good morning good afternoon thank you for joining today's webinar build a streamlined project plan for upgrade success let's get started this Safe Harbor notice is just to remind you that this presentation may contain forward-looking statements that are based on our current beliefs at this time and to not make any purchase purchase decisions based off of those forward-looking statements this webinar is part of the live on servicenow series which is a bunch of webinars and meetups and office hours all around helping you speed deployment adoption and Achieve value faster from your servicenow Solutions check out the list of upcoming events by scanning the QR code there's also a link right there in the chat foreign a couple of housekeeping items as you can see um the chat is open for you to use throughout the session I appreciate you guys uh letting us know where you all are joining in from we have quite the audience today from all over the country um as well as I think we've got a couple of folks also joining from um outside the country we got someone from India with us um we've got some other folks in New York I'm also based in New York and it's super cold here today um but it's great to have you all with us so thank you and they're also at the bottom of your screen next to the chat is a q a button please use this to ask your questions along the way um we're here to help and the group is a good size that we'll be able to get through a lot of questions today so please do use that q a button um in today's session will be recorded and shared on the servicenow community so if you missed any links if there's anything you want to go back to um we will share a link today um where you can see that recording and all of the resource links and then after today's session you will be prompted to fill out a short survey once you exit the webinar it'll pop up in your browser we really do appreciate your feedback on that so if you have a chance please do fill it out let us know if you have any suggestions for upcoming events or topics that you'd like to discuss I haven't even introduced myself yet or our guest speakers today my name is shamaya aldostery I support upgrades and adoption here at servicenow and I'm lucky to be joined by Jeff and Thomas today if you both would like to introduce yourselves sure be glad to uh Jeff Allen uh as it slide shows you uh with our customer partner leading practices team so I'm focused on providing guidance to customers and partners and uh prior to that I've spent about nine years leading engagements with customers as a part of servicenow and before servicenow it's been several years as a customer uh yes which of course where I became exposed to servicenow and then joined the team from there so all right good evening from Zurich my name is Thomas I'm a principal product success manager for our now platform I've been in the service no ecosystem for about nine years been on the parking side and customer site four years ago I joined servicenow directly and yeah I've seen a couple of upgrades and I'm always looking forward to it every upgrade means I have new and improved features to use in the future thank you Jeff thank you Thomas if you've ever asked yourself you know what's the best way to do something what's the best way to upgrade if you're like me you'll go to Jeff you'll go to Thomas so we're very lucky to have them both uh with us today to walk through the upgrade project plan so we've got quite the agenda I'll quickly cover the servicenow upgrade policy um Jeff will Deep dive into the upgrade process and provide some best practices there's a really great demo that he'll show us today we also have some resources that we'll cover at the end and as I mentioned before we have saved time for Q a and to keep your questions coming throughout the presentation so if you've seen me before or you've been on an upgrade webinar upgrade event recently you've probably seen this slide before um but let's quickly go over the servicenow upgrade policy so servicenow customers need to be on one of the two most current releases to be on a supported version here support means access to world-class technical help 24 hours a day seven days a week this help also includes support with patches and hot fixes it does mean that customers like yourselves will need to upgrade at least once a year to stay current today the two most current releases are Tokyo which is referred to here on the chart as n and San Diego which is referred to here as n minus 1. so looking at this chart below our customers with n minus one entitlement on Rome or earlier or customers with n minus two entitlement on Quebec or earlier were due for an upgrade to Tokyo in September of this year and for our customers with n minus 2 entitlement on the roam release or n minus one entitlement on San Diego you are due for an upgrade in March of next year um so if you're unsure about your support entitlement you can find this information right on the now support portal or by reaching out to your SC so at servicenow we encourage our customers to upgrade with every release so that they can access the latest Innovations and security enhancements um not only that but you'll also be able to access new products applications and features that come with the new release customers get the best out of service now when they upgrade to the latest release because they will also be able to use a supported version of the platform so this means in addition to 24 7 365 support you'll also get support with specific upgrade patches and hotfixes at no additional cost So based off of what you just heard about and the servicenow upgrade policy um what release family are you on you should see a poll pop up on your screen there I'm hoping we've got some of you who are on Tokyo our release that just came out in September it's okay if you're not if