ServiceNow Release Timeline & Upgrade Guide

01 Release Naming Convention & History

ServiceNow follows a unique naming convention for its platform releases. According to the official ServiceNow community documentation, releases were 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 continued through 26 releases up to Zurich in 2025. With the alphabet complete, ServiceNow transitioned to country names starting with Australia, which reached general availability on May 5, 2026. Brazil is the second country-named release.

Release Cadence

ServiceNow maintains a consistent release schedule:

• Two major releases per year: Exact quarters vary by year - recent cycles landed in Q1/Q3, while 2026 follows a Q2 (Australia) and Q3/Q4 (Brazil) pattern
• 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. The N and N-1 pattern below is a common planning guide, not a dated support statement; confirm your release's support status with ServiceNow. See the ServiceNow versions and releases reference:

• N (Current Release): The release most teams plan to be on - as of November 9, 2026, Australia is the latest release with a published GA date (May 5, 2026); Brazil is the newest release on the versions page
• N-1 (Previous Release): The release before the current one; on that pattern Zurich is the release before Australia. The versions page lists no support dates, so confirm with ServiceNow
• Older versions: Check the support status before you stay on one. ServiceNow's Xanadu docs carry the banner "The Xanadu release is no longer supported."

02 Complete Release Timeline (2011-2026)

Here is the complete history of ServiceNow releases - 26 city-named versions plus Australia and Brazil, the first two country-named releases - based on the official ServiceNow versions and releases page:

Notable date details: Kingston went GA on November 16, 2017; Washington DC on March 20, 2024; Yokohama on March 12, 2025; Zurich in September 2025; Australia on May 5, 2026; and Brazil feature early availability on September 24, 2026 (no GA date on the available versions page).

03 Recent & Upcoming Releases (2024-2027)

On November 9, 2026, Australia (GA May 5, 2026) was the latest release with a published GA date, and Brazil was the newest on the versions page. Sources: the ServiceNow community forum on 2026 releases, the Australia GA release thread and the available versions page. The schedule:

04 Xanadu Release Highlights (September 2024)

The Xanadu release, announced on September 10, 2024, represented ServiceNow's biggest AI release to that date. According to the official ServiceNow press release, it features actionable AI innovations across the platform. ServiceNow's Xanadu docs carry the banner "The Xanadu release is no longer supported." If you are still on Xanadu, upgrading is urgent.

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 pulling of reports, analytics, and list views
• 3x transactional throughput
• Designed for unprecedented speed and scalability

4. ServiceNow IDE

New integrated development environment, 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.

05 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. Check Yokohama's support status with ServiceNow and plan your move to Zurich or Australia.

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.

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

06 Zurich Release (September 2025) - The Final City

Zurich went generally available in September 2025 (Q3), closing out ServiceNow's alphabetical city-naming tradition that began with Aspen in 2011. The official Zurich release highlights document the major themes:

Key Zurich Capabilities

• Build Agent: AI-assisted application building on the Now Platform
• Developer sandboxes: Isolated environments for safer development and experimentation
• Zero Copy Connectors: Access external data without duplicating it into the instance
• Workflow Data Fabric Hub: A central hub for connecting enterprise data to workflows
• Vault Console: Consolidated security and data protection management
• Machine Identity Console: Governance for non-human (machine) identities

07 Australia Release (May 2026) - The First Country Name

Australia is the first ServiceNow release with a country name. It reached early availability on March 12, 2026 and general availability on May 5, 2026, launching alongside Knowledge 2026. Brazil's feature early availability followed on September 24, 2026. See the Australia GA release thread and the Australia release detailed guide on the ServiceNow community.

Key Australia Capabilities

• AI across core workflows: Expanded AI capabilities in HR Service Delivery (HRSD), ITSM, Enterprise Architecture, and Customer Service
• Platform Analytics: Replaces legacy dashboards as the analytics experience
• ServiceNow Otto: The Australia highlights say "As of version 29.2.11 ServiceNow Otto is the new AI experience brand." and "Your product entitlements remain unchanged."
• ServiceNow Studio: "As of version 29.2.11, ServiceNow IDE capabilities have been merged into ServiceNow Studio under the new Explorer tab"
• Workflow Studio: "Compare two flow histories to see what content was added, removed, and updated."
• Form Designer: "Starting with the Australia release, Form Designer is being prepared for future deprecation. It will be hidden and no longer available for activation but will continue to be supported."

Quotes are from ServiceNow's Highlights for all Australia features and products (page showed "Updated October 8, 2026", read in October 2026).

