thank you everyone for being with us here today we're very excited and to talk about the servicenow store and how you can leverage the store for smoother upgrades i want to start off by introducing myself my name is shamail i support the upgrades and adoption program here at servicenow and i'm very lucky to be joined today by adam stout adam if you'd like to introduce yourself good morning everybody uh i'm adam stout i'm from the outbound product management team and cover upgrades and platform foundations and analytics and all the fun stuff in the platform so i'm excited today to talk about the store and get everybody excited about how they can make their lives easier by using some of the things that are available for you right now awesome okay so we have a couple of housekeeping things before we jump into the content for today um please feel free to use the q a function at the bottom of your zoom there it asks questions throughout the session and afterwards we've dedicated some time for q a feel free to introduce yourself at any point we'd love to know who you are and just so you know the session will be recorded and shared on the community after the session and then i would just like to thank you in advance because after the session you'll be prompted to fill out a short survey we really do appreciate your feedback so keep an eye out for that please we've got quite a bit to cover today um so first we'll talk about servicenow upgrades and our upgrade program um we'll discuss the very exciting quarterly store releases adam will walk us through how you can adapt your upgrade plan um to include the servicenow store and then we'll finish off with some resources that you can start using today to help with your upgrade but before we get into that let's start off with a poll question um you should something should pop up on your screen right there um what family release are you on i'll give folks a couple minutes there a couple seconds there to answer it's great to see how many of you are already on san diego that's exciting um we just launched that back in march and we've got some folks here on rome as well um probably preparing for their upgrade to san diego or tokyo um just fast approaching great okay thanks for filling that out so if you've uh if you've been on a webinar with me and adam before you've probably seen this timeline here but i think it's just kind of helpful to quickly review the the servicenow upgrade policy so customers need to be on one of the two most current releases to be on a supported version here support means access to world-class technical health 24 hours a day seven days a week this help includes um hot patches and fix or sorry hot fixes and patches and so maybe take a look here at the chart to see when you're due for an upgrade if you're on quebec with n minus one entitlement or if you're on paris with n minus two entitlement uh you're due for an upgrade in march to san diego um and so for our folks here today who are on rome um with an n minus one entitlement um uh you're due for an upgrade to san diego or tokyo um in september and if you're unsure about your support entitlement you can find this information right on your now support portal or by reaching out to your solutions consultant okay got another poll question here um are you currently preparing for a now platform uh family release upgrade i'm gonna select one that applies to you here this is great to see how many folks have already upgraded to san diego and lots of folks are preparing for their upgrade to tokyo or you might be in the middle of your upgrade to san diego that's great give me just a few more minutes perfect great well so looks like lots of folks are upgrading or preparing for an upgrade soon so hopefully a lot of this content you can walk away with today um and you'll find helpful so now that we review the policy why is it so important to stay current with servicenow upgrades first you get the best of service now when you upgrade to the latest release because you get the latest in platform security and availability enhancements you also get access to the latest innovations and new product features and then as i mentioned before you keep your access to world-class support 24 7. um because when you say current you get the most value out of your service now investment and so next up we'll talk about the quarterly store releases as i mentioned before please feel free to use the q a function ask your questions we'll be there to answer them so the may quarterly store release last month is giving our customers access to new innovations and a predictable cadence before the next family release so new innovations get released to existing products or net new products in the store four times a year um so to get the may store release customer needs to be on the prior family release platform so n or n minus one so in this case that would be um san diego or rome um and february is included with the march family release in august is included with a september family release so with this predictable cadence you can plan and prepare for product innovations and updates um and every three months new innovations will head your way whether it's via the family platform release or via the store um we're we're getting innovations out fast for our customers to use right away so you can build on new innovations for previous family releases by providing new features and deepening already existing features using the store and adam will go into a little bit more about what that looks like with your overall upgrade plan which is perfect timing because i'm going to pass it on over to adam to discuss the very exciting features that came out with our may quarterly store release thank you so what we're going to start talking about now is how do i use the store what's in the store uh how do i take advantage of the store to make my life easier so this is an example of some of the things that we shipped in may they're all available in the store now and they cover different different areas that come through so whether it is a new workspace for next experience which is going to help you take advantage of the new features in san diego for service operations app engine app if you have app engine then you have access to the app engine management console which helps you manage the citizen development flow of apps that come through huge innovation delivered in the store or also some of the industries so whether it's public sector coming through lots and lots of content