ServiceNow Instance Upgrades
Upgrading a ServiceNow instance is a routine yet critical responsibility for platform teams. Every new ServiceNow release introduces improvements in performance, security, usability, and platform capabilities. Keeping your instance updated ensures your organization can leverage the latest innovations while maintaining a secure and stable environment.
However, upgrading a ServiceNow instance is not simply about applying a new version. Customizations, integrations, workflows, and configurations must all be validated to ensure they continue functioning correctly after the upgrade.
This article covers:
- Types of upgrades
- Upgrade lifecycle
- Upgrade planning
- Instance preparation
- Handling skipped records
- Testing strategies
- Post-upgrade validation
Types of ServiceNow Upgrades
Before discussing the upgrade process, it is important to understand the different types of upgrades available in ServiceNow.
Family Upgrade (Major Upgrade)
A family upgrade moves your instance from one major ServiceNow release to another.
- Tokyo → Utah
- Utah → Vancouver
- Vancouver → Washington
Family upgrades introduce:
- New platform features
- UI enhancements
- Database schema updates
- New APIs and functionality
These upgrades require extensive testing and skipped record review.
Patch Upgrade
Patch upgrades are smaller updates within the same release family.
Example:
Vancouver Patch 1 → Vancouver Patch 2
- Bug fixes
- Security updates
- Minor enhancements
Patch upgrades generally have lower risk than family upgrades, but validation is still required.
Why Keeping Your ServiceNow Instance Up to Date Matters
- New platform capabilities
- Security updates
- Performance improvements
- Enhanced automation features
Organizations that delay upgrades often encounter:
- Increased upgrade complexity
- Compatibility issues with integrations
- Unsupported platform versions
- Higher numbers of skipped records
The End-to-End Lifecycle of a ServiceNow Platform Upgrade
ServiceNow recommends upgrading environments sequentially to reduce risk and identify issues early.
- Planning the upgrade
- Preparing development environments
- Upgrading the development instance
- Testing and remediation
- Upgrading test environments
- User Acceptance Testing (UAT)
- Upgrading the production instance
Planning Your ServiceNow Upgrade
Proper planning is the most important step in any successful upgrade.
The first step should always be reviewing the release notes for the target ServiceNow version.
- New features
- Deprecated functionality
- Platform changes
- Upgrade considerations
- Migration requirements
During planning, teams should identify:
- Custom applications
- External integrations
- Modified platform components
- Business processes dependent on the platform
Preparing Your Instance for a Smooth Upgrade
Assess the Current Platform Environment
- Installed plugins
- Integrations and APIs
- Custom tables
- Business rules
- Scheduled jobs
- Authentication configurations
Understanding the current configuration helps identify potential upgrade risks.
Freeze Development
Development activities should be temporarily frozen in lower environments to prevent configuration drift.
Clone Production Data
Cloning production into development and test environments allows realistic testing.
Upgrading Lower Environments First
- Development
- Test / QA
- Staging / Pre-Production
- Production
This approach helps detect issues with customizations and integrations early.
Monitoring the Upgrade Process
Upgrade Monitor
- Upgrade progress
- Upgrade tasks
- System logs
- Errors and warnings
Upgrade Center
Upgrade Center helps manage upgrades and patches from a centralized interface.
Managing Skipped Records During a ServiceNow Upgrade
Skipped records occur when a customized record conflicts with a new out-of-box version during upgrade.
Navigate to:
System Diagnostics → Upgrade History → Upgrade Record → Skipped Changes to Review
Skipped Record Resolution States
Reviewed
The administrator reviewed the record but made no changes.
Reviewed and Retained
The customized version is kept.
Reviewed and Merged
Both versions contain valuable logic and are merged using the Resolve Conflicts interface.
Reviewed and Reverted to Base System
The customization is removed and reverted to base system.
Not Reviewed
The record remains pending review.
Best Practices for Handling Skipped Records
Review skipped records immediately
Check plugin updates before resolving skipped records
Ensure all plugins are up to date before resolving skipped updates.
Prioritize skipped records
Resolve high priority skipped records first as they may impact critical functionality.
Document decisions
Add comments explaining why a skipped record was retained, merged, or reverted.
Testing Your Instance After the Upgrade
Functional Testing
Regression Testing
Integration Testing
User Acceptance Testing (UAT)
Performing the Production Upgrade
- Schedule during low-usage periods
- Notify stakeholders
- Ensure admins are available
- Monitor upgrade progress
Post-Upgrade Validation
Smoke Testing
- Incident creation
- Case management
- Service requests
- Portal access
Validate Customizations
Monitor System Performance
ServiceNow upgrades may appear complex initially, but with proper planning and structured execution, they become predictable and manageable.
A well-managed upgrade strategy ensures the platform continues delivering value through improved functionality, enhanced security, and ongoing innovation.
