ServiceNow Platform

kathymorris
Tera Contributor

‎07-31-2023 12:30 PM

Hi All,

Recently joined new team and there is no one who has ServiceNow experience besides myself. I have several years of SN experience. One Service Desk technician has recently started trying to learn ServiceNow and is the gatekeeper for the environments. 

 

We have an upgrade scheduled. The only person who has Admin-access is the ServiceDesk tech (aka SN trainee). The company is requesting me to do the upgrade to Prod, clones from Prod-->Test, and implement other SN modules. For some reason, they seem to think no one needs Admin access (besides the trainee) because it's "just a click away" so it's a matter of me teaching the training which buttons to click. 

Guidance is fine here and there. However, I am not comfortable taking "the responsibility" of upgrading an environment that I know absolutely nothing about and have never had access to navigate around in core areas to evaluate and assess impact. (i.e. the company does not give access to contractors). 

 

In my experience, whenever I did upgrades I conducted an analysis of the Production environment, reconciled skipped records, etc... and made decisions based on my findings. Even to clone from Prod to the sub environment, I would leverage access via Prod.

 

Never been in this situation. Whenever Admin access was not granted, there was another "qualified" ServiceNow SME to do the work in Prod so there was no issue. My question is: What do my fellow ServiceNow peers think of this? Am I missing something here?


Btw, this particular trainee is not software development inclined...

 

Your thoughts?

 

Best,

 

Kathy

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Joe Wong
Tera Guru

‎07-31-2023 12:47 PM

If the company is "requiring" you to perform the upgrades and cloning down, they will need to provide you will the proper access, in this case (Admin).  It is not is case of doing a few clicks, but the responsibilities of doing so carries.  If you are not responsible is performing the upgrade, then I can see why they are reluctant to giving someone new admin access, but if they hired you for your expertise in performing said upgrades and cloning, then they need to give you the appropriate access to perform these tasks.

 

And as you mentioned, upgrade is not as simple as a few clicks, you need to perform skip upgrade checks and make sure your system integrity is in tack after the upgrade.  Lets say something is not working after the upgrade is performed, who is going to troubleshoot the issue?

I believe you need to make the point that if you are responsible is performing the upgrades and cloning, then you need the appropriate permission to do so.

 

Just my 2 cents.

LearnUseThrive
Mega Sage

‎07-31-2023 01:50 PM - edited ‎07-31-2023 01:51 PM

Amazing that they have the money to plunk down on ServiceNow, yet can't afford to hire even ONE proper administrator. They need an admin on staff before making any changes on the instance, to speak nothing of upgrades. The "hero trainee" can train up as junior admin to the main.