that's coming out there and i want to make sure that you understand how you can get access to it that's coming through now the content that comes in the store most of it will end up in the family release but that takes some time and then it comes with the main upgrade of the family release so we're gonna go through how do i how do i take advantage of it so it's just not in my main family release what what happens and i'm going to share my screen so that we get in so that we get to it so now we're into how how both we're we have one more poll um so as we get into the store uh what we want are we seeing the poll question yeah okay poll is launched um so i want to know how familiar you are with the store we're going to talk about the store and and look at it mostly as a new item for those of you who use it looks like we have a lot of people who are using it um [Music] a lot and frequently i want to make sure you're taking advantage and and you understand all the kind of tips and tricks on how do we leverage it and then for those who have never seen it that's what we're really going to focus in on today and can you con can somebody confirm in the chat that they're seeing my slide or not you share um can you share yours because uh zoom's not let me share thank you um so we saw the poll we had a lot of people who have used regular a lot of people who've used it a couple times and then some of us have never seen it so we're going to go through some slides and talk about what's in here so first of all we're talking about the store we are talking about store.servicenow um and that you go there and you will see the main part of the you will see the store so if whatever you talk about store this is the url i mean you get there from almost all the servicenow properties are all of them whether you're coming from the community or the main.com but if you just go straight to store.servicenow.com you're going to see what we're seeing and as we talk about that there really are two interfaces into the store um we're going to talk a lot about store.servicenow.com but what you see in the store is also available in your instance if i go to system applications all and you go to the app manager and we see all applications you're going to see what we see over here on the right hand side of the screen and in this case we're seeing uh app engine management console which came out in march and we're seeing the the store version of it where i can get it and then you're also seeing it in your instance where you can install it straight from your instance so no matter how you want to search for it it's there we don't actually have to download a file uh to to install something from the store we get it from the instance and whether it's a plugin that's coming with the family release or it's an app that's available in the store we're going to actually do the installation from our instance uh in there that being said i like to use the store we're going to talk about the features of the store over on the left hand side to figure out what i want to see um you get a lot more information in store than we do in the platform when we're in when you're in the instance you need to know what you're looking for that's the execution of installing what kind of browsing we're going to use where to store.servicenow.com we're going to talk a little bit about what what do we see so one of the great advantages we have using using store apps apps that are available in the store is that each app is updated independently so when we get a family release and we upgrade to san diego every application we have is now elevated to the san diego version when we go to tokyo it's all going to go to tokyo but we have an app it allows us to pick and choose which which applications we want to upgrade and really importantly when we want to upgrade so here we see that aes app engine studio application object templates um can be updated to version 2113 uh the object wizard components separately can be updated the catalog builder separately can be updated now often we're going to upgrade these together or in a series as they come through but it allows me to choose what i want to upgrade when i want to upgrade and one of the other advantages of things being available in the store is that we don't that a single version again we upgrade a family release all the plugins go up to the the family release um but we go from the store a single app can be available for multiple multiple uh releases that are that are out there most of the time we try to make it as backward compatible as possible sometimes we rely on features uh that are only available in the family release so app engine management console for example is only available in san diego because it requires some of the platform that san diego but this app the uh acl assessment for reports which we'll talk a little bit more about later when it was released i think it was actually released back it was released back in october i think the original version supported paris uh all the multiple versions and in this case right now this works for rome or san diego so if you are on rome right now even though this version came out i believe this one came out in march it still works for rome you don't have to upgrade your family release to get this application it's the same whether it's rome or san diego and what we're able to look at here is all the different versions that are out there so when we go to the store we're going to see the latest version we saw version and this was exactly what we looked at we saw version 202 but when we click on the other versions available we'll actually see there's actually still is a quebec version available that was updated in bay you get the change the release notes that are coming through um i didn't expand it out here but i know the version two the major release described all the new functionality that was coming through um but the different versions are out there you can see that often what comes out is available for the major releases uh for most of the major releases that are out there but again um actually sorry this is for the decision builder at app it's slightly different app the version two required some platform changes so two 2 201 and 202 requires san diego so to get that functionality but version 117 has all the version it has functionality that we can support with quebec and rome so again you get to choose what you want to have you can see what's out there you can see what you're going to get in the next version as