welcome everyone we'll give you a few moments to get situated we apologize for being late we're working on some technical issues apologize for that welcome if you'd like to while you're logging in and we're waiting for everybody uh go into the chat and let us know where you're coming in from today we always like to see what kind of a global presence we have on these calls it's always exciting to see where everybody's from so thank you again for joining and we'll get started in a few moments all right so we got Pennsylvania Canada Virginia Montana Iowa Denmark Wisconsin wow we got quite the geographical representation here today yeah have some people uh staying up kind of late to yes Hyderabad thank you Robbie Germany Germany London Ecuador Delaware my home state yay [Music] welcome North Carolina my home state you go sorry Jeff nobody from Tennessee yeah there he was Nashville Tennessee yeah awesome sauce Lisbon Portugal W Chester yes home QVC in Westchester University where I have a master's degree Denver Colorado all right okay well since we got a little bit of a late start here this morning we're going to go ahead and get rolling thank you everybody for joining this is our webinar on tips for a successful upgrade um so first of all we'll start off with uh our forward-looking statements notice here if there's any uh comments or suggestions made here that imply future um functionality or capabilities in the platform they are not guarantees so we just have to call that out and next we have a few house keeping items we'd like to make you aware of we did save some time at the end of the webinar to do some Q&A if you have questions that come up during the webinar please please please put them in the Q&A function you can find that on the taskbar near the chat um because we like to keep track of all the questions that are coming in and then we can also um see if there's multiple people asking the same thing and um Etc so please use that Q&A function um this presentation will be recorded and it'll be shared on our community uh YouTube channel um so um make sure that um you go out there and check it out there or share it with any of your colleagues who may not have been able to make it today and last but not least we'll have a survey that'll come out immediately after the webinar and we ask you to please fill that in and give us your feedback because we're constantly looking to try to improve these webinars and make them as helpful for you as possible so with that housekeeping uh stuff out of the way we'll get into introductions my name is breida kooch I have been with service now for almost 15 years and I am on the community team now but it's been about 10 years in the field helping customers Implement service now so I've been through a few upgrades over my time here at service now and I'll pass it over to my colleague Paige to introduce herself all righty sorry um I was answering a chat real quick but um so I'm Paige stuffy um I've been uh working in the service now space for about 13 years I think this is one of the few calls I'm on where I actually have less experience with service now um normally that's not the the case um but I have worked for quite a few customers in the past done quite a few upgrades as a customer and I'm just happy to uh share my experience with everyone so awesome and Jeff uh likewise like Paige I was a customer uh for a few years that's where I of course first got exposed to service now so I've been in the service now World about 14 years uh spent the past uh coming up on 11 this summer years with service now and the majority of that spent leading engagements with customers to do their implementations doing a number of upgrades as part of those and uh now I'm part of the leading practices team helping you know capture and curate know good practices to implementers and customers I'm glad to be here great thank you so what are we going to be covering today here's our agenda so first we'll start out with governance for upgrades which Jeff will address then Paige will talk about upgrade tips and tricks how to avoid the agachas she'll do a demo of the upgrad center to help you understand how you can get the most out of that with planning your upgrades and then I'll review a few tools that are available to you in addition to what paig and Jeff outlined and then we'll open up um for question and answer so before we get started just want to bring your attention to um something you should be thinking about as you're planning and scheduling your upgrades which is our release timeline um and so recently we've moved to a policy where we're asking our customers to be n minus one or more current you know previously it was n minus two but our newer contractor contracts are stipulating n minus one and we don't do this to punish you we and make your life difficult we do this to make sure that you have all the latest features and capabilities available as well as the most secure version of service now as we're always working on making it safe and secure for you and your users so you can see that we just recently had our Washington DC upgrade in March and we'll be anticipating a September release of zanado do so that's just uh and then U 2025 will'll be moving into yokom in March um so that's just for you to think about as you're um planning so next thing we're going to do is we're going to take a real quick poll here and find out what version everybody's on so so let me go ahead and start the poll and if you could please go in and let us know what version you're on um boy you guys are on the case this morning everybody's Wide Awake jumping right in there awesome so it looks like it's pretty close between Vancouver and Utah but Vancouver seems to be edging out in front a few people on Washington and thankfully we only have one person still in Tokyo so hopefully we can help you figure out how get upgraded um because we really don't want you to be out there all right so it looks like poll response is slowing down here so I'm going to go ahead and end the poll with Vancouver in the lead with 54% and Utah behind so thank