[Music] hello hello hello everyone good morning good afternoon and good evening my name is victor predes colonia i'm part of our itam business unit and today we're really excited to put on another one of our live events focused primarily on sam activation looking at plugins store apps the normalization and content service before we jump in just a few quick announcements the first and foremost is some of the information is privileged and confidential so just bear that in mind as we as we navigate through that discussion as well as some of the responses or information on the slides you see uh and and answers to questions that we give out in the q a forum may be forward-looking so again bear that in mind but other than that you know these are the only announcements i have before we do get started a big welcome to you all uh we have a lot of folks coming and joining us from different places around around the world uh primarily in the us today um and what we're doing today is looking at sam activation and it's our commitment to you to put on these live events so that you can get more value out of your implementation with software asset management so when we talk about plugins store apps normalization and the content service bear in mind that we're doing this to help you move forward in your customer journey and to the to do that we bring on uh other speakers for for these events i'm going to introduce myself again my name is victor paredes i'm part of our itam outbound business unit and joining me today is patrick lowndes who's the director of our itam outbound product management team thanks for joining us patrick appreciate you being here with us today also joining us is akash mehta he is part of our itam product management team he oversees a lot of the product features uh that are native to our sam application and he's going to be speaking with us today about the servicenow landscape as well as content service and the normalization so there's three areas akash that i wanted to have a conversation with you on today the first is what is the servicenow landscape you know customers buy the product uh they start getting involved with the product and they start having a lot of questions and they ask themselves kind of where am i uh how do i get information and i want to explore that with you a little bit and i also want to explore for some of our newer customers you know how do you turn on sam how do you activate and get the most out of your initial activation so that you have everything you need out of the box so that you can start getting value quickly and then finally i want to jump into software normalization and the content service there's a lot of frequently asked questions so hopefully we can hit those um today with with everybody on the call and for the folks out there the audience we do want to have you guys engaged so please so please ask your questions use the chat forum um as well as the q a form and stay focused on the topics that we're talking about we're going to have two divider points where we're going to talk about segment one and then segment two and at the end if there's more time we can kind of bring all that together and address any of your other questions so without further ado let's jump into it uh the first segment here is the servicenow landscape or what i like to call the servicenow landscape and akash i'll start with you uh you know when customers get the product they do have a lot of questions and and i like to point to different areas in servicenow to get that information so could you kind of walk us through how a customer might navigate that landscape where to get certain uh specific pieces of information how to kind of help themselves be more self-sufficient in some areas sure uh thanks victor thanks for having me on uh and thank you everybody for attending so um so really we're dividing this into into three different uh categories the the now learning uh product information then i the community itself the itam community within the uh servicenow uh community uh now learning you know it's a lot of different um uh uh training sessions on demand or uh live uh live training sessions with with a instructor-led type of training sessions there some of them are free some of them are for for uh are by training credits or or paid for uh training but it's gonna help you not just they're not just certification trainings there's gonna be uh trainings uh that might have uh smaller topics um that you can focus on uh you know let's say software normalization or something like that within the training session itself so um it's going to give you an opportunity to kind of learn the product and not just software asset management but the now platform as a whole there's a lot of different uh offerings out there and then with the product information so here we're talking about the uh the doc site so uh within there you're gonna you know we've got information about uh basically the capabilities the features how they're set up a little bit of the step by step of uh how to navigate to it um what's included within that feature uh you know what kind of details can you get out of it you know uh like we'll see when i do the demo you know uh we'll see things like you know the plugins that are involved or you know with the software normalization what um what tables and fields are are involved in there so you can get a little more detailed technical information around that um the product itself and then the itam community so this is your way of engaging engaging other customers engaging other you know consultants servicenow folks as well you know the product team's in there a lot but it's a place to be able to ask your questions uh search other questions that have been asked before see what those responses were also um we've got blogs out there we've got videos out there uh and then linked to um you know kb articles and and so on so forth so i can i can kind of go through each one of those and and show those uh from um a screen perspective yeah yeah that'd be great so if i were to summarize it just from what i heard the now learning is your educational platform the product information is your technical kind of product information and how the how-to manuals in some cases or definitions and