Upgrade planning checklist
Plan and track the activities related to your ServiceNow instance upgrade. To help ensure that you complete all the tasks for a successful upgrade, follow the step-by-step instructions in the upgrade planning checklist to track and plan the upgrade.
Some optional steps may not be appropriate depending on the number of instances, customizations, and so forth. Mark the ones you do not need in the N/A column.
Tip: To download a PDF version of this checklist, click here.
The process for completing steps for self-hosted customers may vary (for example, requesting an instance clone or upgrades). These differences must be considered during planning.
| Customer name: | |
| Product instance name: | https://\[instancename\].service-now.com |
| Other instance names | https://\[instancename\].service-now.com https://\[instancename\].service-now.com |
| Description | Yes | No | N/A | |||||||||||||||||
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| Phase 1 - Read the release notes and plan your upgrade | ||||||||||||||||||||
| 1 | Review the Australia release notes for the target ServiceNow feature release and patch, in addition to product and release documentation. For Australia -specific upgrade considerations, see Pre- and post-upgrade tasks for various products. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png Phase 2 - Complete these planning tasks.</td></tr><tr><td class="sub-head" colspan="5"> | ||||||||||||||||||
| 2 | Confirm which ServiceNow instances are in-scope for upgrade. | |||||||||||||||||||
| 3 | Confirm the instance hosting model. For example, ServiceNow cloud, on-premise, or off-premise. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 4</td></tr><tr><td> | Based on the Australia release notes and other release materials, determine new functionality or notable changes that need to be validated after the upgrade. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 5</td></tr><tr><td> | Confirm plans to enable or disable features introduced in the new product release. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 6</td></tr><tr><td> | Review the Browser support to determine browser prerequisites. For example, versions and types supported, and additional requirements for new UI versions. Compare these supported browsers to your corporate standard and identify any gaps. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 7</td></tr><tr><td> | Create a project plan for cloning, upgrading, and testing. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 8</td></tr><tr><td> | Identify the core team of testers, power users, and key stakeholders required to validate functionality in the ServiceNow instances before and after the upgrade. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 9</td></tr><tr><td> | Confirm whether there are any change freeze windows impacting the timing for environment clones or upgrades. For example, end quarter. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 10</td></tr><tr><td> | Confirm which of the following situations applies to your ServiceNow non-production instances:1. Development and testing can be frozen until the production upgrade is completed. 2. Continued development \(and testing\) activities need to continue in a non-production instance while upgrade, remediation, and testing activities are performed in parallel on another instance. 3. Once the final upgrade to your production instance is complete, the cloning of your final production instance to your non-production instance will wait until after the production upgrade is complete. | |||||
| 11 | Confirm the availability of other systems required for integration testing \(key resources and environments\). | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 12</td></tr><tr><td> | Confirm whether there are any restrictions in which ServiceNow instances can be used for integration testing. For example, an interfacing system is only set up to access a specific ServiceNow test instance. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 13</td></tr><tr><td> | Confirm the testing scope and approach. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 14</td></tr><tr><td> | Create a comprehensive test plan including test cases for all core instance functionality and integrations. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 15</td></tr><tr><td> | Confirm the method for tracking any defects identified during testing. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 16</td></tr><tr><td> | Create a high-level implementation plan that covers: - the sequence and timing to upgrade non-production and production instances - the instances to be cloned - the instance to be used for integration testing. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 17</td></tr><tr><td> | Confirm whether there are any change freeze windows impacting the timing for environment clones or upgrades. For example, end quarter. Responsible: ServiceNow or Customer | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 18</td></tr><tr><td> | Determine whether existing internal training materials, Knowledge Base articles in the customer instance, or other supporting documentation must be updated to align with the upgraded version. For example, changes in functionality or user interface. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 19</td></tr><tr><td> | Optional: Schedule the ServiceNow Configuration Review, which provides recommendations to align the customer configurations with ServiceNow best practices. Note: There may be a service charge and require professional services engagement. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 20</td></tr><tr><td> | On your production instance, create a system clone and select your development instance as the Target instance. Notify impacted users and internal stakeholders of the scheduled date/time for cloning (from production) and upgrade of the non-production instance. Note: It is important to test on a system that reflects the production instance as closely as possible. If your non-production and production instances are the same size, include the production audit log and the attachment data, and ensure that you have deselected the exclude options. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png Phase 3 - Verify your upgrade configurations and schedule the development instance upgrade in Now Support</td></tr><tr><td class="sub-head" colspan="5"> |
