all right we're recording now come on let me just hit that all yours red okay thanks uh welcome everybody uh this is our uh digital services forum bi-weekly meeting uh my name is rod jardine i'm a director of enterprise architecture for the americas i look after the fed med uh sled the state local and education and commercial business for canada us and latin america i'm teammates with john spurko who you know and we'll be also introducing a few other team members as well i've been with servicenow for a little over six months uh background on me is 30 years in it i've been cio cto and a chief architect and everything from startup to fortune 6 companies most of my experiences is in healthcare about 21 22 years in healthcare but i've also spent time in retail government automotive agriculture industries and education industries as well so today what we wanted to do is you can go to the next slide john is really talk about how we're evolving the digital services work group um or the digital services form into the digital services work group uh we'll hear from christine and uh jeff two executive sponsors on the forum uh and then also john will move into um further content that we already had scheduled so we're just gonna give you guys a brief little update on how we're doing uh the transformation for digital services from work group into the forum next slide so where were we and where are we at um as you can see uh we started in june of 2018 with two education customers and now we're you know supporting uh 200 with this forum anyways we're supporting 205 customers in 30 different industries and in 65 regions so tremendous growth in four years largely due to uh mr sperko he's done an exceptional job and i think uh hats off to to john i can't give him enough uh uh a reward and recognition for the work he's done we're extremely happy with that and we look forward to having them continue on with the rest of the team members on the digital services forum you could click through that if you want those are just a list of the the industries that we we have in the forum and then also the split of the types of folks that are attending these um we'll call it the forum now going forward but the past workshop so it was mostly 70 it operations and then we had some architects and project managers and some uh cio ctos as well join us next slide so where are we going uh the digital services forum is really uh created because we wanted to share best practices around digital transformation as you all know often when you're implementing enterprise software projects companies fail to get past stage one and stage two and stage one in my opinion is you know just project inception selecting the software doing the vendor analysis and the second stage is implementation now um we do know obviously there's there's successful software implementations out there but it usually gets done at a fraction of the the scope fraction of the benefits and a fraction of the functionality so that's what we felt like bringing the the work group into a forum could help share those best practices around digital transformation and really help companies and and people uh who are maybe challenged with building out a digital transformation strategy and performing software selection where we can help and guide you and you can share best practices with some of your peers um so we're going to go to uh one more slide john great just wanted to introduce some of the other key members um charles bartley uh rachel trumbetta jason leskola and you know john i don't know charles if you just want to quickly introduce yourself and rachel and jason i think charles might be off today i don't know for each one jason here okay we've got you spotlighted but hello my name is rachel trembetta i'm a senior enterprise architect i've been with servicenow for about two and a half years before that i was a customer just like most of you working for general electric and i've been on the platform for about 10 years i've got industry experience in utilities manufacturing agriculture federal and retail are my main areas that i've spent the past you know 25 30 years on and i'm i'm excited to be here with you guys you know when csdm first came out i was one of the founding customers behind that you know how can you plan build run i used different terms at the time but seeing everything that you guys have all done it only makes us all stronger so i'm looking forward to helping you guys continue on your journey thanks rachel is jason on i am yeah can you hear me yep uh yeah jason liscola here uh peer of rachel's in the enterprise architecture organization at servicenow uh i uh most of my careers have been in strategic outsourcing so dealt with a lot of large digital transformations and integrations leveraging servicenow and yeah looking forward to working with you providing best practices especially with some of the you know the platform governance capabilities leveraging csdm uh and just providing that industry experience as well uh and really helping our customers understand what they're going through from each other as well so really excited and thank you for joining great thanks uh john go ahead hello john spearko i am i'm on the team with rachel and jason and i report to rod so i am on the emergency mark the emerging markets team as opposed to the west or the east enterprise thanks john i just figured everyone knew you [Laughter] awesome uh yeah you can go to the next slide so um some of you may already have noticed this we have a new i mean a lot of our videos a lot of the the meetings that we have we record and we put those up on on google before uh and now it's on youtube um so you'll see a new playlist um in the servicenow community area and then also we have a new community forum underneath the umbrella of servicenow and you'll see some upcoming you know bi-weekly events in that link as well so john will be sending out the deck afterwards and you can click on those links and get to the new content so with that i'm going to turn it over to christine and jeff and go on the next slide and they're going to talk about how we are transforming the digital services workgroup into the digital services forum what they're expecting what their hopes are for the evolution and then they'll take some uh questions and answers thanks for standing rod yeah sure i'll start for a few minutes and jeff just jump in um i'm christine aaronberger i'm here in detroit i run solution consulting for servicenow in the americas which includes uh our internal enterprise architect team as well as the consultants that are out there helping helping our customers understand how to realize value for their digital transformation um i'm excited about the expansion of this forum i know we've we've really got a high concentration we started out in medical and state and local government most of you came from that area and the expansion's really important to us partially because of