Getting Started with ServiceNow Patching and EOL Programs

mbnow · ‎11-27-2024

Welcome to ServiceNow! As you onboard onto the platform, understanding our Patching and End of Life (EOL) programs is essential for keeping your instances secure, reliable, and compliant with the latest updates. These programs ensure you stay ahead with regular updates and are informed about critical lifecycle milestones.

Here’s a quick guide to help you:

What Are the Patching and EOL Programs?

Patching Program: Ensures your instances are updated with critical security fixes and bug resolutions.
End of Life (EOL) Program: Helps you manage the lifecycle of ServiceNow releases, including support milestones and upgrade deadlines.

To dive deeper into these programs and how they work, check out this detailed knowledge base article.

Using Parent Change Requests (CHG) for Communication

ServiceNow uses Parent Change Requests (CHG) as a centralized way to communicate about patching and upgrade activities for your instances.

How It Works:

Receive Updates: Track the status and progress of patching or upgrade activities.
Ask Questions or Request Help: Post comments directly within the Parent CHG to connect with our dedicated support team.
Provide Feedback: Share input or address concerns related to the maintenance activities.

How to Access the CHG:

Log in to the Now Support Portal.
Navigate to Instances -> Instances Dashboard, then click on your instance to see the list of associated changes.
Locate the relevant Parent CHG and click to view details, ask questions, or place comments if you require assistance.

Note: A dedicated ServiceNow team actively monitors updates and comments on Parent CHGs, ensuring your requests for help are promptly addressed without the need to open a separate case.

Additional Tips to Manage Patching and EOL Activities

Stay Informed
- Regularly check your instance’s status using the Patching Dashboard.
- Track lifecycle milestones and upgrade requirements with the EOL Dashboard.
Leverage Resources
- Use the knowledge base article as a key reference for all your patching and EOL questions.
Engage With Support
- Simply place a comment on the Parent CHG if you have questions or need help.
- Our dedicated team monitors these updates and will assist you directly through the CHG.

Where to Start

Visit this knowledge base article to get all the details you need about Patching and EOL programs.

If you’ve recently gone through a patch or upgrade, share your experiences and tips below. Let’s learn together and make the most of ServiceNow!