you everybody for that and without any further delays I'm going to turn it over to P or Jeff to talk about leading practices for upgrades so take it away Jeff great thanks uh BR and as I mentioned uh uh the top you know um I have had experience doing upgrades both as a customer so I've been in your chairs uh living that as well as U helping delete customers through that and and I guess just kind of on a personal note U the experience I had which is probably not too far different from probably many of you on the call of doing upgrades of uh systems before you encountered service now that were probably really difficult and uh long to get done that were and they were and painful so your uh coming in position might be one of feeling like this is just not any fun well like some of you have already experienced based on kind of what version you're on certainly as I get began to use the service now platform it was a joy to begin to do that because the upgrading process even early on was so much easier than doing the other systems that I that I had responsibilities for and so that made it so much easier so much uh um better to keep you know current relatively current depending on what our operational Cadence was so I would encourage you all to have that kind of a frame of mind is thinking about this especially as I talk about this first section about kind of governance it's really about kind of managing the environment uh to enable you to do this well and to hopefully have less pain in it so let's talk about that a little bit from an overall standpoint about governance as you see on the slide there so governance sometimes can make you feel like it's overwhelming or you know kind of feel like a scary word uh but it doesn't have to be uh you know a scary heavy thing so we want to think about this in terms of how uh you know governance can help provide some more value so justce uh uh looking at the can you all right yes let's stay on this slide so in the we kind of break it down into three broad categories so we want you to think of the overall governance uh like you would with your overall it estate right you need to have a solid framework for decision- making that aligns your organization's objectives and plans and you need to do that also within the service now environment and as you all I'm sure all well know you've got multiple instances you know your prod and then your sub RS of various kinds so you need to manage all of that in in a coherent manner so we look at that kind of broadly in three categories so one would be your over overall steering oversight which kind is a kind of you might think of as kind of top level or the broadest level then in the middle there you see more of the technical perspective and then over on the right side more looking at the things that are dealing with the uh change that's going to be coming your way that come from your environment uh based on what your business is facing so at the top there you see on the left again you're kind of focused on the strategy outcomes the technical section in the middle you're really looking at the execution layer from a technical perspective and making sure you got the processes the the operational level to make sure it's working right and then of course on the side right side there you're looking at how you're going to manage that change so let's go to the next slide yeah one thing I want to say before we do that though is if you can't do all of these as separate boards from the get-go because this can be overwhelming know start small and but make sure sure you have these areas covered right yeah that's very true yeah great yeah thanks for saying that um because it can be overwheling if you're just getting started in this so it's a good reminder you don't have to eat the elephant all in one bite you know to kind of borrow that so let's break that down a little bit so looking at more of the foundational and overall guidance you know which would be kind of that top level steering board kind of a level so what does that bring to the upgrade need right so uh looking at some of the bullets there the overall governance can help you set scope and paig will talk a little bit more about that in the tips and tricks uh in a minute but you really want to be able to do that because sometimes you may feel the temptation to do more uh and and so you need to think about that and plan that well uh the overall governance certainly also make sure that you got the right resources that you need could be time money uh people you'll make sure that that's accounted for and your governance really kind of make sure that that's covered uh it can make sure that you uh have a framework for the techn processes you know we'll talk about the technical on in the next slide a little bit but making sure that you got a framework for that to make sure that you've got your interest covered make sure your business data is protected that's always super critical so you need to make sure that that's always done and making sure that your stakeholders have a way of being able to collaborate communicate so everybody stays on the same page yeah and you have those links to organizational change of management which are so critical I find even in 2024 there's still so many companies that just don't focus on that and pay enough attention to that so that's super critical right I'm glad you had those included on the slide so let's take us down another level looking at more the technical perspective and some of the things that you encounter there so anytime that you apply any change to your environment you're doing any application change you're going to introduce some risk right yeah change management is really this the sister to risk management right so that's super important and upgrades like all others then also introduce potential risks but your governance function then if you've got that um you know oversight and from a technical perspective it'll ensure that you've got the right risk management measures techniques UH responsibilities in place uh to make sure that uh you do that throughout the upgrade