ServiceNow Release Timeline & Upgrade Guide

1 Release Naming Convention & History

ServiceNow follows a unique naming convention for its platform releases. According to the official ServiceNow community documentation, all releases are named alphabetically after famous cities around the world, starting with the letter A.

Aspen was the first city-named ServiceNow version released in 2011, and this tradition has continued through 26 releases up to Zurich in 2025. After Zurich completes the alphabet, ServiceNow will transition to using country names starting with Australia in 2026.

Release Cadence

ServiceNow maintains a consistent release schedule:

• Two major releases per year: Typically in Q2 and Q4
• Service packs: Follow major releases to address early issues
• Store updates: Ongoing updates between major releases

Support Policy (N-1 Model)

Understanding ServiceNow's support policy is crucial for upgrade planning. As detailed in Plat4mation's ServiceNow releases guide:

• N (Current Release): Fully supported with patches and updates
• N-1 (Previous Release): Supported until the next major release
• Older versions: No longer receive patches or security updates

2 Complete Release Timeline (2011-2025)

Here is the complete history of ServiceNow releases based on official ServiceNow documentation:

3 Recent & Upcoming Releases (2024-2026)

According to the ServiceNow community forum on 2026 releases, here's what to expect:

4 Xanadu Release Highlights (September 2024)

The Xanadu release, announced on September 10, 2024, represents ServiceNow's biggest AI release to date. According to the official ServiceNow press release, it features actionable AI innovations across the platform.

Key Features

1. Agentic AI

The main attraction is Agentic Artificial Intelligence, which operates with a higher degree of autonomy than traditional AI. Unlike simple question-answering systems, Agentic AI can take initiative without relying solely on human-generated prompts.

2. Now Assist Skill Kit

Enables customers and partners to build, test, configure, and publish custom GenAI skills and prompts. Organizations can assign custom skills to AI Agents for handling manual tasks.

3. RaptorDB Pro

ServiceNow's next-generation database offering:

• 53% improvement in general transaction times
• 27x faster execution of queries and analysis
• Designed for unprecedented speed and scalability

4. ServiceNow IDE

New integrated development environment for Visual Studio developers, accelerating application development on the Now Platform.

5. Data Visualization Generation

The first analytics skill makes it easy to get information about data without deep knowledge of data sources. Users can dynamically generate chart types and add visualizations to existing dashboards.

6. Microsoft Copilot Integration

The integration brings Copilot for Microsoft 365 to ServiceNow customers, enabling unified experiences between Now Assist and Microsoft Copilot.

7. Security Operations Enhancements

Now Assist for Security Operations allows analysts to summarize security incidents with context on threat and impact, significantly reducing mean-time-to-contain.

5 Yokohama Release Features (March 2025)

Released on March 12, 2025 (with early availability on January 30), the Yokohama release focuses on AI agent orchestration and governance. According to ServiceNow's official Yokohama blog, it makes embedding AI where work happens easier than ever.

AI Agent Orchestrator

Described as a "master brain" and "AI agent control tower," the AI Agent Orchestrator coordinates AI agents across multiple functions and workflows. As covered in Constellation Research's analysis, it understands everything about the ServiceNow platform and every incident ever generated.

AI Agent Studio

Now available with enhanced capabilities:

• Guided instructions for configuring new AI agents using natural language
• Built-in guardrails, workflows, and tools
• Optimized onboarding and monitoring

AI Governance Application

A centralized workspace for AI Stewards featuring:

• AI Inventory: Unified AI asset data model
• Privacy management: Bias and toxic content risk controls
• Compliance oversight: Governance business processes

50+ New AI Agent Integrations

According to Diginomica's coverage, specialized AI agents are now available for SecOps, change management, IT, CRM, HR, and more - capable of autonomously handling tasks with minimal human intervention.

Now Assist Enhancements

• AI Search with Genius Results: Improved incident deflection with actionable suggestions
• Voice Input: Greater accessibility across the platform
• Content Studio and Creator: Faster content generation

Internal Results

ServiceNow's internal AI agent usage shows impressive results:

• 80% improvement in case deflection rates
• 99% faster answers to seller questions vs. request tickets
• 20% productivity increase across HR and IT support

6 How ServiceNow Upgrades Work

A ServiceNow upgrade migrates your instance to a newer version of the platform. According to FlyForm's complete upgrade guide, this includes updates to the underlying infrastructure, database schema, and application code.

