all right so first things first we have our new color scheme so this is some of our new branding for service now that i adopted for the uh for the work group welcome everybody to our february 2nd meeting and i'm going to take you through a little bit about some of the changes that we're making this year and the this will kind of for all the new people that are here today this will kind of explain what we've been doing and how we're changing a little bit this year so we do have these bi-weekly meetings and they're hour-long meetings and nothing's changing with that partner we're going to stick with those those bi-weekly meetings uh so far right this is kind of proposed changes now that i'm working on with my manager uh the big goal has been to knock down the barriers that sent away in digital service delivery and one of the things we want to switch over to especially as this full life cycle comes in is digital transformation which is kind of a click up from the digital service delivery so it's not only the services that you're delivering but the big thing on digital transformation the big takeaway if those of you haven't really gone into it too much you're you're trying to you're rethinking the business models right so you're creating new business models new ways of doing business as you work on these new services i think a lot of that goes without saying but it's just it's just calling it a different thing right because we are reimagining the way that we're doing these services the mission again slightly tweaked right we bring digital transformation in a level up from digital services and you'll see how some of the content that we're going to present to you over the coming months actually bring some of that in we do share the work and there's going to be some slight changes here i'm getting my hand slapped a little bit from putting it on google drive uh so we do have to make that i don't know if i'll move it to a community or what we're gonna do with it yet but everything that you see today that's on the google drive and that google drive is in the emails i send out but everything you see today that's in there we're going to move somewhere else so that'll be all of our recordings all the material that's been developed by anybody in the work group over the last three years and then also the shared instance which we're going to leave the same way so there's a shared instance and anybody in the work group who wants to go on there i'm going to show a little bit of stuff in there today we do give them an admin login now the thing that's going to be a big change here is i changed jobs last year and i moved over to the enterprise architecture team and a lot of stuff that we're doing here is in that architecture domain so we're kind of shifting gears a little bit to bring that whole team over so we have about 30 people and that'll let us mix the content up a little bit more get a lot more contribution from different eas that are working in different industries where i'm really focused in state and local and higher education we can bring in some different perspectives and get a much broader perspective from these really mature industries like energy um but i'll still be presenting from time to time it's just we'll have a better mix of enterprise architects that are bringing content to we also still want as much or even more of the content from you guys so we still want speakers which we haven't had any this year so far but we do want to get that mixed of it'd be nice to do one where somebody from the architecture team or product management team like caitlin is speaking and then one where we have a customer segment where they talk about their progress to me that's the ideal mix is that we have even on the meetings we can split it half and half so we're doing some kind of you know most of the stuff we're doing is theoretical stuff and then we have the act the real world stuff that we're seeing from from the rest of you and then we will have executive sponsorship here so that'll let us to do a little bit more things and i'm still going back and forth with jeff he's going to be coming on our call about what that means so what we'll get for the sponsorship and the different help we'll get to get more contribution and and bring more people into the group one of the things for sure right is he has said that we can definitely get more people from our team that are bringing content to show you how they're pushing digital transformation forward in all of their accounts so for everybody that's new that's a little bit of a background and if you are new if you could just go put a note inside of the chat so that i could recognize all the new people and everybody could say hello uh because we used to go through a list of new people but this year we're we're getting a little bigger so um we don't want that that introduction segment to take up a lot of time so if you do want to speak or if if it's just to introduce yourself go ahead and put in a chat for now and we'll make sure that that you get recognized in the newsletter and we welcome you appropriately all right so to jump into the agenda for today the thing that's been a big topic of discussion this year is citizen developers and we're talking a lot uh what it did last week if those of you didn't catch it there's a recording on our google drive and i will send out a newsletter that will have that recording in it and mitch thanks for the reminder i got a little behind on that so appreciate that but um we want to i'm going through with a couple of accounts a real forward-looking state that i'm working with i know if they're on the call today but it's the state of montana and we're really trying to think about how do we you know the spirit of digital transformation how do we re redo this business model that's been the same way for years right people come to you and say hey i want a new application and your i.t and you say okay i can give you you know here's a drupal website that you need or you know here's here's something that you can go build your own service right we want to try to move the lines a little bit on that so that we provide a better service out and that's what bringing citizen developers in as part of that change in the business model for letting somebody develop a new service and we want to go through i went through that beginning part last week i want to take it the next level this week because we uh we're actually doing some of this with montana right now and it's really interesting i hope to get them to speak on here but it's really interesting the way we have to you know the parts we have to think about and i'll take you through a little bit of that today and then i want to open it up for a round table so i want to save at least the last 20 minutes if you do want to speak just about what's going on in your area and where you plan on moving this whether it's in csdm or digital transformation in