Update Sets

Question 1

What is the purpose of an update set?

Answer 1

An update set tracks changes to applications and platform features, then groups them together so they can be moved from one instance (dev instance) to another (test instance)

Question 2

How do Update sets work?

Answer 2

Update sets work by writing changes from tracked tables into the Customer Update [sys_update_xml] table

Question 3

What happens to older changes in an update set?

Answer 3

They are overwritten with the new changes captured in the Update Set

Question 4

When we merge updates sets, what happens when a same object’s changes (like an incident form) have been tracked by many update sets?

Answer 4

The most recent change to that object will be moved to the merged update set

Question 5

What is the Base System Update Set?

Answer 5

The Default instance update set.
It captures changes made to the instance without adding them to user-created update sets

Question 6

What is captured in an Update set?

Answer 6

Customizations and configuration changes (i.e. Process records)

Question 7

What is not captured in an Update set?

Answer 7

• Data records (like a new User or a new Incident record) => Use Export XML to move data
• Dashboards (use Unload Dashboard function to move dashboards manually)

Check doc Move a dashboard with an update set

Question 8

Where to navigate to create an update set?

Answer 8

All > System Update Sets > Local Update Sets > New

• Press Submit and Make Current

Question 9

How to export a update set?

Answer 9

1. All > System Update Sets > Local Update Sets
2. Open the update set record
3. Change the State from In Progress to Complete
4. Save the form (not Update)
5. Export to XML in the Related Links
6. Save the XML file to computer

Question 10

How to upload an update set?

Answer 10

1. All > System Update Sets > Retrieved Update Sets
2. Import Update Set from XML
3. Choose File
4. Upload
5. Preview Update Set button
6. Commit Update Set button

Question 11

What are 3 precautions to take regarding Update sets?

Answer 11

• Both instances must be on the same version
• Determine the changes to make in a single update set and limit the set to 100 records
• Ensure all platform records have matching sys_id fields between the instances

Question 12

How to retrieve an Update set from a remote instance?

Answer 12

1. In the Prod instance, All > System Update Sets > Update Sources > New
2. Fill the form fields to connect to the sub-prod instance
3. Press Retrieve Selected Update Sets button
4. Select Retrieved Update Sets Related list
5. Select the update set and press Commit Update Set button

(Check doc Retrieve an update set)

Question 13

What are some examples of standard integrations in ServiceNow?

Answer 13

• Login SSO
• LDAP
• Communications
• Monitoring
• Systems Management

Question 14

What are the most common processes required for integration?

Answer 14

• CMDB
• Incident Management
• Problem Management
• Change Management
• User Administration
• SSO

Question 15

What techniques can be used for integration?

Answer 15

• Web services
• LDAP
• Excel
• CSV
• Email

Question 16

Which module provides a single solution for integration with 3rd party services?

Answer 16

Integration Hub

(used to extend Flow Designer capabilities)