yeah we can okay yeah all right welcome everybody to our february 24th meeting we got some really exciting stuff to share today on dpm and uh hopefully we can go through and get everybody excited about what's out there and what's available to them but i think popping in so i want to start by just going through our kind of our new structure with this year one of the things that we changed is we are still trying to meet bi-weekly even though there's been a couple of these meetings the beginning of the year they've been three weeks apart our goal is to meet every other week and our vision has changed a little bit last year i kept talking about digital services but a lot this year what we're going to talk about is that the whole prospect of digital transformation and i know it means a lot of things to a lot of people but with digital transformation at its core if you look at all the definitions they all come back to the same core but it's changing the way that you do business today and a lot of what we're doing in modeling these services and setting everything up is actually to to create new business models new ways where it interacts with the rest of the business that's a lot of what we're focusing on as we go through these you know the the csdm parts and today we'll go through dpm right is that core of servicenow and i always say it's the service and service now that a lot of people forget about a lot of people really focus on incidents or requests but that's what we're we're looking at that part we end up in the cmdb a lot but we're also going to come back out today we're going to go a little higher level and we're going to look instead of looking at the csdm and all the objects we're going to tie back to that but we want to look at the benefits that we start squeezing out of that as we we set up our structures in the cmdb right so our mission is really to help people support these digital transformation initiatives and coming up with new ways to support the business uh through through the different services that they offer there's a lot of shared work and uh you'll get a newsletter for those of you on for the first time you'll get a newsletter and in that newsletter i'll have links to all that shared work and there's a lot of stuff in there we probably have to go through and do a little bit of cleanup but that is there's a google drive out there if you guys don't have it maybe somebody could post it in the chat but that has all the links to all the stuff that we've done over the past in addition to all the recordings we've done over the last i think about 18 months of recordings are in there so the hosting group for this i'm on the enterprise architecture team at servicenow and and going forward we'll be the hosting group so there'll be some changes over the next few months that we'll talk about but basically that's going to be my team that's basically supporting this group from the servicenow side but also today we have a lot of people from product management comes on a lot to help me out and we have some of them on the phone today to answer any questions that anybody might have jeff ebay is the one who runs the ea team so he's kind of the sponsorship for us going up and uh we'll talk about what like i said what some of that means going forward when as we get to knowledge and other things like that we can go ahead and meet as the group so anybody on for the first time today you just go ahead uh we probably if you just dropped your name in the chat so i have a register of you being here for the first time and everybody could say hello on chat and welcome you just just your name and where you're from and if it's your first time this way we can comment on the newsletter and stuff too on who's new and what groups we have that are new but today we have about 440 people are showing on the invite that are non-service now people and then another 175 people or so from servicenow that come to these meetings all right welcome people from sony let's see a couple people coming in all right so today's agenda we want to look we want to have a look at dpm and um dpm is available i put that room five or above because i i've had calls from people that are trying to install it on they say i have room but it's not working so you do have to be on patch five or above and um you know even patch four it will tell you that your your version is incompatible and then we want to talk today i think we have a few people that installed it that if you could just drop your name and chat too has anybody installed dpm has anybody gone to the store and pulled it down if you could say yes just on yours um i'll definitely ask you to to come up and give us your first impressions we want to hear that for sure and then i want to go into talking about like what do we do with this now that we have it installed right it's not the same people that we have that are closing tickets in service now we're submitting tickets in service now but now there's this kind of third area of people that we can invite into service now to use these new views and over the years a lot of people have they've come to us and they say okay how do we report on these services and there's all kinds of side initiatives with performance analytics where people are defining reports and people going into itbm if they're doing projects so there's all these different disconnected things that i think we can really bring together here and um and use this as a big game changer for how we position servicenow and and how we talk about servicenow i'm going to go through the install just real quick for those of you who haven't pulled it down yet i see quite a few people have it installed that's awesome but if you do go on to the install onto the app store uh the way you can look for it is just look for digital portfolio and then once you get to digital portfolio digital portfolio management is to plug in and the first thing it's going to do is a lot of people are calling me saying hey john you said it works on on rome but look only san diego is uh the compatibility right so you're going to land and it's going to say san diego and if if you do have san diego you can go ahead and download it here uh but right so i can go ahead and request it here for my san diego instance but um if you you're still on roam patch five you gotta go to other app versions and then what you do is you pull this down you have to pull down this 105 version so you're using 105 on the on the roam releases and then you go to view details and you'll see it switches you now right to the roam patch 5 version so that that navigation isn't as obvious and you know i've got a lot of calls about that the people that i work with that haven't installed so i did hard link those right so there is the hard links for these if you're on rome uh so that you can just keep that as a short i'm sorry hey is it me is it me i'm sorry i apologize all right um okay so that's a little bit about