process so um I want to focus then let's let's jump on to the next slide let's talk about uh kind of the the upgrade communication as well so so actually I'm sorry go back to the par slide once yes uh I'm sorry let's stay here for just another minute um I want to spend some more time on especially the top and bottom bullet so on the top bullet uh as I've kind of been alluding to but I just want to kind of stay here for another minute uh my experience uh was certainly born out that if you on the one hand treat an upgrade as a project as a oneoff then you don't get the benefit of when you of of that when you try to do the next one and conversely once you begin to establish this as this is something that our organization does all the time you know based on whatever the Cadence of your releases are that you want to do then you can have really uh a much lower risk a much much better performance uh execution of those upgrades so uh you know if you're newer to the platform you may not be aware of you know how often that happens and they'll Fe the releases will feel like they come a lot faster than you realize but uh but that's that's all part of it and if you have a process around it then uh you'll be able to manage it in addition you know the tools that we have in the in the platform will make it easier paig will talk about those a little bit more in a minute uh but it's essential to make sure this is a repeatable process you establish your roles and responsibilities you know the flow that's going to be followed through the upgrade process you got the measurable results that you're going to get from it it's predictable everybody knows what's going on everybody can work together toward the same goals so those are all really super important and then as you do that then you've got your agreed standards and policies which is Again part of your governance you want make sure that uh you got all the risk taken care of um so so now let's go on to the the bottom bullet there oh sorry before we jump that the bottom bullet I want to make sure you Que in on that too because it kind of it ties into the process thinking uh good process environment also is making sure that you learn from your processes right so you want to make sure that you got your learnings to to come forward and to continue to improve your process improve your testing uh improve taking care of taking advantage excuse me of some of the tools again that some of which PA will take uh some time to uh to give you some information on uh all right so then now the next slide fin gonna go to the next go to the next slide so let's talk about communication uh you know communication is that uh you know oil or the you know the data flow that keeps everybody you connected keeps everybody kind of on the same page uh and your governance uh oversight here to kind of connect the dots there a little bit from governance to this your governance should make sure that you've got uh communication plan in place to know who needs to be communicated with uh about what and when they need to communicate and in what form all those are part of a communication plan ultimately with the objective that everybody is in the in the loop you know on what's going on everybody has the right information they need at the right time and and it helps them to understand how what they do fits into the bigger picture what's going on in the bigger picture so you know in short the governance is really about ensuring that everyone is on the same page working together toward the same goals and and you achieve that outcome and I think you and I both Jee have seen customers who are like oh I'll get to this later yeah seems very daunting but you have to get to this right now in some shape or form because if you wait till later you you've already allowed chaos into your environment it's really hard to to pull that back that's really true trying to go back in fix it is more difficult than really looking at it on the front end although I will say the continuous Improvement part is kind of where you can do that because you're without exception the first time you you go through this or maybe the first couple of times you go through this you're going to find things that oh I wish we' done this differently and that's all what the continuous improvement process is about to enable you to pull those learnings in so you can continue to improve that make it better over time 100% yeah I I'll say that as we went through my last company we went through our upgrades we kept basically a running deck of of things and we would make changes to it after each um upgrade and then we would just continue moving forward and and doing those process improvements that's really the way to do it um so on that um note um Paige I'll let you take over and start talking about your tips sounds great um all right so the very first tip that we're going to talk about is limiting your scope um so if you can fly to the next slide for me uh so the idea behind this is that your upgrade should be about your upgrade so resist the urge to activate new plugins and applications obviously with an upgrade there's always the possibility that something will get activated as part of the upgrade but I know that um especially when I was newer to service now I wanted to turn on all the new shiny things um because they're fun and they're cool but really resist that urge because you want to focus on your upgrade you don't want those new enhancements to cause additional issues um or to you know cause defects that you're not aware of so if you really F like focus in on that upgrade instead of all of those additional things um you're going to improve your upgrade experience that's not to say don't do the new shiny things give it a couple of weeks and then do it uh so you can already have them teed up and ready to go but just wait it out for a little while until your upgrade kind of calms down and then do it um the same is also true of your normal service releases I'm not suggesting you wait two weeks for your normal service now releases but if you wait a few days maybe a week to do