so welcome everybody today is our um ah let me check it's our 25th platform Academy thank you everybody for joining us I hope this session will be interesting to you uh we will be speaking about Tokyo enhancements and general recommendations around upgrades and releases my name is Lisa hornstein as many of you probably know already I'm an outbound product manager for the now platform I mostly work with a platform workflow products a flow designer decision Builder and process automation designer I have been working with the servicenow platform for over six years and have joined servicenow almost four years ago I am joined by the wonderful Adam Stout today um thank you so much for being here and presenting for us please please give a quick introduction to yourself great thanks Lisa I'm Adam sad I've been at service now for almost 10 years now um and work in outbound product management covering analytics platform foundations we're going to focus on today and getting to work with Lisa with workflows so everyone if you have any questions uh around the topics we see today please put them in the Q a channel we hope to hear some of your experiences in one of the polls we have and also feel free to chat um and let us know what you think about these features and um of the topic we see today thank you Adam take it away all right so as we get started thank you for the opportunity to talk about some of the new things we have in Tokyo before we talk about what's in Tokyo I'm going to take some time to talk about some general things we want to consider as we get into upgrades hopefully a lot of this stuff is a uh is review material for you but if not great that's that's why we're here and if you're watching on the recording you can fast forward through a little bit at least we'll put the chapters in okay so let's let's get into what we're talking about um so we actually are just gonna be talking about what's in Tokyo which is released so I don't know that we're going to have any four looking statements but in case we do make sure you don't make any buying decisions on those and if I say anything Lisa will call me out on those so we're talking about admins and we're really focusing on upgrades today so one of the things we want to talk about is as we get into Tokyo or as we're with Tokyo looking forward to Utah with our upgrades is to understand when do when do we release and what your entitlement is and if you don't know what your your backward entitlement is that is something you want to make sure you get familiar with if if you have anywhere an admin in your role or you're working if you care enough to be here watching this then this is something that you're going to want to know about um and our our common entitlements are n minus 1 and N minus two which means with the release of Tokyo are you supported for San Diego and Tokyo or Rome um and or as or San Diego and Tokyo and his release Utah that moves forward so we don't want to see anybody behind more than two releases and it does depend on what your entitlement is whether you're supported for two releases or only one release pack um in any case we want to figure out how we're getting to Tokyo at this point all of us should have our plan in place on what it's going to take to get us to Tokyo and when we're going to do those things um we have Quebec on this list Quebec's no longer supported so if you're on Quebec you really really need to have a plan if you're on Rome you need to have a plan San Diego you should have a plan with Tokyo take a deep breath enjoy some of the new features that we'll be talking about and then let's get our plan together for Utah but we always want to be thinking about what our next upgrade is um so we're going to talk about a few upgrade priorities and how do we achieve some of these things the first thing is a streamlined plan and how do we plan for it we upgrade we saw we just saw in the last slide upgrades major releases come out every or twice a year store releases are coming out more frequently than that we want to have our plan to upgrade we don't want it to be a crisis every time so we're going to talk about how do we have a nice smooth upgrade plan next how do we just how do we minimize any disruptions to our organization how do we make sure that the upgrade itself goes as smooth as possible and then we're going to talk about some testing and some new features that are going to help us with that upgrade and as well as testing so let's talk about a streamlined plan what we're going to talk about now has less to do with what's actually in the product but just how do you manage those upgrades and the first thing we want to do is have that plan about what are we going to do what's the schedule going to be when are we planning to upgrade when do we need to start testing when we want to start communicating those things out good news is in now create we have plans and if we go to our upgrade toolkit you'll get links to all these things we'll make sure we have a link in the in the comments to this there are plans in place and we're going to go straight to one of them where you can download if you have SPM um you can download a plan right there if not we have it in PowerPoint we have other versions of this for you to manage your upgrade what are all the things that you need to do as an organization to have a successful upgrade it is more than pressing upgrades and reviewing scripts a lot of us that's what we focus in on but to really be successful to get the adoption we want to get the value out of it we want to make sure we have that plan in place we have sample plans for you ready to go I really like this this plan when I was a slow customer uh I was mostly trying to figure out all the steps on my own when we did our first upgrades um but it's really cool feature that you can download and import I think it's an update set that you can just import into your uh instance and have a ready project in your uh in your instance to go through an upgrade it's awesome yes so lots of material already ready to go related to that next we have a communication plans so we don't want to just upgrade overnight uh things change particularly if we're moving uh pre-next experience into next experience there can be lots of visual changes so we want to make sure we're communicating those advertising those internally get people excited about it change can be scary it's not bad a lot of great features in San Diego a lot of great stuff in Tokyo future weekly statement some amazing stuff in Utah coming out that we want to take advantage of so we want to promote those things and whether that's doing a commercial uh that we have playing in the break room for those who go into an office uh putting up some posters having a party just getting some more information out there with some Zoom backgrounds that are going through or some emails and how to Target that out there's lots of examples in there we do want to make sure we're communicating out what the benefits are going to be of our upgrade and how it's going to be smooth and things are going to go through we don't want people to be surprised by an upgrade the surprise causes stress and tension makes people not want to upgrade and we want to make sure that this is smooth easy and something we do often as a normal course of business next we have is uh instant scan so as an admin now on the