Issue
Upgrading your ServiceNow instance ensures access to the latest features, patches, and security updates. You can manage upgrades through the Now Support portal using tools like the Instances Dashboard and Upgrade Wizard. This article provides a high-level overview and links to step-by-step guides for each part of the upgrade process.
If you’re unable to schedule an upgrade or patch, first check for an existing change request (CHG) in Instances > Instances Dashboard. Only one upgrade CHG is allowed per instance at a time.
Note: Due to ServiceNow security policy, internal employees—including Support and SAM teams—are not permitted to schedule or manage upgrades on behalf of customers.
Watch the Overview Video
Watch this 3-minute video to understand how to schedule, reschedule, and cancel an instance upgrade.
Upgrade Actions & Related Articles
Each upgrade activity is covered in detail in its own KB article. Click the links below to view step-by-step instructions based on your needs:
🔍 Viewing the Instance Upgrade and Patch Information
Learn how to use the Instances Dashboard to view the current version, upgrade status, and scheduled changes.
👉 KB2178914 – Viewing Upgrade and Patch Information
📅 Scheduling an Upgrade for a Production or Non-Production Instance
Step-by-step instructions for manually scheduling an upgrade or patch by choosing from available time slots.
👉 KB2179089 – Scheduling an Upgrade
✏️ Modifying a Scheduled Upgrade or Patch
Learn how to reschedule a previously submitted upgrade or patch via the associated change record.
👉 KB2178897 – Modifying a Scheduled Upgrade
🎯 Modifying Target Version
Update the target version of an upcoming upgrade. Requires access to the change/instance owner account.
👉 KB2178880 – Modifying Target Version
❌ Canceling a Self-Scheduled Change
Cancel a self-scheduled upgrade or patch through the change record if plans have changed.
👉 KB2178892 – How to Cancel a Self-Scheduled Upgrade or Patch
🧭 Using the Upgrade Wizard to Schedule ServiceNow Instance Upgrades
Use the guided Upgrade Wizard for an intuitive and simplified upgrade scheduling experience.
👉 KB2179097 – Upgrade Wizard
Additional Resources
- ServiceNow Patching Program FAQs (KB0696901)
- Upgrade Wizard – User Guide (KB0792425)
- Need Help? Reach out to the Patching and Upgrade Support Team (KB1644913) for further assistance.