that instead again you're separating your service now release from your upgrade so you can really focus in on what's a defect caused by the upgrade versus maybe what's a defect caused by my release um and again you're focusing on that Pleasant upgrade experience you're letting your customers say hey we had an upgrade we didn't have any major issues they're not going to get confused because there was an issue that came from your release or from one of those new plugins thinking it's related to the upgrade um case you know you you want to Market your upgrade as being something wonderful and fun and easy and then sorry we can go ahead and go to the next slide sorry no worries um next we're going to talk a little bit about how to set your expectation expectations early and um what that means this kind of goes back to some of the things that Jeff was saying but communication communication communication um a lot of this is targeted at your stakeholders but this can also apply to some of your um your business in general um but you want to be very open with your communication I know that sometimes we are hesitant to do so we're uh we're afraid of the blame that could come from it or that everything will get blamed on the upgrade when it's not the the fault of the upgrade uh but that transparency is really really important and it helps you focus on a good experience and some of the things that you want to upgrade or you want to communicate especially with those um stakeholders are things like your expectations so again what's your scope we're not turning on new plugins those have to wait um we're going to delay our release by you know 3 days um just clearly letting them know what that scope and what those expectations are uh my last company we when we started an upgrade one of the slides was specifically the scope this is the scope of our upgrade and we would list everything we were doing and everything we were not doing um the other thing that you really want to make sure you communicate is your testing windows so typically your your stakeholders they're probably also going to be some of your testers uh if they're not then you know communicate this with your testers as well but let them know when to start testing when to stop testing and where they're supposed to do their testing um again it's all about managing expectations and making it very very clear what they're doing when they're doing it uh you also want to communicate with them where they report defects so if there's an issue where do we report that how do we report that what information do you need when we report that um so not the best way to do it but you know what we did was in the defect subject we always included the name of the release so it was really easy to pull out those defects um and part of the benefit of that was not only to work the defects but then we could also report back on you know when we did our Washington upgrade we only had seven defects that we had to mitigate before it went into production and then we' do the same thing with incidents we'd relate into our upgrade we only had two incidents after our upgrade and so those reporting and those metrics again were able to paint a clear picture of how successful our upgrade was if I might chime in with that uh excellent points so it I love the things that you mention because those are examples of making sure your communication plan is holistic those are you mentioned several different types of communications and information to be shared and personas that be involved you need to think pretty you know holistically about it and uh not kind of get in a sort of a narrow technical thinking Lane you really need to think about you know all those stles are involved uh great points I think there um oh can we go back I I realized I forgot the last two points the the other things that I recommend that you typically sorry communicate it's always hard when someone else is navigating I know don't NE what you're gonna say um but the other two things that I really recommend you communicate with those that same group is your upgrade timeline line and what that is um is really you know here's where we're going to again start um our process so we're going to clone down to Dev um we're going to upgrade Dev we're going to be you know dealing with our skipped records and then you'll start your testing and then you'll stop your testing and then we'll have a window where we're not doing any Dev work or we're not releasing anything whatever your process is just communicate that entire timeline clearly clearly to them so that they know what's going on and then that rolls into having a go- live schedule and communicating that as well so this is just a more focused in timeline on kind of your day of or the couple days leading up to your upgrade so exactly what you're going to do leading up to that upgrade we're going to clone you know production down to to this instance at this time we're going to then start the upgrade at this time we're going to then do you know some uat and production after what whatever again your process is just communicating that clearly so they know what to expect and if you have any expectations of them maybe you want them to get into production after your upgrade and just make sure that everything is functional again it's all about communication yeah and setting those expectations because you know people may make assumptions and if you put it out there really clearly like you said what's in scope what's not in scope bada bing bada boom there it is all righty um so next we're going to talk about a couple of ways to reduce your upgrade time but before we can reduce our upgrade time we kind of have to understand how how long our upgrades are going to take um one of the best ways to do that is to do and maybe it's not quite the correct terminology but I typically call it an audit clone and that is where you're going to include data that you don't normally include in your clone so you're going to include things like the audit and log data as well as the attachment data um and there's really two reasons that