general i want to just get some feedback so that i'm presenting the right content i'm asking the right people to speak at the right time uh so i haven't done that in a while where i went around the horn and we just said hey if you want to come on and speak or just drop something in the chat i need to do a sink here to make sure i'm not going too far off the reservation with what everybody else is doing with some of this content we're bringing bringing up and so let's jump right in into our first topic which is the late stages of the digital service and what i intended to do here was going really a continuation from last week and go really deep on it but i i think a couple of this was uh you know two steps forward one step back is really the way i'll explain it for those of you that didn't see last week i'll give you a little bit of a recap first and so the way that we're looking at this providing these services with citizen developers is there's two entry points that you come in at it's an internal service where it's an employee service or it's an external service where it's your students or your citizens or your customers that are coming in or your patients for some of you on the call right so there's that external facing side like we see over here in the in south dakota's website or the internal side which you have more of your employee services that are all in one spot important thing to mention here this employee center is available to everybody now and what it's meant to do it's not meant to be an i.t portal so you had service portal before service portal is in this little link here in it that's your old service portal but the idea here is to build an employee service center so that you can all the services that the employee needs can be brought into here whether it's i.t or not any digital service for an employee could be could be leveraged through this portal it gets interesting i know a lot of you from higher education where students go right or students because sometimes people treat students internally but really that the students are our customers as well so it gets interesting to see which ones they land in moving on from that so we want people to be able to come in now and this is where we get into reinventing the business model that's been this way for years right we're trying to blow up something that that's pretty old and and pretty well set is how do you bring new services up and what is a new service right a new service is usually going to be some type of intake you know for the request for service whether it's to fix something or request something and then and then there you need to process that request right so there's some pretty basic pieces to come in and then it gets really complex sometimes too if you need new tables and new data structures to support that and multiple integrations but what we're looking at right now is how do we enable some of these external areas other departments or agencies or even schools to come in and leverage our ability to deploy new services right this is really where the citizen developer persona is a new one that kind of fits in that area of low code no code so citizen developers should be able to come in and we want to enable them to do a bunch of things that so the developer doesn't you know everything doesn't get dropped on the developer it's like okay here's 30 things i want to do in my business area i want to go ahead and drop them all in a queue and then that servicenow developer is stuck developing my form they got to build the workflow they got to do all the business requirements so that servicenow team gets stretched really thin so when we talk about switching the business model we're trying to take some of those responsibilities and move them out to the business a big topic we went over last year and the year before for those of you that are in a group is service owner 101 so not only are we trying to move the development responsibilities into the organizations but also when the services get built we don't want the responsibility of the ownership to land back on the servicenow team because that doesn't scale but so not only do we want to be able to go ahead and have a citizen developer but we also want to have a citizen service owner right somebody own that service in that other area so we've been doing is we've been thinking about the process and last week i demoed where you can come request a new service in prod instructions will be sent to you as a citizen developer right this is in in instructions you get an email back and it says okay this is how you go ahead and build out your service and it starts with the form right that intake in one of those two places in the portals or the mobile apps you know whatever you have that that system of intake i'm just using the portal as an example um so then the instructions are sent to tell the the citizen developer right somebody outside the servicenow team how do you go ahead and get this thing started they're able to come in because when i send the instructions in email they have a link to go edit what that looks like in in development and then they also have an ability to promote it to acceptance tests right so this is what we talked about last time because after it gets built right the form is only you're only part of the way there you still have to be able to work with that servicenow team to make sure it's pushed through properly you're not going to let the agencies go ahead and promote things into tests and then eventually into prod there might be a need to go ahead and say that hey these people that you're this team that's accepting these new requests they're licensed or not licensed so you might want to say okay this is how much you're going to get charged back because there's there's 10 people that that are answering that request and out of those 10 people five of them are already licensed but we need to put five more licenses on for your department and then and then there's a process for ongoing revisions on that service right so i need to come back in and maybe i developed a form now for version one but as that citizen developer i still want a way to come back in into dev and do the next version right and help out with those pieces so we did is we created a request and this is still the recap from last time but we created the request on a portal where we can come in and create a citizen case for my department and then you can request that and then what happens with this request is i built a workflow and this is all productized right so you can download what i built in the demos on the github link but basically what it'll do is it'll run a workflow and that person that requested this case on the front right they're going to go ahead and get an email and it's going to say click here if you want to go to development we built you a case in development so that you could start working on it and we added a few things in there already