• Products
  • Use cases
  • Industries
  • Making it #EasyForEmployees
  • A guide with best practices for transforming the employee service experience.
  • Modernizing government via ITSM
  • A research doc about government agencies’ digital transformation challenges.


  • Gartner names ServiceNow a leader
  • 2018 Magic Quadrant for Enterprise High-Productivity Application PaaS.


  • General Mills transforms HR
  • Global employee service experience shows entire corporation how it’s done.


  • Do you need an AI council?
  • Formal collaboration helps implement new technology safely and effectively.

The takeaway

When you treat your ServiceNow upgrade like a project, you have greater visibility, buy‑in, and success. Make sure to use our proven upgrade process as a framework to avoid issues.

Always review skipped changes so you can gain visibility to customizations that can be reverted to the ServiceNow baseline if necessary. And don’t forget that using the latest techniques to review skipped changes dramatically shortens your upgrade project time.

Build and maintain test plans so you can guarantee a high degree of success when you promote changes. Follow the ServiceNow technical best practices to future‑proof your work from upgrade issues down the road.

And remember that, while the Now Platform is highly customizable, any customization comes at the cost of higher maintenance. Keep your instance as close to the out‑of‑the‑box configuration as possible, and use configuration change to reduce implementation, testing, and upgrade costs.


Configuration Management System

The ITIL V3 Configuration Management System is a much broader system that combines many different data repositories.

Related tools and resources

Explore additional phases


You want to be sure everything is in place for a smooth, successful deployment.


You want to be sure you’re following best practices during implementation.


You’re up and running and want to get the most from your investment.


You’re ready to extend ServiceNow into other areas of your enterprise.

Thank You

Thank you for submitting your request. A ServiceNow representative will be in contact within 48 hours.

form close button

Contact Us

I would like to hear about upcoming events, products and services from ServiceNow. I understand I can unsubscribe any time.

  • By submitting this form, I confirm that I have read and agree to the Privacy Statement.