things of that sort and the community is where you engage so you have three different areas where you can get not only get information but but also learn learn from the products so that'd be great to go through those let's do that yeah so i'm gonna grab this so i think uh which one are we sharing here let me stop sharing try this one more time just make sure i got the right one okay so uh you can see the now learning page victor i do i do see it yeah awesome so uh this is the you know i'm logged in as myself so this is the the initial now learning uh website um you'll see you know as you scroll through as you take classes it'll have you go through like a quick you know what are you interested in type of uh selection process and then based off of those interests it'll start showing you uh different items that you can take different uh classes you can take and some of them like i said some of them are are on demand some restricted led uh paid uh versus free and so on so forth and then you can also search for uh certain classes or or uh topics so let's just go and search for software asset management and then within software asset management what are you know what kind of classes are available um not just the you know certification classes but we do have a fundamentals course out here uh which we'll see here in just a second yeah that fundamentals course is the one that we we always recommend our customers to do out of the gate right you buy the product yep yep absolutely you're absolutely right and so we do have you know an instructor-led one you know for those that uh like to have a little more of that one-on-one time and then it you know the on-demand course for those that you know need a little bit of that flexibility um we have that as well but then you know like we'll go through here there are some courses that are you know uh geared towards smaller um quicker uh courses that are more focused so this integration with sccm for reclamation and distribution we've got one in here for software normalization something that we'll be touching on uh today as well so you know it's not just uh larger courses it's you know even more focused ones uh as well yeah that's great so the fundamentals course is going to give you an overview of everything that is sam and then these other courses that you just highlighted these are kind of the supplemental courses that go into a deeper depth into uh those those topics awesome yeah and as you can see as we have newer releases and newer features a lot of those courses then will get added uh over time as well so like we have the workspace one out here to kind of give you that overview perfect well great i see a couple questions coming in we'll we'll should we address those now patrick anything that you see that's uh pressing on this subject here um we'll get to uh i think um we'll get to it here in just a second when we get to the q a so yeah awesome okay go ahead akash yeah so the next part of that landscape is the the product documentation and as i said this is going to be a little more uh detailed information so uh and more technical in nature um but let's say we go looking uh at uh prod uh software normalization i could spell and think and talk at the same time um so you know if we drill down into one of these uh and we're gonna be able to kind of see like with this one's uh tied in with uh discovery uh as well as the normalization uh process and so it just goes through and just kind of explains a little bit of that detail we're talking a little more as far as um if we wanted to get a little more uh technical in nature uh i think they've got uh some different rules and you know what are the the normalization suggestion forms what fields are on there and so on and so forth so it'll give you a little more detail about the overall uh concept around you know in this case software asset management uh and then some more details around you know what that functionality is uh and what's behind the a little bit of the what's behind the scenes of that functionality awesome um and then finally on the community site so this is when we're talking about engagement right this is where you can go and you can engage other customers you can um you know uh put questions out there uh for uh and see what other customers have done uh you know and and you know that are similar to to your implementation or what you're trying to implement maybe we want to go look at uh those kind of things if you're a developer you know our developer site is also uh very important where you can come out and there's a lot more technical uh discussions out there a lot more technical references out there as well so here let's just again uh we're talking about normalization so let's just uh stick with that and then see what comes up so we should be getting some some questions that have been asked and answered through this this process here and you can see the the green check boxes those are you know correct answers or or accepted answers um as well as you know some you know in this case like our internal i.t operations management team had put out a series around software normalization and the reconciliation process uh if we go to this knowledge and documentation one of the things that it will pull up um and while this is going it's actually uh going to be this particular documentation document that it pulls up but it's a kb article um that in this case does a deep dive into that software normalization and talks through the entire process and so on and so forth so again just different places to try and find some of that some of that information um around uh around the topic that you're you're looking for well that's great i mean i think the fact that there's blogs out there and there's questions i mean oftentimes when i go through that i see the same question over and over again it's nice to see that there's a central location to find answers to those questions and then the added effect is there's a knowledge and documentation portal right next to that accessible so you can actually get some more information deep dive into into that yep absolutely absolutely well awesome all right so those are the three the three areas in our servicenow landscape where folks can get information i think now