like we don't want you to have to add a username and a password or username and an address and a telephone number we already built that for you and you're able to click on that link and go see what it looks like today so if you were to just hit the promote to dev button right you would promote that thing without any edits into production just by virtue of the workflow now if you need to edit your case you can click on this and this will let that citizen developer go in and it will drop them right into the editor for that new case that got developed from that request on the previous page and then i had coming soon this is the part where i'm going to go over today where we said okay how do we promote this thing how do we go into testing or prod and then how do we submit the ongoing requests for development assistance either after i submit it i do the initial version i want development assistance or before i submit the initial version i want development assistance so you need a way to be able to go ahead and request that and then there's the the chargeback part right if we want to do that part if you are charging back your schools or your agencies or your departments you need a way to tell them that you're going to require these licenses in order to bring this service live and it's really nice because we can automate all those pieces right we have a listing of whose license and who isn't licensed and we have a team on that initial request i don't know if you saw that but it said select the group that will be accepting these cases so that's the actual team that would need to be licensed so we have all the information in this initial form on what the name of the new service is we have the information about where it goes like what directory the top level directory it goes in and then we know where to land that whole form based on this right so we're going to control those top level directories but then we're going to let them add subdirectories underneath if they need to anybody have any questions on that so far because i'm going to take this the next level and show you where we ran into snags with this all right all right so now we we do have that enabled right so so what i did here is i took that and i stretched out a little bit i said this isn't realistic and we kind of knew that in the beginning right let's this is kind of the uh i like that there's a development methodology where you you throw a string across the river so that you can build a bridge around it this is that string across the river right is this kind of citizen developer flow here now what we talked about with uh one of the states i've been working with is when somebody does come in and they request their request in pride right so they go to a service catalog and they want to say i want to build a new service for my department and after that we need to do some type of review one thing we don't want somebody to do is come and reinvent the wheel of something we already did in central i.t uh what we've seen like a travel request was a good example that i saw just this week well you know if i have 75 departments and and 60 of them were building their own travel requests that's some technical depth that we don't want so before i send the developer instructions about going ahead and building their own format and let them just have at it we want to make sure that that hasn't been done already so if we want to do an architectural review when they submit that form before we give them that email that i just showed you we also want to get an analyst involved so that they can make sure that they elaborate on the requirements for that service as in parallel with that developer creating that new form right so what i'm working on here now and i'm i'm not going to go in super deep onto all the pieces but i'm going to do a little demo for you i want to put this this chunk in here the architectural review and the assignment of the analyst before i send the instructions to that citizen developer right so we're introducing some governance here and it's really going to help this the agency or department a lot right because you don't want to go they might do create a whole form and then it lands in your queue and it says promote this thing to prod it's like wait a minute we've been working on one of these for three years over here in this other department right so that that piece is really important and over time we should have most of what we need built the other example we had the other day where they were building an internal service and it was it was uh to do contracts contract management well servicenow has that on the platform already right so we want to put the brakes on here before the citizen developer goes off off the reservation right and develops their own contract management solution where they can put those contracts in right so so basically what we have is two concurrent value streams here that we're reinventing and um i know i did a really poor job at these value streams so some of you i till people might be cringing but um we want to let that citizen developer we want to empower them so that they build the form they can be able to refine the definition right and that definition this would be i mean an idea record right so we want to let them control or refine the narrative that they have that they're building this form for on what they want to happen with that form downstream and then we want to make sure that they have a way to continuously improve on that service that they're bringing in to the portal either the internal or external portal and then we have that other value stream where the servicenow team needs to know how they interact with these citizen developers right because we need to make sure that this is like a hybrid team right you might even have the internal server the central i t team you might even have a third one here where they're bringing in a partner to help build this new service out right so the partners might get involved at this point too so it's really important to say okay what is the role these citizen developers play and then we've also been talking more which is really interesting is besides the citizen developers and the service owners that are in the organizations right we're enabling those two new roles sort of new roles right because in service now most of this responsibility is to all get dropped on that servicenow team so now we're saying okay we're giving we're giving you this ownership to develop your own forms and do your own workflows and own your own services and dictate their futures right don't come back to it saying uh this is terrible right what you're doing it's like no you own what we're doing and what it looks like and how it's getting built and that that assignment of ownership is something they want right they're doing these somewhere else they're building their own apps and own services somewhere else right and then the the on the