so without further Ado um you know let's break into what I call the servicenow landscape and the lit I'm going to go to you first um you know what are the key areas that you can do to get information um and how do you navigate those as a service now we provide various and communities to our users customers to interact with the product to know what is coming in the product to communicate with the group so now learning is one of the portal which is a learning portal where you get all the access right what are the certification I want to do what training I want to do this is the portal where you can search what you want to do like you can go and search Hardware asset management and you can do at your pace it's not necessary you have to complete everything in one shot you can do one and now and then whenever you are free you can continue from where you left you can do certification you can do Hands-On practice it can it has simulators so on the another platform we are giving is the product information which is a talk document website here you find that anything related to not only about the servicenow platform but any of our business unit hams have or Cloud inside or if you are interested how it is linked with other business unit FSM CSM anything what are the new features if coming all release management configuration how I create the asset how I create the class what are the tables what are different flows so once you go to the item Asset Management under that you have three items like software Asset Management Hardware Asset Management Cloud inside and then when you go to the hardware Asset Management you can go particularly you can look into the contract management so on anything required to know about the past or what is current about the product how to use it what it is it's a good order to go through it the third portal is item Community when we say community is like we collaborating or talking to the different people to understand their viewpoints so it contains group various groups about the hardware Asset Management forums what are the importance so these are not only the service now platform or Forum but external forums also you can go and submit your idea so you have anything you think which is good for to be in product you can submit your idea and the product team Mike myself or Eric or anybody from the product success team can review it and provide their inputs and then there's our blocks there is a developer community so so many things you can do so I think these three portals are the good source to get any information about the product about the platform about the service now what is coming what is Future and what other people are doing yeah yeah that's great so that so the now learning is really your educational portal um and then the product information I I consider that kind of like your how-to or your instruction manual gives you all the terms it gives you a deep dive into some of the the product features and like you said you can go retroactively looking at um different releases if you're on a different release and you can see what what applicable uh product information there is for a specific release and in the item Community like you said you can interact with with other individuals that are in the space that you're in right so in in the hardware Asset Management world there's a lot of practitioners that have many different types of questions a lot of them very similar questions and so you can find posts on their blogs and knowledge articles uh related to those questions so those are I I think you're right that's like the trifecta of an area where you can get a lot of the answers to those commonly asked questions maybe we can jump into some of those and look at those and just kind of get a visual representation of how somebody would navigate between those Mike do you want to show us that uh so we're going to start with the training portal and this is for all servicenow modules and products um I had the hardware Asset Management fundamentals up here this is a great place to start when you load this up and and you do a search you'll be able to see here um the uh what what the actual course is how long the level of effort will be for the course and this is an intermediate level course it's on demand so everything you need to know is right here they do put together um an overview in a syllabus so if you're looking for some specific items um you'll be able to dive into it and it also gives you some related courses that go along with it very well um when we do search for for for Hardware Asset Management you're going to see a lot of different things that that will come up um to enforce that once you've gotten this fundamentals it's highly recommended that you take the Delta examination so if you took the fundamentals in Paris there's been a lot of new stuff that's that's happened so with each release we have a Delta certification that you can go through to keep you abreast of all the new features and functionality in the new releases and you can see all the various ham related courses here there's there's there's Peak trainings and you know some quick hitters some of them are just simple videos and then you'll earn stars and badges as you complete them so you can get uh you know you can get some some cool some cool digital swag for completing these but it's a great way to you know increase your knowledge of the platform and and learn how to to use it better uh that's huge I would just say the Delta the Delta thing is not something to overlook right taking ham fundamentals is yeah you have it but then things change so you want to stay fresh in the game so I think that's a really good uh pointer um so this is our official trading portal um but a lot of times we don't have time to invest 11 hours into a training to figure out an issue or find a find an error so we we put product documentation out every time we build a new feature we have a team that puts together new um new documentation for it so um you know if I was doing something with with Hardware model normalization um you can see here I've searched recently um I could come in here and I can search it I could filter by release so if I'm only on Rome and I haven't upgraded to San Diego yet um I could pick that and actually filter my results based on that and then I could even drill down like do I just want to see um possibly uh you know you know an impact or you know release notes or any other things I could I could drill down