you're maybe that's why you're here today to get prepared to upgrade to Tokyo or maybe you're getting ready for Utah foreign back on Paris oh we've got someone on Paris okay you're missing out on all the fun stuff I need to catch you up all right okay so we've got some people here already he over leaves you want to share the results oops thank you yep so we've got a couple people here on the Tokyo release that's very exciting congratulations most of you um on the San Diego release which likely means that you're due for an upgrade in March so this content that we have prepared for you today will be super uh valuable and then we've got some folks who are also in Rome and uh as Jeff mentioned we've got someone here who's also on Paris um all of you I'm assuming are getting ready for your upgrade your next upgrade and so now I will pass pass the mic on to Jeff to lead us through the rest of this presentation um yes why don't you go ahead and put up the next poll question and I will pull up my screen okay we've got the second poll question up got some folks filling it out now so how many servicenow production deployments have you performed in the past year I think we're gonna get a mixed bag on this one thanks for your participation here all right I think everyone yeah a lot of them in the low range yeah that's interesting wow we've got some some people who have deployed more than 20 um in Justice last year wow so that's uh good to see and that's relevant to the discussion today as you will find out what your the title of the session is a little bit of a headache so let's uh also then well let's share those results there we go over there you all can see you should be able to see the results of that uh 70 in the in the low range zero to four so what that tells me is uh the majority of the folks on the call are not doing a lot of uh releases to prod um a few pretty heavy um but a lot not so we're gonna it'll be again hopefully this will be helpful for you to get you and comfortable both with upgraded but as well your own regular production uh you know application updates that you're doing as well all right let's uh go ahead and do the next poll question so uh if you you may see this slide behind I guess so when you think about upgrades um at least three they're probably you could think of a few more I'm sure but there are areas that you think of that are really kind of the challenging what feels you know gives you I mean it kind of wakes you up at night right it makes it hard to sleep um and some folks uh kind of land one place or the other so if y'all could kind of check in and switch ones of these areas you feel like is the biggest challenge for you okay a lot of good responses and I would say pretty quick responses so it feels like those are a kind of a visceral response why don't we go ahead and share the results so majority of folks said the testing was the big one uh the most uh challenging I guess I should say and that's not surprising I kind of feel that way myself so so let's uh uh let's kind of move forward let's go ahead I guess we can kind of in the polls we'll go ahead and jump in so as we um begin to talk about this as I said kind of the for me the the title of our webinar here was about a project a streamlined project plan which is true uh and that that that's not not uh misrepresenting it but what I also want you to think about as we go forward and the reason I asked about your production deployments is I want you to begin to think about this in terms of process so um close this out of my way because that's uh what we really want to get you to thinking about so we know that in terms of living in realville right we know that uh upgrades are work you know I'd be lying to you if I kind of try to convince you otherwise right because that's just not the case so uh so what do you do then all right so you have to think about how do you handle it so you can manage them well um and it's a matter of uh taking care of the uh you know some of the essentials to be able to do that so uh I would uh give him I guess my own personal sort of uh perspective on this as I mentioned at the top uh I was a customer of service town before joining servicenow and so I've been in your position of uh you know leading a team uh managing enterprise software systems uh I was uh leading a team inside of an anti-operations organization uh so I managed several systems in that space including the help desk system and prior to servicenow it took months literally I mean somewhere over a year to assess to plan and to implement an upgrade I mean it was super painful and was usually uh not that uh clean like there were defects that still occurred and problems that still occurred um as a result uh so as a platform manager when we moved toward service now and deploying that in our environment I immediately fell in love with the ease of the servicenow platform Administration and especially the upgrading capabilities because of the how much pain and suffering we've been going through so over the after we deployed servicenow we began to do the upgrades as they came along the patches and major releases we were able to perform a number of those relatively painlessly and that we were able to do so partly because of the the benefits you get with the platform but partly because we attended to some of those areas that were necessary in order to facilitate you know that ongoing process so that's why I want you to think about um this this work in terms of a group of activities that constitute a process that is repeatable so let's uh let's go ahead and dig in and break that down a little bit so kind of looking at those different kind of challenges let's look at the overall process so there's there's a lot on this slide but I want you to we'll kind of look at the overall and then we'll look at the different segments here a little