thanks for joining me Caitlin this is going to be a great session I get a lot of questions about the csdm and itsm products and and I know you've been doing a lot in your space um yeah so just for the folks here uh I'm Mark bodman I'm the csdm outbound product manager uh and uh Caitlin uh what's your title what's your what do you do these days yeah thanks for having me Mark um I am the product manager for the digital portfolio management product as well as service portfolio management and service Builder yeah yeah a lot of ties and you know I I remember when I when I was first kind of meeting with you and and getting to know what you were doing here back when I was uh in a room with David Thigpen you came in and we were kind of brainstorming this whole DPM idea and uh I'm glad you took up the ball and delivered that it's it's been pretty I think impactful for our customers yeah we're getting a lot of good interest there and um a lot of good feedback on how we can continue to evolve it yeah yeah I like that because it does bring that Planning Development side of the house you know with the app owners together with the service owners and you're able to see that business app and the the services together right technical or or business uh so that's yeah you got two I call it the both sides of the same coin that's how I like to think about it exactly everything's so intertwined and so it doesn't really make sense to to keep them separate yeah yeah well cool so maybe we'll do is something on that topic at some point but uh today I I'd like to talk a little about some of the advanced use cases and service Bill there because a lot of folks don't know about service Builder but it's very powerful you came out with that earlier this year from my recollection it was it was later last year but yeah it's it's pretty new it's pretty new yeah yeah so it's kind of like a 1-0 you don't have a lot of iterations on it yet but I think you're getting a lot of feedback that's right we we've been getting some good feedback and it's built using a kind of a shared framework and so there have been some enhancements um you know through that shared component tree so to speak so one of the things that was recently added I believe in Tokyo was the ability to actually modify what we ship so customers can now add their own Fields change the flow edit the content that's in there and you know even add additional steps if necessary awesome awesome yeah because customers are always asking if they can't configure things and that's uh that's definitely in keeping with what we've been telling customers for a long time excellent yeah all right uh before we jump into service Builder I wanted to just take folks through the csdm context because I think one of the things you do in service Builder is that you you start out with are you creating a technical service versus a business service um and you know you go on from there right is it a business consumer you're dealing with or a technology consumer and then uh you have two different paths is that right that's right yes and then they they create the service records in those dedicated business and Technical tables that was introduced with csdm yeah and that's something we did a couple of uh releases ago as we created separate tables for business and Technical Services because I think traditionally we had everything jammed in one service table and it was really confusing for folks so um now the technical service has its own table and the business service has its own table and so does the app service which is in the middle that they're all distinct now yes exactly and so we do focus on those dedicated tables which I think does confuse some customers that um the any existing service in the base table the cmdbci service table isn't you know being shown in service build or having the option to edit or create into that table and that was intentional um because we do want to move forward and be aligned with where you're going with csdm and have those clear delineations so we can start to further evolve those records and experiences to be tailored to the types now if they do have a lot of Records in the base service table and they want to use service Builder what would you recommend they do do they do they re-implement or do they change the class or how should they get there we did provide a migration tool in Tokyo it's in the it's it's added as an action within the base service table you you can learn about it through our product docs and like release notes updates there so we do have that migration if if you feel good about the services you have and how they're defined and how you've shaped your offerings and you know connected those to the app Services then it does make sense I think to do more of a straight migration if you um are not happy with the services that you've defined meaning maybe you have duplicates or they're not really thoroughly vetted it's a good opportunity to kind of clean house so to speak so instead of porting everything over you could take some time and actually work through what you have and be a little bit more strategic about what you create in those tables yeah because because what I find is a lot of times they're created without the service owner involved it's almost like somebody that was setting up the help desk went out there and just kind of guessed at what the services should be maybe or or based it on the cues of folks working and that's pretty much it a reporting requirements but the service owner was sort of out of the picture so they didn't provide a lot of these other details you really need to know in order to understand the context like how is it used in the catalog or how is it connected to CIS or app services or anything like that yes definitely and so the service Builder is intended to get the service owner and the service delivery teams a lot more engaged in that service creation and management process you know continuing to update and enhance what's defined in those records awesome awesome yeah that's that