ServiceNow recently rolled out the Vancouver upgrade for 2023. Staying up-to-date with version upgrades is vital for businesses relying on the ServiceNow platform. The platform requires you to be N-1, and keeping up with these changes does more than grant access to new features. They provide access to enhanced security and improved performance. Otherwise, you may face bugs, broken integrations, and service disruptions.
The upgrade process can be a time-consuming process for busy organizations. That is where Pathways Consulting Group comes in! We provide expert guidance on ServiceNow best practices for version upgrades. Pathways has been executing our formal upgrade process since Calgary – that is over a decade of experience! We offer version upgrade management, so whether you need advice, a few extra hands to help out, or someone to take over and get it done for you, Pathways is the name to trust! If you are planning to DIY, or if you want a look under the hood to see what we do, read on.
Communicate and prepare
Effective communication is a cornerstone of any large, company-wide project. Begin the process by notifying all relevant staff within your organization about the impending upgrade. This helps keep everyone on the same page and allows teams to plan accordingly.
These upgrades require significant planning and testing. Developers must take the time to read the release notes, available in ServiceNow’s product documentation. These notes contain crucial information about the changes and enhancements in the new version.
Create a backup plan
Development work currently in progress may run into issues during the upgrade. Make sure you have a backup of your work in the sub-production instance.
Clone your sub-production instances
Clone sub-production instances before upgrading them. This creates a duplicate environment and helps avoid inconsistencies across instances. If you already have a cloned instance, consider upgrading that first to see how it will run.
Choose the right time
The entire upgrade cycle typically takes about 3-5 weeks, depending on how mature your process is. During this time it is advised to pause and blackout development. Scheduling the upgrade outside normal business hours allows for faster production upgrades with minimal disruptions. If you encounter any inconsistencies, you can correct them before people begin using the instance.
Utilize the Upgrade Monitor
The ServiceNow platform provides an Upgrade Monitor that helps you track the progress of your upgrade. Monitoring the Upgrade Monitor in real-time allows you to identify bottlenecks, skipped items, or errors. Once an update set is complete, you can commence functional testing.
Review skipped items
If users modify items during an upgrade, the system will skip the change and mark it as a “skipped item”. The system will automatically assign them to a priority hierarchy, ranging from P1 (highest priority) – to P5 (lowest priority).
These items must be individually reviewed. It can either retain its customization, revert to the base configuration, or the customization can be merged with the upgrade base configuration.
Create Test Cases with ATF
The Automated Test Framework (ATF) helps ensure your upgraded instance functions correctly. Before performing the upgrade, create test cases in the ATF that cover essential functionalities. Running these tests pre-upgrade helps streamline the process. The ATF even allows you to run multiple tests at the same time!
Perform the Upgrade
With thorough planning and preparation, it is finally time to execute the upgrade. This is where you merge the new version with your current one. Ensure you follow the recommended steps and configurations provided in the documentation.
Post-Upgrade Measures
Now it is time to validate the success of the upgrade. Start by cloning the development and test instances. Verify that all critical functions are working correctly and resolve any outstanding issues encountered in the ATF. Be prepared to address discrepancies promptly with follow-up bug fixes.
ServiceNow version upgrades are a significant undertaking. Following these ServiceNow best practices can help ensure a smooth and successful upgrade.
At Pathways Consulting Group, our team of ServiceNow experts is more than happy to assist you every step of the way. Our ServiceNow support services help organizations navigate version upgrades, implement best practices, and harness the platform’s full potential.
Don’t let version upgrades fall by the wayside. Partner with Pathways Consulting Group and experience the confidence that comes with our expert ServiceNow support. Contact us today at 917-952-5004 to learn more about our services, including our version upgrade support.
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Frequently Asked Questions
What services does ServiceNow provide?
ServiceNow provides a range of IT and enterprise management services, including service management, operations management, business management, and employee workflows, all delivered through its cloud-based platform.
What does a ServiceNow consultant need to know?
A ServiceNow consultant needs to have a deep understanding of the ServiceNow platform, including its capabilities, configuration, and customization options, to effectively design and implement solutions that address the client's specific requirements.
What does a ServiceNow consultant do?
A ServiceNow consultant helps organizations implement, configure, and customize the ServiceNow platform to streamline their IT processes, improve service delivery, and enhance operational efficiency.
Does ServiceNow offer consulting services?
ServiceNow offers consulting services to help organizations leverage the platform's capabilities and achieve their digital transformation goals.
What industries benefit from ServiceNow solutions?
ServiceNow solutions are beneficial for a wide range of industries, including healthcare, finance, IT, manufacturing, and government, as they help streamline workflows, automate processes, and improve service delivery across various business functions.
How does ServiceNow enhance workflow automation?
ServiceNow enhances workflow automation by providing a centralized platform that streamlines and integrates various business processes, enabling efficient task management, real-time data insights, and seamless cross-functional collaboration.
What features distinguish ServiceNow from competitors?
