ServiceNow, a leading cloud-based platform, has been helping businesses streamline their IT operations and service management processes for years. As the platform evolves, upgrading to the latest version becomes crucial to take advantage of new features, security enhancements, and performance improvements. In this blog, we’ll explore the considerations you should keep in mind while planning to ServiceNow upgrade from San Diego release to the newer Utah release. By carefully evaluating these factors, you can ensure a successful transition that maximizes the benefits of the upgraded platform.

ServiceNow San Diego

  • Focus Areas: The San Diego release focuses on upgrades and features in App Engine, Automation Engine, Now Platform, Now Mobile, Platform Security, and Financial Services Operations.
  • Target Audience: San Diego’s enhancements cater to various roles, including citizen developers and non-technical users who can create custom applications using low-code, no-code development.
  • Next Experience UI: San Diego introduces a Next Experience UI to enhance productivity with purpose-built workspaces and tools to improve service delivery teams.
  • Mobile Enhancements: The San Diego release includes several mobile usability and user interface enhancements to improve the user experience on mobile devices.
  • Platform Security: San Diego includes updates to Platform Security with features like cloud encryption, SCIM for cross-domain identity management, and PCI configurations control source for enhanced security and compliance management.

ServiceNow Utah

  • Focus: The Utah release offers various upgrades and features across multiple areas of the platform.
  • Next Experience: The Next Experience brings forth notable improvements, such as the Theme Builder, Unified Theming in Mobile Apps, AI Search, and Now Intelligence, all aimed at optimizing processes and workforce efficiency. Mobile: The Unified Theming feature ensures a standardized visual experience across web and mobile applications.
  • Platform Security: The ServiceNow Log Export Service ensures seamless log integration into third-party analytics solutions.
  • Customer Experience: Enhanced Customer Service Management and Field Service Management, reducing costs and improving efficiency.
  • Technology Excellence: Offers improvements in IT Service Management, IT Operations Management, Configuration Management Database, and IT Asset Management for better IT operations and asset utilization.
  • Integrated Risk Management: Simplified risk management through enhancements in the Operational Resilience Workspace, Common Control Management, and Issues Management.
  • Enterprise Asset Management: Enhanced Enterprise Asset Work Management, Maintenance Automation, and Asset Reclamation.
  • Environmental, Social, and Governance Management: Includes Workday Integration for human capital KPI data ingestion.
ServiceNow Upgrade

Upgrading from ServiceNow San Diego to Utah

As ServiceNow evolves, considering new features, security enhancements, and performance improvements in the latest release is imperative.

Review New Features and Functionality

Take the time to thoroughly review the release notes and documentation for the Utah version. Identify the new features and functionalities introduced in Utah that might impact your existing processes positively. Understand how your current implementation can be improved or optimized.

Conduct a Comprehensive System Assessment

Evaluate your existing customization, integrations, and applications to ensure compatibility with the Utah release. Make a list of customizations that may need adjustments or rewriting to align with the new version.

Test in a Sandbox Environment

First, perform the upgrade in a sandbox or test instance. This step allows you to simulate the upgrade process and test all your customizations and configurations in a controlled environment to resolve them before moving to production.

Plan for Data Migration

During the upgrade process, it’s essential to plan data migration from San Diego to Utah accurately. All your critical data, configurations, and customizations must be carried over smoothly to the new version. Conduct thorough data validation and testing to confirm the integrity of migrated data.

Prepare for User Training

An upgrade from one ServiceNow release to another may introduce changes in the user interface and overall user experience. Training and communication with your users will help them become familiar with the new version’s features and functionalities.

Test Performance and Scalability

Before deploying the upgraded instance to production, thoroughly test its performance and scalability under different loads. A smooth upgrade should not compromise the platform’s response time or stability.

Consideration for Third-Party Integrations

Verifying whether third-party integrations are compatible with the Utah release is critical. Reach out to your integration providers to confirm their compatibility and plan any necessary updates or changes.

Backup and Rollback Plan

Always have a comprehensive backup strategy before starting the upgrade. In the event of unforeseen issues or errors during the upgrade, having a reliable rollback plan can minimize downtime and data loss.


Upgrading from ServiceNow’s San Diego release to Utah is a strategic decision that requires careful planning and execution. You can ensure a successful upgrade process by reviewing new features, conducting system assessments, testing in a sandbox environment, and preparing your users for the change. Remember to focus on data migration, performance testing, third-party integrations, and backup plans to safeguard your business continuity. A well-executed upgrade will empower your organization to leverage the latest capabilities of the ServiceNow platform and drive greater efficiency and productivity across your IT operations and service management processes.

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