 2018 Notes and 2018 Note Hedge are no longer outstanding, and theportion of the 2018 Warrants that have not yet been automatically exercised remain outstanding as of the date of this filing.We have issued and expect to continue to issue additional shares of our common stock in the first half of 2019 upon the automatic exercise of the 2018Warrants. Additionally, we expect to issue additional shares of our common stock in the second half of 2022 upon the automatic exercise of the 2022Warrants. As the 2018 Warrants and the 2022 Warrants will be net share settled, the total number of shares of our common stock we will issue depends on thedaily volume-weighted average stock prices over a 60 trading day period beginning on the first expiration date of the 2018 Warrants, which was February 1,2019, and the first expiration date of the 2022 Warrants, which will be September 1, 2022. Because exercises of the 2018 Warrants and the 2022 Warrants willbe net share settled, there will not be an impact on our liquidity. Refer to Note 11 in the notes to our consolidated financial statements included elsewhere inthis Annual Report on Form 10-K for additional information. We anticipate our current cash and cash equivalents balance and cash generated from operations will be sufficient to meet our liquidity needs,including the repayment of our 2022 Notes, expansion of data centers, lease obligations, expenditures related to the growth of our headcount and theacquisition of fixed assets, intangibles, and investments in office facilities, to accommodate our growth for at least the next 12 months. Whether theseresources are adequate to meet our liquidity needs beyond that period will depend on our growth, operating results, cash utilized for acquisitions and/or debtretirements if any are consummated, and the capital expenditures required to meet possible increased demand for our services. If we require additional capitalresources to grow our business at any time in the future, we may seek to finance our operations from the current funds available or seek additional equity ordebt financing. Year Ended December 31, 2018 2017 2016 *As Adjusted *As Adjusted (in thousands)Net cash provided by operating activities$811,089 $642,940 $159,081Net cash used in investing activities(347,422) (883,948) (108,238)Net cash (used in) provided by financing activities(607,428) 538,892 (55,752)Net (decrease) increase in cash, cash equivalents and restricted cash(159,291) 325,897 (10,854)*As adjusted to reflect the impact of the full retrospective adoption of Topic 606.Operating ActivitiesCash provided by operating activities mainly consists of our net loss adjusted for repayments of convertible senior notes attributable to debt discount,certain non-cash items, including depreciation and amortization, amortization of premiums on investments, amortization of deferred commissions,amortization of issuance cost and debt discount, stock-based compensation, and changes in operating assets and liabilities during the year.Net cash provided by operating activities was $811.1 million for the year ended December 31, 2018 compared to $642.9 million for the prior year. Theincrease in operating cash flow was primarily due to a decrease in net loss of $90.1 million. The remaining change was due to an increase in non-cashadjustments to reconcile net loss to net cash provided by operations and the favorable impact on operating cash flow from changes in operating assets andliabilities.53Table of ContentsNet cash provided by operating activities was $642.9 million for the year ended December 31, 2017 compared to $159.1 million for the prior year. Theincrease in operating cash flow was primarily due to $267.5 million cash paid for aggregate legal settlements during the year ended December 31, 2016 (referto Note 18 in the notes to our consolidated financial statements included elsewhere in this Annual Report on Form 10-K for further details). The remainingchange was due to an increase in non-cash adjustments to reconcile net loss to net cash provided by operations and the favorable impact on operating cashflow from changes in operating assets and liabilities. Investing ActivitiesNet cash used in investing activities for the year ended December 31, 2018 was $347.4 million compared to $883.9 million for the prior year. Thedecrease in cash used in investing activities was mainly due to a $612.5 million decrease in net purchases of investments and a $20.8 million decrease inbusiness combinations, net of cash and restricted cash acquired. The decrease in cash used in investing activities was partially offset by a $74.0 millionincrease in capital expenditures related to the purchases of infrastructure hardware equipment to support the expansion of our data centers as well asinvestments in leasehold improvements, furniture and equipment to support our headcount growth, an $17.7 million increase in purchases of otherintangibles and a $5.1 million increase in purchases of strategic investments.Net cash used in investing activities for the year ended December 31, 2017 was $883.9 million compared to $108.2 million for the prior year. Theincrease in cash used in investing activities was mainly due to a $714.7 million increase in net purchases of investments, a $44.9 million increase in capitalexpenditures related to the purchases of infrastructure hardware equipment to support the expansion of our data centers as well as investments in leaseholdimprovements, furniture and equipment to support our headcount growth, a $23.9 million increase in business combinations, net of cash and restricted cashacquired, and a $4.3 million increase in purchases of strategic investments. The increase in cash used in investing activities was partially offset by a $12.1million decrease in purchases of other intangibles. Financing Activities Net cash used in financing activities for the year ended December 31, 2018 was $607.4 million compared to net cash provided by financing activities of$538.9 million for the prior year. During the year ended December 31, 2017, we had $698.2 million in net proceeds from issuance of the 2022 Notes and therelated 2022 Note Hedge and 2022 Warrant transactions, and used $55.0 million in cash to repurchase shares of our common stock. During the year endedDecember 31, 2018, we had additional financing cash outflows of $429.6 million relating to the repayments of the 2018 Notes attributable to principal and$99.1 million increase in taxes paid related to net share settlement of equity awards, partially offset by a $21.6 million increase in proceeds from employeeequity plans.Net cash provided by financing activities for the year ended December 31, 2017 was $538.9 million compared to net cash used in financing activities of$55.8 million for the prior year. The change was primarily due to a $698.2 million increase in net proceeds from issuance of the 2022 Notes and the 2022Note Hedge and 2022 Warrant transactions entered into during the year ended December 31, 2017 and a $16.2 million increase in proceeds from employeestock plans, partially offset by a $62.0 million increase in taxes paid related to net share settlement of equity awards and a $55.0 million increase in cash usedto repurchase shares of our common stock.54Table of ContentsContractual Obligations and CommitmentsThe following table represents our future non-cancelable contractual obligations as of December 31, 2018, aggregated by type: Payments Due by Period Total LessThan1 Year 1 – 3Years 3 – 5Years MoreThan5 Years (in thousands)Operating leases (1)$898,851 $55,435 $124,344 $140,198 $578,874Purchase obligations (2)140,377 55,875 73,402 8,469 2,631Principal amount payable on our convertible seniornotes (3)782,500 — — 782,500 —Other3,743 813 1,708 1,222 —Total contractual obligations$1,825,471 $112,123 $199,454 $932,389 $581,505(1)Consists of future non-cancelable minimum rental payments under operating leases for some of our offices and data centers.(2)Consists of future minimum payments under non-cancelable purchase commitments related to our daily business operations. Not included in the table above are certain purchasecommitments related to our future annual Knowledge user conferences and other customer or sales conferences to be held in 2020 and future years. If we were to cancel thesecontractual commitments as of December 31, 2018, we would have been obligated to pay cancellation penalties of approximately $18.5 million in aggregate.(3)For additional information regarding our convertible senior notes, refer to Note 11 in the notes to our consolidated financial statements included elsewhere in this Annual Reporton Form 10-K.In addition to the obligations in the table above, $4.7 million of unrecognized tax benefits have been recorded as liabilities as of December 31, 2018. Itis uncertain as to if or when such amounts may be settled.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 EstimatesOur 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 report our revenues in two categories: (i) subscriptions and (ii) professional services and other.Revenues are recognized when control of these services is transferred to our customers, in an amount that reflects the consideration we expect to beentitled to in exchange for those services.55Table of ContentsWe determine revenue recognition through the following steps:•Identification of the contract, or contracts, with a customer;•Identification of the performance obligations in the contract;•Determination of the transaction price;•Allocation of the transaction price to the performance obligations in the contract; and•Recognition of revenue when, or as, we satisfy a performance obligation.Subscription revenuesSubscription revenues are primarily comprised of subscription fees that give customers access to the ordered subscription service, related support andupdates, if any, to the subscribed service during the subscription term. For our cloud services, we recognize subscription revenues ratably over the contractterm beginning on the commencement date of each contract, the date we make our services available to our customers. Our contracts with customers typicallyinclude a fixed amount of consideration and are generally non-cancelable and without any refund-type provisions. We typically invoice our customersannually in advance for our subscription services upon execution of the initial contract or subsequent renewal, and our invoices are typically due within 30days from the invoice date.Subscription revenues also include revenues from self-hosted offerings in which customers deploy, or we grant customers the option to deploy withoutsignificant penalty, our subscription service internally or contract with a third party to host the software. For these contracts, we account for the softwareelement and the related support and updates separately as they are distinct performance obligations (refer to the discussion below related to contracts withmultiple performance obligations for further details). The transaction price is allocated to separate performance obligations on a relative standalone sellingprice (SSP) basis. Transaction price allocated to the software element is recognized upon delivery, which is when transfer of control of the software to thecustomer is complete. The transaction price allocated to the related support and updates are recognized ratably over the contract term.Professional services and other revenuesOur professional services arrangements are primarily on a time-and-materials basis, and revenues on these arrangements are recognized as the servicesare delivered. We typically invoice our customers monthly in arrears for these professional services based on actual hours and expenses incurred, and ourinvoices are typically due within 30 days from the invoice date. Some of our professional services arrangements are on a fixed fee or subscription basis, underwhich we recognize revenues on a proportional performance basis or ratably over the contract term. In instances where certain milestones are required to bemet before revenues are recognized, we defer professional services revenues and the associated costs until milestone criteria have been met. Other revenuesconsist of fees from customer training delivered on-site or through publicly available classes.Contracts with multiple performance obligationsWe enter into contracts that can include various combinations of products and services, which are generally capable of being distinct and accounted foras separate performance obligations. For these contracts, the transaction price is allocated to the separate performance obligations on a relative SSP basis.Evaluating the terms and conditions included within our customer contracts to ensure appropriate revenue recognition and determining whether products andservices are considered distinct performance obligations that should be accounted for separately versus together may require significant judgment.Significant judgment is also involved in determining SSP by considering the historical selling price of these performance obligations in similar transactionsas well as other factors, including, but not limited to, competitive pricing of similar products, other software vendor pricing, industry publications and currentpricing practices.56Table of ContentsDeferred CommissionsDeferred commissions are the incremental selling costs that are associated with acquiring customer contracts and consist primarily of sales commissionspaid to our sales force and referral fees paid to independent third-parties. Capitalized sales commissions also include the associated payroll taxes and fringebenefit costs associated with payments to our sales employees to the extent they are incremental. Commissions and referral fees earned upon the execution ofinitial and expansion contracts are primarily deferred and amortized over a period of benefit that we have determined to be five years. Commissions earnedupon the renewal of customer contracts are deferred and amortized over the average renewal term. Additionally, for self-hosted offerings, consistent with therecognition of subscription revenues for self-hosted offerings, a portion of the commission cost is expensed upfront when the self-hosted offering is madeavailable. The determination of the period of benefit requires significant judgment by taking into consideration our customer contracts, our technology lifecycle and other factors. We include amortization of deferred commissions in sales and marketing expense in our consolidated statements of comprehensiveincome (loss). Business combinationsThe allocation of the purchase price requires us to make significant estimates in determining the fair value of acquired assets and assumed liabilities,especially with respect to intangible assets. These estimates are based upon a number of factors, including historical experience, market conditions andinformation obtained from the management of the acquired company. Critical estimates in valuing certain intangible assets included, but are not limited to,cash flows that an asset is expected to generate in the future, discount rates, the time and expense that would be necessary to recreate the assets and the profitmargin a market participant would receive. These estimates are inherently uncertain and unpredictable and, as a result, actual results may differ fromestimates.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.We evaluate and test the recoverability of goodwill in our single reporting unit for impairment at least annually during our fourth quarter or morefrequently if circumstances indicate that goodwill may not be recoverable. We periodically review the carrying amounts of long-lived assets, such as propertyand equipment and purchased intangible assets for impairment whenever events or changes in circumstances indicate that the carrying amount of the assetsmay not be recoverable. We have not recognized any impairment charges related to goodwill and long-lived assets during the years ended December 31,2018, 2017 and 2016 because the aggregate fair value of our Company has consistently and materially exceeded the carrying value of our single reportingunit and asset group.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. To the extent an impairment indicator exists, the measurement of the impairment charge requires significant judgment, andcould result in a material charge to operating expenses. Stock-based Compensation We recognize compensation expense related to stock options and restricted stock units (RSUs) with only a service condition on a straight-line basisover the requisite service period, which is generally the vesting term of four years. For RSUs granted with both service condition and a performancecondition, the expenses are recognized on a graded vesting basis over the requisite service period of generally three years, after assessing the probability ofachieving requisite performance criteria. This has the impact of greater stock-based compensation expense during the initial years of the vesting period asstock-based compensation cost is recognized over the requisite service period for each separately vesting tranche of the award as though the award were, insubstance, multiple awards. We recognize compensation expense related to shares issued pursuant to the employee stock purchase plan (ESPP) on a straight-line basis over the six-month offering period. We estimate the fair value of options using the Black-Scholes options pricing model and fair value of RSUawards using the fair value of our common stock on the date of grant. We recognize compensation expense net of estimated forfeiture activity, which is basedon historical forfeiture rates. We evaluate the forfeiture rates at least annually or when events or circumstances indicate a change may be needed. This maycause a fluctuation in our stock-based compensation in the period of change.57Table of ContentsIncome 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, carryforward periods andprudent and feasible tax planning strategies. Due to cumulative losses over recent years and based on all available positive and negative evidence, we havedetermined that it is more likely than not that our U.S. and certain foreign deferred tax assets will not be realizable as of December 31, 2018. To the extentsufficient positive evidence becomes available, we may release a portion, or all, of our valuation allowance in one or more future periods. A release of thevaluation allowance, if any, would result in the recognition of certain deferred tax assets and a material income tax benefit for the period in which suchrelease is recorded. 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.New Accounting Pronouncements Pending AdoptionThe impact of recently issued accounting standards is set forth in Note 2, Summary of Significant Accounting Policies, of the notes to our consolidatedfinancial statements included elsewhere in this Annual Report on Form 10-K.ITEM 7A.QUALITATIVE AND QUANTITATIVE DISCLOSURES ABOUT MARKET RISKForeign Currency Exchange RiskWe 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 British Pound Sterling, and therefore benefit from a weakening of the U.S. Dollar relative tothese currencies and, conversely, 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 revenues was 71% during the year ended December 31, 2018 and 73% during each of the years ended December 31, 2017 and2016. In order to manage certain exposures to currency fluctuations, we initiated a limited hedging program during the year ended December 31, 2018 byentering into foreign currency derivative contracts to hedge a portion of our net outstanding monetary assets and liabilities. These derivative contracts areintended to offset gains or losses related to remeasuring monetary assets and liabilities that are denominated in currencies other than the functional currencyof the entities in which they are recorded.A hypothetical 10% increase in the U.S. Dollar against other currencies would have resulted in an increase in operating loss of approximately $23.4million, $15.3 million and $8.1 million for the years ended December 31, 2018, 2017 and 2016, respectively. This analysis disregards the possibilities thatrates can move in opposite directions and that losses from one geographic area may be offset by gains from another geographic area.58Table of ContentsThese derivative contracts expose us to credit risk to the extent that the counterparties may be unable to meet the terms of the arrangement. We mitigatethis credit risk by transacting with major financial institutions with high credit ratings and entering into master netting arrangements, which permit netsettlement of transactions with the same counterparty. While the contract or notional amount is often used to express the volume of foreign currencyderivative contracts, the amounts potentially subject to credit risk are generally limited to the amounts, if any, by which the counterparties’ obligations underthe agreements exceed our obligations to the counterparties. We are not required to pledge, and are not entitled to receive, cash collateral related to thesederivative instruments. We do not enter into derivative contracts for trading or speculative purposes. Refer to Note 8 in the notes to our consolidatedfinancial statements included elsewhere in this Annual Report on Form 10-K for additional information. Interest Rate Sensitivity We had an aggregate of $2.1 billion in cash, cash equivalents, short-term investments and long-term investments as of December 31, 2018. This amountwas invested primarily in money market funds, certificates of deposit, corporate notes and bonds, government and agency securities and other debt securitieswith a minimum rating of BBB by Standard & Poor’s, Baa2 by Moody’s, or BBB by Fitch. The primary objectives of our investment activities are thepreservation of capital and support of our liquidity requirements. Our investments are exposed to market risk due to fluctuations in interest rates, which mayaffect our interest income and the fair market value of our investments.A hypothetical 100 basis point increase in interest rates would have resulted in an approximate $9.2 million decline of the fair value of our $2.1 billionof available-for-sale securities. This estimate is based on a sensitivity model that measures market value changes when changes in interest rates occur.As of December 31, 2017, we had an aggregate of $2.2 billion in cash, cash equivalents, short-term investments and long-term investments, and ahypothetical 100 basis point increase in interest rates would have resulted in an approximate $10.7 million decline of the fair value of our available-for-salesecurities.Market RiskIn May and June 2017, we issued the 2022 Notes with an aggregate principal amount of $782.5 million. We carry these instruments at face value lessunamortized discount on our consolidated balance sheet. Because these instruments do not bear interest, we have no economic interest rate exposure on our2022 Notes associated with changes in interest rates. However, the fair value of our 2022 Notes is exposed to interest rate risks. Generally, the fair marketvalue of our 2022 Notes will increase as interest rates fall and decrease as interest rates rise. In addition, the fair value of the Notes is affected by our stockprice due to the conversion feature, and will generally increase as the stock price increases.We hold cash balances with multiple financial institutions in various countries and these balances routinely exceed deposit insurance limits.As of December 31, 2018, we had $15.6 million invested primarily in preferred stock of privately-held companies that are in the development stage. Thefair value of these strategic investments may fluctuate depending on the financial condition and near-term prospects of these companies, and we may berequired to record an impairment charge if the carrying value of these investments exceed their fair value.59Table of ContentsITEM 8.CONSOLIDATED FINANCIAL STATEMENTS AND SUPPLEMENTARY DATASERVICENOW, INC. INDEX TO CONSOLIDATED FINANCIAL STATEMENTS PageReport of Independent Registered Public Accounting Firm61 Consolidated Financial Statements Consolidated Balance Sheets63 Consolidated Statements of Comprehensive Loss64 Consolidated Statements of Stockholders’ Equity65 Consolidated Statements of Cash Flows66 Notes to Consolidated Financial Statements67The supplementary financial information required by this Item 8 is included in Part II, Item 7 under the caption “Quarterly Results of Operations”, which isincorporated herein by reference.60Table of ContentsReport of Independent Registered Public Accounting Firm To the Board of Directors and Stockholders of ServiceNow, Inc.Opinions on the Financial Statements and Internal Control over Financial ReportingWe have audited the accompanying consolidated balance sheets of ServiceNow, Inc. and its subsidiaries (the “Company”) as of December 31, 2018 andDecember 31, 2017, the related consolidated statements of comprehensive loss, of stockholders’ equity and of cash flows for each of the three years in theperiod ended December 31, 2018, including the related notes (collectively referred to as the “consolidated financial statements”). We also have audited theCompany’s internal control over financial reporting as of December 31, 2018, based on criteria established in Internal Control - Integrated Framework(2013) issued by the Committee of Sponsoring Organizations of the Treadway Commission (COSO).In our opinion, the consolidated financial statements referred to above present fairly, in all material respects, the financial position of the Company as ofDecember 31, 2018 and December 31, 2017, and the results of its operations and its cash flows for each of the three years in the period ended December 31,2018 in conformity with accounting principles generally accepted in the United States of America. Also in our opinion, the Company maintained, in allmaterial respects, effective internal control over financial reporting as of December 31, 2018, based on criteria established in Internal Control - IntegratedFramework (2013) issued by the COSO.Change in Accounting PrincipleAs discussed in Note 2 to the consolidated financial statements, the Company changed the manner in which it accounts for revenues from contracts withcustomers in 2018.Basis for OpinionsThe Company’s management is responsible for these consolidated financial statements, for maintaining effective internal control over financial reporting,and for its assessment of the effectiveness of internal control over financial reporting, included in Management’s Annual Report on Internal Control overFinancial Reporting appearing under Item 9A. Our responsibility is to express opinions on the Company’s consolidated financial statements and on theCompany’s internal control over financial reporting based on our audits. We are a public accounting firm registered with the Public Company AccountingOversight Board (United States) (PCAOB) and are required to be independent with respect to the Company in accordance with the U.S. federal securities lawsand the applicable rules and regulations of the Securities and Exchange Commission and the PCAOB.We conducted our audits in accordance with the standards of the PCAOB. Those standards require that we plan and perform the audits to obtain reasonableassurance about whether the consolidated financial statements are free of material misstatement, whether due to error or fraud, and whether effective internalcontrol over financial reporting was maintained in all material respects.Our audits of the consolidated financial statements included performing procedures to assess the risks of material misstatement of the consolidated financialstatements, whether due to error or fraud, and performing procedures that respond to those risks. Such procedures included examining, on a test basis,evidence regarding the amounts and disclosures in the consolidated financial statements. Our audits also included evaluating the accounting principles usedand significant estimates made by management, as well as evaluating the overall presentation of the consolidated financial statements. 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.61Table of ContentsDefinition and Limitations of Internal Control over Financial ReportingA 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, 2019We have served as the Company’s auditor since 2011.62Table of ContentsSERVICENOW, INC.CONSOLIDATED BALANCE SHEETS(in thousands, except share and per share data) December 31, 2018 2017 *As AdjustedAssets Current assets: Cash and cash equivalents$566,204 $726,495Short-term investments931,718 1,052,803Accounts receivable, net574,810 437,051Current portion of deferred commissions139,890 109,643Prepaid expenses and other current assets132,071 95,959Total current assets2,344,693 2,421,951Deferred commissions, less current portion282,490 224,252Long-term investments581,856 391,442Property and equipment, net347,216 245,124Intangible assets, net100,582 86,916Goodwill148,845 128,728Other assets73,458 51,832Total assets$3,879,140 $3,550,245Liabilities and Stockholders’ Equity Current liabilities: Accounts payable$30,733 $32,109Accrued expenses and other current liabilities330,246 253,257Current portion of deferred revenue1,651,594 1,210,695Current portion of convertible senior notes, net— 543,418Total current liabilities2,012,573 2,039,479Deferred revenue, less current portion38,597 36,120Convertible senior notes, net661,707 630,018Other long-term liabilities55,064 65,884Total liabilities2,767,941 2,771,501Commitments 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; 180,175,355 and 174,275,864shares issued and outstanding at December 31, 2018 and 2017, respectively180 174Additional paid-in capital2,093,834 1,731,367Accumulated other comprehensive income (loss)(4,035) 5,767Accumulated deficit(978,780) (958,564)Total stockholders’ equity1,111,199 778,744Total liabilities and stockholders’ equity$3,879,140 $3,550,245*As adjusted to reflect the impact of the full retrospective adoption of Topic 606.See accompanying notes to consolidated financial statements63Table of ContentsSERVICENOW, INC.CONSOLIDATED STATEMENTS OF COMPREHENSIVE LOSS(in thousands, except share and per share data) Year Ended December 31, 201820172016 *As Adjusted *As AdjustedRevenues: Subscription$2,421,313 $1,739,500 $1,234,070Professional services and other187,503 178,994 156,915Total revenues2,608,816 1,918,494 1,390,985Cost of revenues (1): Subscription417,421 315,570 235,414Professional services and other205,237 184,292 163,581Total cost of revenues622,658 499,862 398,995Gross profit1,986,158 1,418,632 991,990Operating expenses (1): Sales and marketing1,203,056 894,977 659,983Research and development529,501 377,518 285,239General and administrative296,027 210,533 158,936Legal settlements— — 270,000Total operating expenses2,028,584 1,483,028 1,374,158Loss from operations(42,426) (64,396) (382,168)Interest expense(52,733) (53,394) (33,278)Interest income and other income (expense), net56,135 4,384 5,027Loss before income taxes(39,024) (113,406) (410,419)Provision for (benefit from) income taxes(12,320) 3,440 3,830Net loss$(26,704) $(116,846) $(414,249)Net loss per share - basic and diluted$(0.15) $(0.68) $(2.52)Weighted-average shares used to compute net loss per share - basic anddiluted177,846,023 171,175,577 164,533,823Other comprehensive income (loss): Foreign currency translation adjustments$(1,903) $23,064 $(6,487)Unrealized gains (losses) on investments, net of tax(665) 5,376 588Other comprehensive income (loss)(2,568) 28,440 (5,899)Comprehensive loss$(29,272) $(88,406) $(420,148)(1)Includes stock-based compensation as follows: Year Ended December 31, 2018 2017 2016 *As Adjusted *As AdjustedCost of revenues: Subscription$48,738 $35,334 $28,420Professional services and other32,816 27,401 26,516Sales and marketing228,045 170,527 131,571Research and development135,203 92,025 81,731General and administrative99,151 68,717 49,416*As adjusted to reflect the impact of the full retrospective adoption of Topic 606.See accompanying notes to consolidated financial statements64Table of ContentsSERVICENOW, INC.CONSOLIDATED STATEMENTS OF STOCKHOLDERS’ EQUITY(in thousands, except share data) Common Stock AdditionalPaid-inCapital AccumulatedDeficit AccumulatedOtherComprehensiveIncome (Loss) TotalStockholders’Equity Shares Amount Balance at December 31, 2015160,785,764 $160 $1,140,545 $(557,009) $(16,882) $566,814Cumulative effect adjustment for ASU 2016-09adoption— — 11,423 — 11,423Cumulative effect adjustment for Topic 606adoption— — — 118,117 108 118,225Common stock issued under employee stockplans6,645,009 7 66,361 — — 66,368Taxes paid related to net share settlement ofequity awards— — (119,914) — — (119,914)Stock-based compensation— — 318,325 — — 318,325Other comprehensive loss, net, as adjusted— — — — (5,899) (5,899)Net loss, as adjusted— — — (414,249) — (414,249)Balance at December 31, 2016, as adjusted167,430,773 $167 $1,405,317 $(841,718) $(22,673) $541,093Common stock issued under employee stockplans7,385,897 7 82,552 — — 82,559Repurchases and retirement of common stock(540,806) — (55,000) — — (55,000)Taxes paid related to net share settlement ofequity awards— — (182,127) — — (182,127)Stock-based compensation— — 394,680 — — 394,680Equity component of the convertible notes, net— — 159,891 — — 159,891Purchase of convertible note hedge— — (128,017) — — (128,017)Issuance of warrants— — 54,071 — — 54,071Other comprehensive income, net, as adjusted— — — — 28,440 28,440Net loss, as adjusted— — — (116,846) — (116,846)Balance at December 31, 2017, as adjusted174,275,864 $174 $1,731,367 $(958,564) $5,767 $778,744Cumulative effect adjustment for ASU 2016-01adoption— — — 7,234 (7,234) —Cumulative effect adjustment for ASU 2016-16adoption— — — (746) — (746)Common stock issued under employee stockplans5,899,519 6 104,167 — — 104,173Taxes paid related to net share settlement ofequity awards— — (281,061) — — (281,061)Stock-based compensation— — 545,805 — — 545,805Settlement of 2018 Notes conversion feature1,313,589 1 (773,302) — — (773,301)Benefit from exercise of 2018 Note Hedges(1,313,617) (1) 766,858 — — 766,857Other comprehensive loss, net— — — — (2,568) (2,568)Net loss— — — (26,704) — (26,704)Balance at December 31, 2018180,175,355 $180 $2,093,834 $(978,780) $(4,035) $1,111,199See accompanying notes to consolidated financial statements65Table of ContentsSERVICENOW, INC.CONSOLIDATED STATEMENTS OF CASH FLOWS(in thousands) Year Ended December 31, 2018 2017 2016 *As Adjusted *As AdjustedCash flows from operating activities: Net loss$(26,704) $(116,846) $(414,249)Adjustments to reconcile net loss to net cash provided by operating activities: Depreciation and amortization149,604 113,875 83,082Amortization of deferred commissions143,358 99,105 69,565Amortization of debt discount and issuance costs52,733 53,394 33,278Stock-based compensation543,953 394,004 317,654Deferred income tax(34,180) (5,724) (658)Gain on marketable equity securities(19,257) — —Repayments of convertible senior notes attributable to debt discount(145,349) — —Other6,177 (905) 3,764Changes in operating assets and liabilities, net of effect of business combinations: Accounts receivable(146,148) (99,693) (126,415)Deferred commissions(239,382) (190,246) (151,921)Prepaid expenses and other assets(19,886) (34,288) (24,164)Accounts payable(4,757) (5,504) (3,554)Deferred revenue468,856 369,242 285,139Accrued expenses and other liabilities82,071 66,526 87,560Net cash provided by operating activities811,089 642,940 159,081Cash flows from investing activities: Purchases of property and equipment(224,462) (150,510) (105,562)Business combinations, net of cash and restricted cash acquired(37,440) (58,203) (34,297)Purchases of other intangibles(24,400) (6,670) (18,750)Purchases of investments(1,285,943) (1,189,511) (518,664)Purchases of strategic investments(9,839) (4,750) (500)Sales of investments39,975 85,106 297,998Maturities of investments1,194,687 440,590 271,537Net cash used in investing activities(347,422) (883,948) (108,238)Cash flows from financing activities: Net proceeds from borrowings on convertible senior notes— 772,127 —Repayments of convertible senior notes attributable to principal(429,645) (4) —Proceeds from issuance of warrants— 54,071 —Purchases of convertible note hedges— (128,017) —Repurchases and retirement of common stock— (55,000) —Proceeds from employee stock plans104,160 82,567 66,378Taxes paid related to net share settlement of equity awards(281,010) (181,938) (119,907)Payments on financing obligations(933) (4,914) (2,223)Net cash (used in) provided by financing activities(607,428) 538,892 (55,752)Foreign currency effect on cash, cash equivalents and restricted cash(15,530) 28,013 (5,945)Net (decrease) increase in cash, cash equivalents and restricted cash(159,291) 325,897 (10,854)Cash, cash equivalents and restricted cash at beginning of period727,829 401,932 412,786Cash, cash equivalents and restricted cash at end of period$568,538 $727,829 $401,932Cash, cash equivalents and restricted cash at end of period: Cash and cash equivalents$566,204 $726,495 $401,238Current portion of restricted cash included in prepaid expenses and other currentassets2,334 1,301 694Non-current portion of restricted cash included in other assets— 33 —Total cash, cash equivalents and restricted cash shown in the consolidated statement ofcash flows$568,538 $727,829 $401,932Supplemental disclosures of other cash flow information: Income taxes paid, net of refunds$17,507 $7,899 $4,338Non-cash investing and financing activities: Settlement of 2018 Notes conversion feature$773,302 $— $—Benefit from exercise of 2018 Note Hedge$766,858 $— $—Property and equipment included in accounts payable and accrued expenses$25,767 $15,007 $15,381Purchases of intangible assets included in accrued expenses and other liabilities$8,500 $6,750 $6,210 *As adjusted to reflect the impact of the full retrospective adoption of Topic 606.See accompanying notes to consolidated financial statements66Table of ContentsSERVICENOW, INC.NOTES TO CONSOLIDATED FINANCIAL STATEMENTSUnless the context requires otherwise, references in this report to “ServiceNow,” the “Company,”, “we,” “us,” and “our” refer to ServiceNow, Inc.and its consolidated subsidiaries.