Upgrade Process - ServiceNow

PMO Processes [UPGRADE]

INTRODUCTION

This document describes the upgrade process that upgrades your instance to a new ServiceNow release version. Upgrading implements enhancements to all features that are part of the base system or are already active, unless the feature is customized on your instance.

What's an Upgrade

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Why to upgrade?

Get the latest platform and security enhancements Access new products and features from the new version Keep your access to 24/7 support

General Process

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All versions of ServiceNow

Aspen (2011) Berlin (2012) Calgary (2013) Dublin (2013) Eureka (2014) Fuji (2015) Geneva (2015) Helsinki (2016) Istanbul (2017) Jakarta (2017) Kingston (2018) London (2018) Madrid (2019) New York (2019) Orlando (2020) Paris (Q3 – 2020) Quebec (Q1 – 2021) Rome (Q3 – 2021) San Diego (Q1 – 2022) (No longer supported) Tokio (Q3 – 2022)

Utah (Q1 – 2023) March 22nd /2023 Available on Hi on April 3rd / 2023 Patches Q2 / 2023 Vancouver (Q3 – 2023) Washington DC (Q1 – 2024)

Previous versions new versions

STEP 01 and 02

1.- Review documentation1. First of all please read the following documentation to verify if there´s any impact and plan the upgrade:2. Release notes Utah: https://docs.servicenow.com/en-US/bundle/utah-release-notes/page/release-notes/family-release-notes.html3. Checklist Utah: https://docs.servicenow.com/bundle/utah-release-notes/page/release-notes/upgrades/upgrades-planning-checklist.html4. What´s new in Utah?: https://docs.servicenow.com/en-US/bundle/utah-release-notes/page/release-notes/summary/rn-summary-new-features.html

2.- Create the plan Click the button below to see an example

Step 03

3.- Create Test Matrix

• A test matrix is a comprehensive document that outlines the different test scenarios and conditions that will be used to validate the functionality of a new or updated application in the platform. The test matrix specifies which types of testing will be performed, such as functional, regression, or performance testing, and identifies the specific test cases that will be executed.

• A test matrix typically includes multiple test cases organized in a matrix format, with each test case representing a unique combination of test parameters, such as different user roles, configurations, or data sets. The matrix can help ensure that all possible test scenarios are covered and that any potential issues or defects are identified and addressed before the application is released to production.

• The test matrix can also be used to track the progress of the testing process and to ensure that all identified issues are resolved before the application is deployed to production. It can be created manually or by using specialized testing tools, and can be updated and refined throughout the testing process as needed.

• Overall, a test matrix is an essential part of the testing process in ServiceNow and can help ensure the quality and reliability of the applications and services delivered on the platform.

Click on any space for more information...

Step 04

4.- ATF

• ATF stands for Automated Test Framework. It is a testing tool designed to automate various types of tests performed in ServiceNow.

• The ATF allows ServiceNow developers and administrators to create, manage and execute automated tests for the platform. The framework provides a web-based interface to create and run automated tests without the need for any additional software.

• With the ATF, you can create different types of tests such as unit tests, functional tests, regression tests, and integration tests, among others. You can also create reusable test steps and data sets to make your tests more efficient.

• Using the ATF in ServiceNow can help you save time, reduce errors, and improve the overall quality of your ServiceNow instance. It is an essential tool for ensuring that any changes or updates made to the platform do not impact the existing functionality negatively.

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Step 05

5.- Backup of Update sets

• To backup update sets in ServiceNow, you can use the built-in export functionality in the Update Set application. Here are the steps to follow:
• 1. Navigate to the Update Set application in ServiceNow.
• 2. Open the update set that you want to backup.
• 3. Click the "Export to XML" button located at the top of the update set form.
• 4. In the Export Update Set dialog box, select the "Export all with XML export" option.
• 5. Choose the location where you want to save the exported file and give it a name.
• 6. Click the "Export" button to create the backup file.
• You can repeat this process for each update set that you want to backup. It's also a good idea to store the backup files in a secure location outside of ServiceNow, such as a local computer or a cloud storage service.
• Additionally, you can schedule automated backups of update sets by creating a scheduled job in ServiceNow. This can be done using the Scheduled Jobs application in ServiceNow. However, this requires more advanced knowledge and should be done with caution to ensure that no data is lost during the backup process.

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How to clone?

Backup of Update setsPlanning a CloneBefore

• Define your source instance and target instances.
• Define time and date to Schedule the clone (It is recommended to run the cloning process at night because it briefly disables the user interface traffic and requests to the server of the target instance).
• Define a list of stakeholders who are affected by the clone.
• Define your preserves and excludes for your instance specific, confidential,and sensitive data.

After

• Check the clone history to validate the clone completed successfully.

Excludes and Preserves Exclude a table

• Exclude a table to create an empty but usable table on the target instance.

Data Preservation

• Data preservers are used to protect data on the target instance from being overwritten.

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How to clone?

When do I use an exclude? When you wish to exclude data being copied from Source to Target. When do I use a preserve? When you wish to Preserve (Keep) data in Target. When to Clone

• Before the Upgrading process.
• Disruptive ServiceNow instances.

• Tests need to be done with information from the production instance.
• Quarterly.

Backup of dev work

• Retrieve all completed update Sets prior to backup.
• Commit to Source Control / Publish to app repo.
• Export all in progress Update Sets,
• Import and commit exported update sets and set back to in progress state.

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Run Smoke Test or ATFs

Once that the instance has been migrated run the ATFs in case you have them or do a smoke test to verify that everything work as expected: Smoke testing in ServiceNow is a type of software testing that is used to quickly verify that the most critical and basic functions of an application or a particular feature work correctly after a new update or release. It is usually performed by the Quality Assurance (QA) team, but can also be performed by developers or system administrators

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can I see the Upgrade Scheduled?

If you have the credentials of your customer, access to "Hi" Support Portal and go to the "Instances Dashboard" where you can see the current version and the target version, and the scheduled date for the migration. You can change the date if you click on the instance.

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can I see the Upgrade Scheduled?

You may see the available times to reschedule, there´s a date limit, if you want to extend the upgrade later than the available times, it requires to ask it Service Now trough the process of the next slide.

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can I see the Upgrade Scheduled?

Open a ticket with Urgency "High" with the following information: Subject: Reschedule upgrade Description: We want to migrate to ________(target version) in our 3 instances on the following dates: Dev (target date) Test (target date) Prod. (target date) However it is no available to reschedule to these dates on ServiceNow / Hi Attached is our plan for this upgrade with the different activities to perform. The risk of upgrade before our target dates is that we can have some issues in our instances or we can not fix on time. We would like to ask you to allow us to reschedule it. Thanks Once that ´s sent, either ServiceNow schedule it on the date expected or in case it requires more information, it will send a link to request more details to re-schedule it.

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What Happen if it Migrates Automatically?

If your instance has migrated automatically in ServiceNow and you want to get back to the previous instance, you can follow these steps: 1. Check if a backup of the previous instance exists: Check if a backup of your previous instance exists, as restoring from a backup may be the easiest way to get back to the previous state of your instance. 2. Review the change history: Review the change history of your instance to determine what caused the automatic migration. This information may help you determine how to resolve the issue or prevent it from happening again. 3. Contact ServiceNow Support: If you are unable to restore from a backup or determine the cause of the issue, contact ServiceNow Support. They can help you investigate the issue and determine the best course of action. 4. Roll back the instance: If you have a backup of your instance, you can roll back the instance to the previous state.

End of the Process