ServiceNow is scheduled to be upgraded to the latest release, code-named Madrid, on Thursday, May 2, at 6:00 p.m. (PT). This upgrade is required for continued vendor support, to support platform security updates, and to enhance mobile functionality.
The ServiceNow upgrade philosophy is to upgrade behind the scenes and provide new features as options that can be deployed according to organizational roadmaps. Our desire is to keep the platform current so that we can plan for the latest features in our roadmaps.
What does this mean for me?
ITIL Fulfillers
While the upgrade will have some changes in certain modules, such as label changes, there is no significant impact expected for ITIL fulfillment workflows (e.g. incident, change, requests).
PPM Users
We do anticipate changes in the PPM suite, specifically Project and Resource Management, and are currently working with process owners to define those changes. Look for training classes available the week of April 22.
Training environment
The ServiceNow training environment will reflect Madrid, following the completion of its upcoming downtime, April 10 at 5:00 p.m. (PT). The ServiceNow team recommends waiting until April 15 before logging in to explore the new environment. Please note that testing and development will continue to occur through go-live.
Next steps
Process subject matter experts have been working to identify changes and the impact to enterprise SOPs. Subsequent communications will be focused on specific processes and any impact the upgrade will have. Please tay tuned for future communications and opportunities to engage with the process owners.
Resources and questions
Visit the ServiceNow Org Readiness portal.