uh before we start i just wanted to go through and we're not going to do introductions today but i just want to take everybody through the structure a little bit about what this work group is so we do get together and i try to do it bi-weekly except for the big break we've had uh for the new year like i said this is the first one and really our goal is to get anything out of the way that gets in that gets in between digital service delivery accomplishments and what we come away with is really helping all the organizations get better digital services out to their customers we share work whenever we can and this recording that from the presentation that'll go on our google drive there's a lot of other like prior decks or even update sets or instructional videos they'll all be on that that same drive i also have a shared instance when i send the newsletter out you'll be able to request access to that shared instance i just let everybody come in as admin part of the demo that i'm going to do today is on that shared instance like i said today we have a lot of people i think that will be coming in and out and we usually go through and introduce the new people but if you can just drop in the chat if it's your first time just tell us your name and then where you're coming from and then it's your first time just so i could see that in the chat okay so with that um i wanted to show one more thing we've been meeting since 2018 and right now we have about 430 members this is a snapshot from last year the end of last year where our group membership ended up and you can see our distribution we started out in all higher education but we still have about 40 percent of our members are from the higher education we're starting to get more diversified as we opened it up to some of the other industries and we have some plans which i'll share later on that hopefully will diversify this even more at first as a little concern that as we get away from public sector people are going to start dropping off but i think some other perspectives that have come in as of late from financial services and health care i think that really helped broaden everybody's capabilities and i'm getting more good feedback than i am bad feedback about broadening the group so we will talk a little bit more about that like i said towards the end of the presentation so i'm going to jump right into the agenda today i want to talk about there's this dichotomy that i keep running into of services providing services to other people that are going to provide services and i'm just calling it service as a service or services as a service and what i want to do is i want to take you through some use cases today and we're going to go through through a deck and and sort of a group of code that i've been contributing to as a member of the digital service work group not as a servicenow employee it's more of a work group contribution and i'll show you the next rev of that and where i am with it and explain a little bit about what it does and then i'll at the end i'm going to flash back a little bit and we'll talk about some of the changes this year okay one of the things that i'm going to do today is i'm going to go into we we talk a lot in service delivery you know one of the the core pieces of service delivery for service now is the common service data model at the end of last year we talked about 4.0 coming out and there's a lot of consideration now in the sdlc domain this this is a new domain in 4.0 and this is some of the things that we're going to be talking about today is how do i conceptualize the service from the time it's an idea and then how do i go about acquiring that service what's the whole path to acquiring that service and today we're going to talk about a csm use case that i've been seeing a lot especially in state government but it's also applicable to anybody where there's a central i.t organization providing services to other organizations and we're going to talk a little bit about how we do that on the platform right so i want to introduce you to a little project that i've been working on and it's called the i named it the public service template and what the public service template is uh is is a group of code that i put together in a custom application and we're using it today we use the version one of this in santa monica and really what it is is to take all the complexities or a lot of the complexities away from service delivery so in the beginning what we did is we had a standard portal and were able to go ahead and request items on that standard portal and it would automatically build a lot of things for us like in public sector we always needed a map right so we standardized the building of a map in a catalog item and we standardized how do we let people submit a form without logging in right the anonymous experience so a lot of that we templatize uh then what we did is we templatized the common service data model i don't want to say go ahead and deploy a catalog item a new service to your citizens or to your students or your patients or whoever it may be and then you have to come back and do all this work of configuration you have to build the common service data model so what we did is we we took a lot of that work and we templatized it so as as you deploy things in the catalog we created a workflow that would automatically build the common service data model components and so as as you went in and you said okay i'm gonna i have this catalog i'm gonna drop a new category in the catalog what we did is we said as you build this catalog we're automatically gonna say let's build the common service data model next to it so whatever you build in the catalog taxonomy we're copying it to the service taxonomy so in other words you don't have to come back and build your cmdb as an afterthought you you let the workflow do it for you so if we're taking for example uh like i have one here we have a services node a taxonomy node and a portfolio a service portfolio we're seeing non-emergency issues so you can kind of trace it through here and this is what the this is what the the public service template does for you it basically automates