Upgrade Components

• Platform Infrastructure: Core system updates and security patches
• Database Schema: New tables, fields, and relationships
• Application Code: Updates to built-in applications
• New Features: Functionality introduced in the release
• Bug Fixes: Resolution of known issues

Upgrade Process Flow

# Typical upgrade sequence

1. Clone Production → Sub-production instances
2. Upgrade DEV instance first
3. Review and resolve skipped records
4. Run ATF tests for regression testing
5. Upgrade TEST instance
6. Conduct User Acceptance Testing (UAT)
7. Upgrade PRE-PROD for final validation
8. Schedule Production upgrade window
9. Execute Production upgrade
10. Post-upgrade validation and monitoring

ServiceNow Upgrade Center

The Upgrade Center runs on the Now Platform and simplifies how you preview, assess, and monitor upgrades. Key features include:

• Preview: See potential impacts before upgrading
• Upgrade Plans: Reduce upgrade time with structured planning
• Monitoring: Track progress and issues during upgrade

Understanding Skipped Records

Skipped records occur when customized Out-of-the-Box (OOB) records conflict with updates in the new release. As explained in the ServiceNow developer blog on reducing skipped records, ServiceNow "skips" these records to preserve your customizations.

// Skipped Record Resolution Options

// Option 1: Retain Customization
// Do nothing - your custom version is preserved

// Option 2: Revert to Base System
// Accept ServiceNow's new version, lose customization

// Option 3: Merge Changes
// Combine base system changes with your customizations
// Use "Resolve Conflicts" to compare and merge

MID Server Auto-Upgrade

When an instance is upgraded, MID Servers pointing to that instance automatically attempt to upgrade to the same version. The MID Server pre-upgrade readiness checklist recommends validating 1-2 weeks before scheduled upgrades.

7 Upgrade Best Practices

Based on ServiceNow's official upgrade methodology and INRY's 10 technical best practices, here are essential guidelines:

1. Pre-Upgrade Planning

• Review Release Notes: Understand new features, enhancements, and fixes
• Align with business objectives: Ensure the upgrade meets organizational needs
• Identify risks: Prepare mitigation strategies
• Document current state: Baseline your customizations

2. Timing Recommendations

According to Perspectium's 2025 upgrade guide:

• Wait 30 days after general availability for stability
• Consider waiting for first service pack to avoid early issues
• Patch 2 adoption provides even better stability

3. Instance Upgrade Sequence

4. Clone Before Upgrading

Always clone production to sub-production instances before upgrades. This ensures consistency across environments and reduces surprises when upgrading production.

5. Communication Strategy

• Before: Inform stakeholders about schedule, process, and impact
• During: Provide status updates on progress
• After: Notify users about new features and changes

6. Testing Strategy

Create test scripts before performing upgrades. Use the ServiceNow Automated Test Framework (ATF) to avoid manual testing and enable multiple test runs.

7. Handle Skipped Records Properly

Based on the ServiceNow guide on prioritizing skipped updates:

• Priority 1-2: Review immediately - may contain security or performance changes
• Priority 3-4: Review within upgrade window
• Priority 5: Often safe to mark as reviewed without changes

8. Post-Upgrade Activities

• Clone DEV and TEST after upgrading production
• Monitor system performance
• Gather user feedback
• Measure KPIs and adoption of new features

8 Upgrade Do's and Don'ts

Do's (Best Practices)

• Do clone production before upgrading sub-production: Ensures consistency and reduces production surprises
• Do review release notes thoroughly: Understand what's changing before you upgrade
• Do wait for the first service pack: Typically 30 days after GA for stability
• Do create ATF tests before upgrading: Automated regression testing saves time and catches issues
• Do document all customizations: Know what you've changed before an upgrade
• Do prioritize P1 and P2 skipped records: These may contain critical security or performance changes
• Do communicate with stakeholders: Before, during, and after the upgrade
• Do have a rollback plan: Prepare for unforeseen issues with backup strategies
• Do validate MID Servers 1-2 weeks before: Run pre-upgrade readiness checks early
• Do use scoped applications: Isolate customizations to reduce upgrade conflicts

Don'ts (Common Mistakes)

• Don't skip version releases: Skipping multiple versions increases risk and complexity
• Don't upgrade production first: Always start with the instance furthest from production
• Don't ignore skipped records: Unresolved conflicts can cause issues later
• Don't modify OOB records directly: Use custom views and scoped applications instead
• Don't upgrade without testing: Manual or automated, testing is essential
• Don't forget to clone after production upgrade: Keep all instances in sync
• Don't rush the upgrade: Allocate sufficient time for each phase
• Don't run ATF in production: ATF can modify records and cause outages
• Don't fall behind on releases: Running unsupported versions risks security vulnerabilities
• Don't assume auto-upgrade will work: MID Servers need verification before instance upgrades

9 Common Upgrade Problems & Solutions

Based on ServiceNow's official troubleshooting guide and community experiences, here are the most common upgrade issues:

