How should I communicate optional monthly patch notifications to customers?

[SatyamS81441163]

Hi everyone,

We received a ServiceNow communication record regarding the August 2026 Optional Patch Release (Zurich Patch 11m and Australia Patch 4m).

The notification states that these patches are optional and will not be scheduled automatically. Customers can either:

• Retarget their existing monthly patching/EOL upgrade change, or
• Self-schedule the patch using the "Patch or Upgrade an Instance" catalog item.

My question is:

What is the recommended way to communicate this to customers?

Should I simply inform them that:

• ServiceNow has released optional patches for their instance.
• The patches include security, performance, and AI application updates.
• The update is not mandatory and no action will be taken unless they request it.
• If they want the patch applied, they can let us know so we can schedule the change (or they can self-schedule if applicable).

Has anyone shared a similar email with customers? If so, could you share the recommended wording or best practice?

Thanks in advance!

[KPNow]

When it comes to optional patches, keeping things simple and transparent is always the best path. You want to show proactive governance without creating unnecessary work or making customers worry that something is broken. The most effective approach is to send a light advisory that sets a clear "no action needed" baseline, while giving interested teams a hassle-free way to request the update if they actually need it.

In your message, just explain that ServiceNow has released an optional update focusing on performance, security, and AI app stability, but reassure them that their instance remains fully supported as-is. Let them know no action is required on their part, but if they have a specific fix they've been waiting for or want to get ahead on updates, they can simply reply or submit a ticket so you can test it in Sub-Prod first. This keeps your delivery clean, avoids a sudden wave of low-value change requests, and positions your team as a reliable partner looking out for their environment.