(1) Description of the BusinessServiceNow, the company that makes work, work better for people, is a leading provider of enterprise cloud computing solutions that define, structure,manage and automate digital workflows for global enterprises. We deliver digital workflows that help our customers create great experiences and unlockproductivity. Our Now Platform, the intelligent and intuitive platform for work, enables enterprise-wide experiences and productivity by simplifying andstreamlining processes across systems, functions and departments. Our product portfolio focuses on delivering IT, employee and customer service workflowexperiences, and our app engine enables our customers to build any workflow application that makes sense for their business.(2) Summary of Significant Accounting Policies Basis of PresentationEffective January 1, 2018, we adopted the Accounting Standards Update (ASU) 2014-09, “Revenue from Contracts with Customers (Topic 606)” asdiscussed further below in this Note 2. All amounts and disclosures set forth in this Form 10-K in these consolidated financial statements have been updatedto comply with the new standard, including previously reported amounts, which are labeled “as adjusted” in these consolidated financial statements andrelated notes. Certain prior period amounts reported in our consolidated financial statements and notes thereto, such as Notes 10 and 17, have beenreclassified to conform to the current period presentation.Principles of ConsolidationThe consolidated financial statements have been prepared in conformity with accounting principles generally accepted in the United States (GAAP),and include our accounts and the accounts of our wholly-owned subsidiaries. All intercompany transactions and balances have been eliminated uponconsolidation. Use of EstimatesThe 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. Such management estimates andassumptions include, but are not limited to, the stand-alone selling price (SSP) for each distinct performance obligation included in customer contracts withmultiple performance obligations, the period of benefit for deferred commissions, purchase price allocation for business combinations, stock-basedcompensation expenses, the assessment of the useful life and recoverability of our property and equipment, goodwill and identifiable intangible assets, fairvalue of convertible notes, income taxes and legal contingencies. Actual results could differ from those estimates.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 as asingle operating and reportable segment. Foreign Currency Translation and Transactions 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 incomeand other income (expense), net within the consolidated statements of comprehensive income (loss), and have not been material for all periods presented.67Table of ContentsDerivative Financial Instruments and Hedging ActivitiesWe use derivative financial instruments to manage foreign currency risks. These derivative contracts consist of forward contracts entered into withvarious counterparties and are not designated as hedging instruments under applicable accounting guidance. As such, all changes in the fair value of thesederivative contracts are recorded in Interest income and other income (expense), net on the consolidated statements of comprehensive income (loss), and areintended to offset the foreign currency gains or losses associated with the underlying monetary assets and liabilities. Changes in the related derivative assetsand liabilities balances are classified as operating activities in the consolidated statement of cash flows.Allocation of Overhead Costs Overhead costs associated with office facilities, IT and certain depreciation related to infrastructure that is not dedicated for customer use or researchand development use are allocated to cost of revenues and operating expenses based on headcount. Revenue RecognitionWe report our revenues in two categories: (i) subscriptions and (ii) professional services and other.Revenues are recognized when control of these services is transferred to our customers, in an amount that reflects the consideration we expect to beentitled to in exchange for those services.We determine revenue recognition through the following steps:•Identification of the contract, or contracts, with a customer•Identification of the performance obligations in the contract•Determination of the transaction price•Allocation of the transaction price to the performance obligations in the contract•Recognition of revenue when, or as, we satisfy a performance obligationSubscription revenuesSubscription revenues are primarily comprised of subscription fees that give customers access to the ordered subscription service, related support andupdates, if any, to the subscribed service during the subscription term. We recognize subscription revenues ratably over the contract term beginning on thecommencement date of each contract, which is the date we make our services available to our customers. Our contracts with customers typically include afixed amount of consideration and are generally non-cancelable and without any refund-type provisions. We typically invoice our customers annually inadvance for our subscription services upon execution of the initial contract or subsequent renewal, and our invoices are typically due within 30 days from theinvoice date.Subscription revenues also include revenues from self-hosted offerings in which customers deploy, or we grant customers the option to deploy withoutsignificant penalty, our subscription service internally or contract with a third party to host the software. For these contracts, we account for the softwareelement and the related support and updates separately as they are distinct performance obligations. Refer to the discussion below related to contracts withmultiple performance obligations for further details. The transaction price is allocated to separate performance obligations on a relative SSP basis.Transaction price allocated to the software element is recognized upon delivery, which is when transfer of control of the software to the customer is complete.The transaction price allocated to the related support and updates are recognized ratably over the contract term.Professional services and other revenuesOur professional services arrangements are primarily on a time-and-materials basis, and revenues on these arrangements are recognized as the servicesare delivered. We typically invoice our customers monthly in arrears for these professional services based on actual hours and expenses incurred, and ourinvoices are typically due within 30 days from the invoice date. Some of our professional services arrangements are on a fixed fee or subscription basis, underwhich we recognize revenues on a proportional performance basis or ratably over the contract term. In instances where certain milestones are required to bemet before revenues are recognized, we defer professional services revenues and the associated costs until milestone criteria have been met. Other revenuesconsist of fees from customer training delivered on-site or through publicly available classes.68Table of ContentsContracts with multiple performance obligationsWe enter into contracts that can include various combinations of products and services, which are generally capable of being distinct and accounted foras separate performance obligations. We evaluate the terms and conditions included within our customer contracts to ensure appropriate revenue recognition,including whether products and services are considered distinct performance obligations that should be accounted for separately versus together. Forcontracts with multiple performance obligations, the transaction price is allocated to the separate performance obligations on a relative SSP basis. Wedetermine SSP by considering the historical selling price of these performance obligations in similar transactions as well as other factors, including, but notlimited to, competitive pricing of similar products, other software vendor pricing, industry publications and current pricing practices.Unbilled ReceivablesUnbilled receivables, which is a contract asset, represent subscription revenues that are recognized upon delivery of the software prior to beinginvoiced. Unbilled receivables are primarily presented under prepaid expenses and other current assets on our consolidated balance sheets.Deferred revenueDeferred revenue, which is a contract liability, consists primarily of payments received in advance of revenue recognition from our contracts withcustomers and is recognized as the revenue recognition criteria are met. Once our services are available to customers, we record amounts due in accountsreceivable and in deferred revenue. To the extent we bill customers in advance of the billing period commencement date, the accounts receivable andcorresponding deferred revenue amounts are netted to zero on our consolidated balance sheets, unless such amounts have been paid as of the balance sheetdate.Customer depositsCustomer deposits primarily relate to payments received from customers which could be refundable pursuant to the terms of the contract and arepresented under “accrued expenses and other current liabilities” on our consolidated balance sheets.Deferred CommissionsDeferred commissions are the incremental selling costs that are associated with acquiring customer contracts and consist primarily of sales commissionspaid to our sales force and referral fees paid to independent third-parties. Capitalized sales commissions also include the associated payroll taxes and fringebenefit costs associated with payments to our sales employees to the extent they are incremental. Commissions and referral fees earned upon the execution ofinitial and expansion contracts are primarily deferred and amortized over a period of benefit that we have determined to be five years. Commissions earnedupon the renewal of customer contracts are deferred and amortized over the average renewal term. Additionally, for self-hosted offerings, consistent with therecognition of subscription revenue for self-hosted offerings, a portion of the commission cost is expensed upfront when the self-hosted offering is madeavailable. We determine the period of benefit by taking into consideration our customer contracts, our technology life cycle and other factors. We includeamortization of deferred commissions in sales and marketing expense in our consolidated statements of comprehensive income (loss). There was noimpairment loss in relation to the incremental selling costs capitalized for all periods presented.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 69Table of ContentsLevel 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 EquivalentsCash and cash equivalents consist of highly liquid investments with original or remaining maturities of three months or less when purchased. Cash andcash equivalents are stated at fair value. Investments Investments consist of commercial paper, corporate notes and bonds, certificates of deposit and U.S. government and agency securities. We classifyinvestments as available-for-sale at the time of purchase and re-evaluate 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 income (loss), acomponent of stockholders’ equity. We evaluate our investments to assess whether those with unrealized loss positions are other than temporarily impaired.We consider impairments 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 therecovery of their cost basis. Realized gains and losses and declines in value judged to be other than temporary are determined based on the specificidentification method and are reported in interest income and other income (expense), net in the consolidated statements of comprehensive income (loss).Strategic investmentsOur strategic investments consist of debt and non-marketable equity investments in privately-held companies in which we do not have a controllinginterest or significant influence. Debt investments in privately-held companies are classified as available-for-sale and are recorded at their estimated fair valuewith changes in fair value recorded through accumulated other comprehensive income (loss). We have elected to apply the measurement alternative forequity investments that do not have readily determinable fair values, measuring them at cost, less any impairment, plus or minus adjustments resulting fromobservable price changes in orderly transactions for the identical or a similar investment of the same issuer. An impairment loss is recorded when event orcircumstance indicates a decline in value has occurred. We include these strategic investments in “Other assets” on the consolidated balance sheets. 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 collectability 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:Building 39 yearsComputer equipment and software 3-5 yearsFurniture and fixtures 3-7 yearsLeasehold and other 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 and any gain or loss is included in cost ofrevenues or operating expenses depending on whether the asset sold is being used in our provision of services to our customers. Repairs and maintenanceexpenses are charged to our statements of comprehensive income (loss) as incurred. 70Table of ContentsCapitalized Software Development Costs Software development costs for software to be sold, leased, or otherwise marketed are expensed as incurred until the establishment of technologicalfeasibility, at which time those costs are capitalized until the product is available for general release to customers and amortized over the estimated life of theproduct. Technological feasibility is established upon the completion of a working prototype that has been certified as having no critical bugs and is arelease candidate. To date, costs and time incurred between the establishment of technological feasibility and product release have not been significant, andall software development costs have been charged to research and development expense in our consolidated statements of comprehensive income (loss).Costs incurred to develop our internal administration, finance and accounting systems are capitalized during the application development stage andgenerally amortized over the software’s estimated useful life of three to five years. Costs related to preliminary project activities and post implementationactivities are expensed as incurred. Leases Leases are reviewed and classified as capital or operating at their inception. Some of our lease agreements contain rent escalation, rent holidays, leaseincentives and renewal options. Rent escalation and rent holidays are included in the determination of rent expenses to be recorded on a straight-line basisover the lease term. Unless determined to be landlord assets, lease incentives to pay for our costs or assets are recognized as a reduction of rent expense on astraight-line basis over the term of the lease. Renewals are not assumed in the determination of the lease term unless they are deemed to be reasonably assuredat the inception of the lease. We begin recognizing rent expense on the date that we obtain the legal right to use and control the leased space. The differencebetween rent payments and straight-line rent expense is recorded as deferred rent in the consolidated balance sheets. Deferred rent that will be recognizedduring the ensuing 12-month period is recorded as the current portion of deferred rent included in “Accrued expenses and other current liabilities” and theremainder is recorded as long term deferred rent included in “Other long-term liabilities”.Business combinationsThe allocation of the purchase price in a business combination requires us to make significant estimates in determining the fair value of acquired assetsand assumed liabilities, especially with respect to intangible assets. These estimates are based upon a number of factors, including historical experience,market conditions and information obtained from the management of the acquired company. Critical estimates in valuing certain intangible assets included,but are not limited to, cash flows that an asset is expected to generate in the future, discount rates, the time and expense that would be necessary to recreatethe assets and the profit margin a market participant would receive.Goodwill, Intangible Assets and Other Long-Lived AssetsGoodwill represents the excess of the purchase price in a business combination over the fair value of the 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. 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 goodwill impairment test. To calculate any potential impairment, we compare the fair value of a reporting unit with its carrying amount, includinggoodwill. Any excess of the carrying amount of the reporting unit’s goodwill over its fair value is recognized as an impairment loss, and the carrying value ofgoodwill is written down. For purposes of goodwill impairment testing, we have one reporting unit.We periodically review the carrying amounts of long-lived assets, such as property and equipment, and purchased intangible assets for impairmentwhenever events or changes in circumstances indicate that the carrying amount of the assets may not be recoverable. We measure the recoverability of theseassets by comparing the carrying amount of each asset to the future undiscounted cash flows we expect the asset to generate. If we consider any of these assetsto be impaired, the impairment to be recognized equals the amount by which the carrying value of the asset exceeds its fair value. In addition, we periodicallyevaluate the estimated remaining useful lives of long-lived assets to determine whether events or changes in circumstances warrant a revision to theremaining period of depreciation or amortization. Our intangible assets are amortized over their useful lives ranging from four years to ten years.71Table of ContentsAdvertising CostsAdvertising costs, excluding costs related to our annual Knowledge user conference and other user forums, are expensed as incurred and are included insales and marketing expense. These costs for the years ended December 31, 2018, 2017 and 2016 were $65.2 million, $43.3 million and $32.0 million,respectively. Costs, net of proceeds related to our annual Knowledge user conference and other user forums, are deferred and expensed when the respectiveevents occur.Convertible Senior NotesIn May and June 2017, we issued an aggregate of $782.5 million of 0% convertible senior notes (the 2022 Notes) and in November 2013, we issued$575.0 million of 0% convertible senior notes (the 2018 Notes, and together with the 2022 Notes, the Notes). In accounting for the issuance of the Notes, weseparated the Notes into liability and equity components. The carrying cost of the liability component was calculated by measuring the fair value of a similarliability that does not have an associated convertible feature. The carrying amount of the equity component representing the conversion option wasdetermined by deducting the fair value of the liability component from the par value of the Notes. The difference between the principal amount of the Notesand the proceeds allocated to the liability component, or the debt discount, is amortized to interest expense using the effective interest method over the termof the respective Notes. The equity component is not remeasured as long as it continues to meet the conditions for equity classification. In accounting for thetransaction costs related to the issuance of the Notes, we allocated the total amount incurred to the liability and equity components based on their relative fairvalues. Transaction costs attributable to the liability component are being amortized to interest expense over the respective terms of the Notes, andtransaction costs attributable to the equity component were netted with the equity component of the Notes in stockholders’ equity. To the extent we receivenote conversion requests prior to the maturity of the Notes, the difference between the fair value and the amortized book value of the Notes is recorded as again or loss on early note conversion. The fair value of the Notes is measured based on a similar liability that does not have an associated convertible feature,based on the remaining term of the Notes.Legal Contingencies From time to time, we are a party to litigation and other legal proceedings in the ordinary course of business. We accrue for loss contingencies when wecan reasonably estimate the amount of loss or range of loss and when, based on the advice of counsel, we believe it is probable that we will incur the loss.Because of uncertainties related to these matters, we base our estimate on the information available at the time of our assessment. As additional informationbecomes available, we reassess our potential liability and may revise our estimate.Stock-based Compensation We recognize compensation expense related to stock options and restricted stock units (RSUs) with only a service condition on a straight-line basisover the requisite service period, which is generally the vesting term of four years. For RSUs granted with both a service condition and a performancecondition, the expenses are recognized on a graded vesting basis over the requisite service period of generally three years, after assessing the probability ofachieving requisite performance criteria. This has the impact of greater stock-based compensation expense during the initial years of the vesting period asstock-based compensation cost is recognized over the requisite service period for each separately vesting tranche of the award as though the award were, insubstance, multiple awards. We recognize compensation expense related to shares issued pursuant to the employee stock purchase plan (ESPP) on a straight-line basis over the six months offering period. We estimate the fair value of options using the Black-Scholes options pricing model and fair value of RSUsusing the fair value of our common stock on the date of grant. We recognize compensation expense net of estimated forfeiture activity, which is based onhistorical forfeiture rates. In some instances, shares are issued on the vesting dates net of the minimum statutory tax withholding requirements to be paid byus on behalf of our employees. In these instances, we record the liability for withholding amounts to be paid by us as a reduction to additional paid-in capitalwhen paid, and include these payments as a reduction of cash flows from financing activities. 72Table of ContentsNet Income (Loss) Per ShareBasic 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 shares of common stock outstanding during the period. Diluted net income (loss) per share is computed by dividing netincome (loss) attributable to common stockholders by the weighted-average number of shares of common stock outstanding during the period, adjusted forthe effects of dilutive shares of common stock, which are comprised of outstanding stock options, RSUs, ESPP obligations, Notes and Warrants. Stock awardswith performance conditions are included in dilutive shares to the extent the performance condition is met. The dilutive potential common shares arecomputed using the treasury stock method or the as-if converted method, as applicable. The effects of outstanding stock options, RSUs, ESPP obligations,Notes and Warrants are excluded from the computation of diluted net income (loss) per share in periods in which the effect would be antidilutive. Concentration of Credit Risk and Significant Customers Financial instruments potentially exposing us to credit risk consist primarily of cash, cash equivalents, derivative contracts, investments and accountsreceivable. We hold cash at financial institutions that management believes are high credit, quality financial institutions and invest in securities with aminimum rating of BBB by Standard & Poor’s, Baa2 by Moody’s, or BBB by Fitch to minimize our credit risks. Our derivative contracts expose us to creditrisk to the extent that the counterparties may be unable to meet the terms of the arrangement. We mitigate this credit risk by transacting with major financialinstitutions with high credit ratings and entering into master netting arrangements, which permit net settlement of transactions with the same counterparty.While the contract or notional amount is often used to express the volume of foreign currency derivative contracts, the amounts potentially subject to creditrisk are generally limited to the amounts, if any, by which the counterparties’ obligations under the agreements exceed the obligations of the Company to thecounterparties. We are not required to pledge, and are not entitled to receive, cash collateral related to these derivative instruments. We are also exposed tocredit risk under the convertible 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, 2018 and 2017, there were no customers that represented more than 10% of our accounts receivable balance. There were nocustomers that individually exceeded 10% of our total revenues in any of the periods presented. For purposes of assessing concentration of credit risk andsignificant customers, a group of customers under common control or customers that are affiliates of each other are regarded as a single customer. 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, 2018 Allowance for doubtful accounts$3,115 1,255 1,177 898 $4,649Year ended December 31, 2017 Allowance for doubtful accounts$2,323 1,688 194 1,090 $3,115Year ended December 31, 2016 Allowance for doubtful accounts$1,179 2,219 (391) 684 $2,323Warranties and Indemnification Our cloud computing solutions are typically warranted to perform in material conformance with their specifications. We include service level commitments to our customers that permit those customers to receive credits in the event we fail to meet those service levels.We establish an accrual based on an evaluation of the known service disruptions. Service level credit accrual charges are recorded against revenue and werenot material for all periods presented. 73Table of ContentsWe have also agreed to indemnify our directors, executive officers and certain other officers for costs associated with any fees, expenses, judgments,fines and settlement amounts incurred by any of these persons in any action or proceeding to which any of those persons is, or is threatened to be, made aparty by reason of the person’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 ourcompany or that person’s services provided to any other company or enterprise at our request. We maintain director and officer insurance coverage that mayenable us to recover a portion of any future amounts paid. The fair values of these obligations are not material as of each balance sheet date. Our agreements include provisions indemnifying customers against intellectual property and other third-party claims. We have not incurred any costs asa result of such indemnification obligations 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 within the provision for incometaxes as income and expense in the period that includes the enactment date. A valuation allowance is established if it is more likely than not that all or aportion of the deferred tax asset will not be realized. In determining the need for a valuation allowance, we consider future growth, forecasted earnings, futuretaxable income, the mix of earnings in the jurisdictions in which we operate, historical earnings, taxable income in prior years, if carryback is permitted underthe law, carryforward periods and prudent 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.New Accounting Pronouncements Adopted in 2018Fair Value MeasurementIn August 2018, the Financial Accounting Standards Board (FASB) issued ASU 2018-13, “Fair Value Measurement (Topic 820): Disclosure Framework—Changes to the Disclosure Requirements for Fair Value Measurement,” which modifies the disclosure requirements on fair value measurements. This newstandard is effective for our interim and annual periods beginning January 1, 2020, and earlier adoption is permitted. We early adopted this new standardupon its issuance, and because it only relates to qualitative financial disclosures, it did not impact our previously reported financial statements for periodsended on or prior to December 31, 2017.Stock-based CompensationIn June 2018, the FASB issued ASU 2018-07, “Compensation—Stock Compensation (Topic 718): Improvements to Non-employee Share-BasedPayment Accounting,” which is intended to reduce cost and complexity and to improve financial reporting for nonemployee share-based payments.Currently, the accounting requirements for nonemployee and employee share-based payment transactions are significantly different. This standard expandsthe scope of Topic 718 to include share-based payments issued to nonemployees for goods or services, aligning the accounting for share-based payments tononemployees and employees. This standard is effective for our fiscal year beginning January 1, 2019 and early adoption is permitted. We early adopted thisnew standard effective January 1, 2018, and the adoption of this standard did not have a material impact on our consolidated financial statements.74Table of ContentsIncome TaxesIn February 2018, the FASB issued ASU 2018-02, “Income Statement—Reporting Comprehensive Income (Topic 220): Reclassification of Certain TaxEffects from Accumulated Other Comprehensive Income,” which provides entities the option to reclassify tax effects stranded in accumulated othercomprehensive income as a result of the 2017 Tax Cuts and Jobs Act (the Tax Act) to retained earnings. This standard is effective for our fiscal yearbeginning January 1, 2019 and early adoption is permitted. We early adopted this new standard effective January 1, 2018, with an immaterial amount ofcumulative effect adjustment recorded to our opening accumulated deficit as of January 1, 2018.In December 2017, the SEC staff issued Staff Accounting Bulletin No. 118, Income Tax Accounting Implications of the Tax Cuts and Jobs Act (SAB118), which allows us to record provisional amounts for the 2017 Tax Cuts and Jobs Act (the Tax Act) during a measurement period not to extend beyondone year of the enactment date, with further clarifications made recently with the issuance of ASU 2018-05. We have completed our accounting for theincome tax effects of the Tax Act during the year ended December 31, 2018, and did not have any significant adjustments to our provisional amounts. Wehave elected to record taxes associated with our global intangible low-taxed income (GILTI) as period costs if and when incurred. We determined that theunremitted earnings of our foreign subsidiaries will no longer be considered indefinitely reinvested, except in certain designated jurisdictions in which theresident entity is a service provider that is not expected to generate substantial amounts of cash in excess of what may be reinvested by the local entity.In October 2016, the FASB issued ASU 2016-16, “Income Taxes (Topic 740): Intra-Entity Transfers of Assets Other Than Inventory,” which includes arevision in the accounting for the income tax consequences of intra-entity transfers of assets other than inventory to reduce the complexity in accountingstandards. We adopted this new standard as of January 1, 2018 with an immaterial amount of cumulative effect adjustment recorded to our openingaccumulated deficit as of January 1, 2018.Financial InstrumentsIn January 2016, the FASB issued ASU 2016-01, “Financial Instruments—Overall (Subtopic 825-10): Recognition and Measurement of FinancialAssets and Financial Liabilities,” which addresses certain aspects of recognition, measurement, presentation, and disclosure of financial instruments, withfurther clarifications made more recently. This new standard requires equity securities to be measured at fair value with changes in fair value recognizedthrough the statement of operations, which may result in greater variability in our net income (loss). We adopted these new standards as of January 1, 2018with a cumulative-effect adjustment, net of tax of $7.2 million recorded to our opening accumulated deficit as of January 1, 2018. This adjustment relates tothe unrealized gain on our marketable equity securities as of December 31, 2017, which was previously included in accumulated other comprehensiveincome (loss) on our consolidated balance sheet. As part of the adoption, we elected to apply the measurement alternative for our non-marketable equityinvestments that do not have readily determinable fair values, measuring them at cost, less any impairment, plus or minus adjustments resulting fromobservable price changes in orderly transactions for the identical or a similar investment of the same issuer. The adoption of these standards did not result inan adjustment for our non-marketable equity investments as our measurement alternative election requires adjustments to be recorded only on a prospectivebasis.Revenue from Contracts with CustomersIn May 2014, the FASB issued Topic 606, which supersedes the prior revenue recognition standard (Topic 605). Under Topic 606, revenue isrecognized when a customer obtains control of promised goods or services and is recognized in an amount that reflects the consideration which the entityexpects to be entitled to in exchange for those goods or services. In addition, this standard requires disclosure of the nature, amount, timing, and uncertaintyof revenue and cash flows arising from contracts with customers. Topic 606 also includes Subtopic 340-40, Other Assets and Deferred Costs—Contracts withCustomers, which requires the deferral of incremental costs of obtaining a contract with a customer.The Topic 606 standard permits two methods of adoption: retrospectively to each prior reporting period presented (full retrospective method) orretrospectively with the cumulative effect of initially applying the standard recognized at the date of initial application (modified retrospective method). Weadopted the requirements of Topic 606 as of January 1, 2018, utilizing a full retrospective method. The most significant impact of the standard relates to thetiming of revenue recognition related to self-hosted offerings, in which customers deploy, or we grant customers the option to deploy without significantpenalty, our software internally or contract with a third party to host the software, the accounting for incremental selling costs to obtain a contract, and theclassification of proceeds for our annual Knowledge user conference and other user forums as a reduction in sales and marketing expenses instead of asprofessional services and other revenues.75Table of ContentsUnder Topic 606, for self-hosted offerings, the requirement to have vendor specific objective evidence (VSOE) for undelivered elements was eliminated.As a result, for all periods presented, we have recognized as subscription revenues a portion of the sales price upon delivery of the software, compared to theprior practice under Topic 605 of recognizing the entire sales price ratably over an estimated subscription period due to the lack of VSOE. To the extent theamounts recognized as subscription revenues have not been billed, the revenues are primarily recorded as “unbilled receivables.” In addition, refundableamounts associated with customer contracts are recorded as “customer deposits.”In addition, under Topic 606, for all periods presented, we have deferred all incremental selling costs (primarily commissions) to obtain customercontracts, including indirect costs that are not tied to a specific contract, for both self-hosted offerings and cloud-based subscription offerings. On initialcontracts and contracts for increased purchases with existing customers (expansion contracts), these costs are primarily amortized over a period of benefit thatwe have determined to be five years. On renewal contracts, these costs are amortized over the renewal term. Additionally, for self-hosted offerings, consistentwith the recognition of subscription revenues for self-hosted offerings as described above, a portion of the commission cost is expensed upfront when the self-hosted offering is made available. Our prior policy under Topic 605 was to defer only direct and incremental commission costs to obtain a contract andamortize those costs over the contract term, which was generally 12 to 36 months, for both self-hosted offerings and cloud-based subscription offerings.As part of our adoption of Topic 606, during the year ended December 31, 2018, we recorded a decrease in sales and marketing expenses and acorresponding increase in our deferred commissions asset of $5.4 million. This adjustment reflects the correction of previously undercapitalized incrementalfringe benefit costs associated with sales commissions that were paid since 2012. We concluded that these adjustments were not material to the current periodor any previously reported periods presented, as adjusted for the full retrospective adoption of Topic 606.The direct effect on income taxes resulting from the full retrospective adoption of the above-mentioned changes to revenues and commission expensesresulted in a cumulative income tax expense of $23.3 million recorded in the prior periods through December 31, 2017. The indirect tax benefit of Topic 606on income taxes associated with intercompany adjustments of $23.1 million, or $0.13 per basic and diluted share for the year ended December 31, 2018, wasrecorded in the first quarter of adoption during the three months ended March 31, 2018.The table below provides specified line items from our consolidated balance sheet (i) as previously reported and (ii) as adjusted to reflect the impact ofthe full retrospective adoption of Topic 606 (in thousands): Year Ended December 31, 2017 As Reported As Adjusted Assets Accounts receivable, net$434,895 $437,051Current