you want to do this when you normally wouldn't it's going to give you a better more realistic idea of how long it's going to take to upgrade because it's about as close as you can get your sub production instance to production to get a realistic time frame um so once the upgrade starts you'll get to see how long it took on that instance before it ended um and then secondly all comes to testing this is going to more closely resemble your production instance especially if you don't do automated testing I cannot tell you the number of times I've had a tester get into the instance and they're like oh nothing's in the activity field well yes that's because we didn't uh we don't pull in the audit data so there's not going to be anything the activity field um it throws people off but now that we know how long our upgrade is going to take um one we can use that to create our changes uh you know to create our change window and we can see if that's an upgrade window that we're kind of willing to accept um perhaps normally your upgrade is two hours and this past one whenever you upgraded your Dev environment it was four or 5 hours um I know my past that if we had a change window that was over a certain amount of time we had to go through a lot more than if we had a change window that was under I think it was 4 hours uh so the first time that I came across an upgrade in my Dev environment that was going to take six hours when we normally took somewhere around three I started investigating why um and this is where kind of the upgrade Center comes into play so as you can kind of see in the screen uh in the upgrade Center towards the bottom you'll see kind of the top 10 schema plant changes and the top 10 plug-in changes by duration um can't do much about the schema changes but it does at least give you an idea as to why it's taking so long if say there was a field added to the task table that might take quite a bit of time especially in your instance if you have a lot of Records on task but the plugins you can sometimes do something about ahead of time so like in the scenario I was talking about whenever I started investigating it we had about five plugins that we could either go ahead and activate or go ahead and upgrade before the upgrade to kind of bring that upgrade D time down they were just taking a really long time to get those plugins either installed or updated and we were able to take care of that weeks in advance without anyone really noticing within a change window of course um and then brought our upgrade time down to something that was more reasonable and I didn't have to jump through a bunch of Hoops with our change Advisory Board um because we were we were within the window we were supposed to be within that's always helpful yeah all right um next thing I just kind of want to go over real quickly this isn't necessarily about bringing your upgrade time down but it didn't fit anywhere else um but it is really cool if anyone has ever done an upgrade here before you have dealt with skipped records um and well we've made a lot of improvements on how you manage those skip records for upgrades over the past few years this one came out in Vancouver and is probably one of my favorites um you can now create rules that uh have conditions in them and they tell those ski records what to do based on those conditions so um as you can kind of see in some of the examples you can do things like actually I'm not sure I like any of those examples the one I always use is notifications we always got skipped records for notifications but we had the notifications the way we wanted you know you added your logo or whatever we don't really want to do anything with them we're always going to skip them and so you create a rule that says for notifications always skip or we had certain individuals that would always manage specific types of um skipped records so if it was related to service portal that was usually something I would do so you can create rules for that as well if it's service portal related then automatically assign it to page so it just helps you manage that instead of having someone going in there and manually doing it which was again usually me and it was not great and there can be so many if you can filter out the noise that makes it a lot easier to manage yep and and and once they're defined for future updates it'll continue to run that action um so you don't see it in the screenshot but there is actually a button you know you can apply anything that you've created to your existing skipped records um but then in the future they will apply so all right we're GNA take a little pause here to run another poll give Paige a chance to catch her breath and um just a second hold please sorry I need to get this done right okay here we go so um want to know when you're planning to do your next upgrade wait you all are quick on the trigger here look at it these responses coming in Fast and Furious so it looks like most people are in that zero to three months time frame we got a few people already on Washington DC which is awesome um and so if you are in that not sure bucket we are hoping we can move you along and maybe those of you in the six to nine months maybe we can get you uh UT along a little quicker as well so it looks like that's slowed down so I'm going to end the poll here and um we will go on to our next section which is where Paige is going to talk to us about her bonus backup production idea and the reason why this is a bonus is because it is not something that everyone can do but um if you're able to do so so you have an instance available um typically this works for companies that have more than the typical Dev test production pipeline but cloning your production instance down to a sub production instance just before you do your upgrade um is definitely something I recommend if you can do it uh the reason why is you can use that to confirm reported issues so I have an issue that was reported post upgrade is it really related to the upgrade though or did it already exist prior to the upgrade and again that helps you with