Madrid is generally available as of March 6, 2019, making the Jakarta family unsupported. With the release of Madrid, all Jakarta instances are required to upgrade to a supported family, allowing the customers to benefit from the latest innovations made through versions, and to get the highest levels of security, availability, and performance.
ServiceNow is continually working to protect customer information and the integrity of their product. ServiceNow strives to give customers advanced notification of upcoming unsupported release family upgrades so customers can plan, test, and upgrade on their timeline in advance of the unsupported release family upgrade scheduling. The following are some key features in Madrid.
Use Agent Workspace to access and complete interactions at a walk-up queue location. This enhancement moves technicians away from the list and form interaction fulfillment experience to a configurable service desk application. Agent Workspace for Walk-up Experience provides a more efficient, integrated, and intuitive experience.
Install and configure the Virtual Agent integration for the Workplace messaging application. End users must link their ServiceNow accounts to the Workplace integration before they can use the Virtual Agent bot in Workplace.
Automated Test Framework
Create and run automated tests to confirm your instance works after making a change such after an upgrade, during application development, or when deploying instance configurations with update sets. Use test results to identify changes needing review.
Madrid Release Notes: https://docs.servicenow.com/bundle/madrid-release-notes/page/release-notes/summary/rn-summary-new-features.html
I recommend starting the planning phase since upgrading ServiceNow instances requires planning, testing, and validation. To ensure a safe and effective upgrade, read the release notes, create upgrade plans, and test your update on non-production instances before upgrading your production instance. Evaluate your ServiceNow instance to identify performance improvements, find a way to optimize the processes and prepare for an upgrade.
Sparkhound's team can run the ServiceNow Health Check, analyze the results, and present the team with detailed findings and recommendations which will account for your existing processes and upgrade strategy. Let us know how we can help