is a good time to jump into our next segment where we're now looking at plugins and the store app so you've got the product you've purchased it you you're starting to educate yourself and find more information on what is what now how do you actually activate um sam right so what is the difference between plugins and store apps and we hear that kind of interchangeably but there might be uh you know clarification that's needed there yeah so uh plugins are you know that was the original way of uh enabling uh features and functionality uh within your instance a lot of times these were just native within instance and you and your admins could go into the plug-in table and enable those those plugins in a demo instance they may have also loaded some demo data to kind of get you started and get you an idea of what that uh the overall functionality looks like um so that that's the plug-in side now um for certain plugins you do have to create high tickets um so like for the first one we're looking at that the master plug-in for software asset management you do have to create a high ticket to have that enabled so once you know um everything is is done on the on the licensing side and on the um you know the instance you've got you've gotten the instance and so on and so forth then you'll go want to go ahead and create a high ticket to get that uh the master plugin enabled so there are some plugins that do require a high ticket on the store app side so this is a kind of a newer way that we're releasing functionality releasing capabilities and features is through the store app the servicenow store um uh website so uh with that it allows us to um roll out features and updates um to particular uh capabilities that may uh that maybe it will we'd be able to do that on a more frequent basis right so uh family releases are twice a year our store apps we have uh we have a quarterly release so it allows us to get some things out there that may not necessarily be family uh release based um it could be you know it could cover multiple uh releases but at the same time it gives us the ability to develop and get something out to the to our customers uh a little quicker so um so that's kind of the difference between the two uh as far as uh sequencing of these you know we kind of have these sequence uh right here you know and it kind of makes sense overall you want that master plug-in um to to be enabled first for the full software asset management uh capability and then along with that uh get the the workspace our new workspace um uh plugin enabled uh and then we've got one down here for procurement so um just to for clarification you know the this procurement plug-in is um our base itsm procurement plug-in and that includes things like the purchase order table purchase order lines table uh receiving capabilities sourcing capabilities through uh from a request so it's got a lot of the out-of-box functionality that we use in you know base itsm asset uh software asset management and the hardware asset management uh modules there is a new uh procurement service uh what it's procurement service management or procurement management uh module out there and this is i just wanted to clarify this is not that particular uh plug-in that is that is a different uh functionality and i noticed i noticed akash that you have core on one side and advanced can you kind of tell us a little bit about that why are these grouped in that in that way yeah so uh with the with the core plugins and course store apps um you're really looking at you're getting majority of your your your base software asset management capabilities through these core plugins and you're really able to get um you know uh get started on your overall implementation uh with the with those core plugins and then this uh the core store apps right so like within the store app we're looking at uh the sas license management integration so that's going to be all of our out of box uh license connections or our sas connections that we have um those would be a part of that as well as the metric for the sas the user subscription subscription license metrics service graph is in here for that we're looking at like sccm or jam and again that's going to be you know bringing in software installation data uh some of your cmdb data uh in regards to you know end user compute and things like that so again it's it's some of that core functionality core capabilities that we need to get started with software asset management on the advanced side you'll see here like software spend detection uh license change projections so and and then when you're looking at the store apps like the sap ab program the glass um the oracle glass um program uh which requires discovery those are definitely you know more advanced capabilities advanced features not to say you couldn't have that you know when you're starting out but typically for most of our customers these are things that they're going to start tackling once they get a good understanding and good foundation uh within their sam program uh utilizing software asset management uh profession or enterprise awesome depending on what you bought yeah yeah great i mean we talk about we we talk a lot about crawl walk and run that's something some of the terms that we have with customers i can really see the core plug-ins and the store apps really helping customers with the crawl and walk phase if you will the the very heart of sam things that are around compliance things that are around optimization i mean you could easily accomplish a lot of that with the core plug-ins and as you mature in your journey getting to advanced plug-ins getting plug-ins that can cross-pollinate with different applications uh you know things like uh vulnerability response if you will there's plug-ins between sam and vulnerability response so those things can be addressed as you mature in your in your journey absolutely absolutely awesome that was great so i think now is a good time to just kind of pause and see if there's any questions let's see what's out there what what are you seeing patrick yeah that's great um i think uh there's a couple questions would be worth kind of mentioning at a high level um some of them if they're very specific questions we're going to have