okay we are at the top of the hour so we'll go ahead and get started good morning good afternoon good evening wherever you happen to be in the world thank you for joining us today for another performance analytics academy a couple quick things before we get into the presentation itself so as usual this is for you uh we try to bring fresh ideas to you uh and give you a better understanding of practical guidance for things that are out there so you know if there's uh anything that you see on here we definitely recommend that you you use that and uh you know push it forward in your organization and you know make it work for you this is being recorded so if that is an issue for you uh i would go ahead and drop now but this is recording and it will be put on our youtube uh channel later on uh today or early tomorrow morning and we'll also be in our community as well uh feel free feel free to use the q a uh ask questions you can definitely ask those questions as the presentation and demo are going on and if we can answer those while that is happening then we definitely will and uh if not we'll wait to the actual formal q a uh after the presentation and demo itself um is done so today we have um peter who is on with me as well and peter is going to be presenting kpi signals and he is a senior manager product management and now intelligence and now platform i am your host um you've all heard me quite often um and a new updated picture of me i no longer have a beard so for any of you all that were curious about that uh but peter will be doing like i said the presentation of this and today uh like i said he's gonna be talking about kpi signals uh this is a great topic and even myself i'm very interested to see this so sit back and enjoy this and peter if you're ready you can definitely take over sharing so welcome everyone my name is peter joris i'm a product manager and i want to talk to you today about kpi signals um kick eye signals is actually something that we introduced in paris but a bit like a hidden kind of release that we did in quebec we made it more uh accessible and i'll talk about that in a second but first let me recap a bit of what kpi signal is or maybe it's something completely new for you anyways so um but anyways so if you think about servers now what we do is of course we deliver services using workflows and to understand how well we're doing that's where we put indicators on top of those workflows so to understand what is the performance of the workflows what is the quality of the services that we deliver and so when we use those indicators what you will see is that every now and then a score might change from day to day in itself that's that's not a bad thing it would actually be really weird if you would have something like a number of open incidents and it would be a flat line it's 312 every day then you probably go like oh that that that cannot be right there's something wrong here with my measurement system or anything at the same time also a score that every that changes just a bit in itself does not necessarily mean there is a big issue with it it's just a part of your normal variation especially with uh delivery of services and workflow there's a lot of human interaction so it could be that if you for instance have two identical incidents from a technical point of view there are two identical incidents um the the the resolution duration will still suffer uh differ and that could be because well the callers are different so they report it slightly different it could be that the agents are different so they interpret whatever is reported in a different way or they have different knowledge about um the the technical issue at hand or it could be that the second incident is actually reported to the same agent uh who has fixed that previous incident uh just a day before and now knows what to do uh and and solves it in no time in itself there is not much different going on in the workflow as such so um nothing to worry about but sometimes you will find that there are score patterns that are could be pointing to a serious change a profound change in your workflow and those core patterns that is what we're looking for so what kpi signals will do is we'll detect those patterns and and by doing so help you to focus on only those relevant score patterns so if a score varies from day to day not a big deal as long as within that band of expected scores it's fine and so you don't spend wasting time and resources on changes that are within that normal operations so to put it in attack line kpi signals is active noise canceling for kpi scores um and so what are those score patterns well uh we have identified three of them actually it's it's actually from the literature it's nothing something that we invented it's out there uh and available and it's actually used a lot it's all about control chart it's used a lot in manufacturing so six sigma is also based on on the same kind of thinking maybe you're using that within the company anyways if you look at a time series what you will see for an indicator uh with the kpi signals we have an overlay and that shows you the expected range so this what we call the baseline is a range and that dotted line which is the the average or the mean for that kpi score for a certain period and an outlier is nothing else than a score outside of those process limits outside of those bands so more than three sigma away from the mean another score pattern could be the short run and that is like three out of four consecutive scores or closer to a limit than to the mean um which is also very unlikely to happen it's all about probability just for your information