how we've expanded as a cust as a company our our rapid obviously our crazy rapid growth but our rapid growth that we've had over the past uh for me it's been i've been with the company since 2019 but obviously well before that the growth um that we've we have in financial services that we have in telco that we have in manufacturing is just in some cases these industries are pulling us through because the demand for our product um we started out if you from a complexity perspective it's i think our customers are dealing with you know everything we started out as this it company and grew into all these other products and even if i look over the past handful of years our products that has grown with all kinds of things even outside of employee experience customer experience but even most recently with you know the vaccine management applications we've gotten it operations in ai ops enterprise we've all these products that we've added every six months frankly and our customers can are trying to make heads or tails of you know what am i going to get the biggest impact from over time and who's going to help me understand that so not only the technical infrastructure underneath it we're you know we've got all of the cool hyper automation ai machine learning integration rpa all that exciting stuff that's underpinning all of these applications in the business and they need you we need you and my uh and we we need to be able to um help you all understand how to make heads or tails and get the best value of that during your digital transformation so i'm excited to see us i'm excited to see this group expand so we can help you and we can help you use our products and leverage the the power of the products um as fast as we've been able to to deliver them to the market so i meant jeff do you want to introduce yourself sure my name is jeff luby i lead the enterprise architecture team here for um for servicenow reporting up to christine and i'm just excited to be here so thanks for having me um you know uh i think when i first started at servicenow john and i had a one-on-one and he told me about this group a couple years ago and i was just super excited about it um you know the the things that i think make this group the best are um both both you and servicenow get benefits out of it so there's a mutual benefit there we have product managers come on you provide feedback as well as we talk about topics that are you know top of mind to you so that's super important and valuable to both of us the other thing i like uh the way that john set this up and we're hoping to continue this going forward is the idea of just keeping it real so there's there's not marketing or sales collateral being presented is talking about real issues and real things that are important to you as service owners or eas or whatever your role is so keeping it real is one of the things that we're going to keep going forward and then lastly not inundating this group with like product information specific uh specifically but talking about topics things that are important to you uh as you're a product owner or a um platform owner that um you can then take away and actually use that information so those are the three things that john and i have been talking about in the past and i want to continue going forward um as some of you heard earlier you know the vision and sort of the goal for this new you know this next step that we're trying to take is really around um expanding as christine said expanding the membership of this group we you know are looking at manufacturing and financial services and others uh so that we can just expand the reach and the value to to other folks um we're also just trying to modernize i think the approach that we're taking and uh conform to a better approach based on the servicenow communities so putting all of the you know the the recordings and everything and sending out the invites from a standardized sort of approach is important and you know the self-service nature of it as well as we start growing and then lastly i think expanding the the leadership team that you saw earlier on the slides such that we can provide even more value more diverse speakers different topics and john doesn't have to carry the load uh each and every um call and we'll you know continue uh adding awesome speakers that are inspirational to you so that's kind of what i see the future being and um i'll turn it back to john or rod i think at this point what we want to do is open it up for questions so if anybody wants to ask a question either in chat or come off mute and ask the question directly to either christine or jeff now's the time john there's one in the chat about engaging with our teams on an architect to look at their maturity model of where current state is with a customer and how we help them get that roadmap in the future based on maybe their industry or their product set do you want to answer maybe what's the best way you encourage them to engage yeah last time we talked we we talked about our leap program that we're running out of the ea group and um i know i guess from a high level you started the whole ea group for a reason and i think and then the leap model is is kind of jeff's interpretation of that right that's that's it in action so i was wondering maybe maybe you guys can speak to both those perspectives i think like what were the thoughts that went into the the team that said okay we're going to build this ea team for the americas yeah um so so yeah the i don't even know tm is the person asking the question but um yeah i would i would tell you um we do have a program and our architects and strategists help our customers with that process and it's an engagement we work with um depending on you would reach out to your sales rep your the person that's your account executive who has the relationship with you and they'll schedule something for you based on you know what the business needs and who's you know what what you're trying to accomplish but it is a it is an offering that we we packaged up so we created this um this offering if you will or this engagement because we were having so many of our customers you know wanting that requesting that kind of activity and having that kind of expertise so um so we kind of have a little program it starts with a design thinking type of workshop that helps you understand like where do you want to go as a business what are your priorities and biggest problems and then it puts value on the end of it of where should you financially is the biggest impact for where where you should start and what steps you should take over in some cases a three year journey or longer josh do you have anything uh yeah and so i would just add to that we've taken all the best practices referring to elite of all the architecture engagements that we've had across the americas we've tried to distill them down into certain patterns and methods that we can use in front of a customer