joining our application portfolio management webinar today I'm Deborah McGrath senior technical product marketing manager with servicenow and I'll be hosting the webinar along with Connor Woodruff who is a senior solution consultant and strategic portfolio management and APM subject matter expert oops well we're confident that most of what we'll be discussing and showing are features that are available as of our current San Diego release Connor will also be highlighting a few upcoming new features so we've included our Safe Harbor notice that this presentation may contain forward-looking statements that reflect the current beliefs of servicenow all based on current information available actual results might differ materially and should not be relied upon in making purchasing decisions before we begin this webinar I'd also kind of an excite things I'd also like to invite you all to join us on the last Thursday of every month when we present a webinar on new strategic portfolio management capabilities or enhancements to existing applications and our next webinar will be on Thursday August 25th the topic is product management and how servicenow supports it and you'll be able to view this webinar again and access any of our other previous last Thursday's webinars on demand from SPM Forum at community.servicenow.com and I'm going to post a link in the chat session so you'll all know exactly where that is and as always we'll save a few minutes at the end for Q a so welcome Connor thanks for joining us today yeah hey everybody so today we're going to be talking about application portfolio management uh specifically what the problem statement is and how our application solves that so really what we found in the marketplace over the past 10 20 years is there's been a massive growth in technology so application portfolios have grown exponentially but there hasn't been a lot of governance around that so we've led to Three core issues one is high cost due to poor visibility every VP with the credit card is going out and purchasing applications without really being aware of what they already own as a result we get redundant applications as well as not a lot of context in terms of the infrastructure that's providing that additionally and really as a result of that we get poor business alignment so we of our application portfolio don't really know what are the critical applications and how they support our business capabilities beyond that there's not a lot of forward planning in terms of the roadmap and how you're going to continue supporting this application portfolio and then lastly and really a culmination of those two items is we're increasing risk to the business from a technology perspective we're getting all these old Legacy platforms that either aren't being managed or don't have infrastructure mapping so you don't get a clear idea of what the technology risk is so you get to a point where not only are we paying for it done in applications that aren't used or aren't necessary you don't really know the full scope of your application inventory and what the support structure is and then finally you're putting the business at risk by increasing the amount of end-to-life technology and Technical debt so the way I like to describe application portfolio management is that ultimately it's a way to identify opportunities this could be an opportunity to rationalize your application portfolio it could be reducing technical debt or maybe it's just determining you have a gap in your business capabilities in how you serve the business so what this slide runs through is really some core use cases not just within APM which is focused on the left here but even as a platform with servicenow does to enhance the application portfolio management capability so on the Strategic side as I said APM is really a way to identify opportunities firstly we have the ability to assess application health and value now if any of you are familiar with Gartner's time model so where you plot out your applications that perform the same function on a bubble chart where you're looking at technical or sorry you're looking at business value and then architectural fit and then you decide whether you tolerate tolerate eliminate migrate or invest that's really what we're supporting here and you can configure that in terms of how you want but one of the major advantages of being on the servicenow platform is in all likelihood you're running a lot of these other processes in service now so we're not just looking at an assessment you know in other systems if you don't have the cmdb there or you don't have your service management there then you're not getting a lot of good data it's really just an opinion however we tie into the other areas of the platform so for example if we're aligning to our itsm activities we could create a stability score based off the total change hours or maybe the number of incidents per user so by tying into other areas of the platform whether it's service management uh vulnerability management integrated risk management whatever else we can pull that data in as inputs in order to assess the application's health and value next on the subject of technical debt we're able to pull in data inputs from our asset management in order to determine what is the technology risk of our applications so what that means is if I have a Oracle database maybe it's uh we purchased it in 2016. that's a pretty old version in all likelihood it's past its end of life or end of extended vendor support so as a result and we tie down into our asset management into our cmdb we really get the full picture in terms of hey are these Technologies being supported and are we presenting a risk to the business now this is really powerful because now not only am I reactive but I can also be proactive and look into the future and eliminate the risk before it even comes to fruition lastly we have the ability to assess business capabilities and align applications to those so this is more of an Enterprise architecture function where we want to look at anything and everything the business is doing when we say business capability we're not just saying business facing this could be sales could be marketing however it could also be I.T security or I.T services so it's really everything your business is doing and we allow you to evaluate that against people processing technology so this really expands the scope of APM Beyond just the technology viewpoint but you may find we have a gap in the capability in that we don't have good resources for it or we don't have good process around it so that helps you eliminate red herrings where technology might actually not be the issue so at its core those are the main APM use cases in terms of identifying opportunities but for a lot of customers just having an application inventory is a huge win knowing what's out there knowing who owns it and building process around it and one of the benefits of service now is that since it's one Platform One architecture