reporting on the actual issues related to the upgrade but it also helps you prioritize things so if something's existed for months that's probably not as high of a priority as something that was actually caused by the upgrade um I went too far sorry no worries um so then we have kind of an example timeline uh you know this is just a very very high level example of of what you might do um but you know first step is to perform that full audit clone and then schedule your upgrade on the sub production instance that you did that clone on and then next of course we remediate our skip changes it's very important um and review the upgrade summary uh again to get an idea of how long the upgrade took and what you might be able to do to minimize that upgrade time uh next obviously before the upgrade we want to start doing our testing this is very open mened use your company's methodologies you may be using something like ATF or some sort of outside automated testing or you may be doing manual testing or some combination of that's okay it's really up to your company and your policies um so next the week of the upgrade again if you can clone production down to one of your sub production instances and then we actually complete our upgrade now we do recommend that you have some sort of post upgrade support plan in place that may just mean that you know your team sits on a call for a couple of hours while doing other work whatever whatever that is just have your team available in case there are any issues after the upgrade and then of course one to two weeks after your upgrade go ahead and resume business as usual you can start activating those new apps and plugins and then release that um production backup instance back into your normal cycle and this is just an example so there aren't like time frames around this because it's going to vary from company to company larger companies have a lot more overhead on some things maybe they have more um uh regulations they have to check through and Hoops they have to go through so that's why this isn't more um at a lower level because a lot of times people ask us well how long does it take to do an upgrade and it's like well it's it's not a a passing the book to say it depends because it really does yep yep and I mean there there's so many factors um that come into play with that you know perhaps your company only uses itsm uses a couple modules in it that's probably going to take a lot less time than a company that you know has a little bit of everything in service now how many Integrations you have to other systems know yeah a lot of factors that go into it yeah um so this is just a rehash of the tips that we just talked about um I really like this because it's an easy thing to NAB a screenshot of though I think we share this deck afterwards uh but you know just those tips limit your scope do what you can to reduce your time to upgrade if you need to and then the the backup to production all right so we're going to take a a pause here for another poll um before page goes into to talking to about the um upgrade Center we just curious how many of you are already using the upgrade Center are you seeing the poll because I don't think you are no I don't see it me relaunch here all right there we go all right again everybody's quick on the mouse here to to make a choice thanks for all the comments that are coming in and the questions we'll get to those pretty soon here so thanks for bringing those up um this one looks pretty split here Paige um between people who are using it and um people who would like to um the others are kind of on the lower end so looks like the poll has slowed down so I will end the poll and we'll go on to our next slide which is a quick demo of the upgrade Center all right so I'm gonna I'm GNA still the screen share from you real quick and just a moment everybody as we make this transition Okie doie there we go pretty colors you all right so um first things first when we say upgrade Center um we pretty much mean everything underneath upgrade Center we're not going to get too much into upgrade plans um because that could be a whole session all on its own uh but the the concept behind upgrade plans um it's it's kind of meant to replace uh not replace sometimes place um your your update sets and you can do things within those plans and it's all packaged together and then once you upgrade your next instance those are automatically retrieved and applied um that's the very short version of of what those are again we could do an entire session just on how to use those uh but it is something to be aware of the three things I'm really going to focus in on are the upgrade preview upgrade Monitor and then upgrade history so first things first is upgrade preview I have scheduled bu an upgrade on this instance it is currently on Vancouver patch 7 and we are going to Washington DC but I went ahead and did a preview for the um for the upgrade that's scheduled obviously as you can tell you can pick any currently available version to do this preview on it does not have to be the one that you are choosing to upgrade to uh that is just what I did in this particular case so it's showing me what version I'm previewing and then it's showing me what version I'm actually upgrading to and when that upgrade is supposed to start um which I have not refreshed this page because I didn't want it to log me out or change so this may have already started but uh here you can see you know when I created the upgrade preview um if there was an upgrade plan it would show here and then you know you can go into the actual um preview details but if you scroll down you can see a lot of that information as well so um here we just get some general information about the release that I'm previewing so if I want to go to the docs it's all right here um and then we can see how many changes are expected to be made with that upgrade and then how many potential records I'm going to have to review now it's predicted so you may see that these change um and if you change anything between the time that you run the preview obviously