the outlier that that would happen just by chance is something uh that could only happen three out of a thousand so in other words if you have a daily score uh you will see one outlier per year that turns out to be just uh a bad call and it's not indicating of something a change in your process and now we have the short run that probability is even uh lower and now we get the long run and the long run is um seven consecutive scores are on one side of the mean that it's like if you have to flip a coin like seven times in a row you get seven times in a row you get tail or hats that is weird right that's where you probably go hey what's going on here uh is my technique of flipping that coin not okay is there something wrong with the coin and that is exactly what kpi signals is all about just pointing out to you saying hey that looks weird you better check it out okay so what we do is we point out there is something weird in this course we then expect you to do some analysis trying to figure out why that is happening and then you can take two possible actions and that could be reset a baseline so change that expected range because yes you identified there is something weird going on um our workflow now works differently it could also be well you made maybe a deliberate change in your workflow you started to use the chat bot maybe two weeks ago or three weeks ago and now we see that evidence back in the scores and so the signals points you out to it it could also be that something is temporarily or you couldn't figure it out and that that's where you might go like oh let's dismiss the signal let's not reset the baseline um it would be something like if you that's from from history almost but if you would commute to work to the office and you know it always takes you like uh 35 minutes to do the commute um then all of a sudden there is some road work ahead it takes a week or so to fix something and so you have to take a reroute and now all of a sudden it takes you like 45 minutes you know it's a temporary thing so in this case you could say well let's dismiss the signal it's not a profound change a lasting change in in the workflow it will get back to its previous state in a couple of days and there could be one more action actually that you could do later on if if you have better insights you can actually change that refer that action that you took and instead of having a reset do a dismiss or the other way around okay now going into what has changed now from paris to quebec uh a major one is that we the way that kpi signals is activated so in paris it used to be a plug-in that you had to activate manually it was only available for premium customers in quebec kpi signal is for free it's available for everyone it's activated uh for rebooted and upgrading instances um and so if you do not have a pa premium but maybe only the the free version the the version the pa version that comes with incident management signals is available there as well now the way you activate signals for specific indicators has changed as well it's now using responsibility i'll get to that in a second as well also what has changed compared to pairs is that you can actually do a couple of configurations before it used to be uh pretty much hard coded and i'll explain a bit more in in the demo part of one that i want to do and i want also to talk a bit about the new features for quebec now what we did is we introduced what we call the anti-signal i like that work very much we introduce responsibility to manage signals we also added notifications um when a new signal is detected so you don't have to go looking for a signal that is what currently happening when you are in paris and we have additional configuration settings for signal detection responsibility and notification so the anti-signal what is that well the state of anti-signal is simply a prolonged period of no signal is detected and so there is no abnormal variation the workflow is under control the the scores the outcomes are predictable um you are in a complete stable state and actually that is usually that is the wind of opportunity to rethink about your workflow uh maybe this is the right time now everything is under control to make uh profound changes to the workflow have introduced new tooling have a different flow in the steps that you take anything that could help creating a better workflow now the anti-signal itself um it's simply taking a period of a baseline calculation multiplied by a certain factor the anti-signal factor in general that means um if you think about it uh the daily collected values um they are usually based on 14 scores and then we have that anti-signal factor it's by default it's two in other words if there are 28 days of no signal for a daily collected value for data collected indicator we call that the state of anti-signal but once again this anti-signal is something that you can configure per indicator it's not a global configuration it's something that you can set for indicate and how does it look well it will show up in your time series like this you get a a nice green line and also that message here at the right it says hey it's anti-signal well done the scores are in control and predictable why not start an improvement initiative what we also did is we introduced a new feature and we call that responsibility in paris if you want to work on signals x on signals you have to be you have to have have an admin role so you had to be the admins and the pa admin or the kpi signal admin and then if you have that rule you can act on all well it's which says here your uids is a bit technical but you can act on all signals for any indicator we