and and share with you actually so we we undertook a lot of work last year and i've created something called leap which is lean enterprise architecture for people and through that process we have standard workshops that we engage with customers on uh standard um you know deliverables etc that we can work with both your partner or with your it staff to actually help implement servicenow and really get the best out of and the quickest value of the servicenow platform for your company um so in a nutshell that's kind of what what leap is and and how we're rolling it out and it's constantly evolving um and uh it's just getting better and better we're trying to match that also to what's going on in each of your industries so and what's going on in the world today so it is when jeff says it's changing you know it depends on what is important like cyber security risks are like the number one threat for ceos right now so we have you know have that as part of the conversation or you know we've mentioned the the human health and human crisis that's been on in the world today so some you know this vaccine management or um products or might be a higher priority so there's there's macro kind of crosswinds and that are going on in the world today um supply chain might be a hot one depending on the industry that you're in so it does have a little bit of like our you know an industry slant of what from a mature maturity model what might make more sense in your business based on what maybe competitors or others in your industry are uniquely looking at to move the needle with our platform and there's a couple of questions on the google drive and broad mentioned that real quick earlier all the content from this point on will go on our new the digital services forum which is the servicenow community and we'll send out a link to that there was a link in the bottom of the invite as well and that that forum is where we're going to be posting all our content from this point forward instead of using the google drive like we had before so the videos will go on youtube and then the content will go in the forum see if we have any other questions there's some questions about digital service and uh the the digital service is more about just the services that we build and transform and it's it's the fact that it has a digital transaction involved is what we mean by that so a lot of what we talk about is modeling and delivering the services uh that's a lot of the focus now and especially transforming some of the services that you already have so we'll see if there's any more questions in here there is one john about putting the historical data into the forum repository yep so there is some of it in there and we talked amongst our steering committee and we didn't want to dump everything in there at one time so we'll bring it keeps bringing certain pieces that are still relevant over to that repository such as when uc davis they had a thing they shared a while back and then the county of san diego had a way that they defined a um a template so we'll start bringing that over little by little there there are we did put the all the videos are on the forum already that we did this year so everything we did since the beginning of 2022 is already on the forum all right any other questions while we have christine and geoffman hi john this is uh dan wright long time no talk hey dad uc davis uh one of the originals in here um can't say enough about what john has done in my 20 years in just various industries the best vendor experience i've ever had has been this relationship with john so kudos to you john thank you for everything um so you're you know we have our current catalog and we love our catalog and we get a lot of accolades for it but we're trying to align with csdm and we're having some issues when it comes to while we have catalog items that are actionable with requests right on the spot there we do have some content items that those services are fulfilled you know maybe outside of servicenow with you know vendor pages or uh maybe there's multiple request forms for a certain service uh so we have content items and we're finding content items really don't play well with csdm and we're trying to figure out a way to present those items uh out of the box the best we can but we're basically forced to still have you know the request button or the you know add the cart button when there's really nothing to add and so we're looking for some you know solutions i posted my question kind of above um you know and i also posted in the forums while looking for as many uh you know as much saturation with solutions and answers as we can get so that's all i got yeah that might be a good whole topic for uh to present on one of the upcoming forums at the end dan yeah so unless christina jeff had anything to say on that i think we'd just wait and tee that up and have a whole meeting around it we'll take whatever we get we appreciate it good deal rachel or jason did i miss any other questions on there nope i think you've got them all and i'm really glad dan that you spoke up because that is a challenge that we do see with a lot of our customers that start in itsm you know how do you really take and leverage the power of csdm so i think that would be you know maybe the end of july when we have that'll give us time to maybe work with you dan on what your requirement is do a little bit of homework on our side and then share that with everybody else that would be fantastic our entire team would appreciate that and i think uh we're even with anita we're even teed up for an engagement with you i just saw a note from ed uh earlier this week okay all right so we'll be out there we have a hand up from jeffrey yeah uh hi i'm jeff manville i'm the servicenow team lead at duke health i was wondering if you guys have investigated kind of anything around service based costing for digital services i've we've been doing service based costing at duke health for a while now and i've just haven't really found any ways that really replicate a truly though i kind of hate saying an amazon experience and something that's really effective in translating customer need and customer dollars into uh like effective i.t organization service-based costing seems to be um custom half-hazard uh and kind of brute-forced it's not like our credit cards where we can look every day any hour to see kind of where we're spending money and what we're spending money on hey jeffrey does your team you does your finance team do tbm finance modeling uh we uh i think we use aptio as a tool for financial modeling and do kind of annual chargeback so i'm just kind of we don't use tbm today i think okay and i was just asking there's many different ones we can set up the system to be able to do that with our configuration management database if you have the services there and then you can have all the infrastructure there and then from a project perspective if you're using