and i know a lot of people are on here for the uh oh you go clear the waiting room real quick a lot of people on here for the first time so in the beginning what we'd just like to do is go through uh and welcome those guests so the if you could just go ahead and put your name in the comment section and then or in the chat of the zoom if you haven't used that before it should be right on the bottom of your screen where you're looking at it should be a chat box just drop your name where you're from and then what you do in there so that everybody can welcome you to the group and also just let you know up front there's going to be times when we're demonstrating things in the instance and a lot of people use a shared instance and since we started back in 2018 we've actually had the same shared instance of servicenow so if you need to log into that shared instance send me an email and i'll make you an admin on there so that anything that you see during the demonstrations you can pull out of there and we might have a look at that shared instance today if we have time we might not but that shared instance does have a lot of our work in there and getting to that the uh the forum what we did is we created this form to get everybody together really on cmdb and digital services this year we broadened it a little bit because we've been talking about services for a long time we also wanted to get to the value of the services so we made it more about digital transformation thought leadership what we're hoping to do is is get a lot of people in talking about the actual use cases instead of talking about the design which we spent the last couple years on in this group and our mission right is to help people really drive those transformations with these models to be transformative with the models and change the way they run their businesses we share work as much as we can if a lot of people have done things we don't want people doing it over again so we do have a folder that we put stuff in and we have a community we put stuff in and a youtube channel and you should get those in your invites at the bottom you'll see a link to our youtube channel and then you'll also see a link to our forum our community on servicenow communities that's where the forum is and that's where a lot of the papers are and links out to documents that we've created before a lot of people get uses that even if you could pull a slide or two out they're like you know this has been really useful in helping me explain this stuff internally so the architecture team and you're going to hear from one of us today on our team which will be rachel but our architecture team is the one who sponsors it or hosts it i would say but we try to get people that are actually doing this in the field we're not real practitioners right we're not out doing the work like you all are so we like to split as much as we can of the time with with the customer that's doing something with the platform that's relevant to the topic so the structure we are sticking to these bi-weekly long meetings we might deviate from that once in a while like one time we did a four-hour workshop we got everybody on building servicenow data models but most of the time we stick to those hour-long bi-weekly calls and that's really the main way that we communicate is through those calls then a lot of the other stuff that goes out is is a lot of stuff that goes out as a result of those calls or on the call somebody's presenting something and then they're going to share it so they can explain it first so that's the format that we've been using over the last almost five years now hey john some of our team members are unable to attend so this will be recorded and published is right that's right it'll be on the youtube channel and the youtube channel like i said it's in the bottom of those invites you'll see a link to that and we i usually get it up a day after so within a day i'll have it on the youtube channel okay any other questions all right with that we are going to open up our agenda i'm going to hand it over to rachel she's going to talk about some of the things that she uses for governing service data models and then we'll we'll kind of open it up on the forum and if we do have time i have a little demo of i built an app that lets you build a um a portfolio of services so i'll if i get time i'll demo that if not i'll roll that to next time or send you guys a video on the community uh but it's pretty useful and it's in our central instance so with that you ready to take over sharing rachel um can you see my screen john can you see my screen yeah i can yes okay thank you so much and john thank you for the intro um just to give you guys a little bit of history about myself um my name is rachel trumbetta i'm a senior executive enterprise architect working with john and aj and a few of the other of my team members that are on the phone you know as we mentioned we really want to make bringing the value out of the platform easy for all of you you know i come to servicenow from being a long time customer i work for general electric for 13 years and nine of those years i was a customer you know i started out my csdm journey before scotland created what that was i had a challenge that us as a software company we didn't know how you know what are as built as implemented as maintained is how i started this and so to be here with all of you guys today and just give you some you know tricks and tips that i've used over you know my 10-year journey on the platform is exciting for me i also had the opportunity my first two years at servicenow of working with what's now called our impact team as a platform architect and i got to work with different agencies from department of homeland security and we were able to model you know using cyber security and finance accounting codes the portfolios to be able to roll up to their lines of business so some of that you're going to see today i've merged a bunch of topics together in powerpoints to try to tell the story about how we all have to work together and who all is using the data model and as we're going through if you guys have questions you know feel free i'll ask john and aj heman jason