ServiceNow Certified System Administration Practice

User customization records are not upgraded during the ServiceNow upgrade process because they are intended to maintain the uniqueness and personalization of individual users' settings and preferences. This ensures that the specific configurations and customizations set by users remain intact, preserving their user experience without interference from system upgrades that could override these personal settings. The rationale behind keeping user customizations stable is to avoid any disruptions that might arise from changes in the core functionality or new features introduced in the upgraded version of ServiceNow. Allowing users to maintain their preference settings ensures a seamless transition from one version to another without potentially losing or altering their custom work. While there are scenarios where customizations can be selectively addressed or modified by the system administrators, the general practice during upgrades is to exclude these user-specific customizations from being automatically updated or altered. This is fundamental to maintaining user satisfaction and ensuring that the upgraded environment remains user-friendly and intuitive.