changed that um what we did well this is still possible but what we added to it is that thinking of responsibility and so if a user is made responsible and not having the role of admin pa and or kpi signal admin that responsible user can still act on a signal for a specific indicator and what we also did is that a an indicator can have up to seven responsible users the thinking is that that responsible users those are the subject matter experts of that workflow that the indicator represents and so they are the best ones to understand why that signal is happening on that workflow anyways so they are the best in the best position to take the right action on a signal also because they are the subject matter expert they probably know uh what is normal behavior they want to set a um the configurations for the kpi signals um and more things like that so that's a new concept responsibility it also takes away a lot of the burden that's now on the admin role especially on the pa admin if you have over a thousand indicators and and you turn signals on for all your indicators uh you it would almost end up being a full-time job to respond to all those signals that could happen and then you're presented on signals on indicators that you're actually not sure what they really represent so it makes no sense to have it only on the on the admin level um notifications like i said right now in paris if there is a signal you have to more or less stumble onto it um with the notifications what we do is as soon as a a signal is detected in a an event is created and that sends out notifications we have now what we call two channels an email of course to the responsible users but also and i will show you in a second uh on the uh kpis detail page it shows you on the right ribbon a column dot for the if there isn't signal active or uh if there is an anti-signal and so on yeah on notification so we have the reminder email also if nobody takes action none of the responsible users you can set reminders [Music] and that is also something that you actually can change those configurations and how do we know that there are new signals uh that's because we have a job so after each score collection for the automated indicators a job will check if there are signals for those indicators for which it collected scores now it's different of course with the formula indicators with the formula indicators they could be potentially be collected in separate jobs so what we came up there is with a we introduced a new schedule job that runs uh twice per day uh but it is a scheduled job um and so you could change that if you think that's not uh enough in itself you would expect that signals like i said um we have the the short run the long run it takes like three or four days on a daily collected [Music] indicator to see if there is a signal or not so we we we think that running this scheduled job twice per day should be fine and also the configuration settings i'll show you or demo you that in in the in an instance in a second okay the demo part so here we are in the in an instance we're looking at the analytics hub uh that should be familiar right and so we have a set of indicators a total of 19. i think those are the ones that are out of the box uh and turned on by default for the incident management um and but signals itself actually live somewhere else it lives in the kpi details which is the seismic version of or the i should say the new the now experience platform version of uh analytics hub and you can access that through the workspace so here we go to the in workspace to analytics center and we have for instance here the number of [Music] resolved incidents what i'm gonna show you right now is is here we have a an indicator this is uh the kpi details it's the uh the new version of the analytics hub in the uh in the workspace available in workspace and on this indicator we actually already have the signals activated uh and it has that uh open dot here meaning a there's no new kpi signal i thought i if i go here i can see the the signal so you get that overlay of the expected ranges and if there are signals active or not and as you can see along if i move along you see that the um there have been some changes and those changes in the baseline are because of signals that were acted upon and the action was okay please reset the baseline because the workflow has changed but right now looking at february uh one i think it's once again it's all demo data so it's a bit different on february one right now there's not a signal now what i want to do is show you how that works if you collect a score in this case i have to go back to my jobs and then on the data collector i prepared a job and this will collect for the second of february and only for one indicator and that should not take too long it collected that's nice now because of this job has run okay also the next uh job will run and that will check if there are new signals and if so one of the things that it will do is it will send out a new email and if you can see here uh it has already fired it tells me here that a new outlier is detected it was based on this event and this notification runs and that's email that looks pretty straightforward uh it says hey there's a new outline the technolon scores number of resolved incidents uh on the global level so not on a specific breakdown element and here's a link to the signal page now in this instance that link does not work so i'll go there manually and i'll have to refresh this page and now it will tell me here on that right ribbon that that on the channel for notifications hey there's a new kpi signal now if i go there then here on that