ServiceNow Utah is the most recent version in the software updates with a long history of upgrades that reflect the changing industry.  The ServiceNow platform encompasses all areas within an organization and encourages best practices in managing all services as a business and is not limited to serving IT professionals. From mobile applications and updated user interfaces to powerful machine-learning capabilities, ServiceNow’s cloud-based platform is a revolutionary tool that has helped businesses digitally transform their services for years.

The ServiceNow Tokyo release is geared toward enhancing supply chain, asset management, and sustainability capabilities, targeted at CFOs, COOs, and sustainability teams. On the other hand, the ServiceNow Utah release introduces upgrades across various areas, including customer experience, technology excellence, and risk management, specifically focusing on improving enterprise asset management and integrating ESG data.

Key features of ServiceNow Tokyo

The Tokyo release primarily emphasizes supply chain management, enterprise asset management, and environmental, social, and governance (ESG) capabilities.

  • Employee Experience: Tokyo release introduces enhancements to boost employee productivity and engagement, such as Manager Hub, Admin Center, and Issue Auto Resolution.
  • Security and Compliance: It offers AI-powered automation and enhanced data security controls to mitigate cyber threats with the introduction of ServiceNow Vault proactively.
  • Enterprise Asset Management (EAM): It helps businesses maintain oversight over the full lifecycle of their physical assets and optimize inventory levels.
  • Supplier Lifecycle Management (SLM): A solution to simplify work with suppliers using digitized workflows and third-party intelligence integration for streamlined supplier activities.
  • Environment, Social, and Governance (ESG) Management: A new solution for organizations to efficiently manage sustainability goals, collect auditable data, and calculate greenhouse gas emissions.

Key features of ServiceNow Utah

The Utah release offers various upgrades and features across multiple areas of the platform.

  • Next Experience: Introduces enhancements like Theme Builder, Unified Theming in Mobile Apps, AI Search, and Now Intelligence for process and workforce optimization.
  • Mobile: Unified Theming ensures a consistent visual experience across web and mobile apps.
  • Platform Security: Introduces ServiceNow Log Export Service for seamless log incorporation into third-party analytics solutions.
  • Customer Experience: Enhancements in Customer Service Management and Field Service Management to reduce costs and improve 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 optimization.
  • Integrated Risk Management: Enhancements in the Operational Resilience Workspace, Common Control Management, and Issues Management to simplify risk management.
  • Enterprise Asset Management: Introduces enhancements for Enterprise Asset Work Management, Maintenance Automation, and Asset Reclamation.
  • Environmental, Social, and Governance Management: Includes Workday Integration for human capital KPI data ingestion.

As seen above, ServiceNow Tokyo focuses on supply chain management, asset management, and ESG capabilities, targeting the C-Suite. In contrast, ServiceNow Utah brings upgrades and features across various areas, catering to citizen developers with low-code features, hyper-automation, and unified theming.

If your organization is considering upgrading from ServiceNow Tokyo to Utah, careful planning and executing the upgrade is vital.

Things to consider while upgrading to ServiceNow Utah from Tokyo

You can ensure a seamless transition and take full advantage of the latest capabilities that ServiceNow Utah offers through the below best practices:

Pre-Upgrade Assessment

Before diving into the upgrade process, identify the customizations, third-party integrations, and specific features your organization relies on, so you can anticipate potential challenges and make the necessary adjustments to ensure compatibility with the Utah version.

Review Release Notes and Documentation

ServiceNow provides detailed release notes for each new version, including information about new features, enhancements, and deprecated functionalities. Thoroughly review these documents to understand what changes are coming with the Utah release to prepare your teams to adjust their workflows and processes.


Set up a dedicated test environment and conduct thorough testing to ensure that all your existing applications and customizations work seamlessly with ServiceNow Utah, including custom code or scripts, as they may need adjustments due to changes in the platform’s API or functionality.

Plan for Downtime

Plan the upgrade during periods of low user activity to minimize disruptions. Additionally, have a contingency plan in case of unexpected issues during the upgrade process. Regular data backups are essential to safeguard against data loss during the migration.

User Training and Communication

Ensure your team is adequately trained to use these new features efficiently. Develop communication plans to inform users about the upcoming changes, potential downtime, and the benefits they can expect from the upgrade.

Third-Party Integrations

Review your existing third-party integrations and confirm their compatibility with the Utah version. Work closely with third-party providers to address any potential compatibility issues.

Performance and Scalability Considerations

Evaluate the scalability of your infrastructure to accommodate the new version’s demands. Consider load testing to identify potential bottlenecks and optimize system performance.


Upgrading from ServiceNow Tokyo to Utah presents an opportunity to leverage the latest enhancements and features offered by the platform. You can ensure a seamless and successful transition by diligently planning and testing the upgrade. A well-executed upgrade will enable efficient IT service management and deliver a better user experience for both employees and customers alike.