all these steps and what you'll end up with is is more of a you'll end up with more of a copy in two places right ones to run your business and your service portfolio and to give it to business owners so that they can see how their services are performing and the other side is for the customer so that they can go into your portfolio and request certain services what we also did is we shortened the process of creating a form so this is the typical step to create a form you're going to go to record producers you're going to click new you're going to fill it out and all these steps and then what we did is instead of having to do a lot of these things we took it and we shortened it so the template again a workflow in the background of the template because you're dropping this code into the public service catalog we automated a lot of those things that are just repetitive so what you'll see is we went from creating a form here to creating a form here so as you can see the whole process of thinking about when you're going to build a new form and let it go out to the public to when it hits we're taking that whole value chain and just chopping it up as much as we can we're just taking the complexity out of that so we took the complexity of building your cmdb components we took the complexity here of certain steps in a form that would be repetitive and then we also took some variable sets so we know when we log in we have variable sets and we want to let people use those variable sets one of those is a public map so if there's ever a location that you need to describe which is a lot of cases when you're doing public services where are you it's either your address or it's the location of something that's going wrong but where are you is a big thing so what we did is we templatized that and then those two variable sets uh we also did a variable set for common variables like keeping your lat and long on a location letting you put in your name address and email address i can't tell you how painful it was to see everybody start another form when they're doing 60 or 70 forms right 60 or 70 services that they're offering in some of these citizen service portals and everyone would start out with name address and phone number so what we did is we just took that and standardized that set so that you don't have to do that part you already start without it that that's kind of a repeat from last year i had a couple hundred hours into all that work i'll show you where it is but today we want to do we want to automate the process of a case uh actually this is what we do when a case comes in i'm skipping ahead a little bit so once the case gets created because of the service structure we know who to contact we know how to build the location because you're going to mark that on a map and i'll show you that and we know who is supposed to handle this case all that comes because we have a catalog side but we also have the service structure side okay now the pace now today this is the new code so it's a culmination of automated steps that will bring together in this case so today what we want to do is we want to look at there's a new case for a citizen that comes in and we want to templatize that process from the point where i have an idea for that case all the way through fulfillment and we want to see how much of that we can really squish down a lot of the organizations that i've been talking to most of these first couple are standard but i want to give them a place in dev and with a couple of the states we talked about citizen development so i'm going to talk a little bit about that today but usually you're going to want to make that available so you want to describe that what you offer is i t to help people provide case management to their citizens and and then after that we're going to have certain guided ways to do that and then we want to automatically let a person land in dev without having to figure out a lot of stuff in the beginning like they usually do and then from there we'll talk a little bit about the next stages and how we can even go as far as chargeback as part of this process right so today what i'm going to do is i'm going to do this fish and wildlife as the service that we're going to automate so we're going to say that fish and wildlife is a first-time customer of our citizen case management as a service and how do we accommodate them from the beginning and so it's it's a little bit different in state and local government it's not like there's 400 people that are waiting there in a customer service organization customer service is kind of spread out there's a little bit in this agency and a little bit in this department under that agency so it's all spread out where there might be desks of five people there might be desks if it's something bigger there might be a few hundred people at that service desk so we want to do is we want to let people from any service desk come in and request request one of these new case forms and so what we're going to do is we're going to jump in and i am going to start talking a little bit about what we're doing so inside of this instance this is going to be our prod instance today for the demo of this new functionality so jspirico that's my demo instance and and later we're going to jump to a dev instance because we're talking about the whole lifecycle now in this prod instance i have my code installed and this is that public service template that i was telling you about now in the public service template there there's no tables in here but there are some forms there's a bunch of workflows and this is where i spent the majority of my time is really determining these workflows but there's also a piece in here where you can go do certain things in the setup and what i do is i take this source code and i am pushing it into source control so there is a github repo for this and people can go to that github repo and pull everything i'm demoing today down everything i've done i showed you in that powerpoint all those steps it's all wrapped into this one code set so it's a little bit more complicated than going to the service now store and just requesting something but it's