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.


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.