portion of deferred commissions118,690 109,643Prepaid expenses and other current assets77,681 95,959Deferred commissions, less current portion85,530 224,252Other assets49,600 51,832Liabilities Accrued expenses and other current liabilities244,605 253,257Current portion of deferred revenue1,280,499 1,210,695Deferred revenue, less current portion39,884 36,120Other long-term liabilities43,239 65,884Stockholder’s equity Accumulated other comprehensive (loss) income(889) 5,767Accumulated deficit(1,146,520) (958,564)76Table of ContentsThe table below provides specified line items from our consolidated statement of comprehensive loss (i) as previously reported and (ii) as adjusted toreflect the impact of the full retrospective adoption of Topic 606 (in thousands, except per share data): Year Ended December 31, 2017 2016 As Reported As Adjusted As Reported As AdjustedRevenues: Subscription and software$1,739,795 $1,739,500 $1,221,639 $1,234,070Professional services and other193,231 178,994 168,874 156,915Total revenues1,933,026 1,918,494 1,390,513 1,390,985Cost of revenues: Professional services and other184,202 184,292 163,268 163,581Total cost of revenues499,772 499,862 398,682 398,995Gross profit1,433,254 1,418,632 991,831 991,990Operating expenses: Sales and marketing946,617 894,977 700,464 659,983Total operating expenses1,534,668 1,483,028 1,414,639 1,374,158Loss from operations(101,414) (64,396) (422,808) (382,168)Interest income and other income (expense), net5,804 4,384 6,035 5,027Loss before income taxes(149,004) (113,406) (450,051) (410,419)Provision for income taxes126 3,440 1,753 3,830Net loss$(149,130) $(116,846) $(451,804) $(414,249)Net loss per share - basic and diluted$(0.87) $(0.68) $(2.75) $(2.52)Weighted-average shares used to compute net loss pershare - basic and diluted171,175,577 171,175,577 164,533,823 164,533,82377Table of ContentsThe table below provides specified line items from our consolidated statement of cash flows (i) as previously reported and (ii) as adjusted to reflect theimpact of the full retrospective adoption of Topic 606 (in thousands): Year Ended December 31, 2017 2016 As Reported As Adjusted As Reported As Adjusted Cash flows from operating activities: Net loss$(149,130) $(116,846) $(451,804) $(414,249)Adjustments to reconcile net loss to net cash provided byoperating activities: Amortization of deferred commissions115,262 99,105 81,217 69,565Deferred income tax(9,078) (5,724) (3,424) (658)Changes in operating assets and liabilities, net ofeffect of business combinations: Accounts receivable(98,432) (99,693) (125,106) (126,415)Deferred commissions(174,503) (190,246) (136,459) (151,921)Prepaid expenses and other assets(46,138) (34,288) (21,500) (24,164)Deferred revenue381,562 369,242 300,167 285,139Accrued expenses and other liabilities68,344 66,526 82,681 87,560Net cash provided by operating activities642,825 642,940 159,921 159,081Foreign currency effect on cash, cash equivalents andrestricted cash28,128 28,013 (6,785) (5,945)New Accounting Pronouncements Pending AdoptionCloud computing arrangements implementation costs In August 2018, the FASB issued ASU 2018-15, “Intangibles—Goodwill and Other-Internal-Use Software (Subtopic 350-40): Customer’s Accountingfor Implementation Costs Incurred in a Cloud Computing Arrangement That Is a Service Contract,” which aligns the requirements for capitalizingimplementation costs incurred in a hosting arrangement that is a service contract with the requirements for capitalizing implementation costs incurred todevelop or obtain internal-use software. The new standard requires capitalized costs to be amortized on a straight-line basis generally over the term of thearrangement, and the financial statement presentation for these capitalized costs would be the same as that of the fees related to the hosting arrangements.This new standard is effective for our interim and annual periods beginning January 1, 2020 and earlier adoption is permitted. This standard could be appliedeither retrospectively or prospectively to all implementation costs incurred after the date of adoption. We are evaluating the timing and impact of ourpending adoption of this standard on our consolidated financial statements.Credit lossesIn June 2016, the FASB issued ASU 2016-13, “Financial Instruments—Credit Losses (Topic 326): Measurement of Credit Losses on FinancialInstruments,” which requires a financial asset measured at amortized cost basis to be presented at the net amount expected to be collected. For tradereceivables, loans, and other financial instruments, we will be required to use a forward-looking expected loss model rather than the incurred loss model forrecognizing credit losses which reflects losses that are probable. Credit losses relating to available-for-sale debt securities should be recorded through anallowance for credit losses. This new standard is effective for our interim and annual periods beginning January 1, 2020. We are currently evaluating theimpact of the adoption of this standard on our consolidated financial statements.78Table of ContentsLeasesIn February 2016, the FASB issued ASU 2016-02, “Leases (Topic 842),” which requires lessees to generally recognize on the balance sheet operatingand financing lease liabilities and corresponding right-of-use assets, and to recognize on the income statement the expenses in a manner similar to currentpractice. This new standard, including related amendments subsequently issued by the FASB, is effective for our interim and annual periods beginningJanuary 1, 2019. We intend to elect the package of transition expedients and the transition option that allows us not to restate the comparative periods in ourfinancial statements in the year of adoption. In addition, for our office facility leases, we intend to elect to account for lease and non-lease components as asingle lease component. We also intend to make an accounting policy election not to record leases that, at the lease commencement date, have a lease term of12 months or less on the balance sheet.We have substantially completed our review of existing vendor arrangements for embedded leases and we expect that all of our operating leasesdisclosed in Note 18 will be subject to the new standard. The present value of these operating lease commitments will be recognized as right-of-use assets andlease liabilities at the later to occur of (i) the adoption date of January 1, 2019 or (ii) the time we take possession of the leased asset, which will have amaterial impact on our consolidated balance sheet. We have made significant progress in validating the accuracy of new Topic 842 reports generated fromour existing lease accounting system, and are in the process of finalizing our accounting policy and disclosures. We expect the adoption of this standard toresult in the recognition of total right-of-use assets of approximately $330 million and total lease liabilities of approximately $360 million. We do notanticipate that the adoption of this standard will have a material impact on our consolidated statements of comprehensive income (loss) and our consolidatedstatements of cash flows since the expense recognition under this new standard will be similar to current practice.(3) Investments Marketable Debt SecuritiesThe following is a summary of our available-for-sale investment securities, excluding marketable equity securities and those securities classified withincash and cash equivalents on the consolidated balance sheets (in thousands): December 31, 2018 AmortizedCost GrossUnrealizedGains GrossUnrealizedLosses EstimatedFair ValueAvailable-for-sale securities: Commercial paper$108,061 $— $— $108,061Corporate notes and bonds1,233,589 343 (4,218) 1,229,714Certificates of deposit73,584 1 — 73,585U.S. government and agency securities102,549 23 (358) 102,214Total available-for-sale securities$1,517,783 $367 $(4,576) $1,513,574 December 31, 2017 AmortizedCost GrossUnrealizedGains GrossUnrealizedLosses EstimatedFair ValueAvailable-for-sale securities: Commercial paper$258,348 $1 $(5) $258,344Corporate notes and bonds1,006,302 26 (3,084) 1,003,244Certificates of deposit33,084 — — 33,084U.S. government and agency securities129,494 — (638) 128,856Total available-for-sale securities$1,427,228 $27 $(3,727) $1,423,52879Table of ContentsAs of December 31, 2018, the contractual maturities of our investment securities, excluding securities classified within cash and cash equivalents on theconsolidated balance sheets, did not exceed 36 months. The fair values of available-for-sale investment securities, by remaining contractual maturity, are asfollows (in thousands): December 31,2018Due within 1 year$931,718Due in 1 year through 5 years581,856Total$1,513,574The following table shows the fair values and the gross unrealized losses of these securities, classified by the length of time that the securities havebeen in a continuous unrealized loss position, and aggregated by investment types, excluding those securities classified within cash and cash equivalents onthe consolidated balance sheets (in thousands): December 31, 2018 Less than 12 Months 12 Months or Greater Total Fair Value GrossUnrealizedLosses Fair Value GrossUnrealizedLosses Fair Value GrossUnrealizedLossesCorporate notes and bonds$714,605 $(2,603) $294,956 $(1,615) $1,009,561 $(4,218)Certificates of deposit1,000 — — — 1,000 —U.S. government and agency securities11,756 (5) 61,457 (353) 73,213 (358)Total$727,361 $(2,608) $356,413 $(1,968) $1,083,774 $(4,576) December 31, 2017 Less than 12 Months 12 Months or Greater Total Fair Value GrossUnrealizedLosses Fair Value GrossUnrealizedLosses Fair Value GrossUnrealizedLossesCommercial paper$14,809 $(5) $— $— $14,809 $(5)Corporate notes and bonds819,113 (2,703) 141,874 (381) 960,987 (3,084)U.S. government and agency securities106,301 (593) 22,555 (45) 128,856 (638)Total$940,223 $(3,301) $164,429 $(426) $1,104,652 $(3,727) As of December 31, 2018, we had a total of 522 available-for-sale securities, excluding those securities classified within cash and cash equivalents onthe consolidated balance sheet in an unrealized loss position. There were no impairments considered “other-than-temporary” as it is more likely than not wewill hold the securities until maturity or a recovery of the cost basis.Marketable Equity SecuritiesAs of December 31, 2017, we had marketable equity securities of $20.7 million. In May 2018, we sold these securities for total proceeds of $40.0million. We recognized net gains of $19.3 million for the year ended December 31, 2018, resulting from our adoption of ASU 2016-01 as we began to recordchanges in stock price fluctuations of our marketable equity securities through statement of operations rather than in accumulated other comprehensiveincome (loss) on our consolidated balance sheet. During the year ended December 31, 2017, prior to the adoption of ASU 2016-01, we recognized $10.7million of unrealized gains on our marketable equity securities offset by $3.5 million of tax effect through accumulated other comprehensive income (loss)on our consolidated balance sheet. Refer to Note 2 for further details on ASU 2016-01. Upon our sale of these securities, the previously unrealized gainbecame realized. As of December 31, 2018, we had no marketable equity securities on our consolidated balance sheet.80Table of ContentsStrategic InvestmentsAs of December 31, 2018 and 2017, the total amount of equity investments in privately-held companies included in other assets on our consolidatedbalance sheets was $14.6 million and $4.8 million, respectively. As there have been no material observable price changes, we have not recorded anyadjustments resulting from observable price changes or impairment charges for any of our equity investments in privately-held companies. The fair value of our debt investments in privately-held companies included within our strategic investments was $1.0 million as of December 31, 2018and 2017. These investments are recorded at fair value using significant unobservable inputs or data in an inactive market, and the valuation requires ourjudgment due to the absence of quoted prices in active markets and inherent lack of liquidity and are categorized accordingly as Level 3 in the fair valuehierarchy. There were no significant changes in unrealized gains and losses recognized in other comprehensive income (loss) for these investments.(4) Fair Value MeasurementsThe following table presents our fair value hierarchy for our assets measured at fair value on a recurring basis as of December 31, 2018 (in thousands): Level 1 Level 2 TotalCash equivalents: Money market funds$229,047 $— $229,047Commercial paper— 16,961 16,961Certificates of deposit— 2,465 2,465Short-term investments: Commercial paper— 108,061 108,061Corporate notes and bonds— 679,542 679,542Certificates of deposit— 56,596 56,596U.S. government and agency securities— 87,519 87,519Long-term investments: Corporate notes and bonds— 550,172 550,172Certificates of deposit— 16,989 16,989U.S. government and agency securities— 14,695 14,695Total$229,047 $1,533,000 $1,762,047 81Table of ContentsThe following table presents our fair value hierarchy for our assets measured at fair value on a recurring basis as of December 31, 2017 (in thousands): Level 1 Level 2 TotalCash equivalents: Money market funds$282,507 $— $282,507Commercial paper— 100,456 100,456Corporate notes and bonds— 50,437 50,437Short-term investments: Commercial paper— 258,344 258,344Corporate notes and bonds— 688,316 688,316Certificates of deposit— 17,950 17,950U.S. government and agency securities— 67,476 67,476Marketable equity securities20,717 — 20,717Long-term investments: Corporate notes and bonds— 314,928 314,928Certificates of deposit— 15,134 15,134U.S. government and agency securities— 61,380 61,380Total$303,224 $1,574,421 $1,877,645We 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.See Note 3 for the fair value measurement of our debt investments in privately-held companies, Note 8 for the fair value measurement of our derivativecontracts and Note 11 for the fair value measurement of our convertible senior notes, which are not included in the table above.(5) Business Combinations2018 Business CombinationsDuring the year ended December 31, 2018, we completed four business combinations for an aggregate purchase price of $37.6 million. In allocating theaggregate purchase price based on the estimated fair values, we recorded a total of $13.5 million of developed technology intangible assets (to be amortizedover estimated useful lives of five years), $2.2 million of deferred tax liabilities and $26.1 million of goodwill, of which $8.0 million of the goodwill amountis deductible for income tax purposes.Table of Contents2017 Business CombinationsSkyGiraffeOn October 31, 2017, we completed the acquisition of a privately-held company, SkyGiraffe Ltd. (SkyGiraffe), by acquiring all issued and outstandingcommon shares of SkyGiraffe for approximately $32.3 million in an all-cash transaction to enhance the consumer product-like mobile experience of oursolutions.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 assets acquired$675 Intangible assets: Developed technology15,600 5Goodwill (2)19,386 Net deferred tax liabilities (1)(3,341) Total purchase price$32,320 (1)Deferred tax liabilities, net primarily relates to purchased identifiable intangible assets and is shown net of deferred tax assets.(2)The goodwill balance for this business combination is not deductible for income tax purposes.Other 2017 Business CombinationsWe also completed three other business combinations for an aggregate purchase price of approximately $26.6 million in cash. In allocating theaggregate purchase price based on the estimated fair values, we recorded $9.9 million of developed technology intangible assets (to be amortized overestimated useful lives of five years), $3.6 million of deferred tax liabilities and a total of $20.3 million of goodwill, of which $4.1 million of the goodwillamount is deductible for income tax purposes.2016 Business CombinationsDuring the year ended December 31, 2016, we completed two business combinations for an aggregate purchase price of $34.1 million in cash. Inallocating the aggregate purchase price based on the estimated fair value, we recorded a total of $12.8 million of developed technology intangible assets (tobe amortized over estimated useful lives of five to six years), $4.9 million of deferred tax liabilities and a total of $26.7 million of goodwill, of which none isdeductible for income tax purposes.For all of our 2018, 2017 and 2016 business combinations, the excess of purchase consideration over the fair value of net tangible and identifiableintangible assets acquired was recorded as goodwill. We believe the goodwill represents the synergies expected from expanded market opportunities whenintegrating the acquired technologies with our offerings. Aggregate acquisition-related costs associated with our business combinations of $1.0 million, $2.4million and $1.0 million for the years ended December 31, 2018, 2017 and 2016, respectively are included in general and administrative expenses in ourconsolidated statement of comprehensive loss. The results of operations of all of our business combinations have been included in our consolidated financialstatements from their respective dates of purchase. These business combinations did not have a material impact on our consolidated financial statements, andtherefore historical and pro forma disclosures have not been presented.83Table of Contents(6) Goodwill and Intangible AssetsGoodwill balances are presented below (in thousands): Carrying AmountBalance as of December 31, 2016 $82,534Goodwill acquired 39,668Foreign currency translation adjustments 6,526Balance as of December 31, 2017 128,728Goodwill acquired 26,063Foreign currency translation adjustments (5,946)Balance as of December 31, 2018 $148,845Intangible assets consist of the following (in thousands): December 31, December 31, 2018 2017Developed technology$114,395 $102,349Patents57,180 31,030Other650 1,575Total intangible assets172,225 134,954Less: accumulated amortization(71,643) (48,038)Net carrying amount$100,582 $86,916Apart from the business combinations described in Note 5, we acquired $26.2 million and $13.4 million of intangible assets during the years endedDecember 31, 2018 and 2017, respectively. Weighted-average useful life for the intangible assets acquired during the year ended December 31, 2018 and2017 is approximately seven years and ten years, respectively.Amortization expense for intangible assets was approximately $25.2 million, $19.7 million, $15.1 million for the years ended December 31,2018, 2017 and 2016, respectively.The following table presents the estimated future amortization expense related to intangible assets held at December 31, 2018 (in thousands):Years Ending December 31,2019 $29,0372020 19,4472021 17,5212022 13,6082023 7,739Thereafter 13,230Total future amortization expense $100,58284Table of Contents(7) Property and EquipmentProperty and equipment, net consists of the following (in thousands): December 31, 2018 2017Computer equipment$493,536 $326,378Computer software58,303 46,413Leasehold and other improvements74,721 56,232Furniture and fixtures42,551 38,789Building6,551 7,084Construction in progress10,167 5,341 685,829 480,237Less: Accumulated depreciation(338,613) (235,113)Total property and equipment, net$347,216 $245,124 Construction in progress consists primarily of building, leasehold and other improvements and in-process software development costs. Depreciationexpense was $123.0 million, $93.2 million and $67.8 million for the years ended December 31, 2018, 2017 and 2016, respectively.(8) Derivative ContractsWe conduct business on a global basis in multiple foreign currencies, subjecting us to foreign currency risk. In order to manage certain exposures tocurrency fluctuations, we initiated a limited hedging program during the year ended December 31, 2018 by entering into foreign currency derivativecontracts with maturities of 12 months or less to hedge a portion of our net outstanding monetary assets and liabilities.As of December 31, 2018, we had derivative contracts with total notional values of $883.9 million, which are not designated as hedge instruments. Ourforeign currency contracts are classified within Level 2 because the valuation inputs are based on quoted prices and market observable data of similarinstruments in active markets, such as currency spot and forward rates. The fair values of these outstanding derivative contracts as of December 31, 2018 wereas follows (in thousands): Consolidated Balance Sheet Location December 31, 2018Derivative Assets: Foreign currency derivative contractsPrepaid expenses and other current assets $22,831Derivative Liabilities Foreign currency derivative contractsAccrued expenses and other current liabilities $2,441(9) Deferred Revenue and Performance ObligationsRevenues recognized during the year ended December 31, 2018 from amounts included in deferred revenue as of December 31, 2017 are $1.1 billion.Transaction Price Allocated to the Remaining Performance ObligationsTransaction price allocated to remaining performance obligations represents contracted revenue that has not yet been recognized, which includesdeferred revenue and non-cancelable amounts that will be invoiced and recognized as revenues in future periods. We apply the practical expedient inaccordance with Topic 606 to exclude amounts related to professional services contracts that are on a time-and-material basis, which typically have aremaining duration of one year or less. In addition, we elected to apply the practical expedient to not disclose the transaction price allocated to remainingperformance obligations for all periods presented before January 1, 2018, the date of our initial adoption of Topic 606.As of December 31, 2018, the total remaining non-cancelable performance obligations under our contracts with customers was approximately $4.9billion, and we expect to recognize revenues on approximately 50% of these remaining performance obligations over the following 12 months, with thebalance to be recognized thereafter.Table of Contents(10) Accrued Expenses and Other Current LiabilitiesAccrued expenses and other current liabilities consist of the following (in thousands): December 31, 2018 2017 *As AdjustedAccrued payroll$158,006 $130,400Taxes payable35,122 25,617Other employee related liabilities60,889 44,284Other76,229 52,956Total accrued expenses and other current liabilities$330,246 $253,257*As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details.Table of Contents(11) Convertible Senior NotesIn May and June 2017, we issued the 2022 Notes, which are due June 1, 2022 unless earlier converted or repurchased in accordance with their terms. InNovember 2013, we issued the 2018 Notes, which were earlier converted prior to, or settled on November 1, 2018, in accordance with their terms. The Notesdo not bear interest, and we cannot 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 of the Notes, we may choose 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 upon settlement. We have settled the principal amount of our 2018 Notes with cash and currently intend to settle the principalamount of the 2022 Notes with cash. Convertible Date Initial Conversion Priceper Share Initial Conversion Rateper $1,000 Par Value Initial Number of Shares2022 NotesFebruary 1, 2022 $134.75 7.42 shares 5,806,9362018 NotesJuly 1, 2018 $73.88 13.54 shares 7,783,023Holders of the Notes may convert their Notes at their option at any time prior to the close of business on the business day immediately precedingFebruary 1, 2022 and July 1, 2018, for the 2022 Notes and 2018 Notes, respectively (each, a Convertible Date), only under the following circumstances:•during any calendar quarter (and only during such calendar quarter) if the last reported sale price of our common stock for at least 20 trading days(whether or not consecutive) during the period of 30 consecutive trading days ending on the last trading day of the immediately preceding calendarquarter is greater than or equal to 130% of the applicable conversion price on each applicable trading day (in each case, the Conversion Condition);or•during the five-business day period after any five-consecutive trading day period, or the measurement period, in which the trading price per $1,000principal amount of the 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 applicable conversion rate on each such trading day; or•upon the occurrence of specified corporate events.On or after the applicable Convertible Date, a holder may convert all or any portion of its Notes at any time prior to the close of business on the secondscheduled trading day immediately preceding the maturity date regardless of the foregoing conditions, and such conversions will settle upon the applicablematurity date. Upon settlement, we will pay or deliver, as the case may be, cash, shares of our common stock or a combination of cash and shares of ourcommon stock, at our election.The 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 respective Notes plus any accrued and unpaidspecial interest, if any.87Table of ContentsIn accounting for the issuance of the Notes and the related transaction costs, we separated the Notes into liability and equity components. The Notesconsisted of the following (in thousands): December 31, 2018 December 31, 2017Liability component: Principal: 2022 Notes$782,500 $782,5002018 Notes— 574,994Less: debt issuance cost and debt discount, net of amortization 2022 Notes(120,793) (152,482)2018 Notes— (31,576)Net carrying amount$661,707 $1,173,436 2022 Notes 2018 NotesEquity component recorded at issuance: Note$162,039 $155,319Issuance cost(2,148) (3,257)Net amount recorded in equity$159,891 $152,062The Conversion Condition for the 2022 Notes was met for the quarters ended June 30, 2018 and September 30, 2018. Therefore, our 2022 Notes becameconvertible at the holders’ option beginning on July 1, 2018 through December 31, 2018. The Conversion Condition for the 2022 Notes was not met for thequarter ended December 31, 2018, and therefore the 2022 Notes are not convertible at the holders’ option for the quarter ending March 31, 2019. We havenot received any conversion requests for our 2022 Notes.The Conversion Condition for the 2018 Notes was met for the quarters ended June 30, 2017, September 30, 2017, December 31, 2017 and March 31,2018. Therefore, our 2018 Notes became convertible at the holders’ option beginning on July 1, 2017 and continued to be convertible at the holders’ optionthrough June 30, 2018. Conversion requests received subsequent to June 30, 2018 were settled on the maturity date. We settled $413.2 million principalamount of the 2018 Notes in early conversions and the remaining principal amount of $161.8 million was settled on November 1, 2018, the maturity date ofour 2018 Notes.The conversion value over the principal amount for the early 2018 Note conversions was settled in cash from the exercise of the 2018 Note Hedges (asdefined below). The conversion value over the principal amount for the principal amount settled on November 1, 2018 was satisfied with approximately 1.3million shares of our common stock, which was entirely offset by shares of our common stock delivered to us by the 2018 Note Hedge counterparties underthe 2018 Note Hedge, and cash in lieu of fractional shares. The shares delivered to us by the 2018 Note Hedge counterparties were immediately retired. As aresult of the early note conversions, we recorded a loss of $4.1 million for the year ended December 31, 2018. As a result of the settlement of the 2018 Notesand the 2018 Note Hedges, we recorded an aggregate $6.4 million net reduction to additional paid-in capital, reflecting $773.3 million of fair valueadjustments to the conversion option settled, offset by a $766.9 million benefit from the exercise of the 2018 Note Hedges.For statement of cash flow presentation, we bifurcated the principal amount of the 2018 Notes paid during the year ended December 31, 2018 into twocomponents: the portion of the repayment attributable to debt discount is classified as cash outflows from operating activities, and the portion of therepayment attributable to the principal is classified as cash outflows from financing activities.We consider the fair value of the Notes at December 31, 2018 to be a Level 2 measurement. The estimated fair values of the Notes at December 31, 2018and December 31, 2017 based on the closing trading price per $100 of the Notes were as follows (in thousands): December 31, 2018 December 31, 20172022 Notes$1,105,281 897,7782018 Notes$— $1,015,55488Table of ContentsAs of December 31, 2018, the remaining life of the 2022 Notes is 41 months, and the 2018 Notes were no longer outstanding. The following table setsforth total interest expense recognized related to the Notes (in thousands): Year Ended December 31, 2018 2017 2016Amortization of debt issuance cost 2022 Notes$1,531 $860 $—2018 Notes1,131 1,911 1,785Amortization of debt discount 2022 Notes30,159 16,921 —2018 Notes19,912 33,702 31,493Total$52,733 $53,394 $33,278Effective interest rate of the liability component 2022 Notes4.75%2018 Notes6.50%Note HedgesTo minimize the impact of potential economic dilution upon conversion of the Notes, we entered into convertible note hedge transactions (the 2022Note Hedge and 2018 Note Hedge, respectively, and collectively, the Note Hedges) with certain investment banks, with respect to our common stockconcurrently with the issuance of the 2022 Notes and 2018 Notes. Purchase Shares (in thousands) 2022 Note Hedge$128,017 5,806,9362018 Note Hedge$135,815 7,783,023The Note Hedges cover shares of our common stock at a strike price per share that corresponds to the initial conversion price of the respective Notes,subject to adjustment, and are exercisable upon conversion of the Notes. If exercised, we may elect to receive cash, shares of our common stock, or acombination of cash and shares. We have accounted for the aggregate amount of purchase price for the Note Hedges as a reduction to additional paid-incapital. The Note Hedges will expire upon the maturity of the Notes. The Note Hedges are intended to reduce the potential economic dilution uponconversion of the Notes in the event that the fair value per share of our common stock at the time of exercise is greater than the conversion price of the Notes.The Note Hedges are separate transactions and are not part of the terms of the Notes. Holders of the Notes will not have any rights with respect to the NoteHedges. The Note Hedges do not impact earnings per share, as they were entered into to offset any dilution from the Notes. As of December 31, 2018, the2018 Note Hedge is no longer outstanding, and 5,806,936 shares remain subject to the 2022 Note Hedge.Warrants Proceeds Shares Strike Price First Expiration Date (in thousands) 2022 Warrants$54,071 5,806,936 $203.40 September 1, 20222018 Warrants$84,525 7,783,023 $107.46 February 1, 2019Separately, we entered into warrant transactions with certain investment banks, whereby we sold warrants to acquire, subject to adjustment, the numberof shares of our common stock shown in the table above (the 2022 Warrants and 2018 Warrants, respectively, and collectively, the Warrants). If the averagemarket value per share of our common stock for the reporting period, as measured under the Warrants, exceeds the strike price of the respective Warrants, suchWarrants would have a dilutive effect on our earnings per share to the extent we report net income. According to the terms of each of the Warrants, theWarrants will be automatically exercised over a 60 trading day period beginning on the first expiration date of the respective Warrants as set forth above. TheWarrants are separate transactions and are not remeasured through earnings each reporting period. The Warrants are not part of the Notes or Note Hedges, andhave been accounted for as part of additional paid-in capital.89Table of ContentsAs the 2018 Warrants and the 2022 Warrants will be net share settled, the total number of shares of our common stock we will issue depends on thedaily volume-weighted average stock prices over a 60 trading day period beginning on the first expiration date of the 2018 Warrants, which was February 1,2019, and the first expiration date of the 2022 Warrants, which will be September 1, 2022. We have issued and expect to continue to issue additional sharesof our common stock in the first half of 2019 upon the automatic exercise of the 2018 Warrants. Additionally, we expect to issue additional shares of ourcommon stock in the second half of 2022 upon the automatic exercise of the 2022 Warrants. Based on the volume-weighted average stock price on February1, 2019, the total number of shares of our common stock to be issued upon the exercise of the 2018 Warrants would be approximately 4.0 million, resulting inimmediate and substantial dilution to our existing stockholders. Similarly, the 2022 Warrants could have a dilutive effect to the extent that the daily volume-weighted average stock prices over a 60 trading day period beginning on September 1, 2022 exceeds the strike price of the 2022 Warrants. Based on thevolume-weighted average stock price on February 1, 2019, the total number of shares of our common stock to be issued upon the automatic exercise of the2022 warrants would be approximately 0.4 million. The actual number of shares of our common stock issuable upon the automatic exercise of the 2022warrants, if any, is unknown at this time.(12) Accumulated Other Comprehensive Income (Loss)The components of accumulated other comprehensive income (loss) consist of the following (in thousands): December 31, 2018 2017 *As AdjustedForeign currency translation adjustment$344 $2,246Net unrealized gain (loss) on investments, net of tax(1)(4,379) 3,521 Accumulated other comprehensive income (loss)$(4,035) $5,767(1)The net unrealized gain (loss) on investments as of December 31, 2018 includes a cumulative-effect adjustment, net of tax of $7.2 million resulting from our adoption of ASU2016-01. See Note 2 for further details.*As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details.Reclassification adjustments out of accumulated other comprehensive income (loss) into net income (loss) were immaterial for all periods presented.90Table of Contents(13) Stockholders’ EquityCommon StockWe are authorized to issue a total of 600,000,000 shares of common stock as of December 31, 2018. Holders of our common stock are not entitled toreceive dividends unless declared by our board of directors. As of December 31, 2018, we had 180,175,355 shares of common stock outstanding and hadreserved shares of common stock for future issuance as follows: December 31, 2018Stock plans: Options outstanding 1,810,580RSUs (1) 10,201,660Stock awards available for future grants: 2012 Equity Incentive Plan (2) 31,999,2342012 Employee Stock Purchase Plan (2) 10,714,423Total reserved shares of common stock for future issuance 54,725,897 (1)Represents the number of shares issuable upon settlement of outstanding RSUs and performance RSUs, assuming 100% of the target number of shares for performance RSUs, asdiscussed under the section entitled “RSUs” in Note 14.(2)Refer to Note 14 for a description of these plans.During the years ended December 31, 2018 and 2017, we issued a total of 5,899,519 shares and 7,385,897 shares, respectively, from stock optionexercises, vesting of RSUs, net of employee payroll taxes and purchases from ESPP. In May 2017, we repurchased and retired 540,806 shares of our commonstock for approximately $55.0 million, or $101.70 per share, from certain purchasers of the 2022 Notes in connection with the 2022 Notes offering. Asdescribed in Note 11, we received and retired 1.3 million shares of our common stock during the year ended December 31, 2018 in conjunction with ourexercise of the 2018 Note Hedge.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, 2018 and 2017, no shares of preferred stock were outstanding.(14) Equity AwardsWe currently have two equity incentive plans, our 2005 Stock Option Plan (the 2005 Plan) and our 2012 Equity Incentive Plan (the 2012 Plan). Our2005 Plan was terminated in connection with our initial public offering in 2012 but continues to govern the terms of outstanding stock options that weregranted prior to the termination of the 2005 Plan. We no longer grant equity awards pursuant to our 2005 Plan. 