the install anybody have any questions on that okay okay so when you do find it you won't find the wrong one you got to kind of backtrack yourself into the wrong one all right that hopefully saves a few headaches for people uh the other thing is one of the besides having the share for our group which is on the google share we also have an instance we share our the instance that we share the digital service workgroup instance whoever emails me on this call i just give you admin login uh so if you go on this instance today uh you will see that dpm is installed and let me go back here just so you can see how to get to it so if you have your login in the instance don't everybody log in because uh this is only a little dev instance so it gets pretty slow with a lot of logins but if you go on to the instance and you log in you will be able to search for digital portfolio management and then you'll see that the workspace that's in there that dpm workspace so it's under digital portfolio management and if you're also using the um you know the new home screen you'll be able to find that as a workspace that comes off the new home screen now when you go into digital portfolio management and um you'll have everything when you log into this you'll have everything i have on here except for the personal portfolio like i have my own personal portfolio so what you want to do and hey lou are you on the phone yes sean i'm here right so so uh i know lou has some personal portfolios set up has anybody else set up a personal portfolio all right i'll go through it real quick so what we can do here is i have my personal one i have new personal portfolio and then you could just give it a quick name and then this is owned by me so only i'll be able to see it so if you log in with your user you won't see this one so you can go ahead and define your own for the first time then you can go to add items and over the years right we've had this instance now for about two years so there's been a lot of a lot of items to find some that people have in this group and some other things so what you can do is you can go look for things that are that are in the instance right now what the digital portfolio management looks at today are going to be business service business service offerings and business applications i thought we had some business apps in here interesting so i have to put some business apps in there the uh oh that's why because i did email so that'll so that search right so i could put in some business apps so i could put a couple business apps in there i'm looking at and then i could put in my you know a few services and service offerings now you'll see here the business service right that means it's in the business service table right so there's the new tables that we talked about in csdm 4.0 so instead of cmdb ci service it's a cmdbci service business i think it is right so the new one that we talk about in the csdm 4.0 whitepaper so that means it's in the right table as the business service okay and now what you have to do what's a little tricky on here a lot of people will say next but what you have to do before you hit next is i have to add these selected items so i have to click on these little sections to add the items in there let me get you um get your id number please whoop somebody's not on mute whoever's getting the id number all right we'll go next and uh once i go next right it added those items now into my portfolio and i can say create here and and this is a good way right we didn't do any structuring except for those quick ads of things but these are things that i want to see that are top of mind now that are in my portfolio group joshua okay so i can do is i can click on oh is that michelle okay a mia private private network i can go look at my business service offering and that'll bring me right into the offering from here now one of the things on the offering as we step through you'll be able to explore some but the more you have installed the more you're going to see up here so if you're using uh if you have idea set up right and you're classifying the ideas by the service offering you'll see those pop up here if you don't have it installed right it's not going to show up for you but if you want to in our instance like if we go to me a private network and i pop open my ideas if you just want to see how some of the wiring works for this what you can do is go in here and go into the idea list and then for the business service uh or service offering it i'll show you here if we just put a mia let me a private network and then i come back to that that view here we go now what i should have here is i should now see because i have that one idea that has the emea private network i now have that that idea that's linked so a lot of people are waiting right to see do i have to have those those sdlc components before this stuff starts working and the answer is no uh you'll see any demands that are labeled with the service or the service offering or the application will start showing up here now there's one thing i'm going to add in here that's not not in here today and i left it out just i want to keep it simple today but one thing that's not in here is if you're using the the uh innovation planning in itbm you will be able to do roadmaps on here so anything any of your demands that are linked or any of your epics that are linked it's really cool that you'll be able to see all of your roadmaps that this is associated with this business service offering will show up on the top so you can bring up those roadmaps and maybe that's something if somebody has that set up something that we want to look at next time or even if you want to come in here and set it up we can turn on the plug-in and talk about road maps next time but today i purposely left it out just so we can keep it simple now the other thing on the plan phase right that we're going to bring up things that are important so needs attention is over here kind of like the service owner workspace and you'll be able to go ahead and do different definitions on here too as we move through right from plan where we're looking at ideas and demands all the stuff that we'll we'll look at early on uh now we're moving into the build so what are actually projects that we're working on now as they move through the pipeline right so all the active projects will show up here and then finally into the run phase and i don't know if i have run information in here but i'm going to go back to one so let me go back and i'll show you a portfolio in our instance that actually uh let me go back to my home page and that's the personal portfolio right we're jumping directly to these things um you know directly to these items that are service offering services applications those are top of mind things so as a solution owner we're going to talk about that role again and go over what caitlyn went over a couple meetings ago you have a bunch of those