more technical side we've communicated out we're going to be we know what we're going to do when we're going to do it for our upgrade we're going to communicate out to our users that this upgrade's coming and all the great stuff so they can't wait for it well we want to make sure that we have a nice smooth upgrade and one of the ways that we're going to do that is by leveraging instant scan um we have we did a session on instant scan I believe a year or so ago uh we're on session 25 it was one of the earlier sessions that we had make sure we're using instant scan and whether we're using the out of the box checks and there are a lot more that are are coming available to test to to look for out-of-the-box configuration issues but also you're able to write your own checks to make sure that things that might be particular to your instance are being checked for that all the code that we're shipping everything we're shipping all the configuration we're shipping matches our best standards and whether that's servicenows or that's yours instant scans lets you check for those things so we don't get surprised this is a great option particularly if something's ever deprecated or there's some better way that you want to do things we want to use a not b or or C not B anymore instant scan lets you examine update sets Scopes your entire instance for issues we want to make sure that we're leveraging this to be as smooth as possible and not be surprised when we go to those upgrades we have a great question in the Q a panel regarding instant scan and they're asking if that is the same as Health Scan awesome question I think I need to buy somebody a drink for that um so they're not the same they're very similar um and accomplish similar goals the biggest difference is this instant scan is in the platform it is there we all have it I think it's exposed of everybody as of Quebec which is everybody's on Quebec Pass Plus instant scans in the in the platform search for instance scan it will come up a lot of out of box checks in there um it's the actual the backing for instance security Center so it's been running for several releases now and checking things but it was opened up I think in Quebec to allow you to write your own and more checks you can run it whenever you want you can write your own checks for it whatever you want there is help in line for that Health Scan does similar things they have more checks that comes from I believe impact is running that now the big thing you get with Health Scan is that you're going to get somebody to help you interpret it and help you remediate it with instant scan you'll have findings that say this is not right and there'll be a blurb that says why it's not right but there's nobody to ask so depending on your on your comfort level instant scan might be enough but you may want to have Health Scan you may want to have Services help you come up with a plan on how to remediate issues if you have a larger instance with thousands and thousands of issues sometimes it's really useful to have somebody to talk to about what do we tackle instant scan is great when we're in good shape and we want to stay healthy but Health Scan is going to complement that as well functionally there are certainly some overlap between that but how you use them and what you get from them are a little bit different awesome thank you so much for those questions keep them coming yes um so so we have instant scan we want to make sure that we're running instant scan frequently again you can run it whenever you want to run it which means we can run it all the time with uh app engine Studio I believe any deployment has you run an ATF suite and an instant scan uh Suite you could run this with every update say you can run it every week run it whenever you want to do it as long as you're going to look at those findings and and keep your system nice and healthy and tuned um next we have the same slide before as we're planning our upgrades we want to understand what the upgrade path is going to be this is something you want to make sure is right for your organization and whether that means you're going to uh what order you're going to upgrade your subprods on if you have two subprods in a production instance this is going to be pretty simple but as we get to more complex uh larger implementations that have more and more subprods that you might even have multiple production instances you want to think about how do we implement it where do we test first where do we do our sanity checks and whether that means um getting a Sandbox instance where you're able to really early on start looking for things and understanding what's coming through or using a PDI hopefully everybody on here knows about the the developer program and personal developer instances but that's an instance that you can get um you can you can upgrade whatever you want to have outside of your company's stack there's some restrictions on that on that you can't clone your company's data to your personal instances a personal instance awesome awesome opportunity in early availability to go in and upgrade and go see what's coming what's coming just get your get your hands dirty yeah the new features one thing that we always think we we shouldn't have to tell people but please don't use the PDI for any productive work because they go into maintenance they may hibernate they may be reclaimed don't don't do any productive work they're there for you as sandboxes to play around to check out the new releases to maybe learn new skills learn new technologies they're really really cool because there's nothing on there that's essential you're always able to zboot it reset it upgrade it when you want to it's a great asset for you as a working service now to be able to leverage that I'll go back and forth if I want to know what does out of the box look like I can always go to my PDI and that's pretty out of the box and if I've messed with it well one I'm the only one that uses my PDI so I know what I've done not true on all my other instances but I could also just reset it and then I can compare this is what Out of the Box San Diego looks like compared to what mine is that might be that might be that's going to help me or it's going to inform me moving forward and as I upgrade um so you have those again Early Access you'll get you'll be able to upgrade to Utah um early next year take a look at that see what the new features are see where you want to tackle then you're able to move to your sub prod or maybe a Sandbox upgrade your cut your instance with that then we start going through those upgrade plans but it's important that you think about it you think about what do we want to do when do we want to do it we don't want to just get into a place where well let's upgrade um that's a lot of stress a lot of unnecessary risk and we can avoid that by having a good plan making sure our instances are and sticking to that repeating it for each of our upgrades and maybe refining it but we have that plan that we're able to to repeat follow the plan that we're able to follow release over release all right next we're gonna talk about the store um this is one that the groundwork has been laid for this for several years and it's something that we need to be putting in place in our upgrade plans so we can come to the store and one of the great features of the store is