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 (collectively, equity 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 equity awards may be granted to employees, including officers, as well as directors andconsultants. The share reserve may increase to the extent outstanding stock options under the 2005 Plan expire or terminate unexercised. Prior to January2019, the share reserve also automatically increased on January 1 of each year until January 1, 2022, by up to 5% of the total number of shares of commonstock outstanding on December 31 of the preceding year as determined by our board of directors. Our board of directors elected not to increase the number ofshares of common stock reserved for issuance under the 2012 Plan pursuant to the provision described in the preceding sentence for the year endingDecember 31, 2019. In January 2019, our Board of Directors amended the 2012 Plan to remove the automatic increase provision. Therefore, for the remainingterm of the 2012 Plan, the share reserve will not be increased without stockholder approval.91Table of ContentsOur 2012 Employee Stock Purchase Plan (the 2012 ESPP) authorizes the issuance of shares of common stock pursuant to purchase rights granted to ouremployees. The price at which common stock is purchased under the 2012 ESPP is equal to 85% of the fair market value of our common stock on the first orlast day of the offering period, whichever is lower. Offering periods are six months long and begin on February 1 and August 1 of each year. The number ofshares of common stock reserved for issuance automatically increases on January 1 of each year until January 1, 2022, by up to 1% of the total number ofshares of common stock outstanding on December 31 of the preceding year as determined by our board of directors. Our board of directors elected not toincrease the number of shares of common stock reserved for issuance under the 2012 ESPP pursuant to the provision described in the preceding sentence forthe year ending December 31, 2019.Stock OptionsStock 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 determined byour 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 ten years contingent on each holder’s continuous status as a service provider. A summary of stock option activity was as follows: Number ofShares Weighted-AverageExercisePrice Weighted-AverageRemainingContractualTerm (Years) AggregateIntrinsic Value(in thousands)Outstanding at December 31, 20165,818,435 $20.57 Granted616,720 86.33 Exercised(2,970,914) 12.44 $277,670Canceled(94,509) 68.88 Outstanding at December 31, 20173,369,732 38.43 Exercised(1,461,712) 26.23 $204,337Canceled(97,440) 70.52 Outstanding at December 31, 20181,810,580 $46.55 5.30 $238,092Vested and expected to vest as of December 31, 20181,804,158 $46.45 5.29 $237,425Vested and exercisable as of December 31, 20181,319,851 $32.90 4.30 $191,580 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 $157.8 million for the year ended December 31, 2016. The weighted-average grant datefair value per share of options granted was $37.57 and $28.01 for the years ended December 31, 2017 and 2016, respectively. No stock options were grantedduring the year ended December 31, 2018. The total fair value of shares vested was $12.3 million, $11.8 million and $17.0 million for the years endedDecember 31, 2018, 2017 and 2016, respectively. Included in the number of options granted during the year ended December 31, 2017 are 396,720 options with both service and market-based vestingconditions. These options were granted to our Chief Executive Officer in connection with the commencement of his employment with us during the year. Thefair values of the options granted and the corresponding derived service periods were calculated using a Monte Carlo simulation, which estimates thepotential outcome of reaching the market condition based on simulated future stock prices. The stock-based compensation expense associated with theseoptions is recorded on a graded vesting basis.As of December 31, 2018, total unrecognized compensation cost, adjusted for estimated forfeitures, related to unvested stock options wasapproximately $11.7 million. The weighted-average remaining vesting period of unvested stock options at December 31, 2018 was 2.32 years. 92Table of ContentsRSUsA summary of RSU activity was as follows: Number ofShares Weighted AverageGrant Date Fair Value(Per Share) AggregateIntrinsic Value(in thousands)Outstanding at December 31, 201612,222,282 $63.66 Granted6,320,457 95.70 Vested(5,502,004) 60.79 $573,861Forfeited(1,637,394) 72.69 Outstanding at December 31, 201711,403,341 81.50 Granted5,302,586 160.08 Vested(5,485,868) 77.38 $931,848Forfeited(1,018,399) 100.55 Outstanding at December 31, 201810,201,660 $121.84 $1,816,406Expected to vest as of December 31, 20189,236,535 $1,644,565RSUs outstanding as of December 31, 2018 comprise of 9,443,982 RSUs with only a service condition as well as 757,678 RSUs with both a servicecondition and a performance condition.RSUs granted with only service vesting criteria under and the 2012 Plan to employees generally vest over a four-year period. The total intrinsic valueof the RSUs vested was $354.3 million for the year ended December 31, 2016.Included in the RSU activity table above are shares with both service and performance-based vesting criteria that were granted to certain employees.The number of shares eligible to vest for these performance RSUs will depend upon achievement of a performance metric and are considered as eligible tovest when approved by the compensation committee of our board of directors in January of the year following the grant. The ultimate number of shareseligible to vest for performance RSUs range from 0% to 180% of the target number of shares depending on achievement relative to the performance metricover the applicable period. The shares granted in the year ended December 31, 2017 will primarily vest in four quarterly increments from August of thefollowing year contingent on each holder’s continuous status as a service provider on the applicable vesting dates. The shares granted in the year endedDecember 31, 2018 will vest 33% in February 2019 and continue to vest quarterly for the remaining two subsequent years, contingent on each holder’scontinuous status as a service provider on the applicable vesting dates. The number of RSUs granted in each year in the table above reflects the shares thatcould be eligible to vest at 100% of target for performance RSUs in each applicable period and includes adjustments for over or under achievement forperformance RSUs granted in the prior year. We recognized $91.8 million, $40.5 million, and $36.1 million of stock-based compensation expense, net ofactual and estimated forfeitures, associated with performance RSUs on a graded vesting basis during the year ended December 31, 2018, 2017, and 2016,respectively.As of December 31, 2018, total unrecognized compensation cost, adjusted for estimated forfeitures, related to unvested RSUs was approximately$871.4 million and the weighted-average remaining vesting period was 2.83 years.93Table of Contents(15) 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, 2017 2016 Stock Options: Expected volatility 39% - 42% 41% - 42%Expected term (in years) 4.89 4.89 - 5.60Risk-free interest rate 1.78% - 2.47% 1.18% - 1.87%Dividend yield —% —% No stock options were granted during the year ended December 31, 2018.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, 2018 2017 2016 ESPP: Expected volatility26% - 31% 28% - 49% 31% - 49%Expected term (in years)0.50 0.50 0.50Risk-free interest rate1.15% - 2.22% 0.40% - 1.15% 0.17% - 0.47%Dividend yield—% —% —% Expected volatility. The expected volatility is based on the historical volatility of our common stock for a period similar to our expected term. Expected term. We determine the expected term for stock options based on historical experience of similar awards, giving consideration to thecontractual terms of the stock-based awards, vesting schedules and expectations of future employee behavior. We estimate the expected term for ESPP usingthe 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. (16) Net Income (Loss) Per Share 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 shares of common stock outstanding during the period. Diluted net income (loss) per share is computed by dividing netincome (loss) attributable to common stockholders by the weighted-average number of shares of common stock outstanding during the period, adjusted forthe effects of dilutive shares of common stock, which are comprised of outstanding stock options, RSUs, ESPP obligations, the Notes and the Warrants. Stockawards with performance conditions are included in dilutive shares to the extent the performance condition is met. The dilutive potential shares of commonstock are computed using the treasury stock method or the as-if converted method, as applicable. The effects of outstanding stock options, RSUs, ESPPobligations, Notes and Warrants are excluded from the computation of diluted net income (loss) per share in periods in which the effect would be antidilutive.94The 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, 2018 2017 2016 *As Adjusted *As AdjustedNumerator: Net loss$(26,704) $(116,846) $(414,249)Denominator: Weighted-average shares outstanding - basic and diluted177,846,023 171,175,577 164,533,823Net loss per share - basic and diluted$(0.15) $(0.68) $(2.52) *As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details.Potentially dilutive securities that are not included in the calculation of diluted net loss per share because doing so would be antidilutive are asfollows: Year Ended December 31, 2018 2017 2016Common stock options1,810,580 3,369,732 5,818,435Restricted stock units10,201,660 11,403,341 12,222,282ESPP obligations317,940 361,688 366,5292018 Notes— 7,782,946 7,783,0232018 Warrants7,783,023 7,783,023 7,783,0232022 Notes5,806,933 5,806,933 —2022 Warrants5,806,933 5,806,933 —Total potentially dilutive securities31,727,069 42,314,596 33,973,292(17) Income TaxesThe provision for (benefit from) income taxes consists of the following (in thousands): Year Ended December 31, 2018 2017 2016 *As Adjusted *As AdjustedCurrent provision: Federal$(336) $(445) $(55)State163 137 135Foreign22,204 9,512 5,098 22,031 9,204 5,178Deferred provision: Federal(2,026) (5,934) (4,462)State(377) (886) (746)Foreign(31,948) 1,056 3,860 (34,351) (5,764) (1,348)Provision for (benefit from) income taxes$(12,320) $3,440 $3,830*As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details.95Table of ContentsThe components of loss before provision for income taxes by U.S. and foreign jurisdictions were as follows (in thousands): Year Ended December 31, 2018 2017 2016 *As Adjusted *As AdjustedUnited States(153,290) (61,259) (403,161)Foreign114,266 (52,147) (7,258)Total$(39,024) $(113,406) $(410,419)*As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details.The effective income tax rate differs from the federal statutory income tax rate applied to the loss before provision for income taxes due to the following(in thousands): Year Ended December 31, 2018 2017 2016 *As Adjusted *As AdjustedTax computed at U.S. federal statutory rate$(8,195) $(38,558) $(139,542)State taxes, net of federal benefit98 64 37Tax rate differential for international subsidiaries(41,429) 23,532 8,020Stock-based compensation(93,073) (116,953) (27,133)Tax credits(44,695) (21,038) (16,452)Foreign restructuring and amortization(625,292) 2,794 3,169Non-deductible expenses9,657 2,833 1,892Tax effects associated with Topic 606(23,073) 3,314 2,076Other408 607 896Valuation allowance813,274 146,845 170,867Provision for income taxes$(12,320) $3,440 $3,830*As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details.Significant 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.96Table of Contents December 31, 2018 2017 *As AdjustedDeferred tax assets: Net operating loss carryforwards$610,314 $518,620Accrued expenses13,482 10,613Credit carryforwards120,594 75,879Stock-based compensation44,510 35,782Note hedge22,742 35,181Depreciation and amortization593,348 —Other23,183 14,771Total deferred tax assets1,428,173 690,846Less valuation allowance(1,337,350) (583,235) 90,823 107,611Deferred tax liabilities: Depreciation and amortization(22,183) (20,708)Convertible notes(24,887) (43,616)Tax effects associated with Topic 606(23,531) (53,601)Other(1,568) (1,759)Net deferred tax assets$18,654 $(12,073)*As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details.In December 2017, the SEC staff issued Staff Accounting Bulletin No. 118, Income Tax Accounting Implications of the Tax Cuts and Jobs Act (SAB118), which allows us to record provisional amounts for the Tax Act during a measurement period not to extend beyond one year of the enactment date, withfurther clarifications made recently with the issuance of ASU 2018-05. We have completed our accounting for the income tax effects of the Tax Act duringthe fourth quarter of fiscal year ended December 31, 2018, and did not have any significant adjustments to our provisional amounts. We have elected torecord taxes associated with our GILTI as period costs if and when incurred. We determined that the unremitted earnings of our foreign subsidiaries will nolonger be considered indefinitely reinvested, except in certain designated jurisdictions in which the resident entity is a service provider that is not expectedto generate substantial amounts of cash in excess of what may be reinvested by the local entity. We have not provided for state income or withholding taxeson the undistributed earnings of foreign subsidiaries which are considered indefinitely invested outside of the U.S. The amount of unrecognized deferred taxliability on these undistributed earnings is not expected to be material at December 31, 2018.As of December 31, 2018, we had U.S. federal net operating loss and federal tax credit carryforwards of approximately $2.4 billion and $89.7 million,respectively. The federal tax credits and a portion of the federal net operating loss carryforwards will begin to expire in 2024 if not utilized. In addition, wehad state net operating loss and state tax credit carryforwards of approximately $1.3 billion and $65.2 million, respectively. The state net operating loss willbegin to expire in 2019 if not utilized, and the tax effected amount due to expire in 2019 is immaterial. State tax credits and a portion of the federal netoperating loss carryforwards can be carried forward indefinitely. Utilization of our net operating loss and credit carryforwards may be subject to annuallimitation due to the ownership change limitations provided by the Internal Revenue Code and similar state provisions. Such an annual limitation couldresult in the expiration of the net operating loss and tax credit carryforwards before utilization. 97Table of ContentsWe maintain a full valuation allowance against our U.S. and certain foreign deferred tax assets as of December 31, 2018. We regularly assess the needfor a valuation allowance against our deferred tax assets. In making that assessment, we consider both positive and negative evidence related to thelikelihood of realization of the deferred tax assets to determine, based on the weight of available evidence, whether it is more likely than not that some or allof the deferred tax assets will not be realized. Due to cumulative losses over recent years and based on all available evidence, we have determined that it ismore likely than not that our U.S. and certain foreign deferred tax assets will not be realized as of December 31, 2018. We have determined that $18.7 millionrelated to deferred tax assets in certain foreign jurisdictions are realizable since the foreign entities have cumulative income and expected future income. Thevaluation allowance on our net deferred tax assets increased by $754.1 million, decreased by $106.9 million, and increased by $607.0 million during theyears ended December 31, 2018, 2017, and 2016, respectively. There have been no material releases of the valuation allowance. The 2018 change in thevaluation allowance is primarily attributable to an increase in domestic net operating loss carryforwards primarily due to stock-based compensation expense,and an increase of approximately $590 million in deferred tax assets that are not realizable related to our foreign restructuring completed during 2018 givingrise to foreign amortizable assets. The 2017 change in valuation allowance was primarily attributable to remeasuring the U.S. net deferred tax assets at theapplicable tax rate of 21% in accordance with the Tax Act, offset by increases in deferred tax assets primarily related to net operating losses. The 2016 changein valuation allowance was primarily attributable to an increase in net operating loss carryforwards and our early adoption of ASU 2016-09, “Compensation-Stock Compensation (Topic 718): Improvements to Employee Share-Based Payment Accounting,” upon which previously unrecognized U.S. excess taxeffects have been recorded as additional net operating loss carryforwards within our deferred tax asset. To the extent sufficient positive evidence becomesavailable, we may release a portion, or all, of our valuation allowance in one or more future periods. A release of the valuation allowance, if any, would resultin the recognition of certain deferred tax assets and a material income tax benefit for the period in which such release is recorded.A reconciliation of the beginning and ending balance of total unrecognized tax benefits is as follows (in thousands): Year Ended December 31, 2018 2017 2016Balance, beginning period$27,648 $18,440 $11,737Tax positions taken in prior period: Gross increases3,721 398 1,122Gross decreases(2,896) — (50)Tax positions taken in current period: Gross increases5,796 8,810 5,673Gross decreases— — —Lapse of statute of limitations(1,078) — (42)Settlements(5,600) — —Balance, end of period$27,591 $27,648 $18,440 As of December 31, 2018, we had gross unrecognized tax benefits of approximately $27.6 million, of which $4.7 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 $0.3 million and $0.5 million at December 31, 2018 and 2017, respectively. The amount ofunrecognized tax benefits could be reduced upon expiration of the applicable statutes of limitations. The potential reduction in unrecognized tax benefitsduring the next 12 months is not expected to be material. Interest and penalties accrued on these uncertain tax positions are recognized as income taxexpense and will be released upon the expiration of the statutes of limitations. These amounts are also not material for any periods presented. We are subject to taxation in the United States and foreign jurisdictions. As of December 31, 2018, our tax years 2004 to 2017 remain subject toexamination in most jurisdictions. 98Table of ContentsThere 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 12 months related to these years. Although the timing of the resolution,settlement, and closure of any audit is highly uncertain, it is reasonably possible that the balance of gross unrecognized tax benefits could significantlychange in the next 12 months. However, given the number of years that remain subject to examination, we are unable to estimate the full range of possibleadjustments to the balance of gross unrecognized tax benefits.(18) Commitments and ContingenciesOperating Leases and Other Contractual Commitments For some of our offices and data centers, we have entered into non-cancelable operating lease agreements with various expiration dates. Rent expenseassociated with office space leases was $42.8 million, $39.7 million and $34.2 million for the years ended December 31, 2018, 2017 and 2016, respectively. Payments for data center square footage as well as data center capacity for certain data centers, are primarily included in cost of revenues. These costswere $25.7 million, $22.5 million and $17.3 million for the years ended December 31, 2018, 2017 and 2016, respectively.Future minimum payments under our non-cancelable operating leases and other contractual commitments as of December 31, 2018 are presented in thetable below (in thousands): Operating Leases Purchase Obligations (1) Other TotalYears Ending December 31, 2019$55,435 $55,875 $813 $112,123202060,996 47,062 846 108,904202163,348 26,340 862 90,550202267,707 6,573 862 75,142202372,491 1,896 360 74,747Thereafter578,874 2,631 — 581,505Total$898,851 $140,377 $3,743 $1,042,971 (1)Consists of future minimum payments under non-cancelable purchase commitments related to our daily business operations. Not included in the table above are certain purchasecommitments related to our future annual Knowledge user conferences and other customer or sales conferences to be held in 2020 and future years. If we had canceled thesecontractual commitments as of December 31, 2018, we would have been obligated to pay cancellation penalties of approximately $18.5 million in aggregate.In May 2018, we entered into lease agreements related to the expansion and lease term extension of our existing Santa Clara headquarters office facilitythrough 2035, for approximately 838,523 square feet of office space in aggregate, with three options to renew the lease for additional terms of five years eachand a right of first offer to purchase these leased premises. Rent is paid on a monthly basis and will increase incrementally over the term of the lease for totalminimum payments of approximately $566.5 million.In addition to the amounts above, the repayment of our 2022 Notes with an aggregate principal amount of $782.5 million is due on June 1, 2022. Referto Note 11 for further information regarding our convertible senior notes.Letter of CreditsAs of December 31, 2018, we had letters of credit in the aggregate amount of $22.6 million, primarily in connection with our customer contracts andoperating leases.99Table of ContentsLegal 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. We accrue for loss contingencies when it is both probable that wewill incur the loss and when we can reasonably estimate the amount of the loss or range of loss.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.On February 6, 2014, Hewlett-Packard Company (Hewlett-Packard) filed a lawsuit against us in the U.S. District Court for the Northern District ofCalifornia. The lawsuit alleged patent infringement and sought damages and an injunction. On or about November 1, 2015, Hewlett Packard EnterpriseCompany (HPE) separated from Hewlett-Packard as an independent company, and Hewlett-Packard assigned to HPE all right, title, and interest in the eightHewlett-Packard patents in the lawsuit and HPE was substituted as plaintiff in the litigation. On March 4, 2016, we entered into a confidential settlementagreement resolving the lawsuit with HPE (HPE Settlement). As a result, on March 9, 2016, the lawsuit was dismissed.BMC Software, Inc. (BMC) filed lawsuits against us in the U.S. District Court for the Eastern District of Texas on September 23, 2014 and February 12,2016, and in the Dusseldorf (Germany) Regional Court, Patent Division, on March 2, 2016. Each of the lawsuits alleged patent infringement and soughtdamages and an injunction. On April 8, 2016, we entered into a confidential settlement agreement resolving all the lawsuits with BMC (BMC Settlement). Asa result, the second Texas lawsuit was dismissed on April 14, 2016, and each of the initial Texas lawsuit and the German lawsuit was dismissed on April 25,2016. Pursuant to the terms of the BMC Settlement, we paid BMC a settlement amount and agreed to a covenant not to sue one another for patentinfringement for a specified period of time, after which time the agreement provides for certain procedures for resolving future patent disputes for asubsequent period of time.These settlements are considered multiple element arrangements for accounting purposes. We evaluated the accounting treatment of these settlementsby identifying each element of the arrangements, which included amongst other elements, a release of past infringement claims and a covenant not to sue fora specified term of years. The primary benefit we received from the arrangements was the settlement and termination of all existing litigation, the avoidanceof future litigation expenses and the avoidance of future management and customer disruptions. We determined that none of the elements of the settlementagreements have identifiable future benefits that would be capitalized as an asset. Accordingly, we recorded charges for aggregate legal settlements of $270.0million in our consolidated statement of comprehensive loss for the year ended December 31, 2016. The charge covers the fulfillment by us of all financialobligations under both the BMC Settlement and HPE Settlement with no remaining financial obligations under either settlement.(19) Information about Geographic Areas and ProductsRevenues by geographic area, based on the location of our users, were as follows for the periods presented (in thousands): Year Ended December 31, 2018 2017 2016 *As Adjusted *As AdjustedRevenues by geography North America (1)$1,725,255 $1,290,043 $948,079EMEA (2)654,677 475,411 339,317Asia Pacific and other228,884 153,040 103,589Total revenues$2,608,816 $1,918,494 $1,390,985*As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details.100Table of ContentsProperty and equipment, net by geographic area were as follows (in thousands): December 31, 2018 2017Property and equipment, net: North America (3)$227,471 $164,040EMEA (2)82,526 50,028Asia Pacific and other37,219 31,056Total property and equipment, net$347,216 $245,124 (1)Revenues attributed to the United States were approximately 94% of North America revenues for each of the years ended December 31, 2018 and 2017, and 95% for the yearended December 31, 2016.(2)Europe, the Middle East and Africa (EMEA)(3)Property and equipment, net attributed to the United States were approximately 76% and 89% of property and equipment, net attributable to North America for the years endedDecember 31, 2018 and 2017, respectively.Subscription revenues consist of the following (in thousands): Year Ended December 31, 2018 2017 2016 *As Adjusted *As AdjustedService management products$2,050,841 $1,526,125 $1,120,129ITOM products370,472 213,375 113,941Total subscription revenues$2,421,313 $1,739,500 $1,234,070*As adjusted to reflect the impact of the full retrospective adoption of Topic 606. See Note 2 for further details.Our service management products include our platform, ITSM, ITBM, customer service management, HR service delivery and security operations,which are generally priced on a per user basis. Our ITOM products are generally priced on a per node basis.ITEM 9.CHANGES IN AND DISAGREEMENTS WITH ACCOUNTANTS ON ACCOUNTING ANDFINACIAL DISCLOSURENone.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, 2018. 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, 2018, 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.101(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, 2018.The effectiveness of our internal control over financial reporting as of December 31, 2018 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 INFORMATIONNone.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.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 RELATED STOCKHOLDERMATTERSThe 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.102ITEM 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 SCHEDULESThe 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 Item 8, entitled the “Consolidated Financial Statements and Supplementary Data.”(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.103Table of ContentsITEM 16.FORM 10-K SUMMARYNone.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 10/25/2017 4.1Form of Common Stock Certificate S-1/A 333-180486 4.1 6/19/2012 4.2Indenture dated November 13, 2013 between theRegistrant and Wells Fargo Bank, National Association 8-K 001-35580 4.1 11/13/2013 4.3Indenture dated May 30, 2017 between the Registrant andWells Fargo Bank, National Association 8-K 001-35580 4.1 5/30/2017 10.1*Form of Indemnification Agreement 10-K 001-35580 10.1 2/27/2015 10.2*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, as amended through January29, 2019 X10.4*Form of Stock Option Award Agreement under 2012Equity Incentive Plan, adopted as of April 23, 2018 10-Q 001-35580 10.7 8/8/2018 10.5*Form of Restricted Stock Unit Award Agreement under2012 Equity Incentive Plan, adopted as of April 23, 2018 10-Q 001-35580 10.8 8/8/2018 10.6*2012 Employee Stock Purchase Plan and Form ofSubscription Agreement thereunder 10-K 001-35580 10.4 3/8/2013 10.7*Form of Subscription Agreement under 2012 EmployeeStock Purchase Plan, adopted as of October 23, 2018 X10.8*Employment Agreement dated May 12, 2011 between theRegistrant and Michael P. Scarpelli S-1 333-180486 10.6 3/30/2012 10.9*First Amendment to Employment Agreement dated August15, 2014 between the Registrant and Michael P. Scarpelli 10-Q 001-35580 10.2 11/5/2014 10.10*Amendment No. 2 to Employment Agreement, datedAugust 8, 2017, between the Registrant and Michael P.Scarpelli 10-Q 001-35580 10.2 8/8/2017 10.11*Employment Agreement dated May 21, 2011 between 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 between the Registrant and David L. Schneider 10-Q 001-35580 10.1 11/5/2014 Table of ContentsExhibitNumberDescription of Document Incorporated by Reference FiledHerewithForm File No. Exhibit Filing Date 10.13*Amendment No. 2 to Employment Agreement, dated June6, 2017, between the Registrant and David L. Schneider 10-Q 001-35580 10.1 8/8/2017 10.14*Employment Agreement dated February 22, 2017 betweenthe Registrant and John J. Donahoe 8-K 001-35580 10.1 2/27/2017 10.15*Confirmatory Employment Letter Agreement datedOctober 31, 2017, between the Registrant and Chirantan J.Desai 10-Q 001-35580 10.1 11/6/2017 10.16*Confirmatory Employment Letter Agreement datedDecember 30, 2017, between the Registrant and PatWadors 10-Q 001-35580 10.4 8/8/2018 10.17*Confirmatory Employment Letter Agreement datedNovember 13, 2018, between the Registrant and RussellElmer X10.18Consulting Agreement dated June 18, 2018 between theRegistrant and Frank Slootman 10-Q 001-35580 10.5 8/8/2018 10.19Lease Agreement dated November 8, 2012 between theRegistrant and Jay Ridge LLC S-1/A 333-184674 10.12 11/9/2012 10.20Office Lease dated December 12, 2014 between Registrantand S1 55 LLC 8-K 001-35580 10.1 12/15/2014 10.21Third Amendment to Lease dated May 3, 2018 between theRegistrant and SI 55, LLC 10-Q 001-35580 10.1 5/8/2018 10.22Lease dated May 3, 2018, between the Registrant and SI55, LLC 10-Q 001-35580 10.2 5/8/2018 10.23Lease dated May 3, 2018, between the Registrant and SI55, LLC 10-Q 001-35580 10.3 5/8/2018 10.24Form of Base Convertible Note Hedge TransactionConfirmation 8-K 001-35580 99.1 11/13/2013 10.25Form of Base Convertible Note Hedge TransactionConfirmation 8-K 001-35580 99.1 5/30/2017 10.26Form of Base Warrant Transaction Confirmation 8-K 001-35580 99.2 11/13/2013 10.27Form of Base Warrant Transaction Confirmation 8-K 001-35580 99.2 5/30/2017 10.28Form of Additional Convertible Note Hedge TransactionConfirmation 8-K 001-35580 99.3 11/13/2013 10.29Form of Additional Convertible Note Hedge TransactionConfirmation 8-K 001-35580 99.1 6/22/2017 10.30Form of Additional Warrant Transaction Confirmation 8-K 001-35580 99.4 11/13/2013 10.31Form of Additional Warrant Transaction Confirmation 8-K 001-35580 99.2 6/22/2017 10.32+Settlement Agreement between the Registrant and BMCSoftware, Inc., dated March 7, 2016 10-Q 001-35580 10.1 8/3/2016 21.1Subsidiaries of the Registrant X105Table of ContentsExhibitNumberDescription of Document Incorporated by Reference FiledHerewithForm File No. Exhibit Filing Date 23.1Consent of independent registered public accountingfirm X24.1Power of Attorney. Reference is made to the signaturepage hereto X31.1Certification of Periodic Report by Chief ExecutiveOfficer under Section 302 of the Sarbanes-Oxley Act of2002 X31.2Certification of Periodic Report by Chief FinancialOfficer under Section 302 of the Sarbanes-Oxley Act of2002 X32.1Certification of Chief Executive Officer Pursuant to 18U.S.C. Section 1350 as Adopted Pursuant to Section 906of the Sarbanes-Oxley Act of 2002 X32.2Certification of Chief Financial Officer Pursuant to 18U.S.C. Section 1350 as Adopted Pursuant to Section 906of the Sarbanes-Oxley Act of 2002 X101.INS**XBRL Instance Document - the instance document doesnot appear in the Interactive Data File because its XBRLtags are embedded within the Inline XBRL document X101.SCH**XBRL Taxonomy Extension Schema Document X101.CAL**XBRL Taxonomy Extension Calculation LinkbaseDocument X101.DEF**XBRL Taxonomy Extension Definition LinkbaseDocument X101.LAB**XBRL Taxonomy Extension Label Linkbase Document X101.PRE**XBRL Taxonomy Extension Presentation LinkbaseDocument X+ Registrant has omitted portions of the relevant exhibit and filed such exhibit separately with the Securities and Exchange Commission pursuant to arequest for confidential treatment granted under Rule 406 under the Securities Act of 1933, as amended.* Indicates a management contract, compensatory plan or arrangement.** Pursuant to Rule 406T of Regulation S-T, the Interactive Data Files on Exhibit 101 hereto are deemed not “filed” for purposes of Sections 11 or 12 of theSecurities Act, are deemed not “filed” for purposes of Section 18 of the Exchange Act, and otherwise are not subject to liability under those Sections.106Table of ContentsSIGNATURES 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, 2019 SERVICENOW, INC. By: /s/ John J. Donahoe John J. DonahoePresident and Chief Executive OfficerPOWER OF ATTORNEYKNOW ALL BY THESE PRESENTS, that each person whose signature appears below constitutes and appoints John J. Donahoe 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 Exchange Act of 1934, this report has been signed by the following persons in the capacities and on thedates indicated.Signature Title Date /s/ John J. Donahoe President, Chief Executive Officer and Director(Principal Executive Officer) February 27, 2019John J. Donahoe /s/ Michael P. Scarpelli Chief Financial Officer(Principal Financial Officer and Principal AccountingOfficer) February 27, 2019Michael P. Scarpelli /s/ Frederic B. Luddy Chairman of the Board of Directors February 27, 2019Frederic B. Luddy /s/ Susan L. Bostrom Director February 27, 2019Susan L. Bostrom /s/ Jonathan C. Chadwick Director February 27, 2019Jonathan C. Chadwick /s/ Paul E. Chamberlain Director February 27, 2019Paul E. Chamberlain /s/ Ronald E.F. Codd Director February 27, 2019Ronald E. F. Codd /s/ Jeffrey A. Miller Director February 27, 2019Jeffrey A. Miller /s/ Anita M. Sands Director February 27, 2019Anita M. Sands /s/ Dennis M. Woodside Director February 27, 2019Dennis M. Woodside 107EXHIBIT 10.3SERVICENOW, INC.2012 EQUITY INCENTIVE PLAN, AS AMENDED THROUGH JANUARY 29, 20191.PURPOSE. The purpose of this Plan is to provide incentives to attract, retain and motivate eligible persons whosepresent and potential contributions are important to the success of the Company, and any Parents and Subsidiaries that exist now or inthe future, by offering them an opportunity to participate in the Company’s future performance through the grant of Awards.Capitalized terms not defined elsewhere in the text are defined in Section 27.2.SHARES SUBJECT TO THE PLAN.2.1Number of Shares Available. Subject to Sections 2.6 and 21 and any other applicable provisions hereof, thetotal number of Shares reserved and available for grant and issuance pursuant to this Plan as of the date of adoption of the Plan by theBoard, is 9,600,000 Shares plus (i) any reserved shares not issued or subject to outstanding grants under the Company’s 2005 StockPlan (the “Prior Plan”) on the Effective Date (as defined below), (ii) shares that are subject to stock options or other awards grantedunder the Prior Plan that cease to be subject to such stock options or other awards by forfeiture or otherwise after the Effective Date, (iii)shares issued under the Prior Plan before or after the Effective Date pursuant to the exercise of stock options that are, after the EffectiveDate, forfeited, (iv) shares issued under the Prior Plan that are repurchased by the Company at the original issue price and (v) sharesthat are subject to stock options or other awards under the Prior Plan that are used to pay the exercise price of an option or withheld tosatisfy the tax withholding obligations related to any award.2.2Lapsed, Returned Awards. Shares subject to Awards, and Shares issued under the Plan under any Award, willagain be available for grant and issuance in connection with subsequent Awards under this Plan to the extent such Shares: (a) aresubject to issuance upon exercise of an Option or SAR granted under this Plan but which cease to be subject to the Option or SAR forany reason other than exercise of the Option or SAR; (b) are subject to Awards granted under this Plan that are forfeited or arerepurchased by the Company at the original issue price; (c) are subject to Awards granted under this Plan that otherwise terminatewithout such Shares being issued; or (d) are surrendered pursuant to an Exchange Program. To the extent an Award under the Plan ispaid out in cash rather than Shares, such cash payment will not result in reducing the number of Shares available for issuance under thePlan. Shares used to pay the exercise price of an Award or withheld to satisfy the tax withholding obligations related to an Award willbecome available for future grant or sale under the Plan. For the avoidance of doubt, Shares that otherwise become available for grantand issuance because of the provisions of this Section 2.2 shall not include Shares subject to Awards that initially became availablebecause of the substitution clause in Section 21.2 hereof.2.3Minimum Share Reserve. At all times the Company shall reserve and keep available a sufficient number ofShares as shall be required to satisfy the requirements of all outstanding Awards granted under this Plan.12.4Automatic Share Reserve Increase. The number of Shares available for grant and issuance under the Planshall be increased on January 1 of each calendar year from the adoption of the Plan through January 1, 2019, by the lesser of (i) fivepercent (5%) of the number of Shares issued and outstanding on each December 31 immediately prior to the date of increase or (ii)such number of Shares determined by the Board. From the adoption of the Plan through January 1, 2019, the number of Sharesavailable for grant and issuance under the Plan was increased by an aggregate of 45,936,189 Shares under the provision in theforegoing sentence. After January 1, 2019, the number of Shares available for grant and issuance under the Plan may not be increasedwithout stockholder approval.2.5Limitations. No more than fifty million (50,000,000) Shares shall be issued pursuant to the exercise of ISOs.2.6Adjustment of Shares. If the number of outstanding Shares is changed by a stock dividend, recapitalization,stock split, reverse stock split, subdivision, combination, reclassification or similar change in the capital structure of the Company,without consideration, then (a) the number of Shares reserved for issuance and future grant under the Plan set forth in Section 2.1,(b) the Exercise Prices of and number of Shares subject to outstanding Options and SARs, (c) the number of Shares subject to otheroutstanding Awards, (d) the maximum number of shares that may be issued as ISOs set forth in Section 2.5, (e) the maximum numberof Shares that may be issued to an individual or to a new Employee in any one calendar