bit real real briefly so on the overall you know any given process this is not true of only this but of process in general uh there are kind of three General elements to it right one you have to define the process right you have to you have to identify what it is that the process consists of you know all the different aspects of it you have to organize and align your resources to be able to perform the process and of course you have to execute your process and have you know have that you know working in operation so this slide just kind of puts that in in kind of a quick one-page view so step one there really is uh covering the the first two kind of parts of that the the defined and the organized elements that are the foundation for success of the process so that's where you're going to really strategize what the approach is that you're going to take uh you know in the different elements that you need to get around it to make it work key resource there we've got the link there at the bottom of the column is the strategy got template you'll find that in uh now create we'll take a look at that in a few minutes that guides you through some of the key decisions that you need to make for your environment things such as how many instances do you have how are you going to manage those what kind of development activities you've got going on what's crucial to the business the overall flow of the process so what your organization needs to do to enable the process steps two through six then begin to break down the actual process execution so step two is needed for any given release because you've got specific details in that release right you've got new features and enhancements that you need to be aware of if you need to account for those from a functionality standpoint and to know how to handle those from a testing standpoint Key Resources there are the planning checklist you know you've got some we'll kind of link out to that as we go along and uh you know the workshop presentation and also some of the upgrade Center capabilities which also because it's kind of linked at the bottom of uh you know column three there and one side note uh today's presentation and conversation is really focused on the process perspective so we're not really doing a deep dive into some of the tool technology capabilities but uh Thomas Bakowski who's on our call who you met is also here to support some of the questions around our tools the technology to kind of give you that perspective uh when the if those questions come up and we have included a link in uh to a webinar which does a deep dive in that later on in one of the resource links so uh just to kind of so you know that step three so that's where you start to to make it real right you're starting the actual upgrade um you're going to do that in an instance and you're going to do that according to the strategy that you said in Step One the resource that gets mentioned is the upgrade Center uh and we'll we'll hit on that you'll hear us mention that several times that's a great in platform capability that you're gonna uh really come to rely on as you operate your upgrade process step four now this is where the heavy lifting really happens uh that's where you assess review and assess the items that were skipped during the upgrade and we'll talk a little bit more about what upgrade skips are and and you'll decide how they're going to be handled uh this is the most technical aspect of the upgrade process because you might be doing some configuration changes to account for an upgrade skipped item you might be reverting something back to out of the box so we'll talk about that in a little bit again key resource would be the upgrade Center still and also good standard practices for doing development work so if you're going to do some configuration changes you want to follow your best practices and again we'll touch on that a little bit further step five that's the the big bogey uh it's required if you don't do it you're you're kind of putting yourself at risk uh but uh and it can impact your ongoing success with being efficient and effective uh if you have to do it manually which some of you may if this if you haven't been already a customer for a while and have already done upgrades that this is early and you haven't been doing those yet you have to do some of the testing manually but what you want to do is to move toward leveraging automation as quickly as you can and to this fullest extent that you can because that's really your key to long-term success I highlighted there in bold that that's really uh a very important critical success factor and of course key resource there is some of the testing guidance and use of um the automated testing framework and auto test generation and we'll talk about that a little bit more as we go along too and then step six so uh it's kind of finishing it out so two three five you've uh started an upgrade you've assessed it you've done your fixes you've packaged up what it is that you're going to be deploying across to your landscape and then so you want to advance that across ultimately to prod and so what you're following there are your good standard practices I'm sure you've got you know change policies and practices in place you want to make sure you're here to those and do it for normal and that's again kind of wanted to uh make the reference to your regular production deployments because really if you really kind of boil it down to its simplest level this is another production deployment you know if you will although it does have upgrading as an element to it um but I want you to frame your thinking in that way so it becomes normal operation normal work that you do as an organization so let's uh look at some of the resources that you do have at your disposal so this is uh it's just a screenshot from our doc site and so as