panel it says um hey there's a an outlier that scores beyond the minimum expected value what we did is in with outliers there's actually one action that you can take and that is um dismiss a signal very often what you will find is if it's just one score that is off then most likely it's because uh something there was a glitch in a measurement system or in a job collection or whatever and so to base or change that whole baseline based on one score that is a bit too too aggressive so we set well in this case you can only dismiss of course if there are subsequent outliers after this one then at some point it will uh more or less re retroactively say well actually it's no longer an outlier but this is a short one so i dismiss this signal i have to get a reason for this dismiss uh this miss on results that's not a very valid reason but it helps and so i say confirm and now it says okay there are no new signals in the back end a couple of things happens first of all what i want to show you is this one here is a table and that shows you all the um all the indicators for which signal is active there is a separate indicator that shows you all the signals that are detected and that includes a new one oh no longer of course because i already dismissed the outlier okay um and there's a separate table showing you uh which actions have been taken and it dismissed unresolved that's the one that i typed in and also there is something like a kbi signal task this is really for governing all the the workflow around signals but the notifications and so on okay going back to this one uh so this is what a in a normal flow it would look like you have signals turned on for multiple indicators after a collection it will run a job checking if there are new signals if so it will inform you or at least the responsible user it will inform the responsible users saying hey you detected the signal better check it out and see what's going on there and then it's up to you again as a user as a responsible user to say okay let's dismiss this signal or reset the baseline those are the two options right now okay so how does that work if we want to activate the signal for a specific indicator so back in analytic center if i go to for instance the number of open incidents right now signals is not active i'm logged in as the admin so it's it's going to show me that i like really like this button the make me responsible button but that's only because i'm the admin so as an admin i have to make myself responsible if i'm not the admin it will say have more or less the same message here kvi signals are not active for this kpi but then it says something contact your admin so it's not something that any user can make themselves responsible but once you are a responsible user i'm going to say make me responsible then i get these options so how do i want to activate or set the configuration for this specific signal um i by default it goes back something like 90 days from the latest course and then it says okay you want to start it but you can change it you can also change the start date you can also change how many scores are needed for a baseline calculation so that the blue band and the average so by default for daily collected values it will say you need 14 scores to set a baseline so this is from november 5th until november 19 based on this set of scores we expect that the expected range is well on november 17 for instance we expect the expected range to be between 750 757 and 1041 so this chart shows you that preview of what it's going to look like if i just simply confirm i know that i'll get a in this case an outlier because now we have seven consecutive scores above uh the mean which is once again from a probability point of view very unlikely to happen just by chance in other words most likely there's something going on in that workflow or that piece of the workflow that this indicator represents now i can do once again i can do two things here dismiss the signal or reset the baseline if i go for reset the baseline then it will ask what is the reason well reset on open incidents once again not a very developed reason but at least what will happen is this this range this baseline that will change now so i confirm it and so here is where the change happens so it changes that baseline uh it's not a lot a lot of change here it's primarily a shift moving upwards i don't think that the range itself changed a lot but it's more to shift up and now based on that it notified or noticed that hey there's a new outlier here on november 25 it's beyond the expected maximum value so it's more than three sigma away from this average of uh expected uh 1400 1471 and so deal with it more or less now this is i'm now acting as a responsible user i'm no longer the admin of course i am but i'm in this capacity of a responsible user this is what it looks like and what i can do here is of course can dismiss the signal but what i can also do is add a bit more under configuration so here we have the number of open incidents once once i select i can temporarily turn it off i can restart or on a different date i can also change that uh required score of calculations i get to this one uh in a bit but there's more that i can do as a responsible user what i can also do is i can add more responsible users save it and now we have two responsible users in other words if the signal is detected on this indicator okay then both the system administrator and able tutor they could act upon it and also i can set some notifications once again this is all done by the responsible user uh so it could also be able to who is changing all of this so it's no longer required that