things but you want to slow the load on me you want to go ahead and link those things that are top of mind but you also want to have that portfolio structure still so in our instance because like i said i know a lot of you have been in here creating your own portfolios and what the one i have wired with some data is the all enterprise services so if you are logged in you come to all enterprise services you'll see that there's a bunch of directories underneath here and underneath here we want to go to um customer service and support is the one directory now we're going to talk about the persona for this a little bit but if you start to look at what's on this screen it's this is this is that taxonomy node we have before right it's a grouping of services underneath it when you think about solution owners don't think about those people that own that individual service like that emea networking we're on right think of also people that own those groups of services right so all the things in security or all the licensing and permitting applications or all the i they own all the it services so when you think about bringing people in to dpm don't just think about the service owners or the people who have a stake in the projects that are going on in that application or on that service you also want to think about the people that own the groups of them right so if you can come in here and see okay i have all these new people coming in look at using my services or i have this is my overall csat right we're bubbling up all that information to that that stakeholder that owns that that group that chunk of services right so there's views that are interesting to both and and then what you can do is you can come down into the individual so this is the taxonomy node uh that we have before and here we're calling them the groups but also you can come down to customer case management and go to the individual offerings so if you remember it's it's portfolio and then taxonomy node right and then there could be multiple levels of these taxonomy nodes mostly i recommend one level but i know some people have done two levels so usually it's the top level is the the portfolio the next level or the folders or the taxonomy nodes and then after that you go into the individual services so if somebody owns customer case management and everything underneath it right there's that same owner there that they could say okay i want to see all of my things so i own i own networking for the campus and i want to see all the individual networking that i'm providing to the different dorms and the uh and the different schools right so i could have a list of all those things underneath it and i'd be in go be able to go into that area and see the overall metrics just for that that one service hey john this is mitch um i'm sure you've covered this before so freaking me for asking um where are the technical services and technical services offering located so they would be under they would be under here too it doesn't care if it's a business service or a technical service okay i thought i heard you say that only business services business service offerings and business applications are in dpm yep you can do technical services too the one thing you can't do right now is application services okay but you can do technical services and technical service offerings yep okay all right thank you and caitlin i think you said tokyo for app services is that right actually oh cool so even sooner yep so if you uh on app services i know a lot of people are working on that because they started with itom those won't be able to be grouped in here right now okay any other questions yeah and that that's coming in tokyo the app services you're talking about the the new application services table not the legacy table cmdbci service which also has services classified as application services i think it's cmdbci service auto right caitlin is the one that's right that's right and we will also be including um dynamic ci groups okay cool well you're not interested in them are you yeah those are awesome caitlin in the future are you are we going to be able to show relationships between the app services and the business and technical services that's right yes in the main release yep thank you sure all right so as you drill down on here you'll you'll be able to see um the individual services underneath the bucket so what i did here is i went into customer service and support and there was a details tab on there so these are really nice views too to just to get uh the listing of all of them and then you can be able to drill down so there's a little bit of a lift different look and feel so i think these are really nice like i said for to roll things out to the business so that they can get some visibility into their specific things now the other yeah so that was my question really quick uh john so you know you have the service owners and all that and then so here you know we're trying to map to the business capability right to speak the same language as the business here okay we don't see business capability per se but we can say they can create their own personal portfolio based on what they care about regardless of service owners so we have it structured at the enterprise level based on service owners taxonomy node owners all the way up through the portfolio owner but then it's agnostic when it comes to the business side of things they say okay i consume these and i want to pull these into my portfolio for my view so they can see how that's performing based on their need and then they can attack i.t based on their portfolio view yeah i think you you nailed it that's exactly right is um because the one thing caitlyn identified for us in a few meetings and caitlyn jumped here if you want but they don't really differentiate like some people like apps some people are going to be looking at offerings some people are only going to be looking at services and um and you know differentiating between those right having 10 or 15 different places to go depending on which one of the people they are was a real pain in the neck so this lets them bring whatever they want in right they can bring all these different things in and some may look at apps only out of the app structure and be looking at capability mapping and others may be looking at the services yeah okay i mean it opens it up it's almost i was going down a path of wanting to force the business to look at business services right i don't want them we're trying to change our culture to say hey what is it that you consume you consume a business service right so so look here now we're bringing it all back in so i guess it doesn't really matter that's exactly right and my hope here right is that we're going to be able to go on and people in the business right hey i own virtual private networking why isn't this data here right so you get it actually and i don't know why this is going real slow my