QUICK REFERENCE GUIDE: UPGRADES
Upgrading is the process of updating an instance to a newer release version. Upgrading applies enhancements to all features of the base system and
additionally activated features. It can be a months long process and requires careful preparation and implementation, along with complete testing.
Phases of the Upgrade
Phase 1 Phase 2 Phase 3 Phase 4 Phase 5 Phase 6 Phase 7
Read release Prepare for Verify Upgrade and Upgrade and Prepare Upgrade
notes for all development upgrade validate validate other production production
relevant instance configurations development non- instance instance
releases in upgrade and schedule instance production upgrade
upgrade and development instances (if
plan upgrade instance applicable)
upgrade in HI
Resources Keys to Success
Upgrade Planning Checklist Using the most recent version, search
Step-by-step checklist to help guide the for “Upgrade Planning Checklist” on Communicate clearly with stakeholders to gain buy-in and prepare
upgrade process [Link] them for possible downtime
Success Playbook: Upgrades Visit:
Provides keys to upgrade quicker and more [Link]
efficiently. Includes a stage outline for playbook/upgrade-servicenow- Seek out efficiencies that can be implemented using new features
success. and updates
[Link] and download playbook.
On [Link]
[Link]/lxp, search “Upgrade.”
Upgrade eLearning Always test the upgrade on a non-production instance first
Utilize the eLearning on Now Learning to Available offerings:
learn about important components of the
• Upgrade Skipped Records
upgrade process in order to ensure
efficiency. • Using Debug Upgrade Use the Automated Test Framework to help reduce testing time
• Automated Test Framework (ATF)
Fundamentals
Pre- and Post-Upgrade Tasks Using the most recent version, search Utilize the Upgrade Monitor to follow the progress of the
Use this guide to review tasks that should be for “Pre- and post-upgrade tasks” on upgrade and identify issues early
followed for various products. [Link]
Community: Upgrade Advantage
Community posts, training guides, and Search for “Upgrade Advantage” Review skipped records to identify and decide upon
videos to help answer questions and within the Forums section of customizations
provide solutions during the upgrade [Link]
process.
Contact the center in the closest Identify and pro-actively begin training on new features and/or updates
ServiceNow provides Technical Support
region:
24 hours a day, 7 days week, 365 days
[Link]
a year
[Link].
© 2020 ServiceNow, Inc. All Rights Reserved
QUICK REFERENCE GUIDE: UPGRADES
Upgrading at least once a year is recommended to maximize the investment, ensure new features, functionality, and security are being used, and to keep
current with support. Using learned good practices will help keep the upgrade process quick and efficient.
Success Playbook - Stages
Stage 2 - Follow the
Stage 1 - Use project Stage 3 - Review skipped Stage 4 - Create and Stage 5 - Streamline future
documented upgrade
management practices changes maintain your test plans upgrades
process
• Ensure you have the right • Review the release notes for • ServiceNow upgrades will • Create test plans during • Avoid customization to
resources at the right time all releases between your not overwrite changes you development so they stay reduce time and costs with
to deliver a higher degree current release and the have made. current. future upgrades.
of success. target release. • You do not have to • Use automated test tools • Use the published technical
• Communicate before, • Upgrade the instances remediate all skipped where applicable to greatly best practices to avoid
during, and after the farthest from production first. changes. reduce testing time. issues with upgrades,
upgrade to keep everyone • Consider using a sandbox • You should at least • Avoid moving updates performance, scalability,
in sync. instance to do a mock acknowledge all skipped between different instances and user experience.
upgrade to reduce risk. changes. on different releases. • Consider purchasing a
configuration review to be
audited against bad
practices to reduce
upgrade risks.
Tools for Success
• Find in System Diagnostics • Used to help identify and • Identify records that were • Utilize to test configuration
Automated Test Framework
> Upgrade Monitor resolve issues that may skipped during upgrade before and after upgrade
• Monitor the progress of an have resulted from the due to a conflict between • Reduces testing time by
upgrade upgrade customizations and replacing manual testing
• Upgrade Progress screen • Includes sections for: release changes • Create tests for common
displays on login by Skipped During Last • Review provides or customized
default during upgrade Upgrade, Customer opportunity to make processes/transactions
Upgrade Monitor
Skipped Records
Debug Upgrade
• Provides post-upgrade Customized, and decisions based on • Helps identify where an
reports ServiceNow Modified business needs issue occurs
During Last Upgrade • Able to filter records to
• Provides time estimates • Recommended use on
for upgrades • Used with Upgrade History those with a more critical non-production instances
and Upgrade Monitor priority level only
• Enable > process a
transaction > analyze
report
© 2020 ServiceNow, Inc. All Rights Reserved