if something comes up on the chat if you guys could or someone raises their hands if you could stop me and let me know i'd rather get the question answered and maybe not get through everything then someone lose the point or lose their thought along the way if that's okay you got it i'll watch it yeah we'll we'll cover it for you rachel okay thanks team so you we're going to start out a little bit you know as a reminder why we call our platform the digital platform why is the governance of the data model so important and then what are the key three areas that you can look at from a framework a structure and collaboration of who is using the data model so let's review you know if you look at oh let me get this out of the way so you guys can see my full screen you know our platform is a single unified way that we work we want to help all of you optimize your processes to empower your employees and the customers that you support to do their best work what we're really good as connecting silos to create that seamless experience now if i look at i did a current state assessment on one of my utility customers over the past six weeks and especially with covet those teams have started to come together and meet each other for the first time not even realizing that they're using the same data in the same parts of the platform and then we want to be able to help all of you continue to create more value and innovative speed scale quality and securing it at the pace that your organizations need and so if we you know look at our global solutions framework of how we've grown since you know i started on the platform where it was it service management we've got technology excellence not only are we looking at just it equipment anymore we're looking at that deep ot equipment think of manufacturing plants or power generation transmission distribution things that we all use every day that we don't even understand sometimes however how it works you know in the past five years we've expanded out to customer experiences to make sure that the customer is getting the value from each one of your organizations and how do you manage that you know the past couple of years we've gone into employee experience that one's personal to me i started servicenow the week after the world shut down not knowing what i was getting myself into just trusting the platform and knowing that everybody i had inter ever interacted with was somewhere i wanted to work my experience was my laptop showed up on my first day everything i did to onboard i could do from my phone it was amazing then you know working with customers and understanding how especially outside of it how do we start leveraging the platform to be able to help organizations operate more efficiently and then finally our creator workflows to where we can build and automate on top of that then how do we make all that work the data is what's key i'm you know i call myself a big data nerd but it's true each person or persona that uses any part of our platform is expecting the data to be there and be mean if they have to you know turn around and take it you know i talked to a customer yesterday broke my heart she goes rachel our date is not any good i have to export it all out of the platform and then do pivot tables on it to do reports and i made a commitment to laura yesterday i'm going to help them build their data model so that they can get back in doing the high-value work of servicing their customers and as we go through the deck today i'll kind of you know touch back on this theme of the data is what's key and it takes all of our responsibility to be able to do that so what are our governance building blocks you know we have a framework and a lot of you guys have seen that you know previous forums that we've had or you've listened to scott lim or mark rodman i'm going to look at it a little bit different i'm going to bring up you know the structure when we look at cmdb and what most of us have grown up with is it's that itom layer when you go do discovery and service mapping there's so much more data that we need to gather and this is what using dpm will help you to be able to do to route that work to the teams that can resolve whatever the issue or the service that someone might need and then just kind of open up and look at different personas and how are people using this data differently now this is one thing john i would like to do is let's create you know more of a persona base because as i was trying to think about how i was going to tell my story i'm like well all of our platform owners or architects or whoever we have on the phone all on the phone who are their personas that they deal with so i kind of like to maybe do some crowdsourcing and see if we can't come up with some collateral that we can give back to the community over time sounds good and so i wanted to you know follow up on jason's last meeting where we talked about the operating model and we have to have this technical governance because you want to make sure that you use the data you get it once and you massage it in a way that's going to help everybody throughout the organization and by having that governance and standards people and processes are able to work much more efficiently and you can really maintain integrity and the stability of the platform that each one of you are building i've got to imagine some of you guys are in different states you might have been on a platform for years and we didn't have the csdm thing so you'll work with your teams whether it's your enterprise architects if you've got impact or your solution consultants let us help you put what that governance would be like so that we can make your data model even more robust and you know when you do this you're able to forecast your demands much more efficiently you're able to measure your throughput and your velocity it is now able to start doing show back or contact to the businesses that they support because of the transparency that all of you guys are setting up in the platform so if we move into the framework this is a build slide so i'm going to give it a second to finish building so i can talk through and um you know when we start at the beginning of anything