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Phase 1 - Read the release notes and plan your upgrade

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Phase 1 - Read the release notes and plan your upgrade

Before you begin the upgrade process, it is essential to read the release notes for your target version so you understand the required upgrade and migration tasks. This information helps you plan a safe and effective upgrade.

Before you begin

If multiple software versions are involved in your upgrade, be sure to consult the release notes for each version between your current version and the target version.


  1. Read the release notes for your target version. Review upgrade and migration tasks that you will need to complete before or after your upgrade.

    ServiceNow provides release notes for every release. The release notes offer valuable information about new functionality, notable changes, and fixes available in a particular version. Read the Helsinki Release Notes to determine whether the upgrade contains functionality you need and fixes that resolve any issues affecting your instance. The release notes can also help you determine whether items you previously customized are being upgraded. For Helsinki-specific upgrade considerations, see Upgrade and migration tasks by application or feature. Refer to the Known Error Portal to quickly locate Known Error articles related to the various releases.For a downloadable, sortable version of Helsinki fixed problems, see KB0598266.

  2. Complete the preparation and planning tasks in Phase 2 of the Upgrade planning checklist (Helsinki).

    The checklist contains a list of planning tasks that guide you through various aspects of upgrade preparation. You are guided through tasks such as scoping, gathering stakeholders, identifying features to disable and enable, and creating test plans to use throughout the upgrade. Follow these steps to ensure that all aspects of your organization are ready for the upgrade.

  3. Create a comprehensive test plan that includes test cases for all core instance functionality and integrations, including any customizations you may have.

    To efficiently test and evaluate system functionality, create a set of detailed test scripts for your testing team to use. You will use this test plan throughout each instance upgrade.

    Instance Type of testing required
    • Run a validation test.
    • For extra testing coverage, you can also conduct user acceptance testing (UAT) on your non-production instances.
    • Conduct UAT.