year set forth in Section 3 and (f) the number ofShares that are granted as Awards to Non-Employee Directors as set forth in Section 12, shall be proportionately adjusted, subject toany required action by the Board or the stockholders of the Company and in compliance with applicable securities laws; provided thatfractions of a Share will not be issued.3.ELIGIBILITY. ISOs may be granted only to Employees. All other Awards may be granted to Employees,Consultants, Directors and Non-Employee Directors of the Company or any Parent or Subsidiary of the Company; provided suchConsultants, Directors and Non-Employee Directors render bona fide services not in connection with the offer and sale of securities in acapital-raising transaction. No Participant will be eligible to receive more than three million (3,000,00) Shares in any calendar yearunder this Plan pursuant to the grant of Awards except that new Employees of the Company or of a Parent or Subsidiary of theCompany (including new Employees who are also officers and directors of the Company or any Parent or Subsidiary of the Company)are eligible to receive up to a maximum of six million (6,000,000) Shares in the calendar year in which they commence theiremployment.4.ADMINISTRATION.4.1Committee Composition; Authority. This Plan will be administered by the Committee or by the Board actingas the Committee. Subject to the general purposes, terms and conditions of this Plan, and to the direction of the Board, the Committeewill have full power to implement and carry out this Plan, except, however, the Board shall establish the terms for the grant of an Awardto Non-Employee Directors. The Committee will have the authority to:(a)construe and interpret this Plan, any Award Agreement and any other agreement or documentexecuted pursuant to this Plan;(b)prescribe, amend and rescind rules and regulations relating to this Plan or any Award;2(c)select persons to receive Awards;(d)determine the form and terms and conditions, not inconsistent with the terms of the Plan, of anyAward granted hereunder. Such terms and conditions include, but are not limited to, the exercise price, the time or times when Awardsmay vest and be exercised (which may be based on performance criteria), any vesting acceleration or waiver of forfeiture restrictions,and any restriction or limitation regarding any Award or the Shares relating thereto, based in each case on such factors as theCommittee will determine;(e)determine the number of Shares or other consideration subject to Awards;(f)determine the Fair Market Value in good faith and interpret the applicable provisions of this Plan andthe definition of Fair Market Value in connection with circumstances that impact the Fair Market Value, if necessary;(g)determine whether Awards will be granted singly, in combination with, in tandem with, inreplacement of, or as alternatives to, other Awards under this Plan or any other incentive or compensation plan of the Company or anyParent or Subsidiary of the Company;(h)grant waivers of Plan or Award conditions;(i)determine the vesting, exercisability and payment of Awards;(j)correct any defect, supply any omission or reconcile any inconsistency in this Plan, any Award or anyAward Agreement;(k)determine whether an Award has been earned;(l)determine the terms and conditions of any, and to institute any Exchange Program;(m)reduce or waive any criteria with respect to Performance Factors;(n)adjust Performance Factors to take into account changes in law and accounting or tax rules as theCommittee deems necessary or appropriate to reflect the impact of extraordinary or unusual items, events or circumstances to avoidwindfalls or hardships;\(o)adopt rules and/or procedures (including the adoption of any subplan under this Plan) relating to theoperation and administration of the Plan to accommodate requirements of local law and procedures outside of the United States;(p)make all other determinations necessary or advisable for the administration of this Plan; and3(q)delegate any of the foregoing to a subcommittee consisting of one or more executive officers pursuantto a specific delegation.4.2Committee Interpretation and Discretion. Any determination made by the Committee with respect to anyAward shall be made in its sole discretion at the time of grant of the Award or, unless in contravention of any express term of the Planor Award, at any later time, and such determination shall be final and binding on the Company and all persons having an interest in anyAward under the Plan. Any dispute regarding the interpretation of the Plan or any Award Agreement shall be submitted by theParticipant or Company to the Committee for review. The resolution of such a dispute by the Committee shall be final and binding onthe Company and the Participant. The Committee may delegate to one or more executive officers the authority to review and resolvedisputes with respect to Awards held by Participants who are not Insiders, and such resolution shall be final and binding on theCompany and the Participant.4.3Section 16 of the Exchange Act. Awards granted to Participants who are subject to Section 16 of theExchange Act must be approved by two or more “non-employee directors” (as defined in the regulations promulgated under Section 16of the Exchange Act).4.4Documentation. The Award Agreement for a given Award, the Plan and any other documents may bedelivered to, and accepted by, a Participant or any other person in any manner (including electronic distribution or posting) that meetsapplicable legal requirements.5.OPTIONS. The Committee may grant Options to Participants and will determine whether such Options will beIncentive Stock Options within the meaning of the Code (“ISOs”) or Nonqualified Stock Options (“NQSOs”), the number of Sharessubject to the Option, the Exercise Price of the Option, the period during which the Option may vest and be exercised, and all otherterms and conditions of the Option, subject to the following:5.1Option Grant. Each Option granted under this Plan will identify the Option as an ISO or an NQSO. An Optionmay be, but need not be, awarded upon satisfaction of such Performance Factors during any Performance Period as are set out inadvance in the Participant’s individual Award Agreement. If the Option is being earned upon the satisfaction of Performance Factors,then the Committee will: (x) determine the nature, length and starting date of any Performance Period for each Option; and (y) selectfrom among the Performance Factors to be used to measure the performance, if any. Performance Periods may overlap and Participantsmay participate simultaneously with respect to Options that are subject to different performance goals and other criteria.5.2Date of Grant. The date of grant of an Option will be the date on which the Committee makes thedetermination to grant such Option, or a specified future date. The Award Agreement and a copy of this Plan will be delivered to theParticipant within a reasonable time after the granting of the Option.45.3Exercise Period. Options may be vested and exercisable within the times or upon the conditions as set forth inthe Award Agreement governing such Option; provided, however, that no Option will be exercisable after the expiration of ten (10)years from the date the Option is granted; and provided further that no ISO granted to a person who, at the time the ISO is granted,directly or by attribution owns more than ten percent (10%) of the total combined voting power of all classes of stock of the Companyor of any Parent or Subsidiary of the Company (“Ten Percent Stockholder”) will be exercisable after the expiration of five (5) yearsfrom the date the ISO is granted. The Committee also may provide for Options to become exercisable at one time or from time to time,periodically or otherwise, in such number of Shares or percentage of Shares as the Committee determines.5.4Exercise Price. The Exercise Price of an Option will be determined by the Committee when the Option isgranted; provided that: (i) the Exercise Price of an Option will be not less than one hundred percent (100%) of the Fair Market Value ofthe Shares on the date of grant and (ii) the Exercise Price of any ISO granted to a Ten Percent Stockholder will not be less than onehundred ten percent (110%) of the Fair Market Value of the Shares on the date of grant. Payment for the Shares purchased may bemade in accordance with Section 11 and the Award Agreement and in accordance with any procedures established by the Company.5.5Method of Exercise. Any Option granted hereunder will be vested and exercisable according to the terms ofthe Plan and at such times and under such conditions as determined by the Committee and set forth in the Award Agreement. AnOption may not be exercised for a fraction of a Share. An Option will be deemed exercised when the Company receives: (i) notice ofexercise (in such form as the Committee may specify from time to time) from the person entitled to exercise the Option, and (ii) fullpayment for the Shares with respect to which the Option is exercised (together with applicable withholding taxes). Full payment mayconsist of any consideration and method of payment authorized by the Committee and permitted by the Award Agreement and the Plan.Shares issued upon exercise of an Option will be issued in the name of the Participant. Until the Shares are issued (as evidenced by theappropriate entry on the books of the Company or of a duly authorized transfer agent of the Company), no right to vote or receivedividends or any other rights as a stockholder will exist with respect to the Shares, notwithstanding the exercise of the Option. TheCompany will issue (or cause to be issued) such Shares promptly after the Option is exercised. No adjustment will be made for adividend or other right for which the record date is prior to the date the Shares are issued, except as provided in Section 2.6 of the Plan.Exercising an Option in any manner will decrease the number of Shares thereafter available, both for purposes of the Plan and for saleunder the Option, by the number of Shares as to which the Option is exercised.5.6Termination. The exercise of an Option will be subject to the following (except as may be otherwise providedin an Award Agreement):(a)If the Participant is Terminated for any reason except for Cause or the Participant’s death or Disability,then the Participant may exercise such Participant’s Options only to the extent that such Options would have been exercisable by theParticipant on the Termination Date no later than ninety (90) days after the Termination Date (or such shorter time period or longer timeperiod not exceeding five (5) years as may be determined by the Committee, with any exercise beyond three (3) months after theTermination Date deemed to be the exercise of an NQSO), but in any event no later than the expiration date of the Options.5(b)If the Participant is Terminated because of the Participant’s death (or the Participant dies within ninety(90) days after a Termination other than for Cause or because of the Participant’s Disability), then the Participant’s Options may beexercised only to the extent that such Options would have been exercisable by the Participant on the Termination Date and must beexercised by the Participant’s legal representative, or authorized assignee, no later than twelve (12) months after the Termination Date(or such shorter time period not less than six (6) months or longer time period not exceeding five (5) years as may be determined by theCommittee), but in any event no later than the expiration date of the Options.(c)If the Participant is Terminated because of the Participant’s Disability, then the Participant’s Optionsmay be exercised only to the extent that such Options would have been exercisable by the Participant on the Termination Date and mustbe exercised by the Participant (or the Participant’s legal representative or authorized assignee) no later than twelve (12) months afterthe Termination Date (with any exercise beyond (a) three (3) months after the Termination Date when the Termination is for a Disabilitythat is not a “permanent and total disability” as defined in Section 22(e)(3) of the Code, or (b) twelve (12) months after the TerminationDate when the Termination is for a Disability that is a “permanent and total disability” as defined in Section 22(e)(3) of the Code,deemed to be exercise of an NQSO), but in any event no later than the expiration date of the Options.(d)If the Participant is terminated for Cause, then Participant’s Options shall expire on such Participant’sTermination Date, or at such later time and on such conditions as are determined by the Committee, but in any no event later than theexpiration date of the Options. Unless otherwise provided in the Award Agreement, Cause will have the meaning set forth in the Plan.5.7Limitations on Exercise. The Committee may specify a minimum number of Shares that may be purchased onany exercise of an Option, provided that such minimum number will not prevent any Participant from exercising the Option for the fullnumber of Shares for which it is then exercisable.5.8Limitations on ISOs. With respect to Awards granted as ISOs, to the extent that the aggregate Fair MarketValue of the Shares with respect to which such ISOs are exercisable for the first time by the Participant during any calendar year (underall plans of the Company and any Parent or Subsidiary) exceeds one hundred thousand dollars ($100,000), such Options will be treatedas NQSOs. For purposes of this Section 5.8, ISOs will be taken into account in the order in which they were granted. The Fair MarketValue of the Shares will be determined as of the time the Option with respect to such Shares is granted. In the event that the Code or theregulations promulgated thereunder are amended after the Effective Date to provide for a different limit on the Fair Market Value ofShares permitted to be subject to ISOs, such different limit will be automatically incorporated herein and will apply to any Optionsgranted after the effective date of such amendment.65.9Modification, Extension or Renewal. The Committee may modify, extend or renew outstanding Options andauthorize the grant of new Options in substitution therefor, provided that any such action may not, without the written consent of aParticipant, impair any of such Participant’s rights under any Option previously granted. Any outstanding ISO that is modified,extended, renewed or otherwise altered will be treated in accordance with Section 424(h) of the Code. Subject to Section 18 of this Plan,by written notice to affected Participants, the Committee may reduce the Exercise Price of outstanding Options without the consent ofsuch Participants; provided, however, that the Exercise Price may not be reduced below the Fair Market Value on the date the action istaken to reduce the Exercise Price.5.10No Disqualification. Notwithstanding any other provision in this Plan, no term of this Plan relating to ISOswill be interpreted, amended or altered, nor will any discretion or authority granted under this Plan be exercised, so as to disqualify thisPlan under Section 422 of the Code or, without the consent of the Participant affected, to disqualify any ISO under Section 422 of theCode.6.RESTRICTED STOCK AWARDS.6.1 Awards of Restricted Stock. A Restricted Stock Award is an offer by the Company to sell to a Participant Sharesthat are subject to restrictions (“Restricted Stock”). The Committee will determine to whom an offer will be made, the number of Sharesthe Participant may purchase, the Purchase Price, the restrictions under which the Shares will be subject and all other terms andconditions of the Restricted Stock Award, subject to the Plan.6.2 Restricted Stock Purchase Agreement. All purchases under a Restricted Stock Award will be evidenced by anAward Agreement. Except as may otherwise be provided in an Award Agreement, a Participant accepts a Restricted Stock Award bysigning and delivering to the Company an Award Agreement with full payment of the Purchase Price, within thirty (30) days from thedate the Award Agreement was delivered to the Participant. If the Participant does not accept such Award within thirty (30) days, thenthe offer of such Restricted Stock Award will terminate, unless the Committee determines otherwise.6.3 Purchase Price. The Purchase Price for a Restricted Stock Award will be determined by the Committee and may beless than Fair Market Value on the date the Restricted Stock Award is granted. Payment of the Purchase Price must be made inaccordance with Section 11 of the Plan, and the Award Agreement and in accordance with any procedures established by the Company.6.4 Terms of Restricted Stock Awards. Restricted Stock Awards will be subject to such restrictions as the Committeemay impose or are required by law. These restrictions may be based on completion of a specified number of years of service with theCompany or upon completion of Performance Factors, if any, during any Performance Period as set out in advance in the Participant’sAward Agreement. Prior to the grant of a Restricted Stock Award, the Committee shall: (a) determine the nature, length and starting dateof any Performance Period for the Restricted Stock Award; (b) select from among the Performance Factors to be used to measureperformance goals, if any; and (c) determine the number of Shares that may be awarded to the Participant. Performance Periods mayoverlap and a Participant may participate simultaneously with respect to Restricted Stock Awards that are subject to differentPerformance Periods and having different performance goals and other criteria.76.5 Termination of Participant. Except as may be set forth in the Participant’s Award Agreement, vesting ceases onsuch Participant’s Termination Date (unless determined otherwise by the Committee).7.STOCK BONUS AWARDS.7.1 Awards of Stock Bonuses. A Stock Bonus Award is an award to an eligible person of Shares for services to berendered or for past services already rendered to the Company or any Parent or Subsidiary. All Stock Bonus Awards shall be madepursuant to an Award Agreement. No payment from the Participant will be required for Shares awarded pursuant to a Stock BonusAward.7.2 Terms of Stock Bonus Awards. The Committee will determine the number of Shares to be awarded to theParticipant under a Stock Bonus Award and any restrictions thereon. These restrictions may be based upon completion of a specifiednumber of years of service with the Company or upon satisfaction of performance goals based on Performance Factors during anyPerformance Period as set out in advance in the Participant’s Stock Bonus Agreement. Prior to the grant of any Stock Bonus Award theCommittee shall: (a) determine the nature, length and starting date of any Performance Period for the Stock Bonus Award; (b) selectfrom among the Performance Factors to be used to measure performance goals; and (c) determine the number of Shares that may beawarded to the Participant. Performance Periods may overlap and a Participant may participate simultaneously with respect to StockBonus Awards that are subject to different Performance Periods and different performance goals and other criteria.7.3 Form of Payment to Participant. Payment may be made in the form of cash, whole Shares, or a combinationthereof, based on the Fair Market Value of the Shares earned under a Stock Bonus Award on the date of payment, as determined in thesole discretion of the Committee.7.4 Termination of Participation. Except as may be set forth in the Participant’s Award Agreement, vesting ceases onsuch Participant’s Termination Date (unless determined otherwise by the Committee).8.STOCK APPRECIATION RIGHTS.8.1Awards of SARs. A Stock Appreciation Right (“SAR”) is an award to a Participant that may be settled in cash,or Shares (which may consist of Restricted Stock), having a value equal to (a) the difference between the Fair Market Value on the dateof exercise over the Exercise Price multiplied by (b) the number of Shares with respect to which the SAR is being settled (subject to anymaximum number of Shares that may be issuable as specified in an Award Agreement). All SARs shall be made pursuant to an AwardAgreement.88.2Terms of SARs. The Committee will determine the terms of each SAR including, without limitation: (a) thenumber of Shares subject to the SAR; (b) the Exercise Price and the time or times during which the SAR may be settled; (c) theconsideration to be distributed on settlement of the SAR; and (d) the effect of the Participant’s Termination on each SAR. The ExercisePrice of the SAR will be determined by the Committee when the SAR is granted, and may not be less than Fair Market Value. A SARmay be awarded upon satisfaction of Performance Factors, if any, during any Performance Period as are set out in advance in theParticipant’s individual Award Agreement. If the SAR is being earned upon the satisfaction of Performance Factors, then the Committeewill: (x) determine the nature, length and starting date of any Performance Period for each SAR; and (y) select from among thePerformance Factors to be used to measure the performance, if any. Performance Periods may overlap and Participants may participatesimultaneously with respect to SARs that are subject to different Performance Factors and other criteria.8.3Exercise Period and Expiration Date. A SAR will be exercisable within the times or upon the occurrence ofevents determined by the Committee and set forth in the Award Agreement governing such SAR. The SAR Agreement shall set forththe expiration date; provided that no SAR will be exercisable after the expiration of ten (10) years from the date the SAR is granted. TheCommittee may also provide for SARs to become exercisable at one time or from time to time, periodically or otherwise (including,without limitation, upon the attainment during a Performance Period of performance goals based on Performance Factors), in suchnumber of Shares or percentage of the Shares subject to the SAR as the Committee determines. Except as may be set forth in theParticipant’s Award Agreement, vesting ceases on such Participant’s Termination Date (unless determined otherwise by the Committee).Notwithstanding the foregoing, the rules of Section 5.6 also will apply to SARs.8.4Form of Settlement. Upon exercise of a SAR, a Participant will be entitled to receive payment from theCompany in an amount determined by multiplying (i) the difference between the Fair Market Value of a Share on the date of exerciseover the Exercise Price; times (ii) the number of Shares with respect to which the SAR is exercised. At the discretion of the Committee,the payment from the Company for the SAR exercise may be in cash, in Shares of equivalent value, or in some combination thereof.The portion of a SAR being settled may be paid currently or on a deferred basis with such interest or dividend equivalent, if any, as theCommittee determines, provided that the terms of the SAR and any deferral satisfy the requirements of Section 409A of the Code.8.5Termination of Participation. Except as may be set forth in the Participant’s Award Agreement, vesting ceaseson such Participant’s Termination Date (unless determined otherwise by the Committee).9.RESTRICTED STOCK UNITS.9.1Awards of Restricted Stock Units. A Restricted Stock Unit (“RSU”) is an award to a Participant covering anumber of Shares that may be settled in cash, or by issuance of those Shares (which may consist of Restricted Stock). All RSUs shall bemade pursuant to an Award Agreement.99.2Terms of RSUs. The Committee will determine the terms of an RSU including, without limitation: (a) thenumber of Shares subject to the RSU; (b) the time or times during which the RSU may be settled; (c) the consideration to be distributedon settlement; and (d) the effect of the Participant’s Termination on each RSU. An RSU may be awarded upon satisfaction of suchperformance goals based on Performance Factors during any Performance Period as are set out in advance in the Participant’s AwardAgreement. If the RSU is being earned upon satisfaction of Performance Factors, then the Committee will: (x) determine the nature,length and starting date of any Performance Period for the RSU; (y) select from among the Performance Factors to be used to measurethe performance, if any; and (z) determine the number of Shares deemed subject to the RSU. Performance Periods may overlap andparticipants may participate simultaneously with respect to RSUs that are subject to different Performance Periods and differentperformance goals and other criteria.9.3Form and Timing of Settlement. Payment of earned RSUs shall be made as soon as practicable after thedate(s) determined by the Committee and set forth in the Award Agreement. The Committee, in its sole discretion, may settle earnedRSUs in cash, Shares, or a combination of both. The Committee may also permit a Participant to defer payment under a RSU to a dateor dates after the RSU is earned provided that the terms of the RSU and any deferral satisfy the requirements of Section 409A of theCode.9.4Termination of Participant. Except as may be set forth in the Participant’s Award Agreement, vesting ceaseson such Participant’s Termination Date (unless determined otherwise by the Committee).10.PERFORMANCE AWARDS.10.1 Performance Awards. A Performance Award is an award to a Participant of a cash bonus or a Performance Sharebonus. Grants of Performance Awards shall be made pursuant to an Award Agreement.10.2 Terms of Performance Awards. The Committee will determine, and each Award Agreement shall set forth, theterms of each award of Performance Award including, without limitation: (a) the amount of any cash bonus; (b) the number of Sharesdeemed subject to a Performance Share bonus; (c) the Performance Factors and Performance Period that shall determine the time andextent to which each Performance Award shall be settled; (d) the consideration to be distributed on settlement; and (e) the effect of theParticipant’s Termination on each Performance Award. In establishing Performance Factors and the Performance Period the Committeewill: (x) determine the nature, length and starting date of any Performance Period; and (y) select from among the Performance Factors tobe used. Prior to settlement the Committee shall determine the extent to which Performance Awards have been earned. PerformancePeriods may overlap and Participants may participate simultaneously with respect to Performance Awards that are subject to differentPerformance Periods and different performance goals and other criteria. No Participant will be eligible to receive more than $[Number]in Performance Awards in any calendar year under this Plan.1010.3 Value, Earning and Timing of Performance Shares. Any Performance Share bonus will have an initial value equalto the Fair Market Value of a Share on the date of grant. After the applicable Performance Period has ended, the holder of aPerformance Share bonus will be entitled to receive a payout of the number of Shares earned by the Participant over the PerformancePeriod, to be determined as a function of the extent to which the corresponding Performance Factors or other vesting provisions havebeen achieved. The Committee, in its sole discretion, may pay an earned Performance Share bonus in the form of cash, in Shares(which have an aggregate Fair Market Value equal to the value of the earned Performance Shares at the close of the applicablePerformance Period) or in a combination thereof. Performance Share bonuses may also be settled in Restricted Stock.10.4 Termination of Participant. Except as may be set forth in the Participant’s Award Agreement, vesting ceases onsuch Participant’s Termination Date (unless determined otherwise by the Committee).11.PAYMENT FOR SHARE PURCHASES.Payment from a Participant for Shares purchased pursuant to this Plan may be made in cash or by check or, whereexpressly approved for the Participant by the Committee and where permitted by law (and to the extent not otherwise set forth in theapplicable Award Agreement):(a)by cancellation of indebtedness of the Company to the Participant;(b)by surrender of shares of the Company held by the Participant that have a Fair Market Value on thedate of surrender equal to the aggregate exercise price of the Shares as to which said Award will be exercised or settled;(c)by waiver of compensation due or accrued to the Participant for services rendered or to be rendered tothe Company or a Parent or Subsidiary of the Company;(d)by consideration received by the Company pursuant to a broker-assisted or other form of cashlessexercise program implemented by the Company in connection with the Plan;(e)by any combination of the foregoing; or(f)by any other method of payment as is permitted by applicable law.12.GRANTS TO NON-EMPLOYEE DIRECTORS.12.1 Types of Awards. Non-Employee Directors are eligible to receive any type of Award offered under this Planexcept ISOs. Awards pursuant to this Section 12 may be automatically made pursuant to policy adopted by the Board, or made fromtime to time as determined in the discretion of the Board.1112.2 Eligibility. Awards pursuant to this Section 12 shall be granted only to Non-Employee Directors. A Non-Employee Director who is elected or re-elected as a member of the Board will be eligible to receive an Award under this Section 12. NoNon-Employee Director may receive cash compensation and Awards exceeding $750,000 in total combined value (as described below)in the aggregate in any calendar year. The value of Awards for purposes of complying with this maximum shall be determined asfollows: (a) for Options and SARs, grant date fair value will be calculated using the Black-Scholes valuation methodology on the dateof grant of such Option or SAR and (b) for all other Awards other than Options and SARs, grant date fair value will be determined byeither (i) calculating the product of the Fair Market Value per Share on the date of grant and the aggregate number of Shares subject tothe Award or (ii) calculating the product using an average of the Fair Market Value over a number of trading days and the aggregatenumber of Shares subject to the Award as determined by the Committee.12.3 Vesting, Exercisability and Settlement. Except as set forth in Section 21, Awards shall vest, become exercisableand be settled as determined by the Board. With respect to Options and SARs, the exercise price granted to Non-Employee Directorsshall not be less than the Fair Market Value of the Shares at the time that such Option or SAR is granted.12.4 Election to receive Awards in Lieu of Cash. A Non-Employee Director may elect to receive his or her annualretainer payments and/or meeting fees from the Company in the form of cash or Awards or a combination thereof, as determined by theCommittee. Such Awards shall be issued under the Plan. An election under this Section 12.4 shall be filed with the Company on theform prescribed by the Company.13.WITHHOLDING TAXES.13.1Withholding Generally. Whenever Shares are to be issued in satisfaction of Awards granted under this Plan,the Company may require the Participant to remit to the Company, or to the Parent or Subsidiary employing the Participant, an amountsufficient to satisfy applicable U.S. federal, state, local and international withholding tax requirements or any other tax liability legallydue from the Participant prior to the delivery of Shares pursuant to exercise or settlement of any Award. Whenever payments insatisfaction of Awards granted under this Plan are to be made in cash, such payment will be net of an amount sufficient to satisfyapplicable U.S. federal, state, local and international withholding tax requirements or any other tax liability legally due from theParticipant.13.2Stock Withholding. The Committee, in its sole discretion and pursuant to such procedures as it may specifyfrom time to time and to limitations of local law, may require or permit a Participant to satisfy such tax withholding obligation or anyother tax liability legally due from the Participant, in whole or in part by (without limitation) (i) paying cash, (ii) electing to have theCompany withhold otherwise deliverable cash or Shares having a Fair Market Value equal to the minimum statutory amount required tobe withheld, or (iii) delivering to the Company already-owned Shares having a Fair Market Value equal to the minimum amountrequired to be withheld. The Fair Market Value of the Shares to be withheld or delivered will be determined as of the date that the taxesare required to be withheld.14.TRANSFERABILITY.1214.1Transfer Generally. Unless determined otherwise by the Committee or pursuant to Section 14.2, an Awardmay not be sold, pledged, assigned, hypothecated, transferred, or disposed of in any manner other than by will or by the laws ofdescent or distribution. If the Committee makes an Award transferable, including, without limitation, by instrument to an inter vivos ortestamentary trust in which the Awards are to be passed to beneficiaries upon the death of the trustor (settlor) or by gift to a PermittedTransferee, such Award will contain such additional terms and conditions as the Committee deems appropriate. All Awards shall beexercisable: (i) during the Participant’s lifetime only by (A) the Participant, or (B) the Participant’s guardian or legal representative; (ii)after the Participant’s death, by the legal representative of the Participant’s heirs or legatees; and (iii) in the case of all awards exceptISOs, by a Permitted Transferee.14.2Award Transfer Program. Notwithstanding any contrary provision of the Plan, the Committee shall have alldiscretion and authority to determine and implement the terms and conditions of any Award Transfer Program instituted pursuant to thisSection 14.2 and shall have the authority to amend the terms of any Award participating, or otherwise eligible to participate in, theAward Transfer Program, including (but not limited to) the authority to (i) amend (including to extend) the expiration date, post-termination exercise period and/or forfeiture conditions of any such Award, (ii) amend or remove any provisions of the Award relatingto the Award holder’s continued service to the Company, (iii) amend the permissible payment methods with respect to the exercise orpurchase of any such Award, (iv) amend the adjustments to be implemented in the event of changes in the capitalization and othersimilar events with respect to such Award, and (v) make such other changes to the terms of such Award as the Committee deemsnecessary or appropriate in its sole discretion.15.PRIVILEGES OF STOCK OWNERSHIP; RESTRICTIONS ON SHARES.15.1 Voting and Dividends. No Participant will have any of the rights of a stockholder with respect to any Shares untilthe Shares are issued to the Participant, except for any dividend equivalent rights permitted by an applicable Award Agreement. AfterShares are issued to the Participant, the Participant will be a stockholder and have all the rights of a stockholder with respect to suchShares, including the right to vote and receive all dividends or other distributions made or paid with respect to such Shares; provided,that if such Shares are Restricted Stock, then any new, additional or different securities the Participant may become entitled to receivewith respect to such Shares by virtue of a stock dividend, stock split or any other change in the corporate or capital structure of theCompany will be subject to the same restrictions as the Restricted Stock; provided, further, that the Participant will have no right toretain such stock dividends or stock distributions with respect to Shares that are repurchased at the Participant’s Purchase Price orExercise Price, as the case may be, pursuant to Section 15.2.15.2 Restrictions on Shares. At the discretion of the Committee, the Company may reserve to itself and/or itsassignee(s) a right to repurchase (a “Right of Repurchase”) a portion of any or all Unvested Shares held by a Participant following suchParticipant’s Termination at any time within ninety (90) days after the later of the Participant’s Termination Date and the date theParticipant purchases Shares under this Plan, for cash and/or cancellation of purchase money indebtedness, at the Participant’s PurchasePrice or Exercise Price, as the case may be.1316.CERTIFICATES. All Shares or other securities whether or not certificated, delivered under this Plan will be subjectto such stock transfer orders, legends and other restrictions as the Committee may deem necessary or advisable, including restrictionsunder any applicable U.S. federal, state or foreign securities law, or any rules, regulations and other requirements of the SEC or anystock exchange or automated quotation system upon which the Shares may be listed or quoted and any non-U.S. exchange controls orsecurities law restrictions to which the Shares are subject.17.ESCROW; PLEDGE OF SHARES. To enforce any restrictions on a Participant’s Shares, the Committee mayrequire the Participant to deposit all certificates representing Shares, together with stock powers or other instruments of transferapproved by the Committee, appropriately endorsed in blank, with the Company or an agent designated by the Company to hold inescrow until such restrictions have lapsed or terminated, and the Committee may cause a legend or legends referencing such restrictionsto be placed on the certificates. Any Participant who is permitted to execute a promissory note as partial or full consideration for thepurchase of Shares under this Plan will be required to pledge and deposit with the Company all or part of the Shares so purchased ascollateral to secure the payment of the Participant’s obligation to the Company under the promissory note; provided, however, that theCommittee may require or accept other or additional forms of collateral to secure the payment of such obligation and, in any event, theCompany will have full recourse against the Participant under the promissory note notwithstanding any pledge of the Participant’sShares or other collateral. In connection with any pledge of the Shares, the Participant will be required to execute and deliver a writtenpledge agreement in such form as the Committee will from time to time approve. The Shares purchased with the promissory note maybe released from the pledge on a pro rata basis as the promissory note is paid.18.EXCHANGE AND BUYOUT OF AWARDS. An Exchange Program, including but not limited to any repricing ofOptions or SARs, is not permitted without prior stockholder approval.19.SECURITIES LAW AND OTHER REGULATORY COMPLIANCE. An Award will not be effective unless suchAward is in compliance with all applicable U.S. and foreign federal and state securities laws, rules and regulations of any governmentalbody, and the requirements of any stock exchange or automated quotation system upon which the Shares may then be listed or quoted,as they are in effect on the date of grant of the Award and also on the date of exercise or other issuance. Notwithstanding any otherprovision in this Plan, the Company will have no obligation to issue or deliver certificates for Shares under this Plan prior to: (a)obtaining any approvals from governmental agencies that the Company determines are necessary or advisable; and/or (b) completion ofany registration or other qualification of such Shares under any state or federal or foreign law or ruling of any governmental body thatthe Company determines to be necessary or advisable. The Company will be under no obligation to register the Shares with the SEC orto effect compliance with the registration, qualification or listing requirements of any foreign or state securities laws, stock exchange orautomated quotation system, and the Company will have no liability for any inability or failure to do so.20.NO OBLIGATION TO EMPLOY. Nothing in this Plan or any Award granted under this Plan will confer or bedeemed to confer on any Participant any right to continue in the employ of, or to continue any other relationship with, the Company orany Parent or Subsidiary of the Company or limit in any way the right of the Company or any Parent or Subsidiary of the Company toterminate Participant’s employment or other relationship at any time.1421.CORPORATE TRANSACTIONS. 