well when i'm in the store we click on other available versions we're going to see these release notes and you're going to see those other versions so if i were on rome today and i wanted this application i couldn't get 202 or the 200 versions but i could get 117 and get a lot of good functionality out there again you get to choose what you want to have so not all the versions are supported for all releases but we do are the best that we can do for that the next slide so what what all this comes together to give us is uh independent app updates plus support for version for previous releases allows you to upgrade on your schedule this is one of the most important things that we wanted to get across today was that it allows you to balance when you want to upgrade rather than just we're going to upgrade everything when we do a family release we can choose to upgrade parts at a time and this is one of the reasons that we're pushing more and more apps to be in the store uh rather than just in the family release now some things have to be in the family release a lot of the products i work on are platform products that platform comes in twice a year but for a lot of the other apps that are out there you can decide we're going to upgrade this uh this app earlier or conversely we can upgrade the platform and then we're going to upgrade that one later and it allows you to piece together what's coming through again the same app the one we were looking at earlier it was the exact same app for rome and san diego so whether you want to you want to upgrade it when you're on rome or you want to upgrade to san diego and then do it later that's up to you the upgrades will eventually come into the platform and so as you're upgrading uh things things come will raise up to what's coming going to come up so by the time i got to tokyo for example then what was in san diego and the store will come up but of what's coming out in august won't be trued up uh when you upgrade to tokyo it won't be embedded in that and again you have that flexibility about when you want to upgrade what you want to upgrade as everything moves into the store next slide uh so let's talk about how do we really leverage the leverage this store so again we're talking about store.servicenow.com um and how do i use the store to to do that right we can do it but how do i do it so i'm going to come to the store i'm going to see all the different apps that are out there this includes servicenow apps some are free some come with what you've already subscribed um some are free with everything in the platform there's partner apps in there as well and there's a lot there that's one of the issues we have is there's a lot there so how do we how do we make sense of it and so let's talk about that so one of the features that i really like to use to understand what's important and i see there's a question in the chat real similar to this about i keep getting notifications well this is where the notifications come from so i'm going to go to the store and i'm going to click on subscribe i go up to my profile i log in uh you need to log in if you want to subscribe to it with your normal service now credentials and go click on my profile up at the top i click on subscribe and what that brings up is this next screen which will allow me to choose all the different categories of information that we have in the store now this is truncated because this is actually a pretty long list and you can choose what you're interested in you might be interested in everything and you're gonna get an email every week um but outside of that if i'm interested in a certain sector or certain set of applications or certain platform functionality i can check those things and then uh you save it so you select what you're interested in and save and then what's gonna happen is whenever we do a release to the store you're gonna get an email that looks a lot like this now quarter releases we talked about before the quarter releases include new functionality either major major features in the applications or or new applications that come out monthly we'll release patches for the store apps those those still come out monthly and then our partners i believe actually are releasing weekly that come through that that come through they can release when they want to release they're not bound by our our release schedule there's a lot coming out particularly for those patches that they come through and the new the new miner versions this allows me to to quickly skim over what's in there i don't have to go to this to the uh to the site i don't have to go to the store and search and look for new things but i'm able to subscribe and go hey i'm interested in performance analytics um and i want to know about health care and i want to know about integrations uh particularly integrations can be really really interesting we're releasing new spokes uh frequently that'll help you connect into things so i'm uh i know a lot of people and i like to see what spokes are coming out again i get this email i can skim through this email and see what's interesting and whether it's something that's like instant security center which impacts us all or it is um document intelligence which i need a subscription for all that's getting pushed towards me once a week right so we get those subscriptions let's talk about a little bit more tactical about what do we do about these things how do we take advantage of it so we saw a similar slide to this before that we have our releases our our family releases the platform releases coming out twice a year those store releases the quarterly ones are coming out in between there and then the patches as well coming even a little bit more frequently than that by by understanding this and using this i don't just have to jump from before and after so again because a single store app can be potentially upgraded before or it might be something i need to do after um it allows us to choose when do we want to do those things so maybe i'm going to go a month before maybe i'm going to go quarter before maybe i'm going to go a couple weeks after we try to make the platform upgrades as small as possible so as smooth as possible right we want to make sure that we're upgrading what we have to upgrade we're getting you the new functionality that's core but more and more functionality is opt-in it's something do you want to use it do you want to turn it on so it might require if we take the example of next experience upgrading to san