Customer Background
Health Care client which had large IT setup across various cities in United States used ServiceNow for Service Management across various departments including IT, HR, Facility etc. System had multiple integrations and various customization as per business needs. They realized the need of platform upgrade to incorporate the latest ServiceNow feature and be up-to date with System security and Performance. Ripton Solution helped them helped to achieve this without any downtime.
Key Challenges
- Lack of Vision: Client struggled in having a clear vision of what can be achieved from Upgrade including the new features
- Upgrade Planning: Client was struggling in defining clear sequential steps for successful system Upgrade
- Concerns regarding Business Continuity: Client wanted to upgrade the system without any downtime as various application very critical
Ripton’s Approach
Defining Upgrade Strategy
Perform Yearly Version upgrade and following n-1 release to migrate to stable ServiceNow upgrade
Setting Up Upgrade Process
Defining a sequential steps of system clone and upgrading sandbox instance
Performing Upgrade and Test
- Identifying the custom updates and try to move to OOB updates if possible.
- High level regression testing across sub-prod instances and fixing issues so that BAU is kept intact
Identifying What’s New
Identifying areas which can be useful for teams across organization and recom- mend them to ServiceNow platform owner
Key Benefits
Reduced Cost
(30% less than planned)
Expedited Upgrade
(3 weeks of Completion)
Improved Performance & Security
(Maintaining industry standard)
0 Defects
(Keeping BAU intact)
Recommended Items
(List of new features which can be
incorporated)
Conclusion
“One of the most important annual activity of System Upgrade was well planned and executed and we thank Ripton Solution to make this successful keeping our business continuity intact” – CTO, Health Care client