to take them offline i know some of you are going to get responses here if it's if it's in the leads with that but i think um one of the helpful questions on the servicenow landscape i'd like to just answer live is um the one from uh brian and the question was would you consider the now create and the customer success portals as part of the product information so what i said is that now create is really for more for implementers and developers i'm trying to follow best practices on the platform so again very helpful yes it's part of product uh that product information section um but it's also going to be quite a bit more general the same is true there with the customer success portal so that portal um is really designed to give you that 30 000 foot view of uh what would a great success strategy look like but it's not going to give you the the more detailed answers that you need to be able to learn on specific topics or get answers to you know niche questions within our product that's not the place not designed to be the place to handle that deeper level question so again they're both really great for really high level things they're not very helpful when you're trying to use the product and get it working and get it going so we we really focused our session today on those three places where you are able to both get the product working learn about how it works and then also tactically get some responses from the community awesome um and then yeah the other question just just worth mentioning just before we move on here and you can kind of keep putting questions in there in the chat um but yeah there are questions a great question from james uh about uh about you know basically versions it's important to know that the plugins the plugins are tied to family releases so when you're doing your upgrade you know between different families you're going to update the latest version of those plug-ins in that family you know release upgrade because that's kind of part of your normal upgrade process with store apps um when those those come out again about quarterly and so it's good to note just keep your eyes on release notes when those come out uh those those uh store apps um often are applicable across multiple releases family releases so you for example you still might be two releases back on the family but we'll put out a brand new store app that has new sas integrations for example that brand new store app you can download that and update the features and and that will um and that will work even if you're two or even three releases back uh on the family so it's important to know the difference there the benefit of the store is it can be used there the details are going to be on each particular app so it's a little bit too complicated to put in one document but i thought it was worth mentioning yeah that's great thanks patrick i appreciate that great great ready to go to the next section here i think so yeah let's move along let's go to the next one which is the software normalization and content service we talk a lot about that a lot of customers here hear about that so let's let's jump into that and i think the first question i'll ask here akash is why is software normalization so important especially in sam yeah so i mean if you if you think about you know the the different data repositories you know uh discovery sources that we get information from that's being brought into the cmdb um you know the way that we identify publishers or the way that we identify a particular title the versioning um you know all of that information if we had to go and try and sift through the number of ways that you know you know a company like microsoft is listed within these different repositories it would it would be very difficult for us to be able to do good reporting and then you know eventually reconciliation against that data and so the the normalization process gives us the opportunity to take that data and then through our normalization rules normalize it to uh publishers titles versions that can then be reported on easily and then also be um reconciled uh against your your software models and your um uh and your software entitlements uh when it gets to the the reconciliation side so um really it's to it's to clean that data uh so you can so it can be more usable uh from a uh more reporting side we do keep all of the raw data so we don't update you know the original data that that comes in so we still have access to that for other applications within the uh within the platform other reporting needs that you may have outside of software asset management but we do for the on the software side do normalize that so we can digest it and report on it easily nice now this slide here is an interesting one right so this one what we're talking to here is the feedback loop between you know the customer and our content service and how all of this is actually constantly working and it's live so can you highlight that a little bit and tell us more yeah so um so normalization is the normalization engine is the process of cleaning that data but that normalization engine uses our content data so the the data that is put together by our research teams uh that content data is is what it it basically is uh checking against to help with that normalization process so the content information is downloaded to your to your servicenow instance um we do update that through a scheduled job on a weekly basis um and then as part of if you've opted into our content service so even if you don't opt in to the con you'll still get the content data but if you opt into the content service we're able to then take some of that data that you have manually normalized or that didn't get normalized at all or you created custom part numbers or custom you know products we're able to take that information back into servicenow feed that into the our research team and they're able to take that data and start you know researching and cleaning it up and and getting it normalized and get it into our content now the data that comes back obviously that is all um anonymous data we don't take any information from the instance itself of where we got it we don't store any of that stuff but uh it does help us um get that data cleaned up and then eventually