service now side like i said we want to be able to look at how that comes in now some of the work we did on on the bottom part is you know introduce those things into the governance stage where we say we got to go out and get some architectural review before we let them start but also how these bounce through on records and so as we provide the requirement oversight when that person is click on i want to build a new service instead of getting an in an email that tells you to go here's the in development here's that service we also want to be able to create an idea so that there's an idea of being managed and that idea is being assigned or uh being this is a body of work now that has been analysts either on the servicenow team can go actually look at and that analyst can work on the idea and at some point they'll promote it to a demand for work because even if a citizen developer is building their own stuff that doesn't mean that the servicenow team doesn't have any work there still has to be that demand which likely turn into an epic right i have a new form that i want to create for the one we did last week was illegal hunting so there's an illegal hunting epic and then you're able to define the stories on that illegal hunting the stories might be that i am a i am a citizen developer that needs my to move my my new service to production right and then that you might be doing that one on the development team on the servicenow team but so we need to move this work through and make sure this work is organized properly right the governance process on it and then at the end we want to make sure that we're able to jump in and at least give them a cue to say hey i'm developing this forum and i'm stuck i'm going to really i'm hung up on a really hard uh piece on the form because i need to make this dependent field or needs to look up this crazy reference table or i need to do a more advanced workflow than just approvals which which it lets me do in my citizen development area and so this is the part i think we we start at least getting a model where we let those citizen development teams mesh with with our with our servicenow teams all right i think okay so let me jump out now and i'm going to go into a little bit of a demo for you and show you where we are with this now the idea starts with we need to get everything we need to get everything off of email right if they they need a new uh they need to come in and they need to say i need to digitize my service for my department my school my agency whatever it is i need to digitize my service so there is a way today there's another way of starting like you can go into the ideation queue and maybe create an idea for a new service uh but this one the citizen developers coming in saying i know how to do this and i want to digitize my own service i know what my role is in this because i've been trained as a citizen developer uh so i'm able to help grease the skids on this process so i'm able to do a lot of it myself and start building it up all right so that's uh so the first thing i wanted to be able to do and i changed this a little bit right is come in and i say i want to digitize the service and the first thing we know when you come in to digitize our services is i want to be able to create an internal service or an internal service or an external service the external service one's a little bit easier because the internal service one there's a whole bunch of other stuff i run into like like the examples i gave you hey i wanted to create a travel request well so does all 60 other departments or i want to create a contracts review process well so to 50 other departments right so this one is going to be a lot of existing technology that we have to look at when you come and create an external facing service one of the things you need to know need to do in the beginning is i need to name this service so what will our citizens or students what will our customers see and then um i'll do i'll do students this time because i so i'm doing a grade change um request right so i want to create a new grade change request for my student and then um this will allow uh students to change their grades right and so it's a little bit more of a description and then where do i want to put this in that catalog i'm doing yeah students are external here right in this case because this is an external service so let's say i want to put those in services and i want to create a new subcategory in that catalog underneath that i want to create the name of this i'm just going to call this under services i'm going to do student services okay i don't need a map for this because that's not really a geographical thing and then who is the group that's going to get these student service requests well it's going to be some crazy group that i don't have one set up the application analysts are going to get these requests for student grade changes and now i go ahead and request this and what it's going to do it's going to send me an email um it's going to go through a flow and that flow's going to do a series of things right so if i go through this flow what it's doing is it's executing this process request for the new external service and the first thing it does it's going to go down and it's going to get those catalog variables so it's going to scrape those variables off the case name but what i did is if you notice i added a new field here service description so because i added that new field from last week we want to grab we want to slide that over in our flow and say i want to use that service description as part of my workflow okay and then the next thing we want to do is as i go down i want to set some flow variables so i'm going to tell it where my development environment is and then what we had it doing last week right is right away i would go ahead and dev and i would go to my remote system from prod and i would i would create a new sub category in dev so i'd start building that whole new form for the uh for the the citizen developer to come in and start building it now what we want to do is we want to introduce after this we don't want to let that happen right because what we want to do is we want to introduce our governance here so if i introduce governance what i'm going to probably do right because i have that request that came in and triggered this that request for that new external service so what i probably want to do here is i want to define a new action and i want to create a catalog task and what i'm going to do is i'm going to create a task on here and the new task is going to be my governance task so the requested item that came in is that the triggered request them item record right so this requested item came in and it gave me all that information that i need uh to go ahead and process that request for the the new service but what i want to do now is i want to create a catalog task and um i want to do architect review