hi everyone this is evans nicholson from servicenow technical marketing today i'm going to talk to you about how we can gain business context quickly to drive outcomes specifically we're talking about across itsm and itom the services and operations teams but first let's talk about some of the problems that modern infrastructure engineers and organizations face today lack of service application or infrastructure context what does that mean i know i'm not the only one who's rebooted a server thinking it was safe because it is a quote unquote test environment things are very complicated these days and without communication and without documenting what is on what server et cetera it's easy for this to happen and yet we're still talking about siloed work streams and disparate tools a lot of times the services and operations teams already work together but if they don't have the same tool or the same workspace it's hard for them to actually communicate and work together efficiently context switching slows productivity and momentum you've probably all heard you can't really do two things at one time you're actually quickly context switching between them and that's what happens when you're in a ticket and you need to go over to your email or your chat and contact the operations engineer to talk about something you lose focus and then finally high touch and complicated cmdb management for services and operations teams managing the cmdb running discovery getting the ci's into the cmdb should not be the majority of their jobs right they have other things to do you shouldn't spend your time managing the tool right that's not your job the tool is to help you do your job the tool is not your job so that is a challenge that we face today still so those are the challenges let's talk about how servicenow can help servicenow helps automate and optimize technology service operations we can do that through a number of different ways but in the essence of time i'm going to talk about four specific ways we can do that in this video today i'm going to talk about service operations workspace experts on call and then knowledge base articles from the service operations workspace teams can view a tailored list of knowledge based articles which are applicable in certain situations and then finally service mapping now i'm not going to show how you set up service mapping but this is really the start of the show because because of service mapping ml based service mapping in particular we're able to prevent an issue in a production environment by seeing how things are connected now we're going to see this through the eyes of lakshmi lakshmi is on the services team and she's opened up service operations workspace she can see her team's view here or teams work but let's filter this down to what she needs to do and you can see we've got a ticket down here on peoplesoft development so if we open this up we can see in the details or the summary performance issues seen in the development environment they think the database is the issue and they want to reboot this database server do some troubleshooting so laxmi is going to first check and make sure there's no impacted services or cis that are going to be a problem when they do this work so we're seeing this through visibility and service mapping at the bottom you can see lakshmi can see peoplesoft dev that makes sense that this sql server is associated with that but then she sees trade trade is actually a mission critical application for lakshmi's organization so that's a big deal that this seemingly development sql server is associated with not only the development environment but a production environment so she's going to come back and reach out to the expert on call this the operations team in a minute but let's first talk about troubleshooting and getting this sql server fixed up so i'm going to open up agent assist now this is going to bring up a bunch of kb articles related to what we're seeing here in the summary and the ci things like that so this is a curated list of knowledge-based articles that might be helpful in this situation and the first one we see is a health log analytics kb article and that's nice because that's actually an itone piece health log analytics is itom so we're seeing cross pollination here little itom coming into the itsm view on service operations workspace now this kb article talks about how we can see that sql server performance counters are disabled we can see that through the logs this is a great start right so we should enable those performance counters while we're troubleshooting so i'm going to attach this to the article and put in a little note about what we're going to do now i'm not going to do this in the interest of time but here's the experts on call link if i open this up it'll open up who's on call from the operations team that's a great way to open up a dialogue you can actually start a microsoft teams chat right from here because of our team's integration so lakshmi can reach out to the operations person on call and say hey we're going to work on this development server but it's associated with trade so we need to proceed with caution but let's go back over and i'll show you one more thing about how we can visually see the representation of this service mapping so i'm going to go into this configuration item this is the sql server i'm going to open up dependency view and you'll visually see how this is related here's the sql server if i go into details we can get a little bit more specific and look at services and i'll show you trade so here's the way trade is the whole trade service application is related to this sql server it's visually shown here for you and then we can if i click on dev peoplesoft dev we can see the development this peoplesoft dev service application and how that's related to the sql server all right there's one more thing i want to talk about before we go if you're interested in ml based service mapping check out the application services readiness page right here there's some prerequisites you need to do in order to get that going you can get this through using the service mapping plus app on the app store so if you're interested in ml based service mapping check that out check out the service readiness page and get going so let's briefly review the benefits of service operations workspace this next experience workspace is configurable and you can do that through ui builder but what we saw is an out of the box experience which enables seamless collaboration between services and operations service operations workspace makes it easier to transition into contacting experts on call starting collaboration or accessing knowledge based articles and then you get instant understanding of business context by knowing and visualizing application or ci relationships this is service mapping we saw the results of service mapping not necessarily how to set it up but you can see how powerful this is when gaining business context into what you're about to do or something you're troubleshooting and speaking of service mapping let's go over the benefits of service mapping teams can get situational awareness by seeing how different applications and infrastructure is dependent on each other and then ml based service mapping as opposed to top down or tag based intelligently finds those not so obvious application relationships and then can give suggestions on updating service mapping based on those findings and finally service mapping eases the burden of gathering configuration data and cmdb management remember service operations teams are not in the business of cmdb management or discovery or spending a lot of time managing the tool the tool is not their job their job is to use the tool so let's not get in the way of that service mapping and ml based service mapping especially is a great way to quickly get accurate cmdb data and visibility into how things are interconnected for more information on service mapping or service operations workspace check out the technology excellence page here or for all things itom check out the main product page thanks a lot and i hope to talk to you soon