21.1Assumption or Replacement of Awards by Successor. In the event of a Corporate Transaction any or alloutstanding Awards may be assumed or replaced by the successor corporation, which assumption or replacement shall be binding onall Participants. In the alternative, the successor corporation may substitute equivalent Awards or provide substantially similarconsideration to Participants as was provided to stockholders (after taking into account the existing provisions of the Awards). Thesuccessor corporation may also issue, in place of outstanding Shares of the Company held by the Participant, substantially similarshares or other property subject to repurchase restrictions no less favorable to the Participant. In the event such successor or acquiringcorporation (if any) refuses to assume, convert, replace or substitute Awards, as provided above, pursuant to a Corporate Transaction,then notwithstanding any other provision in this Plan to the contrary, such Awards shall have their vesting accelerate as to all sharessubject to such Award (and any applicable right of repurchase fully lapse) immediately prior to the Corporate Transaction and then suchAwards will terminate. In addition, in the event such successor or acquiring corporation (if any) refuses to assume, convert, replace orsubstitute Awards, as provided above, pursuant to a Corporate Transaction, the Committee will notify the Participant in writing orelectronically that such Award will be exercisable for a period of time determined by the Committee in its sole discretion, and suchAward will terminate upon the expiration of such period. Awards need not be treated similarly in a Corporate Transaction.21.2Assumption of Awards by the Company. The Company, from time to time, also may substitute or assumeoutstanding awards granted by another company, whether in connection with an acquisition of such other company or otherwise, byeither; (a) granting an Award under this Plan in substitution of such other company’s award; or (b) assuming such award as if it hadbeen granted under this Plan if the terms of such assumed award could be applied to an Award granted under this Plan. Suchsubstitution or assumption will be permissible if the holder of the substituted or assumed award would have been eligible to be grantedan Award under this Plan if the other company had applied the rules of this Plan to such grant. In the event the Company assumes anaward granted by another company, the terms and conditions of such award will remain unchanged (except that the Purchase Price orthe Exercise Price, as the case may be, and the number and nature of Shares issuable upon exercise or settlement of any such Awardwill be adjusted appropriately pursuant to Section 424(a) of the Code). In the event the Company elects to grant a new Option insubstitution rather than assuming an existing option, such new Option may be granted with a similarly adjusted Exercise Price.Substitute Awards shall not reduce the number of Shares authorized for grant under the Plan or authorized for grant to a Participant inany calendar year.21.3Non-Employee Directors’ Awards. Notwithstanding any provision to the contrary herein, in the event of aCorporate Transaction, the vesting of all Awards granted to Non-Employee Directors shall accelerate and such Awards shall becomeexercisable (as applicable) in full prior to the consummation of such event at such times and on such conditions as the Committeedetermines.22.ADOPTION AND STOCKHOLDER APPROVAL. This Plan shall be submitted for the approval of the Company’sstockholders, consistent with applicable laws, within twelve (12) months before or after the date this Plan is adopted by the Board.1523.TERM OF PLAN/GOVERNING LAW. Unless earlier terminated as provided herein, this Plan will becomeeffective on the Effective Date and will terminate ten (10) years from the date this Plan is adopted by the Board. This Plan and allAwards granted hereunder shall be governed by and construed in accordance with the laws of the State of Delaware.24.AMENDMENT OR TERMINATION OF PLAN. The Board may at any time terminate or amend this Plan in anyrespect, including, without limitation, amendment of any form of Award Agreement or instrument to be executed pursuant to this Plan;provided, however, that the Board will not, without the approval of the stockholders of the Company, amend this Plan in any mannerthat requires such stockholder approval; provided further, that a Participant’s Award shall be governed by the version of this Plan thenin effect at the time such Award was granted.25.NONEXCLUSIVITY OF THE PLAN. Neither the adoption of this Plan by the Board, the submission of this Plan tothe stockholders of the Company for approval, nor any provision of this Plan will be construed as creating any limitations on the powerof the Board to adopt such additional compensation arrangements as it may deem desirable, including, without limitation, the grantingof stock awards and bonuses otherwise than under this Plan, and such arrangements may be either generally applicable or applicableonly in specific cases.26.INSIDER TRADING POLICY. Each Participant who receives an Award shall comply with any policy adopted bythe Company from time to time covering transactions in the Company’s securities by Employees, officers and/or directors of theCompany.27.DEFINITIONS. As used in this Plan, and except as elsewhere defined herein, the following terms will have thefollowing meanings:“Award” means any award under the Plan, including any Option, Restricted Stock, Stock Bonus, Stock Appreciation Right,Restricted Stock Unit or award of Performance Shares.“Award Agreement” means, with respect to each Award, the written or electronic agreement between the Company and theParticipant setting forth the terms and conditions of the Award, which shall be in substantially a form (which need not be the same foreach Participant) that the Committee has from time to time approved, and will comply with and be subject to the terms and conditions ofthis Plan.“Award Transfer Program” means any program instituted by the Committee which would permit Participants the opportunity totransfer any outstanding Awards to a financial institution or other person or entity approved by the Committee.“Board” means the Board of Directors of the Company.“Cause” means (i) embezzlement or misappropriation of funds; (ii) conviction of, or entry of a plea of nolo contendre to, afelony involving moral turpitude; (iii) commission of material acts of dishonesty, fraud, or deceit; (iv) breach of any material provisionsof any employment agreement; (v) habitual or willful neglect of duties; (vi) breach of fiduciary duty; or (vii) material violation of anyother duty whether imposed by law or the Board.16“Code” means the United States Internal Revenue Code of 1986, as amended, and the regulations promulgated thereunder.“Committee” means the Compensation Committee of the Board or those persons to whom administration of the Plan, or part ofthe Plan, has been delegated as permitted by law.“Common Stock” means the common stock of the Company.“Company” means ServiceNow, Inc., or any successor corporation.“Consultant” means any person, including an advisor or independent contractor, engaged by the Company or a Parent orSubsidiary to render services to such entity.“Corporate Transaction” means the occurrence of any of the following events: (i) any “person” (as such term is used inSections 13(d) and 14(d) of the Exchange Act) becomes the “beneficial owner” (as defined in Rule 13d-3 of the Exchange Act),directly or indirectly, of securities of the Company representing fifty percent (50%) or more of the total voting power represented by theCompany’s then-outstanding voting securities; (ii) the consummation of the sale or disposition by the Company of all or substantiallyall of the Company’s assets; (iii) the consummation of a merger or consolidation of the Company with any other corporation, other thana merger or consolidation which would result in the voting securities of the Company outstanding immediately prior thereto continuingto represent (either by remaining outstanding or by being converted into voting securities of the surviving entity or its parent) at leastfifty percent (50%) of the total voting power represented by the voting securities of the Company or such surviving entity or its parentoutstanding immediately after such merger or consolidation or (iv) any other transaction which qualifies as a “corporate transaction”under Section 424(a) of the Code wherein the stockholders of the Company give up all of their equity interest in the Company (exceptfor the acquisition, sale or transfer of all or substantially all of the outstanding shares of the Company).“Director” means a member of the Board.“Disability” means in the case of incentive stock options, total and permanent disability as defined in Section 22(e)(3) of theCode and in the case of other Awards, that the Participant is unable to engage in any substantial gainful activity by reason of anymedically determinable physical or mental impairment that can be expected to result in death or can be expected to last for a continuousperiod of not less than 12 months.“Effective Date” means the day immediately prior to the date of the underwritten initial public offering of the Company’sCommon Stock pursuant to a registration statement that is declared effective by the SEC.“Employee” means any person, including Officers and Directors, employed by the Company or any Parent or Subsidiary of theCompany. Neither service as a Director nor payment of a director’s fee by the Company will be sufficient to constitute “employment”by the Company.“Exchange Act” means the United States Securities Exchange Act of 1934, as amended.17“Exchange Program” means a program pursuant to which (i) outstanding Awards are surrendered, cancelled or exchanged forcash, the same type of Award or a different Award (or combination thereof) or (ii) the exercise price of an outstanding Award isincreased or reduced.“Exercise Price” means, with respect to an Option, the price at which a holder may purchase the Shares issuable upon exerciseof an Option and with respect to a SAR, the price at which the SAR is granted to the holder thereof.“Fair Market Value” means, as of any date, the value of a share of the Company’s Common Stock determined as follows:(a)if such Common Stock is publicly traded and is then listed on a national securities exchange, itsclosing price on the date of determination on the principal national securities exchange on which the Common Stock is listed oradmitted to trading as reported in The Wall Street Journal or such other source as the Committee deems reliable;(b)if such Common Stock is publicly traded but is neither listed nor admitted to trading on a nationalsecurities exchange, the average of the closing bid and asked prices on the date of determination as reported in The Wall Street Journalor such other source as the Committee deems reliable;(c)in the case of an Option or SAR grant made on the Effective Date, the price per share at which sharesof the Company’s Common Stock are initially offered for sale to the public by the Company’s underwriters in the initial public offeringof the Company’s Common Stock pursuant to a registration statement filed with the SEC under the Securities Act; or(d)if none of the foregoing is applicable, by the Board or the Committee in good faith.“Insider” means an officer or director of the Company or any other person whose transactions in the Company’s CommonStock are subject to Section 16 of the Exchange Act.“Non-Employee Director” means a Director who is not an Employee of the Company or any Parent or Subsidiary.“Option” means an award of an option to purchase Shares pursuant to Section 5.“Parent” means any corporation (other than the Company) in an unbroken chain of corporations ending with the Company ifeach of such corporations other than the Company owns stock possessing fifty percent (50%) or more of the total combined votingpower of all classes of stock in one of the other corporations in such chain.“Participant” means a person who holds an Award under this Plan.“Performance Award” means cash or stock granted pursuant to Section 10 or Section 12 of the Plan.18“Performance Factors” means any of the factors selected by the Committee and specified in an Award Agreement, fromamong the following objective measures, either individually, alternatively or in any combination, applied to the Company as a whole orany business unit or Subsidiary, either individually, alternatively, or in any combination, on a GAAP or non-GAAP basis, andmeasured, to the extent applicable on an absolute basis or relative to a pre-established target, to determine whether the performancegoals established by the Committee with respect to applicable Awards have been satisfied:(a)Profit Before Tax;(b)Billings;(c)Revenue;(d)Net revenue;(e)Earnings (which may include earnings before interest and taxes, earnings before taxes, and net earnings);(f)Operating income;(g)Operating margin;(h)Operating profit;(i)Controllable operating profit, or net operating profit;(j)Net Profit;(k)Gross margin;(l)Operating expenses or operating expenses as a percentage of revenue;(m)Net income;(n)Earnings per share;(o)Total stockholder return;(p)Market share;(q)Return on assets or net assets;(r)The Company’s stock price;19(s)Growth in stockholder value relative to a pre-determined index;(t)Return on equity;(u)Return on invested capital;(v)Cash Flow (including free cash flow or operating cash flows);(w)Cash conversion cycle;(x)Economic value added;(y)Individual confidential business objectives;(z)Contract awards or backlog;(aa)Overhead or other expense reduction;(bb)Credit rating;(cc)Strategic plan development and implementation;(dd)Succession plan development and implementation;(ee)Improvement in workforce diversity;(ff)Customer indicators;(gg)New product invention or innovation;(hh)Attainment of research and development milestones;(ii)Improvements in productivity;(jj)Bookings; and(kk)Attainment of objective operating goals and employee metrics; and20The Committee may, in recognition of unusual or non-recurring items such as acquisition-related activities or changes inapplicable accounting rules, provide for one or more equitable adjustments (based on objective standards) to the Performance Factors topreserve the Committee’s original intent regarding the Performance Factors at the time of the initial award grant. It is within the solediscretion of the Committee to make or not make any such equitable adjustments.“Performance Period” means the period of service determined by the Committee, during which years of service or performanceis to be measured for the Award.“Performance Share” means a performance share bonus granted as a Performance Award.“Permitted Transferee” means any child, stepchild, grandchild, parent, stepparent, grandparent, spouse, former spouse, sibling,niece, nephew, mother-in-law, father-in-law, son-in-law, daughter-in-law, brother-in-law, or sister-in-law (including adoptiverelationships) of the Employee, any person sharing the Employee’s household (other than a tenant or employee), a trust in which thesepersons (or the Employee) have more than 50% of the beneficial interest, a foundation in which these persons (or the Employee)control the management of assets, and any other entity in which these persons (or the Employee) own more than 50% of the votinginterests.“Plan” means this ServiceNow, Inc. 2012 Equity Incentive Plan.“Purchase Price” means the price to be paid for Shares acquired under the Plan, other than Shares acquired upon exercise of anOption or SAR.“Restricted Stock Award” means an award of Shares pursuant to Section 6 or Section 12 of the Plan, or issued pursuant to theearly exercise of an Option.“Restricted Stock Unit” means an Award granted pursuant to Section 9 or Section 12 of the Plan.“SEC” means the United States Securities and Exchange Commission.“Securities Act” means the United States Securities Act of 1933, as amended.“Shares” means shares of the Company’s Common Stock and the common stock of any successor security.“Stock Appreciation Right” means an Award granted pursuant to Section 8 or Section 12 of the Plan.“Stock Bonus” means an Award granted pursuant to Section 7 or Section 12 of the Plan.“Subsidiary” means any corporation (other than the Company) in an unbroken chain of corporations beginning with theCompany if each of the corporations other than the last corporation in the unbroken chain owns stock possessing fifty percent (50%) ormore of the total combined voting power of all classes of stock in one of the other corporations in such chain.21“Termination” or “Terminated” means, for purposes of this Plan with respect to a Participant, that the Participant has for anyreason ceased to provide services as an employee, officer, director, consultant, independent contractor or advisor to the Company or aParent or Subsidiary of the Company. An employee will not be deemed to have ceased to provide services in the case of any leave ofabsence approved by the Company. In the case of any employee on an approved leave of absence, the Committee may make suchprovisions respecting suspension of vesting of the Award while on leave from the employ of the Company or a Parent or Subsidiary ofthe Company as it may deem appropriate, except that in no event may an Award be exercised after the expiration of the term set forth inthe applicable Award Agreement. In the event of military leave, if required by applicable laws, vesting shall continue for the longestperiod that vesting continues under any other statutory or Company approved leave of absence and, upon a Participant’s returning frommilitary leave (under conditions that would entitle him or her to protection upon such return under the Uniform Services Employmentand Reemployment Rights Act), he or she shall be given vesting credit with respect to Awards to the same extent as would have appliedhad the Participant continued to provide services to the Company throughout the leave on the same terms as he or she was providingservices immediately prior to such leave. An employee shall have terminated employment as of the date he or she ceases to beemployed (regardless of whether the termination is in breach of local laws or is later found to be invalid) and employment shall not beextended by any notice period or garden leave mandated by local law. The Committee will have sole discretion to determine whether aParticipant has ceased to provide services for purposes of the Plan and the effective date on which the Participant ceased to provideservices (the “Termination Date”).“Unvested Shares” means Shares that have not yet vested or are subject to a right of repurchase in favor of the Company (orany successor thereto).22EXHIBIT 10.7UK Participants:Note that by accepting this Enrollment/Change Form on the Fidelity Brokerage Services LLC enrollment page you hereby agreeto accept all liability for secondary Class 1 NICs that may be payable by the Company and/or the Employer in connection withyour participation in the ESPP and any event giving rise to Tax-Related Items. You further agree to the “Election To Transfer theEmployer’s National Insurance Liability to the Employee” agreement with the Company in the form attached to this Enrollment/Change Form below (the “Joint Election Agreement”) as if you had manually signed and returned the Joint Election Agreementto the Company.1SERVICENOW, 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 ESPP 2 + 3 + 4 + 14 Change Contribution Percentage 2 + 4 + 14 Discontinue Contributions 2 + 5 + 14SECTION 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 be effectiveduring such Purchase Period and such change can only be to decrease your contributionpercentage. An increase in your contribution percentage can only take effect with the nextOffering Period. Each change will become effective as soon as reasonably practicable after theform is received by the Company.SECTION 5:DISCONTINUECONTRIBUTIONS I hereby elect to stop my contributions under the ESPP, effective as soon as reasonably practicable afterthis form is received by the Company. Please -refund all contributions to me in cash, without interestOR - use my contributions to purchase shares on the next Purchase Date. I understand that Icannot resume participation until the start of the next Offering Period and must timely file anew enrollment form to do so.2Global Enrollment/Change FormSECTION 6:RESPONSIBILITY FORTAXESI acknowledge that, regardless of any action the Company or, if different, my employer (the “Employer”)takes with respect to any or all income tax, social insurance, payroll tax, fringe benefit, payment onaccount or other tax-related items related to my participation in the ESPP and legally applicable to me ordeemed by the Company or the Employer to be an appropriate charge to me even if technically due bythe Company or the Employer (“Tax-Related Items”), I hereby acknowledge and agree that the ultimateliability for all Tax-Related Items is, and remains, my responsibility and may exceed the amount actuallywithheld by the Company, the Employer and/or the trustee, if any. I further acknowledge and agree thatthe Company and/or the Employer (a) make no representations or undertakings regarding the treatmentof any Tax-Related Items in connection with any aspect of my participation in the ESPP, including, butnot limited to, the grant or exercise of the options, the subsequent sale of shares of Common Stockacquired under the ESPP and the receipt of any dividends; and (b) do not commit to and are under noobligation to structure the terms of the grant or any aspect of the options to reduce or eliminate myliability for Tax-Related Items or achieve any particular tax result. Further, if I have become subject totax in more than one jurisdiction, I acknowledge that the Company, the Employer (or former employer,as applicable) and/or any trustee may be required to withhold or account for Tax-Related Items in morethan one jurisdiction.Prior to the relevant taxable or taxable withholding event, as applicable, I agree to pay or make adequatearrangements satisfactory to the Company and/or the Employer, as applicable, to satisfy all Tax-RelatedItems. In this regard, I authorize the Company and/or the Employer, or their respective agents, which arequalified to deduct tax at source, to withhold all applicable Tax-Related Items by one or a combination ofthe following: (i) withholding from my wages or other cash compensation paid to me by the Companyand/or the Employer; (ii) withholding from the proceeds of the sale of shares of Common Stockpurchased under the ESPP either through a voluntary sale or through a mandatory sale arranged by theCompany (on my behalf pursuant to this authorization); (iii) withholding in shares of Common Stock tobe issued upon purchase; and/or (iv) requiring that I pay the Tax-Related Items to the Company or myemployer in the form of cash, check or wire transfer.The Company may withhold or account for Tax-Related Items by considering applicable minimumstatutory withholding amounts or other applicable withholding rates, including the maximum rate, inwhich case I may receive a refund of any over-withheld amount in cash and will have no entitlement tothe equivalent in shares of Common Stock. If the obligation for Tax-Related Items is satisfied bywithholding in shares of Common Stock, for tax purposes, I am deemed to have been issued the fullnumber of shares of Common Stock subject to the options, notwithstanding that a number of the sharesof Common Stock are held back solely for the purpose of paying the Tax-Related Items due as a result ofany aspect of my participation in the ESPPFinally, I shall pay to the Company or the Employer any amount of any Tax-Related Items that theCompany or the Employer may be required to withhold or account for as a result of my participation inthe ESPP or my purchase of shares of Common Stock that cannot be satisfied by the means previouslydescribed. The Company may refuse to allow me to purchase shares of Common Stock and/or refuse todeliver shares of Common Stock or proceeds of the sale of shares of Common Stock if I fail to complywith my obligations in connection with the payment of Tax-Related Items.SECTION 7: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 8: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 9: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.3Global Enrollment/Change FormSECTION 10: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 another country, the special terms and conditions for suchcountry will apply to me, to the extent the Company determines that the application of such terms andconditions is necessary or advisable for legal or administrative reasons. The Appendix constitutes part ofthis Enrollment/Change Form.SECTION 11: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 12: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 13: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 14:ACKNOWLEDGMENTAND SIGNATUREI acknowledge that I have received a copy of the ESPP and of the Prospectus (which summarizes themajor features of the ESPP). I have read the Prospectus and my signature below (or my acceptance ofthis Enrollment/Change Form on the Fidelity Brokerage Services LLC enrollment page) indicates that Ihereby agree to be bound by the terms of the ESPP and this Enrollment/Change Form.Signature: Date: 4Global Enrollment/Change FormAPPENDIXSERVICENOW, 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 outside the United States or amotherwise subject to the laws of a country other than the United States. Unless otherwise stated, these terms and conditions are inaddition to those set forth in the Enrollment/Change Form. Any capitalized term used in this Appendix without definition shall have themeaning 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, securities laws and other issues of whichI should be aware with respect to my participation in the ESPP. The information is based on the laws in effect in the respective countriesas of April 2018. Such laws are often complex and change frequently. As a result, I understand that the Company strongly recommendsthat I not rely on the information herein as the only source of information relating to the consequences of my participation in the ESPPbecause the information may be out of date at the time that I purchase shares of Common Stock or sell shares of Common Stockpurchased under the ESPP.In addition, the information contained herein is general in nature and may not apply to my particular situation and the Company is notin a position to assure me of any particular result. Accordingly, I should seek appropriate professional advice as to how the relevantlaws in my country may apply to my situation.Finally, I understand that if I am a citizen or resident of a country other than the one in which I am currently working and/or residing,transfer employment and/or residency after enrolling in the ESPP, or am considered a resident of another country for local lawpurposes, the information contained herein may not apply to me, and the Company shall, in its discretion, determine to what extent theterms and conditions contained herein shall apply.ALL PARTICIPANTS OUTSIDE THE U.S.1.Nature of Grant. By enrolling and participating in the ESPP, I acknowledge, understand and agree that:a.the ESPP is established voluntarily by the Company and it is discretionary in nature;b.the grant of the option is voluntary and does not create any contractual or other right to receive future options topurchase shares of Common Stock, or benefits in lieu of options, even if options have been granted in the past;c.all decisions with respect to future options or other grants, if any, will be at the sole discretion of the Company;d.the grant of the option and my participation in the ESPP shall not create a right to employment or be interpreted asforming or amending an employment or service contract with the Company, the Employer or any Subsidiary and shallnot interfere with the ability of the Company, the Employer or any Subsidiary to terminate my employment relationship(if any);e.I am voluntarily participating in the ESPP;6Global Enrollment/Change Form6582711-v49\GESDMSf.the ESPP and the shares of Common Stock purchased under the ESPP and the income and value of same, areextraordinary items that do not constitute compensation of any kind for services of any kind rendered to the Companyor Employer, and which is outside the scope of my employment or service contract, if any;g.the ESPP and the shares of Common Stock subject to the ESPP and the income and value of same are not intended toreplace any pension rights or compensation;h.the ESPP and the shares of Common Stock subject to the ESPP 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-service payments, bonuses, long-service awards, pension or retirement or welfare benefits or similar payments;i.the future value of the underlying shares of Common Stock is unknown, indeterminable and cannot be predicted withcertainty;j.the value of the shares of Common Stock purchased under the ESPP may increase or decrease in the future, even belowthe purchase price;k.in the event of termination of my employment (for any reason whatsoever, whether or not later found to be invalid or inbreach of employment laws in the jurisdiction where I am employed or the terms of my employment agreement, if any),except for certain leave of absences set forth in Section 12 of the ESPP, my right to participate in the ESPP will terminateeffective as of the date I cease to actively provide services and will not be extended by any notice period (e.g.,employment would not include any contractual notice or any period of “garden leave” or similar period mandated underemployment laws in the jurisdiction where I am employed or the terms of my employment agreement, if any); theCommittee shall have exclusive discretion to determine when I am no longer actively employed for purposes of myoption;l.unless otherwise provided in the ESPP or by the Company in its discretion, the option to purchase shares of CommonStock and the benefits evidenced by this Enrollment/Change Form do not create any entitlement to have the ESPP or anysuch benefits granted thereunder, transferred to, or assumed by, another company nor to be exchanged, cashed out orsubstituted for, in connection with any corporate transaction affecting the shares of the Company;m.unless otherwise agreed with the Company, the ESPP and any shares of Common Stock acquired thereunder, and theincome and value of same, are not granted as consideration for, or in connection with, the service I may provide as adirector of a Subsidiary;n.I acknowledge and agree that neither the Company, the Employer nor any Subsidiary, shall be liable for any foreignexchange rate fluctuation between my local currency and the U.S. dollar that may affect the value of the shares ofCommon Stock or any amounts due pursuant to the purchase of the shares or the subsequent sale of any shares ofCommon Stock purchased under the ESPP; ando.no claim or entitlement to compensation or damages shall arise when I withdraw from the ESPP due to my terminationof employment (for any reason whatsoever, whether or not later found to be invalid or in breach of employment laws inthe jurisdiction where I am employed or the terms of my employment agreement, if any) and in consideration of thegrant of the option and the issuance of shares of Common Stock under the ESPP, I agree not to institute any claimagainst the Company, its Subsidiaries or the Employer.7Global Enrollment/Change Form2.Data Privacy Information and Consent. The Company is located at 2225 Lawson Lane, Santa Clara, California 95054 U.S.A.and grants options to employees of the Company and its Subsidiaries and affiliates, at its sole discretion. If I would like toparticipate in the ESPP, I should review the following information about the Company’s data processing practices and declaremy consent.a.Data Collection and Usage. The Company collects, processes and uses personal data of employees, including name,home address, email address and telephone number, date of birth, social insurance, passport or other identificationnumber, salary, citizenship, job title, any shares of Common Stock or directorships held in the Company, and details ofall options canceled, vested, or outstanding in my favor, which the Company receives from me or the Employer. If theCompany offers me an option under the ESPP, then the Company will collect my personal data for purposes ofallocating shares of Common Stock and implementing, administering and managing the ESPP. The Company’s legalbasis for the processing of my personal data will be my consent.b.Stock Plan Administration Service Providers. The Company transfers employee data to Fidelity Brokerage ServicesLLC or its affiliates (“Fidelity”) an independent service provider based in the United States which assists the Companywith the implementation, administration and management of the ESPP. In the future, the Company may select adifferent service provider and share my data with another company that serves in a similar manner. The Company’sservice provider will open an account for me to receive and trade shares of Common Stock. I will be asked to agree onseparate terms and data processing practices with the service provider, which is a condition of my ability to participatein the ESPP.c.International Data Transfers. The Company and its service providers are based in the United States. If I am outsidethe United States, I should note that my country has enacted data privacy laws that are different from the United States.For example, the European Commission has issued a limited adequacy finding with respect to the United States thatapplies only to the extent companies register for the EU-U.S. Privacy Shield program, which is open to companiessubject to Federal Trade Commission jurisdiction and which the Company does participate in with respect to employeedata. The Company’s legal basis for the transfer of my personal data is my consent.d.Data Retention. The Company will use my personal data only as long as is necessary to implement, administer andmanage my participation in the ESPP or as required to comply with legal or regulatory obligations, including undertax and security laws. When the Company no longer needs my personal data, the Company will remove it from it fromits systems. The Company may keep data longer to satisfy legal or regulatory obligations, and the Company’s legalbasis would be compliance with the relevant laws or regulations.e.Data Subject Rights. I have a number of rights under data privacy laws in my country. Depending on where I ambased, my rights may include the right to (a) to request access or copies of personal data the Company’s processes, (b)rectification of incorrect data, (c) deletion of data, (d) restrictions on processing, (e) portability of data, (f) lodgecomplaints with competent authorities in my country, and/or (g) a list with the names and addresses of any potentialrecipients of my personal data. To receive clarification regarding my rights or to exercise my rights please contactStock Plan Administration.If I agree with the data processing practices as described in this notice, I should declare my consent by accepting thisEnrollment/Change Form on the Fidelity enrollment page.8Global Enrollment/Change Form3.Language. I acknowledge that I am proficient in the English language, or have consulted with an advisor who is sufficientlyproficient in English, so as to allow me to understand the terms and conditions of this Enrollment/Change Form. If I havereceived this Enrollment/Change Form or any other document related to the ESPP translated into a language other than Englishand if the meaning of the translated version is different than the English