[Music] thanks greg for kind of taking me through some of this it's how cstm works with uh change we haven't caught up in a while and i know you've been working pretty diligently on improving how change management works and and plus how it supports csm yeah absolutely csdm has been a really great addition to what we're doing at servicenow but in change management we've been able to take advantage of it in a couple different areas one is we now have a change group so if that change group is populated and you don't already have an assignment group set it will auto populate that assignment group but what's really a cool feature that we developed back in i think it was san diego was the addition of dynamic ci groups so dynamic ci groups is part of what you guys did mark as part of the csdm cmdb solution and we just took advantage of it inside change so that's kind of a background on it yeah i mean well i know when we came out with it it was um it got a lot of interest and of course customers wanted to use very new other interesting ways that we hadn't really planned on at the time so uh we can appreciate you you get you know accommodating in their roadmap and getting it in there yeah so this is a um one of the reasons dynamic ci groups is really interesting for change customers is because as you probably can imagine there's this unique need sometimes to do a logical grouping of cis so that you can treat them like a service and run a change request against them um you know some of the use cases that i typically share with customers are it could be like a campus move from one location to another or it could be a set of you know servers that you're patching that maybe span different classes and you can create these dynamic ci groups and essentially you treat them as though they're a configuration item or a service and what's really cool about this for us mark and for our customers is that when you have a dynamic ci group what we're actually doing with that is we'll add it to the affected ci's list so here you can see i have lexington avenue campus yeah and i'm saving this record and what it's going to do is drop that dynamic ci group down in the affected ci's list so you might be wondering why is that important to customers but the reason it's really cool is a couple things one is we unpack that dynamic ci group down here when it we put it into the affected ci's list so the reason that's pretty cool the customers is now they can groom this list so if they want to say yes it's all of these except this macbook pro and i want to remove it we can essentially remove that ci from there okay so after you've unpacked the dynamic ci group because it picked up that particular item in in as part of the query or part of the group but you just threw it out after unpacking it yeah so it allows you to groom the list after it's unpacked the dynamic ci group now if you go down here and remove this actual dynamic ci group that you're seeing here lexington avenue it will remove all of the ci's associated with that but when they're unpacked like this you can basically you know groom your list or massage it so that you're only targeting the ci's that you want to even if they're rolled up into a group so you can massage them the other thing that's really cool about this for change customers is now when i do my impacted services it's looking across all of these ci's within that dynamic ci group so i get a true sense of what the impact is now this is just this is just demo data in here so i probably won't get a lot when i do this but essentially since that list is unpacked in the infected cis then we derive impacted services based on that yeah so anything that got picked up in that query you can trace it to any i would say related service is that right yeah to any impacted service so now i can see okay i'm gonna move the lexington avenue campus and i can look at all of the impacts for those those ci's that are loaded in this dynamic ci group um and it shows me the impacted services so that i know exactly what i'm dealing with so these are really two cool capabilities super easy to use um and there's lots of kind of those one-off use cases where customers are just you know either trying to move something or they just need a logical grouping of ci so they can write a change request again so yeah incredibly powerful capability and super simple to use yeah so quick question on that impacted services is that following sort of the csdm route to look at uh kind of like the same thing that you're doing in in incident management looking at impacted services through that yeah exactly we're following the csdm model to a t here in fact not only will we derive impacted services but i think you are helping drive some of this but we can if there's a connection to um impacted business applications or i could add offerings on here as well it will show me all of those impacted services business applications impacted service offerings so you really get the full picture of what the impact is using a dynamic ci group cool very cool yeah that's that's really in a nutshell mark super easy um a great little tool or utility for customers to logically group ci's and write change requests against them okay so so on the unpacking the the thing that i get questions about well it's a query so what happens if the scope of the query changes like i added a new a thing in that gets picked up by that query on the uh on the live system if it's part of the dynamic ci group yeah like you've done the unpacking already right so but now let's say i add a new piece of network gear that that happens to be related to that dynamic ci group in the wild you know underneath the covers yeah i can you can still do that you can still add and subtract from this list at will it's just all that we're doing is taking this group and unpacking it in effective ci's if i want to add some other ci's in here i can very quickly do that so manually yeah yeah yeah so what but what if somebody adds a new piece of hardware that gets picked up by the group you know in the query that the group defines you know what i mean so does it when i come back in here will it automatically