Upgrade strategy

[mariemqara1]

Can you provide an overview of how updates and changes to the ServiceNow platform are communicated to users? Specifically, what is the typical timeline and method for notifying users about new features, improvements, and fixes?

[Gangadhar Ravi]

@mariemqara1 Please check this 

https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/quick-answer/...

Please mark my answer correct and helpful if this works for you.

[Sandeep Rajput]

@mariemqara1 The upgrade strategy varies with the organisation. However, here are some points which we follow.

1. Analysing the release notes: With each release the Technical architects review the release notes and identify the new features which could be helpful for the business. Such features are communicated to business teams and their opinion are taken into consideration during upgrade.

Duration: 2-4 days

2. Upgrade Sandbox and analyse the impact:- We upgrade our sandbox instances first and then analyse the impacts caused by the upgrade. Sandbox is also used to train our business teams on the new feature.

Duration: 3-4 days

3. Upgrade Dev and Test instances:- Depending on the outcome of the second step, we plan the upgrade for our Dev and Test instances. At the same time we provide updates to our users via email notifications/portal announcement features to inform them about planned upgrade on the production instance and the new features they can expect to have in the new release. In parallel,  our dev team reviews the skipped changes on dev, take appropriate action on them and fix the same skipped changes on QA why update set.

Duration: 2-4 days

4. Upgrade the production instance: Finally production instance is upgraded on a weekend, down time during upgrade is communicated in advance via email notifications and portal announcements. Skipped records are fixed via update sets.

Duration: 1 day

Hope this helps.

Please mark the response helpful and accepted solution if it manages to answer your question.

[mariemq]

Do you know approximately how much time before the upgrade the communication about new features is typically shared with customers?

[Dr Atul G- LNG]

Hi @mariemq 

If you need to, you can follow the attached upgrade checklist.

https://docs.servicenow.com/bundle/washingtondc-release-notes/page/release-notes/upgrades/upgrades-p...

Can you provide an overview of how updates and changes to the ServiceNow platform are communicated to users?

Atul: We recently upgraded to DC release, to make an upgrade successful, timely communication is the key.

We follow 10-day, policies,  1st email on day 1, 2nd email on day 4th, 3rd email on day 7th and; the last reminder on day 10th and the 11th day we had the upgrade. Also after the upgrade, a communication is out on the same day / next day.

Specifically, what is the typical timeline and method for notifying users about new features, improvements, and fixes?

Atul: Actually, an introduction if New features, need to be introduced within 20-25 days or as soon as the Test instance upgrade which is earlier, Make a training plan, arrange training sessions, and FAQ sessions, and create a team channel and open mic for any issue. Provide users with a platform to do hands-on at least 10 days before upgrade. Improvement and fixes are post-production upgrades, and developers can provide you with timelines.