is kind of a in concert with what I've been telling customers too on the cstm conversations because uh they just don't know what's really in there and they can really appreciate all this other data that's available and also the use of things like subscriptions I often talk about uh you can actually have a location as a subscriber or a user or a group or even a department so uh you know this this is a powerful little thing that none enough customers are really leveraging effectively is what I find yeah exactly or you know a lot of feedback we've gotten and one of the reasons we actually did create the the digital portfolio management product is a lot of the service owners aren't in service now because it's not a very friendly tool for them and so they have their services much more completely defined in different kinds of tools like a OneNote or a SharePoint or an Excel and so that data that you're talking about um they might know that inherently or they have it documented in um you know one of those tools or places but it's not operationalized and servicenow and there's so much that you can do once once you do get that hooked up into servicenow yeah yeah kind of like empowering the service owner and let them see everything associated with those Services uh exactly yeah yeah so so uh the one thing that I get a lot of questions on and I I just want to make sure we're in sync on some of this stuff and maybe there's some opportunities to extend is is really the difference between the technical and the Business Services and you have different consumers and I want to walk through how we how we tell customers what the difference is and and maybe talk a little bit about you know what we do currently and what we could do in the future we've talked about maybe streamlining how to define things like the dynamic CI Group which connects us the infrastructure down here but uh if you don't mind like to go through that a little bit yeah absolutely so when I talk to I mean and I'll just say I use your definitions within the csdm when I'm talking to customers that way we're using the same um sources of data and trying to be consistent with that message that being said right now the way that we created those dedicated tables is we really just extended from the base service table and the records weren't tailored I would say like the views um so what we kind of started with is okay we'll keep them consistent we're going to put them in their dedicated tables and then we can continue to evolve what is on those views like which which fields we recommend filling out how we can better Define those entities as what they're intended to support so when I talk to customers about Technical Services um what we're what we're exploring there is to say that they should be created to manage or provide the support for an application service and you know it's not end user facing it's it's much more something that's leveraged you know potentially by other service owners or other services um you know really to provide that that level of support so you could Define um your slas there your availability there um you create that relationship between the dynamic CI group or the application service and you really get more into that like operational you know technical side of things from the business service perspective and I think this is maybe where [Music] um it's I think more difficult because a lot of the customers that I talk to they're providing their services to employees or to the business or to end users um and the way that they're talking about them in the way that we would like them to to be defined and managed is like it's something that you would um you know be selling externally so you want it to be end user-facing you want it to make sense to that particular user you want to think about what value that they're getting out of it what things they might need to request to get help with it um how an outage related to that particular offering or service you know really does impact the business and so that's how we are talking about that so it's really kind of who it's for and the fact that a lot of times it's dependent on those other technical service offerings in order to work yeah I I often talk about this is sort of your last mile your your technology consumers are pretty much like teams that are but you know ordering infrastructure database services and they're standing up databases down here individually um and then you've got application service owners and platform service owners who are also providing those technology services for teams to use uh that's building I call them building blocks in the architecture space you know these are technology shared technology services or building blocks um and and they need to be requestible largely by teams that are that are building something right yeah and they're provided Services more as a layer like a layer of the infrastructure Network layer or database layer or compute layer whatever whatever makes sense um and and it all kind of comes through the the app Services where all these piece parts are assembled as I like to call this a system to be honest because application service is sort of sort of a misnomber and a lot of people don't know what that really means um but you say it's a system it's all a combination of all these underlying components that are working together to do something for somebody that makes a lot more sense um databases you know network devices Etc yeah so so yeah that technology consumer that that's how I like to explain it and usually you still report them if your infrastructure layer is not behaving you know you need to manage that expectation you know in in the Olas or slas that are defined in the offering but but there's a different team out here that's managing the end mile where the business consumers are and who they are you know what location was impacted because of an outage or what business unit or Department was was defected because of an outage that sort of thing yep absolutely yeah yeah so so um yeah