into the content library for us to feedback to our uh to you as a customer and then to our other customers as well um if you do have with uh enterprise uh sam enterprise um if you do have machine learning normalization some of that feedback loop that it takes some of that is reduced because of the machine machine learning normalization process that will take some of that uh unrecognized data and feed it through our uh machine learning capabilities and servicenow and then uh bring that and normalize that within your instance itself nice yeah and i guess the other thing i call out is on on average this is not always but on average kind of out of the box um you should expect to see somewhere around 85 normalization that may vary depending on the type of content you're looking at normalizing i mean you may be in a specific industry where it's a very niche type of software or a niche type of content that's required it may not be in the content service um but that's not to say that it won't be in the near future and for the majority of folks that are using the microsoft's the oracles the ibms the vmwares of the world a lot of that is already in the content so that's where you're going to hit those 85 percent um normalization rates out of the box and if you opt in to the servicenow uh content service that that just that just increases right i mean that just allows you to bring in more data get that further normalized so that your your specific instance can kind of reach that 95 98 percent uh normalization rate absolutely and we do have we do have features in so like let's say you create a custom part number but you don't want that you know overall you want to be opted in but you don't want to feed that particular part number back or feed that particular product back because it's it's a homegrown software we do have the ability individually to opt out and not feed it back to us specific specific um specific products okay while still benefiting from giving and receiving everything else in between exactly right exactly awesome uh the content service has come a long way uh from when when we did start um maybe patrick you want to show show these these are some impressive numbers yeah well well just when you started out you know building a this product in 2017 for the first you know i think q4 and then 2018 in those early days obviously content was not very rich we did start with some different sources that we had collected um and we continued to add sources as you can see but in addition to you know adding sources we've also been able to um you know see a lot of feedback with from our fast growing customer base some of you know we are we are the fastest growing business unit servicenow at this time and it's because we've seen tons of customers jump in on this product and you can see customers as they share their data and help us grow together it's like we're you know working together to build out this library really fast and so in the short period of time you see some pretty big jumps um and not only software asset management with ppn count you know closing in on two million unique ppn but hardware models as well also close to two million that puts us right around four million software and hardware models the thing i also call it is a life cycle data a lot of customers are interested in this and for a while you notice we held off on investing in you know life cycle data and it actually wasn't because we couldn't um even didn't want to invest more we actually ran out of publicly available data and we asked our customers hey you know we could uh calculate lifecycle data it's obviously not real data it's just a guess but we know it's not reliable um you know completely and so customers told us well we really do want that data even if it's calculated just tell us that it's calculated that's better than nothing at all and so we took that advice to heart you know from our product advisory council and you can see a pretty big jump from 21 to 22 in in life cycle data so massive growth across all aspects of our content and again participating in the content library you benefit from from from this and also sharing data that other customers might not have but that you have in your environment helps to build this up and benefit the whole ecosystem so that's just that's a little you know note on the massive investments and the growth in this library yeah that's great thanks for sharing patrick uh akash let's jump back to the normalization process and maybe you can walk us through an example or just explain how how is data coming in being normalized yeah so uh and this is specific to to software installations but you know as we get that from you know the multiple possibly multiple data sources you know if you've got discovery if you've got um sccm jamf possibly uh the agent client collector with uh with discovery you know those software installation records they they're getting created constantly right and so uh from there we'll take that discovery uh or that discovered software installation record and the system will either create a new discovery model or it'll link to an existing discovery model right so we'll we'll either associate or go ahead and create one that is what that discovery model is actually what's getting normalized so uh when we're talking about the normalization engine it's going against the data that's associated to the discovery model so then at that point we're going to go ahead and normalize the publisher the product version if we have edition we'll go ahead and get the edition in there uh and then uh any you know language information that we could find any um whether it's a windows device or or whatever like we'll try and apply that as well uh during that normalization process and all of that is part of uh kind of gets tied into our discovery map as well so uh the information that's on the discovery map that's on your software model helps identify and and query uh the discovery models table when it's read when you're ready to reconcile or you want to see what discovery models would match up against that software model so that's great so that the discovery maps then which brings in all that information or gets normalized to those maps is what links is the linkage to the software