spm you can start to put the project accounting in there with labor dollars hardware and software and then be able to roll that all up to your digital portfolios but that's more for like capital projects right not operational um you know is it so i'm sorry you can do it for operational as well if you think about it you have an o m let's say you've got someone managing all your servers you've got a project that you have to pay them annually on so if you track that that can roll up to your total cost to serve there's another answer to we did a meeting on this last year on specifically around financial modeling on the services and we have a special vendor because this is almost like another language when you get in to do this really complex financial modeling and they're called proven optics you might want to look them up on the store but that seems to be the default when there's um you know when there's some serious inquiries about that because that's like a whole different domain with all the possibilities and the sharing of costs across applications and things like that but you can start with that recording and actually i have that financial modeling on is one of our topics at the end that we're going to prioritize so if that comes up again we could probably rerun something like we did a year and a half ago and see where we are on that i don't know if anybody in the audience might be doing that today is anybody doing financial modeling today i know solissa was doing a little bit of that we had tried we had started to do that when i was working with uscis and we've got craig on the phone from there it's just not gotten that far yet far yet because they do domain-driven development and want to make sure the business and it are working together and we could align everything to a cost center cool all right any other questions while we have christine and jeff i don't want to hold them too long coming at it from the executive side so these the technical questions are great we're going to have at the end we're going to have a good section on that to where we we line up some of the next few months but we'll uh i guess what i would say if there's no more questions we're we're 100 behind the expansion of this we i all of you that have been part of this community for some time have so much to offer to customers outside of the industries that you've been part of and we're super grateful for you being forced multipliers for us as and for our customers other customers that are going to continue to join as we expand and to jeff's point about john kind of carrying the load for this there's i've doubled the size of my architect team in just the past year because of um because of how important this role is and and the johns of the world so i do think you're going to see all kinds of different business problems and challenges and things that we can all learn from on this journey together as as we contribute to this community so every you know the the world is changing out there and uh you know i it's it's you're just as much a part of the learning community and building the talent and helping people navigate servicenow so we're very grateful for your contributions and the contributions you're going to have yet to come with the expansion of this program and i'll just add a little bit to that too i echo uh christine's comments there 110 percent you know support from from me for this program but you know i think like i've mentioned before just the benefits that we both get out of it are super important and also as we look at the enterprise architecture role long term i mean that should be a role that any company has that is a specific role that says we need a service now enterprise architect to you know roll out new applications on the platform new workflows etc as they integrate with the rest of it so i think um you know i'm super excited about where this can go there's a lot of other stuff we could talk about about knowledge 23 and trying to get this group together in a different setting um but more on that to come but uh anyways i just wanted to say thank you as as well and thank you john for carrying the load so far i think four years maybe and uh welcome to rachel and jason and charles to this program as well thank you both very much for letting us expand it and grow it and have the time to work on it we really appreciate it yep thank you all right and i think we're we're clear on questions christine and jeff so thanks again we'll send any out over if we get any extras sounds good i'm actually going to stick around just because i want to hear the conversation all right now we're going to we're going to geek out a little bit for you all right so what i wanted to do today is in this section is go down into the cstm workshop and with the csdm workshop we did this probably two and a half years ago with this group where we had about 80 of us and we split up into six teams and then we we got i think 20 instances that we shared and then we took those instances and we went ahead and we modeled a we created a service from scratch so that everybody can see how to do it and it wasn't meant to say okay we're gonna create this monstrous service with all the micro services and technical services just really basic core service so that we could go ahead and represent what the csdm does to our organization so that's what i want to take you through next is i'm going to give you that template as as one of our deliverables and i'm going to send a link out after this meeting with that in there so you you can run this yourselves or alternatively like jeff talked about the leap engagement before this is one of our leap deliverables so if you have an architect come in they can run this workshop with you so i'm going to switch over to the deck that i'm going to give you so that you'll have some expectations on on what that looks like and so we start out with this this template and the template is going to well this is the home screen of the template we have uh what we'll do in the beginning is really try to talk people off of this the cliff that csdm is this hard confusing thing right because you're already doing everything the csdm helps you do but you're not doing it explicitly in other words there's not process around everything so if you look at the let's take all the boxes and lines that that confuses everybody and let's just take those out for a minute and just look at these domains and so if you look at the domains and you can explain this carefully what we're trying to do it helps when you go into the next level so in the design domain right the organization expresses the needs to support some type of consumer whether it's customers or employees there's there's this need expressed for those architects on this could be a capability and in order to to meet those needs you're going to buy apps right you're going to build apps whatever whatever it is sometimes you're building new ones if it's core to your