and filter my my results as well but then when you click into these topics here um you'll see all the the details that you need to see allowing you to kind of self-resolve and if you have questions maybe you could you could figure them out here um sometimes if I have a question about a table or like a log like this I will actually search just for that it's a keyword and then pull me into all that so there's lots of different things you can do um to self-resolve on your own now if you can't self-resolve and maybe training isn't for you then you can always put yourself out there in the community um as Lola had mentioned we have a servicenow community here and this is a great area it's where you know employees of service now like myself and the lit uh Partners customers you know the the entire servicenow Community can be here post questions write blog posts put up videos um you can simply just you know if you want to jump in and and do a search I can just come in here and I can search for um Hardware asset and you can see all the Forum um posts and blogs around um Asset Management it does take a second to load up and you can see here this is all the content that that's been posted forums we have knowledge and documentation so everything is is Central here to drill in and find out so if I want to look into normalization I could come in here and just not I didn't have to type the full world full word I can just punch it and there's no request so if there's nothing in there I can ask a question I can click this and I can tag it and I can post a question and other people can answer it and this is a lot of times um our first chance if we're confused maybe it's before we submit a high ticket maybe there's a user so we can go in and and ask the community it's a it's a great tool before I I started my journey with servicenow I was a servicenow customer and during our White knuckled self-implementation Project I found myself writing and dying by the community here then when I became a partner I also and worked on implementations with other customers once again spent a lot of time on the community and then now as an employee it's full circle so it's it's definitely something that I would keep bookmarked and and be as active as you can well that's great thank you Mike I mean again three three areas where you can get information the other thing I just mentioned on the community is you're going to get responses from other practitioners in the field but you're also going to get responses from you know different solution Consultants even Mike evenly lit I mean you might have you guys responding in there every now and then so you're going to get a lot of interaction a lot of different voices answering some of those questions absolutely thanks for walking us through and let's talk about the next segment which is what is the sequence of events you need to set up and install Hardware Asset Management so that you can get quick quick value out of the gates so a little late I'm going to turn back over to you and maybe you can walk us through the sequence of events for that so for Hardware Asset Management to be active and Hardware Asset Management you need a service now instance and when you have a service now instance that is itsm platform you will get a base Asset Management with it when they said Asset Management plugin provides you the classes the base classes it provides you the table so on which people are doing customizing so so far and then it provide you while receiving the mobile receiving capabilities is where you can receive the asset from your mobile devices and then another plugin you need is a procurement plugin the procurement plugin provides you about the purchase order sourcing catalog this is the best equipment what we there is another equipment model which is coming up and that is workspace based and that is a different and that's the lesson one and then performance analytic plugin provides you is required for the dashboard the hardware dashboard the asset dashboards and another plugin is Hardware model normalization which is one of the key features we'll discuss in today's webinar also go deep into it and this is for doing the normalization standardization of the model so once you have this base plugins you are ready to do anything with asset and then comes the hardware Asset Management which is built over the base asset management and it is a store app so when it comes the store app the store app you need to do high request the high request will go to our sales or accounting the other thing you can connect with the Alliance manager the partner or you can connect with the sales account guy and request it they can provide you the hardware Asset Management store apps and you can once you install the latest one you get access to all the latest workflows the features we are adding over the base Asset Management the new classes new tables the flows and new contract management so on got it got it so that that that's a really key distinction I think and then I just want to resurface it so the the plugins are the fundamental piece that gives you the base asset capabilities right anything that is asset management in particular but it's the the next step or the next level actually getting that store app which is actually going to enable you to do a lot more than just base asset right it's going to give you what we call Ham the lot the life cycle information the automations behind those and and everything else that we're building on top of hand from a product and feature perspective and I just want to call something out here so this chart here is just showing these are the steps that need to be enabled for ham Pro to be successful and working so um you know we have to ensure that the plugins are enabled um we're assuming that this is for someone who is already a ham customer but before we can you know graduate to using ham we need to make sure that these Base building blocks are on and running and enabled oh thanks Mike thank you so so now that you have ham let's just say are you ready to just start using it um it sounds like there's a configuration component can we dive in on that a little bit some some more setup is a great help for administrators it provide a guided setup experience to activate hemp feature and why you need it servicenow customer need a streamline experience to set up have features and track progress of their ham feature activation process ham guided setup is available when installing