Update Set Management is a critical feature in ServiceNow that allows administrators to track, organize, and migrate customizations and configurations between different instances. An update set is essentially a container that groups all changes made to an instance, making it possible to move these …Update Set Management is a critical feature in ServiceNow that allows administrators to track, organize, and migrate customizations and configurations between different instances. An update set is essentially a container that groups all changes made to an instance, making it possible to move these modifications from development to test and production environments in a controlled manner.
When you make changes in ServiceNow, such as creating new fields, modifying forms, adding business rules, or updating workflows, these changes are captured in the currently selected update set. By default, ServiceNow uses a Default update set, but best practice recommends creating specific update sets for each project or feature being developed.
The update set lifecycle involves several stages. First, you create an update set and set it as your current working set. As you make changes, ServiceNow automatically records each modification as a customer update within that set. Once development is complete, you mark the update set as complete, which prevents further modifications.
To migrate changes, you retrieve the completed update set from the source instance to the target instance. The retrieval process creates a local copy that can be previewed before committing. During preview, ServiceNow identifies potential conflicts, such as when the same record was modified in both instances. Administrators must resolve these conflicts by choosing to skip, accept local changes, or accept remote changes.
After resolving conflicts, you commit the update set, which applies all changes to the target instance. Update sets also support backing out committed changes if issues arise after deployment.
Key management features include batch update sets for grouping related sets, update set comparisons, and the ability to merge multiple sets. Proper update set management ensures consistent deployments, maintains audit trails of all changes, and supports organized development practices across the ServiceNow platform lifecycle.
Update Set Management
Why Update Set Management is Important
Update Set Management is a fundamental skill for ServiceNow administrators and developers. It enables you to track and migrate customizations and configurations between ServiceNow instances (such as Development, Test, and Production). Proper update set management ensures that changes are properly documented, tested, and deployed in a controlled manner, reducing the risk of errors in production environments.
What is an Update Set?
An Update Set is a group of customizations that can be moved from one ServiceNow instance to another. It acts as a container that captures all changes made to an instance, including: - New records - Modified records - Deleted records
Think of update sets as packages that bundle your work together for organized deployment.
How Update Sets Work
Creating and Selecting Update Sets: 1. Navigate to System Update Sets > Local Update Sets 2. Click New to create a new update set 3. Give it a meaningful name and description 4. Set the update set as your current update set by clicking Make This My Current Update Set
Update Set States: - In Progress: The update set is open and capturing changes - Complete: The update set is closed and ready for export - Ignore: The update set will not be used for migration
Exporting and Importing: 1. Complete the update set when finished making changes 2. Export as an XML file or use remote update sets 3. Import into the target instance 4. Preview to check for conflicts 5. Commit to apply changes
Key Concepts to Remember
- Default Update Set: Every instance has a Default update set that captures changes when no other update set is selected. Best practice is to avoid using the Default update set for production changes. - Parent Update Sets: Allow you to batch multiple update sets together for easier management - Collision Detection: ServiceNow identifies conflicts during preview when records have been modified in both source and target instances - Backing Out: Update sets can be backed out to reverse committed changes
Best Practices
- Always select a specific update set before making changes - Use descriptive names that indicate the purpose and date - Keep update sets focused on a single project or feature - Review and preview update sets before committing - Test changes in a sub-production instance first
Exam Tips: Answering Questions on Update Set Management
1. Know the states: Questions often ask about the different states of update sets (In Progress, Complete, Ignore) and when each is used.
2. Understand the workflow: Be familiar with the complete lifecycle from creation to commitment in the target instance.
3. Default Update Set: Remember that the Default update set exists but should not be used for tracking intentional customizations.
4. Preview vs Commit: Know that Preview identifies potential issues and conflicts, while Commit applies the changes. Preview should always come before Commit.
5. Collision handling: Understand how to resolve conflicts when the same record has been modified in multiple instances.
6. Navigation paths: Memorize key navigation paths like System Update Sets > Local Update Sets and System Update Sets > Retrieved Update Sets.
7. Watch for trick answers: Some questions may include options about skipping the preview step or committing changes to development instances instead of production - these are typically incorrect approaches.
8. Remote Update Sets: Understand that these allow transfer between connected instances using Update Sources, eliminating the need for manual XML export/import.