you can see here it's talking about upgrades and this is a great resource we'll look at this live in a minute but just to kind of give you a shot uh several different you know related resource uh page areas we'll take a look at the planning checklist in a minute so these are great items that you want to refer to now create not sure how many of you are familiar with now create it is a free uh resource available to all customers and partners and we use it extensively that's where we really put all of the uh content assets related to our implementation methodology because to now create environment or you know that site is dedicated to implementation of various products on the platform platform as a whole and certainly upgrades so what you see on the screen here is a screenshot for uh a success pack uh here that we've called up that's a for the platform upgrade and you if you click into this then you'll be presented with a larger screen of a lot of content this may seem a little overwhelming so kind of try to bring your temperature back down a little bit uh what you'll see when we look at it live these are interactive links on each one of these that are represent past items that you might do as a part of a project and that's what's all I want to call you back to what I mentioned a second ago this this is our now create methodology for a project and then for any given project you might have all these different kinds of things to deal with so if you're doing your first upgrade then then some of these might a lot of these might come into play as you begin to get your arms rounded as you begin to frame this more into an operational process then a lot of these won't be necessary on a recurring basis some of these will be useful perhaps but a lot won't but there's a lot of useful content out here there's something like 19 different assets that are specific or really around doing the upgrade work itself and so we'll look at a couple of those in a minute so these next couple of slots here a couple more screenshots and borrowed from some of those assets so this one is from the strategy guide and it presents to you some of the decision options that you have at your disposal for how you're going to approach you know what's your strategy going to be for doing your upgrades so I pulled this one up because it is an important first one and it gives you an idea of some of the things you need to decide as you begin to formulate how you're going to do it so in the upper left here you've got what's called traditional so this would be kind of your a simpler environment where you might just have a standard three instance environment you might have a smaller or a very self-contained development team platform team and you might be able to even suspend some of your development work while you're doing an upgrade so it's a little bit simpler on that end of the spectrum option two that one starts to get a little bit more involved you got more subprize maybe that are in play you've got some development work that needs to take place that you figure out how to manage that option three there is one where you really have a unique situation where Dev and prod need to stay in sync a little bit more that's a little bit of a unique situation to and four there is the one that I usually encounter the most with customers that's where you typically have more subpride environments as a part of your Aurora landscape and you've got ongoing work that's taking place and you typically got a situation there where you either got a larger development team or it might even be a decentralized development team and so work has to proceed right you can't just totally stop on you know pursuing the organizational goals so that would be more complex so once you kind of make your decisions about kind of where you are in in that Spectrum I guess then you kind of come up with an approach this that's kind of represented your graphically this is the one that kind of follows that option four scenario and as you can see here we've got uh you know several different subprod environments uh instances so what you've got shown here obviously in some sort of a timeline view you might start with you know a sand pit or sandbox type environment to do an initial upgrade you'll see what the upgrade skips are you review and assess those how are you going to handle those you may even begin to you know figure out you know and actually configure what uh changes are going to be done as a result but you end up doing that so so then you get that up to the new version you then move that on over to your Dev and test environments right and get that so you begin to vet those then you want to be able to do your standardized testing it we're going to talk a little bit more about in a second and ultimately get that to the new release then in the meantime you get ready then you go to Pride which you see finally you get the prod is on it the new version and then you might have these two subprods down here that they may have stayed on the prior version all along the way because you had critical business objectives to hit so you kept working on those and then a certain time after you got product updated then you like clone back again or um or do an upgrade back to to get that all caught up so then you're back all in sync again so um again that's based on one scenario so the the upgrade uh strategy guide uh really helps you kind of walk through and come up with What scenario is going to be most appropriate for you so a couple more slices and screenshots here this a couple of these both these slides have some screenshots from upgrade Center uh this one really is kind of in the preview phase where you're really starting to you're going to say you're going to do an upgrade you want to get a heads up on what's in that upgrade what uh what's coming my way and so you've got some data