record well hello everyone welcome to our office hour number 47 for apm product roadmap and fitness conversation we have our awesome senior product success managers and a product manager here of the product uh who will be walking us through uh apm today so as a reminder of the format for those who are not familiar with it the first 30 minutes is all about covering the topic nature having a good dialogue related to that grounding us in the framework and the foundations and best practices that us here at servicenow would like for you as the customer to understand when it comes to this product um with the remaining half of the time the remaining 30 minutes is open for any questions or comments that you guys have in the field so feel free to unmute yourselves or type in your question during the chat if there's a topic uh or a question you have while they're covering the topics feel free to put that into the chat window and we'll take a quick pause uh to answer those questions if not we'll just push those off to the end of the um the session to get us some good time to cover those topics um the other thing is for those who are just looking at this through the video which is very popular these days uh if you have any questions feel free to reach out to those that are email that you can see in the presentation deck that's showing on the screen right now as well as post some of your questions within the community window and we'll try to raise uh respond as soon as possible so without further ado i'd like to head it over to uh tabby voss and andorran or box awesome thank you charles um so my name is tabby voss and i want to welcome you to our very first iteration of monthly office hours hosted by the apm team i am a senior product success manager focused on apm growth and maturity for existing customers i work out of the dc area and i am joined by doran orback who is the senior inbound product manager for apm so we're going to be hosting these monthly in accordance with the customer success schedule and as charles mentioned we really look forward to your feedback on what sort of topics you'd be most interested in we did want to kick off with the discussion on product maturity because we assume most of our attendees have apm they're looking to explore more depth in the product so we're going to review our product maturity model today in addition with our product agnostic fitness model adherence um and then doran is going to give you a quick look at the upcoming roadmap for apm next month that we're going to run through the digital portfolio management tool which is available on the store and it serves as a visualization tool that looks at end-to-end life cycle of a digital product which could consist of services and or applications so it's really cool functionality that's coming out so we're going to kick off with product maturity models and just full disclosure these are a little bit on the older side we created them in the product success group to show you a crawl walk run approach through the lens of our apm product and other tools on the platform so i think this is a pretty relevant view but we're also going to mature this to align with the fitness model that i'm going to show you next fitness model is five levels and it's more targeted to the discipline of apm as opposed to our product so kind of looking across you know depth of application portfolio management as a discipline because it's product agnostic it's focused on being good at at the discipline as opposed to the product but we're going to show you where we fit in and how we support it and our next step is going to be aligning the two so we'll kick off with the product maturity model this is where we talk about product maturity through the lens of our apm product in a crawl walk run view so that you can work on creating a functional roadmap for growth within your organization so level one is really defined as having a robust application inventory and that gives you a basic level of visibility into your applications and potential categories or groupings of those applications so you generally have your owners defined at this level you have processes in place for maintaining and updating your data in order to keep your repository up to date everything here is about basic data updates and mapping and you get there by having your application services defined by having an operational cmdb having a business architecture defined via csdm framework alignment then as you move to level two you start to get a little bit more mature in the tool and we start leveraging the group analysis and rationalization functions with an apm so you're starting to measure the indicators of an application you're sending out assessments you're considering what should or should not be in your portfolio through the course of that you're also looking at demands and projects um if you're using those in in itbm and then weaving in ppm um you might also be looking at your technology life cycles via integration with sam and ham you might be expanding into information objects that would be predicated on having your information portfolio defined but otherwise again discovery service mapping and then starting to look at itom and itam integration and then the furthest level of maturity is level three and that's really doing strategic alignment so it's great that we have business capabilities but is the work that we're doing actually aligned to those capabilities so asking the hard questions are we doing advanced rationalization and getting ahead of risks and decisions around the technology portfolio this is a little bit harder to define in level three because you're using capabilities in the prior phases but using them differently right it's a bit of a more mature look um so that's why i prefer to look at the fitness journey for these higher levels because i think it better defines the work that you'll be doing as part of the discipline it's less functional use of the system and more operational use and strategic planning so let me jump right over into that and show you what that looks like so the fitness model again is a product agnostic view of maturity so you could use this with any tool um we call it the fitness journey model i have a guide that i can send you that you know gives you an overview of each of the the different levels different behavioral characteristics at each level and gives you a high level overview of how to begin your own journey towards apm fitness or i'm pretty sure it's on the website somewhere so i will look for that so we'll start with level one um and i'll go through each of these