for new service right so i'm going to create a catalog task on here that's going to tell the architect to review this request that came in right which is our top level requests so they have all the information now from the people submitting that request all right so so that gives us that task that comes in now what i want to do on this task now is i want to take that task i created as my governance right i want to create a new thing here and i want to do i want to create a new action that says for approval right so this ask for approval what do i want to ask what do i want to ask for approval on right so when i come in and ask for approval i want to ask an architect team i want to ask them to approve this catalog task that's saying this citizen developer can start work on this item and so what i can do on ask for approval here is i could now take that that step three right if i scroll down to step three it's that catalog task so i say i want to ask for approval on this catalog task and then what will happen here is um so the approval rule so i want to ask for approval and i want to say anyone approves and what i'll i could do here is i could create if i had an architect group that would accept these i would send this approval to the architect group all right so i'll say anyone approves all right so um approve or reach i'm always going to approve it so it's just a matter of when i approve it okay so now what up what this is going to do is this is going to stop my workflow right here and it's going to send that request out to the architect team uh so that they could um i'll just add a user here and all i have myself so now they have to go ahead and review this so when i do this um let me activate this real quick and just show you the difference now and then i will switch over i got about seven minutes left so what will happen now when i submit this request in the front what will happen now is that it will go ahead and it's gonna our workflow is gonna change from doing from going from here to sending instructions it's now to change because it's going to ask the architect to review it now the architect might need to call them and say look we got something else they might say yeah this is a form that is really a one-off and it's nothing we've ever done for citizens before so go ahead and develop your form on a on a new case or they might say that there's you know the architect has to know all the products available on the platform already they should have the broad oversight on everything that's been developed and that's the idea here right is to make sure it goes through that process before the developer goes off building stuff that's already been built okay so when i have this flow and it sometimes because it's getting pretty big it takes a while to enable them but what will happen is when i come in you'll see when we submit this new this new uh case here i should have waited and submitted it so let's go back to technology service and i just want to show you where it works it waits on that architect right so if i go back to digitize my services create an external facing service um this is a new service for a citizen and i'll just drop that in the description there um and then the next thing i would put in here it's under services i'm going to not going to create a new subcategory so i'm going to use an existing sub category and then um no map and then i'll pick my group right now when i request this what happens now is we have uh one zero zero seven four so if i come up to my flow designer and i go ahead and i look at the executions uh it's 11 35 here right now so you see this one is queued right so that that request came in from the catalog just queued my workflow and then what will happen on this workflow as it executes is it's going to go ahead and it's going to wait it's going to wait for for this architect right to go ahead and approve this right so you'll see that i stalled the workflow right here before that email goes out so i just want to walk you through that piece so we can see it uh so now my operation there we go so my operation just happened and you see right here it's waiting uh it's waiting it created the catalog task uh i messed up one thing it would ask for approval here and then we would continue it going one of the things you have to do when you create these new catalog tasks is you have to unset it and i don't know why this is in here i'm still trying to figure this part out but on the catalog task i have to take this weight flag off and that would have gone all the way through so i won't go back and trouble you with the approval and everything as the architect but basically i could wear the architect hat um it would send me an email right that there's a new approval waiting for me to let this citizen developer request go through and then the next step that i would do uh to further build out this this workflow is after i ask for approval now once it comes down in that the architect approves it the next thing i want to do is come down here and create another action and i'm going to want to go ahead and i'm going to want to create a new record right so i want to create a new record for idea right so i want to put an idea in the idea queue and then assign that idea to an analyst uh so that's the next step i would put in my workflow so that i just wanted to show you an example like this is a service we're building right our service is to let somebody come in and build their own service and we're managing this as the servicenow team right so i wanted to show you now i put an idea in here for the analyst and then the analyst would have a way to take that idea and say okay let's promote it to a demand because we have the citizen develop the form so now let's promote it to a demand because the student they're moving it through in production but so basically what we want to end up with here is we want to end up with a digital input form uh for requesters right so so people coming in or the those external people in this case we want to view the completed forms when they come in so we want to have the fulfillers have a landing spot so we have to determine what that side is right which citizen developers can do that sometimes sometimes they can't sometimes the servicenow team will need to help them then we also want to automate as much as we can in that process in the beginning there might not be a workflow it might just be hey i want to intake this request and i want to drop it in somebody's queue later we're going to say okay this request is more complex we want to approve it or we don't want to have to go out to this other system to do that step validation right so that's another key piece to this and then at the end um what we're providing if you watch last week's video but what we're providing on the back end of this is we're automatically building the common service data model components right so as this new service request gets