that upgrades have give us some choices so if I go into well I'm browsing in the store the new features or I'm looking at system applications the app managers we call it internally whether I'm going to install a plug-in or Store app I see them all in these in the application manager and one of the things we'll see with the store app I haven't highlighted on this screen and I know it's a bit small but the version of the collaboration request is compatible with Rome and San Diego when I upgrade to when I upgraded to San Diego this screenshot's a little bit old when I upgraded to San Diego I can decide do I want to take this application on do I want to update it it's not forced to be upgraded to the to the latest version with my family upgrade this particular product allows me to take it whether before my San Diego upgrade or after my San Diego upgrade because it's compatible with Rome so not all app releases are Backward Compatible as we're building on and adding using new platform functionality sometimes we require we require an app to be on Tokyo or we'll have a new app that only works on Utah when Utah comes out but a lot of things are Backward Compatible they are Backward Compatible so we're going to have uh we had a we have store release in August and some of the features that require that were released in August will only work on Tokyo some work on San Diego some work on Rome San Diego and Tokyo because you have this flexibility it allows you to choose do I want to upgrade before my family upgrade do I want to upgrade after my family upgrade but you have those choices do I want to do a big bang or do I want to do upgrades every month what you know when they're released or after they're released whatever the schedule may be we're talking about schedule the store releases we have major releases once a quarter that come through that coincide with the family releases and early early availability so that is Mark uh February store release May store release August store release and November store release I'm going to look at Lisa yeah I got them right all right she's smiling yeah so we have those releases that come through um and again coinciding with uh with the EA release so we can start using those on the on the new um version or afterwards but then you can decide for a lot of those things do I want to do all of my store releases all my all those upgrades when I do my Tokyo release everything that's available in Utah do I want to do when Utah comes out or do I want to do everything I can in November in December depending on when your change window is and what your risk tolerance is for everything you may push them off you may pull them forward I might do my I might have upgraded to Tokyo in September but the store releases I'm not going to do until October because I want to spread it out and have less to test over more time or do I want to test more in less time that's up to you the store lets you lets you choose what you're going to do generally having one big everything in it uh upgrade can be a little bit scary and there's more things that can go so how you spread it out is just something you want to plan through also with the store as it comes through there's lots of things that are coming through I do not browse the store for every release that comes out but we have an answer for that if I go to the store you can search and if you go when you're searching when you're browsing for all the apps and solutions there's that little gear by my subscriptions if you click on that you get this big list this is a small part of the list of every different category of thing that's in the store and you can choose this is what matters to me and whether you're selecting everything in analytics or everything in platform or a couple things from devops a couple things from from CSM what matters to you you can select those and then every time there's a release and there is a weekly release that comes through you will find you'll get an email that says here's the new things that you subscribe to this will include servicenow apps as well as partner apps we talked about the quarter releases for the store that's for our major releases but there are patch releases that will come out once a month and partners are able to release any time once a week I believe they'll go out in the new store releases great way to stay abreast of what's out there and whether that's a new content pack or a new visualization or a whole new solution this is going to get emailed for the things I care about or even sometimes migration tools like for uh the home home pages to dashboards uh we release all kinds of things through the store there's a new question um is there going to be an update all button for store apps that need to be updated because it takes a long time to do them one by one do you know something about it so I will click answer live um I don't know about plans for an update all an update all scares me quite a bit because there actually are lots of things maybe that'll happen I there is there wasn't an improvement though recently about scheduling and batch installs and so I think while we won't while we have an update all or not there's a lot of work being done in there so maybe that is coming I I don't know but today you are able to schedule your release schedule your updates as well as as we as well as batching some of them as well so you can go through instead of clicking one go get some coffee and come back to go get some lunch and come back you can just schedule the ball to run overnight um and come back and they're all done so that's how I would approach that today uh but you do need to schedule them individually at this point uh they I will say there is a lot of focus in it right now on how do we make this easier and smoother and allow you to upgrade a whole section of things and I believe things like CSM or or itsm or incident you are able to say upgrade everything that's there yeah they already have these batches and then you can update everything that's in that package and the the other thing I think one of the improvements for that list is our Engineers are working on making that list load much faster so let's make installing faster that's there for those of you haven't looked at it it's in Tokyo right uh it was it was backboarded to San Diego so I wanted I don't know which release but I believe as long as you're on San Diego that should load much quicker I mean we all lived with it that we want when we wanted to browse um in the App Manager it took a while it might take 30 seconds a minute for it to come up and if I search it was another minute um I think that's closer to five seconds it's it's much more responsive now to come through so go look um if you when you look you search schedule I think we're going to be in a much better position now with San Diego uh even better in Tokyo and we'll continue to improve that yeah something we hear loud and loud and clear that this experience can be can be optimized more all right okay moving on um okay so now we want to talk about how do we minimize the disruptions so we talked about we have a plan we downloaded the plan from create now we're right we're managing it in in PPM how do we make it smooth and the way that we're really going to start to make it smooth is is using ATF the automated test framework um here we have one of the the tests that come