or upgrading to ham Tokyo release so basically this is part of the Tokyo and you need to be either installing Tokyo release or upgrading to Tokyo so once you have a Tokyo release you can go to your instance and you can see on my screen I have an insert and then you type ham and you will be able to see have guided setup this guide is setup walk you through the core qualification involved in setting up the Hardware Asset Management applications it provides you visibility into end-to-end Hardware asset lifecycle and reduce the rigs created by the asset record in accuracies so once you start up this you will be able to see the getting startup window you click on the getting startup and you will be able to see currently it include two categories one is configuration and the second one is normalization under configuration when you click on the configuration get started you will see various items like resource opt-in content service setup asset automation so resource category opt-in is basically now we have added the capabilities where you can select which all resources you want to be normalized as a part of the content so basically activate Hardware model normalization and automate update to the product model and asset record for each have lesson So based on what you have selected they will get normalized then content Service setup and opt-in basically in this Cafe this is where you are trying to set up the content and shares hardware and consumable data model for your organization with service now to improve normalization process the third thing is you need to set up is asset automation basically asset action for uh incident and change so automate the data attribute update to CI asset and maintenance contact record when completed incidental change ticket the fourth is asset lifecycle catalog item lot of the this catalog items are not visible you need to activate by going to the service catalog and then asset lifecycle flow so you need to activate this flow provided for asset by the ham in servicenow flow designer and the last thing under the configuration category is a contract workflow so we need to go to the configuration workflow and activate the more closely related to contact and Hardware Asset Management so once you click on this like if you click on this resource opt-in you will be able to see what all resource you want to obtain and you can opt out whatever you want and once you are done you can mark it as a computer similarly when when you want to do for the content you can click on the configuration and you can click here and mark it completed similarly for the other items like asset automation it will take you to the incident page where you can click whatever you want to say sync with the sea ice and let's go go back to the second part the second part here we have is a normalization basically the hardware model normalization detail for your Hardware consumable model so once to do that you need to just click on get started under this you will see two categories one is Hardware content download this initiate the servicenow hardware content download to populate your Hardware Content Library and second one is Hardware model normalization basically normalize your asset data to the standardize your hardware and consumer model to configure Hardware content model you can open this and you can change any of those properties daily weekly whatever you want these are by default provided schedules and then to configure the hardware model normalization you can click on the configuration which will allow to you to configure the execution steps of the state so this is in short this capabilities guided setup help the customer to start implementing or to make sure that what is required is done step by step using this process thank you for the demo lilit Victor what do we have next carbon normalization is our next topic and the content service so we started answering some of those questions and Mike you made it an allusion here to how data's coming in so maybe you can talk to us about how ham is working and then emphasize a little bit on the content service absolutely so one of the challenges all organizations face is um there's a lot of doors that data can enter the organization through right we have our Discovery tool we have other agents that may be integrated with service graph connectors going through the cmdb so you could be pulling in data from SCCM so it could be coming in in all caps you could have data coming in from Jam titanium solarwinds whatever integration Hub connections you guys have put together or service craft connections that are in place we've got data streaming in and oftentimes that can be unique to whoever configured it on that end so the the admin for fccm may have their own rules for data probably and and so when all these data points come in sometimes you have inconsistencies right and one of the things I alluded to is you know sometimes one data source will be in all capital letters maybe it's capturing um Hewitt Packard and another data source that's just coming in as HP and then the third procurement system may be coming in as Hewlett Packard Industries or so on and so forth so what we do is we take all that data and it goes through our content service so whether it's coming in from Discovery from a procurement tool if you're using Advanced shipping notices that's coming from the vendors or you're doing an integration with the vendor or maybe you're using spreadsheets or bringing data in from uh if you're moving from one system into service now what we tend to find too is often with Asset Management it can often be siled so you can have one organization using the DCIM tool for their data center equipment and in in an asset management tool for their end user equipment and then a mobile device management tool for their mobile devices so when we bring all these data points in together you're going to have a lot of inconsistencies so once it goes into the normalization engine we bounce up the uh the model number the the model name and the manufacturer against our content service our Content Library and and I'll and I'll talk in a minute on how the content service is created um and curated but for now um we have a you know millions and millions of models mapped um and uh it's all based on really what's being used by our customers and their environment so by doing this we're going to end up with a clean manufacturer name we're going to end up with a product name and a model