built or in this case the student grade change we did um or the news or the illegal hunting what will happen is you'll also have these managerial views that automatically get built for you you don't have to come in and build these after the fact so the idea here is you'll be able to see these in the plan phase so i'll see the demands come in as as that demand work stream continues on the servicenow team and i'll also be able to see once it goes into operations i have that pre-built view so that i can see it on that service owner's side right so that service owner that's in that agency they should be expecting this as output not just this right not just the piece where they they have their fulfiller can fill those requests but they should also be requiring or expecting as part of our service these managerial views that are now available and not only can they see it in production right but i think it's next week i try to ask caitlyn when we're getting dpm but as soon as that comes out you'll be able to show it to them in the plan phase you'll be able to go to build phase and show them the epics and stories and then you'll be able to go in and show them in the run phase when the actual external people start hitting that new request right so i'm going to end there for now that is uh basically a quick review of the process that i'm pushing through i plan on working this over the year because i see a lot of need for it other they're asking they're like okay these citizen developers can do some things but they can't do all the things so how what's the governance process for creating this hybrid team that we're talking about here right and that's really what i'm trying to get through is my contribution to the work group this year um into a lot of the state customers that i'm working with anybody have any questions i can answer and it's before we jump into the round table yeah yeah hey john it's jeff um question when i'm going to call it this csdm wizard uh when is this going to come out and which version is it tied to so right now this is this is not this is me building something that you'll have to build yourself right you're going to have to own it so what i'm doing is i'm building this this all this work that i'm doing it's going into my into a github repo so this is this is a digital services work group thing right it's not it's not a service now thing so if you go to github um all this stuff i'm i'm doing code drops for all the stuff that you're looking at i'm doing code drops into this public service template and what you can do is if you want to install this template i give you instructions here how to do it on a dev instance or your own instance it gives step-by-step instructions to all the configurations that i'm including which including the stuff from today so the stuff from today is not in here yet but in the next couple weeks i'll have that you know those next pieces in so so everything you saw everything i showed you with the catalog items and everything that'll all come out in one big chunk in this this github repo so you need a developer to come in and be able to go ahead in in studio in servicenow and import that repo so what you would do here is you would fork that repo then you would go to our studio open that and then you can connect up to that github repo so it takes about an hour to do it if you guys are stuck on it on forking the repo um you know import from source control and you go right to that that repo that i showed you so everything i'm doing on packaging i'm not just doing it and dropping on the instance trying to package it and get it all into here now as i release a new version of this right as i as i put changes in here like i have been doing for the last year these all these things are changes they'll come out with little youtube videos on them so there's videos in all these sections and then um and then what you can do is uh you can just update it so as i dropped into the main branch of this as i drop changes you could update your github repo in your instance right so it's it's not on the store it's not on a servicenow website it's it's something that you could take and productize for your own agency or department or whatever i'll put that in here in case anybody wants to take a look at it and the videos kind of tell you how to import it and everything does that help yes thank you john you're welcome anything else hi john um question about the agenda so we had some c uh cmdb item over there so will you plan to do it you covered in the next meeting what's the plan for that see on the agenda well the um what i shared last week on this so the um the discussion points about the cmdb components like approval and automation yes so this week i was going through to show you the the promotion and approvals of the cmdb components for the um yeah yeah i didn't show you that good point thank you no that's all right i'm just checking if the plans are for next time so so what happened here uh the the cmdb components that would need to be approved if i go into our let me let me go into the email that got sent by that's the part i forgot to trace through with you so the email that got sent for that great change when i put in this is the email that the workflow sent me um so we did that a little while ago now what it says is you can go into here and see the uh and edit the changes so it's pushing it in this is our prod our prod system was um jspirico but our dev system is this one so that workflow built that that um catalog item out in the dev system but if i go to the dev system i can see the catalog item that the workflow built and this is what i did in last week's session so this is another area that needs to be promoted not only do you need to promote the catalog item right when some when the citizen developer is done but what also happened here on this great change request is that we developed in that same def system we developed the service offering so on the back end piece that's another piece that has to be promoted so that's where the servicenow team comes in as well with those stories that created the components for the uh yeah created yeah those components for the uh i got the illegal hunting here uh but illegal fishing right so so these are the components that would come through on the back end and build out in that dev system it would build out all these services that are required for those views so it builds the service offering it also builds the um the corresponding service if that's not built so what we're doing here the automation that happens on the common service data model is that it creates the the relationship uh to the upstream service and the downstream application service right so as you create these new catalog items it creates a service offering inside the catalog for them so that's part i forgot to show thanks for that all right okay thank you you're welcome i know it's a lot today but i'm i'm going to