Learn everything you need to know about ServiceNow upgrades, release cycle, how to upgrade to the latest versions, and benefits of upgrading. ServiceNow releases newer versions to deliver exciting new features to help its users quickly address problems in IT Service Management, IT Operations Management, Business Management, Application Development, Security Operations, and so on. As a registered solutions partner of ServiceNow, Aspire Systems hosted a webinar to help ServiceNow users realize the full potential of the ServiceNow upgrades, and maximize its efficiency. You can watch the webcast on demand in the link: https://ter.li/drfh6a

1. Tips & Tricks to upgrade
your ServiceNow®
successfully

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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
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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.

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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

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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

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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.

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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:

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What’s new in Helsinki
©1996-2016 Aspire Systems, Inc.

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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

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Helsinki Release
Consumerizing the Service Experience
Accelerate Time-To-Value

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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

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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

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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

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Contact Us
Contact Us
Web : http://www.aspiresys.com/
General Enquiry : info@aspiresys.com
For detailed information:
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