name because you know an example here is we've got the MacBook Pro 15 inch um there could be 100 different model numbers for that MacBook Pro 15-ish they could vary by region you know I mean different countries have different power cords so you want to make sure from a reporting standpoint you have a clean entry but you also want to be sure you have the the specific model number as well we also by doing this we also can provide the the manufacturers published lifecycle dates now what's that mean so in some cases when a vendor puts out a model they'll say this goes General availability on August 1st you'll be able to start buying these and we're going to stop selling them August 1st in three years and we're going to stop supporting them on August 1st and four years so on and so forth sometimes they don't have all the dates and that gets updated and it gets curated and updated down the road so that being said all this information will strengthen your asset Repository it'll help give better information at the fingertips of people that are making decisions whether it's to replace an asset if I'm doing a break fix and I can see that this laptop's going end of support in a month why not just give them a newer model why not support me and I'll swap it out for one I'm going to have to swap out soon anyway if I can see that a server is going end of life in a year I can start planning my tech refresh cycle if I'm using um SPM um you know portfolio management I can I can look at my service and I can see all the hardware and software and I can use these lifecycle dates to make sure that service is healthy and that it'll be available for everyone and and from a security standpoint I can ensure that I'm not going to be at risk of any compliance or vulnerability issues by maintaining Hardware that's currently healthy and and it's supposed to be used and it's not past its full life because often when when an asset's no longer being supported or passed its useful life you're not getting patches you're not getting the latest updates so you can have a lot of issues down the road so uh if we can flip to the next slide I'm going to kind of talk about how the content service Works um so we have a Content Services team that is curating and constantly adding new models to the Content Library as a customer once you've opted in you will get an update every couple weeks of all the new model information okay one thing to be clear about is we hear this a lot customers will turn on the stuff that was just speaking to they'll they'll turn on hand Pro they'll fire up all the plugins they'll opt into the resource categories and then they'll run and look at their normalization and they'll be at zero percent well it takes a minute right it may take a day or two for things to settle in for all those millions of model mappings to be loaded into your environment so you have to be a little bit patient it will come and there's business rules that need to run to normalize your data so once that happens then it'll get caught up um so if you do have models that are not normalized there could be a few different reasons right maybe you're missing manufacturer information or model information you're missing some of the data that's required for the normalization to run we need to have that data there we can't normalize a blank field so maybe a you know maybe a PO came in that was missing a model or part number maybe it had a manufacturer name and it had a vendor SKU number not the actual model number but the vendor that says CDW puts in a part number but it's not the actual manufacturer part number well we don't normalize against skew numbers we actually use the actual part numbers um so any unrecognized model information gets anonymously sent to our content team and they build a file that contains all this Anonymous data and that's what they use for their next um their next content that they create so if we have a bunch of customers sending over a server that may be new that we didn't know about that our content team will go in there and they will create that they use a handful of verified resources to create the data and like I said before the lifecycle dates are all published by the vendor we don't use third party dates we don't um guess the date we only use validated and verified manufacturer dates so as that new content is updated and created and curated and validated and it ships back in your next release so it's a constant cycle for improvement so sometimes it may take a few weeks for things to get fully normalized depending on what your data quality is like um but for the most part it fires right up nice so so the main one of the other Main benefits of opting in to the content service if I got that right was that you're actually giving your Anonymous data and I'll highlight that again Anonymous data that is not normalized into the content service so that it can come back in a normalized state and so that others can also benefit from having a normalized enhanced normalized uh estate yeah absolutely appreciate that um maybe Mike what one one thing I'd like to do is kind of get into the product but before we do that could you kind of set the stage on how Hardware normalization works and then lit I'll ask you to maybe show us uh briefly uh in in the product how that actually operates sure so like I said before no matter how the data is coming in when it hits our normalization engine that it's looking for three items right we need we need to know who made it we need to know the model number and what the product name is if we have those three pieces of information in most cases we're going to have a normalized value for that if you're missing one of those pieces we may show a partially normalized result now one of the things I want to point out if a model went through normalization already every time that gets discovered going forward it will be normalized after so once it's it's come up once if discovery keeps coming back with the same non-normalized result you won't even see it it'll hit the it'll hit your you know it's instant it will hit it instantly so as the data comes in as long as we have those three items it'll it'll populate and just to call out it's not going to um and there was another question around and Jennifer had a question around if you have a different naming convention for something it's not going to change the current name you could mention well it's going to show you here in a second there's going to be a separate