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


“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