ServiceNow every year releases 2 major versions and it is important to upgrade your ServiceNow implementation so that it remains supported as well as your organisation can benefit from the latest features included in the newer releases.
Based on the size of instance and customization generally a major upgrade cycle will take from 4 -8 weeks.
Review the release notes and if you have sandbox instance available , use it for the first look and analyse upgrade impact on existing functionality and size out the efforts required to action the skip logs.
ServiceNow docs site has 7-phase plan upgrade checklist Here is a good starting point planning the upgrade cycle.
The key points from the above checklist include:
Based on the size of instance and customization generally a major upgrade cycle will take from 4 -8 weeks.
Review the release notes and if you have sandbox instance available , use it for the first look and analyse upgrade impact on existing functionality and size out the efforts required to action the skip logs.
ServiceNow docs site has 7-phase plan upgrade checklist Here is a good starting point planning the upgrade cycle.
The key points from the above checklist include:
- Prepare project plan
- Prepare test plan
- Identify key stakeholders, power users, tests
- Identify interfacing teams and environments
- Identify the instances to upgrade
- Agree on issue tracking mechanism
Dev/Test instance upgrade , shakeout , skip logs reviews:
- Clone prod over to DEV
- Upgrade DEV to targeted version
- Review and Action Skip logs
- Clone prod over to TEST
- Upgrade TEST to targeted version
- Apply skip log decision update sets.
- Perform manual testing in TEST instance for the functionality where ATF does not have coverage
- Run Automation test framework
- Track issues identified using ATF, manual testing
- Fix the issues
Tips:
- Include audit data and attachments in the clone
- Use Check Now button on the upgrade Monitor screen if the upgrade did not kick in at the scheduled time.
Skip log reviews
During the upgrade process, if the system identifies a conflict, i.e the upgrade has an update to a file that has been modified by the customer, it skips that particular file update and generates a skip log. Customers are responsible reviewing the skip logs and take appropriate actions.
- Reviewed and Retained
- Reviewed and Reverted
- Reviewed and Merged
- Reviewed
- Not Reviewed
Reviewed and Reverted and Reviewed and Merged will modify the underneath application file, capturing these changes to the application file for the TEST instance promotion.
Tip :
- Group these skip logs by priority and action the highest priority items first from the list.
- Make sure to right scope update set is selected while applying Review and Reverted, Reviewed and Merged decisions
- Use the comments field to capture rationale behind the decision.
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