and the time that you actually do the upgrade it will change uh but it is a nice it is a nice uh way to kind of see what's expected and then of course some graphs just around those um skipped records and then lastly if I had ATF running we would see um any potential ATF results that that would have come up uh but we we don't have that configured for this uh next thing is the upgrade monitor I was really hoping that the upgrade would have started um by now because you would see something a little bit different if it had but as you can see from below it's pretty similar except this is now not the previewed information this is the actual upgrade information so this is from the last time that this instance was was upgraded to hot fix one how long it took when it started when it completed so again this information is really really something you want to take a look at after you've upgraded your sub production instance it will give you an idea of how long that's actually going to take um and then again you can see the total record changes you can review your ski records from here and you get some of the same graphs that you had in the preview and again you can see your your instance Health um there is some additional information on the noes and then if we keep coming down that screenshot that I showed you earlier this is where it comes from uh so you can again see the fix scripts and how long they took the schema changes and how long they took and the plugins and how long they took um again there's not necessarily much you can do here other than have an awareness of what it's doing and why it's taking so long but you may be able to do something with the plugins uh if that duration is is a little excessive for your rules at your company and then last we will look at system upgrades obviously this just brings you to a table and this is all the upgrades that I've done in my instance um one of that green color is is not easy to see but one of the reasons why I wanted to show this um if you've done upgrades of old this is probably the screen that you know and recognize but it is also the same place where you can access the visual taskboard um do assignments easily manage the skipped records uh honestly most of the time once I've actually done an upgrade and I figured out how long it's going to take and decided whether or not I'm going to do anything about the length of time this is where I spend most of my time um especially on those skip changes to review so uh that is pretty much the the quick uh showand tell of the upgrade center right thank you Paige that was awesome I grab it back here and then I'm just going to take a couple minutes to talk about some extra tools that are available to you as you're upgrading and then we'll get to the burgeoning Q&A and start answering some of those questions that you've had coming in there so um the first thing I want to do is just make sure that you're aware of the different um tools that are in the platform um we have the upgrade Center obviously which page just um went over we also have the automated testing framework and we did a a meet up on that one yesterday yesterday there's another meetup on that on April 23rd it's in an Asia time friendly slot so it's pretty late at night for those of us in the um us but if you are interested in learning more about using the automated testing framework I encourage you to uh sign into to that one there's also instance scan which is in your uh instance there's the upgrade plan there's application manager and there's the configuration Hub so these are all capabilities that are within the platform and there's a link there to additional information in our product docs if you want to learn more about any of those platform tools and then in addition on the community we have a releases and upgrades page under the product Hub um Dro down there so you can come in here and um right now we have um some of the webinars from the Washington release event that we had in DC when the um release was launched and and then if you scroll down further down the page you'll find some additional resources so we have have um the um upgrade kit out here which uh it goes through each of the products and talks about what's new in each of the products we have um more information that you can get to about planning your upgrade and then this is where the events are posted around upgrades that you might want to get to and then there's also an area on this page to get to the um videos and there's a recordings of these upgrade sessions and there's also um a Blog that we keep on there um so you can go in there and interact around upgrades on that upgrades page as well and then we also if you are an impact customer you may have the ability to use the um jump start your upgrade accelerator and this is where the squad will come in and help you figure out how to do your upgrade um but this is only for impact customers if you don't know if you're an impact customer or not U I suggest reaching out to your sales team to find out and another thing that you could reach out to your sales team about is our expert Services if you're not already engaged with them if you would like to engage that team that's a team that both Jeff and I came from um they also have the ability to um do a um an engagement with you to help you with an upgrade if you would like additional assistance with that thank you very much I'm really sorry we've got a call it quits here for the day we did have a couple more questions we'll post a blog on that upgrades and releases page on the community with those outstanding questions as well as links to the recording if you want to join additional webinars in the future here's a QR code that you can scan um we'd love to see you at some future events and please don't forget to fill out the survey that'll be coming out at the end of the event and uh help us have learnings to make this a better session for you and just appreciate all of you coming today and all the great questions and hope it was helpful and meaningful for you today thanks for coming and we'll see you next time