Knowledge 2026 Announcements

Australia's GA coincided with Knowledge 2026, where ServiceNow presented its "Autonomous Workforce" theme. As reported by Fortune's Knowledge 2026 coverage:

• AI Specialists: Role-scoped AI agents - the IT specialist went GA in June 2026, with security and risk specialists following in September 2026
• AI Control Tower: Now included by default for governance of AI across the enterprise

08 Brazil Release (September 2026) - The Second Country Name

Brazil is the second country-named release. ServiceNow's available versions page ("Updated November 5, 2026", read November 9, 2026) lists "Brazil security and notable fixes" as "Feature Early Availability" dated 2026/09/24 with availability "Unavailable", "Brazil Patch 1" on 2026/10/08 ("Unavailable"), "Brazil Patch 1 Hotfix 1" on 2026/10/15 ("Available to Early Availability customers") and "Brazil Patch 2" on 2026/11/05 ("Available"). No row says GA, so this guide gives no Brazil GA date.

The developer portal banner read (October 19, 2026): "We recommend upgrading to our latest release Brazil so that you get access to the latest features and functionalities." The public "What's New in the Latest Release" page still described the Australia release on October 20, 2026.

Highlights for Change Managers, Admins and Developers

The rows below are quoted from ServiceNow's New features and products in Brazil release notes (read October 20, 2026).

• Change lockdown: "Change lockdown allows change managers to pause all or a subset of in-flight change requests. Use it during major unplanned IT, critical, or financial events."
• State field policies: "Use state field policies to make change request fields mandatory or read-only at each state in a change model. Policies are enforced on the form when a change request is created or updated."
• Compliance dynamic schema: "Store risk and compliance details on change requests without adding columns to the Change Request table."
• Flow debugging: "Flow input modification during debugging Modify input configuration values while debugging a flow."
• ServiceNow Studio: "Use the pro option with all features, vibe mode with minimal components, or custom, to choose your own."
• Developer Sandboxes: "All instances now get four free sandboxes per non-production instance to try out Developer Sandboxes."
• AI security: "Enforce deny-by-default access control for agentic AI record types ... for newly activated ServiceNow instances. In previous releases, these types defaulted to allow access."

09 How ServiceNow Upgrades Work

A ServiceNow upgrade migrates your instance to a newer version of the platform. 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 to 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.

10 Upgrade Best Practices

Based on ServiceNow's official upgrade methodology and widely used field 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

A common field practice among ServiceNow teams (not official ServiceNow guidance) is to:

• Wait 30 days after general availability for stability
• Consider waiting for the 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

The ServiceNow guide on prioritizing skipped updates color-codes skipped updates by priority, from P1 (red) through P5 (green). A commonly used field practice for triaging them:

• Priority 1-2: Review first - higher-priority items are more likely to affect security or performance
• Priority 3-4: Review within the upgrade window
• Priority 5: Lowest impact - review last

8. Post-Upgrade Activities

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

11 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: A common field practice is to wait about 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: Higher-priority items are more likely to matter for security or performance
• 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: Xanadu is documented as no longer supported - running unsupported versions risks security vulnerabilities
• Don't assume auto-upgrade will work: MID Servers need verification before instance upgrades

12 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

13 ATF Testing for Upgrades

The ServiceNow Automated Test Framework (ATF) is essential for upgrade testing. ServiceNow's published guidance cites up to a 90% reduction in testing effort for organizations using ATF.

Why ATF for Upgrades?

• Consistency: Same tests run the same way every time
• Speed: Per ServiceNow's published guidance, what takes 3 weeks manually can complete 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

14 Frequently Asked Questions

15 Abbreviations & Glossary

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: As a planning guide (not a dated support statement), aim to stay on the current release or the one before it, and confirm your release's support status with ServiceNow (the available versions page of November 5, 2026 lists no support dates)
2. Plan thoroughly: Review release notes and allocate sufficient time
3. Follow the sequence: DEV, then TEST, then UAT, then PROD
4. Clone before upgrading: Maintain consistency across instances
5. Use ATF: Automated testing can cut testing effort by up to 90%, per ServiceNow's published guidance
6. Address skipped records: Triage higher-priority (P1/P2) items first
7. Communicate: Keep stakeholders informed throughout
8. Document everything: Track customizations and upgrade decisions

The transition from city names (ending with Zurich) to country names is now complete - Australia went GA on May 5, 2026, Brazil feature early availability began on September 24, 2026, and Canada is planned for Q2 2027. ServiceNow continues to evolve while maintaining its commitment to innovation, particularly in AI-driven capabilities with features like the AI Agent Orchestrator, AI Control Tower, and role-scoped AI Specialists.

Related Reading

Continue your ServiceNow learning journey with these related guides:

• ServiceNow GlideRecord CRUD Guide - Developer tutorial covering create, read, update, and delete operations with GlideRecord
• ServiceNow ITSM Complete Beginner's Guide - Incident, problem, and change management fundamentals on the Now Platform
• ServiceNow Strategic Portfolio Management (SPM) Complete Guide - Portfolio planning, demand management, and agile delivery
• CMDB Complete Guide: From Beginner to Advanced - Configuration Management Database concepts, CI classes, and health best practices