If you're a ServiceNow Express customer, then you probably already know that ServiceNow is forcing everyone on the Express edition of the "Now platform" to upgrade to the Enterprise edition. While you might think that after an upgrade, you'll have a typical ServiceNow Enterprise instance, that is not the case.
The Enterprise edition of ServiceNow is far more powerful than Express, but there are some significant differences between the two platform editions, and much of the added functionality of the Enterprise edition is not enabled by default after an upgrade. You'll also find that some things in your post-upgrade instance have retained the names of their "Express" counterparts in the Application Navigator, for example; which can make it difficult to navigate around, or use the platform documentation.
In this article, I'll briefly explore some of the differences you can expect, some of the features you can expect to be missing, and how you can enable that functionality post-upgrade.
One of the first things that anyone who's upgrading from Express to Enterprise needs to be aware of, is that you're going to need a developer to handle most new customizations. While in Express, you could get away with having just an 'admin' to handle any customizations (due to the limited subset of customizations that were possible), to make use of much of the functionality in the Enterprise edition of ServiceNow, we strongly recommend having a ServiceNow developer either on-staff, or at least available, post-upgrade.
If you want some help working through the upgrade, or with customizing your instance or enabling Enterprise features and functionality, but you aren't ready to shell out for a full-time developer and/or architect, working "as-needed" with a professional services company can be a great way to keep costs down while also unlocking the Enterprise functionality that will undoubtedly justify the cost of the Enterprise edition of ServiceNow, after your Express-pricing expires.
The ServiceNow Guys have worked extensively with both Express and Enterprise, and we've helped clients both during and after the upgrade process from Express to Enterprise. If you'd like to discuss how we can help you, you can schedule some time to chat with us here.
Thinking of upgrading?
SNG offers ServiceNow Express customers a special discounted rate for all development, including the upgrade to Enterprise!
Click Contact us to schedule some time to chat and learn more!
One thing you might not even think to wonder about if you're accustomed to Express, is the lack of a "development" instance. Express licenses typically come with only one instance: the production instance. However, with the Enterprise edition of ServiceNow, you can expect to be doing a lot more "heavy lifting" with your development, which adds some really exceptional capabilities, but also adds significant risk to your extant functionality during development. For this reason, every Enterprise customer I've ever worked with has at least one sub-production instance for development (and often two: one for development, and one for testing).
ITSM Applications & Plugins
Many of the more advanced IT Service Management plugins are inactive by default, which means that some OOB (out-of-box) Enterprise features and functionality are not available (initially) when upgrading from Express to Enterprise.
While it's not too difficult to just go through and activate each of the plugins which are disabled by default after upgrading, we (and ServiceNow) strongly recommend against this. Instead, have a look at the list of plugins below, do some reading on their functionality, and see which plugins might make sense to activate. If you don't need it, it's okay not to activate it!
Below is a list of ITSM plugins which may be enabled by default in an OOB Enterprise instance, but which remain inactive after upgrading from Express to Enterprise. The plugins in bold are ones that we believe you would find quite useful, and should consider activating early on.