through on just a basic test um coming out um there's some enhancements for this that are planned to come out uh in the very near future that will be required that will require Tokyo so um it's not going to help you get to Tokyo if you're not there yet but as we get into Utah there's some great enhancements in here we have some sessions planned in the near future on this uh but we want to be using ATF and I'm just going to take a very quick uh moment to plug ATF but why do we use automated testing it's going to reduce our manual effort uh clicking on stuff takes time we can we can write the test once in ATF and it will click for us and whether it's server side or UI let it let's let it do the clicking and have less it just requires less people less effort each time we're going to do it quality is better when we automate humans make errors if I have 40 tests and they each have 10 steps I'm screwing up a good number of those I don't know which ones but I'm screwing them up when we have it automated it's going to run every time it's going to let us know right where the error is as fast as a human just clicking click and click and click and click clicking it's going to do that so we get our effort and quality and then we get convenience same thing we talked about if I have to do the testing well I need to do the testing when I have it all automated like I can let it run overnight and now I'm just managing the errors one it's going to make sure I do know when there's an error when there's a regression something's different I just get to manage that I get to manage those exceptions not having to go through it every time I don't have to spend the time I don't have to spend the effort and the quality is going to be better if we put things into ATF when we talk about ETF this is the quick plug this is what you definitely need to know make sure you have a plan we talked about how you plan your upgrade we need to have a test strategy with ATF we're looking for for changes we're identifying changes that are possible regressions or that definitely are changes in Behavior but we need to know what are we going to test who's going to test it who's going to maintain the test ATF finds changes in Behavior which is not necessarily A regression it doesn't mean it's wrong it means it's different and when something's different you have to decide that's the right Behavior now and so we need to update the test or is that the wrong behavior and we need to fix whatever caused that behavior to change you need to have a plan on who's going to do this before you have a problem if we have the plans in place about who owns the test who who reviews the test results all that's ready to go then the testing could go smoothly you already know how to route it if you don't have that plan we have a problem and then we don't know what to do about it we waste a bunch of time trying to figure out what to do about it so having that plan early is going to success is going to help us set us up for success in that smooth upgrade next we want to keep it simple we don't want to test everything that we possibly can test we want to be make sure we're we're testing the smoothest straightest path to go does it work or not work is it doing the same thing or is it not doing the same thing so simple is key we do not want to have a incredibly exhaustive test because that's a lot to maintain that's a lot to review and at the end of the day does it matter we ought to make sure we're testing for what matters test execution time testing can take a while in the in the UI side there's it's got to render everything's got to come through we're not shortcutting that we're going through the same experience that every every person is but if we're doing something server side because they're not they're more setup options if we create some more custom steps and we just have things configured for us we're able to do it much faster than a human can do it because we can do it on the back end so make sure you're thinking about what is a what really do I need to test from the UI and what can I set up on the server side to get faster test test execution as we add more tests you know there's only 24 hours in a day there's only so much that can run but if we can make if we can avoid UI tests that are just set up that they're not really what we're testing and we go to server side we'll get through our tests much faster and then the last one which is the most important is make sure we're testing for outcomes has to do with the simple side as well what does working mean test for that you don't have to test every step in between we want to go does it is it the same behavior or not do I get the same outcome yes good if I don't get the same outcome well then I'll go back and look at what's going on there but we just don't need to run through every test that that tests every step along the way let's go these are the key this is the workflow that's gonna that means it's successful we're good we're not good that's the very much abbreviated version we have a few other sessions on this I think we have four or five other sessions on this more to come yes um a lot you're here great you found this recording you're joining us live make sure you're checking out the platform Academy sessions um I highlighted two in here but if you go through those archives and search for ATF you will find some great content in there about quick start tests about getting started with um with ATF a lot more in depth about the good practices but all that stuff's in there for you to reference as you're ready for it oh I got it I got the whole ad right all right good at least I did not have to add anything to it okay but those are there for you and the archive uh Lisa we have another session in November but more on that later um and Lisa and team went through and updated all of all of the archives in there so there's a lot more a lot easier to search for what you're looking for better descriptions it looks beautiful um as well so go back and check out those archives and if you ever have any question whether it's about ATF or instant scan or migrating photo designer or from workflows to flows there are 24 other sessions that are already there and it grows every other week so make sure you're referencing that if you have a question all right how do we set ourselves up for success I think I'm doing okay time wise um I can't get through a session without talking about flow designer and low code tools smoother upgrades come from you from writing less code we want to do more configuration less customization as we go through smaller testable units so we want to make sure we're using our full low code stack there are other sessions on this but just make sure you're aware of all these things these applications are going to make your upgrades smoother they're going to make your life easier I can have one big beautiful script and I do appreciate the artistic nature of a 2009 script include but in lieu of that if I want things to run smoothly and I want them to and I don't want to get a call to in the morning because something's going a little off we want to make sure we're leveraging decision Builder decision Builder I believe we released a Backward Compatible to Rome it's got major enhancements every releases we've gone through available through the store it allows us to to pull out the logic for