keep introducing over the year when it's my turn to speak um on this group i am going to keep introducing continuations and trying to give you updates on what i'm building here so that it it becomes some point where you decide that you want to use this uh you'll be able to just pull it down and at least start building your own product for providing these internal and external service creation services uh that you'll be able to come down and get a starting point here at least load this into dev and steal some of the workflows and things like that maybe the workflow that um like this one is the one that builds that common service data model component that you were just asking about what it that this talks about that workflow that's in the code to to build that any other questions okay all right so uh mitch you want to start with what you guys are doing over there and now update on usc you still there mitch all right anybody else want to come off come off mute and talk about what they're doing in csdm or services or hey john uh this is jpg sweeney i work with uh jacobs um right now uh we are starting our journey into sort of fixing some of the bad practices that we had uh so our our applications uh table the cmdb ci apple table was used as a dumping ground in the past really bad practice for just ci's that needed to get created in a quick manner so we're starting our journey of uh somehow either retiring those and creating um proper configuration items uh through discovery um and uh also through integrations uh very daunting tasks uh the size of of jacobs is is uh understated when it comes to just the nature of of what we do through acquisition um and and uh and divestiture and so it's it's it's daunting and i'll just say this for anybody who is staring at that mountain if you have not started your journey you know there's there's tons of great stuff already out there on the community sites and and of course all the the documentation but um yeah it is uh it's daunting and i'm really looking forward to figuring out some of the better ways that we can implement better practice or best practice by uh by and through you and the other folks that will be presenting are you finding some best practices in doing that or using a conversion button to move things from business services to app services or looking at different ways to build them uh so so uh starting to uh you know that that that conversion and with the uh the ability to have that csdm uh module and application built in uh i believe what was in quebec uh it's it's you know it's been a big help uh but we've sort of i hate to say we're starting at square zero because i think it would be a hell of a lot easier than what we're looking at now in in trying to you know determine what still is you know in the environment how do we get it over without losing you know historical data and and um really looking at it from all of the things that we sort sort of built around bad practice that we're going to have to sort of tear down and then build back up again the right way okay and then do you have a new one so you stop the bleeding from like new services coming in do you have a way to actually make sure that they're getting done the right way or uh we're starting to so that's that was uh opposed to you know really diving into the cleanup aspect i i wanted to make the recommendation that we we start doing it the right way going forward so we don't continue to pile onto ourselves um and yes so now we are uh at least following what we should have been doing a long time ago uh but that's still you know that's still a trial in and of itself because we're trying to correct you know 25 years of bad behavior on how things were done and especially at three years of really bad behavior um since uh since our our our latest acquisition where we've merged servicenow instances so uh yeah there's needless to say there's a lot of cleanup uh but at least you know with some of the documentation that's available and some of the anecdotal stories that you hear uh from you know other other customers and and what their journey has been through uh you know that that has seemingly at least given us a direction on on where to start in priority uh for for the tasks at hand okay cool thanks for the update and if uh if you want to come on and kind of walk us through some of that um would you go on to do that uh absolutely i i would probably say i'd need about uh you know a quarter to to feel comfortable that with what i'm showing is is something that i i believe in and that would provide benefit to this group but i absolutely would be interested in that all right yes i'm sure there's a lot of other people on that that are in that same boat too and some people that have gotten through it too and i hope to come out on that our side and and hope to give that information so other folks don't make the same mistake we didn't if if you happen to at least there's a way out so awesome to have helped out there okay all right thanks anybody else what else is going on in uh other places anybody out from montana hey john this is roland hey ron good you guys aren't too busy down there are you no i i think you kind of captured you know what the challenge we're taking on right now with trying to enable a lot of our i think citizen developers a terrible word for government but that is what it is you know all of our agencies as we're not a consolidated i.t state when it comes to you know our app dev teams and one of the desktop support so i think that john's kind of helping us lead that effort to you know move an agency to a a 100 digital aspect in a rather rapid timeline so i think just you know enabling that model that we can then extend you know to our other agencies to uh you know kind of rapidly move in that direction is probably our biggest priority moving forward here in the next few months and hopefully we can bring some of that stuff over rolling when we get to do it all manual for now just to make sure we get all the kinks worked out but then we can start look at some of that automation maybe yeah for sure and i think you know i my ask of john and servicenow 2 is there's a lot of you know confusion over what product to use for what process so i think that's something they're helping us with too you know kind of setting up some guardrails around you know when do we build exclusively in csm versus app engine when we use the two in conjunction um you know just literally taking that intake process and guiding agency developers citizen developers down the right path with us continuing to provide you know that architectural oversight to make sure decisions are being made correctly it was really interesting right here too when we we looked at those internal services uh that you know there's platform stuff like the contract in the great call procurement yeah cool thanks roland and then um anybody else mitch were you on you were talking about some