Short answer
A skipped item appears when a ServiceNow upgrade touches a record you customized; ServiceNow logs it for you to resolve instead of overwriting your change. Left alone, they pile up across releases and make each upgrade slower and riskier. Process the list on every upgrade, and report the number carried forward, with zero as the target.
Last reviewed Nov 2, 2026
The method
- Export the list after upgrading a sub-production clone.
- Sort by type: cosmetic, functional, security-relevant.
- Decide each: merge your change into the new version, revert to out-of-box, or keep with a written reason.
- Test with automated regression, including integrations.
- Report created, resolved and carried forward to the change board.
Reduce the inflow
Customize less. Where a requirement can be met through configuration or a supported extension point, prefer that. Each new customization should name the owner who'll handle it at the next upgrade.
Make it measurable
The Platform Owner's scorecard should show skipped records carried forward per release. Teams that track it tend to see it fall.
See how to avoid skipped upgrade items and the Platform Owner's Office.
GCC Now™ is the ServiceNow Accelerator by ANSR × inMorphis, a joint venture for global capability centers (GCCs) and GBS organizations.