version, the English version will control.4.Insider Trading Restrictions / Market Abuse Laws. I acknowledge I may be subject to insider trading restrictions and/or marketabuse laws based on the exchange on which the shares of Common Stock are listed and in applicable jurisdictions, includingmy country and the designated broker’s country, which may affect my ability to accept, acquire, sell or otherwise dispose of theshares of Common Stock, rights to the shares of Common Stock (i.e., options) or rights linked to the value of the shares ofCommon Stock under the ESPP during such times as I am considered to have “inside information” regarding the Company (asdefined by the laws in the applicable jurisdictions). Local insider trading laws and regulations may prohibit the cancellation oramendment of orders I placed before I possessed inside information. Furthermore, I could be prohibited from (i) disclosing theinside information to any third party, which may include fellow employees and (ii) “tipping” third parties or causing themotherwise to buy or sell securities. Any restrictions under these laws or regulations are separate from and in addition to anyrestrictions that may be imposed under any applicable Company insider trading policy. I acknowledge that it is myresponsibility to comply with any applicable restrictions and I am encouraged to speak to my personal legal advisor for furtherdetails regarding any applicable insider-trading and/or market-abuse laws in my country.5.Foreign Asset/Account Reporting. I acknowledge that depending on my country of residence, I may be subject to certainforeign asset and/or account reporting requirements which may affect my ability to acquire or hold shares of Common Stockunder the ESPP in a brokerage or bank account outside of my country of residence. Further, I may be required to report suchamounts, assets or transactions to the tax or other authorities in my country. I also may be required to repatriate sale proceeds orother funds received as a result of my participation in the ESPP to my country through a designated bank or broker and/orwithin a certain time after receipt. In addition, I may be subject to tax payment and/or reporting obligations in connection withany income realized under the ESPP and/or from the sale of shares of Common Stock. I acknowledge I am responsible forensuring compliance with such regulations and should speak with a personal legal and tax advisors, as applicable, regarding thismatter.AUSTRALIASecurities Law Notification.I acknowledge and agree that my rights to participate in the ESPP and purchase shares of Common Stock are subject to the terms andconditions stated in the Offer Document distributed to me with the Enrollment/Change Form and other ESPP documents, and to therequirements of Class Order exemption 14/1000 of the Australian Securities and Investments Commission.Exchange Control Notification.I understand that if I am an Australian resident, exchange control reporting is required for cash transactions exceeding A$10,000 andinternational fund transfers. If an Australian bank is assisting with the transaction, the bank will file the report on my behalf. If there isno Australian bank involved in the transfer, I will be required to file the report.9Global Enrollment/Change FormAUSTRIAInterest Waiver.By enrolling in the ESPP and accepting the terms of the Enrollment/Change Form, I unambiguously consent to waive my right to anyinterest with respect to payroll deductions accumulated for me during an Offering Period.Exchange Control Notification.If I hold shares of Common Stock acquired under the ESPP outside of Austria, I may be required to submit a report to the AustrianNational Bank. An exemption applies if the value of the shares of Common Stock as of any given quarter does not meet or exceed€30,000,000 or as of December 31 does not meet or exceed €5,000,000. If the former threshold is exceeded, quarterly reportingobligations are imposed, whereas if the latter threshold is exceeded, annual reporting obligations are imposed. The deadline for filingthe quarterly report is the 15th of the month following the respective quarter. The deadline for filing the annual report is January 31 ofthe following year.I also understand that when I sell shares of Common Stock acquired under the ESPP, there may be exchange control obligations if thecash proceeds are held outside of Austria. If the transaction volume of all accounts abroad exceeds €10,000,000, the movements andbalances of all accounts must be reported monthly, as of the last day of the month, on or before the 15th day of the following month, onthe prescribed form (Meldungen SI-Forderungen und/oder SI-Verpflichtungen).BELGIUMForeign Asset/Account Reporting Notification.If I am a Belgian resident, I am required to report any bank or securities accounts, including an account in which shares of CommonStock are held, opened outside Belgium in my annual tax return. In a separate report certain details regarding such foreign accounts(including the account number, bank name and country in which such account was opened) must be provided to the Central ContactPoint of the National Bank of Belgium. The forms to complete this report, as well as additional information on how to complete theforms are available on the website of the National Bank of Belgium, www.nbb.be, under the Kredietcentrales / Centrales des créditscaption.Stock Exchange Tax Notification.A stock exchange tax applies to transactions executed by a Belgian resident through a non-Belgian financial intermediary, such as aU.S. broker. The stock exchange tax likely will apply when shares of Common Stock are purchased and when such shares are sold. Iunderstand I should consult with my tax or financial advisor for additional details on my obligations with respect to the stock exchangetax.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 Enrollment/Change Form 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 Ruling No. 3,691/13 of theCentral Bank, under the terms of the ESPP.10Global Enrollment/Change FormUpon 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 report and pay any and all Tax-Related Itemsassociated with participation in the ESPP, including the purchase and subsequent sale of shares of Common Stock acquired under theESPP.Labor Law Acknowledgment.By participating in the ESPP, I acknowledge that (i) I am making an investment decision, (ii) shares of Common Stock will be issued tome only if I continue to be an eligible employee through the Purchase Date, and (iii) the value of the underlying shares of CommonStock is not fixed and may increase or decrease without compensation to me.Foreign Asset/Account Reporting Notification.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. Foreign individuals holding Brazilian visasare considered Brazilian residents for purposes of this reporting requirement. It is my responsibility to comply with this reportingobligation and I should consult my personal advisor in this regard.Tax on Financial Transactions (IOF).Cross-border financial transactions related to the ESPP may be subject to the IOF (tax on financial transactions). I understand I shouldconsult with my personal tax advisor for additional details.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.11Global Enrollment/Change FormSecurities 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 Notification.I am required to report any foreign specified property on form T1135 (Foreign Income Verification Statement) if the total cost of myforeign specified property exceeds C$100,000 at any time in the year. Foreign specified property includes shares of Common Stockacquired under the ESPP and their cost generally is the adjusted cost base (“ACB”) of the Common Stock acquired under the ESPP. TheACB would ordinarily equal the fair market value of the shares at the time of acquisition, but if I own other shares of Common Stock(e.g., acquired under other circumstances or at another time), this ACB may be averaged with the ACB of the other shares of CommonStock. The form T1135 must be filed by April 30 of the following year. I am advised to consult with a personal advisor to ensure that Icomply with 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 Danish Stock Option Act, I understand that the termsset forth in the Employer Statement will apply to my participation in the ESPP.12Global Enrollment/Change FormExchange 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. I must sign the Declaration V and the bank/broker may sign the Declaration V. Bysigning the Declaration V, 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 safety-deposit account. In the event that the applicable broker or bank with which the safety-depositaccount 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, Iacknowledge that I am solely responsible for providing certain details regarding the foreign brokerage or bank account and any sharesof Common Stock acquired at purchase and held in such account to the Danish Tax Administration as part of my annual income taxreturn. By signing the Declaration V, I at the same time authorize the Danish Tax Administration to examine the account. A sample ofthe 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.Foreign Asset/Account Reporting Notification.I acknowledge and understand if I establish an account holding shares of Common Stock or cash outside of Denmark, I must report theaccount to the Danish Tax Administration. The form which should be used in this respect can be obtained from a local bank. Pleasenote that these obligations are separate from and in addition to the obligations described above.FINLANDThere are no country-specific provisions.FRANCEFRENCH TRANSLATIONS OF PROVISIONS CONCERNING AUTHORIZATION TO PARTICIPATE IN ESPP13Global Enrollment/Change FormParticipation 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, subjectto the 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)to which 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:14Global Enrollment/Change FormI 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.15Global Enrollment/Change FormConsentement 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 I must declare to the customs and excise authorities any cash or securities I import or export without theuse of a financial institution when the value of the cash or securities is equal to or exceeds €10,000. With respect to any foreign accountbalances exceeding €1,000,000, I must report any transactions carried out on those accounts to the Bank of France on a monthly basis.Foreign Asset/Account Reporting 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. Failure to comply could trigger significant penalties.16Global Enrollment/Change FormGERMANYExchange Control Notification.Cross-border payments in excess of €12,500 in connection with the sale of securities must be reported monthly to the German CentralBank (Bundesbank). In case of payments in connection with securities (including proceeds realized upon the sale of share of CommonStock), the report must be made electronically by the 5th day of the month following the month in which the payment was received.The form of the report (Allgemeine Meldeportal Statistik) can be accessed via the Bundesbank’s website (www.bundesbank.de) and isavailable in both German and English. I am responsible for obtaining the appropriate form from the bank and complying with theapplicable reporting obligations.HONG KONGRestriction on Sale of Shares of Common Stock.I understand that shares of Common Stock received at purchase are acquired as a personal investment. To facilitate compliance withsecurities laws in Hong Kong, I agree that I will not dispose of any shares of Common Stock acquired under the ESPP within six (6)months of the beginning of the relevant Offering Period under which such shares of Common Stock were acquired.Securities Law Notification.WARNING: The contents of the ESPP, the Enrollment/Change Form and this Appendix have not been reviewed by any regulatoryauthority in Hong Kong. I am advised to exercise caution in relation to the offer. If there is any doubt about any of the contents of theESPP, the Enrollment/Change Form, including this Appendix, or any other communication materials, I should obtain independentprofessional advice. The option to purchase shares of Common Stock and the shares of Common Stock to be issued under the ESPP donot constitute a public offer of securities and are available only for employees of the Company or any of its Participating Corporations.The ESPP, the Enrollment/Change Form, including this Appendix, and other incidental communication materials (i) have not beenprepared in accordance with and are not intended to constitute a “prospectus” for a public offering of securities under the applicablesecurities legislation in Hong Kong and (ii) are intended only for the personal use of each Participant and may not be distributed toany other person.Nature of Scheme.I acknowledge that the Company specifically intends that the ESPP will not be an occupational retirement scheme for purposes of theOccupational Retirement Schemes Ordinance (“ORSO”). Notwithstanding the foregoing, if the ESPP is deemed to constitute anoccupational retirement scheme for purposes of ORSO, the options shall be void.INDIA17Global Enrollment/Change FormExchange Control Notification.Due to exchange control restrictions in India, I understand that I am required to repatriate any cash dividends paid on shares ofCommon Stock acquired under the ESPP within such time as prescribed under applicable Indian exchange control laws, as may beamended from time to time. I understand I must obtain a foreign inward remittance certificate (“FIRC”) from the bank where I depositthe funds and must maintain the FIRC as evidence of the repatriation of funds in the event the Reserve Bank of India or the Employerrequests proof of repatriation. I understand that it is my responsibility to comply with exchange control laws in India.Foreign Asset/Account Reporting Notification.I understand if I am an Indian resident I am required to declare any foreign bank accounts and any foreign financial assets (includingshares of Common Stock acquired under the ESPP) in my annual tax returns. It is my responsibility to comply with this reportingobligation and I should consult my personal advisor in this regard.IRELANDThere are no country-specific provisions.ISRAELImmediate Sale Restriction.Notwithstanding anything to the contrary in the ESPP or Enrollment/Change Form, due to tax requirements in Israel, the Companyreserves the right to immediately sell shares of Common Stock acquired upon exercise of my options. If the Company forces the sale ofshares acquired upon exercise of my options, I agree that the Company is authorized to instruct its designated broker to assist with themandatory sale of the shares of Common Stock (on my behalf pursuant to this authorization) and I expressly authorize such broker tocomplete the sale of such shares. I acknowledge that the Company’s designated broker is under no obligation to arrange for the sale ofthe shares of Common Stock at any particular price. Upon the sale of the shares of Common Stock, the Company agrees to pay thecash proceeds from the sale, less any brokerage fees or commissions, to me provided any liability for Tax-Related Items resulting fromthe exercise of my options has been satisfied. Due to fluctuations in the share price and/or the U.S. dollar exchange rate between thepurchase date and (if later) the date on which the shares are sold, the sale proceeds may be more or less than the market value of theshares on the purchase date (which is the amount relevant to determining my tax liability). I understand and agree that the Company isnot responsible for the amount of any loss I may incur and that the Company assumes no liability for any fluctuations in the share priceand/or U.S. dollar exchange rate.ITALYESPP Document Acknowledgment.By enrolling and participating in the ESPP, I acknowledge that I have received a copy of the ESPP and the Enrollment/Change Formand have reviewed the ESPP and the Enrollment/Change Form in their entirety and fully understand and accept all provisions of theESPP and the Enrollment/Change Form. I further acknowledge that I have read and specifically and expressly approve the Sections ofthe Enrollment/Change Form addressing (i) Responsibility for Taxes (Section 6), (ii) Imposition of Other Requirements (Section 11),and (iii) Governing Law (Section 12) and the Nature of Grant (Section 1) and Data Privacy (Section 2) of this Appendix.18Global Enrollment/Change FormForeign Asset/Account Reporting Notification.Italian residents who, during any fiscal year, hold investments or financial assets outside of Italy (e.g., cash, shares of Common Stock)which may generate income taxable in Italy (or who are the beneficial owners of such an investment or asset even if not directlyholding the investment or asset), are required to report such investments or assets on the annual tax return for such fiscal year (onUNICO Form, RW Schedule, or on a special form if not required to file a tax return).Foreign Financial Asset Tax Notification.The value of any shares of Common Stock (and certain other foreign assets) an Italian resident holds outside Italy may be subject to aforeign financial assets tax. The taxable amount is equal to the fair market value of the shares of Common Stock on December 31 or onthe last day the shares of Common Stock were held (the tax is levied in proportion to the number of days the shares of Common Stockwere held over the calendar year). The value of financial assets held abroad must be reported in Form RM of the annual tax return. Ishould consult my personal tax advisor for additional information about the foreign financial assets tax.JAPANLimitation on Offering.If I reside and/or work in Japan, my participation in the ESPP may be limited as a result of applicable securities laws. Specifically, theaggregate value of shares of Common Stock to be offered for purchase by all ESPP participants residing and/or working in Japan willbe limited to less than an aggregate amount of ¥100,000,000 on an annual basis. It is also possible that certain other equity awards inJapan will count against this ¥100,000,000 threshold. If ESPP participants in the Japan elect to contribute more than this amount duringany year, contribution rates will be prorated to ensure that this threshold is not exceeded. If my participation is prorated, I understandthat I will receive a notice from the Company explaining the proration.Exchange Control Notification.I understand if I am a Japanese resident and I pay more than ¥30,000,000 for the purchase of shares of Common Stock in any onetransaction, I must file a Payment Report with the Ministry of Finance (through the Bank of Japan or the bank carrying out thetransaction). The precise reporting requirements vary depending on whether the relevant payment is made through a bank in Japan. If Iacquire shares of Common Stock whose value exceeds ¥100,000,000 in a single transaction, I must also file a Securities AcquisitionReport with the Ministry of Finance through the Bank of Japan within 20 days of acquiring the shares of Common Stock. The forms tomake these reports can be acquired at the Bank of Japan.A Payment Report is required independently of a Securities Acquisition Report. Consequently, if the total amount that I pay on a one-time basis to purchase shares exceeds ¥100,000,000, I must file both a Payment Report and a Securities Acquisition Report.Foreign Asset/Account Reporting Notification.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 Compensation.The following provisions supplement Section 1 of this Appendix.19Global Enrollment/Change FormModification.By participating in the ESPP, I understand and agree that any modification of the ESPP or the Enrollment/Change Form or itstermination shall not constitute 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 2225 Lawson Lane, Santa Clara, CA 95054, 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 ESPP, I acknowledge that I have received copies of the ESPP, 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.In addition, by accepting the Enrollment/Change Form, I further acknowledge that I have read and specifically and expressly approvedthe terms and conditions in Section 1 of this Appendix, in which the following is clearly described and established: (i) participation inthe ESPP does not constitute an acquired right; (ii) the ESPP and participation in the ESPP is offered by the Company on a whollydiscretionary basis; (iii) participation in the ESPP is voluntary; and (iv) the Company and any Subsidiary are not responsible for anydecrease in the value of the 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 1 del Apéndice:Modificación.Al participar en el ESPP, entiendo y acuerdo que cualquier modificación el ESPP 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.20Global Enrollment/Change FormReconozco que la Compañía, con oficinas registradas ubicadas en 2225 Lawson Lane, Santa Clara, CA 95054, 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 forma totalmente comercial, y tampocoestablece 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 1 del Apéndice, en la que lo siguiente está claramente descrito y establecido: (i) la participación en el ESPP no constituyeun derecho adquirido; (ii) el ESPP y la participación en el ESPP es ofrecida por la Compañía de forma enteramente discrecional; (iii)la participación 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.NEW ZEALANDSecurities Law Notification.Warning: This is an offer of options to purchase shares of Common Stock under the ESPP. Options to purchase shares of CommonStock under the ESPP give me the opportunity to acquire a stake in the ownership of the Company. I may receive a return if dividendsare paid on the shares of Common Stock.If the Company runs into financial difficulties and is wound up, I will be paid only after all creditors have been paid. I may lose some orall of my investment.New Zealand law normally requires people who offer financial products to give information to investors before they invest. Thisinformation is designed to help investors to make an informed decision.The usual rules do not apply to this offer because it is made under an employee share purchase scheme. As a result, I may not be givenall the information usually required. I will also have fewer other legal protections for this investment.I should ask questions, read all documents carefully, and seek independent financial advice before committing myself.For information on risk factors impacting the Company’s business that may affect the value of the shares of Common Stock, I shouldrefer to the risk factors discussion in the Company’s Annual Report on Form 10-K and Quarterly Reports on Form 10-Q, which are filedwith the U.S. Securities and Exchange Commission and are available online at www.sec.gov, as well as on the Company’s “InvestorRelations” website at http://www.servicenow.com/company/investor-relations.html.NETHERLANDSLabor Law Acknowledgment.By enrolling in the ESPP, I acknowledge that the options and shares of Common Stock purchased under the ESPP are intended as anincentive for me to remain employed with the Company or Employer and are not intended as remuneration for labor performed.21Global Enrollment/Change FormSecurities Law Notification.NORWAYThere are no country-specific provisions.SINGAPORERestriction on Sale of Shares of Common Stock.I understand, to the extent I sell, offer to sell or otherwise dispose of shares of Common Stock purchased under the ESPP within sixmonths of the beginning of the relevant Offering Period, I am permitted to dispose of such shares of Common Stock through thedesignated broker under the ESPP, if any, provided the resale of shares of Common Stock acquired under the ESPP takes place outsideof Singapore through the facilities of a stock exchange on which the shares of Common Stock are listed. The shares are currently listedon New York Stock Exchange.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 am not permitted to sell, or offer to sell any shares of Common Stock inSingapore unless such sale or offer is made (i) within six months from the date of offering or (ii) pursuant to exemptions under Part XIIIDivision (1) Subdivision (4) (other than section 280) of the SFA.Chief Executive Officer and Director Notification Obligation.I acknowledge that if I am the Chief Executive Officer (“CEO”) a director, associate director or shadow director of a SingaporeSubsidiary, I am subject to certain notification requirements under the Singapore Companies Act. Among these requirements is anobligation to notify the Singapore Subsidiary in writing when I receive an interest (e.g., an option or shares of Common Stock) in theCompany or any Subsidiary within two business days 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 CEO, director, associate director or shadow director.SPAINNature of Grant.The following provision supplements Section 1 of this Appendix:By completing the enrollment process and accepting the Enrollment/Change Form, I consent to participation in the ESPP andacknowledge that I have received a copy of the ESPP.22Global Enrollment/Change FormI understand that the Company has unilaterally, gratuitously and discretionally decided to offer participation in the ESPP to eligibleemployees of the Company or any Subsidiary. This decision is a limited decision that is entered into upon the express assumption andcondition that any grant will not bind the Company or any Subsidiary other than as expressly set forth in the Enrollment/Change Form.Consequently, I understand that the ESPP is offered on the assumption and condition that the ESPP and any shares of Common Stockissued upon exercise of this purchase right are not a part of any employment or service contract (either with the Company or any Parentor any Subsidiary) and shall not be considered a mandatory benefit, salary for any purpose (including severance compensation) or anyother right whatsoever.Further, I understand and agree that, unless otherwise expressly provided for by the Company or set forth in the ESPP or theEnrollment/Change Form, I will cease to be a Participant in the ESPP upon the termination of my status as an eligible employee for anyreason (including for the following reasons) and my contributions to the ESPP shall cease and the amounts returned to me, withoutinterest, as soon as administratively possible. Such reasons for termination include, but are not limited to resignation, retirement,disciplinary dismissal adjudged to be with cause, disciplinary dismissal adjudged or recognized to be 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, or under Article 10.3 of Royal Decree 1382/1985. The Company, in its sole discretion, shalldetermine the date when my status as an eligible employee has terminated for purposes of the right to purchase shares of CommonStock under the ESPP.In addition, I understand that this grant would not be made to me but for the assumptions and conditions referred to above; thus, Iacknowledge and freely accept that, should any or all of the assumptions be mistaken or should any of the conditions not be met forany reason, then any offer of the right to participate in the ESPP shall be null and void.Securities Law Notification.The offer of the option to purchase shares of Common Stock described in the Enrollment/Change Form does not qualify under Spanishregulations as a security. No “offer of securities to the public,” as defined under Spanish law, has taken place or will take place in theSpanish territory in connection with the offer of the ESPP. The Enrollment/Change Form (including this Appendix) has not been, norwill it be, registered with the Comisión Nacional del Mercado de Valores, and does not constitute a public offering prospectus.Foreign Asset/Account Reporting Notification.To the extent that I hold assets (e.g., shares of Common Stock, cash, etc.) in a bank or brokerage account outside of Spain with a valuein excess of €50,000 per type of asset as of December 31 each year, I am required to report information on such rights and assets onmy tax return for such year. Shares of Common Stock acquired under the ESPP constitute securities for purposes of this requirement,but unvested awards (e.g., the right to purchase shares of Common Stock under the ESPP) will not be considered an asset for purposesof this requirement. If applicable, I must report the assets on Form 720 by no later than March 31 following the end of the relevant year.After such assets are initially reported, the reporting obligation will only apply for subsequent years if the value of any previously-reported assets increases by more than €20,000. Failure to comply with this reporting requirement may result in penalties to me.Accordingly, Spanish residents should consult with personal tax and legal advisors to ensure proper compliance with their reportingobligations.Spanish residents are required to electronically declare to the Bank of Spain any securities accounts (including brokerage accounts heldabroad), as well as the securities held in such accounts (including shares of Common Stock), if the value of the transactions for all suchaccounts during the prior tax year or the balances in such accounts as of December 31 of the prior tax year exceeds €1,000,000.23Global Enrollment/Change FormExchange Control Notification.Spanish residents who acquire shares of Common Stock under the ESPP must declare such acquisition to the Spanish DirecciónGeneral de Comercio e Inversiones (the “DGCI”), the Bureau for Commerce and Investments, which is a department of the Ministry ofEconomy and Competitiveness. Residents also must declare ownership of any shares of Common Stock by filing a Form D-6 with theDirectorate of Foreign Transactions each January while such shares of Common Stock are owned. In addition, the sale of shares ofCommon Stock must also be declared on Form D-6 filed with the DGCI in January, unless the sale proceeds exceed the applicablethreshold (currently €1,502,530), in which case, the filing is due within one month after the sale.SWEDENThere are no country-specific provisions.SWITZERLANDSecurities Law Notification.I understand and agree the offering of the ESPP is considered a private offering in Switzerland; therefore, it is not subject to registration.Neither this document nor any other materials relating to the ESPP (i) constitutes a prospectus as such term is understood pursuant toarticle 652a of the Swiss Code of Obligations, (ii) may be publicly distributed nor otherwise made publicly available in Switzerland, or(iii) have been or will be filed with, approved or supervised by any Swiss regulatory authority, including the Swiss Financial MarketSupervisory Authority (“FINMA”).UNITED KINGDOMResponsibility for Taxes.The following provisions supplement Section 6 of the Enrollment/Change Form:Without limitation to Section 6 of the Enrollment/Change Form, I agree that I am liable for all Tax-Related Items and hereby covenantto pay all such Tax-Related Items, as and when requested by the Company or, if different, the Employer or by Her Majesty’s Revenue& Customs (“HRMC”) (or any other tax authority or any other relevant authority). I also agree to indemnify and keep indemnified theCompany and, if different, the Employer against any Tax-Related Items that they are required to pay or withhold or have paid or willpay to HMRC (or any other tax authority or any other relevant authority) on my behalf.Notwithstanding the foregoing, if I am a director or executive officer of the Company (within the meaning of Section 13(k) of theExchange Act), I understand that I may not be able to indemnify the Company for the amount of any income tax not collected from orpaid by me within ninety (90) days of the end of the U.K. tax year in which the event giving rise to the Tax-Related Items occurs as itmay be considered to be a loan and therefore, it may constitute a benefit to me on which additional income tax and National Insurancecontributions (“NICs”) may be payable. I understand that I will be responsible for reporting and paying any income tax due on thisadditional benefit directly to HMRC under the self-assessment regime and for paying to the Company and/or the Employer (asappropriate) the amount of any NICs (including Employer NICs, as defined below) due on this additional benefit, which may also berecovered from me by any of the means referred to in Section 6 of the Enrollment/Change Form.If I fail to comply with my obligations in connection with the income tax as described in this section, the Company may refuse todeliver the shares of Common Stock subject to the ESPP.24Global Enrollment/Change FormNational 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.25Global Enrollment/Change FormSPECIAL 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 thefollowing information regarding participation in the ServiceNow, Inc. 2012 Employee Stock Purchase Plan (the “ESPP”) in a separatewritten statement.This statement contains only the information mentioned in the Stock Option Act, while the other terms and conditions of your grant ofstock options to purchase shares of the common stock of ServiceNow, Inc. (the “Company”) are described in detail in the ESPP, theEnrollment/Change Form and the applicable 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)-monthoffering periods, the Company will grant you a right to purchase shares of stock in the Company that may be exercised on the lastday of each offering period.2.Terms or conditions for grant of a right to future purchase of stockThe ESPP 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 stock will automatically be purchased for you with your accumulated payroll deductions. If you are notemployed by the Company or one of its participating subsidiaries or affiliates on the last day of an offering period, Sections 4 and5 of the Stock Option Act will determine your rights (if the Stock Option Act applies and the terms of the Stock Option Act aremore favorable than the terms of the ESPP and the enrollment materials). If shares are purchased for you at the end of an offeringperiod, the number of shares purchased will depend on the purchase price, the amount of your accumulated payroll deductionsand the share purchase limits in the ESPP. You will be the immediate owner of the common stock purchased with youraccumulated payroll deductions and, subject to the limitations in the ESPP, you may sell your shares of common stock purchasedunder the ESPP at any time, 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 firstmarket day of the offering period or on the date the stock purchase right is exercised, i.e., the last market day of the offeringperiod.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 StockOption Act unless the terms contained in the ESPP, the Agreement and the applicable country-specific supplement are morefavorable to you than Sections 4 and 5 of the Stock Option Act. If the terms contained in the ESPP, the Agreement and theapplicable country-specific supplement are more favorable to you, then such terms will govern the treatment of your stock optionupon termination of employment.26Global Enrollment/Change Form6582711-v49\GESDMS6.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 immediatefinancial consequences for you. The value of the purchase rights and the value of the shares purchased for you under the ESPPare not taken into account when calculating holiday allowances, pension contributions or other statutory consideration calculatedon the basis of salary.Shares of stock are financial instruments and investing in stocks will always have financial risk. The possibility of profit atthe time you sell your shares will not only be dependent on the Company’s financial development, but inter alia also on thegeneral development on the stock market. In addition, after you purchase shares, the shares could decrease in value even belowthe purchase price.SERVICENOW, INC.2225 Lawson LaneSanta Clara, CA 95054U.S.A.27Global Enrollment/Change FormSÆRLIG 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 ensærskilt skriftlig erklæring at modtage følgende oplysninger om deltagelse i ServiceNow, Inc.’s medarbejderaktieordning - 2012Employee Stock Purchase Plan (“ESPP-planen”).Denne erklæring indeholder kun de oplysninger, der er nævnt i Aktieoptionsloven, mens de øvrige vilkår og betingelser for din tildelingaf aktieoptioner til køb af ordinære aktier i ServiceNow, Inc. (“Selskabet”) er nærmere beskrevet i ESPP-planen, Tilmeldings-/Ændringsblanketten (Enrollment/Change Form) og det 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 afsuccessive tilbudsperioder på seks (6) måneder tildele dig retten til at købe aktier i Selskabet, som kan udøves på den sidste dag ihver 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 densidste dag i en tilbudsperiode, vil der automatisk blive købt ordinære aktier til dig for det akkumulerede beløb, der er fratrukketdine nettolønudbetalinger. Hvis du ikke er ansat i Selskabet eller i et af de deltagende datterselskaber eller en af de deltagendetilknyttede virksomheder på den sidste dag i en tilbudsperiode, vil Aktieoptionslovens §§ 4 og 5 være gældende for dinerettigheder (hvis Aktieoptionsloven finder anvendelse og lovens bestemmelser er mere fordelagtige for dig end vilkårene i ESPP-planen og materialet vedrørende din deltagelse i planen). Hvis der købes aktier til dig ved udløbet af en tilbudsperiode, vil antalletaf købte aktier afhænge af købskursen, størrelsen på det akkumulerede beløb, der er fratrukket dine nettolønudbetalinger, samt afde begrænsninger for aktiekøb, der er fastsat i ESPP-planen. Du vil blive indehaver af de ordinære aktier, der er købt for detakkumulerede beløb, der er fratrukket dine nettolønudbetalinger, og du kan, med de begrænsninger, der følger af ESPP-planen, tilenhver tid sælge de ordinære aktier, som du har købt i henhold til ESPP-planen, med forbehold for eventuelle begrænsninger iSelskabets regler om insiderhandel.4.KøbskursKøbskursen pr. aktie er den værdi, der er lavest af 85 % af kursværdien af Selskabets ordinære aktier på enten den førstehandelsdag i tilbudsperioden 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 i ESPP-planen, Aftalen og det gældende landespecifikke tillæg er mere fordelagtige for dig endAktieoptionslovens §§ 4 og 5. Hvis bestemmelserne i ESPP-planen, Aftalen og det gældende landespecifikke tillæg er merefordelagtige for dig, vil disse bestemmelser være gældende for, hvordan dine aktieoptioner behandles i forbindelse med dinfratræden.28Global Enrollment/Change Form6582711-v49\GESDMS6.