How To Schedule An Upgrade Of A ServiceNow Instance

What Is A Software Upgrade? ServiceNow software upgrades can actually be a lot of fun, if done properly. If you have a healthy instance, you look forward to upgrades so you can get new software …

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What Is A Software Upgrade?

ServiceNow software upgrades can actually be a lot of fun, if done properly.

If you have a healthy instance, you look forward to upgrades so you can get new software features.

But if you’ve got a deeply customized instance, software upgrades can be a nightmare.

But what even is a ServiceNow software upgrade?

A ServiceNow software upgrade is the process of updating a ServiceNow instance to the latest version, which typically involves the installation of new software features and bug fixes.

The upgrade process involves backing up data, testing the new version, and updating the system in a controlled manner to ensure that the platform continues to operate smoothly after the upgrade.

The purpose of a ServiceNow software upgrade is to enhance the performance, stability, and functionality of the platform, while addressing any issues that have been identified in the previous version.

You’re always supposed to upgrade DEV/TEST instance first, engage in rounds of testing by stakeholders.

Then you should create an update set in development, fix anything that broke.

That way, you can apply the patch of fixes to production, as soon as you upgrade prod.

ServiceNow releases about 2 Major Software family upgrades, per year.

And all of the upgrades are sequentially named, naming a geographical location. This started with Aspen, Berlin, Calgary, Dublin, etc.

We’re now making our way from Tokyo, to Utah!

Go To

ServiceNow Support’s customer service system is a platform provided by ServiceNow to manage customer support requests and incidents.

If you’re a ServiceNow customer, you’ll be familiar with the above website and you’ll have access to it.

You can no longer perform the upgrade, directly in the ServiceNow Instance.

You have to go to and request the upgrade.

You specifically have to go to the Automation Store, and find the Upgrade request and fill it out as requested. Then submit it.

The actual upgrade at this point is all automated once it’s been scheduled.

Once the request is submitted, ServiceNow Support or the account team will review the request and work with the customer to plan and schedule the upgrade. The upgrade process may involve steps such as data backup, testing, and the actual upgrade itself, which may need to be performed outside of normal business hours to minimize disruption to the customer’s operations.

It is important for customers to work closely with ServiceNow Support or their account team to ensure a smooth and successful upgrade process, and to address any questions or concerns that may arise during the upgrade.

The system may also include features such as a knowledge base, self-service portals, and collaboration tools to allow support teams to work together and provide timely and effective resolution of customer issues.

The goal of ServiceNow Support’s customer service system is to improve the customer experience and provide a comprehensive and efficient support process.

Let Stakeholders And IT Know With A Notification

When you’re scheduling an upgrade, you should probably let people that will be using the system know that it’s coming.

When preparing for a ServiceNow software upgrade, it is important to communicate the upgrade process to all relevant stakeholders in your organization. A well-written email can help ensure that everyone is informed and prepared for the upgrade.

A typical email for a ServiceNow software upgrade could include the following information:

  1. Purpose of the email: Explain the reason for the email and the purpose of the software upgrade.
  2. Upgrade timeline: Provide a timeline for the upgrade process, including the date and time of the upgrade, and the estimated duration.
  3. Impact on users: Describe the impact of the upgrade on users and the system, including any downtime or changes to functionality.
  4. Preparation: Provide instructions on what users should do to prepare for the upgrade, such as saving any unsaved work or logging out of the system.
  5. Support: Offer information on how users can get support during and after the upgrade, such as contact information for the support team.
  6. Next steps: Provide information on what users can expect after the upgrade, such as changes to the system and new features.

Here is an example of a sample email:

Subject: Preparation for ServiceNow Software Upgrade

Dear [recipient],

We are writing to inform you of an upcoming ServiceNow software upgrade that will take place on [date and time]. The purpose of this upgrade is to improve the performance and functionality of our ServiceNow platform.

The upgrade process is expected to take approximately [duration]. During this time, the ServiceNow system will be unavailable, and users will not be able to access the platform.

To ensure a smooth upgrade process, we ask that you save any unsaved work and log out of the system before the start of the upgrade. Our support team will be available to assist you during and after the upgrade if you have any questions or concerns.

After the upgrade, you will notice new features and improvements to the system, including [list of new features]. We are confident that this upgrade will provide a better user experience and enhance the overall performance of our ServiceNow platform.

Thank you for your cooperation and understanding. If you have any questions, please don’t hesitate to contact our support team at [contact information].

Best regards, [Your Name] [Your Title] [Your Organization]

The above is a formal example.

Take it and make it yours.

Track Upgrades Using The Upgrade Monitor

How are you supposed to know when the upgrade is done, what records the upgrade updated/skipped and the general health of the ServiceNow upgrade?

That’s where the “Upgrade Monitor” comes into play.

Just type in Upgrade Monitor in the application navigator, and if you’re an admin, you’ll see the monitor.

The ServiceNow Upgrade Monitor is a tool provided by ServiceNow to help customers track the progress and status of their software upgrades. The Upgrade Monitor provides real-time information on the upgrade process, including the status of each upgrade step, the progress of data migration, and any errors or issues that may arise during the upgrade.

The Upgrade Monitor is designed to be a comprehensive and user-friendly tool, allowing customers to quickly understand the progress of their upgrade and take any necessary actions to resolve any issues that may arise. Additionally, the Upgrade Monitor provides customers with a complete history of their upgrades, allowing them to easily track and understand the impact of previous upgrades on their ServiceNow instance.

By using the ServiceNow Upgrade Monitor, customers can ensure that their upgrades are executed smoothly and efficiently, helping to minimize downtime and improve the overall performance and functionality of their ServiceNow platform.

We hope you’ve learned a thing or two about ServiceNow upgrades.

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