business like i was on with an insurance company of their day their core business is selling insurance so they build an app to sell insurance and so and that's done all the time right every organization needs capabilities and they buy apps and build apps to support those and the question earlier like what is it digital services this is what i'm talking about here is we're working our way towards a digital service now after they buy those applications or build them right they need to in order to become useful they have to be configured or built right so this is the domain where yeah we decided we need something we're going to build it or we're going to buy it one or the other and that happens again and again and again right it's not this is the same process it is doing all the time now the next one once we in order to buy or build something right we need an environment we have to be able to run it buying an application has no value until you can run it like even servicenow when you buy servicenow it isn't immediately valuable to the organization because what you still have to do is you have to configure your single sign-on and there might be some other things you have to do to meet security concerns so this operationalizing of it is another domain another team and you can see what the model's doing is it's putting all the pieces together and bringing all these people together for things you're already doing right now the last part is really where we want to get to you bought these apps you bought them for a reason you built them you configured them you did all this work you're standing it up on infrastructure that you're paying for how do you present that result and a lot of people this is where they fail right here and even some of what dan was talking about earlier you know how do we express that in the catalog and how do we connect that to the right models so there's even that underlying configuration piece that you're trying to do and so you're trying to put that back and you're trying to put it back in a way that's really easy to use for those end users but it's also measurable right so you're you're getting the information from the end users and then you want that that quantitative information as well so that's how i explain the model and again this is the workshop reason is for you to go into your organization and be able to explain this to a team we can go into more detail here about what all the components are but basically these are the capabilities you need these are the apps you're buying so now we're putting them in lists and it's not scary these are rows in a table right a lot of people get all freaked out by all the lines in the boxes and that's the big thing we want to stay away from so once you have an application in there i can start scheduling work against the app so that i can say okay we're going to make that app ready in our domain and these are all the objects that put all those things together now what we're going to do in the workshop is we're going to take you through just the business part of the business of it and show you how the common service data model supports the business of i t now what i do in this section is i really focus on this part because a lot of this is this is getting your servers your network gear your applications and databases this is getting all of those listed down here that's your data center stuff what we're talking about here is the business part so this part of the cmdb is what we're really going to talk about today and that helps you see the business value of the model that we're using now what we do here is i'm going to run this in a in our digital services forum instance i'm going to show you some of the pieces that are in there that you can use during your workshop and then that'll be useful in slides five through seven so on the instructions here you'll have the links to the pieces that we're going to use now the first thing i do once i they have the general understanding uh what you want to take them through now because this is sometimes this is people seeing for the first time they're seeing the common service data model so we do now is we start putting real stuff in the design so the business capability and this is a workshop i just did with one of our customers uh and this is just a little tip if you're using our central instance you're going to want to put some type of initial in front of it just so you don't hit a duplicate problem but what they needed to do here this is a state customer they need to manage eligibility in order to manage eligibility they have a application and that's the application name right so they're building this application with a team of developers and then that application is being run on a technology stack which is represented here so we call this this would be prod now if i have let's say i had to run this in the new york data center and then on la data center what i would have is i would have two of these i would have nd space prod new york and the space prod los angeles for example you can also represent your your other environments in here such as your dev environment but right now we're just going to represent one prod technology stack right and this is where all the servers and the switches they all bubble up to this so that's saying that there's some team responsible for making sure this application is running and that's basically what this is that's the operational piece okay now what i do is i take this thing that that this team built and we're now running it and now i have to squeeze the the offerings what am i offering here so providing heat assistance and determining eligibility or two of the offerings that i would have and these would tie back to the catalog items if you're offering these in your service catalog this is where it ties back and that's basically the model that we're building here right so so this is a copy of this model we're starting to build out all these pieces and what i do in the workshop is i just go to the business service level so the offerings are basically extensions of the service itself right so the service is basically a roll up of these individual offerings that you're going to let people use out of the eligibility services now what we actually do is we tie all the way back right this is this ties back to the capability so it kind of goes full circle this is what we need goes through all this stuff we buy stuff we operationalize it this is what you get at the service and the offerings so that gives them a way to think about the common service data model but in now it's in your terms it's your application it's your capability so you're expressing this and i didn't even pick this before we did the workshop i just got on the call and said hey what's a real popular application and we start there and then why did you buy that app well we needed to manage eligibility that's the conversation we have in the workshop do you are you running that