Even well-prepared teams run into problems during ServiceNow upgrades. Many of these challenges are predictable and avoidable if you know what to look for.
1. Skipped changes accumulating over time
Every time an upgrade encounters a customized out-of-box record, it skips the platform update. Over multiple upgrade cycles, skipped changes accumulate. A thorough review of the skipped changes log before each upgrade is essential.
2. Deprecated API usage in custom scripts
Scripts written years ago may rely on methods removed or altered in newer releases, causing silent failures post-upgrade. Manual code review of heavily customized areas is worth the investment before a major upgrade.
3. Integration breakage
REST and SOAP integrations built against specific ServiceNow APIs can break when those structures change. Every integration should be included in regression testing — not just the ones you suspect might be affected.
4. Scoped application conflicts
Verify that all Store applications are on versions certified for the target release, and review internal scoped apps for dependency on any changed platform APIs.
5. Insufficient test coverage
Many upgrade problems are not discovered until after go-live because testing was too narrow. ATF coverage helps — but tests must be written before the upgrade.
6. Underestimating remediation effort
Scope upgrade projects based on the complexity and criticality of affected areas, not just the count of skipped changes.