model that contains all the the product details and attributes and i believe if i'm not mistaken the software model also has associated with it the entitlement so that's that's what's what's pulling together the um the linkage between your reconciliation right from entitlements to your to your discovery that's right uh so you know when you're looking at a software model um you know there's a a link down there that says you know uh show discovery models that's what it's it's tying back to and then that's what the query uh in reconciliation is utilizing to try and find the appropriate installations to to associate to that um entitlement awesome now now you know that's great that the normalization is happening but what what happens in the event that you cannot find content or something isn't normalized um or you do have content and perhaps it's uh it's it's not accurate or you don't think it's accurate is there a mechanism by which you can you can interact with the content service yeah as part of our uh and uh should probably check this before but uh yeah i got logged out give me one second and i will sure i will log myself back in i did this again um uh sorry about that but we do have a new uh software library portal a content library portal uh that that we are that we've released as part of san diego and so with that i'm just getting to um with that process uh it gives us the opportunity to kind of look up that information uh inside of inside of the servicenow environment so so it's within product it's within within product yeah so previously uh i mean there's there's so many with uh when you're looking at content there's so much data that is um and tables and and fields and so on and so forth that's out there that is all a part of that overall content that when uh when we were you know previous to this lookup portal uh when customers had to go and try and find that it was very difficult to kind of piece everything together a lot of times you had to ask your admins to kind of help you uh find that data uh in the in the content library so with this uh this gives us the ability to go and search uh certain content uh to search uh by you know whether it's a model a part number you know the the publisher part number by a product name or something like that so you know just real quick if i if i was to search something you know like this uh 5127. um it would actually it looks through not just you know the the publisher part number of 5127 but it'll look through you know who kind of does a contained search there he tries to find everything else that is associated to it um so this in this case will get me down to this mind manager pro and then if i drill down into it i'll be able to see additional information this is all from our content you know so this is the product publisher information what are the other software versions that are associated to this product so these are all the different d maps that the discovery maps that we're talking about if we have life cycle data we'll see that life cycle data in here as well and then for mind manager what are the other publisher part numbers so if if i was looking for just let's say mind manager as a product and i didn't know my publisher part number i could come in here and try and find it that way as well the other possibility and the other item that we uh not always do we know what we're looking for right uh and you know this is basically just um uh searching you know for key keywords and things like that but our customers are very adept they've been using servicenow for a while you know some of them for a while now uh so you know some of them just want to be able to get into the table itself and do their own kind of uh searching so that they're they're familiar with um just like uh they were doing in the native in the just the regular client right so on the workspace the ability to filter out or show matching uh some of this data and then we do have a advanced filtering capability as well over here so this just lets them get into that particular table and and let them go search uh the way that they want to search uh by doing different filters uh and so on and so forth so so that's really the and and this is both for you know if you if you own uh software asset management pro or enterprise you're going to see the products and publisher part numbers and then if you own hardware asset management you'll also see the hardware side of the the house as well yeah so i mean i see i see a lot of value in this with respect to hey i don't know the publisher part number or i'm making i'm creating entitlements i need information i need to find if we even have this product in content i can use this to supplement that research that i need to do so this is a helpful tool in that regard i can see a lot of customers using it with that respect absolutely and you know this is definitely what we would suggest you know uh if if you're not finding certain publisher part numbers uh if you know you've got to create those entitlements you know even you know obviously we we recommend creating entitlements with publisher part numbers just because it auto generates the software model and right it reduces some of that time um for the entitlement creation but at the same time if you don't have it or you can't find it or it's not there um you can definitely look things up by a software product and then generate the software model based off of those discovery maps you know and a lot of times that's going to be what you need to get uh get that entitlement started you could create a custom part number um or you can have that fed back through the content service process or you can create a high ticket uh for those publisher part numbers that aren't there or the software products uh that aren't there as well yeah and i think i think first and foremost if if you're not finding content and you can't find it in the content lookup and you don't need that content right away you can wait for it perhaps the the better method then is to raise that high ticket first right uh and let that go through its natural process while you're working on something else that is more pressing can we touch on that a little bit what is that high ticket look like and what are some leading practices