in one data center you're running that in two data centers oh we just have one data center for it today okay well let's put that down there if it's two i copy this and put it in another one okay in order to build this template uh what you can do is you can log on to our central instance and that central instance has designer on there right so this is a product a third-party product and we're using that third-party product to go ahead and build out that instance let's pull that up for you real quick so if once you're logged on to the digital service workgroup instance if i go to all and i go to in inside all you can if you don't have it in your favorite already you can search for designer and what designer does it'll pull it up in a different tab and it'll let you do that vizio type of design with the people okay so so i have this vizio pane now i could drag and drop servicenow stuff onto it if i wanted to but what i did is for our work group i built a template that you can use so if you're in this instance you can go into this folder and you can say let's go ahead into the cstm workshop that we're doing today and what we're going to do is we're going to use this this template now with the template i give you some background colors and what you can do is you can say i want to go ahead and clone this template so i can clone it from these little three dots up here and then what that clone will let you do is go ahead and and work on that template so that you can create your own objects in there right so it's a bunch of empty objects with the csdm and then what you could do what you're able to do is drag and drop those templates too so that you can go ahead and i'll show you real quick in designer here so that you can go ahead and create the relationships so what you're doing is you're painting a picture but what you're able to do later is actually import that picture from designer you can import that into the cmdb okay so i don't have a lot of time today but like i said if you want to do this yourself you'll be able to do it on this instance and if you want to call in the your architect or your solution consultant uh they can both help you walk through this workshop too maybe even do one for you know why we're not loading today i just upgraded this before we got on to uh 5.4 so i might have to do something after the upgrade but what i'll do is i'll show you the um the part so once we get this and then and then in designer what you can do is you can go import and then once you import it what you can do is you can say okay now i'm taking it from the diagram and i'm going to put it inside of the database right so what we did is i went off of that diagram i created in inspi and i said commit and i committed all those objects and what it did is it built the heat assistance offering uh the term and edgeability offering it built all these things in my cmdb so i was able to go on that and look at the model but it also built all the relationships so these are relationships that all of our products work off of so if you look at an application service the application service can go on to the application service is required right so it's these offerings depend on that application service running so there's a depends dependency here and so all of those would you'd be able to demo that right from that instance by pulling up that either the application or the service offering itself let's see if i have time to do that but uh the next piece we we want to go here is once we build the service so we built it on a picture we imported it into the database we showed this data model that can be used for troubleshooting the next thing we want to do is show what it looks like inside of digital portfolio so if you go on our digital portfolio on our instance and you go under state local services you'll see nd eligibility up here so this is what i just built so now this is the final piece that not only shows the troubleshooting tree that we looked at before but now you can go ahead and represent that service and have all of the the metrics the key performance indicators for that service individually but not only individually it bubbles up to the whole portfolio so i can look at supporting services and and there's this accountability that we establish here using the common service data model because now it's going to say people there's somebody responsible for supporting services and all the services in it there's somebody directly responsible for nd eligibility which may or may not be the same group of people or the the same leader and then there's somebody responsible for all the digital services that we're creating for organization so up here they those metrics bubble all the way up just because you built the model you took the time to build the model so you get all this measurement and all this information about these services to this solution owner we call them at the people that said in the beginning why do i need eligibility so that's that's the workshop right is giving people visibility to those three perspectives the design perspective basically the the operational perspective and then the offering perspective where you can actually see the people that are using it how whether they like it or not right and all that those three perspectives are what that cstm design really does for you any questions on that so far on the template after uh jason last week jason talked about leap and this is one of the offerings we went into and i said okay that offering in leap it'd be really cool if we can we can say let's go ahead and get the solution consultants to use it and then i said why don't we just give it right to the customers like there's some of you on the phone today some of you on our conference that i know can do this today you're already talking at these levels it's just a structured way to have the conversation uh some of them may be really detailed because people already know about cstm some of them might be just that intro now the important piece is not to stop here right we don't want to we want to keep the conversation going now that we have these models and we know the models are used by operations the models are used by the business the solution owners and the models are also used by the architects the designers of the service of the capabilities so how do we keep the conversation going i have a couple areas i just jotted these down and these are actually when we did our workshop a year and a half ago these are a lot of the things that flushed out what's the value that we get from doing this uh one the obvious one is mean time to recovery like if you could pull that up and you could say okay here's the the nd design service or the nd eligibility service and then here's all the servers and and network gear everything attached to it right the model guides the recovery efforts when something goes wrong with the underlying server right so you can really click on it and come in from the