ServiceNow News and Updates

Information from the ServiceNow technical team on Unplanned Events (performance issues, outages), Planned Updates/Upgrades (quarterly vendor patch updates, system upgrades), Project Status (items not usually managed in committees), and Normal Releases (enhancements and fixes).

Unplanned Events

Date Range Unplanned Event
8/6/2016 10:09 to 8/6/2016 10:17 [8 mins] INT2993786 System outage/performance. While the vendor performed maintenance activity they detected an event of degradation in performance or intermittent availability.
5/2/2016 10:32 to 5/2/2016 13:32 [3 hrs] INT2884700 / INT2884732 / PRB674972 System outage/performance. Vendor monitors reported a high CPU condition on the primary firewall serving the primary data center. Engineers investigating the issue found a high amount of abnormal flows being processed by the device. A temporary fix was put in place to stabilize the device and mitigate the condition, restoring normal service. Vendor engineers implemented a temporary fix to alleviate the condition that triggers the bug on the firewall to stabilize the device to restore traffic, and then later installed a filter to block the anomalous traffic to the firewall.
4/7/2016 14:42 to 4/12/2016 13:00 [118 hrs] INT2859221 / INC2529485 Inbound Emails Not Received. Vendor CHG1964787 was executed on 4/7 by the vendor to migrate to a separate internal email handling infrastructure. This change was determined to be low-risk have little potential of impacting customers and therefore notification was not sent out. The process failed to return the email reception settings to their previous state for instance ucsf. Resolution: vendor re-enabled the ServiceNow Pop3 email account.

 

Planned Events

Date Range Update/Upgrade
04/13/2017 22:00 to 22:05 In order to improve system availability, scalability, and security, the vendor will change the IP addresses associated with the data centers.  There will be approximately 5 minutes of downtime while the DNS updates globally.
02/23/2017 22:00 to 22:30 In order to resolve a potential performance issue, the vendor will restart one of the nodes.  Users connected to this node can re-login during the brief outage and be connected to another node.
01/29/2017 22:05 to 22:35 In order to resolve a database latency issue that was causing slow performance, the vendor migrated the database to another server.
10/1/2016 06:00 to 07:00 In order to prepare for an extended vendor maintenance of their East Coast data center, the ServiceNow vendor will activate our production instance in their West Coast data center. This will occur during a 1 hour window, during which there will be an outage of up to 15 minutes.
8/20/2016 00:00 to 01:00 In order to prepare for an extended vendor maintenance of their West Coast data center, the ServiceNow vendor will activate our production instance in their East Coast data center. This will occur during a 1 hour window, during which there will be an outage of up to 15 minutes.

8/18/2016 21:00 to 23:00

ServiceNow (ucsf.service-now.com and help.ucsf.edu) will undergo a scheduled quarterly upgrade (Fuji Patch 13) with an expected outage.
7/9/2016 13:00 to 14:00 In order to prepare for an extended vendor maintenance of their East Coast data center, the ServiceNow vendor will activate our primary instance in their West Coast data center.
5/19/2016 from 21:00 to 23:00 ServiceNow (ucsf.service-now.com and help.ucsf.edu) will undergo a scheduled quarterly upgrade (Fuji Patch 12) with an expected outage.

 

High-Level Project Status

For items not listed, please reach out to specific Process Owners, click here.

Project Status
Integrate IT/Clinical groups from Benioff Children’s Hospital Oakland (BCHO) into ServiceNow. Critical dependencies (user access and authentication) are under investigation. ITSM team visited BCHO and reviewed their Change Management processes on 3/31.
Integrate ApexNow into ServiceNow. Phase 1 go live was June 2016 (7 RITM in-scope [4 existing & 3 new] and an update of the main ESS page). Phase 2: Oct 2016 (EPiC submissions, EPIC Projects, Epic alert, ETL errors). Phase 3: Dec 2016 (Incidents, Change, Maintenance, Enhancement).
Federated UC Health Managed Services Built a bi-directional web service integration to allow other UC Health ITSM systems to create Dell Data Center incident/work requests in UCSF ServiceNow ITSM. UC Irvine (UCI) went live April 2016. UC Davis (UCD) went live May 2016. A future phase will move ticket generation out of Incident and into to a Managed Services Application to allow for scalable expansion of this type of integration with other vendors and partners.

 

Normal Releases (enhancements and fixes)

Please click here.

Questions about this page? Please contact Shawn Hall.