stuff you're doing i think we lost mitch though all right anybody else want to give me an update so i got some stuff to work on for you guys or bring in content anybody not making progress at all and you're stuck on something so this is dave young from clark county we're making slow progress on the cmdb right we had that engagement with the itom and uh you know documenting our services so we're looking forward to the next call with you john because we have some questions yeah yeah the the nice part uh on dave's one of the things that we're going to go over next time is that application service so that application service and how do you make those attachments underneath right so there's the manual way there's the tagging way that one of the counties that we're working with we're doing it where we're able to go ahead and discover uh with a dynamic query and then build the relationships off the dynamic query and then there's the traditional service discovery method right where you come down and you put a url in after you discover all the the technology components and that from that url you can walk you know walk down and then attach things which is the ideal way because then it's all automated so on dave's team we're doing a little bit of it now manually but we're like okay how do we how do we automate that so that if a new server gets added to our uh which one we're working on a property tax billing application how does how do we make sure that that that gets in added in automatically so there's some challenges we're facing with traditional service discoveries so we're trying to kind of create a process for maturing as we go right right there yep and we're grateful for all your help john so thank you oh you're very welcome it's been a pleasure thank you thank you john so i do expect you covered the topic in the next one uh that you have or that's still kind of in future plans that's more on the discovery part uh there's there's another group that covers that this is more around the services themselves so we try to stay on the service delivery so discovery and everything else there's uh there's our itom team has a tuesday call um where they they talk about that so when i send the newsletter out i'll make sure i put another link to that that tuesday meeting in there because that's a topic that they would cover they specifically go down into that area yeah i would like to actually when we have we think we will cover it you know some examples as you mentioned for those application services and have they dynamically map in them so i would like to extend that invites you um some technical folks on my side uh so once you have it right here let me know thank you okay yep yep that would definitely be one a little outside our wheelhouse because we try not to dive into specific products here because there's you can go anywhere and get a csm demo or get a you know itom demo there's a lot of those we're trying to really stick to just that core service delivery piece here as much as we can yeah a good idea thank you anybody else have anything going on well we're over oh no we're not over yet one more we got time for one more any of you consultants out there working on anything interesting with services too all right bunch of shy people on the call today hey john i'll go next so this is darren from hawaii department of transportation we are believe it or not trying to transition from lotus notes into service now and i think our biggest hurdle is tribal knowledge uh having an older workforce not being able to adapt quickly to some of the the new stuff coming into service now and then that old developer mindset that says you know everything needs to be in one module instead of breaking up into smaller ones so i think we're in we're just kind of stuck in a little bit of analysis paralysis and so to break that down we're we are looking at doing some outsourcing just to kind of bring in some outside talent to kind of help guide us and point us in the right direction but yeah we're trying to transition lotus notes which has been around for hundreds of years trying to convert that into some app engine tools so yeah it's been slow yeah perfect example what i'm talking about today right is how do we how do we push some of those responsibilities out so you're not doing it all right yep yeah and and we're on that call together too that that's exactly where a lot of the uh municipalities want to go right when we did that call together yeah thanks for leading the way john sure yeah if i can i can help you with this too down hawaii let me know and i'll get with scott and we could uh we can put some of this stuff together for you yeah mike might call for a site visit maybe huh yeah class trip to hawaii anytime but except i can't get out of there still with all the restrictions right yeah sure it's a little bit limited yeah give it time all right all right thanks and if anybody else anything else drop them in the notes in the meeting or send me an email i still need speakers like always i need you guys to come up and i mean even if you're stuck or struggling like that app service thing is a really good topic to migrate things over uh just drop me an email and i'll get you on the docket as soon as as soon as the next meeting so um i know kaiser too i don't know if they're on today but they were they were talking about speaking last time i know they're pretty mature in some of this so it'd be good to get a mix of people that are that are stuck in the beginning and then people that are pretty mature and then the stuff i'm talking about is cstm 4.0 which is available by the way if you go on the csdm look up csdm community and you'll see the cstm 4.0 whitepaper in draft and you can go get that now i'll also put a link to that in the newsletter but if you want to not wait for my newsletter you can go that just do a search for it and that's really interesting because that brings in all these early stages that i'm talking about now right because before it only considered production in the cstn now it has all those other those pre-prod stages next time we'll talk a little bit more about the cstm parts inside of the digital products right which that's the really interesting piece that we're going to come in so the digital products today that i developed uh were the ones for the landing spots in the catalog so if you remember i was parking stuff in that services category so it'd actually be a digital product called services and that's where we would be dropping that downstream epic right so that's how everything connects back in the model is because now we have those life cycle stages of things we can talk about as part of cstm the digital product being the big new one so that's that's a topic for another day and i will pick it up at some point when my turn comes around again this week thank you everybody appreciate your time and we'll catch you in two weeks thank you you're welcome