levels individually and then show you how it aligns to the product so we're going to start with um level one which is basic application inventory so at level one organizations are really just beginning to understand the digital assets that they've got in their organization this is progress from having a complete absence of an asset inventory but it's still highly limited so at this point tracking is usually done through spreadsheets there's a reliance on manual supply updates of data and this usually results in an inaccurate and complete or outdated inventory and that can sometimes be worse than no inventory at all because it's creating a false sense of security around information you don't have enough information to make good decisions to make good decisions you need a complex and time-consuming mining of data warehouses to validate news information so this is very basic most organizations are past this level but this is an example of filling up the application table via the the ci so that's very basic and then we move into level two which is an i.t focused understanding of applications and the key characteristics here is the shift of assets into a central repository that allows for better tracking and management so at this stage the focus is still on capturing and maintaining information in a timely manner um the owners of those digital assets are still expected to manually maintain a lot of the elements but the ability to integrate with the enterprise technology infrastructure supports some automation of those elements as well so this allows for the development of trends it supports the very beginning of effective management of your portfolio having good visibility for your your business stakeholders and your technology stakeholders is going to improve the completeness and the accuracy of the data that you capture and it creates a good foundation for those higher maturity levels so i would say it also probably supports the evolution of the inventory from individual elements to a network of related components so you're starting to see more of a true portfolio view and this is a good way that we can find it in the system via apm so kind of looking at all of those related objects that are connected to the business applications that you understand the entire breadth and depth of your product level three and this is the lining applications to the business so i would say effective application portfolio management isn't necessarily about technical capability it's also about business performance so to move from nearly maintaining an inventory of applications to managing an integrated portfolio you really need to understand how those digital assets support things like business capabilities or business strategies at this level you'll generally be at like mapping your your application inventory to business capabilities so that you've got an enterprise-wide understanding of of how applications and and the underlying platforms that they run on support all elements of business performance and this is going to give your technology leaders the context that they need to be able to manage the app portfolio effectively right so if you understand the various components and how they support current operations and future plans that context is going to give you a basis for for refining the data further to give you more insights and lead to more improved automated data capture then you're managing things more effectively so it's becoming a more effective tool for you to support the business as opposed to just supporting it many organizations kind of stop here and they're satisfied but there's further you can go there's more depth in the discipline if you want to be able to optimize performance and that's where you start getting into that level three on our product maturity journey that i was describing earlier so this is you know an example of our business capabilities screen um where we talk through you know the score of the business capabilities the hierarchy of the capabilities and how they align to applications okay level four so this is rationalization right apm at this level is really a tool for proactively improving the business your it leaders can start to make decisions around digital assets specifically to improve business capabilities and specifically to enhance you know the execution of strategies so you're doing rationalization you're doing modernization you're identifying areas of risk and exposure so that you can address them so the application portfolio it's gone from you know a list of applications to this valuable tool that can be used throughout it and the business to be able to support decisions right so things like information security or regulatory compliance privacy financial planning it is enabled to now inform smart decision making which should enable improved management of everything strategic investments tactical support requirements you've got a really comprehensive window into your digital assets which is a vital prerequisite for digital transformation and here's an example of our our group analysis so you can see your application roadmap and then level five this is complete integration between the technology and the business functions so it's the highest level it is perhaps a little bit aspirational but it embodies a true integration of both functions and that happens through total visibility total transparency into the portfolio by all business areas in all technology capabilities um your app portfolio can be viewed by all stakeholders um they're doing it in a context that's relevant to them so that they become valuable contributors to strategic decisions and as those business and technology decisions become more closely intertwined over time the app portfolio becomes really an extension of the view into how the business operates so the ability to rely on your portfolio this way is driven by that integration and automation of the portfolio data all of your enterprise platforms are integrated um application portfolio is providing data that's always accurate complete it's current and it's reliable and because of that because of that stability it lets management focus on things like operational oversight and management which just sort of like snowballs right you get more efficiency more effectiveness you can also track metrics um for these models and that's something that you know we've been working on in product success creating metrics that make sense so that you can target where you are on these levels and um kind of the value that you see in the tool so you can have metrics that get created that support