| 21 | Check the configuration of the Check distribution for possible upgrade scheduled job to view how often and when it runs. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 22</td></tr><tr><td> | Verify that the Check distribution for possible upgrade sys_trigger is set properly for upgrading. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 23</td></tr><tr><td> | Verify that the Check database for possible upgrade sys_trigger is set properly for upgrading. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 24</td></tr><tr><td> | Schedule the upgrade in Now Support. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 25</td></tr><tr><td> | If applicable, request a version entitlement. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png Phase 4 - Upgrade and validate the development instance</td></tr><tr><td class="sub-head" colspan="5"> | ||||||||||
| 26 | Using the Upgrade Monitor, monitor the upgrade to your instance and validate that the upgrade to your development instance is complete. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 27</td></tr><tr><td> | After the upgrade for your development instance is complete, process the skipped records list in the Upgrade Monitor. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 28</td></tr><tr><td> | Identify your update sets. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 29</td></tr><tr><td> | Before and after upgrading, conduct smoke tests on your development instance. Use your comprehensive test plan to perform functional testing. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png Phase 5 - If applicable: Upgrade and validate your other non-production instances, such as your test instance</td></tr><tr><td class="sub-head" colspan="5"> | ||||||||||||
| 30 | On your production instance, create a system clone and select your development instance as the Target instance. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 31</td></tr><tr><td> | Schedule the non-production upgrade in Now Support and verify your upgrade configurations. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 32</td></tr><tr><td> | Validate that the upgrade to your non-production instance is complete. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 33</td></tr><tr><td> | Install any optional plugins that were installed on your development instance. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 34</td></tr><tr><td> | Install any custom applications and post-upgrade fix scripts that you need. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 35</td></tr><tr><td> | Install update sets. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 36</td></tr><tr><td> | Perform functional testing and monitor the performance of your instance. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png Phase 6 - Prepare to upgrade the production instance</td></tr><tr><td class="sub-head" colspan="5"> | ||||||
| 37 | Confirm sign-off from IT and Business stakeholders that all non-production instance defects have been fixed and validated in update sets. Responsible: Customer | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 38</td></tr><tr><td> | Confirm the core team of key stakeholders required to validate functionality in the ServiceNow instance after the production upgrade. Responsible: Customer | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 39</td></tr><tr><td> | Confirm coverage for Day 1 support post-upgrade. Responsible: Customer | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 40</td></tr><tr><td> | Create a Production Upgrade Implementation Plan that includes all upgrade steps, roles and responsibilities, communication plans, key contacts, support coverage for Day 1, and so forth. Responsible: Customer | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 41</td></tr><tr><td> | Schedule a walkthrough and sign-off of the Implementation Plan with key stakeholders and the core team. Responsible: Customer | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 42</td></tr><tr><td> | Submit and obtain approvals for change records as required by the organization change process. Responsible: Customer | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 43</td></tr><tr><td> | Send a communication to key stakeholders and end users with details for the production upgrade outage, new features, and so forth. Responsible: Customer | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 44</td></tr><tr><td> | Profile the performance of your instance before upgrading. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 45</td></tr><tr><td> | Use the ServiceNow Performance homepage to document the performance of your instance before the upgrade. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 46</td></tr><tr><td> | On your clone, perform functional testing and monitor the performance of your instance. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png Phase 7 - Upgrade the production instance</td></tr><tr><td class="sub-head" colspan="5"> |
| 47 | Schedule the upgrade in Now Support. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 48</td></tr><tr><td> | If applicable, request a version entitlement. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 49</td></tr><tr><td> | Monitor the upgrade to your instance and validate that the upgrade to your production instance is complete. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 50</td></tr><tr><td> | Apply any update sets and post-upgrade fix scripts that you have. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png 51</td></tr><tr><td> | Validate and test your instance by conducting user acceptance testing \(UAT\). Verify with all key stakeholders that the system is performing properly after production upgrade, and key functionality is available. | Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td><td> Image omitted: checkbox.png </td></tr></tbody> | ||||||||||