instance is getting hammered we need to go lobby for a bigger instance for these uh all the stuff we got going in here but this uh we should have them asking why aren't my demands showing up or why am i right so you get this top down demand for putting the data in the right spot instead of us going crazy with csdm trying to arrange everything but not really seeing the benefit out of it but by having the stuff in the right spot i think once we all get off it'll probably be better for us but having it all in the right spot is is the big thing right so then yeah like somebody's looking at fish and wildlife or somebody's looking at a business app right and they're they want to see the data in there they want to see why do why does this guy have data and i don't and that's what i'm hoping it drives right so that we have real requirements for this data that we're pulling in instead of us just you know doing it for incident resolution and i think that's the big value that i'm working towards in the end yeah okay now the same thing on here with business application and this gets a little bit to what you're talking about mike on the uh the info tab uh here you'll see the business capabilities that the applications map to so if you are that mature where you do have your capabilities table populated you can see that this blackboard app ties into teaching and learning and then we can kind of walk it through the csdm here as we attach the different services to it or that you know once we get the the application services in here i don't think we can see it today but we'll be able to link all those things together i saw a sneak peek of some of the other cool stuff is katelyn's doing so i think caitlyn will you have a tab on here too for for dependencies or will it only be on the um like a dependency tree that service only or will that only be on the service offering no we we were introducing them right now we're in a design phase around uh surfacing at visual representation of the relationships um between in this example a business application it's application services and business capabilities like building that vis visual out and so that will be coming and we're not exactly sure you know where it will live or how it will work but it will be for all solutions that are shown in dpm okay yeah and are we sticking at the are we sticking based on the 24 hour because in order to see a trend you have to go all the way down to the offering as i as i've been playing with it but and then you're looking at the top layer for the day the past 24 hours and how it performed for the day is there anything about being able to say okay because we're we are on a month uh a month cycle right how are we doing so far this month right and so is there is there a display at the top level that in dpm that shows that or is the top level like as you have your weights up into the service and into the taxonomy node that taxonomy node i think is looking at the past 24 hours and how it's performed the past 24 hours is there an adjustment there or do i understand that wrong where we can say hey i want that top layer to show how we're progressing so far this month or to have that option to be able to choose a a period of time beyond just that we're going into the offering and seeing the trends at the offering layer really good question so so really quick john i don't know if you have the if you have the performance snapshot on one of the services but we or even you could go to a taxonomy node but there are start and end dates that you can select on the detail view of a service or offering that will basically update the widgets on that page to reflect that time period um and so right now visually the data is collected or as like a count or a percent uh it's in a single score but we do also have out of kpis that provide um more of the trend or the time series chart um that will be visible actually on the service or on the offering so there's a lot of flexibility with the the different ways that you can view metrics without having to drill all the way down what we've provided out of box is essentially just kind of a starting point i don't know john if you have a kpi group that we could just show the start and end date um well i have the the one group here that i just created just to get everything on there was um and then i went back and ran it so you're talking about here like the performance snapshot you so if you go to one of the service pages that has a performance snapshot on it okay in here yeah yeah okay and go back to the the all enterprise services so this one if i click on overview for customer service and support you so do you see the start and end date um to the right like above the four widgets so that's where you can um change the duration of time that you want to look at specific these specific metrics and then um doesn't say i don't have side charts on here so that's why it's not showing them but it should show the historical so um yeah so so we have different kpi groups and and then different ways that you could actually visualize those groups so i think one of the out of box kpi groups that we provide shows um incidents by priority in a time series and so if you were to update the start and end dates you could then see the incident by priority for the last month as well as single scores to represent the total counts um and so this is and i'm not sure john i don't want to go too far down a rabbit hole but this is what we call a kpi group this performance snapshot and what we did was because we know there are different types of metrics that need to be tracked on different taxonomy nodes services offerings um and like the different number of metrics different ways to view the metrics it's a a really flexible way that you can define what you want to track on each service offering and you can add more than one kpi group and you can choose how you would like those to be visualized so there's a lot of flexibility but that start and end date will give you the ability to choose the time period you want to look at that data and these are the ones that are going to collect it all right on the two the the two so these are the ones you got to make sure that are run into so some of the times i see that where people don't have this is that you have to reset this user like we had to do this i think on years right lou we had to reset the the run as and then we went back in time a little bit for the first job just so we would get some historical data instead of having to wait until tomorrow right for the population set it back to 180 days yeah so what we did is we were able to run these two jobs uh to get us some some historical data okay so let me understand that right so i can have a different kpi view so let like there's three there's three views i'm going to want the the end user not the end users the consumers of this right the service owner for the the business line i what what would be key to us would