Økonomiske aspekter ved at deltage i ESPP-planenBortset fra de fradrag i dine nettolønudbetalinger, som påbegynder, når du er blevet tilmeldt ESPP-planen, har deltagelseni ESPP-planen ingen umiddelbare økonomiske konsekvenser for dig. Værdien af købsretten og af de aktier, der købes til dig ihenhold til ESPP-planen, indgår ikke i beregningen af feriepenge, pensionsbidrag eller øvrige lovpligtige, vederlagsafhængigeydelser.Aktier er finansielle instrumenter, og investering i aktier vil altid være forbundet med en økonomisk risiko. Mulighedenfor at opnå en gevinst, når du sælger dine aktier, afhænger ikke alene af Selskabets økonomiske udvikling, men også af dengenerelle udvikling på aktiemarkedet. Derudover kan aktierne efter købet falde til en værdi, der måske endda ligger underkøbskursen.SERVICENOW, INC.2225 Lawson LaneSanta Clara, CA 95054U.S.A.29Global Enrollment/Change FormSERVICENOW, 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., 2225 Lawson Lane, Santa Clara, CA 95054, U.S.A. (the “Company”), which may grant options under theESPP 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/or(v)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).30Global Enrollment/Change Form6582711-v49\GESDMS2. The ElectionThe 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/or(ii)directly from the Employee by payment in cash or cleared funds; and/or(iii)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/or(iv)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/or(v)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; or31Global Enrollment/Change Form(iv)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 accepting enrolling in the ESPP where indicated on the Fidelity enrollment page, 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 Derk Lupinek Position VP, Legal – Corporate, Securities and M&A32Global Enrollment/Change FormSCHEDULE 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 33Global Enrollment/Change FormEXHIBIT 10.17November 13, 2018Russ Elmer Dear Russ:On behalf of ServiceNow, Inc. (the “Company”), this letter agreement (the “Agreement”) sets forth the terms and conditionsof your employment as General Counsel of the Company. This Agreement amends and restates the letter agreement between theCompany and you dated September 25, 2018 (the “Prior Offer Letter”) in its entirety.1.Position. Effective on your Start Date (as defined below), you will serve as the Company’s General Counsel reporting tothe Company’s Chief Executive Officer (the “CEO”). You will have all of the duties, responsibilities and authoritycommensurate with the position. Your employment with the Company will commence as soon as practicable on a date tobe determined by you and the CEO, which shall be no later than November 26, 2018 (such start date, your “Start Date”).Your office will be at the Company’s headquarters, currently located in Santa Clara, CA. You will be expected to devoteyour full working time and attention to the business of the Company.2.Term. Subject to the terms of this Agreement, this Agreement will remain in effect for a period commencing on the StartDate and continuing until termination of your employment as set forth herein (the “Employment Term”).3.Cash Compensation.a.Base Salary. Your initial annual base salary (the “Base Salary”) will be four hundred thousand Dollars($400,000.00), less required deductions and withholdings, payable in accordance with the Company’s normalpayroll practices. Thereafter, your annual base salary will be determined by the Leadership Development andCompensation Committee of the Company’s Board of Directors (the “Compensation Committee”). Your BaseSalary will be pro-rated for any partial years of employment during your Employment Term.b.Target Bonus. During the Employment Term, you will be eligible to participate in our executive corporate bonusprogram. Your initial annual bonus target will be seventy-five percent (75%) of your Base Salary which equalsthree hundred thousand Dollars ($300,000.00) for the applicable fiscal year (your “Target Bonus”). Whether youreceive the Target Bonus, and the amount of actual bonus amount awarded (your “Actual Bonus”) will bedetermined by the Compensation Committee in its sole discretion based in all cases upon the achievement of bothCompany and individual performance objectives as established by the Compensation Committee. To earn anyActual Bonus, you must be employed by the Company on the last day of the period to which such bonus relatesand at the time bonuses are paid, except as otherwise provided herein. Your bonus participation will be subject toall the terms, conditions and restrictions of the applicable Company bonus plan, as amended from time to time.Your Actual Bonus for fiscal year 2018 will be pro-rated based upon the number of days you are employedwithin each quarter during fiscal year 2018. The Actual Bonus shall be subject to required deductions andwithholdings.4.Relocation. The Company will provide you with a relocation package that is commensurate with your position as amember of the Company’s senior executive team. The Company’s head of Global Mobility will reach out to youseparately to address the details and terms of your relocation package.5.Benefits, Vacation & Expenses.a.You will be entitled to participate in all employee retirement, welfare, insurance, benefit and vacation programs ofthe Company as are in effect from time to time and in which other senior executives of the Company are eligibleto participate, on the same terms as such other senior executives, pursuant to the governing plan documents.b.The Company will, in accordance with applicable Company policies and guidelines, reimburse you for allreasonable and necessary expenses incurred by you in connection with your performance of services on behalf ofthe Company.6.Equity Awards. Subject to this Section 6 and subject to the approval of the Company’s Board of Directors (the “Board”)or the Compensation Committee, we will recommend that you be granted equity awards on the first regularly schedulednew hire grant date following your Start Date (the “Grant Date”) as follows: a.New-Hire RSU. The Company will grant you a restricted stock unit award to acquire such number of shares of theCompany’s common stock equal to two million five hundred thousand Dollars ($2,500,000.00) divided by theaverage daily closing price of the Company’s common stock on the New York Stock Exchange for the twenty(20) trading days ending on the third trading day immediately prior to the Grant Date, rounded up to the nearestwhole share (the “New- Hire RSU”) under the Company’s 2012 Equity Incentive Plan (the “Equity Plan”). TheNew-Hire RSU will vest as follows: 25% of the shares subject to the New-Hire RSU shall vest and settle onFebruary 7, 2020, and the remaining shares will vest and settle in equal quarterly installments thereafter over thenext twelve (12) quarters; provided that, subject to Section 8 below, vesting will be contingent on your continuedemployment with the Company on the applicable time-based vesting dates, and will be subject to the terms andconditions of the Equity Plan and the Company’s standard form of restricted stock unit award agreement asapproved by the Compensation Committee for use under the Equity Plan (the “Standard RSU Agreement”), andthis Agreement.b.Sign-On RSU. The Company will grant you a restricted stock unit award to acquire such number of shares of thethe Company’s common stock equal to one million Dollars ($1,000,000.00) divided by the average daily closingprice of the Company’s common stock on the New York Stock Exchange for the twenty (20) trading days endingon the third trading day immediately prior to the Grant Date, rounded up to the nearest whole share (the “Sign-OnRSU”) under the Equity Plan. The Sign-On RSU will vest as follows: one sixth (1/6) of the shares subject to theSign-On RSU shall vest and settle on May 7, 2019, and the remaining shares will vest and settle in equal quarterlyinstallments thereafter over the next five (5) quarters; provided that, subject to Section 8 below, vesting will becontingent on your continued employment with the Company on the applicable time-based vesting dates, and willbe subject to the terms and conditions of the Equity Plan, the Standard RSU Agreement and this Agreement.c.Future Equity. You may be eligible for future equity grants as determined by and pursuant to the termsestablished by the Compensation Committee.7.Definitions. As used in this Agreement, the following terms have the following meanings.a.Cause. For purposes of this Agreement, “Cause” for the Company to terminate your employment hereundershall mean the occurrence of any of the following events, as determined by the Company in its sole and absolutediscretion:i.your conviction of, or plea of nolo contendere to, any felony or any crime involving fraud, dishonesty ormoral turpitude;ii.your commission of or participation in a fraud or act of dishonesty against the Company that results in (orwould reasonably be expected to result in) material harm to the business of the Company; iii.your intentional, material violation of any contract or agreement between you and the Company or anystatutory duty you owe to the Company or the improper disclosure of confidential information (as definedin the Company’s standard confidentiality agreement);iv.your conduct that constitutes gross insubordination, incompetence or habitual neglect of duties and thatresults in (or would reasonably be expected to result in) material harm to the business of the Company;v.your material failure to perform the duties of your position as General Counsel;vi.your material failure to follow the Company’s material policies; orvii.your failure to cooperate with the Company in any investigation or formal proceeding;provided, however, that the action or conduct described in clauses (iii), (iv), (v), (vi) and (vii) above willconstitute “Cause” only if such action or conduct continues after the Company has provided you withwritten notice thereof and thirty (30) days to cure the same if such action or conduct is curable.b.Change in Control. For purposes of this Agreement, “Change in Control” means the occurrence, in a singletransaction or in a series of related transactions, of any one or more of the following events (excluding in any casetransactions in which the Company or its successors issues securities to investors primarily for capital raisingpurposes):i.the acquisition by a third party of securities of the Company representing fifty percent (50%) or more ofthe combined voting power of the Company’s then outstanding securities other than by virtue of a merger,consolidation or similar transaction;ii.a merger, consolidation or similar transaction following which the stockholders of the Companyimmediately prior thereto do not own at least fifty percent (50%) of the combined outstanding votingpower of the surviving entity (or that entity’s parent) in such merger, consolidation or similar transaction; iii.the dissolution or liquidation of the Company; oriv.the sale, lease, exclusive license or other disposition of all or substantially all of the assets of theCompany.Notwithstanding any of the foregoing, any transaction or transactions effected solely for purposes of changing theCompany’s domicile will not constitute a Change in Control pursuant to the foregoing definition. c.COBRA. For purposes of this Agreement, “COBRA” means the Consolidated Omnibus Budget Reconciliation Actof 1985, as amended.d.Code. For purposes of this Agreement, “Code” means the Internal Revenue Code of 1986, as amended.e.Disability. For purposes of this Agreement, “Disability” shall have that meaning set forth in Section 22(e)(3) ofthe Code.f.Good Reason. For purposes of this Agreement, “Good Reason” for you to terminate your employment hereundershall mean the occurrence of any of the following events without your consent:i.any material diminution in your authority, duties or responsibilities as in effect immediately prior to suchreduction or a material diminution in the authority, duties or responsibilities of the person or persons towhom you are required to report;ii.a material reduction by the Company in your annual Base Salary or Target Bonus, as initially set forthherein or as increased thereafter; provided, however, that Good Reason shall not be deemed to haveoccurred in the event of a reduction in your annual Base Salary or Target Bonus that is pursuant to asalary or bonus reduction program affecting substantially all of the employees of the Company orsubstantially all similarly situated executive employees and that does not adversely affect you to a greaterextent than other similarly situated employees;iii.a relocation of your business office to a location that would increase your one-way commute distance bymore than thirty-five (35) miles from the current location at which you performed your dutiesimmediately prior to the relocation, except for required travel by you on the Company’s business to anextent substantially consistent with your business travel obligations prior to the relocation; oriv.failure of a successor entity to assume this Agreement;provided, however, that, any such termination by you shall only be deemed for Good Reason pursuant tothis definition if: (1) you give the Company written notice of your intent to resign for Good Reason withinninety (90) days following the first occurrence of the condition(s) that you believe constitute(s) GoodReason, which notice shall describe such condition(s); (2) the Company fails to remedy such condition(s)within thirty (30) days following receipt of the written notice (the “Cure Period”); and (3) you voluntarilyresign your employment within one hundred twenty (120) days following the end of the Cure Period.8.Effect of Termination of Employment. a.Termination by the Company for Cause, Death or Disability or Resignation without Good Reason. In the eventyour employment is terminated by the Company for Cause, your employment terminates due to your death orDisability (which termination may be implemented by written notice by the Company if you have a Disability), oryou resign your employment other than for Good Reason, you will be paid only: (i) any earned but unpaid BaseSalary; (ii) except in the case of termination for Cause or resignation without Good Reason, the amount of anyActual Bonus earned and payable from a prior bonus period which remains unpaid by the Company as of the dateof the termination of employment determined in good faith in accordance with customary practice, to be paid atthe same time as bonuses are paid for that period to other eligible executives; (iii) other unpaid and then-vestedamounts, including any amount payable to you under the specific terms of any agreements, plans or awards,including insurance and health and benefit plans in which you participate, unless otherwise specifically providedin this Agreement; and (iv) reimbursement for all reasonable and necessary expenses incurred by you inconnection with your performance of services on behalf of the Company in accordance with applicable Companypolicies and guidelines, in each case as of the effective date of such termination of employment (the “AccruedCompensation”).b.Termination without Cause or Resignation for Good Reason, Absent a Change in Control. During the time periodfrom the Start Date through the third (3rd) anniversary of the Start Date, if the Company terminates youremployment without Cause or you resign your employment for Good Reason, in either case not in connectionwith a Change in Control (which is dealt with in Section 8(c) below), provided that (except with respect to theAccrued Compensation) you deliver to the Company a signed general release of claims in favor of the Companyon the Company’s standard form of release (the “Release”) and satisfy all conditions to make the Releaseeffective within sixty (60) days following your termination of employment, then, you shall be entitled to:i.the Accrued Compensation; andii.a lump sum payment equal to six (6) months of your then-current Base Salary, less required deductionsand withholdings;iii.a lump sum payment equal to fifty percent (50%) of your Actual Bonus for the then-current fiscal yearbased on: (x) actual achievement of Company performance objectives and (y) deemed 100%achievement of personal performance objectives, if any, less any quarterly payment previously paid, ifany, subject to required deductions and withholdings and paid when annual bonuses are otherwise paidto active employees, but no later than March 15 of the year following the year in which the termination ofemployment occurs; andiv.a payment of the COBRA premiums (or reimbursement to you of such premiums) for continued healthcoverage for you and your dependents for a period of six (6) months. c.Termination without Cause or Resignation for Good Reason, in Connection with a Change in Control. During thetime period from the Start Date through the third (3rd) anniversary of the Start Date, in the event a Change inControl occurs and if the Company terminates your employment without Cause or if you resign your employmentfor Good Reason, in either case within the period beginning three (3) months before, and ending twelve(12) months following, such Change in Control; and provided that (except with respect to the AccruedCompensation) you deliver to the Company the signed Release and satisfy all conditions to make the Releaseeffective within sixty (60) days following your termination of employment, then, (in lieu of any benefits pursuantto Section 8(b)), you shall be entitled to:i.the Accrued Compensation;ii.a lump sum payment equal to six (6) months of your then-current Base Salary, less required deductionsand withholdings;iii.a lump sum payment equal to fifty percent (50%) of your Target Bonus for the then-current fiscal yearless any quarterly payment previously paid, if any, subject to required deductions and withholdings;iv.a payment of the COBRA premiums (or reimbursement to you of such premiums) for continued healthcoverage for you and your dependents for a period of six (6) months; andv.immediate acceleration of one hundred percent (100%) of the number of then-unvested shares subject toequity grants, unless otherwise provided (and to the extent specified) by the terms of such grants.d.Miscellaneous. For the avoidance of doubt, the benefits payable pursuant to Sections 8(b) through (c) aremutually exclusive and not cumulative. All lump sum payments provided in this Section 8 shall be made no laterthan the 60th day following your termination of employment (unless explicitly provided otherwise above). Inaddition, Sections 8(b) and 8(c) and the benefits conferred therein shall expire and terminate on the third (3rd)anniversary of the Start Date. Notwithstanding anything to the contrary in this Agreement, (i) any reference hereinto a termination of your employment is intended to constitute a “separation from service” within the meaning ofSection 409A of the Code, and Section 1.409A-1(h) of the regulations promulgated thereunder, and shall be soconstrued, and (ii) no payment will be made or become due to you during any period that you continue in a rolewith the Company that does not constitute a separation from service, and will be paid once you experience a“separation from service” from the Company within the meaning of Section 409A of the Code. In addition,notwithstanding anything to the contrary in this Agreement, upon a termination of your employment, you agree toresign prior to the time you deliver the Release from all positions you may hold with the Company and any of itssubsidiaries or affiliated entities at such time, and no payment will be made or become due to you until you resignfrom all such positions, unless requested otherwise by the Board. 9.Parachute Payments. In the event that the severance and other benefits provided for in this Agreement or otherwisepayable to you (i) constitute “parachute payments” within the meaning of Section 280G of the Code and (ii) but for thisSection, would be subject to the excise tax imposed by Section 4999 of the Code, then, at your discretion, your severanceand other benefits under this Agreement shall be payable either (i) in full, or (ii) as to such lesser amount which wouldresult in no portion of such severance and other benefits being subject to the excise tax under Section 4999 of the Code,whichever of the foregoing amounts, taking into account the applicable federal, state and local income taxes and theexcise tax imposed by Section 4999, results in the receipt by you on an after-tax basis, of the greatest amount ofseverance benefits under this Agreement, notwithstanding that all or some portion of such severance benefits may betaxable under Section 4999 of the Code. Any reduction shall be made in the following manner: first a pro-rata reductionof (i) cash payments subject to Section 409A of the Code as deferred compensation and (ii) cash payments not subject toSection 409A of the Code, and second a pro rata cancellation of (i) equity-based compensation subject to Section 409Aof the Code as deferred compensation and (ii) equity-based compensation not subject to Section 409A of the Code, withequity all being reduced in reverse order of vesting and equity not subject to treatment under Treasury regulation 1.280G-Q & A 24(c) being reduced before equity that is so subject. Unless the Company and you otherwise agree in writing, anydetermination required under this Section shall be made in writing by the Company’s independent public accountants (the“Accountants”), whose determination shall be conclusive and binding upon you and the Company for all purposes. Forpurposes of making the calculations required by this Section, the Accountants may make reasonable assumptions andapproximations concerning applicable taxes and may rely on reasonable, good faith interpretations concerning theapplication of Sections 280G and 4999 of the Code. The Company and you shall furnish to the Accountants suchinformation and documents as the Accountants may reasonably request in order to make a determination under thisSection. The Accountants shall deliver to the Company and you sufficient documentation for you to rely on it for purposeof filing your tax returns. The Company shall bear all costs the Accountants may reasonably incur in connection with anycalculations contemplated by this Section.10.Section 409A. To the extent (i) any payments to which you become entitled under this Agreement, or any agreement orplan referenced herein, in connection with your termination of employment with the Company constitute deferredcompensation subject to Section 409A of the Code and (ii) you are deemed at the time of such termination ofemployment to be a “specified” employee under Section 409A of the Code, then such payment or payments shall not bemade or commence until the earlier of (i) the expiration of the six (6)-month period measured from the date of your“separation from service” (as such term is at the time defined in regulations under Section 409A of the Code) with theCompany; or (ii) the date of your death following such separation from service; provided, however, that such deferralshall only be effected to the extent required to avoid adverse tax treatment to you, including (without limitation) theadditional twenty percent (20%) tax for which you would otherwise be liable under Section 409A(a)(1)(B) of the Code inthe absence of such deferral. Upon the expiration of the applicable deferral period, any payments which would haveotherwise been made during that period (whether in a single sum or in installments) in the absence of this paragraph shallbe paid to you or your beneficiary in one lump sum (without interest). Except as otherwise expressly provided herein, to the extent any expense reimbursement or the provision of any in-kindbenefit under this Agreement (or otherwise referenced herein) is determined to be subject to (and not exempt from)Section 409A of the Code, the amount of any such expenses eligible for reimbursement, or the provision of any in-kindbenefit, in one calendar year shall not affect the expenses eligible for reimbursement or in kind benefits to be provided inany other calendar year, in no event shall any expenses be reimbursed after the last day of the calendar year following thecalendar year in which you incurred such expenses, and in no event shall any right to reimbursement or the provision ofany in-kind benefit be subject to liquidation or exchange for another benefit.To the extent that any provision of this Agreement is ambiguous as to its exemption or compliance with Section 409A,the provision will be read in such a manner so that all payments hereunder are exempt from Section 409A to themaximum permissible extent, and for any payments where such construction is not tenable, that those payments complywith Section 409A to the maximum permissible extent. To the extent any payment under this Agreement may beclassified as a “short-term deferral” within the meaning of Section 409A, such payment shall be deemed a short-termdeferral, even if it may also qualify for an exemption from Section 409A under another provision of Section 409A.Payments pursuant to this Agreement (or referenced in this Agreement), and each installment thereof, are intended toconstitute separate payments for purposes of Section 1.409A-2(b)(2) of the regulations under Section 409A.11.At Will Employment. Employment with the Company is for no specific period of time. Your employment with theCompany will be “at will,” meaning that either you or the Company may terminate your employment at any time, with orwithout cause, and with or without advance notice. Any contrary representations that may have been made to you aresuperseded by this Agreement. This is the full and complete agreement between you and the Company on this term.Although your compensation and benefits, as well as the Company’s personnel policies and procedures, may changefrom time to time, the “at will” nature of your employment may only be changed in an express written agreement signedby you and a duly authorized officer of the Company (other than you).12.Confidential Information and Other Company Policies. You will be bound by and comply fully with the Company’sstandard confidentiality agreement (a form of which was been provided to you), insider trading policy, code of conduct,and any other policies and programs adopted by the Company regulating the behavior of its employees, as such policiesand programs may be amended from time to time to the extent the same are not inconsistent with this Agreement, unlessyou consent to the same at the time of such amendment.13.Company Records and Confidential Information.a.Records. All records, files, documents and the like, or abstracts, summaries or copies thereof, relating to thebusiness of the Company or the business of any subsidiary or affiliated companies, which the Company or youprepare or use or come into contact with, will remain the sole property of the Company or the affiliated orsubsidiary company, as the case may be, and will be promptly returned upon termination of employment. b.Confidentiality. You acknowledge that you have acquired and will acquire knowledge regarding confidential,proprietary and/or trade secret information in the course of performing your responsibilities for the Company, andyou further acknowledge that such knowledge and information is the sole and exclusive property of theCompany. You recognize that disclosure of such knowledge and information, or use of such knowledge andinformation, to or by a competitor could cause serious and irreparable harm to the Company.14.Indemnification. You and the Company will enter into the form of indemnification agreement provided to other similarlysituated officers of the Company.15.Arbitration. You and the Company agree to submit to mandatory binding arbitration, in Santa Clara County, California,before a single neutral arbitrator, any and all claims arising out of or related to this Agreement and your employment withthe Company and the termination thereof, except that each party may, at its or his option, seek injunctive relief in courtprior to such arbitration proceeding pursuant to applicable law. YOU AND THE COMPANY HEREBY WAIVE ANYRIGHTS TO TRIAL BY JURY IN REGARD TO SUCH CLAIMS. This agreement to arbitrate does not restrict your rightto file administrative claims you may bring before any government agency where, as a matter of law, the parties may notrestrict your ability to file such claims (including, but not limited to, the National Labor Relations Board, the EqualEmployment Opportunity Commission and the Department of Labor). However, you and the Company agree that, to thefullest extent permitted by law, arbitration shall be the exclusive remedy for the subject matter of such administrativeclaims. The arbitration shall be conducted through the American Arbitration Association (the “AAA”). The arbitrator shallissue a written decision that contains the essential findings and conclusions on which the decision is based. Thearbitration will be conducted in accordance with the AAA employment arbitration rules then in effect. The AAA rulesmay be found and reviewed at http://www.adr.org. If you are unable to access these rules, please let me know and I willprovide you with a hardcopy. The parties acknowledge that they are hereby waiving any rights to trial by jury in anyaction, proceeding or counterclaim brought by either of the parties against the other in connection with any matterwhatsoever arising out of or in any way connected with this Agreement.16.Compensation Recoupment. All amounts payable to you hereunder shall be subject to recoupment pursuant to theCompany’s current compensation recoupment policy, and any additional compensation recoupment policy oramendments to the current policy adopted by the Board from time to time hereafter, as allowed by applicable law.17.Miscellaneous.a.Employment Eligibility Verification. For purposes of federal immigration law, you will be required to provide tothe Company documentary evidence of your identity and eligibility for employment in the United States. Suchdocumentation must be provided to us within three (3) business days of your Start Date, or our employmentrelationship with you may be terminated. b.Background Check. This offer is contingent upon successful completion of a criminal background check and astandard pre-employment drug test. The Company reserves the right to withdraw its job offer based oninformation discovered during the pre-employment screening process. Until you have been informed in writingby the Company that such checks have been completed and the results satisfactory, you should defer reliance onthis offer.c.At-Will Employment, Confidential Information and invention Assignment Agreement and Arbitration Agreement.This offer is also contingent on you signing the Company’s At-Will Employment, Confidential Information andInvention Assignment Agreement and Arbitration Agreement.d.Absence of Conflicts; Competition with Prior Employer. You represent that your performance of your dutiesunder this Agreement will not breach any other agreement as to which you are a party. You agree that you havedisclosed to the Company all of your existing employment and/or business relationships, including, but notlimited to, any consulting or advising relationships, outside directorships, investments in privately heldcompanies, and any other relationships that may create a conflict of interest. You are not to bring with you to theCompany, or use or disclose to any person associated with the Company, any confidential or proprietaryinformation belonging to any former employer or other person or entity with respect to which you owe anobligation of confidentiality under any agreement or otherwise. The Company does not need and will not usesuch information and we will assist you in any way possible to preserve and protect the confidentiality ofproprietary information belonging to third parties. Also, we expect you to abide by any obligations to refrain fromsoliciting any person employed by or otherwise associated with any former employer and suggest that you refrainfrom having any contact with such persons until such time as any non-solicitation obligation expires.e.Successors. This Agreement is binding on and may be enforced by the Company and its successors and permittedassigns and is binding on and may be enforced by you and your heirs and legal representatives. Any successor tothe Company or substantially all of its business (whether by purchase, merger, consolidation or otherwise) will inadvance assume in writing and be bound by all of the Company’s obligations under this Agreement and shall bethe only permitted assignee.f.Notices. Notices under this Agreement must be in writing and will be deemed to have been given whenpersonally delivered or two days after mailed by U.S. registered or certified mail, return receipt requested andpostage prepaid. Mailed notices to you will be addressed to you at the home address which you have mostrecently communicated to the Company in writing. Notices to the Company will be addressed to the CEO at theCompany’s corporate headquarters.g.Waiver. No provision of this Agreement will be modified or waived except in writing signed by you and anofficer of the Company duly authorized by its Board. No waiver by either party of any breach of this Agreementby the other party will be considered a waiver of any other breach of this Agreement. h.Severability. In the event that any provision hereof becomes or is declared by a court of competent jurisdiction tobe illegal, unenforceable or void, this Agreement shall continue in full force and effect without said provision.i.Withholding. All sums payable to you hereunder shall be reduced by all federal, state, local and other withholdingand similar taxes and payments required by applicable law.j.Entire Agreement. This Agreement represents the entire agreement between the parties concerning the subjectmatter herein and supersedes all prior agreements and understandings between you and the Company, including,without limitation, the Prior Offer Letter. It may be amended, or any of its provisions waived, only by a writtendocument executed by both parties in the case of an amendment, or by the party against whom the waiver isasserted.k.Governing Law. This Agreement will be governed by the laws of the State of California without reference toconflict of laws provisions.l.Survival. The provisions of this Agreement shall survive the termination of your employment for any reason tothe extent necessary to enable the parties to enforce their respective rights under this Agreement.[SIGNATURE PAGE TO AGREEMENT FOLLOWS] Please sign and date this Agreement, and return it to me if you wish to accept employment at the Company under the terms describedabove.Best regards,/s/ Pat Wadors Pat WadorsChief Talent OfficerServiceNow, Inc.I, the undersigned, hereby accept and agree to the terms and conditions of my employment with the Company as set forth in thisAgreement.Accepted and agreed to this November 13, 2018: By: /s/ Russ Elmer Russ Elmer[SIGNATURE PAGE TO AGREEMENT]EXHIBIT 21.1SUBSIDIARIES Name of Subsidiary Jurisdiction of Incorporation or Organization ServiceNow Australia Pty Ltd AustraliaServiceNow GmbH AustriaServiceNow Belgium BVBA BelgiumSN Europe C.V. BermudaServiceNow Brasil Gerenciamento de Servicos Ltda BrazilServiceNow Canada Inc. CanadaITapp Inc. DelawareServiceNow 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 IndiaITapp Software Private Limited IndiaServiceNow Ireland Limited IrelandServiceNow Israel A.B 2012 Ltd IsraelSkyGiraffe Ltd IsraelServiceNow Italy S.R.L. ItalyServiceNow Japan K.K. JapanServiceNow Operations Mexico S DE RL DE CV MexicoServiceNow Nederland B.V. NetherlandsServiceNow Norway AS NorwayServiceNow Poland Sp. Z o.o. PolandServiceNow Portugal, Unipessoal LDA PortugalServiceNow Pte. Ltd. SingaporeServiceNow South Africa (Pty) Ltd South AfricaServiceNow Spain SL SpainServiceNow Sweden AB SwedenServiceNow Switzerland GmbH SwitzerlandServiceNow Turkey Bilisim Sanayi Ve Ticaret Limited Sirketi TurkeyServiceNow UK Ltd United KingdomEXHIBIT 23.1CONSENT OF INDEPENDENT REGISTERED PUBLIC ACCOUNTING FIRMWe hereby consent to the incorporation by reference in the Registration Statements on Form S-8 (No. 333-182445, 333-188462, 333-194210, 333-202331,333-209785, 333-216330 and 333-223331) and Form S-3 (No. 333-224670) of ServiceNow, Inc. of our report dated February 27, 2019 relating to thefinancial statements and the effectiveness of internal control over financial reporting, which appear in this Form 10-K./s/ PricewaterhouseCoopers LLPSan Jose, CaliforniaFebruary 27, 2019EXHIBIT 31.1CERTIFICATION OF PERIODIC REPORT UNDER SECTION 302 OFTHE SARBANES-OXLEY ACT OF 2002I, John J. Donahoe, 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, 2019 /s/ John J. Donahoe John J. DonahoePresident and Chief 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, 2019 /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, John J. Donahoe, 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, 2018 (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, 2019 /s/ John J. Donahoe John J. DonahoePresident and Chief 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, 2018 (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, 2019 /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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