sort of appear for me or is it something because i've impacted already that i have to manually add because you'd have to manually add it unless you unless you uh removed the dynamic ci group and then re-added it then you would pick up the new cis okay so basically so when you create this change record and add and you pick off that dynamics ca group that's when you do the unpacking that that's like your snapshot and chime got it exactly yep yeah like there's there's all kinds of use cases around this that um and that customers take advantage of so it's a really cool capability yeah and i know like over time this has changed a little bit the behavior on how you do this in packing when did you add that feature in your change management product there i i want to say that it was wrong when we added this in okay okay so folks that are upgrading if they're on roam they'll start to see this unpacking kind of feature when dynamic ci groups are there exactly yep awesome yeah super simple super easy to use um and it's a great little utility that customers can take advantage of yeah now now as far as like some of the impacted other things i mean there's nothing else the customer has to do to enable that they just have to have those relationships set and then when they run the impact analysis they'll just populate those impacted items right um sort of there's a couple caveats to that that so we have a lot of variants or i shouldn't say a lot of variants but we have some variants and we control the behavior through properties what we're doing with some of that is uh we look at impacted services but they have to be part of an application service yeah or show up on that list so that we can read the the right list there and pull those up in terms of impacted services so there's a few little caveats in terms of the properties and the way you set up change management but there's a lot of flexibility in there for customers depending on where they're at in their journey to application services or on their csdm journey and they can leverage some of these based on where they're at in that journey cool and so i know a lot of customers are still kind of migrating or putting their data in the right place this is one i would say feature that they would be able to leverage when they establish that app service layer if they haven't used it in the past yeah for sure okay yeah the other thing that we're doing here mark just a quick kind of plug of where we're kind of going with this not directly related to csdm but where we're moving with this is we're going to take advantage when we move to the new service operations workspace and we'll use the new nodemap component to create some visualizations around these as well so that you could see like um for example you might see all affected ci's that are in this list color coded in one way and then see impacted services color coded in another way business applications rendered up in another way so it's very easy for customers instead of having to go through these related lists once we get to sow they can actually see real visualizations of some of these to get a better picture of what's going on with the change even when they're using dynamic ci groups awesome yeah i think that node map is going to be very powerful i know that that's a big collaboration between various teams here and you know we're even trying to consolidate the node map with uh service mapping views which has always been separate there's a lot of really neat things coming yep we're excited yeah yeah that's cool so you'll just pretty much add it on i guess you're are you also working on your new uib version of change management we are yeah that's uh that's part of the service operations workspace and okay it's that change will actually release in march 22 but it'll be a pretty limited edition of change and what i mean by that is we're going to have the ability to do change creation in the first release so we're kind of targeting that persona for a service desk or tier one agent but we're planning to have you know at least the mvp of the full life cycle of change in november okay cool yeah so one other csdm related question i might want to ask is so i know we added a new change group property that gets propagated through the service of technical service offering i don't know if you're familiar with that synchronization of the attributes feature that we put it put in there um auto populating assignment group is that what you're talking about yeah it's it's for auto populating assignment group but also for change group there's a new standard property that we're we've introduced i am so uh let me see if i can just create a quick change here um i'll start new and we'll just do uh let's remove this and uh we'll do it for configuration item we'll do a database so this one in the change group the ci and i can jump over and show you if you like but basically the ci has the change group populated to say san diego database so when i save this record what it's going to do is automatically populate that assignment group ah we dropped it in there so it's a really convenient way if you're not sure what assignment group as long as you have the right ci targeted you know you can basically auto populate those assignment groups and that's really useful for like uh tier one agents and folks that are trying to create change requests that may or may not know all the different assignment groups that are out there it's just a quick automation capability that really enhances the overall experience yeah absolutely and that's part of what we've been adding in terms of guidance on these groups now and how you can propagate those down into the individual ci levels thanks for the opportunity to show this it's a really cool feature and i hope customers uh take advantage of it because there's definitely those use cases that pop up where things don't fit in a nice little box and dynamic ci groups is a great way to address some of that thanks greg i appreciate it and i will definitely come back to see a little more detail as we continue to evolve our use of cstm across the board sounds good thanks for the time mark all right