not much more complicated so if you do go to that repo the public service template repo it'll give you instructions here on how you can either test this in a dev instance or put it in your own instance so i walk you through how to go to github i walk you through how to get all the pieces and then each of the configurations that i showed you in the powerpoint they're documented here and there's also a video on all of them so i have a playlist that goes through these videos step by step so what i did is i this is the last one last year that i documented which is the the part where i went through flow designer and i'll have a new one in here that's going to explain what i'm showing you today so what i'm showing you today is the first time i'm showing it to anybody so i want to give you an idea of what that looks like now when you when you download the template you'll get this catalog called pub and that catalog will be automatically enabled once you install that template right so if you go here you download the code you follow the instructions you're going to have a new catalog called pub now in pub there's going to be just a couple of example services and you can change these if you want so i have public works services and then it's all going to be just a two-level directory structure so under services if i go to non-emergency you'll see i have report street light out and then i have what we're going to do is we're going to build a new tax basically a new taxonomy record here today underneath services so what i usually do or what we we do in prod is this is how we want to offer it right so so i have a state government in this case and i'm an i.t organization and i want to be able to offer these services to my agencies so if i go to agency and i say okay here's here's the one service create a citizen case for my department so i know that this is my existing portal so with that in mind let's go ahead and see what we want to do so we want to create a case for the citizen and again we're in prod right now so i don't want to create that case in prod because it needs to go back into development before i could promote it to prague so what is it that the citizen will actually see right and now in the beginning we talked about that they're going to go into we're going to create a report illegal hunting service right so this is a form that we're going to create for report illegal hunting now what is our top level category going to be well i'm going to put that in the services category again in my portal i'm going to put it in the services category and then what subcategory do you want to put this under when services today there's non-emergency issues or i can choose to create a new sub category i need to name this subcategory so what i want to do underneath services is i want to call this fish and wildlife and do i want to add a map to this so if i'm reporting illegal hunting do i need a map well yeah that's probably a good idea to let the people tell me where they're going to report the illegal hunting so i'm going to add a map to that component and then who are the people that are going to be receiving these cases when they come in so if i know the group right now i can go ahead and select the group i'll just say alabama dispatchers is that group now i i know enough now to create a catalog with some standard features in it to put a map on that item and then go ahead and i can request that now now if i'm from the fish and wildlife department what i would usually have to do is call it to figure out who in it is going to be able to create this new case for me or do i have to call in a partner or i have to do all these other things but what we're doing is once this comes into prod right we're now kicking off a workflow and this is the new workflow so this process new citizen case request that's the new workflow that i built in the studio so you'll see that down here process new citizen case request so when i push this on the github repo this functionality will automatically be on your instance if you download it so what happens in flow designer i'm not going to go through this because it's about 30 steps but what's going to happen as that catalog item comes in let me go ahead and grab the catalog items variables often so i'm going to know do they want to add a map i'm going to know what the new category all those variables and then what i could do is i could start saying is there a category that exists for that already if there is a category uh i'm going to look it up in the remote system so i'm going to look this up in development because now i don't care what's in prod because i'm not building this in prod i'm building this in development so what i'm able to do here is i'm able to use a servicenow feature that lets us do remote record lookups or do a remote record uh creation so what i'm doing is i'm actually building this model in development so that the person in fish and wildlife has a starting point they don't have to go back to the beginning they don't have to call a developer they they'll automatically once this goes through it's going to automatically create it for them so i'm not going to go like i said into a lot of detail but what it does as it works through in the end what it's going to do it's going to send an email to that person to that developer and fishing wildlife that asked for that new form to be created and we're going to take a look at that email so what happened in this case is i'm going to look at the execution of the form we just submitted but this is the one we just submitted at 319 and what this did is it went through and you could see that the catalog item kicked it off it said okay do i need to create a new subcategory and it says yes that was marked true so it evaluated to true then it looked it up in the remote system did it find that record no well it built a new record so it built a new category and a new service because you remember those workflows are building both sides of the equation your service structure as well as your directory structure in your catalog and then what it's going to do is after it's going to create that it's going to look up the record so this is