that happens in business you know all of our organizations have a strategy if you're public it's on your 10k what that's going to be lots of times that includes digital technology whether it's applications infrastructure cyber services we want to make sure that our executives have the ability to strategize and then as they strategize and make those approvals it then goes you know we create the strategic roadmap that's where really the beginning of building your cmdb starts at we don't think of that because most people have started you know on the service desk but as we look through you know once you've got your strategic roadmap now whether you're using our agile or you're using jira or microsoft project you want to be able to take those demands in and be able to start to articulate that to the rest of the organization through digital portfolio management and understand what capabilities are you delivering when is it going into production what's the business criticality of it if we don't start defining this earlier in the cycle it's not going to be as impactful when it's handed over to the ops team or the service desk if they don't understand this in a meaningful way then you get into your road maps your what-if planning you've got to understand from a financial point of view from a security point of view a risk point of view an esg point of view what is the benefit of doing this and how do we let the rest of the organization know that then you get into you're actually delivering the work again this is all talking about the same thing the value that whatever you're creating is giving back to the organization and then we get in excuse me and then we get into how do you do the change into production how do you run it if you see either a security risk or a defect or enhancement how do you get that back to the development team well that's all through using the platform and leveraging the data that you put in there and hopefully you only have to put it in once and then all everybody in the organization can start to use it and you can continue to improve and give that visibility across the organization so how do we connect end-to-end this is a different way of looking at this you know you've got your single front door that comes in through your deployment model your service transition and then running it service management or security operations and connecting to the some of our organizations we're seeing they're moving into service reliability or service operations and how do you start to have that devops environment you know that's one of the things when i was working with my customers over in the department of homeland security one of the branches there they couldn't understand how the projects they had in jira could align up to the service and service offering so we spent a ton of time going back and forth just by having that tagging strategy to be able to make those two teams because the service desk leader she was going crazy not knowing hey when does something go into production where do i go put this enhancement into which project inside of jira and we just really want to make that easier for all of you so this you know i tried to simplify the story if we look at you know everything we do in technology is you have to plan it build it run it and then at some point it's going to retire most of our customers started in their journey and the run phase they started with the service desk and the service desk are the people that we trust to take care of our customers whether you're talking an external customer or internal customers we need to make sure we give them the most information that they can have at any given time to be able to restore those services and deliver operations back to the business but where they get in trouble at sometimes is we've not started the definition digitally inside of our cmdb from the beginning of the project so you may not have that a strategy defined but once you start to identify what is that service you know i think of an uber as a service or servicenow's platform as a service where that product is defined let's say you're making any cups that i'm drinking my water out of that's where we really need to start planning that definition of what we're going to call that from either a business service or a technical service and start to fill on that data early in the journey what i've seen work successfully is try it with one you know new product that you're going to production with and find a friendly service delivery team or development team that is willing to be part of that and do that tagging along the way so that you have that proof point that everybody can start to rally around and then if you're fortunate enough to have enterprise architects once you identify what that application is going to be where the product is defined can you start onboarding that with your service desk at that point in your operation center so if they have any checklist you can make sure that you're capturing that earlier in the cycle then as you're getting into your build you know how do you start to pull in security into those teams so that everybody is working on the production release and you make sure it's the best product and you can give that visibility across the organization and then as you get into run how do you work with the operations team to make sure that any monitoring that you have is connected to event management say at the application level excuse me that you might be using app dynamics you want to make sure that you know exactly which part of the application might be impacted to be able to restore those services and then how do you start to set up those slas and olas and then you get to what most of us have been doing for years you the service desk you know has a defect or an enhancement how do you feed that back through the life cycle and again showcasing where inside of the platform that everybody is wanting to leverage that same cmdb data so when we look at defining enterprise services i put this slide up and it really made me think last night why is this so important and i know it's hard for a lot of people to think because sometimes technical services are a business service if you're a technology