here that helps you assess uh what those are so that's part of the beginning of the planning process step two and then as you move to step three in that process right then we've got some other tools that are in upgrade Center up here we've got where you've actually you know scheduled the upgrade and then down here this image you've really got information as you begin to run the upgrade you see some of the results of that and monitor the progress of the upgrade uh as you go along so you can you know proceed through the process and it's what that would be one of the earlier steps that you move through the process so let's talk about Skip changes so let's level Set uh what are skip changes uh in short kind of the Layman's uh definition is they consist of items that are not upgraded because they're not out of the box there's been some change made that results in you know those items not being out of the box so our system recognizes that and accounts for that you know keeps track of what what those are it says okay I'm not going to mess your stuff up I'm going to you know gotta keep track of what they are and as you see on the side here there could be new things you put in it could be modifications to out-of-the-box records it even could be deletes so the system keeps track of that uh again from a personal note I love this about the platform uh because it doesn't just wipe you out from to scratch and have you start all over again when you want to do an upgrade because I had that problem in some other environments uh other uh Enterprise software systems no fun to do that uh so it keeps track of that so it keeps attractive what those changes are so you don't uh you know wipe them out and it also by virtue of keeping track of what items are skipped gives you some tools in here as well and Thomas can speak to some of this in a minute that help you then make some dispositions about how you're going to take action on those so what are the actions so when you review those you will sometimes take an action to remediate that item you might uh revert something back down to the box there are going to be some things that you need to make a configuration change for and keep some things in play well if those situations then you're going to be configuring some work right so you need to capture that work in an update set following standard practices so you keep track of those so that when it's all done you can bundle that up and you can move it to the next distance and get it ready to move on forward so let me stop there for a sec uh Thomas I'll let you speak a little bit to some of the capabilities and the process around uh managing that well I think you highly highlighted this mostly so it's important for us again um as Jeff mentioned um all your modifications that are important for you are there the good thing is seeing all the skip changes it allows myself to stream in the whole process and I like features like for example if I modify the script I can see my old version I I can see the new version and also just merge some of those slides so it's a really good tool it's always great also and Jeff will go into more detail a bit in a moment to also re-evaluate does my change still have to be there going forward it's always a good opportunity opportunity to see can I go back closer to out of the box A2 maybe replace a feature that I customize that is suddenly out of the box there so I don't need it anymore and B also to make my upgrades a bit easier going forward yeah absolutely you'll hear me Echo the exact same sentiment uh because you'll hear us repeat it often always stay out of the box or as close to out of box as possible the more customizations you make the more effort is involved in in the upgrade process um and and then the longer that that will take as well uh and the harder it is to stay caught up in so you can take advantage of more and more of the new features as they come your way and one point to add um and it's also covered in the checklist on the docs which Jeff mentioned previously so one important piece is to make it a bit easier for you is always open up and update so first where you capture all those changes and the checklist is great because it even reminds you when the step do I need to create it then when I capture all my different activities how I want to proceed and I can use this updated going forward to to make it easier and don't have to repeat the whole process for every instance so again this checklist is one of those great resources to use and it reminds you of all the steps in between as well uh yes and and if I may follow your comment there just because we haven't really talked about it specifically so the folks who aren't yet on Tokyo something you can look forward to and if you're in Tokyo you can certainly look you know read up on it make sure you're taking advantage of it so not only do we have upgrade centered with its tools that has been available in Tokyo we also have upgrade plans and uh which really give you uh even better capabilities to make the upgrade process easier Thomas you want to add some color commentary on that oh yeah it basically takes away that step with the update set so it really helps us to capture all those different changes and it helps us the the promoting process so I can have my build instance where I adjust all the different changes I want to do during an upgrade and I don't have to apply this up that sets all the time again the upgrade plans will help me to even automate and streamline that process so I really like the new features with Tokyo where we're helping our customers to upgrade even faster and simpler yeah yeah so uh establish a process uh and use the tools that that are at your disposal and that will help you manage the Skips a lot more easily let's talk a little bit about testing so again you know testing's that uh the