an admin goes in and change these configuration settings and so what you can do for instance is send that reminder email every six seconds and then save it okay and now we go back and go to this signal and i'll dismiss it for now confirm and of course in this case it will detect a new one once again this is only when you activate a signal for an indicator and you go back like 90 days in a normal daily operations that will this will of course not happen because the signals will only surface once a collection has run on the other hand what happened is quite a few things in the tables happened here so we have a new indicator the number of open incidents that's now also being tracked with signals it has that reminder involved of six seconds on the signals itself it uh identified a couple of signals including the one for the open incidents but there are also ones for a new one for resolved incidents [Music] on the signal actions a few actions happen so everything all the things that are happening around signals it's all stored in tables um okay let me take the next thing that i want to demo unless there are very urgent questions that i should take right now i mean there are a couple questions that sort of align with what you were going through so maybe it might be quick question quick answers so the first one is are there any plans on allowing the responsible user be defined as a group uh users tend to come and go yes yes uh that that is not in the plans and let me explain that a bit um because for now but it can change um we are a bit afraid that if you make a group responsible then in the end nobody takes action um but as is of course the case the users tend to come and go what we do want to do is have a simple mass update action and say have an out of the box action that could replace one user uh replace the responsibility of one user with another user okay sometimes the the users that are responsible users are not in one group and so we what we want to avoid is that uh customers feel that they now have to create groups not only for assignments and for approvals but now also for acting on signals so we want to see if we can stay away from that but still have that ability to change uh users in a quick and easy way yeah we'll wait for the the other few that we have until after your next demo okay uh next what i want to demo is the anti-signal i like that one so once again i'm going to use a different indicator now on the analytic center let me turn it on for the number of new incidents number of new incidents uh right now it does not have signals turned on so if i turn it on uh and say make me responsible uh you can see that what it wants to do is uh do it like this but as you can see here without the overlay in itself it's a pretty stable process it's it's going up and down quite a bit and this is of course that that famous weekend dip uh with number of new incidents but in itself the number of new instances is fairly stable maybe hearing their a weird outlier but so going back to this setting here i'll go change the configuration because by default it is based on a trend method that's linear i'm going to change it and make that a no trend and so uh we ex we say in this indicator there is not a trend going up or down for the scores so it's a very stable thing okay i'll save it and then i'll go back and now what it will do is as you can already see it says hey on this in indicator we see that there is a stable process so what it detected is uh we have this expected range okay and all the scores at least 28 of them consecutive scores they all fell within that range like what we already saw in the chart this is a very stable process and now we're alerted by the system um hey there is a stable process here and we're congratulated thank you and well done the scores are in control and predictable why not start an improvement initiative and that's where you of course start a cim uh initiative for instance also what you can do on the configuration and that that's the final step of my demo so we have plenty of time for questions but you can do i showed you that you can change things here and you do it here on this case on the global level of an indicator but what if you want to add signals to breakdown elements um that can be quite a tedious task if you have to go through the uh uu ids one by one so what we did is we have this add breakdowns functionality this is more about the breakdown elements that we're going to add so now i can say for priority okay add these two for instance click add okay and now what i can do is select these again and make them for instance active and change some settings and so on as a responsible user i can add kpi signals to pregnant elements for that indicator for which i'm the responsible user and of course you can do that also with for instance the assignment group if you have a whole bunch of them you're going to select all of them in this case just be aware it's a little thing in this model that by default if you select it here on the top you're only selected for the first page okay so if you want to select all of your assignment groups in this case select all of these and click add and it will has add all of these assignment groups and then you select them and you're gonna activate them or and make some changes to the configurations and so on and that shows up here uh i did not do it for the assignment groups uh or actually i did i added them of course i did i added them to the um to the configuration panel that in itself makes them already active with all kinds of default settings um and that's how it works now on a notification one more thing what we use is flow designer