company and then we think of things of global business services like hr finance legal so we're going to spend the next few minutes you know walking through what that is some of this will be repeat of what you've seen but it's really to kind of help set the stage one way i look up you know if i take myself out of growing up in i.t and ot my entire life i when i'm out in my consumer world i only care about the business service you know i'm a starbucks freak i like to get my green iced tea and if i go to the app and it says it's out of green ice tea in the morning it impacts my day so i walked in one day i'm like hey you guys are out of green iced tea why is that because oh we forgot to turn that back on this morning when we were ready to make more we you know it was late at night 7 30 30 minutes before they close they didn't think to turn on that ice t service so that someone could order it i just kind of wanted to give a real world use case of what that is and then when you look at technical services if you've got your business let's say supply chain they need to do supply chain management better they need a workflow for procure to pay for example well they're then going to go to the technology team and say hey can you build me an application or i need this that's where they start requesting those services from the technical parts of the organization and i say that to not just be i.t because you know in manufacturing utilities telecom a lot of the services that customers give it's not just it so i try to take the idea out of everything and just call it a technology and so this is you know where we talk about the conceptual versus the physical model you know i tried to color coordinate this along the way so that the blue area is you know what your customers care about they don't need to know anything else behind it but other people do because it impacts how they're gonna do their jobs i'm not going to spend a lot of time on this because i think we've gone through the actual detail if any of you do have questions on it you know please reach out to us and we'll walk you through that we do a lot of csdm workshops quick question yes sir um i noticed you you referred to cmdb regularly and i thought the intent was to move toward the the service graph designation because it was saying that this you know this data model was more than just cmdb comes with a lot of baggage you know in many people's minds from the from various past efforts and it's often viewed as only an operational level repository when in reality this is obviously you know much more than that and is that service graph concept no longer being promoted by servicenow so the service graph connector is how you get the data in there it is still very very important today when i'm going through this i'm going to be showing why you need to connect that data and who will be using that does that help right i was just i thought they were they were kind of rebranding the cmdb as the service graph as the whole data you know the as just to get away from this it seemed that's fine i'm just curious i just that when i talked to mark bodman last you know that that was sort of the where their terminology was heading this seems like a different difference there i will take that as an action item and find out awesome thank you in total in tokyo i haven't seen that in my training yet just to be very honest with you um but i want to make sure to get you the right answer from our experts mark and scott i've seen we we've been talking about the common service data model a lot more than the cmdb but i have service graphs are a small part of the cm of the the model so i i couldn't see it being renamed that that's interesting i've never heard that before oh that sorry go ahead marcel okay um i just had a question regarding the business service uh what i see is that in our presentation even those that you won here um you referring to the table cmdbci service but um for now and onwards you have to use this cmdbci service underscore business yeah so this is a new um field which have to be used even when you run those um yeah if you establish business services in a service builder or services are using the new table how do you handle this so in the new world it's a ci service business and you're referring here still on the old table say on my question um here uh ongoing or that's my question calling business service and which table have to be used i am taking a note on that because all of my customers are still the version they're on they're using ci service but if that has changed the business application one is different the business application one is the one for like the ea team where you're just putting the app in it's not actually operational it's more just um right how much does it cost what type of platform is it right it's more of the informational piece but business service is splitting up they're they're redefining there was application service business service and because all was all one table which is a class field before that distinguished them and my understanding is they are splitting that up you know to be a little more clear yeah they'll give you the option there to uh to put the business service in the new table or the old table if you're still using the old table so you'll see in the service builder there's the option you can pick left or right and it will be you know going to the old table with the business service classification or going to the new table which is cmdb ci service business so this is um this isn't reflecting the new table it's reflecting the old table under business service uh yeah once jeff gets done uh i watched i just want to put a note on here i do not see this two fields that the customer can distinguish between business service new table structure or the old table structure maybe you could put the note also here which how we could design it to properly using the service builder when it comes down to yeah creating new business services yeah yeah i'll drop in the um the csdm 4.0 if you don't have that already marcel but i'll put that in the chat and that talks about a little bit in there so they purposely wanted to basically extended the service table and