Update Set Back out Procedure and Best Practices

[Raghuveer Moort]

Need for Update Set Back-out:

First let us understand why you will need to back-out the update sets. In ServiceNow, Update sets encompass changes made to various components of the platform, such as configuration items, forms, workflows, scripts, and more. These updates are typically bundled together to ensure consistency and to ease the deployment process. However, situations may arise where an update set introduces unforeseen issues, human error, conflicts with existing configurations, or disrupts essential business processes. In such cases, it becomes crucial to execute a well-defined back out procedure to revert the changes and restore system stability.

ServiceNow recommends to follow below procedure for the update set back out:

1. Identify the Issue: Begin by identifying the specific issue or challenge caused by the update set. This can involve gathering user feedback, analysing system logs, and conducting thorough testing to pinpoint the root cause accurately.

2. Pause the Update Set: Once the issue is identified, pause the update set deployment process to prevent any further impact on the system. This can be done by disabling or deactivating the update set from the relevant update set record.

3. Communicate and Document: Inform all relevant stakeholders, such as system administrators, developers, and impacted users, about the decision to initiate a back out procedure. Document the issue and the steps taken to ensure transparency and knowledge sharing.

4. Create a Back out (Rollback) plan: Develop a detailed back out plan that outlines the specific steps required to revert the changes made by the update set. This plan should include a thorough assessment of the impacted components and any dependencies that need to be considered.

5. Execute the Rollback: Follow the rollback plan meticulously, ensuring that each step is executed accurately. This may involve restoring backed-up configurations, disabling or removing specific customisations, or reverting database changes.

6. Validate and Test: After the rollback is complete, validate the system's functionality and conduct comprehensive testing to ensure that the back out procedure was successful. Engage key stakeholders to verify that critical business processes are functioning as expected.

Here are some of the ServiceNow Best Practices for ServiceNow Update Set Back out:

1. Regular Backups: Maintain regular backups of critical ServiceNow configurations, data, and customisations. These backups provide a safety net in case of update set failures or other unforeseen issues, allowing for easier and more reliable rollbacks.

2. Staging Environments: Establish separate staging environment that closely mimic the production environment to thoroughly test update sets before deploying them. This helps identify potential issues early on and mitigates risks associated with the back out process.

3. Change Management and Approval Processes: Implement robust change management and approval processes to ensure that all update sets are reviewed and tested thoroughly before deployment. This reduces the likelihood of issues and minimize the need for back outs.

4. Source/Version Control: Utilize Source/version control systems, such as Github/ ServiceNow App Repo, to track and manage changes made to update sets. This enables easier identification and retrieval of previous versions in case a back out is necessary.

5. Communication and Collaboration: Encourage open and transparent communication between system administrators, developers, and stakeholders. This ensures that issues are promptly identified, discussed, and resolved, minimizing the impact of failed update sets.

Conclusion:

ServiceNow update sets are a fundamental aspect of customising and configuring the platform to meet specific business needs. However, despite careful testing and planning, there may be instances where a back out procedure becomes necessary. By following a well-defined back out procedure and implementing best practices, organisations can effectively roll back problematic update sets, minimize disruption, and maintain a stable and reliable ServiceNow environment. Proactive planning, communication, and collaboration are key to ensuring a smooth update set deployment and back out process within the ServiceNow ecosystem.

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