so if you go to flow designer i go look for signal you find the three flows and these are all available for you also to change let me just go back to the presentation here for a second in the appendix and this is send out uh later by thomas the more interesting slides here are these two i listed out all the what we call the artifacts that are uh used with kpi signals so you have the tables the business rules script actions and the scheduled script executions and a very short description of how it technically works and how that acts together now as this is out of box of course you can change it but be aware if you change it if you touch it you own it so the best way to do it if you say well i wanted slightly different flow for whatever reason make a copy of the existing out of the box rules flows whatever and change those copies and activate those copies and so whenever we come up with updated versions of the out of the box solutions um they will or they will be updated uh with that uh upgrade uh of the new family and um uh thomas you this is what you share with the uh audience later right correct yes yes are you ready for q a or you have some more okay so a question came in it says uh how do kpi signals work with different time series meaning if your indicator is daily but your aggregate weekly or monthly how does that affect the kpi signal or does it at all uh no you for now you can only have it on your uh collected frequency because and the reason for that is that we uh want to um not confuse people too much think about it if you have you could have a signal in your daily collected value and then if you put it on a monthly basis um those signals could go away because you have more or less um took out all the all the outliers for instance it smoothes out as soon as you do an aggregation it smoothes out the scores and so you lose information that the indicator is collecting and that is telling you of how well your workflow is going does that make sense yep uh and sabrina asked that so if she wants uh if she has a follow-up show she'll ask that um next one is there a minimum number of items in a workflow you suggest having before you use kpi signals for example if a work workflow only has 20 to 50 items a month do you have enough samples in your population for statistics to truly project outliers short runs etc accurately now that that's a difficult one so uh in general you want a yeah if you have a couple of uh no scores in your time series and you put signals on it um then statistically it's a bit debatable of what you're looking at is still that accurate technically you can turn it on but i would be very hesitant to turn it on in this case what you could do now is um potentially but we don't have it yet it's potentially that would be a good use case to say okay let's put it on a uh time aggregation and not have it on the data value but statistics they work best if you have a lot of things going on and i'm sorry i i cannot give you yeah it's hard to get that i mean you never you know numbers are different so it's it's hard i understand definitely uh the next one is uh can it is it only designed for use with incidents or can metrics uh metric indicators uh be configured for uh and also to be used with hr cases as well yep absolutely so signals is for free if you have uh pa on hr cases you can use signals too you can use use it on any indicator um that you have there's no restriction there okay and then just a follow-up to that one so um during the quebec upgrade is kpi signals uh automatically enabled out of the box or is that something that you have to enable yeah so the the uh the plugin is enabled but the signals are not turned on by default so you still have to go for a to a specific indicator and turn it on and if you're the admin you get that make me responsible button if you're not the admin but a non-admin user you get a message there saying hey contact your app um who is your target or typical user of kpi signals in my org we have thousands of servicenow users multiple servers now service desk hr field agents hundreds of of group managers do you suggest this being used by individual group managers or more limited use for large sectors of the organization i i would i would recommend it for any uh what i call subject matter experts or the the responsible users so if you think about a and a process owner of course that would be a subject matter expert one of the things with the responsibility that we are going to build out is we're going to introduce other types of users next to responsible users you will also have collaborators and watchlist users well the watchlist user is simple they are just interested and if they if there is a signal they want to be notified as well okay it's up to them they can configure it in such a way that they will not get those notifications or they will get the notifications it's up to them the collaborators that's a bit different and the best way i can explain it is that the collaborator is a subject matter expert who has a heightened interest in what is going on for a certain entire imagine you have something like on the incident management we have an indicator mean time to resolve of course the incident process owner is the responsible user there but that incident process owner is also dependent on how the group managers are doing so what he or she wants to do is also maybe turn on the signals on that breakdown element level for the group manager hey we have mean time so we have signals of mean time to resolve on the global level but also on all those assignment groups and on those assignment groups that's where the group manager is the responsible