they created a service business right so so that's what they did in 4.0 of csdm so it is relative before i send this out to you jeff to publish i'll put the new one in there on here so that we can see the compare and contrast someone else had a question yeah i have a question this is sufian you know so what i like the way the you know we are trying to split the business service and uh technical services and the question that we have had at bjc is now if you look at it from a maybe a business impact analysis perspective uh irrespective of whether it's a technical service or a business service it may need an impact analysis dr capability and all so there is a requirement that if you want to take advantage of bcm capabilities you need to create a business application so that's the question we have so if we have a technical service that needs availability analysis do we have to create a business application for it and are you using that in ir irm i don't know how to answer that question okay i was thinking you can go in and choose the entity inside of irm to do business analysis against and that can be a business app or a service technical or a business um yeah i would like some details on it offline if i could okay thank you anyone else hi it's alan crocoska from from kaiser first off to both of you and particularly john the forum is great it's really great to get into into these details and and into the mechanics you know beyond the you know the first layer that usually comes you know from typical marketing or sales because we do struggle you know with this area so i wanted to build on marcel's comment about the confusion of the two cmdbci service and cmdbci business service at least in our in our realization they both present as business service you know in the class manager and i'm i was thinking of renaming the parent to just be service instead of business service so if that can get resolved um or explained sometime in the future that would be helpful my other question is about the distinction of application service and application application from what i read is is a is the running instance of a particular piece of software like an executable and then application service is something higher level than that because currently we've got the application service as a running instance of a business application can you give me a name of an application that you use so i can try to translate this back um sure our [Music] oh one link um is a is a financial financial program um with lots of pieces and and so we have you know um one link uh claims management you know for for example and then our application services are one link claims fan management production dr uat qa you know all of the instances each have their their separate um infrastructure and then they have distinct response times an incident against against production has much higher urgency than an instant then an incident against non-prod how do we break what do we break down that into for applications so application should be what is being read from discovery and moves into your compute devices and that sees the executables on there that's where it'll put it in the apple table the application service is exactly like you just said where you've got your prod your qa your dr all of that that unique instance that you can log into and put it like an event monitoring against okay does that help a little it does help a little we don't have discovery so we'll have to learn about that so that we can train our discovery tool um to do that okay awesome uh this is for sitting here uh alan just want to be clear when you call an application you're talking about a business application meaning the apm uh table or basically in the csbm you don't need apm it's the cmdbci business app table correct okay yeah and i don't think those are intended to be interactive with incident problem changes they as you indicate consume the application service which then the service offering depends on and the catalog item might be associated with it and knows where your incidents are yeah unfortunately our um the people really realizing our system the first time um had us start writing our tasks against against business applications and so we're in the process of trying to prepare prepare the data so that we can shift the organization from using business apps and move them down to application services um and but we have some um cough challenges um in there but but everybody does yeah you want to keep your eye on that ball because that'll be critical change for you to do and we had to do stuff similar to that where you know as was stated earlier you don't come day one with all this in place so you have to make those decisions and then do certain things and then later you can run background scripts and change objects you know around as you need to to realign everything yeah one of the another compliment is in publishing the cstm it was really good to articulate the the road map of a crawl walk run fly unfortunately we we didn't end up following it but it really does help to see a progression as opposed to you know here are you know here are these 30 30 to 50 classes and once you get them all implemented life will be beautiful um and you know that's like looking at a plot of land and then the and then the house plans you know okay so so i'm going to wave my wand and everything is there so but i think that those those paths could be elaborated um to to describe situations like this when people follow a not ideal path of for example writing tasks against design components how do you get out of that um because there's a lot of going off-road and we have to learn to re the the detect correct prevent um first you detect okay i am off-road now what do we have to do to get to get back on the road yep and in this example um you know how do we get our tasks off of business applications and down into to manage technical services components and that's where you know your ea team or if you've got an impact team we've got methodologies that we can go in and kind of teach it i think that's one of you know in my territory i don't know if any of my customers are on in michigan indiana ohio kentucky i spend a lot of time on