be how we doing this month so far how how did we do last month and how did we how are we doing so far this year right because we have key performance and we have certain goals to achieve for the year you know for the month right and then exactly how are we doing right now in comparison to that so if we had a 97 availability goal right that's for the month and for the year right i'd want to be able to go in there and click on that say okay how am i doing this month how did i do last month and how am i doing this this year so far and i can have those three different views is that what you're saying yes yep so you can change the start and end dates and it will update the the data uh that you're seeing here based on that time period that you set um and then you can choose different ways that you would want to visualize the metrics so those metrics that you're seeing um can and should be changed to reflect the types of metrics that you um want to track and what you're you're reporting on um and then you can again you can set how you want to visualize it and then use the start and end dates to give you the right time frames for the ranges of time yeah for some of that analysis you might be better off coming all the way back into pa though too right like if i i want to look at new incidents um because that breakdown is is there for you on the service so if i look at the uh all these new breakdowns come for you with with dpm so if i look at the was it number of new incidents critical incidents and then the breakdowns right so you get some new breakdowns here by the service portfolios the sub category or even the service offerings uh so this is more this gives you a lot of that you know that analytical stuff that you can do so if i drill down to there now i can use like comparisons and a lot of really technical stuff right on as as a bad example but um here you can do all kinds of the pa stuff that you have have you used this before mike right so there's a lot of comparisons in here so i don't know how much of it you'd want to go back and do that part versus you know you probably want to use it there's probably an advanced view to that right from here and then go down to the advanced views that can do some real grouping and trending and stuff like that so can you drill caitlyn would you be able to drill into pa from anywhere in here yet that might be a cool thing no not not right now so if you were to drill into the um at this level if you clicked on on one of them you can see a breakdown by the child services and then we also have supporting indicators but those do not link directly into pa that might be cool to like do what mike's doing like if you hit new incidents and if you had a little like analytics thing here and then pop you down to here right on the service offering yeah yeah i like that that's interesting yeah because then yeah because then you could do the basic just changing the dates and then the advanced like that would be pretty cool a lot of people too it's interesting how many people don't know about you know that all the data that we're collecting here now with with dpm like the raw data is really interesting too all right so that's that's just kind of a high level overview your solution consultants should be able to demo this to you so if you do want to get a full demo and and really you know look at it you can go ahead and get them to come in and sit with you and go through feature by feature so there everybody's getting trained on it there's going to be some training on now learning i think you said the end of march caitlyn i keep picking on you now say again the end of march for now learning on this is the target i believe so yes yeah okay so that's uh a little bit just kind of a high level overview anybody else that installed it that has any comments stuck on anything questions we got the a team on here helping us so lou were you able to get some data in yours yet yeah i i am seeing the data but it's a hunting pack right now making sure all the underlying you know uh you didn't show on the service offering and the business service the edit widget with the the edit metric weights you want to show that and and i don't quite understand how that's relevant i mean maybe caitlyn knows with regards to those what rolls up to the digital portfolio management workspace okay i see a lot of people that other people that run service departments too is would you see making this available i i anita i saw you climb in chime into the uh the room is uh is this stuff that you would use in your new role or you would give to other people across the university mitch and anybody well i mean the softball answer is yes i mean you know of course data is is in high demand and um you know building this out is going to be very tough getting the buy-in to to get all the people that are required to support getting the data correct and maintain a date i think it's gonna be hard um the ocm around teaching them to use this as default place to look for service information is gonna be tough but i think you know we all see the benefit of of the service reviews right you know building those excel reports and showing them to our stakeholders and our it departments um have always been helpful to see how things are going but this is just a place in platform to basically have the same information so uh once it's built out right and is adopted i think it's gonna be very powerful from an inside perspective that helpful yeah yeah definitely the other thing i see here too which is really nice is we are all trying to you know get to those models right and we spent a lot of time talking about the cstm and it's it's really good that we spend some time on it but getting all this wiring done a lot of people are waiting to say hey let's build that one from end to end what's nice about this too is if you populate any of these tables if i do the business app table i have like a lightweight apm right because i can go in there and look at the business app and get some data on it now and and it's not a list view right it's a view that actually makes sense for people that are coming at it from the business side and the same if we just start populating these tables you don't have to worry about the connections right away but as you put the connections in it'll get richer but that's the other thing i like about it right away on on these is all you got to do to get these lists on the end here that we're looking at uh all these list views is populate the tables and and you know the worst thing that can happen right is you have people asking for more data in there so that i think that's a really big thing even though it's just a simple list view it brings up something different that's not a form it's not a typical form that we see it's more of a a report on the application or on the service so i think that i think that accelerates the csdm work a little bit because i think it'll drive the need for csdm