the actual item in the catalog it's going to create create the record if it doesn't find it and then at the end it's going to take all that together and it's going to send an email to the person that requested this right so it sent this email and i'm going to show you that email in a minute it should have landed in my inbox so at 3 19 it sent an email to me because i asked that somebody create that form for me okay so now if i go back to my email and i want to take a look at that if i go back to my let me just hide it so i don't show you guys all my email all right so if i go back to my email this is my from 320 i got this instructions to finalize report illegal hunting right so this is my request that went in just the normal requests from a catalog nothing big here but then what i did is when i requested this item i i created all these things for you but it's in dev right you requested it from prod which is this one but i built all the records in dev so what it wants the developer to do now is it wants the developer to go ahead and click here and it's going to say you can look at how this item looks right now like how does this case form look today if i click on that it's going to load that case form for me again not in production right but it's going to take me over to development which is this digital service work group instance and what it did is it created a report illegal hunting form for me and i could describe my issue right describe my issue tell me where illegal hunting happened so it's really easy now well if this works perfect right i should be able to go back into my email and when i'm all ready to go i should be able to go ahead and promote this click on a promote button and it would automatically promote it to say hey developers this update set is ready to move into staging so whatever that case may be whether it's a change or it's going to be a an enhancement request or maybe even a demand to move that in then it could be done now if it's a little if it's more complicated than that right which forms usually are it's not just going to be that report illegal hunting but there's going to be more to it so in the email if you're a developer this is where citizen developer comes in right and you're only going to make that catalog item available to people that that know the citizen developer process at least a little bit so if you're not ready to drop that form in and to say to promote it what you can do is you can click on this button and it's going to bring you to a place where you can make modifications to that form right so i know what the citizen is seeing today and now what i can do is i can go to report illegal hunting and this will check it out for me and let me edit that if i want to right so i can edit this catalog item again in a citizen developer area this is this isn't meant to say that we need a developer to do these things so if i want to in here i can go ahead and attach a file i can put a picture in there i can go down into the questions and where i just have my map and my variables i can insert a new question and i could say you know i could just say um it's going to be text i'll just put one in there real quick single line text let's put another question okay and then i'll go ahead and insert that question and then at the end when you're when you're done making these changes and i don't know if everybody has seen this already right but this is the new catalog builder uh but once it's all done what you're gonna do is you're basically gonna check that back in so what it's going to do is when i go to review and submit here it's going to take this copy that i'm editing right now and it's going to make it make it the primary copy so once i hit submit it's checking those changes back in now as the developer again the citizen developer i can come back here and i can refresh what the citizen's seeing inside the portal and i can go ahead and does switch it so you got to go back so if i go back in my services structure now and now have a directory called fish and wildlife in dev and now i can report illegal hunting and i should have that new item on my form that the citizen developer created right so now i have this asked field in here as well as the describe field and one other piece i have is if i do want to go into a new browser and because i'm logged in here already i already clicked on it so if i open a new browser that's not logged in and i paste that you'll see that what it does it's going to give me the public version of this form so on the public version of this form what a user would see because most of the time i usually don't have to do that most of the time in governments you're not going to want to make people log in so what you're going to be able to do that should have went right there for me ah i think i missed a step here almost a perfect demo uh so what you'll be able to do is you'll be able to come in here sort of like this form if i report streetlight out if i go in there as a non-logged-in user um what it'll do is it'll ask me for my email and my last name first name now what this lets you do is the workflow uh what it'll do is it's going to create a consumer record in customer service management so even though this person isn't logging in we are creating a record of their name and their email address so it's not unlike what it would be like if you were if you let people email you to get service uh we're just keeping all those emails together so we can see this person with this email address or this name has submitted a request in our portal before but they're not logging in right they're not actually they came in as a public guest but we do have something some kind of user record to attach to that those requests okay so that's um basically the parts that we automated right where somebody come in and now they're they're all set and dev to go they have a template created they actually have a live thing in the portal in the directory structure they requested now i want to take a look at a couple other things in dev before we move on because this is really what separates service now i think from a lot of the other ways that you could have built this same