things and put them into a decision at least you want to describe that yes no I wanted to add that with Tokyo decision Builder will be automatically installed on your instance so Tokyo is the first release where you automatically have it but I would still recommend to go check if there's an update in the store yes um and that uh with process automation designer there's also some store add-ins so I believe with all of these you get them now when you upgrade to Tokyo you will have access to all of them but we are putting more and more in the store and more functionality in the store so you can get updates to them before you upgrade and again as we go back to this to those that upgrade plan it's do I want to just come along with everything when I do my mate when I upgrade to Utah or if there's an upgrade for decision build or a process automation designer in November do you want to get it um and I see a question about licensing um yes integration Hub has some licensing for the number of transactions and what you can and cannot do decision Builder process automation designer flow designer and action designer are all included with everything they're part of the platform with the tiny tiny exception for decision Builder so pre-roam uh decision Builder could only handle reference output a reference result columns and if you wanted to put your answer your possible results for your decision uh in a in a table then you you used to have to create a custom table for that that is no longer no longer necessary uh once you update your decision Builder because you can now have a choice output you can have a true false output you can have different other like string and integer and other result column types so unless you create a custom table to house the possible answers decision Builder does not have any licensing implication anymore thank you so decision Builder is great and again it allows you to take logic that we used to put in one we used to just create tables to do a lookup table you might have a big switch statement and a script include you might have a bunch of if else's in flow designer we're now able to take that in decision Builder awesome tool incredibly powerful really easy to use if you're not using it we need to start thinking about how do we leverage a decision Builder to make our lives simpler process automation designer is in that same vein allows us to give I think of it as giving White Glove treatment to to a process before I had problems that if I have a process I have to onboard new people and I need to learn a bunch of processes worse than that I have people who've been around for a few years who know the process and they don't know that we changed it you know 90 days ago with process automation designer as a process owner I'm able to define the process and make sure it's followed whether it's your first day on the job or your your 10th year on the job you're always following the current process um that's what I get from it awesome stuff in there we have we have a couple other Academy sessions on that one actually on all of these in the past as well as some knowledge Labs from last year and now learning we want to start looking at process automation designer if you haven't next we have flow designer um I'm hoping at this point everybody is using flow designer and walking through that there's more content on there but understand that flow designer is one piece that's complemented by process automation designer which is complemented in decision Builders and flow designer I have an action to make a decision that calls it what I built in decision Builder so make sure we're using all of these things to the most we can to make our lives easier action designer allows us to build custom actions for flow designer incredibly powerful to go through that allows my allows me to take advantage of my Pro coders people who really know what they're doing and make something that's much more foolproof they just that allow me basically to expose an API to expose a function to be used in flow designer and so I'm able to leverage different skill sets throughout my note code stack before my low code stack so if I need a procoder I'm still going to use them and they're going to write actions for me which then my my developers can use in flow designer all the way down to my analysts who don't even know how to use servicenow can still be using it can still be configuring decisions an integration Hub uh plugs into flow designer plugs in plugs into everything with integration Hub it allows me to make my Integrations really smooth allow servicenow to manage those apis keep everything up to date and you just use them like we would for everything else so integration Hub is a very key part in here and I really need to update the slide because it's automation engine and you have RPA access to RPA as well with robotic process automation there's basically nothing you can't do with the with our low code stack at this point in time and you can expand it if it doesn't do it right lots and lots of great stuff make sure we're embracing this and so we can get those nice smooth upgrades then it's an action that needs to be upgraded and it's always the latest and greatest and we know all these pieces interact with each other smoothly it allows us to take more of that testing burner burden it allows us to make sure that things work correctly and smoothly and allows you just to make sure that it you know it does what you want it to do but not am I testing everything along the way so one of my favorite aspects uh to action designer is that I can actually just reuse uh whatever is already in my instance so if I have a good repository of script includes with very handy functions in them I can create my own spoke and create Uh custom actions and flow designer to make use of those script includes that already exist and the other input that I have for a decision Builder one of my favorite new features in Tokyo is that you can now export a decision table to excel give that Excel sheet to a business owner a decision owner a person that needs to decide what is the result from any of the conditions they give it uh back to you filled out and then you just import and your decision table is filled so that's a really really cool feature in decision Builder this um this release oh thank you I've I forgot it's there uh yes so the decision Builder this does require you to be in Tokyo to get this version yes um but again once you upgrade to Tokyo you're going to get this version um and as there's future updates you can you can grab those um but the Excel stuff is pretty killer because now I could have my analysts just make those decisions for me as somebody who's had to maintain stuff we all had it's all happened before I'd have um a process owner or some analyst email me a spreadsheet and say go update this I didn't want to do that they didn't want to wait for me to do that um I have to re-key it in right I have to retype it in just error just chances for error by doing it in the platform which is what I do like but if you you're scared of service now and we've met those people here I'll give you I'll create the template fill out the template put 10 000 options in I don't care however you want to do it you're you're comfortable with Excel I'm just going to import it in I'm gonna run a quick smoke test to make sure that everything's