so I think that we're definitely in sync in terms of how we use the definitions and how we uh Implement that with our product to support our customer base I think there's just not enough people that really understand that differentiation between these two and I think from a product standpoint we could do a lot more I think we were we were talking about this one here the other day this Dynamic CI group um in in the CMD when I go to customers now I often tell them that you need two people in the room to define a technology service here right now because you need somebody that understands the cmdb really well you need to understand you know what CI type is really my my service if I own the infrastructure services for networking for example I have to know where the networking stuff is so that I can Define that as part of my service it's related to my offering um what I find is you have to have two people in the room one is your service owner that could describe it in human terms they know basically the devices that they they own and how to characterize you know different slas Olas right some are maybe development environments some are production environments or whatever so they could Define the different slas but then they have to connect to Something in the cdb and that's where you have the second person that with that knowledge has to be involved yeah I'm really glad you brought that up too because one of the things that we we wanted to do with the service Builder is enable teams to collaborate on how a service is defined and and the relationships that are mapped around it because just like you said there are so many different people that I think have to come into play to get all these decisions made for example like for certain types of services you may need input from legal you know you may need policy work done you potentially you'll need to talk to you know the marketing teams how you're going to roll this out or how you're going to train your support group so a lot of um people and different functions come into play so what we wanted to do with the service Builder is to allow users to to basically create and then continue to save draft versions so you don't actually have to publish it until you're ready so if you have those two people in the room who can can fully Define this together at the same time that's awesome and then if you are working remotely or if asynchronously the other thing is you can have you know that individual go into the Builder and kind of add those those relationships ideally and and you know slowly build it out over time with our traditional records right you you you enter data into a couple of fields and you have to save it and then it's available so yeah yeah I noticed that you can you can put it as part of a workflow even and get it approved so the the life cycles I guess you've started to really leverage the life cycles more in terms of um you know it's an idea to maybe a draft version versus you know during the approval process and build process and then eventually it becomes operational you know very similar to how we think about the Ci's down here uh so you're following that same life cycle approach right is really the idea exactly exactly kind of creating that almost a scratch Pad so yeah things can change you don't have to commit the exact value for a specific field right now you know and we also wanted to hold back the business rules so if you haven't entered a required field or if you haven't added a specific relationship that may be required you know within your organization we won't actually run any of those business rules until you click submit or save like to to publish that service that way again you can be it can evolve and and you can iterate on it that's cool that's cool and so it doesn't have to show up in Incident Management yet because it's not quite done yet right so exactly all these processes are are really looking at that life cycle and paying attention yeah so exactly yeah okay very cool very cool um yeah and I do find that some customers they as they're defining these Services they get they basically flesh this part out but then they gotta to do the next it doesn't exist yet that's where they have to get the other people involved or uh you know to create the app service that doesn't exist yet to connect or even the catalog item because you know that doesn't exist yet either so yes yeah right now it's really just linking things that already do exist and so that is one place that we want to improve how can we enable either like um creating a request for someone to create something on your behalf if you don't have the right role or permission to do that yourself or actually be able to create something you know so that's right one thing that we are doing is we're working with the catalog Builder team to create a closer kind of relationship between the service Builder and catalog Builder experiences so that if yeah so if a catalog item doesn't exist yet and this Persona can also create catalog items then they could actually go and do that or they could potentially again create a request for someone to create that for them we want to build out some of those use cases that's awesome because I'm what we're seeing is a big shift towards product centricity and teams you know one team owns everything it's like they should be responsible for not only defining the service that they own but also the catalog item and how it's exposed and maybe the the app service and how that relates down here so one team sort of has different positions and they all have it they they're all working on the same sort of deliverable if you will but they they all have different roles or maybe at a really small organization might be one person that just owns everything and they have permissions to do everything yeah yeah cool yeah so that's uh that's a it's great news to hear that and I uh I I do think also this last mile is quite interesting and and what I'd like to understand it what you're seeing in terms of picking up subscribers