instead of us trying to push it up hey hey look at these cool models we built look at all the stuff you can do on it right but now you're trying to you're creating a pull from the business side because you're showing them kind of what's possible to see on an application or a service yeah that's what i love about service builder it's actually if you go ahead and bring it back and bring it it'll help you build the wires too so if you have a business service or a technical service then it builds the wire to the capabilities to the yeah yeah that's awesome all right any other comments on the uh this is what i really like too and it's just gonna get richer so that this is a good screen if you're starting to talk to people in the business i love this slide here because it's showing us that if you think about what we had to do before to get this data right you had to go to four different products you get the business app data at an apm and that the business application and the business capability table we had to go over here and do incident reports if we were even classified by the services and the offerings right because a lot of people the organization still has incident is the top thing they report on who cares about incidents right we care about the service that the incidents are against so this i think that classification is a big thing and then of course on ops right bringing that information up from ops and seeing all those things so i think is a good mix of the data you know scraping that little bit of data from all the product areas that that solution owner person is really interested in so that this uh slide will be available for you guys and i think caitlyn shared it last time uh but i'll have it in this deck too it's one we'll probably use a lot and hopefully you guys are using too as you try to explain to these new people that you say hey i want to give you a new report and check this out right and i i think there's that amount of people that have been just struggling to get this data for years that'll love it but some of them you're going to have to sit there and explain what does plan build run mean and then you know what information is coming into where from what area john just a couple of as a question and a comment the question is when you went into the workspace first did you go and did you show did i miss it where you have to speaking of how you get the data into workspace where you have to go into the kpi group and set that up at the portfolio and then each one of the kpi groups in the native user interface of the ones that uh that caitlyn was talking about before we were talking about the kpi groups yeah in order to even see the data in workspace you go back into the native ui and type digital and then you go yes those okay perform a snapshot you have to associate with the portfolio first and then you have to associate all those kpis with the actual offerings that you're expecting to get that data over into the workspace yeah and that's the step i missed right when we were we were sitting there scratching our heads not getting data you have to go in here and do and justin justin set me straight on this one so performance snapshot is the kpi group and then you associate it with the portfolio and then it's going to go down like right now the only one i had data in was all enterprise services but um i don't know who else to find some of these other ones right but let's say um shawn's portfolio we want to start populating that we could just say sean's portfolio and then at all levels we'd start getting all the data that are that's in the performance snapshot right now my comment was with regards to the plan build run uh method the i think it's a big detractor when if you're not using some of the availability planner project management demand because the workspace has those in it and if you're hosting that up from a delegation model to individuals to manage their portfolios wouldn't they see those other things and they're just going to be blank right kind of they're not populated because you don't have a subscription for those things i think a plan you can always at least have ideas right yeah in build i think you will be blank and build but i think in uh where does ch where do changes come in well there's they're both in run and they're also in in build if you scroll down i think you see you should see some changes related to uh the build activity yeah and i keep telling katelyn we need a buy now button for all the blank stuff so you guys can get new licenses yeah that you know that would be awesome where you can toggle all the things you don't have a subscription for you don't see right people would kill us for that one that was that was kind of my point right because i'm not without you know like if the customer doesn't buy those underlying things and i show them this dashboard they're going to see a lot of things that are just not being populated now that's opportunity potential right okay you want to populate it by it but it's also a detractor because i like okay i'm not interested moving on yep there will be some in there and i think these views like if you just give them the view only into there they they just need the role uh dpm user and i believe i forget who went over this i hate to say it wrong caitlyn but i believe that's just um that's just an end user role that you need right for that user i'm sorry for which user for the dpm user if they come in and just want to view those views but not drill down into the records that role does not need a license right yeah so when you when you give the user the dpm manager role they can read um that data okay and then that does not consume a licensed dpm manager right it's just an end user correct yeah and the role is sn dpn dpm underscore manager yeah cool yeah installs them they can actually get it on their left net as an idle roll they can get it on their left that left nav i had to remove it because i didn't we're not ready to provide that to everybody to start peppering me with a bunch of questions you know oh really it pops up yeah it was installed under idle oh yeah with idle it comes automatically okay good to know all right there were some questions last time who on who had some sdlc component questions are they on today somebody was saying can we get an update on sdlc and cstm 4.0 okay the um i got a little update from mark so most of the stuff for csdm 4.0 and this is out of the cstm 4.0 whitepaper draft which is available on the community and i can put that community article um i was going to drop it in so you guys had it but you can go get that today off here and if you guys want to see the this community the csdm this is the the source data for the most up-to-date csdm information so i will drop this in here it's a good one to bookmark i always put it in the newsletter too but just in case so so here you can go ahead and if you you'd have to scroll down a little bit and you can get the