placing you in any of these levels it's just a matter of creating those point in time measurements and then tracking them so basically you're going to want to take a baseline on your activities and your table usage at a certain point and then compare that to where you are later and do a trend and that's also going to give you a good idea of you know organizational adoption as you as you spread it out um you know i can talk to you about you know what those metrics might be at each of these levels but i don't want to like run out of time for questions and for doran's content so i'm just going to kind of leave that there especially as we're still building it but if you're interested please feel free to reach out and i can talk you through what i'm considering um beyond those metrics we've also got apm specific kpis um so you've got operational metrics you've got kpis and you also have something called critical success factors which talks to value realization and value management as a topic is a huge discussion and i don't want to open that pandora's box on this call because it could be like an entire hour of discussion on its own so i i can absolutely do that on another office hours if there's interest but at a high level value tracking is important because it tells a story around investments that you've made and investments that you'd like to make it's a justification for spend but it's also a commitment internally to continuous improvement so you want to be able to measure your maturity improve your maturity and also support the best possible outcomes so this isn't like a one-time process to justify spend that you've made so much as an ongoing process to make sure that you're operating efficiently and strategically within the tool there are multiple metrics you can track so you've got again all of these operational ones they shouldn't be a surprise to anybody key performance indicators that you get via doing your your assessments and your your indicators in the system and then the critical success factors um operational metrics usually show up on dashboards kpis would light up in the workspaces like group analysis or capability and then critical success factors are those business-focused metrics that speak to outcomes and you can usually decide what you want to measure based on your desired outcome so it really helps to start there so let's talk about maybe some metrics you could create that would speak to outcomes and ones that could leverage other data on the platform things that i'm thinking about as i as i craft this methodology is you know what about creating a business value metric where you're calculating what percentage of your demands and project and executable work relate to application cis because if you understand the value of the demand and project work that relates to applications and you also understand the breadth of your demand and project investment so dollars putting dollars to it you can work out the increased visibility of of apm into your ppm portfolio right you could also look at the business value delivered by each application compared to the business value delivered by supporting strategic business goals you could score applications on things like strategic alignment business process impact direct payback risk revenue you could also look at like resource optimization against different applications there's also the the fundamental options like elimination of redundant applications so creating a report that shows you you know how much you saved by eliminating applications that had duplicate functions or capabilities um you could do percentage of business applications by business process or capability or applications aligned to strategic initiatives labor incidents changes project by business criticality so you're looking at things with a different lens right not just looking at you know how many incidents or changes or projects we had by application but by business criticality so you're using a different grouping you could look at things like obsolescence so the number of technologies that are complying with your technology standards is is definitely on the strategic side so that's just a few examples of like what exists in the product and things that you could create to be able to um create or fortify a value realization endeavor within your organization and again if that kind of thing interests you please reach out to me because i'm working on it now and i'd love some some extra input um before i pass the ball to doran to look at the future roadmap for 8pm i did want to direct you to our community page which i think you should all be familiar with um so i've got it popped up here so if you search forums for itdm there's a solution specific learning section for apm um office hours is where you find the office hours content so it's just below we're keeping the apm section up to date with scalable content that includes best practice guidance on things like maturity things like different use cases we've got information on cstm alignment so if you can like log into there i think you have to be logged in to be able to bookmark it then you will get updates when we update it with new content um and that's actually everything that i wanted to show you today so doran are you good if i pass you the ball there was one quick question before um brett had asked uh about actually brett if you want to unmute yourself you go ahead and read out your uh comment there maybe some feedback on the product teddy but i mean one thing i always struggle with is how to link some of the underlying snow data models to the visualization tools i've actually got a file that our customer outcomes team created that does just that and i would be happy to send it to you have you seen our our nail create collateral no and i probably haven't been on the community there's maybe i need to look okay i don't i don't think i have it linked to the apm site just yet but if you search now create um there is a um an amount of collateral see if i can find it while we're talking um that our input our own servicenow implementation team has created to help partners and to help customers self-implement um they're called success packs but you can also search let's see for just specific collateral and they have one that walks through all the data elements within apm and where it aligns oh beautiful thank you yeah i'm having a hard time finding it but i'll try to do it by the end of the call so while doran's talking i'll look for it yeah thank you very much tommy so what i'll do now is present the planned roadmap for apm which is taking off where tabby