Upgrade Guide

ServiceNow Express to IT Service Management

Version 1.7 – May 16h, 2018

© 2016 ServiceNow, Inc. All rights reserved.

ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc. All other brand and product names are trademarks or registered trademarks of their respective holders. 2

As an existing ServiceNow customer, your ServiceNow Express instance will be upgraded to a ServiceNow IT Service Management instance. This guide provides an overview about what you can expect before, during, and after the upgrade. Please take the time to read this document in its entirety.

Table of Contents

How to Prepare for the Upgrade ..................................................................................................................... 3

The Upgrade Process ....................................................................................................................................... 4

Differences between upgraded instances and out-of-the-box ITSM ................................................................. 5

ServiceNow IT Service Management Resources ............................................................................................... 7

APPENDIX A –ServiceNow ITSM Plugins Inactive After Upgrade ....................................................................... 8

© 2016 ServiceNow, Inc. All rights reserved.

ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc. All other brand and product names are trademarks or registered trademarks of their respective holders. 3

How to Prepare for the Upgrade

No action is required by you within your ServiceNow Express instance in preparation for the upgrade. ServiceNow has designed the upgrade process to maintain business continuity, so all your data and configurations will be preserved, and your upgraded instance will continue to operate exactly as before. Requestor and fulfiller users will not notice any changes. ServiceNow System Administrators will immediately have access to the advanced features and functionalities of the full ITSM solution, so we recommend for them to become familiar with some of these new capabilities. Links to useful learning resources are provided in the “ServiceNow IT Service Management Resources” section of this guide. As explained in details in the following section, the process will take approximately 4 business days and your System Administrator(s) should allocate at least 10 hours of combined time to participate in the upgrade activities, including calls with ServiceNow and sub-production validation. To ensure that notifications from ServiceNow are delivered to the proper recipients, please log into the HI Service Portal and confirm that all contacts in the Manage Accounts page are accurate. Details on how to manage company contacts in HI can be found on this KB article.

© 2016 ServiceNow, Inc. All rights reserved.

ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc. All other brand and product names are trademarks or registered trademarks of their respective holders. 4

The Upgrade Process

ServiceNow will contact you via email 2-3 weeks prior to your scheduled upgrade and will ask you to confirm your general availability within the assigned window. A ServiceNow Remote Services Consultant will then be assigned to assist you and will work directly with you to schedule the various steps of the upgrade. From start to finish, the process will take approximately 4 consecutive business days and involve the following activities:

• ServiceNow’s provisioning of a sub-production instance, as an exact replica of your current Express production instance. ServiceNow will then perform a test upgrade to ITSM on this clone and make it available to you for validation purposes.

• Kick-off and Guided Tour session with ServiceNow (2 hours). Any System Administrators or other resources that will be developing on the new ITSM instance should attend this call.

• Customer’s validation of the upgrade on the sub-production instance. You should test the most common processes (e.g. opening an incident) and make sure that everything is behaving as expected.

• Upgrade of production instance to ITSM, typically performed at 11:00pm of Day 3. Please be aware that during the upgrade, the instance will be unavailable for up to two hours.

• Best Practices Session with ServiceNow (2 hours).

The below diagram highlights the various steps of the process:

Please be aware that production upgrades cannot be scheduled on Friday and Saturday nights.

© 2016 ServiceNow, Inc. All rights reserved.

ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc. All other brand and product names are trademarks or registered trademarks of their respective holders. 5

Differences between upgraded instances and out-of-the-box ITSM

Please be aware that your upgraded instance will not look exactly like an out-of-the-box ServiceNow ITSM instance:

• Several advanced ServiceNow ITSM features (plugins) are inactive by default. Because of this, ServiceNow ITSM applications in the left-hand navigator might be missing until the corresponding plugin is activated (e.g. Service Portal). Please see Appendix A for a list of available plugins that are inactive after the upgrade.

• We strongly advise not to activate all plugins at once, but to understand their purpose and enable only those that provide functionalities you need or want to explore. For instructions on how to activate a plugin, please look at this page on the Documentation site. A detailed list of all ServiceNow ITSM plugins can be found on this page. Some plugins may require additional purchased use rights.

• Some modules might retain the name they had in Express, rather than adopting the default ServiceNow ITSM name (e.g. Catalog Items vs. Maintain Items, under Catalog Definitions).

• Some demo data will not be available in a upgraded instance (e.g. workflow samples).

• Some ITSM ACLs (Access Control Lists) affecting requestors and fulfillers are disabled in order to retain an Express-like experience for these users.

• Some Express exclusive features will continue to exist and function after the upgrade, but customers are encouraged to discontinue their use and take advantage of more powerful options offered by ServiceNow ITSM (e.g. Workflows instead of Execution Plans and Approval Rules).

The above information should be shared with all System Administrators and developers using your instance, to avoid confusion and facilitate use of the upgraded ITSM. What follows is a screenshot showing an out-of-the-box Express instance on the Jakarta release before the upgrade, as it would appear to a System Administrator:

© 2016 ServiceNow, Inc. All rights reserved.

ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc. All other brand and product names are trademarks or registered trademarks of their respective holders. 6

And here the same instance after the upgrade:

The existing UI properties are preserved, including logo and the browser tab title (which by default is “Express from ServiceNow”). However, the list of applications in the navigator, for example, is noticeably different with several additions.

© 2016 ServiceNow, Inc. All rights reserved.

ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc. All other brand and product names are trademarks or registered trademarks of their respective holders. 7

ServiceNow IT Service Management Resources

The ServiceNow ITSM platform offers many more capabilities than ServiceNow Express. ServiceNow has curated the below resources as a helpful launching pad for your ServiceNow users as they begin exploring your upgraded ServiceNow ITSM instance: Product Features Service Portal: Doc, Videos Workflow: Doc, Videos Change Management Risk Assessment and Conflict Detection: Doc Change Advisory Board (CAB) Workbench: Doc, Webinar Service Level Management: Doc, Video Performance Analytics: Doc, Videos Asset Management: Doc, Video Survey Management: Doc Administration Now Platform Administration: Doc Plugin Activation: Doc System Update Sets: Doc Upgrades and Quarterly Patching Program (QPP): Guide System Clone: Doc Scripting: Doc Community ServiceNow ITSM has its own space on the ServiceNow Community. Please be aware that you will need a ServiceNow Account to post on the Community, as the old Express Forum login will not transfer automatically. Training and Documentation Product documentation can be found on the ServiceNow Product Documentation site, and is organized by release (e.g. Helsinki, Istanbul, Jakarta, Kingston). This guide provides links to other documentation resources, whereas this guide lists training resources. HI Service Portal Your ServiceNow HI account(s) will automatically have access to the new administration features of ServiceNow ITSM, and require no manual intervention or activation.

© 2016 ServiceNow, Inc. All rights reserved.

ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc. All other brand and product names are trademarks or registered trademarks of their respective holders. 8

APPENDIX A –ServiceNow ITSM Plugins Inactive After Upgrade

The following list contains the names of all IT Service Management Plugins that are inactive by default after the upgrade from ServiceNow Express.

Please note that some plugins are hidden and cannot be activated directly (e.g. Service Portal Core). They are enabled automatically once a higher-level plugin that depends on them is enabled (e.g. Service Portal for Enterprise Service Management).

Assessments (com.snc.assessment_core) Assessment Designer Common (com.glide.assessment_designer.common) Asset Management (com.snc.asset_management) Best Practice - Change Risk Calculator (com.snc.bestpractice.change_risk) Best Practice - ITIL KPI Reports (com.snc.bestpractice.itil_kpi) Best Practice - Task Survey Management (com.snc.bestpractice.task_survey) Catalog Designer Common (com.glide.ui.ng.cc) Change Management - CAB Workbench (com.snc.change_management.cab) Change Management - Core (com.snc.change_management) Change Management - Standard Change Catalog (com.snc.change_management.standard_change_catalog) Change Management - State Model (com.snc.change_management.state_model) Change Management Workflows (com.glideapp.workflow_change_management) Configuration Management (CMDB Enterprise Edition) (com.snc.cmdb.enterprise) Contextual Security Rules (com.glide.acl.service) Contextual Security: Role Management V2 REST API (com.glide.role_management.inh_count.rest_api) Contract Management (com.snc.contract_management) Data lookup and record matching support for Service Catalog (com.glide.data_lookup.catalog) Depreciation (com.snc.depreciation) installed with Asset Management DHTMLX Scheduler Library (com.snc.dhtmlx.scheduler) Expense Line (com.snc.expense_line) Fixed Asset (com.snc.fixed_asset) Guided Setup for Performance Analytics (com.snc.pa.guided_setup) ITSM Guided Setup (com.snc.guided_setup_metadata.itsm) My Assets (com.snc.asset_myassets) Organization Management (com.snc.organization_management) Problem Tasks (com.snc.problem_task) Role Delegation (com.snc.role_delegation) SCSS Bootstrap Theme (com.glide.ui.scss.bootstrap) SCSS Content Provider (com.glide.ui.scss) Service Creator (com.glide.service-creator) Service Level Management (com.snc.sla) Service Portal - Core (com.glide.service-portal) Service Portal - Knowledge Base (com.glide.service-portal.knowledge-base) Service Portal - Service Catalog (com.glide.service-portal.service-catalog) Service Portal - Service Status (com.glide.service-portal.service-status)

© 2016 ServiceNow, Inc. All rights reserved.

ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc. All other brand and product names are trademarks or registered trademarks of their respective holders. 9

Service Portal Configuration Pages (com.glide.service-portal.config) Service Portal Designer (com.glide.service-portal.designer) Service Portal for Enterprise Service Management (com.glide.service-portal.esm) Service Portal Social QA (com.glide.service-portal.sqanda) Service Portal Surveys (com.glide.service-portal.survey) Software Asset Management Extensions (com.snc.sam) Survey designer (com.glide.survey_designer) User guide (com.glide.user_guide)