Actual process steps ServiceNow does when applying monthly patches

[Eric Gilmore]

Ok, let me start by saying I know about these items.

• Available patches and hotfixes (servicenow.com)
• Patching and Upgrades Program | Release Cycle - Support and Troubleshooting (servicenow.com)
• Rome Patch 9 - Security Fixes - Release Notes (servicenow.com)
• ServiceNow Patching Program FAQs - Support and Troubleshooting
• Upgrade planning checklist (servicenow.com)

What I'm being asked to supply is a step by step process ServiceNow takes when patching instances. Yes, I think it's a bit much too. But, this is what the client wants. Does something like this exist?

[Allen Andreas · Accepted solution]

Hello,

Please submit a case ticket to ServiceNow.

We would be unable to give a literal step by step process ServiceNow takes other than assumptions, speculations, or the like. Considering "step by step" means what to you or them? When you have access to all those other resources. Clearly, they want something else, or perhaps you may need to explain things to them in a more direct way. We don't know the context or format of how you presented whatever you did to the customer.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Eric Gilmore]

As part of the client's Change process, literally in the "Implementation plan" field on the Change Request. They want a  "Step 1 through n" list of what ServiceNow does when applying monthly patches.

It's been explained to the client that this is a monthly process performed by ServiceNow to ensure the stability, security and compliance of their cloud based app, and that ServiceNow owns the process entirely and, that we primarily verify the patches via ATF's and reviewing skipped records. But this is not enough for them. So here we are.

[Allen Andreas]

Hello @Eric Gilmore 

If my reply helped guide you Correctly, towards submitting a case, it would be great if you would mark my reply as Correct, instead of your own on another account of yours?

Additionally, you posted the same question twice (albeit different sections, but it would have been best to just post it once as two chains of conversations then happened) and you marked a reply correct in that thread that told you the exact same thing I mentioned here...and that you ended up doing: https://community.servicenow.com/community?id=community_question&sys_id=2439e71cdb81d950770be6be1396...

In any case, I'm glad you've found a direction to go in.

Take care! 🙂

[ericgilmore]

I submitted a case with support and they pretty much reiterated things I've previously put forward as answers as well. I'll just go with a combo of both sets of ideas to hopefully tick their thinking about this over to a more reasonable stance.