related to submitting a ticket that's going to get the attention and results a lot quicker yeah so uh here within you know you're gonna create a case within uh the now support uh now support side uh site uh one of the things that you'll make sure you'll want to make sure that you're doing is on the case category uh setting that to item uh content library um which would should automatically set the assignment group um and then you know when you're feeding that information back to us as much information as you can get us as far as you know the publisher your obviously your part number the product um any version information any of that information that you can get to us that's part of your contract of how you license it is is gonna help you know kind of speed that process up typically we say the the overall turnaround time uh from the height submission to getting it into your instance is around two to three weeks obviously it depends on how many tickets we've got it also depends on how how much research is needed uh for that particular ticket and and associated to that ticket if you have a number of part numbers you know uh get them into excel makes that process easier but it also depends on how many uh how many part numbers or how many uh records they're they're looking up so yeah perhaps we could i could interject here akash with a couple of really good questions here sure um can you talk talk just a little bit about um is there a role that customers have to have to be able to submit high tickets do you know hmm i that's a good question i don't know if there's a like obviously they have to register uh with uh now support uh but i don't know if they if to submit a high ticket if there's a specific role that we'd have to probably uh come back with yeah and obviously your servicenow admin you know everybody sets up service now a little differently some are a little bit more restrictive and they like to be the gatekeeper so that that also could be a relevant question for your platform uh owner and platform admin yeah um okay another question if i well we have we've got this slide up i know we're just about to move into questions on this anyway um there's a question that i want to answer around uh expected turnaround time so let's say i'm a customer i upload you know i create a case you know i set this up for item content team um you know what is the what is the guidance that we would give for how long it takes to get data back uh well i'll just give you i'll give you some context around what actually is going on behind the scenes okay so you submit the case this comes into a queue with other customers who are also submitting cases and uh one of the things we're looking at our team is looking at is you know volume uh if you if you said hey i'm missing you know 3 000 unique products that that are custom you know to this one or two you know companies and customers um it's going to be very niche and and we likely won't be able to research especially if we start to find out that they're all custom so a bunch of custom information um that's not like a publicly available product or maybe it's an industry vertical that's really rare you're probably not going to get good you know responses like in terms of adding a lot of that data to content um as far as the the timing of that if it's a if it's a smaller ask the team will be looking at oh okay they're asking for one or two products or four or five products that's very different than asking for thousands so you just need to know if you put in a huge ask and usually customers do this kind of right off the bat for their first big one or two publishers if there's a big gap that you want to you want to try to address the best thing to do is in that after you submit the case use those work notes i wish we had a screenshot of the work notes but the work notes are a great way to communicate with support and say hey what is the current uh timeline so make sure you talk about in those work notes the question about you know uh how much of the content do we submit have you have you completed so far but also um you know if some of it's more urgent maybe break that up and do your most urgent products in one case and do some nice to have products in maybe a lower priority case so we just encourage you to kind of break up the things that are most important so it's easier for our content team to sift through and prioritize what what to focus on so those are a couple pointers there the the actual timeline um you never you probably know new content comes in once a week um and so depends on where you are in the queue of kind of doing some research if it's a handful of titles sometimes we see that turn around in in one or two weeks if it's a larger chunk sometimes that's going to be you know two three four weeks or you might get responses that say hey we're researching we can't find this and so we'll try to be transparent where we're we're lacking data or even we're questioning the results of the of the of the cert of the research as well so um it varies quite a bit but hopefully those pointers there break up the most important ones first use the work notes hopefully that's helpful okay all right and it looks like there's an issue there with that kb article so we'll see if we can't maybe get that posted up a little bit later here i don't know if we can try to find it a little bit later but thanks ken and jill for the feedback on that all right let me go back to the last section here oh as far as other questions keep them coming in i think i see um one one more question from james we'll try to hit this one and if there's any more put him in the q a but james will speak to this question or excuse me akash i'll look to you to answer james says i've also been asked occasionally for a copy of our purchase order from manufacturers to confirm the the ppn and the product you know description details uh in terms of like attaching a copy of our purchase order uh you know to confirm those ppns so i i'm sure there's ways you can answer this from integrating to you know po systems but what would you say around being able to get that ppn from those manufacturers is there any recommendations on how to get that or where to put that information so uh as far as where to put the