one data model all of this work you're doing in other areas of the platform like service management like the data foundation with your cmdb Discovery and service mapping all of that comes together to build a level of governance and accuracy around your application inventory so those are the core use cases that's not to say that's everything that's offered with an APM but those are just a few ways that you can identify opportunities so now I'm going to jump into the platform and show how those use cases look uh in reality so what we're looking at here is our application portfolio management home page this is a portal view that typically Enterprise Architects would interface with and you'll see we have the four key components of Enterprise architecture we have our business portfolio this is where we're going to look at our business capability map and see the health of our capabilities and how services and applications align to that we have our information portfolio this is where we can get into a data catalog and data management so for example if I have a information object of customer credit card information and that's stored in one of my applications I know that rolls up to a data domain of PCI where maybe it's health information that relative to a data domain of HIPAA so this allows me to drive some of those compliance processes and to really understand okay what's my application inventory but also what data is that consuming next we have the application portfolio this is where we'll be doing our analysis and comparing uh redundant applications to determine which we want to keep as the best in class and then lastly we have the technology portfolio where we jump into the technology portfolio management and leverage what we're doing in Asset Management in order to determine a technology risk so to begin I'm going to jump into the business portfolio here so I'm going to go to my hierarchy map and within this view you can see we have a full tree structure of our business capabilities so if I dig in here we can see our market and sell products and services we'll dig down and I can go to sub capabilities now if I click into any of these capabilities here you'll notice I have a score associated with it now that score is coming from people process and Technology additionally if you're doing strategic portfolio management we can see any projects or demands and total investment dollars aligned to our capabilities we also can see any business applications that are related to our capabilities this is a top level capability so in all likelihood we're going to be mapping to our lower levels however we're not going to make you go through and crawl through a relationship map we can also simply go to look at our indirect applications to see all of the applications related to sub capabilities so to run through a use case of how this might be valuable if we were to come in and crawl through our business capability model if we jump into manage Information Technology we can see hey managing Enterprise information we've got a pretty low score there and we have two applications that are aligned here let's click into that and see what's going on so here we can see all right we have a people score of two that's not great a process score of three and our technology is actually performing pretty well if I jump over into my business applications we see that we have servicenow APM under evaluation and then we have Informatica which is doing you know a pretty good job so this is an example of how we're broadening the scope of APM Beyond just the technology side instead we've identified a red herring we can go ahead and create a demand against this and then say hey you know what we probably need a ocm effort to get platform adoption for this manage Enterprise information capability and you'll notice throughout the demonstration today every single APM view will allow you to create a demand or a project so that makes us Beyond just a system of record but also become a system of action the final thing I'll show in this view is we're looking at more of a health and performance people process technology view however we can still tie into our asset management and determine what's the technology risk as they roll up to our capabilities so now we're getting more of a technologist view of the capability structure so that's all we'll show today for the business capabilities however now we're going to jump into the application portfolio so this is that Gartner time model type view I was mentioning before here we can see that we have all of our different application categories uh that's servicenow terminology that essentially means the function that the application is providing we could also Group by application family which would be akin to a publisher and as we scroll to the right we can see all the different types of indicators we can retrieve and speaking to the power of the platform we're looking at customer satisfaction from our services that are being provided we can tie into our total change hours we can get a total cost of ownership we can determine usage from our cmdb so you're really able to automate a lot of this information and then you can identify opportunities with APM is good at so if I scroll down here we can see that I can filter this view so maybe at a strategic level we want to improve the customer experience so as an Enterprise architect I'm going to say hey do we have any applications out there with a customer satisfaction square of less than three and when I apply that filter now we have a much more targeted list of my application categories so if I click into one of these we'll go in the it portfolio management and I'm going to go ahead and clear that filter just so we have a bigger picture of the world now you're seeing we get that model where we can say Hey by the simple fact that I'm seeing five bubbles here that's telling me we have redundancy all of these applications are doing it portfolio management uh there could be a valid reason but more likely than not I probably need to remove some of these so right now we're looking at a business value versus functional fit and really we have a z-axis 2 in the form of bubble size so if we hover over we can see hey servicenow PPM is doing pretty well we can also however get into additional indicators and we have an indicator framework that allows you to build your own scoring profile and that can be as complex as a custom script and calculation we can do performance analytics or reporting over time or it could be a simple query of your cmdb however as I look through here our chart here gave us one view of the world but maybe I want to look at usage score versus customer satisfaction and for my bubble size I want to see business value now we're seeing a very different view of the world so as an Enterprise architect I can slice and dice this information how I want to figure out what I need to do so now we're seeing hey this servicenow application has a really high customer satisfaction score but not