Our dev environment took up to 9 hrs to upgrade ITSM the first time - we do not have a lot of records. This was reduced by an hour by following the reccomendations in the docs I.e deleting unnecessary records, making dB changes, other at system tweaks detailed. If u really want to reduce the time u can look at exporting some data, upgrade, reimport data. The time was further reduced for us by using a QA dB server which had more power. We are hoping that our production upgrade will be even quicker as it has a physical db which has more resources than both test and qa together. So give your dB as much resource as you can. Also are you doing the multi tenancy update as part of the its upgrade as that will add time. You could always run that post upgrade. And if downtime is a real concern you could upgrade a clone of your environment and use delta migrate tool to sync the data.
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