Upgrade Guide - ServiceNow Express to IT Service Management As an existing ServiceNow customer, your ServiceNow Express instance will be upgraded to a ServiceNow ITSM 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. # How to Prepare 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 your upgraded instance will continue to operate exactly as before. Requestor and fulfiller users will not notice any changes. The upgrade will be tested first on a sub-production instance, cloned from your production instance. You will be asked to validate that the upgraded sub-production instance is functional, before proceeding with the production upgrade. 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. Prior to the upgrade, your ServiceNow System Administrators should become familiar with some of the new capabilities offered by ServiceNow ITSM. Links to useful learning resources are provided in the “Welcome to ServiceNow ITSM” section of this guide. In preparation of the upgrade, one or more ServiceNow System Administrators should allocate 10 hours of combined time required to complete the upgrade process, including participating in the upgrade activities, knowledge transfer, configuration decision-making and sub-production validation. Timely and comprehensive sub-production validation is particularly critical for a successful production upgrade. You should not plan any updates or rollouts during the upgrade window provided by ServiceNow. # The Upgrade Process The upgrade process involves the following activities:

Kick-off call with ServiceNow and Customer to review the entire upgrade process (1 hour). Any ServiceNow System Administrators or other resources that will be developing on the new ITSM instance should attend this kick-off call.

ServiceNow’s creation of a sub-production instance, by upgrading a cloned copy of your ServiceNow Express production instance to ServiceNow ITSM.

Customer’s validation of the sub-production instance.

First knowledge transfer call with ServiceNow and Customer (2 hours), including scheduling of production instance upgrade.

ServiceNow’s application of upgrade to production instance, from ServiceNow Express to ServiceNow ITSM instance.

NOTE: DURING THE PRODUCTION UPGRADE, THE INSTANCE MAY BE UNAVAILABLE FOR UP TO TWO HOURS

Second knowledge transfer call with ServiceNow and Customer (2 hours), including Customer’s final confirmation of upgrade completion.

The below diagram highlights the various steps of the process:

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

Several advanced ServiceNow ITSM feature (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 converted instance (e.g. workflow samples). 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 instance. 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:

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.

# Welcome to ServiceNow ITSM 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 your Express Forum login does not transfer automatically to the Community, so we suggest you register following the link on the Welcome page:

Training and Documentation Product documentation can be found on the ServiceNow Product Documentation site, and is organized by release (Helsinki, Istanbul, Jakarta). 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.

APPENDIX A –ServiceNow ITSM Plugins Inactive After Upgrade from ServiceNow Express 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) 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)