catalog item so if we go back to our let's go back to our dev environment okay so go back to our dev environment you'll see what that workflow did is it created a record producer so it created a record producer that lets me report illegal hunting it created a category and this is again in the dev system it did all these things so it created a category called fish and wildlife but what it did is already it also created the services structure right so it created this services structure now what this does is it builds automatic reporting for the manager of fish and wildlife right whoever fish and wildlife is that's looking all the services they're providing they're now able to come back in the service owner workspace now this is uh what we looked at last year so these are the new views that are coming so if you have a portfolio of public services right i'm able to come in underneath services and i'm able to see okay what's in there well i have the emergency services that have that report a pothole in there but now i have fish and wildlife if i click on the fish and wildlife service you can see right now that i only have i have to refresh this because i recreated it you can see in there right now i should only have one service offering right now because right the only thing i'm offering and in fish and wildlife is i'm offering you the ability to create i'm offering you the ability to uh report illegal hunting so underneath fish and wildlife should be able to bring up that there we go i could see report illegal hunting is the one that was just created and then what we're doing here is bringing up the score so over time you'll be able to see how many people accessed one of these offerings and report illegal hunting after somebody reports illegal hunting they'll automatically get sent a survey so every 50th user i think by default will send a survey and say can you rate this service from a 1 to a 10 did you get what you expected so we'll automatically be able to use the survey capability to bring up a score here now over time you're able to see fish and wildlife well what if i want to submit another request and what if i want to have a workflow for fish and wildlife so i could automate some of these uh report illegal hunting process right so what you'll be able to see here in the version that's coming out next month i'll be able to see all of the stuff at the different life cycle stages so fish and wildlife i can see what's being developed right now and promoted what is what are the relationships other service are there any improvement initiatives and so what you get at the fish and wildlife level is all of those different work streams whether they're operational right you'll see operational work streams like the ones coming in now how many people are using it if you have slas on it it'll bring the slas up if there's any outages on fish and wildlife it'll show you those outages and so this is what the business side gets in return they get these out of the box reports that aren't very impressive right now but once data starts coming in they will be and then you can drill down into these these individual offerings and see the same metrics but at those offering levels like how many subscribers are in here right or what's the performance score on this what are the catalog items that are contributing to report illegal hunting right so it'll show you the catalog items that are clicking up that score all right so i can see usage adoption i can see if people like it or not all of that would be available in the dashboards along with any incidents that you're logging against those services um or any changes right so it'll show you that the changes uh that are coming here that are unplanned changes because we don't want to show the business every single change that we're doing on reported legal hunting because we're building a workflow we just want to show them the ones that are unplanned changes kind of emergency things that happened or we want to show them on incidents anything that's a critical incident like a p1 we want to elevate that so that they're getting messages about that okay now last year in the last meeting we had we talked about these new views that will be available to everybody so whether you have itsm professional or itsm standard you're going to get these views and what i'm showing you is the current version right we're looking at this overview in production but you'll also get instead of production you'll get a planning view which shows you the demands and the enhancement requests against illegal hunting but you'll also be able to see the build stage so plan build and run you'll have three different views on every single service that you build so if this developer this one who said hey i'm just going to stand a form up and get it to production but later that developer wants to go ahead and promote this in our workflow we can actually say okay click here to submit an enhancement request against this service right now and then you bring your developers in then you bring in the people that are going to say okay this is the custom workflow we're doing for legal hunting these are the new fields that we're gonna collapse and hide or it's more complex form but so this is the form that we just built with that citizen developer is like the string across the river right that you're gonna build this this really awesome process out and that string across the river is just the start so i have digitized reported legal hunting now what am i going to do now what am i going to do to automate it and take it to the next level so underneath here uh you'll see what i'm adding to my workflow right is is all those stages so in subsequent demos we'll be able to go ahead and say uh how do we do those next steps and some of the things that they're asking me for now is because that other department came in and let me just move open this up again that other department came in right so it's fish and wildlife that requested this service how do i now once i develop it and i click on that promote button whether it's an enhancement request or a demand that's sent over to the team that promotes it to staging and then to