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ServiceNow Upgrade Best Practices
Upgrading ServiceNow is essential for maintaining platform security, performance, and access to the latest features. However, upgrades can be complex if not approached strategically. To ensure a smooth and successful transition, it's important to follow well-defined ServiceNow upgrade best practices. This article outlines proven practices that help organizations reduce downtime, avoid data loss, and take full advantage of new platform enhancements.
1. Understand the Upgrade Cycle
ServiceNow releases two major upgrades each year—typically in Q1 and Q3. These upgrades include new features, performance improvements, and security patches. Staying on top of the upgrade cycle ensures your organization remains supported and compliant. Before starting an upgrade, understand the changes in the latest version and determine how they align with your business goals. ServiceNow Training
2. Review the Release Notes and Features
Before initiating an upgrade, always review the official ServiceNow release notes. These documents provide detailed insights into deprecated features, ...
... known issues, new capabilities, and configuration changes. Create a checklist of new features you want to adopt and note any plugins that may affect your workflows.
Tip: Pay attention to updated UI elements and performance improvements that can enhance user experience or streamline operations.
3. Back Up Everything
One of the most critical ServiceNow upgrade best practices is performing a full backup of your system. Back up your:
• Application data
• Custom scripts and configurations
• Third-party integrations
• Custom tables and workflows
This ensures that if anything goes wrong during the upgrade, you can roll back to a stable state without losing critical data.
4. Use the ServiceNow Upgrade Plan
ServiceNow provides an Upgrade Planning Tool that guides you through a structured upgrade process. This tool helps assess system readiness, list affected areas, and outline test plans. Create a comprehensive plan that includes: ServiceNow Online Training
• Key stakeholders
• Affected business processes
• Custom applications
• Timeline and rollback procedures
• Post-upgrade validation checklist
A documented plan ensures alignment across teams and reduces the chances of surprises mid-upgrade.
5. Clone Production to a Sub-Production Environment
Never upgrade your production instance directly. Instead, clone your production environment to a sub-production (sandbox or development) instance. Use this copy to:
• Test the upgrade
• Identify customizations that might break
• Run integration and regression tests
• Validate plugins and extensions
This approach allows you to simulate the upgrade process and fix issues before they reach your live environment.
6. Test Everything Thoroughly
Testing is the backbone of any successful upgrade. Prioritize the following types of tests:
• Functional Testing: Ensure core modules like Incident, Change, and Request Management still work.
• Regression Testing: Make sure that existing workflows, scripts, and customizations remain functional.
• Integration Testing: Test third-party apps or APIs integrated with ServiceNow.
• User Acceptance Testing (UAT): Engage end-users to validate their daily workflows.
Leverage Automated Test Framework (ATF) to speed up testing cycles and reduce human error. ServiceNow Course Online
7. Document Customizations
Customizations often break during upgrades, especially if they override out-of-the-box (OOB) functionality. Maintain documentation for all scripts, UI policies, business rules, and workflows you’ve customized. This makes it easier to identify areas that need adjustment post-upgrade.
Tip: Minimize the number of customizations where possible to ensure smoother future upgrades.
8. Communicate with Stakeholders
Clear communication is crucial throughout the upgrade process. Notify key stakeholders of:
• Upgrade timelines
• Expected downtime or system unavailability
• New features and how they benefit the business
• Post-upgrade training or support
Involve department leads, IT support, and end-users in feedback and testing to drive adoption.
9. Leverage ServiceNow Support and Communities
If issues arise, consult ServiceNow documentation, reach out to the ServiceNow support team, or participate in community forums. Many users share upgrade tips and real-world solutions that can save you time and effort.
10. Monitor Post-Upgrade Performance
After completing the upgrade, monitor the platform closely for at least 1–2 weeks. Check:
• System performance and response times
• Error logs and exception reports
• User feedback for bugs or broken workflows
Be ready with a rollback plan or hotfix patches if critical issues are discovered. ServiceNow Training Institute
Conclusion
A ServiceNow upgrade doesn't have to be daunting if approached with careful planning and best practices. From understanding the release cycle to testing thoroughly in sub-production environments, each step plays a critical role in ensuring a successful upgrade. Follow these ServiceNow upgrade best practices to maintain system integrity, boost performance, and provide users with a seamless experience in the latest version of the platform.
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