started then let me show my screen and i hope that you can see it now yes okay great so so first of course uh this is a forward-looking uh roadmap so this is the for-looking statement for it and of course this roadmap might change and we adjust it all the time based on customer inputs and sessions like this and first this is what we have today and tabby presented it this is from a product view from the apm product view the different kinds of things they can do with the product which are application rationalization business capability planning and aligning the applications and the things that you are demanding on your applications to the capabilities and checking which capabilities served in a good way and which is served in a lesser way and you should improve on it the ability to run technology risk management which generally helps you to view the life cycles of software and hardware and to connect them not just on the asset level but also to connect them to the business application level so you can measure risk on the business applications and remove technology risk and solve technology depth on them and the information asset inventory which helps you in general to understand which kind of information you are passing in your applications and if there is the privacy concerns over their privacy considerations on the information assets and the last of course is the ability to roll it all to actual planning by the ability to create demands to create programs based on what's going on for example if you want to rationalize up to resolve technical debt and the ability also eventually to track this demands and to understand the road map for a specific business application based on these demands so this is all what is the existing today in the product and from this let's see what are the strategic priorities uh for the next releases of 8pm and the first one is a kind of a clear from where servicenow is going one of the things that we are doing in service now is modernizing the user experience moving to a new level and this is something we are planning to do also in apm one of the main things that we are going to planning to announce is what we call the enterprise architect workspace which will be a more top-level design workspace for enterprise architect to control the the features that we have today and to get more tools of visualizations like heat maps and diagrams and in general also to resolve better navigations and to add more uh reports and dashboards to the applications which i think is something that can be improved in the product today the next item is the ability to do stories that relate several products together and to get more value mainly with the asset management and the operation management but also with tools like grc and in the upcoming release the main thing that we are building is the ability to create what we call a technology standard or a technology reference model which will enable customers to select software that is being standard in the organization and to approve it and for example it can be that you approve a starter for database category and you are saying that you allow postgres and oracle to be part of the technology reference model in the organization but other database technology is not the standard in the organization this is on the first level on the second level customers will also be able to decide that specific versions of software are proved to be used and what is the life cycle the internal life cycle of this software so if we want to sunset software even before the end of official lifecycle of the vendor we will be able to do it and we will be able also to refer and to look if this is a an approved technology or not and from the side of business owners a business owner will be able to look into his business application and to understand whether he is using technologies that are part of the technology reference model or that are not part of the technology reference model and then it will be able to act based on this maybe to ask to adam to be part of the technology reference model or to create some kind of a demand to resolve it on its business applications so you will not have this technical depth or even technical usage of a software that is not approved and we've seen in cases like the log4j the recent look for jay the importance of understanding what is the software that you're using if it's really a software that is allowed and this is a on the green side of things and is a not a software that is not proved to be used in the organization and we are going to continue to work on several more use cases together with asset management and item for example to enable a understanding better the cloud migration and which applications better fit to move to the cloud to see sec ops so for example to see which applications have more vulnerabilities than others and so on the third item is the ability for enterprise architect to plan the world so today we present diagrams and tabs show the one diagram of the existing state of the architecture the current architecture of the application but in many cases you would want to paint the world what will be in the future what is the expected architecture of this business application or if it's a capabilities and you want to paint it and to categorize it for future use cases and for this we want to have a modeling tools which enable you to start from the starting point of the current design or start from scratch depending on the use case and draw the architectural the future architecture it can also be used by application owners if they want to go to approval of enterprise architects for their planned usage of architecture they can paint the future architecture and then submit it to enterprise architectural board for review in the first phase test we are going to create some integrations with existing tool for example as you can see the ability to integrate with tools like lucidcharts which are very popular by several enterprise architects or with visio which are the tools that are becoming standard to be leveraged for doing and in the future we also look into adding our own capabilities of modeling within the product within the tool so you will be able to drag artifacts like tables or configuration items and to add them to enterprise architecture for future roadmaps of an application or a certain architecture that needs to be modeled the last part where we were focusing is to add more core enterprise architect capabilities for example one of the first things that we are doing and looking into is the ability to do api and integration management as you saw a