the whiteboard where we just go get three or four of them we try to find a cloud one an on-prem one either an erp or servicenow one that's kind of has lots of technicals and just walk through that and understand you know where do you use that information do you use it on an incident do you use it on the security operation just to make sure that the data is set up for everyone to use and be able to help you with what your maturity how do you mature that over time and what are some programs you can work you know put in place and then we have a ton of partners our own services team that can help you guys as well good that sounds helpful awesome thank you so let's go forward maybe i do have a quick question rachel uh maybe you can answer if you can go back to the previous slide yeah and it's a pretty tactical question i thought as part of csdm migration we're moving all applications out of the cmdbci appl table into business services in a business and technical services is that not true because i see you still have uh application as an entity in your framework so the application for cmd bci apple that is what discovery catches when it goes through and it reads all of your infrastructure it identifies what software is running on that and then you can use that in software asset management to be able to make sure let's say for oracle for example this is not out of compliance on oracle okay so so your real applications that will have like service owners and all that application owners will reside as a business service or a technical service or an application service our application service for sure yes okay the application service is the one that represents the whole technology stack including the application and everything underneath yeah that that that's the easiest one i was just confused between the apple because in fpgac we are moving out all of the applications from cmdbc cmdbcia ppl into the service layer okay because that's the names you're getting you happen to get the same names yes okay okay okay thanks never thought that one slide would have so many questions but i love the dialogue because that's why we try to bring all of you together so that you learn from each other and not just us so thank everybody that just participated i think we need to have a session just on migration how do you divide all these things up because that's what a lot of people are doing right now a lot of people either extended the cmdbci service table and then they're you know they're they're building just a generic bucket on top of that that they're using an incident but how to get those things into the right tables has been a huge challenge yeah the the other thing too i think uh uh john and and uh i think would be good as is defining the differences because a lot of our customers you know on this caller are at different levels of the csdm maturity so i think just having a discussion around as you said kind of the the transition between say you know csdm three and four and what are some of the differences i think would be um would be something as well agree yeah cause we cover it real quick like mark covered that the change to the business service but it was like in a little two-minute section and if somebody's right so yeah specifically on migration they can go back to that as a reference i think exactly yep that's what i'm thinking that would be awesome if there's anybody on the call that wants to speak to that because we are looking for a topic i think that would be a great topic for either two weeks from now or two weeks after that i think jason you have the next one so if there's anybody that's done a migration that is pretty happy with the way it turned out or or not right even if there was problems with you know trying to move something from an app service into the business service table lou i know that you pulled your hair out with this stuff so it might be good to get you and somebody else talking about that next time because i think that's a great thing to share yeah agreed i agree john and yeah let me take that action okay yep awesome i worked a lot on that with uh lou too jason so he's a at least depending on if you're going to be here next time though yeah i think the uh the the thing too would be just to have a more of an open dialogue with our customer base here as well like in you know presenting it and then showing you know some of the things we're seeing out there and then you know again because the open dialogues are really good to hear you know especially between customers like like we had here so i think that's we want to encourage that a lot as well so yeah happy to take that offline cool thanks guys um one of the other things i wanted to talk about i know the previous slide was a lot in the details of what do you put in through discovery and you know some of the automated things that we have tools service mapping service graph connector those types of things one of the challenges that i've seen during my implementation is we forget about going and getting the other data that's important to be able to be used to roll up in the dashboards and things like that so i just took some time to put some definitions in here you know one thing working with my customers i found is you find that friendly team you know an application team that wants to make their world better and you go through and you set up one portfolio for them and start to break it down you know one of the customers i was working with they're you know executive over its government so i can't say what it was but over a certain mission he was so he didn't want anybody touching his data he goes this is how i have to track all my financial all my people resources behind it you know service desk please don't go in and change this because this is how i run my business and so if you can start to get you know the business stakeholders aligned to it or at least the technology stakeholders as you'll see on the next slide there's benefits that they'll get out of that and be able to use you know as john has showed quite a few times in dpm our cio dashboard it all enables people to use data in a different way one of the things you know don thank you for pointing out is we need to