a lot of usage that tells me that maybe we need an ocm effort we also have this Legacy portfolio management application that has low usage and low customer satisfaction to me that's a great candidate for retirement and if I click into any of these bubbles we're going to launch into our demand management so our demand management is going to allow us to really take action on these initiatives and this is going to flow into the same exact domain pipeline as any of other any of your other domains in the system so here I could say we're migrating to an application or retiring it I can go and fill in any of this additional information on demand and then ultimately kick this into my domain pipeline so the last view I'll show in the APM portal is the technology portfolio this is where we're starting to dive into our asset management so here we see a timeline view where at the top we have our business application right now you're only seeing high risk because I filtered it that way that's why you're seeing a lot of red popping out but underneath that we see okay what are our deployments to that application so we have our application Services that'd be like your Dev test prod environment Regional deployments and underneath that we see the hardware and software assets that are supporting this so here's an Oracle database server if I hover over this life cycle we're seeing that we're an end of extended support and that's pretty high risk so now we're getting a risk score associated with our overall application depending on the risk of each of the individual environments now note that this publisher life cycle is automatically pulled in from our Content Library and asset management so as you turn on different parts of the platform you're really enabling and enhancing the other processes now also in that vein we're able to see any projects or demands that are built against that application so this gives me a really good contextual view of the world where I can see hey we have really high technology risk but maybe I have a project out there to go ahead and retire this application or it could be the opposite maybe I have you know 17 projects here but I'm in really high risk maybe we ought to delay those and create a project to re-architect us and move to more modern technology standards so that's just one example of how we can be proactive and get a full picture of the world Beyond these different processes now this is more of an application focused view I could also look at a software Centric View and flip this view this model on its head so now instead of looking at my my applications I can say hey we have this Microsoft R server that's high risk I need to get all these applications off of that maybe we've decided we have a technology standard of moving to Oracle servers as a result I may want to go ahead and create a project or demand to say hey on each of these applications we need to re-architect and get off these these uh older technology models or software models so just a couple examples how we continue to identify opportunities and we're able to be a system of action not just a system of record so jumping back to the the presentation here what I was just going through was more of a APM view of the world or sorry it was more of a uh Enterprise architect view of the world now we're going to change personas a bit and jump into the application owners feel so we had a new uh feature that came out with the San Diego release it's called digital portfolio management and what we found that whether it's a service owner a product owner an application owner a lot of those personas are really doing the same sort of activities so what we found is and we've grouped these together into the idea of a solution owner we're able to pull data from all these different areas of the platform and really get kind of a full value stream picture so whether it's strategic portfolio management where we can do Road mapping idea management demand management project management or agile delivery within application portfolio management or app owners want to see the risk on their applications or the roadmap within service management we want to see our availability as well as our customer satisfaction and then that whole data Foundation is built on operations management so in a lot of previous releases your application owners didn't necessarily have a great good user interface to engage however now with digital portfolio management I almost see it as an application owner is workspace so to jump into what this might look like for example now I'm in the Persona of an application owner and we see I have a e-commerce services and applications portfolio now this portfolio is not just made a business applications it's really a combination of services and applications and if I jump into one of my applications here now I got a workspace in order to manage this across the entire value stream whether it's planning you know building ideas and demands figuring out what's next building any in-flight projects or Agile development running what's the availability of my applications in the service management or even jumping into our integrated risk management so from this view it's an application owner I can see you know some high level information here I can see any open demands ideas however I can even jump into an interactive roadmap so now we're really giving your app owners the ability to plan out to the Future and figure out you know what's coming up so this is an example of the alignment planar workspace and we have a mixture of Demands epics and projects here in the spirit of getting everything in one place we're not restricting just demands of projects we can also store our agile epics now within this view we can slice and dice this right now I'm looking at uh broken down by work item I could also say hey I want to see how these different initiatives are aligning to our strategic goals so this is just a quick example of how we can start to jump into Road mapping and really start to give back to your app owners you know the Enterprise Architects are dependent on a lot of the data inputs your app owners give in order to make those strategic decisions but now we're giving them a space where they can actually manage their work and plan out any key events or Milestones that are coming up in the future so a very quick run through of our app of our digital portfolio management here so this is the plan tab we're able to see our demands we can do a roadmap we can build a backlog however we're also starting to expose some of that technology portfolio management to our app owners in the build tab we can see in-flight projects and epics we can also see a breakdown of the statuses of those projects and overdue events in our Run tab we'll get into the number of incident problems and changes as well as a technology risk in the deployments of our application so the business application is more of a conceptual record however now we're able to drive down into our production deployments or Dev