draft of csdm 4.0 so this is the most up-to-date version um i talked to mark you're still doing some things but when it comes down to these sdlc components don't worry about them yet they're in the model and they're starting to talk about them and you can read about them in the paper but they're not used in any of the products yet so most of what is wired today you can you don't have to wait for these to come out in other words in order to take care of in order to take advantage of digital portfolio management a lot of people are thinking oh before i could see the related projects and the related demands and those things i need to have these components in and that's definitely not true you will be able to see it just like i showed you where i i connected the idea to our our network service right you can do that today so as long as you're labeling those demands or those ideas or those projects you will be able to have all those linkages in here without these sdlc components so the sdlc components will add some to it and give you a little bit of a different flavor if you go through and read the white paper you know because you're building it all as a product so it's all grouped together but that is still a ways out to when the products will start leveraging it so the idea here is mark's building the model first a mark and his team and then over time the you know the different groups i know like mitch you guys are using some devops and i know a couple people are using devops that stuff will start to connect together with those new objects any other thing to add anybody on that anything that you've seen or waiting on with sdlc components i know that was a big question last time right so we talked a little bit about the user and i did put the user in here um like i said so you can use these slides so i'll share this deck out and you can either get out of this or like i said caitlin's deck 2 has it that we shared last time the last area i want to spend a little bit of time on is this has been resonating really well with the a lot of the executive teams i've been working with so the cios the ctos and when you start looking at all these records that are coming down right it's not looking at our model right so it's not looking at this model which we're used to right but it's looking at the the life cycle of the requests that are coming in the work to build these models the work to fix these things when they're the one you know things are going wrong with the services and then the work to build the new ones right so what i could do here is i could pop you out here and i could have a link and i'll link these to ours but you can have your link to your idea queue your link to your demand cues right so you're pushing through ideas and and then you're pushing them some of those are becoming demands for work and what you can use dpm for is this rationalization part so a lot of times these as if you can get hold of this demand pipeline because so many organizations don't have hold of it everybody's doing what they want right so they're saying hey i need this new thing i'm built buying this new app hey it give me a server right and a lot of you are still in that boat but to move out of that boat right where you inject yourself into that demand pipeline and you see the new demand coming in this is a really good way to follow now you can use dpm here to do that app rationalization remember you saw that list those lists at the end so i can look at all of the services that i have coming out i can wait hey somebody's already building a travel request in this other agency or this other school why am i building another can they get together and build the same travel request and they're using this app to build the travel request can they use this other app to do it right so all those things up here you can see the capabilities i can see my apps so i can look at that whole portfolio in that in that list view right that we had at the end so i think it's a really good way for for doing the strategic architecture section and having somebody be able to vet those out really quickly right so i can go in and instead of looking at the data in portfolios or as the service owner i'm looking at it as the architect that's betting these things that are coming in as we drop down here there's also for those of you that have have ip itbm what we're now calling the strategic portfolio management uh so that's the new name for itbm you all have access to this investment so the investment workspace will let you see all those demands that do get pushed through uh they have to be funded at some point right so that investment gets vetted down here and then there's all kinds of ways people are working right whether it drops into a waterfall whether it drops into a hybrid uh or whether you're doing you know traditional agile or moving into safe there's the backlog for those and then at the end it's really the service that comes out of it which we looked at today so what's really nice about dpm is you can see this whole pipeline right so you can look at the service and before it's even built i can see the demands on it i could see the ideas on it and then as they're being built i can see the projects once they hit production i see that operational data right so dpm gives you that whole look here of all this stuff that's going on behind the scenes and hopefully it's as smooth as this right where you got it coming through dropping your backlog getting vetted and then as things start to happen right everything's around that service and so you're you're getting all that data in to run the business all those measurable outcomes are being done automatically for you on those services because you got dpm now as you start to come in right and do that operational data a lot of your incidents are being classified against your services right that's ideally where we want to get to your problems are against the services your changes are against the services so they're coming back into the backlog from the operational support side and that's a really nice way to pull that work in so everything on this screen with regard to the service you have visibility to just in that dpm workspace right so if you're training your business to understand how services are getting built how they're getting improved this is a great slide to do that on and uh a lot of people are adopting this and down here you gotta leave it a little universal because there are agile teams there's still people walk working in waterfall right and we can accommodate all that on the platform a lot of people have licenses here too and are just not using them so i think this makes a lot of sense from a workflow perspective and you guys can click through this but it's a slide a lot of people found useful what i what i'm going to do when i put this out there is all these things that are circled in green you're going to be able to drill down to these and uh and i'll drill