area that you'll be able to report off of it'll be normalized manufactured so we're not actually going in and updating the company table because there's it's a core table that a lot of other applications use we're going to have a normalized manufacturer table that you can use as a display value and you could report against um I hope that makes some sense yeah so in other words you're retaining the raw data but you're displaying The normalized View and you can build reports and do what you need to in ham through the display name but you still retain the authentic original data source yep so Lynette over to you to kind of show us a little bit of how does this work are you able to see my screen we see it so I'm sharing one of the service now instance once you go to the servicenow instance you go to the workspace and I will show it on the workspace you click on the hardware asset workspace and under that we have the Model Management as Mike pointed out we have an important action where you can show that uh Missing model number or missing useful life or missing name on the manufacturer whatever the recorder you click here you will be able to see those records and you can take action accordingly and then we have a reports so you can see that normalization Matrix it shows that total 165 models are available on this instance out of which 154 are normalized and 11 are not normalized if I click on the data it will show you show me the list of the models which are normalized and let's select one of the model so ThinkPad p490 is one other model which has been normalized and when we go here we can go to the normalization section and we can see the normalized status which shows us normalized as part of the normalized we have one thing I want to bring before I go to the hardware model life cycle we have a revert normalization that is what normalization is basically what you have normalized you can revert it back and then it will deactivate the rule also next time when the sync is happening all the content download is happening it will act only on the activity rules I see so now when when you have normalized between you have a hardware model life cycle what model might describe so end of the life cycle will tell you about what is the start date and what is the end date of this particular model and similarly General availability will tell you about how many years this data this model is available for the start date till the end date all of these data are synchronized through the standard once you opted into our content services so this this data now now you have all of these data what is the importance for me if you look from you it basically try to make sure that your compliance and you plan your picturement or inventory better and you make sure that you are not maintaining it much more the model which has expired now let's go back to the model management and try to create one model so once we are on the Model Model Management we have added uh new button so here we have added the one which you are using more frequently so user from this single dashboard you can go anywhere what is required for the Model Management let's click on this and then you can see we have various kind of models which are supported in the service now platform and then let's select the hardware because today we are discussing about the hardware Asset Management let me select the Dell as the manufacturer and give the name as power h and then give the model number as r420 and category as server so you can see once I have created there and movement I I do click on the save the display name which is blank right now it will get normalized and you will see the data as normalization and Lily I just want to point out this is happening in real time as he's creating this model if you scroll down you can see it just normalized right here um as that model was created and this is from a manual creation or if it could be created from a new discovery as well I will do it here here itself like it is 165 and now I will refresh in front of you and you can see 166 one more model is normal as it was 154 now we have 155 and if I go on the normalize and search for this model and I type for r420 you can see here this now is normalized where you can see the normalized and then you can see that Hardware model life cycles are added here one more thing I want to add that we we have better together with application management portfolio which I do not have on this instance when when you go to the from the application portfolio management when you go to the technology portfolio management you can see the alerts which can show you the red color mean that some something is expiring or end of life is coming so you can do better planning of your asset inventory and procurement and you can take much of the disk decisions back to you Victor I appreciate that a little bit so so um the other thing that I think uh is is important to note if not all of your models are normalized uh maybe you have partially normalized maybe have manually normalized those that are partially normalized or or just not normalized those are the ones that you can actually take some time as a leading practices with your organization to go through and and work on normalizing those while you're also workflowing the uh you know everything else that is normalized I think that's a good balance of of work there and then the APM slide that you just showed us there yeah you're right that's a Better Together story where you can benefit from from using two uh two applications at once the life cycle feeding the APM and you know one of the things that I want to call out here is is there are a lot of tools that we'll do normalization right that you could do Integrations with whatever estimation tool you're using what makes this unique is this is built in the servicenow platform so one of the things that Victor just called out is yes this will benefit APM it'll also benefit incident risk management audits all kinds of other areas within the platform as well somebody asked the question about a strategy of how you move from Flex to hurt a service now stop paying for flexera that's that's it um and and you turn on the normalization and it's going to give you the same quality and quantity of data that you're getting now but with one less license to play to have to re-up and pay for each year and plus it's giving you all that life cycle day into a platform that can process it and do a lot of other things with it