service that people complained about and then it shows you everything underneath you can ins you can assess the change impact because we're going to change we're going to patch this application down here well who's dependent on that application we'll have four different service offerings that are dependent on that so i have to make sure that i know that we're going to be in a change window for that service security and access can be all the security pieces including the risk mitigation could be standardized and so these are all the technical benefits that can help you basically conversation starters right because you can go into detail on any one of these now the other part is really the business value right so the big business value here is in that domain where i said this is i'm giving you what you asked for i'm giving you what you need i'm giving you that capability that's where you establish all your service level agreements that's where your contractual piece goes that's where you support somebody else earlier that's where we want to see the financial modeling i don't want to financial model a bunch of servers tell you how much servers cost to maintain what i want a financial model is the services that we're delivering to the business and then show the value on those and that's where a lot of people um want to get to so that financial model piece is really important data-driven decision making right because you have indicators on these we're measuring something and a big complaint i get here when i go to a lot of customers is everybody's measuring something and that's a big part of the problem there's no standard way to measure the value of a service because everybody has their own metrics and if you have 10 different analytic tools and reports and people doing pivot tables and spreadsheets there's nothing that really gives you a basis for how is it doing what's the core of that doing and then you can add the other stuff on you know your special metrics but there should be things that we could baseline the service on so this is really where you even pick up on the service what are your candidates for automation where am i applying ai and different things like that to do my transformation you need a baseline for that you're just kind of going at it with you know with no guiding light right so all of that comes from starting with that basic model and supporting bringing all those people together right so that everybody is really working on delivering that service that core service that we need to give back to the business right so we want to wrap up here too and what i usually do in the workshop is i get people just to give me notes like what did you think about the models um you know we did an example did that make sense to you is there things you'd like to see like last week we're on call and they really were big on microservices right how does a micro service attached to that and so all of these things about what caught your eye in those follow-on conversations and then that's kind of the wrap-up of the workshop i usually get through these in 90 minutes so if you want to try to target 90 minutes for the first one that's all you could basically do is you have to stick to the basics for 90 minutes and you can get through it but it's a really good conversation a really good way to get people's head spinning around you know why are we doing this and it's not just to fix problems faster like a lot of people think right up time for a few questions and i want to switch over anybody have questions i have a question for you john if you don't mind sure um so uh we're we're faced pretty much with the challenge that you just described we do have what we call service framework model and within that we have domains financial innovation operational risk and so on so forth so some of those kpis are are similar across the organization but when it comes to operational there's definitely a big variety um sort of creating two different dashboards where people have well here's your set of kpi that is consistent across every across the enterprise you see the information here versus okay now we have to create a whole other set of dashboards for you for your other set of kpis is there a thought that you know there's something maybe a little bit more modular modular or a mechanism by which we can import the we don't need to try to calculate every single kpi but at very minimum try to showcase the output the final numbers of some of the objectives or the kpis that some of these teams are trying to derive that are more service specific so have you looked at dpm yet um we're on our journey to implement the apm including technology portfolio management okay this this dpm is something that you have already you just have to get it from the store and that's that's really the big goal around bpm so what you're able to do is you're able to say i have this core set of metrics for my entire portfolio and what it does it'll it'll every time you put a new service in it'll just bubble those metrics up or what you can do is i can go down to an individual service and edit like nd eligibility and i'd be able to i'm trying to click on a powerpoint but i'd be able to go to that service and put a specific kpi on it that i could see here or i'd be able to go up to the folder and put a specific kpi here that would bubble down to the offerings so what it's meant to do is real is exactly what you said is you can very specific or very you know for the whole portfolio me you mean the actual just the kpi number so let's say they have um something that they measure completely outside of servicenow the data is not even in service now i can't calculate it using data and service now so just the number itself is something that we can just input yeah you'd have to put that into a pa metric in order to see it up here um i don't think we can put just a number in here yet so we'd have to get it into a servicenow metric in order to visualize it yeah i'm just thinking like long term um sorry i thought you were talking about tpm as opposed to dpm so digital portfolio management we haven't played around with yet but it would be um definitely on our roadmap because we've developed capabilities outside of servicenow to try to bring these dashboards to life so now that we're thinking about well how do we move this over we have the same problem 50 of information is coming from servicenow but 50 of kpis are calculated you know by these teams that are very unique to their own areas and i don't want to add that much customization but i do want to be able to just show them their final scores yeah yeah i think if you're going to be using a lot of the metrics in service now we can do those mash-ups in here but you'd have to get it into that pa metric in order to make that work so once you do it once it's probably pretty easy to import any metric into there we're doing that in our cio dashboards as well we just released that on the