you into our work group environment so if you want to talk about demand you can drill in and see what a demand looks like you want we have all these all these records are in our demo system so i'm going to hook all that up just so everybody can see uh and you know have that conversation internally because i think this conversation goes really well with with this conversation right if you could talk to these managers and these portfolio owners about how they can see all the work that's going on to make their services better or to create new ones in their area i think that goes a long way to winning that business over all right because that visibility is is really important and it's basically what you're giving them in dpm right i'm giving them access to all of it i have a question sure so if you have for example a service offering called server infrastructure right and and basically the purpose is so people can submit a catalog item request to provision a new server and let's say just basically that catalog request is associated with the server infrastructure service offering and then that service offering is is under server infrastructure services okay or even infrastructure services if that ci on the incident problem or change is a is that particular service offering then everything's going to roll up into digital portfolio management as you just said but let's say the server is the ci especially for change because for change they're not going to submit the server you know we have them doing that today and it's kind of uh you know it's it's not going to work because what the heck are you changing right you're you're you're changing server uh infrastructure service offering well there's you know thousands of servers under that where in change you'd select the specific server but even for incident if they call in an incident they say this server just went down and they make that server the ci and not the service offering then the server uh is not associated won't roll up so is there a best practice yeah you thank you for showing that for for basically allowing the select the server and then tie in that server to the service offering like in the case i just said the service offering would be server infrastructure service offering right but then all the servers are somehow tied to that how would that work yeah i think ideally on these forums we're going to want it to rain down or like we you and i talked about if you put the offering here which we're training the help desk to do that we don't we don't have to start with the service we should be able to populate the service from the offering or the offerings from the service right we should be able to come in either way here yeah and then right the rain down is a nice term for it because you know hey it's raining but it's a top down bottom up and we're doing bottom up right now because obviously if if you're new to servicenow and you get a new z boot you get those fields on the forum but to you three years ago they weren't necessarily there i mean business services was always there but that combination was not always on the form and now now it is and you have to back into it so my question is select the ci but allow the infrastructure size whether it's a laptop or a server to be somehow tied to the offering yeah it's tied through the app service so when you do the impacted service analysis here it should still walk up that tree yeah all right good enough yeah there's a so where there's going to be multiple service offerings or services that roll up from that configuration item that might depend on that ci that's a good point there are yeah that's kind of what this is doing down here okay so i'm sorry go ahead on a change when you run the impact assessment it should find all of the upstream services that are affected by the configuration item so it runs off that feeds into a script and then it populates these when you run basically uh populate impacted services let's assume it does hurt everything upstream from it yeah well i was thinking more like the manage by group where you can set it in the ci class manager and then you can have it automatically go to that entire class and you know where you would basically have the service offering added to the ci and then anytime you selected that cia would or automatically populate that offering but to the point that we just made well to the point that was just made that that ci could be you know tied to different offerings like more than one i suppose so yeah especially like an esx host right okay thank you sure so i'll put these in here too i want to put another link in here i'm going to share one more link with you that was really cool and i don't know if she's on today but there is a now learning course that um that has a lot of this stuff in here and it's just it's really thorough to go through it all and um see if i can find that and we'll i'll close out with that i'll put it in the newsletter too and i think i already have it linked in the newsletter but it's really cool that we instead of just the paper we also have um if you go to this now learning let me put this in the chat too so you guys can pull it down but because i just stole slides out of here just like i stole some slides out of katelyn's deck this is uh this is the deck where i took those pictures of the the change and the incident and if you go to now learning that link i just put in the chat you'll be able to download this and um this has the you know how do you do an incident how do you do a change like how do you start thinking about using the csdm right wiring all these things in there so it's a big deck and that incident picture i just showed you in the change picture it's down around slide 110 but it's a really good place to go in there and start you know getting the cmdb in shape and then and then convincing the end users right because that's the other people besides the managers you gotta you gotta convince them that they want this data and then you gotta go and train all your end users right on how to get it in so this is a super thorough deck um i don't know if she's on today but this um there's workshops this will take you through a whole workshop about how to get to like a service driven organization and keep scrolling down here i think those views i just showed you are just a small part of this uh so the cmdb data manager this is i think what you were talking about lou and then we go down a little more in those incidents and changes are all in there so this is a this is like a bible for getting to the right place so that you can fully leverage the dpm and also all the the stuff that has to come into it to feed it properly so oh man i'm two minutes over i'm blabbing away all right thank you everybody i appreciate your time and i will get the recording out and also a link to these this material so you can start using it thanks john appreciate it sure thing thank you john you're welcome you