Now Platform Upgrade Bytes

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ServiceNow Platform Upgrade Bytes

Upgrading ServiceNow is a critical task for organizations aiming to leverage the latest features, enhance system performance, and maintain compliance with ServiceNow’s support and security policies. However, upgrades can also bring challenges if not planned and executed properly. In this blog, we will explore the prerequisites, leading practices, benefits, risks, and challenges associated with ServiceNow upgrades. 

Why an upgrade is required?

ServiceNow releases major platform updates twice a year. Each release introduces:

1. New Features: Enhancements and innovative solutions that improves existing and/or new functionality.
2. Performance Improvements: Optimized platform performance for faster processing.
3. Security Updates: Patches to address vulnerabilities and enhance system security.
4. Compliance: Ensures compatibility with the latest ServiceNow support policies.

Failing to upgrade regularly can lead to missed opportunities, compatibility issues, and loss of support.

To Do's before planning upgrades - 

To ensure a smooth upgrade process, the following prerequisites must be addressed:

1. Assess the Current Environment:
• Take inventory of all customizations, integrations, and third-party apps.
• Identify unused or obsolete configurations.
2. Test Instance Setup:
• Clone your production instance to a sub-production environment for testing.
• Ensure sufficient data exists to simulate real-world scenarios.
3. Review Release Notes:
• Examine the release notes for the target version to understand changes.
• Identify deprecated features or potential breaking changes.
4. Upgrade Plan:
• Develop a detailed upgrade plan with timelines and responsibilities.
• Include steps for backup, testing, and rollback.
5. Stakeholder Communication:
• Notify all stakeholders about the upgrade schedule.
• Ensure business-critical teams are prepared for potential downtimes.

Leading Practices -

1. Automated Testing Framework (ATF):
• Utilize ATF to run automated tests and validate functionality after the upgrade.
• Create reusable test cases for continuous upgrades.
2. Customization Review:
• Avoid heavy customizations that deviates from out-of-the-box (OOB) functionality.
• Replace customizations with ServiceNow’s native features whenever possible.
3. Phased Rollout:
• Upgrade non-production instances first and perform thorough testing.
• Gradually move to production after addressing issues.
4. Performance Monitoring:
• Monitor instance performance pre- and post-upgrade using tools like Instance Scan or HealthScan.
5. Training and Documentation:
• Update user guides and training materials to reflect changes in the upgraded version.
• Train users and support teams on new features.

Benefits Realized of Regular Upgrades -

1. Access to New Features:
• Utilize innovative functionalities and enhancements.
2. Improved Security:
• Mitigate vulnerabilities with the latest patches.
3. Increased Efficiency:
• Benefit from performance improvements and faster processes.
4. Continued Support:
• Stay within the ServiceNow support window for vendor assistance.
5. Reduced Technical Debt:
• Modernize the platform by eliminating outdated customizations and configurations.

Risks and Challenges - 

1. Customizations Breaking:
• Heavily customized environments risk breaking functionality after upgrades.
2. Downtime:
• Unplanned downtimes can occur if proper planning is not done.
3. Data Integrity Issues:
• Missing or corrupt data post-upgrade due to incomplete testing.
4. Performance Degradation:
• Upgrades may temporarily affect system performance if configurations are not optimized.
5. Resistance to Change:
• End users may resist adopting changes introduced by the upgrade.

Overcoming Challenges - 

1. Comprehensive Testing:
• Test all critical business processes, integrations, and customizations.
2. Backup and Rollback Plan:
• Ensure full instance backups are taken before the upgrade.
• Create a rollback strategy for quick recovery.
3. Collaboration with ServiceNow Support:
• Engage ServiceNow’s support team for guidance on complex upgrades.
4. Stakeholder Involvement:
• Involve stakeholders early and address their concerns proactively.
5. Regular Maintenance:
• Perform health checks and clean up unused configurations regularly to simplify future upgrades.
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To Conlcude - 

ServiceNow upgrades are essential to maintain a robust and high-performing platform. By following leading practices, preparing thoroughly, and addressing challenges proactively, organizations can unlock the full potential of their ServiceNow investment. Regular upgrades ensure access to new features, improved security, and vendor support, ultimately driving business success.

Are you planning your next ServiceNow upgrade? Share your thoughts or reach out for more insights!

Useful Resources - 

1. Upgrade Plan Checklist
2. Upgrade Run Sheet Template

For more assets related to Upgrade, refer to NowCreate.