prime how do i go ahead and do that right is is my next step but then also how do we say create more of a consumption model here right so fish and wildlife has never used service now before but now they have a form that their citizens are using some of the organizations this is going to be an optional step but it is in the model right to where you can start charging for that service because we don't not only we don't only have the catalog item we also have that service structure so our choice is there we could charge back because you gave me the group of people i could say there's 10 people in that assignment group so i'm going to charge you back for 10 people a month and there's an ongoing charge for it to charge that organization back and again this this part i mentioned here whether you're running agile or waterfall this is where you'll be able to click because you have the structure now for reported legal hunting so i can click and submit an enhancement request against that or start a project against the legal hunting on all those iterations that can all be built into that flow so that the developer has everything in one email whether i need to go and submit enhancement requests i need to go and see how much we're getting charged right all of that can be done in those as part of that same workflow that helps you promote it to development and then and then to test and then into prod so that's the process that i've been working on and like i said i will i will move this into this automate process workflow it is in right now so if you did fork the repo right now on github you would get the most recent version because i did commit this last night but um it's not complete yet i don't have all the instructions in there and everything yet but that is the next phase that i'm working on uh so you'll see if you go into the um the jspirico demo which is the one that i was just demoing off of um you'll see there was a drop yesterday uh 18 hours ago so i am i am dropping that but once this is all done and once i have that stage done where i can go ahead as and request it as a agency citizen developer i can put that request in and then have that whole workflow i just showed you work then i'll move it to the the master branch so it's not in the master branch yet but the master branch does have everything i showed you up until that point and i will have the instructions in the readme as well so that those instructions here where it says process case in public portal there'll be a new one that will have citizen case request the fulfill stage and it'll have a little break out here and you'll be able to pop that open and you can see that you know it'll be a complete status and you'll be able to watch the video on it which will be sort of like what i showed you today but shortened and then and then um and then just what's coming next so those new things that i told you about right that we want to do a chargeback model in there and we also want to create an enhancement queue against the service that we built those will be in the coming soon section all right so whoever wants to come off mute if there are any questions i'll open it up for questions if you need me to jump back to anything or show you any of that happy to do that if not i'm going to ask you guys a few questions okay all right so maybe somebody if any if somebody wants to chime up the the part that i'm wondering about a little bit okay let's imagine that fish that use case we just did fish and wildlife i created that form in dev right so now we can submit a case in dev and it's sitting in development and let's say that right now the citizen developer that's in fish and wildlife is very ready to promote it he's happy with the form the way it is and is ready to move that into production what does that request become does it become a standard a standard change does it become a demand body of work for the it team or does it become an enhancement against an agile project so anybody that that's doing this today that's in it like the shared i.t agent agency or the central i.t agency would you have a a read on that like do you have something in your mind that says this is how i would do it well i would for me i would look at some of that like if you're creating a brand new one it wouldn't be necessarily an enhancement right unless you're looking at modifying an existing object right so it would be more of that change or demand piece but i i guess i don't know it's tough because you know it may fall into needing to be added to the agile board of things but yeah yep because that's what i was thinking too is we might be able to do two like if i created let's say i use this model that i had here and i created fish and wildlife so let's say this is my digital product but then if i add another one like report illegal fishing i'll get real creative but i'm adding one to the existing fish and wildlife digital product i'm now adding report illegal fishing so maybe that that is a change request but because i built the product here maybe that is a demand because it's you know what i mean like it's it's a bigger set of work to add a whole directory structure or a whole service instead of just an offering on an existing service does that make sense it makes sense and then um i guess too it's going to be a matter of are we working in an agile right agile is an enhancement against the product and in 4.00 in cscm 4.0 you can have these these services can actually be digital products so you can put a model on fish and wildlife you say model 1.0 includes report illegal hunting but model 2.0 says report illegal fishing and then i release that all all is one so we kind of add up the domains until release or add up the enhancements and staging until a release and then we promote the whole fish and wildlife as a product release so that could be another another way to go about it yeah at argonne right now we uh catalog items require a standard change request standard change okay that helps but but your concept of building out the whole sort of service environment initially that it kind of falls under demand to me but then right now in our organization that would mean you'd have