necessary evil that we have to deal with uh but the better that you prepare for it then the easier it will be I mean that's just that's true and it takes diligence and discipline to to stay after it and to really make an improvement on it so let's let's spend a minute on this because I know that y'all indicated that this is one of the big challenges so uh there are a couple of basic principles here that we've got kind of enumerated you wanna you wanna have again process you hear using that word quite a bit uh so the more that you have a standardized approach then you've organized your resources and your team around it then the more effective you're going to be at it right and it'll help reduce the amount of testing time that you have that that's required uh you know from a tooling standpoint we've got you know the standard kind of test management capabilities which facilitates at least manual testing but then the automated test framework as you heard me mention earlier that's really what you want to take advantage of is to you know as early as you can in your maturity process uh and to the fullest extent possible here uh because some of the leading practices here to kind of further that thought process ideally as you're doing your configuration work on all of your applications you want to be building a compendium of test plans that go along with those changes that you're making to facilitate your business needs your business process needs so you'll use this as you define and execute tests for those particular needs you'll use those in a test plan when you go to automated test framework you want to leverage those to do automated testing so that you can reduce you know some of those difficulties make the regression testing easier I'll give you a personal I guess reflection on that too as a customer uh I had we had a QA team then they this was before the days when we actually had test management and ATF built into the platform but we had a QA team and we had another outside automated testing tool so we had begun the process actually to do this to create test scenarios and test scripts test plans in that tool set so that we could do the regression testing yes we were doing our changes and configuration to the various uh processes are we we're starting with incident problem and change so as we made any modifications to that we baked that into the automated test plans that's what we now have in platform so it's even more tightly coupled to facilitate that so when you're doing an upgrade man it's just you know quick to do regression testing to make sure you're not breaking something in your existing process made a huge difference huge huge difference in our ability to you know get the upgrades to become you know more painless I would say here emphasized again in bold on the bottom that these really are where you're going to get a big bang for the buck you got a lot of big benefit uh to doing this so you I know it's an investment in time nobody really likes to spend a lot of time testing I mean I get that I don't either um but the investment more than pays off so definitely encourage you to take it seriously and to spend the time that it takes to uh to use those and and Thomas you can probably share a comment or two on how much easier it is now with ATF and the auto test generation well yeah I just wanted to mention so for every customer who already is in Tokyo congratulations uh one of those new features or new capabilities we added is the automated test generation feature so we use AI to fingerprint your data generate test cases for you and it helps you the whole process and it's perfect for regression testing so hopefully with San Diego previously it's one of those um last time so we have to do all the testing all by yourself the support of AI will make your upgrade even more faster and simpler and it's so great to see see that the differences and see what has changed after an upgrade to then decide do we need to act or is it maybe a change that is intended like a new feature yeah excellent great comments so again uh established process you know and work on improving the maturity around the testing and utilize these tools and that'll help you uh manage the testing challenge for sure so let's take a minute we'll hop over to uh uh a couple of fights so you just kind of see what it looks like in real life so I am on the docs Dot servicenow.com site so our main product documentation site and as you can see this is the same place where I was when I took that screenshot uh prepare your upgrade and you can see this is a part of a lot this one happens to be you know under the Tokyo release notes area so there's a lot of information about Tokyo specific and then these are the tools for example the upgrade planning checklist you can link over here and so you've got a number of items that have kind of sequenced out uh as Thomas mentioned a couple of them that help you make sure you're not missing something important and and maybe the order in which some of these thoughts be pursued there's a similar version of this it's also available they now create and we'll look over and I'll create a second so that's these are great resources to help you plan and prepare for your releases and as I mentioned kind of in the step two when you're working on a specific release you're going to be referencing over here anyway too because you got release notes information that you're going to look at so let's look at the now create so this is like the home page is now created and it's uh the the URL here is the now learning.searchnow.com now create is the home page here and so it has as i said information about our methodology and we're going to look for some information under uh under the success facts which are bundles of uh documents event you know resources so we're going to look for things related to if I could type