user but the process owner could potentially be the collaborator and that collaborator of course also gets notifications but the collaborator also has a sort of a backup role what if a responsible user does not act on a signal and also does not act or respond to the reminders that are sent out and so the signal is out there and nobody is taking that responsibility that's where the the signal itself is sort of escalated to the collaborator user and then they can take that action so the what we have right now responsible user is a first step to expand and we're going to expand on this concept and that's where the collaborators come in and in a very uh if you think about once again if you think about a process owner and assignment group managers or service owners they can also be breakdown ahead they have an interest in meantime to resolve for their services it could be that the meantime the result is going through the roof because of only five services and a thousand other servers that you have are actually doing fine so you know uh who to address um who to uh started an improvement initiative with um and that's the thinking okay great so i have a question here uh on the the person that asked this question do you think it's too difficult for servicenow users like the knowledge worker the fulfiller to use kpi signal i'm not sure actually that thomas if i if i put you into trouble now i'm not sure if we do that um no i mean they they will definitely uh answer back in the q a if they if they you know whatever answer that they have and um you know definitely can you know go from there if it's a sidebar conversation or something to help better understand okay yeah so we'll wait for that person to reply if they choose to no it says um no he said not too difficult but just wondering if they are too granular for them to use at their level is what the question was about okay um is this only available via analytics center and not analytics hub correct so it is only available in what is called the now uh experience platform it's the the new um experience that they are still uh building out uh so it won't will not be available in analytics hub and then there was a follow-up about um the time series that that we talked about earlier and it says follow my comment or on my question regarding the use of signals on different time series use cases that we may have different we may have daily indicator to facilitate data collection but the data only has a value on a different time series like slas we usually collect the data daily but use monthly time series signals could be useful to see if something has happened over the past three consecutive months yeah although albeit a very short period to put your statistics on so i would expect that at least um and statistically that's how you should do it uh you need at least five data points um personally i always it's in the literature i always think well a bit more but not harm it gives me a bit more confidence to detect if there are signals so if you have a monthly score so that that's what happens right if you have daily collected values but now you turn it into a time aggregate so instead of having a 31 scores you only have one score and so for the signals to work on that monthly collected value you need at least six months of scores there the signals is not intended to be part of the more or less accountability reporting reporting to your customer uh how well you're doing on your slas the signals is really intended for the internal user um working in a workflows delivering those services and to better understand for um if there are true changes in the workflow and if they should act upon it does that answer the question uh well i mean she replied back and said past three consecutive months was just an example so i think it's just it's it's a general sort of use case around using months is what it comes down to yeah so what we need also to understand from from all of you uh is how we can improve the signal so this is the first more or less the first iteration that we put out there we think it's good enough for you to start working but we also very much need your feedback and uh and understanding if we're on the right track and where we can uh where we should make our first uh improvements yeah and the best place to do that which we tell um all the time on this is the ideal portal so if there's something that um someone sees or or an idea of something to make it better like you said peter they can definitely put that into the ideal portal yeah adam i don't know if you were getting ready to speak or not i thought i heard your voice no okay uh so so we have a sort of a general question but it's kind of also related um a lot because it's based around um analytics sitter uh so we'll see if we can answer this quickly so general question on analytics center and agent workspace our indicators are company-wide with breakdowns being used to filter per department or offering a user of department x on the analytics center if a company-wide indicator is marked as a kpi can it auto apply a breakdown for me to only see a breakdown for department x or will i always see the company-wide indicator without a breakdown seems like the best practice is to have indicators specific to each department and manage those via permissions that was a lot mouthful there so hopefully we're able to understand exactly what they're asking and i don't know peter yeah if you i'm not sure it was a bit too much is this about what it looks like if you go to a landing page or and you don't see any and then you don't see the global indicator but only the one that uh you're responsible for or yeah and adam