make sure that you have a cmdb data owner lots of organizations don't invest in this and if you don't have someone that's accountable for it and has the ability to i don't want to say power because that's a really strong word maybe more influence the organization i've seen that be very successful as well and then these are you know the approval group support group managed by so that you can route those tickets faster and i'm kind of trying to speed up a little bit knowing that we're getting close to the top of the hour this is you know a way of how do you look at the structure from a governance perspective and i think jason talked a little bit about that last time if we look at you know the collaboration and who all is using the data this is um from our product management team you know we've got portfolio managers enterprise architects service desk and operations and the capabilities and what they're doing in the organization you're setting up strategy what is the project or delivery status or do we have the right from an ea point of view or a cto point of view do we have a list of hardware and software that's approved in the organization how do we recycle all of that can we do application portfolio rationalization do we see three different applications delivering the same outcome this is really impactful when it comes to merger and acquisitions this is a way to have that cost saving synergies pop that off mine um then the service desk that most of us are all familiar with and then more so we're seeing the operations team starting to engage especially with major incident management and be that automation engine that can go in whether it's you know service reliability engineers or network operation center whoever that might be to automate those incidents that come up and let's go forward screen i apologize that my screen is not working as well um the next few slides are just going to be some personas to give each of you you know food for thought what's important to these people that are using the platform and how can we you know make things better we started out with the service desk most of us is where we started on this journey then we got into you know this devops mode developers don't always want to come into our platform they you know they're using github jenkins you know both infrastructure and applications are code so we want to enable them to be able to operate the tools that they want to and still be able to communicate with the rest of the organization and using the csdm model inside of cmdb enables that you know if we look at a service portfolio owner whether they're business services or application services infrastructure or cyber they've got to be able to plan build and run and support those services so it's important to them for them to be able to do their work and be able to show back what value they're bringing to the organization through the capabilities that are inside of their portfolios then we've you know got an operation service owner when i put this together a couple years ago with one of the customers i had it was all around the network operation center or the command center but as i'm working more in the industry we've now got plant operations you've got plant managers or you've got utility companies that they have their own operation center so it's really important as we start expanding outside of i.t that we think about this group of people that needs the data to make the decisions because they're the ones that you know stuff is happening real time and they've got to restore services then i wanted to take a little a little look at throughout the organization from a risk and compliance point of view in the asg point of view that you know i t security legal finance hr they all have processes in place whether they're using our irm used to be called grc or not no matter what tool they're using if we can make their jobs easier by connecting the data and then metrics through a taxonomy and processes it's going to make the organization run better and have less risk and then you know i kind of saved this one for the last i happen to be at innovation park if any of you guys get a chance to do that when it comes to your reason it's really a kind of an amazing experience and i had a customer in yesterday and it's the first time they got to see the cio dashboard and this gets back to you know all of us have leaders that we report to and they have metrics that they need you know when they're delivering value back to the business you know it's what new applications do you have what infrastructure do you have to be able to support those applications are we hitting the value creation that they expected well you only know that if you can tie those projects to the applications and measure the velocity through that and the value behind that you know are the your customers and employees using our products you know from a security point of view do we even know what's in their enterprise you know if we look at what happened in log 4j those customers that had a deep cmdb they were able to look at their enterprise and know their risk and remediate the customers that didn't have that you know i've heard a couple it took them three months to identify and they're not sure they haven't got all of their log4j you know from a budgetary point of view or compliance point of view can i tell which projects or programs are at risk and why and then you know how do i measure as a service owner what am i doing you know how many incidents do i have how many customer cases am i making it too hard for this to operate those were all insights that you can start to gain and to you know be able to ultimately give your cios a dashboard that's meaningful to them and that is my presentation the dialogue was great apologize that i rushed through it a little bit but i know john you had a couple things you wanted to touch on at the end and i'll take any questions if anybody has any and i'll put the survey up too rachel if you wanted to comment on the survey the one that um we talked about do you see it on your screen i do know okay so that gives you an idea where everybody is with their governance those uh those questions you sent over to me okay do