to have a small project around it before you did it but you've actually coded that whole of it so i don't you know i guess if the demand got approved you could just automate the whole creation of it but even standing up a service you still have to have a change request tied to it i would think if you're gonna if you're gonna add something new to your catalog and and onboard service owners and stuff you might want to make sure that change is involved with that just to make sure the right people are notified and informed yeah yeah because that's a big part of the work now too because i i did this and it's just like it's an open service form right because i we created that fish and wildlife um you still have to come in and do all that other work to actually give that thing some teeth i'm really gonna come into the offering report illegal hunting and i need to say okay who who's the support group for this i could have automated that because i did let you put the support group on the bottom so i could automate that from the form because they'll say okay this is the support group but also but then we still have the other things like you mentioned before like who are the owners on this and who are the all the other people right that are supporting this service great well sometimes when we build out new offerings like this we have to train the support group on how to manage the ticket when they get it yeah great because where you get the i put this in the service portal and then it's a black hole and nobody actually delivered what i asked for so yeah so the other nice part about having this service structure besides having that team is you have all the permissions so instead of doing permissions on an assignment group you just say hey only people that are in that fish and wildlife can see that fish and wildlife service um right so all that structure is defined underneath in terms of what lands in the you can only go into your um agent workspace you can only see fish and wildlife because that's the group you're in right yes yeah it's very nice very cool cool all right anybody else have any comments or questions on this all right now what i want to talk about a little bit too because i'm working with a couple other counties and just take this report illegal hunting use case and turn it into password reset right so i'm in a county and they have a sheriff's department the sheriff's department has these certain things for keeping the armory and they have they have people call them for password resets because they control the armory application now if you're i t how do you not do password resets for the armory but offer them a service where you can broker password reset to them and what do you give them well you give them the form you give them the intake you give them the agent workspace to take in the requests and you give them the process for resetting passwords in the armory application and so we can centrally manage all that just like you would do password reset for anything else or incident management or change management and so structuring all the services like that so that we have a model underneath the mall and we're we're not the one that's actually doing the password reset so your pet you're providing the service of password reset to another agency so that they can do password resets on their own it's very similar to we just had did illegal hunting or or asset management right so i'm not going to be the asset manager in it i'm not going to take all those responsibilities on for your audits and keeping stuff up to date but i'm going to i'm going to be able to discover your assets for you so what is that service that i'm offering you to be able to manage your your own assets um and that's the that's the type of thing that i'm hoping that we just cross that bridge a little bit here is these repeatable um offerings of where you're offering that dichotomy right you're a broker of that service you're not the deliverer of that service you're brokering that service to somebody else it's just like hardware like if you're an organization and you say okay i provide laptops you don't just hand somebody a dell laptop and say here you go right you you're going to put your standard image on it you're going to make sure your security's in place so it's that whole wrapper around those things and this is more just you know case management is a little bit extended but it's very similar to how we're already doing hardware and software and that's so i'm hoping that these things in the value stream that i just showed you for how to deliver a case to an agency i'm hoping we can do it the same way for all the things that central it provides so cases of service is just one example that i want to make sure i got away from an it use case because a lot of people get caught up between are we actually delivering the incident management are we just giving that to somebody else so that their fulfillers can manage incidents so that's that's the concept for today all right i have one other piece and then i'm rushing to the airport so if anybody doesn't have any questions on this i'll close out on this for today okay and this will get get us ready too for those 4.0 discussions that's part of the reason i wanted to do this and i want to talk about that that early sdlc stage right so that we understand how the model impacts those things that aren't all production right since 2018 we started the group we're looking at all production use cases on all of it assuming that these services already in operations but now we're going back and really rethinking that process of how we we structure the service to share it with others right now this year we're looking at reshaping the group a little bit or kind of up leveling the group and in order to do that what i did is i i started to classify some content and the content that we look at is we have a lot of content down here today so if you look at it on a scale where the top is business focused it's focused on you know the accomplishments the capabilities the organization needs to run uh to down here where it's very focused on the technology the underlying technology and then going on on