hi everybody my name is david deutsch and i'm an advisory solution consultant with servicenow specializing in our itom product line today we're going to talk about ai powered service operations and how we can deliver extraordinary experiences and keep services running 24 7 utilizing servicenow platform a modern it environment and modern enterprise environment there are business imperatives and one that we're facing today is to automate and optimize technology service operations we need to reimagine seamless always-on technology services no matter what and specifically we want to drive technology best practices with optimized and efficient processes to do that we want to prioritize service issues and identify those root causes faster and that's what we'll focus on today what i have here today is a servicenow environment that's connected to my lab at home i'm looking at the alerts and i have no alerts from today i'm looking at our change request and i also have no change requests from today lastly i have a box folder where i'm storing my configuration files specifically we're looking at switch 10. so i'm going to do now is actually log into switch 10 and make some changes go to interface 15 uh we'll change the description for a demo and it looks like we're doing this on 419 at 602 pm so we'll use that report mode access uh switchboard trunk allow vlan okay made enough changes let me go ahead and and and write my change what's happening right now is i've configured this switch to send a trap to my server once that trap is received servicenow jumps into action and goes ahead and starts the procedure to copy this config off and store it in the cloud so i have a disaster recovery copy to attach it to the alert in servicenow and to track it in servicenow so i can see the changes let's go ahead and look what that looks like so i'm going to go ahead and refresh my alerts screen and i have four different alerts that have come in i can see my running config file change and i can see my startup config file change and then i've gone ahead and each time there was a change we've gone ahead and retrieved that config let's go ahead and look at the alert for the startup config file change servicenow is automatically reached out and attached the new config i'll bring it over to the screen to display and we'll go down the change i've made we can see it's got my new line 419 602 pm you can see that it's created a change and attach that to the alert if i refresh my change request screen we can see it show up here it's an unauthorized change has been detected i can easily get to that change from the alert that caused it i'll go ahead and open the record and we can see that there was no record of the change in the system so servicenow created the record automatically to track the change that was made we can see on the affected ci is not only did we affect the switch but we've also affected the track configuration file and i'm directly linked there we can see the change that i just made and we can actually go ahead and view the diff of the two versions the older version and the newer version and we can see that it's now updated to what i just said switchport mode is access and we've removed the switchboard trunk a lot of vlan because i told it to go to switchboard trump allowed vlan all lastly i'm going to go ahead and refresh my box drive and we can see that i've stored those new config files off-site in the area i can get to them if i need them should my switch go away they're also in service now to be retrieved so within a minute of making a change i knew exactly that change was made i was able to check to see if there was a change record create that change record and know exactly the scope of what that change was if in 10 minutes i receive an incident it's going to be very easy for me to figure out what changed in my environment and how to change it back so that i can quickly remediate the issue that was caused thank you so much for viewing my video today i hope you enjoyed it and have a great one