information inside of servicenow um like uh attached to the container the purchase right yeah so like if you're so with the procurement plug-in uh if you're utilizing the procurement plug-in we have the the purchase order table um if you're if if you created a record they're not necessarily using that for your true erp type of thing but if you created a record there um i would definitely attach the you know a the purchase order from the manufacturer or the vendor uh to that particular record um as far as to confirm ppn like uh honestly like yeah i think a copy of either on that purchase order or on that entitlement um to identify you know where you can um you have a a copy of that uh that actual purchase associated to the entitlement you should be able to attach it there um as far as you know i think i see akasha a clarification here from james you know when you're trying to add content sometimes that content team is asking for documentation that shows this is an official ppn so sometimes when you're going back and forth you might attach that to the high ticket to the case um so yeah that is something that happens james and so it's helpful if you've got those kind of evidence of those products because it makes the research go a lot faster if you're if you can show verification you know that it's something you're paying for which is great another comment i'd make on that another comment i'd make there is often times when customers purchase product they're buying it through a reseller and so the part number that it that they're working with sometimes can be mistaken as the reseller part number our content service focuses on having the manufacturer's part number so if if your if your information only has the reseller part number that's likely one of the reasons why content is asking for that so they can get the real manufacturer part number yeah very cool all right final question i'll get i want to just throw out you akash here before we wrap up scott is asking what would you recommend as we're filling out that case and kind of going back to this case creation here um what kind of um you know of case type would you recommend because he says there's broken there's outage performance issues service requests would we recommend calling that a service request or how would you um yeah and and maybe this is an older view or whatever but yeah it's basically a request right it's either you know um if they call it a service request now or request from a case type test i think there was also a mention of the case category we can double check to make sure that that case category is on there if that's just a servicenow view and maybe we just grabbed the wrong um uh screenshot there and if we did we apologize um but uh the the you know the i it would just probably be a a request and then from a categorization standpoint um if there if if that field is there then i would use that itam content category great awesome awesome and i will mention uh to yar's question there we will have a session dedicated to uh managing sas licenses um because it's quite a bit different um you know because in terms of the install data and where we're getting that the uh the content from and how we're normalizing that um so we'll talk more about that on the specific source um so again that and then uh and then jesus i see that uh content lookup it's a new feature in the s in the san diego release you'll be able to get to it um and you'll see it in the release notes and we'll try to do some more documentation of that if we can um online but uh on the community just uh with just quickly just to mention it is a plug-in that content it's a so there's a plug-in for the ai search and then there's a um the content lookup is a store app itself so that should be available in the store good clarification so it's actually not a plugin it's store app is that the right way to describe it yep the content library lookup is a store app awesome okay perfect cool all right well a lot of situations here i love the activity from from the customers here here what do you think yeah no this is great i love it i mean the fact of the matter is we're putting more and more of these on so uh we invite you back to those sessions we talked a lot about different information we we explored the landscape and different places you can get this information so these are just some three three key resources that i would say if there was a take away from today that you want to get more information on i would say from a white paper user guides perspective really look at the software asset management content library and content service white paper that's going to explain a lot of what akash touched on today with some illustrative examples as well and then from a training side um go navigating through that now training two trainings i would recommend here servicenow normalization uh software normalization for sam and then discovery basics for sam those two go hand in hand and and i think each one is is about 15 minutes long so it shouldn't take too long and then as a as a good uh summary of everything that is sam uh if you go to our itam community not only do we have a lot of different links but we have one of our documents called the getting started guide and that is a compilation of everything that we discussed in one of our previous sessions when it came to how to set up for success with sam but it also calls out all the different trainings all the different resources that are helpful for you as you navigate your your customer journey right so sam is going to have many different desired outcomes and there's many different paths that you can take you might all start in the same area getting all the fundamental information but as your business has different needs you're going to be taking different journeys and so this is a great place to start so that you can start to see where you can start to uh move off from the from the the main central path and go down your own journey so great place to start and so with that said i want to thank everybody for joining us it was a pleasure to have you really appreciate the interaction the questions akash thank you for your time patrick thanks as always and to everybody we'll see you in the next one thank you bye [Music] you