good and I'm set I'm not going to iterate through everything because again the inputs and outputs that's something that decision tables work I don't need to test all of that service now test that I just need to make sure that my logic that I have the right options in my table but incredibly powerful import Expo it's going to save developers admins a lot of time and headache and it's going to empower the rest of my organization and if we really want to get the full value of service now we want a very empowered organization that's that's building and using servicenow foreign okay so now what we've all come from come for um what's new in Tokyo that's really going to help us uh with upgrades and and keeping the system running so first thing we're going to talk about is upgrade plans uh upgrade plans allow us to simplify the process of the actual upgrade so we talked about the planning um and we've had the the SPM plans for that in the past this is the actual upgrade itself in the past I had to go I upgraded my first sub prod and I decided what I wanted to to skip what I wanted to go through um uh what apps I want to have installed and I had my piece of paper and I wrote down all my notes right maybe it wasn't a piece of paper but I had notepad open and I was I was taking down here's what I want to do when I want to do it what my decisions were then I go to my next sub prod and I would just read that and do the same thing and then I go to the next step rod and read that and do the next same thing and then I go to production and read that the same thing we'd have a nice big change plan for when we wanted to actual do actually do the upgrade whether it was to a major release a patch release or just upgrading an app I had to have everything put in place with upgrade plans we're able to build a plan in the instance we save it we publish it to the app repo and then any instance that gets the app repo can then pull that down and just simply apply that plan it's going to help reduce human error it's going to sim it's going to speed it up a lot of the same benefits we get with the automation with ATF we're now going to get with upgrade plans and make that process of upgrading and since by instance smoother and faster and less error-prone we'll come back for a demo for this um and now I did want to launch an auto slide for it but launch the poll Lisa can you pull that up it's running so we have a question for you in the poll if you don't mind uh clicking through that and it's where do you find out about new features to implement so I normally ask Lisa what should I do she has great recommendations but do you read the release notes you check out these academies we have a few Academy a few other academies on what's new um in Tokyo and we do that for every release the release broadcast give you a great overview uh Tech now do I go to a snug what do we see is helpful and give it a couple more seconds cool okay I'm gonna go ahead and end the poll so what we're seeing is a very balanced a lot of reading the release notes checking out the academies which is number one that's great to see uh the movies broadcasting those no uh nobody for snugs talking with Partners or implementation blueprints I'm just going to say that if you have a chance to go to a snug whether it's online some of them are happening in person again snugs are awesome events to connect with other servicenow people very like-minded people and gets get a chance to ask some great questions live um so if you if you're able to in the community I think you can find all the snugs there I highly recommend attending a snug that which is a servicenow user group run by people in your area who use servicenow um we we support them we set people to come talk with them but at the end of the day it's just a great place to connect with other uh the customers and users in your area um it's always great to talk about partners and implementers okay uh and now we're gonna get to well implementation blueprints what on Earth is that that's actually so I put that in there so in admin Center we will pull this up in a demo where you can see it in just a moment um at with Tokyo we launched the admin Center this is actually just like decision Builder it comes with Tokyo but it is a store app so it's going to get installed when you upgrade to Tokyo but updates will come via the store so you'll be able to upgrade this earlier uh before you upgrade to Utah you should be able to get it if there's an update for it um right now it's focused on itsm so if you're not using itsm this is neat if you are you definitely want to start looking through this and what we see at the top when we have next experience on is that we have our all favorites history we'll reach to those in workspace uh workspaces we have a new button called admin and admin's going to take us to the admin Center and also in that drop down is itsm blueprints I believe is what's actually in the drop down what that allows us to do is to come in and pick what's important to us what am I trying to do and once I click on what I'm trying to do we're that able to have suggestions about which applications of service now in this in the platform help you achieve those goals it's going to tell you whether you're licensed for them or not it's going to tell you how long it takes to implement them give you links to the documentation to training some intro videos but really give you some framework about here's things you should be looking at if you're trying to do this if I want to reduce my incidence or I want to opt them optimize my workflows my Workforce Effectiveness what are your goals and then what applications help you do that great content um this is actually very similar to when we're talking about in instant scan and Health Scan admin Center adoption blueprints or self-service it's in your platform it gives you information but there's nobody to ask follow-up questions to as you scale into into using impact and leveraging our services and having somebody to talk to if you need to have somebody guide you and you want to be able to talk to more um to some Architects and get real specific guidance that's something we'll then talk to your your account team about how do you get involved with impact and get those that personal reference the same way we get Health Scan adoption blueprints very very similar to instant scan where it lets us do it by ourselves and if we know what we're doing it's good it gives us the right pointers but there's just not that that personal contact all right with that I am going to switch over to a demo so let's see how this works over um okay so I am on my instance I've logged in and I'm on the knowledge base that's great but I want to get to the admin Center so what I'm going to do I have my new admin choice and I can go to the admin homepage which we're going to skip over for right now and I'm going to go to adoption Journeys I have what we saw in the screenshot so I have the goals of what I'm trying to achieve what are my business objectives so I am going to try to deliver extraordinary employee experiences with resiliency and productivity of the applications that help me do that I have 9 and 15 installed let's go figure out that so we're gonna go look at the details again it's going to explain to me what is this goal what are we talking about here to make sure we're speaking