lot of the focus that we spend on apm is the applications it's the application portfolio management but one of the things that is growing in its importance in many architecture in organizations is the ability to use apis and to be a more service oriented provider and in order to achieve the compliance for this and to show how this api supports the business because a lot of work is spent on building this api maintaining them securing them of course it's one of the big things an api of course entry point so they can always save a risk it is really important to document which apis the organization is which integrations are using this specific api which data objects are passing via these apis so this can be managed in full transparency and other areas like customer journeys and process mapping and business process mappings which for which we will again as i mentioned in the beginning we'll announce more diagrams and capabilities to visualize things in new ways so it will be easier to build this process mapping customer journey maps with individualization tools so these are the four main strategic areas in which we are going to invest the direction in apm as you can see a lot of them are going to what enterprise architect as the persona needs so the product is orienting itself towards solving more of the problems of enterprise architect and giving them more tools and capabilities to better design the future of the organization and to align the technical roadmap to the business capabilities and the goals the business goals of the organization in terms of uh releases at the current point we are can settings more clearly for the tokyo release which is our coming upcoming release which will contain more the of the technology reference model and technology standards which i mentioned the ability to integrate with lucid and also the ability to create and keep all these diagrams and documents that we are working on as enterprise architect to keep them as part of the architectural artifact library and to be able to categorize this library and assign all these artifacts to the category and we if we look towards the end of the year we aiming to have the workspace the enterprise architect workspace which will be a new user interface a new way to interact with the apm of course it will take us more than one release to enhance the end-to-end capabilities there but this is a journey that we are starting to take towards the end of the year and then there are more of the things that i mentioned in our strategy coming up in uh more of the future uh releases so so this is in general our roadmap for ipm and we can stop here and if there are any questions on this i would be happy to answer them hey doran can you clarify your visio and architecture library is this more storage or is this also creation and linkage to the underlying cstm data model so at the first stage we are going to create integrations between external tools like lucidcharts or visio this would be more the ability to store them and to create a starting point so for example you will be able to export an existing business application diagram to lucidcharts and to start to paint based on this but it will not be the first stage connected directly to the [Music] table so to the sea ice in servicenow at least at the first stage future states future phases will try to do this two-way integration where we once you change something in the design in the architecture which will also create a linkage or a reference to servicenow items and in the more future i would say in the long term future we are planning to create our own modeling tool which will then we have full cycle with servicenow objects to be able to create drag objects connect them and so on did this answer the question well thank you for the clarity sure i'm wondering if you've looked at architecture and languages like archimate as a way to visualize and standardize your input and output during i think archimede also has an xml language for exchange it might be a bit more flexible as you think about your feature thank you that's a good reference [Music] no i didn't so i i will review it thank you wait any other quote any other questions or comments it looks like brett you had another one um interjected in there this is the time where it's pretty much open for any questions or comments from the field so if you guys have anything that you want to ask of the subject matter experts from the beginning with tablet coverage as well as what door just covered feel free to take yourselves off mute and go ahead and just ask away charles quick question can can we send you the deck for the recording as well in case anybody needs it yes okay awesome all right and then while we're uh going through our last bit of questions we have a couple minutes left um i did launch the office hour feedback poll so for those who are here feel free to fill those out that helps us to continue these office hours with any feedback that you have but are there any open-ended questions at this time uh for the subject matter that we have on apm hey yeah this is kyle um can we discuss a little bit the time between service mapping and the technology risk use case of apm you know i'm just kind of trying to understand how critical it is to have service mapping to uh be able to achieve those sorts of technology roadmaps or is it something i mean is it uh helpful but not required sure i am actually just pulling up a slide to see if i can uh show you this in a picture give me one second all right i am going to share my screen this i think is the best picture that defines it so service mapping um helps to create within tpm the link between the application and the underlying application services so if you look at the tpm screen i'm not sure if i have this in my deck as well it organizes natively by business applications and the underlying application services and then under the application services you see the hardware and software models that relate to those application services so what service mapping does and i do think it's it's pretty core to this is create that link between the application and the application service so that you then have the technology models that you can associate and that's about as deep as i can get not actually being an implementation services dorne i don't know if you have anything to add to that yeah no that's a good summary of the ability to see the technology so so you will need to have the technology life cycle you need to have the software asset management and the the ability to make better business application but can can you please repeat