you have a governance model around your service models and most of you guys do not get which does not surprise me it's that's part of maturing and really understanding and leveraging the value of the platform and i really like have you started to embrace service models yet can someone come off mute and you know give a use case of how you were able to entice your business to think like that all right i'll take this i'll take the fake this is liv from san diego thank you so we i meet with the customers all the day all the time every week and i started introducing them to the digital uh portfolio management and what was important about that discussion was previously working with them on the common service data model because common service data model is the foundation the underpinning of if you will of dpm and so we have the advantage because the contract for the county of san diego is on the public internet and it outlines all the services within that i.t uh outsourcing agreement which is a one point i think five billion dollar contract so all the details to build out the csbn was there then when you moved to dpm the conversation shifted to well these are the services we're already providing and so now they're starting to understand how they can be more interactive and have more of a say about what happens with those services through dpm so those are the conversations that uh unfolded thank you for that i my personal belief is dpm has made it so much easier to talk about it because it's something they can feel and touch and put hands on keyboards with thank you for that and then the last question was do you have an architecture team involved and some people do and some people don't it was done do you read anything else out of that that i might be missing i'm surprised at the percentage but a lot of architects involved which is great because we had a real hard time with in the beginning with with the architects actually taking a role in that so solution architects i think were the first to jump on board but getting the enterprise architects involved was something i always thought should happen and it wasn't a piece like they were doing their section with the business applications and the capabilities they would use those tables but they wouldn't get involved in a lot of the rest so i'm glad to see that that's happening because um i think there needs to be some overnight oversight and governance set on these things just like you would any other business data that you're using in new york exactly does anybody have any topics other than you know the how do you transfer over that we talked about that they want to put on the queue for one of us to be able to help you guys with i have uh this is uh preston haley i'm the iton product manager at exxon and uh we're actually about to conduct our initial csdm workshops uh in the next week and i was kind of curious if you can speak to you know i'm still trying to wrap my head around this when we try to figure out how we're going to roll out service mapping like what mvps we're going to pick like what processes or applications we're going to focus on i'm kind of curious how should our roadmap for how we're going to roll out service mapping influence who we actually involve earlier on in the csdm workshops because i want to make sure i have the right stakeholders involved as early as possible make sure you have security okay what do you say security do you mean like cyber security are you just making a general statement like security control cyber security all things security cyber security one you're going to need them to be able to do the service mapping from a technical perspective they're going gonna have to get approvals and firewalls and things like that but you also want them to understand why you're doing this so that they can start to if they see a vulnerability somewhere they can leverage the model identify who those stakeholders are and things like that one thing that i have you know talked through that's worked well with my customers is pick something that when it breaks it costs money if you've got a penalty you know if i think from exxon oil and gas for upstream or downstream any of those apps that are revenue generating if they go down what happens excellent thank you we also have an offering that could help get people on the same page from our ea group so do you know who your enterprise architect is for your account actually phil's here we're talking with gary we actually well i think we're in contact with the right people um okay to get our workshops and i was just asking you know just for a general audience just what their experience was in their implementations but yeah we have a whole success team and enterprise architect helping us out too okay yeah ask about the csdm design workshop and that's really high level to teach everybody what it is and then and then also who should get involved in the effort so that's that's an offering that we created out of this group actually that a lot of the architects can use now because we've templatized it and it takes about two hours but it's it's a good thing to get that level set with people so it sounds like that's actually exactly what we're doing and we have that i have that deck so it sounds like we're we're 100 on the right page okay great cool hey you love when those things work out right yes yes well awesome thank you guys so much for spending time with us today and you know john thank you for starting this i wish we had something like this back when i was a customer sure no problem it's been fun well thanks everybody um i will get that content on we we don't have enough time to go into a content planning today but uh we'll take your ideas and we'll try to pull those together and try to figure out what to present next and we're definitely looking for presenters so if you do have any ideas if you want to come up and participate in these topics just shoot me an email or rachel or jason or charles all people that can help you get that content into the group and and help you curate it too like if it's only part done we can brainstorm on it and help you out with that thanks everybody appreciate it have a good day thank you everybody