do you think upgrading servicenow is tiresome and it may take lot of your team’s productive hours?...

Tips & Tricks to upgrade

your ServiceNow®

successfully

SINGAPORE | US | UK | BENELUX | ME | INDIA ©1996-2016 Aspire Systems, Inc.

Topics Covered

Understanding ServiceNow® Upgrades

Entire Lifecycle of an upgrade

Best practices

Precautions to be taken

Customer-driven Innovation

Helsinki the latest release – In a nutshell

What’s Next – Istanbul Release Overview

SINGAPORE | US | UK | BENELUX | ME | INDIA ©1996-2016 Aspire Systems, Inc. ©1996-2016 Aspire Systems, Inc.

Understanding ServiceNow Upgrades

Patch

Release

Hotfix

Patch

Releas

e

Fuji

Feature

Release

Patch

Release

Hotfix

Patch

Releas

e

Geneva

Feature

Release

Patch

Release

Hotfix

Patch

Releas

e

Helsinki

Feature

Release

In ServiceNow platform, upgrading instances is moving to one release (family) to

another, preferably the latest release.

Family: Group of components released together and named after a major city, such

as ‘Helsinki’.

Feature Release: New product-oriented features and fixes to existing functionalities.

Patch Release: Collection of issues fixed

Hotfix: Fixes to a specific issues from previous versions.


Entire Lifecycle of an Upgrade

Inception • The reasons behind

an Upgrade

Planning • Timing the upgrade right

• Evaluating user

acceptance

Estimate • Efforts

• Timeline

Formalities • Stakeholders

identification and their

acceptance.

Clone • Production instance

over the sub-

production instance

Upgrade • Schedule and monitor

Review • Upgrade history

Test • Customizations

• Integrations

• Performance

• Key functionalities

• Fix

Upgrade

Production • Schedule Upgrade

• Apply “Update Set”

• Test

• Training

Release • Announcement

Lifecycle of a ServiceNow upgrade can be classified into three phases and ten stages.

Phase

1 Phase

2 Phase

3


Upgrade Best Practices

4

3

2

1

8

7

6

5

Review release notes thoroughly

Create a high-level implementation plan

Validate upgrade with a sub-production instance first

Always clone production over sub-production

Be generous with the time allocated for testing

If multiple sub-production instances are available, hold one as clone from

production, to compare if required

Keep implementation documents, test cases and training materials

up-to-date

Always adhere to ServiceNow implementation guidelines


Precautions to be taken

Customization of Notifications and UI Actions

Custom workaround Vs ServiceNow fix

DOM references

CSS customizations

Lookout for new/additional notifications and UI actions added by your

ServiceNow upgrade.

Check for the fixes added by ServiceNow in the new release for the manual

and custom workarounds in your ServiceNow instance.

Test the forms thoroughly for DOM references in client side scripting. These

client scripts may not work in new release, so its advisable to test them.

New upgrades may affect your CSS customizations and HTML changes

made in Self Service Portal, so make sure your customizations are safe.


Simplify ServiceNow Upgrades

Complimentary

App to simplify your

ServiceNow

upgrades!

1 Track the whole upgrade process easily

2 Get real time status from a dashboard

3 Setup task assignments, notifications and approvals

4 Adhere to processes and best practices

5 Reduce manual efforts and save time

To simplify upgrades, we have launched an ‘UpTrack’ app, Download the app here.

This app can help you:

http://infrastructure.aspiresys.com/simplify-servicenow-upgrades/




What’s new in Helsinki

©1996-2016 Aspire Systems, Inc.


Customer-driven Innovation

• CMDB Data Certification

• Cloud Provisioning

• App Creator

• Field Service Automation

• ServiceNow for iPad

Feb

2015

Jun

2014 May

2013

Nov

2013

Dec

2015

May

2016

Calgary

• Vendor Performance

• Resource Management

• Configuration Automation

• Team Development

• HR Service Automation

• Notify

• Password Reset

Dublin

• Demand Management

• Facilities Service Automation

• Event Management

• Visualizations

• Service Creator

• Visual Task Boards

Eureka

• Native ServiceWatch

• Studio Development Environment

• Connect and native iPhone app

• Security Operations Management

• Customer Service Management

Geneva

• Legal, Finance, Marketing

• HR Service Automation &

Workday

• Social Collaboration

• IT Financial Management

• GRC & UCF

• CreateNow & Service Creator

• AWS Cloud Provisioning

Fuji

• Service Portal Designer

• New Service Portals for IT, HR &

Customer Service Management

• ITSM Guided Setup

• Native Android App

• Delegated Development

• CMDB Health Dashboard

• Drag and Drop Widgets for

Dashboards

Helsinki


Helsinki Release

Consumerizing the Service Experience

Accelerate Time-To-Value


Helsinki – In a nutshell

Portal designer

Native Mobile Platform Support

Edge Encryption

Performance Analytics

IT Service Portal

Customer Service Management

Security Operations Management

GRC

PPM and FM

HR Service Management

Delegated

Development

Source Control

Integration

Support for

ES5/JavaScript 5th

Edition

CMDB Health Dashboard

Enhanced Alert Aggregation

Multi-Cloud Cost

Management

Service

Management

Platform

Service

Management

Operation

Management

Application

Development


What’s Next – Istanbul Release Overview

Actionable Insights Better Service Experiences Faster Time-to-Value

Drive continuous ITSM

improvement, get ahead of

outages, rationalize

application portfolio

IT

Security Ops

Customer

Service

HR

Platform

Speed security

incident

remediation

Extends to business-

to-consumer

customers

Increased

control and

autonomy for

HR teams

Improve business

performance by pinpointing

service hot spots and

accelerate application

delivery

SINGAPORE | US | UK | BENELUX | ME | INDIA ©1996-2016 Aspire Systems, Inc. ©1996-2016 Aspire Systems, Inc.

Global technology services firm with core DNA of Software Engineering

Specific areas of expertise around Software Engineering, Digital Services, Testing and

Infrastructure & Application Support

Registered Solution Partner of ServiceNow®

Vertical focus among Independent Software Vendors and Retail, Distribution & Consumer Products

CMMI Maturity Level 3, ISO 9001:2008 and ISO 27001:2005 Certified

International headquarters in Singapore with presence across US, UK, Benelux, Middle East and India

Recognized 7 consecutive times as “Best Place to Work for” by GPW Institute

About Aspire

1500+ Employees; 120+ active Customers


Contact Us

Contact Us

Web : http://www.aspiresys.com/

General Enquiry : [email protected]

For detailed information:

WATCH THE WEBCAST

http://www.aspiresys.com/

http://www.aspiresys.com/

mailto:[email protected]

http://infrastructure.aspiresys.com/us-streamline-your-servicenow-instance-upgrade/


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