Assessment Designer Common (com.glide.assessment_designer.common)
Asset Management (com.snc.asset_management)
Best Practice - Change Risk Calculator (com.snc.bestpractice.change_risk)
Best Practice - ITIL KPI Reports (com.snc.bestpractice.itil_kpi)
Best Practice - Task Survey Management (com.snc.bestpractice.task_survey)
Catalog Designer Common (com.glide.ui.ng.cc)
Change Management - CAB Workbench (com.snc.change_management.cab)
Change Management - Core (com.snc.change_management)
Change Management - Standard Change Catalog (com.snc.change_management.standard_change_catalog)
Change Management - State Model (com.snc.change_management.state_model)
Change Management Workflows (com.glideapp.workflow_change_management)
Configuration Management (CMDB Enterprise Edition) (com.snc.cmdb.enterprise)
Contextual Security Rules (com.glide.acl.service)
Contextual Security: Role Management V2 REST API (com.glide.role_management.inh_count.rest_api)
Contract Management (com.snc.contract_management)
Data lookup and record matching support for Service Catalog (com.glide.data_lookup.catalog)
Depreciation (com.snc.depreciation) (Note: This is installed with Asset Management)
DHTMLX Scheduler Library (com.snc.dhtmlx.scheduler)
Expense Line (com.snc.expense_line)
Fixed Asset (com.snc.fixed_asset)
Guided Setup for Performance Analytics (com.snc.pa.guided_setup)
ITSM Guided Setup (com.snc.guided_setup_metadata.itsm)
My Assets (com.snc.asset_myassets)
Organization Management (com.snc.organization_management)
Problem Tasks (com.snc.problem_task)
Role Delegation (com.snc.role_delegation)
SCSS Bootstrap Theme (com.glide.ui.scss.bootstrap)
SCSS Content Provider (com.glide.ui.scss)
Service Creator (com.glide.service-creator)
Service Level Management (com.snc.sla)
Service Portal - Core (com.glide.service-portal)
Service Portal - Knowledge Base (com.glide.service-portal.knowledge-base)
Service Portal - Service Catalog (com.glide.service-portal.service-catalog)
Service Portal - Service Status (com.glide.service-portal.service-status)
Service Portal Configuration Pages (com.glide.service-portal.config)
Service Portal Designer (com.glide.service-portal.designer)
Service Portal for Enterprise Service Management (com.glide.service-portal.esm)
Service Portal Social QA (com.glide.service-portal.sqanda)
Service Portal Surveys (com.glide.service-portal.survey)
Software Asset Management Extensions (com.snc.sam)
Survey designer (com.glide.survey_designer)
User guide (com.glide.user_guide)
Note: You should not go through and activate all of the plugins you want to have enabled all at once. It's important to complete an initial round of testing once you've upgraded, then test again after activating each plugin to make sure it's behaving as you expect in your environment.
In Express, certain application modules (in the Application Navigator on the left side of the ServiceNow interface) had names which did not match the names of the corresponding modules in ServiceNow Enterprise. For example, the "Catalog Items" Application Module under the "Catalog Definitions" section in ServiceNow Express, is actually called "Maintain Items" in ServiceNow Enterprise.
There are several such differences, so when reading through documentation, you might find yourself a bit confused. It's important to keep this in mind if you have internal admins or developers who will be working through any new enhancements or handling any upgrade growing pains.
There is not really any additional security risk when it comes to moving from Express to Enterprise. However, you should be aware that the security rules (ACLs) in Express - particularly those around requesters and fulfillers - will remain configured as they were in Express. That is, more loosely than the "OOB" Enterprise configuration.
You may want to lock this down by implementing new ACLs to replicate OOB Enterprise security, but to be frank, that's not really necessary unless you have a reason for wanting it to be that way.
Many "Express" features that don't exist in Enterprise (usually because there are more powerful Enterprise alternatives) persist after the upgrade. For example, Express has executions plans and approval rules, but it is recommended that you don't use those features going forward. Instead, it's a good idea to switch to the Enterprise equivalent, at least for all new development.
If possible, we also recommend migrating any existing Express-feature-dependent functionality over to the Enterprise versions. For example, by implementing Workflows instead of Executions Plans and Approval Rules.
We believe that for most medium-to-large businesses, the Enterprise edition just makes sense, but upgrading from Express to Enterprise can be a daunting task, especially when you think about what you'll need to do to justify the cost when the licensing term expires. ServiceNow is a powerful platform.
We'd love to help your business make full use of the ServiceNow platform. Click here to schedule some time to chat with us, and see how we can help you through the upgrade and post-upgrade process, as well as build out powerful Enterprise functionality.