I think you meant to say upgrade I did that thank you so here we are with the core platform upgrade success pack so we are going to open the success pack and as I showed you on the screen uh Scott so I'll presents you with this uh kind of timeline oriented view which is standard for our methodology which covers you know beginning traditional end-to-end uh project management and uh so you got under any given stage of the project there are various tasks that you might perform so all of these uh bars are interactive that refer to then they'll take you to some further information about those tasks so I'm going to look specifically here Down Under The Core platform upgrade under the strategy Workshop task and they're actually you know three tasks in that little box I'm going to click on this first one here compare and conduct upgrade Workshop and so each one of these tasks then presents you with this screen or a kind of a card with five tabs on it and uh it has the same structure so the first one talks about you know why this task is you know important why is it here and of course uh couples that with well why should you do it don't skip it uh the who then talks about stakeholders that are involved in kind of a racy form the how tab then gives you a narrative description of the nature of this task and how to perform it and then here's the meat on the inputs tab it's where we have links to certain assets typically their templates that are here available for you as you prepare to do a project in this case we'll talk to another an upgrade so I'm going to click into this one that we've talked about the strategy guide so we're going to view that asset so again it pops up a view here gives you an ability to have a preview most of these can give you a preview of that document so you can you know look at the content of it and you know whatever take a look at that and certainly you can download that document and as I said this is a template so what you would want to do is to download this and use that as you work through your strategy setting for your approach for how you're going to do upgrades and you use the the content in here to drive that and there are other ones here like I said there was another version of that uh planning checklist that's also here so great resources here to help you prepare for the execution of of your uh of your upgrade like I said there's something like 19 different assets that are tied into the upgrade process so let's talk about community so Community is great resource uh this is a place of course where you can and this one you can see here this particular area is about releases and upgrades and so great place to get information about upgrades of General articles here that people post questions that people post you can go in and post a question and get some help from someone uh someone else asks a question you can contribute help answer their question so we'd love to see that the interactivity and collaboration in the community it's also a place where you can see some links to the webinars and one of the links we've got on another slide the webinar is uh stored out in community as well so a tremendous resource to make sure you take advantage of it if you haven't already and then lastly take a quick look at this item this is in our servicenow.com site this is actually in our customer success Center this one is an ebook that's available through you know the Success Center obviously talking about upgrades efficient and effective so and it's uh has a lot of the similar content than what we've already been talking about but obviously it's presented in more of an ebook for readability and that's it maybe it easier to pass around if you wanted to share with someone as you're trying to advance this and get ready to do your upgrades in a more mature manner this is a good Aid to help kind of get your mind around what what all is involved in those so a good resource all right so Let's uh kind of wrap this up to him key takeaways and resources then so uh pretty clearly what we've talked about a lot we've hammered pretty hard to process so you really need this strategy about the process and as I said you know it's not that much unlike what you would do for a normal production deployment there's a little more involved probably a little more uh impact for your organization perhaps because you're affecting maybe the whole uh you know a full family release upgrade perhaps but you need a strategy around that to make sure you can execute and organize online obviously you have to get your people your time available to to be able to perform that make sure everybody's on the same same page and then leverage uh we've already shared some a little bit about some of the tools uh look at some of those other webinars and look at deeper dive on some of those other tools that are available because they will really make your life a lot easier as you do that so this kind of summarizes a few of those uh other resources this one is uh the real upgrade kit you see it's referred to here and there's a new upgrade kit that comes uh with every release so list a good consolidation of resources there when you look at that this again goes back to community from the community page we talked about that and this one is the laundry list of several uh which what we wanted to try to give you a basket full of links here for some resources the the one that I mentioned is that webinar that's a deeper dive on the some of the tools that Thomas has been talking about that's this link right here but all of these uh you want to go explore and read up on so you can take advantage of what's described in there thank you for that I always am learning so much in all of these in these webinars um from our experts like Thomas and Jeff so thank you both so much for being with us today um and thank you all for joining today's