ServiceNow's distinctive features include its low-code development platform, advanced workflow automation, and comprehensive service management capabilities, setting it apart from competitors in the enterprise software market.
How to customize ServiceNow applications effectively?
Customizing ServiceNow applications effectively involves identifying specific business requirements, leveraging the platform's configuration tools, and aligning customizations with best practices to ensure optimal performance and maintainability.
What are common use cases for ServiceNow?
Common use cases for ServiceNow include IT service management, employee onboarding and self-service, asset management, incident and problem management, change management, and workflow automation across various business functions.
How does ServiceNow support IT service management?
ServiceNow supports IT service management by providing a unified platform that automates and streamlines various IT processes, including incident management, change management, and service catalog, to enhance operational efficiency and improve service delivery.
What certifications are beneficial for ServiceNow consultants?
Beneficial certifications for ServiceNow consultants include the ServiceNow Certified System Administrator, ServiceNow Certified Implementation Specialist, and ServiceNow Certified Application Developer certifications, which demonstrate expertise in ServiceNow platform configuration, implementation, and development.
How to ensure ServiceNow implementation success?
Ensuring ServiceNow implementation success requires a strategic approach, effective project management, and collaboration between the ServiceNow partner and the client organization to align the platform with business goals and user needs.
What integrations does ServiceNow support?
ServiceNow supports a wide range of integrations, including popular enterprise applications, cloud services, and legacy systems, enabling seamless data exchange and streamlined workflows across the organization.
How can ServiceNow improve customer service experience?
ServiceNow can improve customer service experience by providing a centralized platform that streamlines processes, automates workflows, and enables real-time tracking and resolution of customer issues, leading to enhanced efficiency and responsiveness.
What are best practices for ServiceNow configuration?
Best practices for ServiceNow configuration include: aligning configuration with business requirements, implementing robust change management processes, leveraging out-of-the-box features, and regularly reviewing and optimizing the configuration to ensure it meets evolving needs.
How does ServiceNow handle data security?
ServiceNow prioritizes data security through robust access controls, encryption, and compliance with industry standards to protect client information.
What roles exist within ServiceNow consulting?
The roles within ServiceNow consulting typically include ServiceNow Architects, ServiceNow Developers, ServiceNow Administrators, ServiceNow Business Analysts, and ServiceNow Project Managers, each with specific responsibilities in implementing and managing ServiceNow solutions.
How to manage ServiceNow updates and upgrades?
Effectively managing ServiceNow updates and upgrades involves careful planning, thorough testing, and seamless deployment to ensure minimal disruption to business operations and maximum benefits from new features and enhancements.
What analytical tools does ServiceNow provide?
ServiceNow provides a range of analytical tools, including built-in dashboards, custom reporting, and advanced analytics capabilities to help organizations gain insights and make data-driven decisions.
How to measure ServiceNow project success?
Measuring ServiceNow project success involves assessing key performance indicators such as user adoption, productivity gains, process improvements, and cost savings achieved through the implementation.
What training is available for ServiceNow users?
Training available for ServiceNow users includes ServiceNow certification courses, instructor-led training, and self-paced online learning modules to enhance their skills and knowledge of the platform.
How does ServiceNow facilitate change management?
ServiceNow facilitates change management by providing a centralized platform to streamline the change process, automate workflows, and track changes across the organization, enabling efficient and controlled implementation of updates and modifications.
What are the costs associated with ServiceNow?
The costs associated with ServiceNow can vary depending on the specific requirements of the organization, such as the number of users, the features and functionalities needed, and any customization or integration requirements.
How to troubleshoot common ServiceNow issues?
Troubleshooting common ServiceNow issues involves identifying the problem, checking logs, testing configurations, and leveraging ServiceNow's knowledge base and community resources to find solutions and resolve the underlying issues.
What is the role of ServiceNow in DevOps?
ServiceNow plays a crucial role in DevOps by providing a centralized platform for streamlining IT workflows, automating processes, and enabling collaboration across development and operations teams, thereby enhancing the efficiency and speed of software delivery.
How to create reports in ServiceNow?
Creating reports in ServiceNow involves accessing the Reports application, configuring report parameters, and selecting desired data fields and filters to generate customized reports based on your requirements.
What are the advantages of ServiceNow cloud solutions?
The advantages of ServiceNow cloud solutions include scalability, reduced IT infrastructure costs, enhanced security, and seamless software updates, enabling organizations to focus on core business objectives.
How does ServiceNow enable collaboration among teams?
ServiceNow enables collaboration among teams by providing a centralized platform that facilitates real-time communication, task management, and data sharing, allowing teams to work together seamlessly and efficiently towards shared goals.
What is the future of ServiceNow consulting?
The future of ServiceNow consulting lies in the growing demand for comprehensive and tailored solutions that leverage the platform's capabilities to drive digital transformation and streamline business processes.
How to leverage ServiceNow for process optimization?
Leveraging ServiceNow for process optimization involves streamlining workflows, automating repetitive tasks, and leveraging the platform's robust capabilities to enhance operational efficiency and drive continuous improvement within an organization.