- Oct 19, 2018 Asynchronous onSubmit Catalog/Client Scripts in ServiceNow Oct 19, 2018
- Oct 11, 2018 How to do Massive, Slow Database Operations Efficiently With Event-Driven Recursion Oct 11, 2018
- Sep 18, 2018 Broken Queries & Query Business Rules in ServiceNow Sep 18, 2018
- Sep 7, 2018 JournalRedactor - Easily Redact or Delete Journal Entries in ServiceNow! Sep 7, 2018
- Jul 23, 2018 Admin Duty Separation with a Single Account Jul 23, 2018
- Jun 19, 2018 Improving Performance on Older Instances with Table Rotation Jun 19, 2018
- Jun 4, 2018 New Free Tool: Login Link Generator Jun 4, 2018
- May 29, 2018 Learning ServiceNow: Second Edition! May 29, 2018
- Apr 17, 2018 Upgrading From Express to Enterprise: What's Missing Apr 17, 2018
- Apr 12, 2018 If a Genie Gave Me Three Wishes, I'd Use Them All to "Fix" Scope Apr 12, 2018
- Mar 19, 2018 Service Catalog "Try in Portal" button Mar 19, 2018
- Mar 15, 2018 Video: Custom Output Transition Conditions From a Single Workflow (Script) Activity Mar 15, 2018
- Feb 11, 2018 We have a new book! Feb 11, 2018
- Nov 6, 2017 Requiring Attachments (& Other Miracles) in Service Portal Nov 6, 2017
- Sep 12, 2017 Handling TimeZones in ServiceNow (TimeZoneUtil) Sep 12, 2017
- Jul 27, 2017 How to Enable DOM Manipulation in ServiceNow Service Portal Catalog Client Scripts Jul 27, 2017
- Jun 25, 2017 What's New in ServiceNow: Jakarta (Pt. 1) Jun 25, 2017
- Jun 4, 2017 Powerful Scripted Text Search in ServiceNow Jun 4, 2017
- May 9, 2017 Work at Lightspeed: ServiceNow's Plan for World Domination May 9, 2017
- Apr 9, 2017 Avoiding Pass-By-Reference Using getValue() & setValue() Apr 9, 2017
- Apr 4, 2017 "Learning ServiceNow" is Now Available for Purchase! Apr 4, 2017
- Mar 12, 2017 reCAPTCHA in ServiceNow CMS/Service Portal Mar 12, 2017
- Dec 20, 2016 Pro Tip: Use updateMultiple() for Maximum Efficiency! Dec 20, 2016
- Dec 2, 2016 We're Writing a Book! Dec 2, 2016
- Nov 10, 2016 Chrome Extension: Load in ServiceNow Frame Nov 10, 2016
- Sep 7, 2016 Force-Include Any Record Into an Update Set Sep 7, 2016
- Sep 1, 2016 GlideRecord Pagination - Page through your GlideRecord query Sep 1, 2016
- Jul 17, 2016 Granting Temporary Roles/Groups in ServiceNow Jul 17, 2016
- Jul 15, 2016 ServiceNow Scripted REST APIs & Retrieving Catalog Item Variables Jul 15, 2016
- May 17, 2016 What's New in Helsinki? May 17, 2016
- Apr 27, 2016 Customizing UI16 Through CSS and System Properties Apr 27, 2016
- Apr 5, 2016 ServiceNow Versions: Express Vs. Enterprise Apr 5, 2016
- Mar 28, 2016 Update Set Collision Avoidance Tool: V2 Mar 28, 2016
- Mar 18, 2016 ServiceNow: What's New in Geneva & UI16 (Pt. 2) Mar 18, 2016
- Feb 25, 2016 Understanding Attachments in ServiceNow Feb 25, 2016
- Feb 22, 2016 Reference Field Auto-Complete Attributes Feb 22, 2016
- Feb 6, 2016 GlideRecord & GlideAjax: Client-Side Vs. Server-Side Feb 6, 2016
- Feb 1, 2016 Make Your Log Entries Easier to Find Feb 1, 2016
- Jan 29, 2016 A Better, One-Click Approval Jan 29, 2016
- Jan 25, 2016 Quickly Move Changes Between Update Sets Jan 25, 2016
- Jan 20, 2016 Customize the Reference Icon Pop-up Jan 20, 2016
- Jan 7, 2016 ServiceNow: Geneva & UI16 - What's new Jan 7, 2016
- Jan 4, 2016 Detect/Prevent Update Set Conflicts Before They Happen Jan 4, 2016
- Dec 28, 2015 SN101: Boolean logic and ServiceNow's Condition Builder Dec 28, 2015
- Dec 17, 2015 Locate any record in any table, by sys_id in ServiceNow Dec 17, 2015
- Dec 16, 2015 Detecting Duplicate Records with GlideAggregate Dec 16, 2015
- Dec 11, 2015 Array.indexOf() not working in ServiceNow - Solution! Dec 11, 2015
- Dec 2, 2015 Understanding Dynamic Filters & Checking a Record Against a Filter Using GlideFilter Dec 2, 2015
- Oct 20, 2015 Bookmarklet: Load the current page in the ServiceNow frame Oct 20, 2015
- Aug 27, 2015 Easily Clone One User's Access to Another User Aug 27, 2015