this access right we go from very tactical it's focused on a single thing versus more strategic where it's brought broadly focused you can see different people this is just me kind of spitballing it you know what people that we would actually be talking to in the process of delivering digital services depending on how the content is right so if we're very business focused and strategic it's more around the c-suite where if we're more tactical and technology-focused it's focused more on our people that are in on the service desk team or on the operations teams so what i did is i looked at our content last year and these are all the recordings that i give to everybody so we had one on digital service financials which was a little bit more business focused because it was on the um the dollars and cents of operating digital services but it was still focused on more of a single person it was focused on that finance person we did some financial modeling and we did some things on a framework for digital service delivery which just focused on we have this group of services how do we do how do we improve the experience how do we make it faster or how do we get better measurements on how we're delivering that service so it was is very focused on three core attributes of the service that the business was interested in but as you can see a lot of our content was down here so as we look this year i'm going to be able to broaden this so we're looking to our group to do this a lot more because in the enterprise architecture group we have a lot of people that are focused on really big companies in different industries and we can bring in some different perspectives like here how are we looking at these portfolios and how is each department consuming those like very specifically how would an hr manager want to come in and look at all the hr services they have and all you know how are the erps that they're using to deliver these service performing if we go up into this one it would be more about how is the c levels setting strategies on digital services right which takes us into the digital transformation area and uh what are their big focuses and how are we supporting that with all this structure work that we're doing and then more as you go in and here it's more of like the architects and the ctos more about these portfolios of technology how are you really taking a list of all your technology that you bought and ensuring that you're making the most out of that technology and that's really where that organization are we buying the right stuff to deliver those services that we need or are we retiring the right stuff that's probably the biggest question and most orcs that i deal with are we killing the right stuff over here and replacing it with modern stuff right so a lot of the a lot of the sea level people that i talk to that's their big challenge is how do we get rid of that technical debt and those 40 year old applications or 30 year old applications that we have sitting out there so part of the the part that i'll be talking to you about and we weren't ready to come out with it this time but i'm talking to my manager who's new he's only three weeks in and i'll be working with him and then um also the enterprise architect manager who um have tentatively agreed to sponsor the group right so we'll be able to get more input from more people instead of me delivering the content we'll get a lot of smarter people on and people that worked in both larger and smaller organizations right so we'll have a broader group of content coming in but we also want to broaden this up to help people that are better customers like i see more people now like all right john i figured this cstn thing out and they're all dressed up with no place to go right they they know how to build service and how to structure services but this their cto or their cio still doesn't understand the value that it brings well i can do financial reporting on it well they don't really know that right so a lot of these things that we have to arm you with right to be able to to structure these portfolios is communication up i think we focused a lot on all the communication down how do we get that technology and group it together and start packing services into our catalog but now how do we actually use it to run the business so pushing out into these other areas and broadening that content is going to be a big focus of this year um all of my technical demos like today was pretty technical it'd probably land down here but we want to definitely open that up to some of these broader topics in digital transformation uh and how the digital services support that instead of just you know how do we build models around them because eventually you have to move on from the models into value realization or we're not gonna be able to do them right so hopefully what we've done today and then talking talking about some of the automation how do we blend ai into that that's going to be a really cool topic when we get there those are the things that we really need to be forward looking with in order to make sure that we're getting the value out of the models that we're building so i think stretching it out like this will help everybody realize the value instead of just our core group that we've been working with all right anybody have any feedback on that or takeaways hopefully uh if if you're not okay or you have concerns drop me an email um we can we can talk it through if you're ready to present i definitely need some i definitely want to mix in people that are doing this instead of all this this stuff that i have which i said is more theoretical because i'm not one of you guys that's actually delivering these services um let me know and i'll get you on the agenda i think we had kaiser and um yeah kaiser that was ready to speak and there was one other one too so if you're ready to come on and share what you're doing or share where you're getting stuck just drop me an email let me know right last comments i know it was a lot of me talking today not as collaborative with that out i will close it a little bit early and uh thank you everybody for attending appreciate it