Upgrade and update durations in Madrid

The upgrade process takes a significantly shorter time for both updates and upgrades. (An update
occurs when an instance moves from one patch or hotfix to another within the same release
family. An upgrade occurs when an instance moves from one release family to another). As
always, test your upgrades, but don't assume from the much faster completion time that the
update or upgrade wasn't successful.

Supported upgrades
You can upgrade directly to the latest release family. If multiple software versions are involved
in your upgrade, be sure to consult the release notes for each version between your current
version and the target version. For more information about release terminology and availability
phases, see the ServiceNow Release Cycle [KB0547244] article in the HI Knowledge Base.