the same language we'll see the basic information about what are we trying to do and why are we recommending these things but what I really see here is here are the things that help me achieve this whether it's installed or not so my benchmarks are already installed I have a few things that are not installed whether or not I have a license for it um the itsm success dashboards are included in the license we're good that's unclear for this one if it's included in my license so I may need to talk with my account with my account team to just double check in my license for this or not this will be checking your subscriptions on my demos since I don't have any subscriptions so it gives me some weird information um but in this case we know that it's licensed and not installed I can click on that that's going to give me more information about what is this so I have some more information what is this we're talking about what does this do for me and a button as I'm coming in as an admin to just install it let's go ahead and do this and then it will tell me what else is involved I have links to the dashboard or links to the product documentation other information there I'm going to go to another one if I go to my my content pack I have a video that talks about this a little bit more detail this happens to be it's an academy it's an academy um from one of our sister academies for platform analytics um it'll go through what what's in there and talk about it great content here again this is not this is not exhaustive training it's going to link to the training it's going to link to about what's going on the goals for this are to help us understand what are my options what do I need to ask about if I missed Lisa's uh well I'll tell you the the itsm dashboards one that's not something we talk about in our platform that we talk about in our platform Foundations Academy be talking about a different Academy which you may not go to you should it's great but if you don't that's okay right or we have a question about process optimization if that comes in here this allows us to connect those dots for us so again you're able to go in your instance in your sub prod what is it that I have what is it's recommended and then click through um to get that information to get started you might then you might talk to your account team um you can find out more about it come to an academy on it read the documentation about it but this will help us focus in on what do I need to see do I need really need to review six hours of do I need to read hundreds of pages of release notes do I need to review six hours of the of the release preview no right that's great if you want to do that and maybe there's some areas you want to but this is going to help guide us to have that discussion about something that's important and the other uh our other product we use will create content similar to this of course so right now it's itsm focused but the other other uh business units will also add to this yes and this this is the first version that came out in Tokyo it's great it has the basics that are in there your feedback's always valuable how do we make it better how do we make it more explorable to you um how do we make it um clearer about what's going in what other information do you have so we can we can put that in there we will see this expand to the Future forward looking statement we expect that this is going to be expanded to Future um to other business units other solutions for you all right so that's the admin Center I really want to get back to upgrade plans we'll have a few more minutes um so upgrade plans I'm going to come if I go to my upgrade plans I'm going to go to upgrade Center and I have upgrade plan I'm also going to see in the upgrade monitor before we get started I want to call this call this out for upgrade plans you have one Builder instance that I create my plan on and then all my other instances are consumers by default all instances are consumers but if I go to upgrade Center properties there is a property to say is this instance a builder or a consumer again default is consumer and I found out the hard way when I was trying to set up the demo you can't go back um I already built an upgrade plan so it's not gonna let me go back um so you won't see that but what you'll we'll see if we when we go to the upgrade um when well when we go into the upgrade plans uh it'll say consume and if you see it says consume it's because you're a consumer you need to go into property to become a builder okay you're only going to want one instance that does that that's going to be your your master where you're coming up with your plan um and once you become a builder you can't go back but that's that's what we're going to look for so I've come in I'm going to go we're gonna go back to upgrade Center by the way I do love that this actually retains what I just typed in before um that is so nice so if you're still using classic UI um or the the core UI next experience has a has a lot of just really nice features for you so we're going to come in I'm going to go to my upgrade monitor and when I come into my upgrade monitor it's going to give me the information on on what I upgraded so I upgraded not to recently or pretty recently ago not too long ago and what I can come into is manage my upgrade plan I get through this by clicking upgrade plans as well we saw that here where I've upgrade plans but I'm just going to go to manage my upgrade plan um and the question about does it consolidate the many many admins and all their actions yeah I believe it does it's we're looking at all of the results on what the net is coming through um will be accepted okay good so I have my upgrade plan um by the way this is demo instance that doesn't have the right data on it so right now I have no plans but I'm going to build again this would be consumed where you would be loading the plans in if I was a consumer but I'm going to build we're gonna build my upgrade plan this actually does take a minute so we'll see what it comes back it's now looking for everything that had to deal with the current upgrade I just skip the records and these kinds of things right yes um all right this is running fast now it's good uh so it's going to come back and it's looking through all the customizations that have been in here um I have by the way I had one on here I deleted it so I'm not exactly sure what we're going to get with this upgrade plan but it allows me to have that plan and then we can all edit that plan something we might have done like similarly in an update set before we're going to go let's view the details okay so on my demo instances I have a few issues of things that that I can and cannot do but now we're going to go to the upgrade plan um it would look at my skips and then we'll just do our new items so now I can say I want to install this activate this plugin I want to install this application and configure that so not only do we have the skips we have what are our plans what are we taking for this right I need to have this app installed then this app installed and important about this is that it's not about just a family upgrade it's about all the patch upgrades and it's about all of the um any application upgrades you have along the way in your custom applications we build all that in the planet just say do this this is what we want