1. Upgrade Not Starting or Finishing

Solutions:

• Check system requirements and available resources
• Review upgrade logs for specific errors
• Contact ServiceNow Support with instance details
• Reference KB0678054 - Instance Upgrade FAQ

2. MID Server Upgrade Failures

According to the MID Server upgrade troubleshooting guide, common issues include:

• Service Account Permissions: Account lacks permission to restart services
• LocalSystem account: Don't run MID Server as LocalSystem
• PowerShell Execution Policy: Can cause "null (vnull)" capabilities
• Insufficient resources: Need minimum 10GB disk space, 4GB RAM

# MID Server Pre-Upgrade Checklist
1. Verify service account has admin permissions
2. Check disk space: minimum 10GB free
3. Verify RAM: minimum 4GB available
4. Test PowerShell execution policy
5. Ensure not running as LocalSystem
6. Run validation 1-2 weeks before upgrade

3. Excessive Skipped Records

Causes:

• Heavy customization of OOB records
• Direct modifications instead of custom views
• Outdated customizations no longer needed

Solutions:

• Use KB0955553 to resolve skipped update records
• Create custom views instead of modifying defaults
• Use scoped applications for new functionality
• Audit and retire outdated customizations

4. Custom Application Issues After Upgrade

Per KB2395497, common post-upgrade application issues include:

• Claimed files warnings: Resolve file ownership conflicts
• Validation failures: Update application to meet new standards
• Partial installations: May require reinstallation

5. Performance Degradation After Upgrade

Solutions:

• Run instance health checks
• Review slow query logs
• Check for new features consuming resources
• Consider RaptorDB Pro for performance improvements
• Monitor via Performance Analytics

6. Integration Breakages

Common causes:

• Deprecated APIs removed in new version
• Changed authentication methods
• Modified REST endpoints

Prevention:

• Review release notes for API changes
• Test all integrations in DEV/TEST first
• Use versioned APIs where available

Key Support Resources

10 ATF Testing for Upgrades

The ServiceNow Automated Test Framework (ATF) is essential for upgrade testing. Organizations using ATF report up to 90% reduction in testing effort.

Why ATF for Upgrades?

• Consistency: Same tests run the same way every time
• Speed: What takes 3 weeks manually completes in half a day
• Regression capture: Identify issues before they reach production
• 600+ Quick Start Tests: Pre-built tests validate core functionality

ATF Best Practices for Upgrades

Key practices for effective ATF testing during upgrades:

Before Upgrade

• Create comprehensive test suites for each module
• Run baseline tests to establish expected results
• Document any known failures or exceptions

After Upgrade

• Run the same test suites to capture regressions
• Compare results against baseline
• Investigate any new failures

Test Organization Tips

// ATF Test Suite Organization

// 1. Group tests by business process
Test Suite: Incident Management
  ├── Test: Create Incident
  ├── Test: Assign Incident
  ├── Test: Resolve Incident
  └── Test: Close Incident

// 2. Use meaningful naming conventions
Pattern: [Module]_[Feature]_[Action]
Example: ITSM_Incident_CreateFromPortal

// 3. Build reusable test steps
// Avoid repeating UI tests - use server-side steps instead

Environment Considerations

Recommended ATF configuration for production:

• Install ATF plugin but disable via properties
• Disable test cases and suites
• Prevents accidental execution after cloning

Quick Start Tests

ServiceNow provides over 600 pre-built Quick Start Tests that validate core functionalities after upgrades. Use these to quickly identify potential issues before they impact your live environment.

Parallel Test Execution

• Run tests that create their own data to prevent conflicts
• Mark dependent tests as mutually exclusive
• Reduces overall testing time significantly

What NOT to Use ATF For

• Load testing: ATF is not designed for performance testing
• Frequently changing features: Wait until features stabilize
• Production environment: Never run ATF in production

Key Takeaways

ServiceNow's release cycle and upgrade process can be complex, but following best practices ensures smooth transitions:

1. Stay within N-1 support: Never fall more than one version behind
2. Plan thoroughly: Review release notes and allocate sufficient time
3. Follow the sequence: DEV → TEST → UAT → PROD
4. Clone before upgrading: Maintain consistency across instances
5. Use ATF: Automated testing reduces risk and effort by 90%
6. Address skipped records: Prioritize P1/P2 items immediately
7. Communicate: Keep stakeholders informed throughout
8. Document everything: Track customizations and upgrade decisions

With the transition from city names (ending with Zurich) to country names (starting with Australia in 2026), ServiceNow continues to evolve while maintaining its commitment to innovation, particularly in AI-driven capabilities with features like AI Agent Orchestrator and the AI Governance application.