diego didn't just turn on next experience for everybody if you upgraded to it there's a property you need to set to turn it on for everybody so that you can be as you can control your environment as much as possible you can keep a really stable environment for your users same thing happens for the store some functionality is just so core we are going to upgrade it on so when you upgrade you get it but other functionality that's out there that's coming out we want to give you the ability to opt in when you want it so really important again to understand recording releases for the store and that you're taking advantage of them i i don't want to just upgrade everything in march upgrade everything in september or or maybe i'm planning my tokyo release for october well again i want to look at those apps that are available if i'm going to upgrade from san diego to tokyo in november in august i'm going to start looking for august to september planning an upgrade for those apps that can upgrade to the latest versions let's go ahead and do that earlier i can test with those business teams i can make sure that those users are really happy so that tokyo when i do that upgrade which has a lot to it is as small as possible and as manageable as possible reducing my risk for my organization all right next slide um with that we have a couple of a couple utilities this is one of the things i love about the store particularly for the use case of i want to go before so this application is the homepage deprecation tool i really like this i'm really happy about this because it is only meant for upgrading customers we do a lot of things for for adding new functionality and making new instances the best that they absolutely can be but this one isn't for new customers this is for you this is for people who use it so home pages have been around for at least a decade really really long time um the functionality and homepages we uh replaced i'm gonna go about the istanbul jakarta time frame several years ago we we created dashboards so we had home pages and then we created dashboards and responsive dashboards uh they're better they have lots of advantages but it was up until now it was difficult to turn off home pages to get people on dashboards to spec help you specifically so that not everybody has to do this one off we created this application you can go and get from the store that helps you migrate helps you retire your home pages and move to to uh to dashboards in san diego in san diego we deprecated home pages um which means we'll support them for three more releases so this is not something you have to do right now but again this is something you need to do in the next year and a half you have time to do this but if you want to start right now if you're on rome you can start right now retiring your home pages helping your users get migrated over from home pages to dashboards um if you want to do that now great if you want to do that in san diego that's fine too right you want to do that over the summer that's fine you want to do it next q1 or next year that's okay too when you want to do it you can go get this app and this app is going to help you manage that migration process from home pages to dashboards and when you're done you uninstall it throw it away right free app out there specifically designed to help you upgrade um and to to migrate to make your instance better it's something a new customer doesn't need it's something that is going to help you make your life easier and it's only available in the store right so that's again one of those great things that are out there not everybody knows about this that's why it's so useful to subscribe to the store and understand what's what's out there uh but again great app we have a couple of like this thing we're going to talk a little bit more about them at the end but we're putting more more more and more of these out there to help you but you do need to go get them because you're you're in control about when you want to have it we're not going to force you force a bunch of stuff on there that you may or may not need and with that i'm going to hand it back over to smile to talk a little bit more about upgrade tools and resources um i get a little too excited about the homepage app one so i will go and mute for a moment thank you adam we've covered quite a bit already uh in the first half of today's session so i'll just briefly touch on some resources and tools that you can start using today to help with your upgrade and then we've we've saved some time here at the end for q a so prepare your questions we're here to we're here to help um so if you're not already on our upgrades and patching community forum please join us um this is a great place to ask your questions get answers share knowledge um we're on that forum all the time so you can get expert help when you need it and also get support from your peers it's also a great place to learn about upcoming events like this so be sure to subscribe so you can receive notifications and you can customize those notifications to get the information that that you need and if you haven't already uh be sure to go get your now platform san diego release upgrade kit on our customer success center this upgrade kit contains a playlist of valuable links demos it summarizes all the new innovations and includes a full list of resources to help with your upgrades also check out the other resources on our customer success center page as well i would definitely recommend spending some time browsing and seeing what you can use and then lastly i'd just like to plug the live on servicenow community event series we have upcoming sessions on upgrades but also a variety of other products itsm hrsd itam more so we'll drop the link in the chat there check out our schedule see if you'd like to join us at a future session and of course we've got some more resources we'll drop these links in the chat um so you can copy and paste uh take those home with you and just kind of recapping we talked about a lot today um we talked about the quarterly store releases and how you can take advantage of those be sure to subscribe to the store so you can stay up to date with new features adam walked us through how you can plan smaller more frequent updates with the store and adapt your upgrade plan to include that and then lastly we talked about resources um the commute join us on community download your upgrade kit check out the customer success center again links are all in the chat there