were you getting ready to say something yeah i mean i think this is when i'm looking at analytics center um as a manager or as a in a department am i better to have when we show it on an analytics center it's either show an analytic center or not and i think this i think this can be an issue when we have hundreds of indicators which ones matter to me um and i've seen this in the past where there you know what gets published in the analytics center includes everything and so whether i'm hr or secops or itsm i gonna see everything on analytics center and so how do i how do we measure that is that something that we should do with uh diff well we do have different indicators but with the permissions on that or how do we control so that i see what's relevant to me yeah i i'm afraid i cannot answer that question i'm not the expert on analytics center i know it's uh an issue that has been voiced before um so we have to come back to you on this foundation and uh we we are going through uh what else is new in quebec in a few in the next few sessions um with that that there are in quebec there are some security improvements that let you do this i think this in paris this was a bigger problem because i don't know of a way that you would be able to filter in which indicators i see versus what peter sees versus what thomas sees but if i did it today with different indicators i believe the permissions will filter out what i can see and what i can't see but i think it's still in analytics center specifically on a workspace we'll ask that when we have the uh when we talk about what's new in that in a future session but this is an area i think we are working on to make better to get those more personalized relevant indicators to you and adam was that an answer to the uh stephen's question as well uh oh sorry no um it kind of kind of ties into it about future uh a future session oh um yeah so well the now experience stuff but we can certainly talk about so now experience um i believe was introduced in paris in quebec it's it's certainly bigger in there um the only uh solution that's using now experience today uh in quebec is um customer service management um is using the new uh sorry using the new configurable workspaces this is available with the itsm workspaces too i i believe um and with and if you create a new custom app with app engine studio you can create the new workspaces um so you're seeing the different solutions uh embrace now experience you will see this expand greatly it's bigger in quebec it'll be bigger in rome we are moving to now experience as we go forward i my opinion in this is that kpi signals is awesome but it is not enough to move to now experience because it is it's a different way of working for your users um better it's it's better but it is different um so the solutions that you're using if it's custom then you are in control but for the the solutions that you're using you're going to want to understand how those are moving to now experience and when you move to there you get this as well and life is going to be awesome but it is not just about analytics it is it's the entire ui for that solution again whether it's secops or csm or itsm or hr no no not you are you adam ux us ux ux thank you uh it is it is a completely new experience uh with the now experience um and for those of us who've been around for a long time all those those things that we've asked for that we just never got we're getting and then pretty much all of them it is such a better experience but it's new and you have transition and everything kind of everything goes at once per solution and there should be if you're interested more in that if if you go to servicenow.com i'm sure you'll see a lot on now experience that's in there that's one of the major um new things uh in quebec okay great adam so we have ran out of time so quickly i'll run through these last a few slides and you are seeing my screen correct yep okay good so um for those of you that asked questions and got answers uh or for those of you that didn't uh make sure you're using the community so if there's something more that you need uh visit us on the community and ask your question there also may be answers already out there um and uh this session will be out on uh in the community uh later on today or if not early tomorrow morning along with the past uh sessions that we had so make sure you go there and look for things that you missed or needed just a recap on and again the k-20 labs are still out there and now learning so um make sure you take advantage of those and we're coming right up on uh knowledge so hopefully you're getting ready for that and uh we're just uh well this was i think last night so we're 33 days away uh now so hopefully you'll you'll be in that um and then other sessions you might be interested in the virtual agent academy and mobile academy app academy are out there as well uh and they do sessions very similar to ours so you might get some great things out there for that for those um and again we keep showing this but if you uh you know the questions when the way you ask questions in the community uh the more information that you have and based on just here will help get you answers a lot faster so uh make sure you look at that and then the next section uh session in two weeks will be on business calendars report formatting and function fields um so that will be on april 21st uh sessions and um we're here for you so if there's any topics that we're not hitting uh put those in the community um as well and with uh that uh thank you again for coming and sorry we went over by a couple minutes but we'll see you next time thank you