ITSM Customer Experience Webinar Series

End-of-Life (EOL) Upgrades

April 12, 2017

Denise Kennington, Senior Program Manager, ServiceNow

Karen Cangialosi, Customer Experience Manager, ServiceNow

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Your Speakers
Denise Kennington is a Senior Program Manager at ServiceNow. She
manages the Quarterly Patching Program and End-of-Life upgrades.
Denise has been with ServiceNow for over a year and her focus is to
ensure the highest levels of security, availability, and performance by
maintaining all instances on secure versions.

Karen Cangialosi is an ITSM Customer Experience Manager at

ServiceNow. Karen has more than 20 years of experience in working for
software companies in a variety of roles from user experience to
business operations to customer experience. Shes been with
ServiceNow for over two years. Her current focus is to improve the
overall experience for ITSM customers by identifying customer pain
points and then providing solutions to help them realize value.

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Audience

This webinar is intended for:

ServiceNow administrators

Business process owners, project managers

Implementation specialists

Partners

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Agenda
Overview of the EOL Upgrade program

Upgrade cadence

Upgrade communications

Planning for an upgrade

Additional tools and resources

Q&A
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Housekeeping
Attendee lines are muted.
During the live webinar, use the Q&A Panel to ask questions and direct them to
All Panelists (default).

Survey Please fill out the short survey at the end and help us with your
feedback.
If you are watching the recording, ask questions by posting comments on the
webinar page (on ITSM Community).

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End-Of-Life Upgrade Program

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 Supported Versus Unsupported Releases & End-Of-Life
No longer
Supported Releases supported
when new
family
releases.

Helsinki Geneva
Istanbul
Fuji
The unsupported family is now End-Of-Life.
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What Does Unsupported or EOL Mean?

Its Business As Usual With A Few Caveats

You can still call Support. Patches have ended.

Defect correction is in supported

versions only.
You can still file incidents.

SLAs not applicable.

Definition of Unsupported: Knowledge Base Article on HI

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Key Tenets of the EOL Upgrade Program

Customers gain Upgrades are Customers have

Instances moved
the latest mandatory, but the flexibility
to supported
features, customers are to select a
performance, and more encouraged to
secure target
and availability upgrade upgrade
benefits. versions. earlier. version.

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EOL Upgrade Cadence for Customers

Istanbul Jakarta* K*

Q1 Q2 Q3 Q4

EOL = Fuji EOL = Geneva EOL = Helsinki

Fuji Geneva
Upgrades Upgrades*
* Note these are estimated date ranges.

ServiceNow recommends customers plan ahead.

A new family is released every 6 months
And a corresponding family becomes EOL.

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Fuji Communication Timeline

The intent is to notify our customers early to allow time to plan for the upgrade.

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Avoiding Surprises: Informing Customers of Upcoming Upgrades
In Your Email Inbox & In HI:

Upgrade date
and CHG
notifications to
impacted
customers

HI Banner
Posting

EOL Upgrade
Communications

Quarterly patch
target
announcement
Community
Posting

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 Avoiding Surprises: Informing Customers of Upcoming Upgrades

Upgrade date
and CHG
notifications to
impacted
customers

HI Banner
Posting

EOL Upgrade
Communications

Quarterly patch
target
announcement
Community
Posting

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Who Receives Announcements & Change Notifications?

Company
Record in HI

Customer administrators
maintain these fields to ensure
we have current email
addresses.
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 How Customers Can Communicate with the EOL Upgrades Team

The Patching and Upgrades team is available

to handle all customer questions or concerns
related to the program.
The team can be reached most effectively
through the communication (COM) record.
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 Where Do I Find My COM (Communication) Record?

The COM record is the central

communication point for
patching and upgrades.

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Contact Us Through Your COM Record for All Logistics Questions

Our scheduled
upgrade date is How can I select a
during our change different upgrade
freeze . target version?

Can I reschedule my
upgrade to off- I need help coordinating
hours? patching & upgrades for
all my instances.

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How Do We Choose the Target Upgrade Version?

Latest
patch when
COM sent
ServiceNow
Allows Recommendation
maximum Plan early & choose
time to test the target version that
is right for your
situation.
Can be
customized

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Preparing for an Upgrade
ServiceNow recommends administrators EXAMPLES
walk through the Upgrade Checklist for Based on the release notes,
best practices. determine new functionality or
notable changes that need to be
validated

Create a comprehensive test plan

Upgrade and validate the

development and/or test instance

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What Happens During an Upgrade
Common Questions

Instance is available
during upgrade.

Examples From the Upgrade Checklist

Most users will not notice
any degradation. Prep an upgrade implementation plan

Monitor the upgrade to your instance

Upgrade times vary.
Conduct user acceptance testing

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Resources

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Where to Find Information about Current Releases

The ServiceNow
Product
Documentation site is a
must-have resource.

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Resources Available to Customers for Each Stage of the Upgrade
Prepare For Your Upgrade Support & Community
Upgrade Checklist Support Phone Numbers 24x7!
Upgrade Your Instance ServiceNow Community

Reference Documentation
Definition of Unsupported Release
EOL Upgrades FAQ
Fuji EOL Upgrades
ITSM Guides

Note: some of these resources may require login to HI or our documentation site.

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Q&A

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Questions and Answers
Live Q&A Session
Use WebEx Q&A panel to ask questions

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Thank You
Survey

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