store and the cio dashboards it's probably about 50 custom metric data that either gets from other systems or it's just you know hard coded in yeah very interested in that one okay any other questions all right i'm going to end the poll here i'm going to go um okay we got both questions filled out so if you can just finish the poll so that we we can see where the interest lies that'll give us a good idea and what i want to do is like i said i'm going to send you this deck so you'll have the template and you'll have that other piece so that you can have these conversations but i wouldn't just use the last few minutes just to go over over that piece john i have a question sure so on the business side you mentioned about how to optimize the resource allocation in service now where do we get the data to start looking how the resources are being allocated and where they spend their time as you mentioned on this slide the resource allocation in the dpm slide yeah you have the business side and you have the technical slide oh okay so the resource allocation a lot of times that's going to bubble up from the cost model or you can just bubble that up as a metric that comes out of our spm offering okay okay and that there's actually a resource management capability underneath spm and uh basically what you're doing you're welcome basically there is uh there's there's cost plans and then there's resource plans in project planning but you can also do operational resource planning as well with that capability i say thank you you're welcome okay so with this new forum change we're gonna look at a little bit of a different structure and um what we need is some people to support this part um so what we will do and um i i talked to charles and jason and rachel about this too and and uh it's actually rod's idea so i i really like the fact that we try to divide it up and it doesn't have to be 20 20 20 but we want to try to get it pretty close if you still need a whole hour for the meeting like dan for example if you came in and we tore apart your problem next week um we would have this real world scenario is hey this is what we're struggling with connecting models to catalog items the forum business will just be like we did today we'll talk about any changes or what's going on in the community and then we'll do an end result like this this is back to forum business because we need new content and then what we'll do on the servicenow side is if we have that scenario we'll try to do something complementary it may be related it may not be if we have something specific that we think is top of mind that a lot of customers will bring that to the to the meeting but what we really need is people here so we want to try to get this teed up a little bit and i'm going to put a list on on the next meetings but um i know rachel you had something for next meeting i don't know if you're ready here but as you guys get together and especially if it's a team like one service now person's going to chat and then one customer is going to chat that's what we really want to get so if anybody has any ideas that they want to really go ahead and put up in this uh this committee kind of like dan talked about today please send them my way and uh or now you have jason and rachel and charles as well that you can reach out to in in your own regions so please get us all the ideas you can so that we make sure we get the right content on here i have some good ideas today that will set something up for next time based on the polls but we really anybody have any ideas john are we still uh bi-weekly on this we are yeah okay yeah with vacations on in our group it's probably best if we're not next okay so tomorrow dan we're gonna kick you guys off all right any anybody else have any thing that's like top of mind that they think would be a good format here for you know to get help from the forum okay we'll start structuring things i'll start putting ideas on here when we come to the end but we'll use the last five minutes just to capture that information all right any other questions i can answer for anybody i haven't been following the chat that well so if you put something in chat now's a good time to chime in john um in the csd workshop document there are two approaches that are suggested one is the application centric and the service and trick uh how to decide which approach is the right for the you know the environment the current environment uh so whether you're you mean in inside a dpm is that what you're referring to not inside the dpm in the csdm uh framework um there was a process workshop or a you know where it suggested there are two approaches we can match towards csd one is the application service focus and is the service focused so just want to understand how to trade you know how to decide which is the best approach on what all the different parameters on which we we decide on that approach so do you have the uh the cstm white paper yes i do yeah yeah in that they suggest two different ways and that they give some the crawl walk run fly approaches from both sides of that they used to just say start with your business apps because that's an easy thing to get because you have a list of pos somewhere uh but now there's kind of two frames of thought like top down coming from the services and then and then the business app one which was originally suggested but there was a change in the uh cstn paper i think in cscm 3.0 where they offered different reasons for both approaches in there is there any hybrid approach where it stands both because uh when we look at uh from a business point of view they say that okay let's starts with the service focus and but when we look at from a technology focus they say hey we need a quick value realization in the change and the instant outage uh resolution so let's look at the application focus so is there any intermediate path where we can start with the hybrid approach oh definitely that that's mostly what we see we'll see people coming at it from both sides depending on the familiarity of the people that you're interacting with so and then there's kind of the string across the river approach let's just build one right from end to end and start with that instead of saying let's do all our apps and then all our services so most of the time we do see a handful of approaches happening at the same time yeah and i would just add that they sometimes they a lot of times they'll meet in the middle so the application folks will define apps service books will define services and they do me in the in the middle with application services no uh no pun intended what is that guy now man jeez you think he wrote it all right i got to jump off for another call so thank you everybody for your time today i appreciate it and and do get me those things over if you want to be featured in one of these and bring your problem up to everybody let's definitely talk about it thank you thank you much appreciated