Upgrade to Helsinki The upgrade process moves your instance to a new ServiceNow release version. Understand the difference between upgrading and patching, release definitions, rollback and backup options, and how to test your non-production and production instance upgrades. Before you begin the upgrade process, review the upgrade and migration tasks for your applications and features. For an in-depth explanation of the upgrade process, refer to Upgrade your instance. System upgrades can be significant projects. Each ServiceNow feature release includes major additions, and you should always consider the impact of new functionality on an instance. 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. Read the Helsinki Release Notes for information on new and changed features. Careful preparation and knowledge of the available software, tools, and resources can contribute to a successful upgrade. In addition to the materials provided by ServiceNow, it is important to understand how your ServiceNow instance is currently operating and the performance level of key business functionality. Set the expectation with IT and business users that time must be dedicated to preparing for, implementing, and testing ServiceNow upgrades. For information about features of the ServiceNow platform that assist with upgrades, see Upgrades and conversions. If you have any issues during the upgrade process, contact ServiceNow Customer Support. ServiceNow Customer Support is available 24 hours a day, 7 days a week to assist you with any questions or issues. For additional help with upgrades, ServiceNow also offers various Production Readiness Services. These services specifically address challenges with instance upgradability, manageability, scalability, and performance. The reviews are performed by a ServiceNow-certified professional consultant, who provide recommendations to align customer configurations with ServiceNow best practices. Contact your ServiceNow sales representative for more details. Supported upgrades You can upgrade directly to the latest release family. For more information about release terminology and availability phases, see the ServiceNow Release Cycle [KB0547244] article in the HI Knowledge Base. Upgrades vs. patches ServiceNow organizes its releases into families. A family is a set of releases that are named after a major city, such as or Helsinki. Within a family, releases are further differentiated by patch and hot fix number. For example, the following releases are both part of the Helsinki family: Helsinki Patch 6 Helsinki Patch 3 Hot Fix 2 Upgrading is the act of moving to a release that is in a different family than your current release. For example, a move from Geneva Patch 7 to Helsinki Patch 5 is an upgrade because Geneva and Helsinki are different families. Patching is the act of moving to a release that is in the same family as your current release. For example, a move from Helsinki Patch 1 to Helsinki Patch 5, is a patch because both versions are part of the Helsinki family. In both cases, the target release is Helsinki Patch 5. It is the difference between your current and target release family that determines whether you are upgrading or patching. Features, patches, and hot fixes Each release family contains features, patches, and hotfixes. A feature provides a complete solution that customers can implement to add value to their organization. New features are generally only available as part of a feature release. Features are supported with patches and hot fixes. Type Scope Feature Introduces new features Includes all available fixes to existing functionality Is production-oriented; quality and stability are of the highest priority throughout the life cycle Patch Supports existing functionality with a collection of problem fixes Generally does not include new features Hot Fix Supports existing functionality with a specific problem fix for a feature release May or may not include any previous fixes for a given release Does not include new features For more information about release terminology and availability phases, see the ServiceNow Release Cycle [KB0547244] article in the HI Knowledge Base. Rollbacks and backups When you plan an upgrade, remember that ServiceNow does not provide a universal rollback option. Rollbacks are available for upgrades within the Helsinki family and future releases (for example, Helsinki patch-to-patch and Helsinki patch-to-hotfix). The rollback window is 10 days by default. You can customize this window by modifying the glide.rollback.expiration_days property. To request a rollback, contact ServiceNow Customer Support. Avoid restoring a production instance from backup, when possible, due to downtime and data loss. When a problem cannot be solved using other methods, restoring a production instance from backup is a final option. ServiceNow can restore an instance to any point in time, regardless of when a backup is completed. ServiceNow provides customer support 24 hours a day, 7 days a week for assistance with critical post-upgrade issues. Note: ServiceNow does not perform on-demand backups. Instances are automatically backed up daily during non-peak business hours on schedules defined by ServiceNow. The timing of existing backup schedules is not adjusted. Testing throughout upgrades Testing is an integral portion that occurs after each instance is upgraded. After you upgrade an instance, test and validate it. This instance naming convention assumes that you have three ServiceNow instances. If you have three instances, upgrade your instances in this order: Development Test Production If you have more or less than three instances, or if you are using Team Development, these instance labels will be different. In general, upgrade your instances furthest from production towards your production instance. Instance Type of testing required Development Run a validation test. Test For extra testing coverage, you can also conduct user acceptance testing (UAT) on your non-production instances. Production Conduct UAT. If you encounter any post-upgrade issues, document the issue's conditions, steps to reproduce the issue, and your customizations. Contact ServiceNow Customer Support to open an incident for each issue, and provide this information accordingly. ServiceNow Customer Support is available 24 hours a day, 7 days a week to assist you with any questions or issues. Upgrade your instanceUpgrading and patching your instance requires planning, testing, and validation. To ensure a safe and effective upgrade, read the release notes, create upgrade plans, and test your upgrade on sub-production instances before upgrading your production instance.Upgrade and migration tasks by application or featureComplete the upgrade tasks where necessary to prepare an application or feature for the upgrade process, and complete appropriate migration tasks after the upgrade to protect your data and customizations from changes to the system.Upgrade planning checklist (Helsinki)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.