tests and see how they're doing from a service management perspective and then lastly we have the ability to tie in our GRC risk and compliance and get some data points from that as well so digital portfolio management is broader than just APM but to me this is giving your application owners a workspace where they can really Leverage The Power of the platform and understand the full value stream against their applications so with all that being said I will pass it back to you Deborah yeah you know thank you Connor for that really informative overview and demo of the Strategic and operational cases of APM and also for that special additional demo on digital portfolio management Through The Eyes of an application owner and I'm seeing this slide and I understand Connor you'll now also be able to give us a sneak peek at a few important new APM features right plan for our upcoming Tokyo release that's right Deborah awesome so what we have coming up is some enhancements to some of those views I I just showed I was showing it in San Diego so this will come in Tokyo when some of these features will come available first we have the ability to have a technology reference model another way I like to describe this is technology standards so what this allows you to do and I gave an example during the demonstration if we have a need for a server or if we have a server that's supporting an application that's that's an example of a technology model or a product model so what this allows you to do is your Enterprise Architects can say hey you know what we're only supporting this version of this technology whether it's the 2020 version 2019 it could also be the vendor so if we say Oracle versus Microsoft versus whoever this allows your Enterprise Architects to actually guide the technology management and make sure that your application portfolio is aligning to a certain standard next we have a lucidchart integration coming up so a lot of our customers we found that they're doing their architectural modeling within lucidcharts and we wanted to make sure that we were exposing that within application portfolio management so our APM solution has always been all about identifying opportunities however we understand that your Architects are probably doing more activities around future State planning architectural models and this is a way for you to get access to a really powerful external system which is lucidchart and to build those models while also bringing that back in the service now and storing that documentation on your business applications and then lastly all we'll really have time to tease is we have the architectural art artifacts and this ties in directly to the uh to the lease Insurance integration we're talking about in that if you have any sort of artifacts uh architecture guidance uh diagrams we're now letting you track versions and really do your document management against your applications and services in order to make sure that you have that information handy for your application owners so I know that was a quick run through there will be some publicly released uh Tokyo release information when we get to Early Access in a few weeks here but that's just a little tease of what's coming up in the New Tokyo release for APM well better insights into standards and software models artifacts and versioning and cost savings a lot of added value there that should make life a lot easier for the Enterprise Architects and the application owners in our audience thanks again Connor for that sneak preview and we're going to turn now to our q a we have had a few questions that have popped in I want to hit one right off the bat that just in case people didn't understand that I answered it already but it was a question about APM PPM SPM so just to clarify recently we changed our business unit name from it business management to strategic portfolio management we're not just an I.T solution we really span the entire Enterprise so that's the reasoning for the name change but strategic portfolio management the business unit as service now supports both PPM project portfolio management as well as application portfolio management so just to clarify on that Conor another question came in I'm going to read it to you where do the application categories come from do I have to specify specify them per application yeah great question so the application categories are a separate table we actually have two tables so it's a one level hierarchy we have application category groups and application categories as I mentioned in the demonstration it basically means what is the application doing what is its function and you reference that application category table on an app by app basis awesome um I have another question and this has to do with software asset management and we integrate um seamlessly with our Sam solution so the question is about using APM TPM with Sam can you use APM technology portfolio management even if you do not have software Asset Management installed you sure can and all those tables are available to you just through the platform however when you enable software Asset Management it really makes that more scalable because instead of manually needing to go to the Publisher's websites and find their life cycles or to put internal life cycles against those you can really just rely on the content library and the normalization process that's discovered through the software Asset Management in order to populate that for you so you you can certainly manually build out uh technology maps and the asset life cycles if you want to however the asset management just makes it scalable and so you can really have that across the whole Enterprise thank you Connor um and I'd like to that's really all the time we have for today if you don't have any more questions um oh wait a minute there there is one more question what place does software like a web browser or PDF viewer have in the application portfolio management yeah great great question so that that gets into the common Services data model and really you have to ask yourselves what's worth tracking with an APM like for example I've heard customers ask hey we have this Excel macro that you know whole business units depend on is that a business application so that's kind of where we get into the uh more of an art than a science part of the common Services data model but I would say General guidance is if you have an application that is important enough to provide a business capability and it has its own ownership and support structure that probably qualifies as a business application perfect sounds good to me and we're right at the half hour which is the end of our webinar really appreciate everybody joining today um again thank you so much Connor for the great um demos and presentation and discussion thanks to everyone our last Thursday's audience we always appreciate you coming and just a reminder our next webinar is Thursday August 25th on product management we hope we'll see you all there thanks everyone