again the question was this the question yeah i'm trying to understand how important it is to do it with service mapping versus maybe the alternative is creating the some of the relationships manually yeah this can definitely be done if you uh ever visibility into what software is using business application and so on it can also be done in a manual way okay thank you gabby you're showing a tpm roadmap now and i thought that could be earlier in the talk you showed in the application roadmap perhaps i did i think that's in a different screen entirely so this is the the technology portfolio management which is is where the application services are visible um where the underlying software and hardware models from him and sam would populate and can you compare and contrast that to the roadmap you showed earlier oh sure let me just try to find that i think i closed that file i don't know if it's in this one uh may not be give me a sec let's see if i can find it [Music] it was in here [Music] yeah okay so this shows you the investments that are attached to this application but it doesn't go down to application service or technology okay so this is more applications to demands and projects exactly yeah so you'll see it kind of looks like that investment portal view okay yep and you can kind of regroup this as you will i don't think i've seen that in our service now but that may be because we're on um eris or something okay i'll see if i can find out where it is and send it out where do you see most of your customers being at have you showed us that five step five level seat yeah honestly between one and two so we do have a lot of customers that are still at that phase where they're trying to define the csdm alignment getting their cmdb um up to date and current and complete and understanding what's an application what is an application service creating an application inventory and just starting to kind of connect business capabilities to those applications or they have very immature application assessments um and they're working on doing that rationalization exercise for the first time which is why i'm honestly glad to be doing these office hours on fitness and maturity because it is targeting all of those customers that are looking to get more mature and more depth in the product thank you yep brett was your question specifically like on the aps instance how do i get to that um that portal to see these types of views um the application roadmap is one i just haven't seen and maybe i just missed it the technology probably whatever the tpm one i've seen before okay okay i'll look offline on there okay any other questions comments or concerns at this point charles one that um brett uh mentioned earlier that we may have missed was the white paper fitness model will we package all the items to this audience could that be included as long as uh tabby provides that link you bet absolutely and actually it should already be in my community site for apm if you look there it should be there but we'll make sure to link it separately thank you yeah of course yeah i had one quick question on uh technical debt technical risk tracking and servicenow and just looking for uh you know among the tools like apm being able to capture those insights uh governance risk and compliance module those sorts of things is there a preferred mechanism to track technical debt technical risk across a landscape and how do people to typically achieve that doran that might be something you'd be better positioned i don't run into it often um so it might be something i'd have to pull our outcomes team for so what is the goal you want to achieve technical uh risk within the entire landscape and not within specific in this application kind of like the equivalent of a risk register in kogaf terms that allows you to track technical debt throughout the organization the impact of it potential costs for remediation those sorts of things so and how do you define technical dept technical debt meaning in the course of project execution for example there's always trade-offs balancing near-term constraints versus long-term risk so a lot of companies will maintain a risk register of i.t you know potentially being down rev uh security vulnerabilities those kind of things but you know have those correlate so that you know when we're in shaping the investment portfolios were aligning those outcomes you know in future projects to remediate you know gaps at risk yes so the current two things that you can do is want to associate the only thing that tpm allows you which is the life cycles you can also send the decide on your own internal life cycle so this might represent better the technical depths you know in the association that you can do and as i mentioned in the next release will also allow you to more declare technology that is a approval disapproved and also to set the standards for this technology for example if this is emerging technology or sun setting and then you will be able to have one report that shows you all the technology that is being used for example and is in a sunset mode or that is in a different associated mode but i'm not so much familiar with the model that you specify so if this doesn't answer it maybe we can take it offline and discuss it i would be happy to understand which what would you register in the technology risk association i almost wonder if it could be done via the the application assessments or the capability assessments because when you measure technical debt it doesn't really mean much unless it's in a business focus right like via a capability or maybe articulate it as risk to that capability um so like i'm comparing like technical debt to technical risk which is business risk um that is how i would do it is via the assessments that's the uh within the ap module yes exactly yeah okay thank you yeah of course good questions good questions [Music] um no nothing but good good uh update then from brett um any other questions comments we have about seven minutes left anything at all so i'm going to start the countdown going once [Music] going twice sold all right awesome well thank you all so much for attending the office hour for those who are listening to the video and watching the video like i said before make sure you have any questions reach out to us via the community page we'll do our best to respond to those for those who attended the call live thank you so much for your questions um and then definitely continue looking forward to our next apm office hours so uh great and exciting things ahead take care everyone thank you bye-bye thank you