to execute and I'm not going to create one here um but it is looking for the customizations that are in here and and pulling that in you're you're you're building this after the fact on what you want to apply not going forward or not you don't have to create the it's not an update set you're not recording but you're telling it what you're going to do but it is the the plan of what we're going to do which customizations we're capturing it's it's not just a recorder record this because then you have to go back and edit it in this case we're able to edit what do we want it to see and go from there okay um and then once we have that done we're going to publish it this is not going to work for me because I'm not on a demo instance okay they published published it somewhere I don't actually know where that went um and then and as it comes through so it is creating a new application for the app repo upgrade plan to patch one um that's generally what we're gonna see to come through here and then we would pull it down from from the upgrades to get a little to get a demo that has a little bit more information about it if you go into the documentation you will see here when I go to the upgrade plan overview it's a great two minute video that we're not going to play now but a quick video that walks you through how this works and how we're setting it up um well actually we'll go to the upgrade but it's part of upgrade Center we can go in we have those plans again we're putting in this is what we want to have done we're pushing it to the repo so we are using the app repo to move to move the upgrade plan to the other instances then we just simply apply it like we were doing any other update awesome all right and I'm gonna switch back and wrap up my presentation sounds good okay uh our Point showing again yes okay so we got through our demo a couple other things to to make sure you're aware of um one the resource upgrade the upgrade kit uh to come through if you you can find this in the customer success Center if you search for servicenow upgrade kit it'll come up pretty highly on there as well uh this has been updated for Tokyo it gets updated for every platform release lots of great resources a lot of stuff we talked about here today um and some others as well to help you have a nice smooth upgrade again the upgrade is not just us doing an upgrade it's not us sitting there but that whole process um and as we're incorporating in those quarterly store releases we have patch releases we have our custom apps we're deploying this is something that's pretty ongoing all the time and so we want to make sure we have that nice repeatable smooth process that's scaled correctly for a custom a single custom app that's going through a pack a single app patch a major patch release a major release this is going to help you set that up um so we talked about make sure that we minimize those those disruptions we want to make sure we're leveraging ATF we're testing for those outcomes we're using instant scan make sure we are set up for Success so we know when there are changes in behavior and when they're supposed to be there and we're advertising that and making sure that there's not changes behavior that we don't know about and that we're fixing them so that their our users don't find changes unexpected undesired changes in Behavior the streamlined upgrade plan have a plan we've gone through at the beginning at the end there's lots of resources to help you have that plan make sure you have it and then as far as the Tokyo release goes if you're not already there check out that upgrade kit check out the other um what's new there's a lot of other features that weren't in this area but very adjacent to it that uh Lisa and team covered a couple of sessions ago analytics has one mobile has one VA has one lots of different academies that will go over it if you miss that go check out the release preview at the high level and then there's always release notes but think about what's out there and how do we start taking advantage of it particularly with upgrades we don't like to force changes on Behavior on you you need to opt in um another great use for those pdis is z boot to the new release and see what's all on a new a new instance um we don't we want you to go somewhere we want you to be excited about it we want you to opt into changes and you control those changes you you know your organization better than we do but you need to know that they're there so take advantage of all those things we talked about to find out what's the latest and greatest in Tokyo in a couple more months what's coming in Utah the the release guide is going to be useful for you for that um I believe we'll have a lot of these resources for you before but I wanted to show them up there again lots of content about um and now learning in previous Academy sessions on everything we talked about the documentation has some great um it's a great documentation has great documentation some videos it's more than just what does this field do about how to get started how to approach it that's their and make sure you're using the community whether it's the upgrade Community the platform Community as as we all have the reorg that's come through um lots of great resources to ask your questions you are not alone there are many many of us at servicenow in the in the ecosystem other customers that have gone through what you're going through so don't sit there and stew over it if you have a question ask your question get and you'll get your answer pretty quickly uh pretty amazingly quickly and with that we have any other questions we want to talk about um but before we head out I wanted to thank you all for Georgia to give us this presentation I wanted to throw one link out there uh call for content for knowledge 23 is out there so if you have a good idea or an awesome idea for a Creator con lab or a presentation and you want to be part of Creator Conant knowledge uh please please submit your your session ideas I would love to have your content um that also means knowledge 23 is happening and it's happening next year in May and it's going to be in one place in Las Vegas mid-may I think the week of the 14th if I remember correctly but you will find all the info in that link that I put in chat our remaining academies for the platform Academy this year are in two weeks we'll have um Adam again as a guest speaker on this Academy and we will be talking about subscription management which is one of our favorite topics and he'll take us through how to to map custom tables which is a frequently Asked question then in November as advertised we're going to be diving deeper into ATF and what's new in the November store release for automated test framework and we'll have Dinesh join us who is the product owner for ATF so if you have any specific questions around automated testing that is your perfect chance to ask them to the product owner and then we'll have a small break for Thanksgiving although I'm in Germany I will just take the day off and in December we'll have one last session for this year and we'll be speaking about servicenow vault which includes a number of security features that we brought out in Tokyo as well so be sure to join us again uh the link to the academies was in the chat and I hope to see you again in two weeks that's about all thank you so much