because I think it's a really super powerful when when a server goes down here and you know the app service that that uses it or multiple there could be multiple services that that use it uh and then you understand the offering of course service here for metrics perspective but then I think the real power is understanding oh everybody in this location is down because this is a critical server that let's say uh provides networking capability for everybody in the office or you know networking gears down or a specific set of users or even a business unit like HR can't do their job because the HR System is impact uh impacted by a server failure that runs that that software so uh but what so that subscribers sort of that that hidden little thing I think is super powerful but it just underutilized in my opinion and I I'd like to get your take because I think if you if as people come on board the organization or if uh the request process is tied in and you're able to you know establish who the subscribers are when they request stuff uh it becomes so much more useful in change or incident processes um what what are you seeing out there what do you think about this whole capability yeah I absolutely agree I do think it is quite underutilized and I I think that there's a ton of value in it so the like you said what we do is we give different ways that you can associate users to an offering and you can do that like you said by location or by group individual user um or things like you know the the company or the department and so what you can do is you ideally have these things set up through um you know having your users pulled maybe through an integration that's managing all of your users but you you have your users in the just that base this user table and then when a user is added to let's just say a group for example when you associate that group to the offering that user is then Associated to the offering and so you have that line of visibility where you know the number but then you can also see the actual individual people and one of the ways that we suggest thinking about how you can differentiate your offerings is who has access or who is leveraging this particular thing like who who have you created this for so if it's like you said for a particular location then you can see all the people that are allocated to that location are currently being impacted it can help you get better Clarity around the level of impact because not just based on what the business criticality is but the number of people are the type of people who are who are being impacted yeah I I think it's so so important and one of the things that I've I've experimented with is you know asking the service owner who are your consumers who who consumes this and how can we Define that in terms of this information down here right it's is it is it everybody in a department is it a specific small set of users that you're tracking or users in a group uh and when you do that you're able to gather that information at the time of creation or or manage it as it changes right or say let's tie it in with this integration source which provides that detail uh how do we you know so they have an active picture every day who's consuming their stuff and then of course that feedback loop can kick in and you can ask them you know how are things going does this work you know who you know who's using your stuff that's that's really critical yeah that's a good point definitely the feedback loop um you you know who's using it so you can request feedback or if you're looking at different ways to enhance or innovate on what you're providing it's a great place to go to to get input and and learn what is needed or what is desired and then um one other thing is you can you can use these today to to link or or to I guess I I should say to determine access to catalog items so that's also a way that you can kind of connect those two worlds So based on the users that are linked to your offering um you can you know Define or use that to say which users can actually see and then either let them subscribe to to your offering you could use that as a mechanism to get subscribers or request a particular service um or you can use that to allow those dedicated users to get help with certain items yeah well and I've talked to customers who's you know if they do this well when this user comes back whoever that individual is you already know they're in the system they're part of the group or they're individually subscribing to that service you could say here are the list of things that you're subscribed to what are you calling about you know yeah right it's like when you go to the phone company to pay a bill well which phone or change your phone or you might have two or three phones in your family which ones you're talking about you know they know who you are they're billing you they you have a portal to come in and ask for help or to change your phone or discontinue service or whatever exactly there was a really cool use case um that was by a city where they used the catalog item and then the subscribers where if one of their constituents in the city reported an issue via the catalog they could say you know maybe there's a light out on my street and so I you know we need to have the the light bulb updated so they request that and by doing so that will actually subscribe them to the offering so that they can get updates about the progress of that of that work being done and then um yeah so they kind of tied it to they created a flow to um to subscribe them and then also to give them targeted updates on the progress and then once that was closed they then would unsubscribe them from that offering so now they'll no longer be getting those updates so it was a really great use case yeah cool yeah all right um yeah so I think I think that kind of exhausts a lot of the I would say interesting things here the only other thing I can think about is I know we also put technical service in there as part of the portfolio and we do have these kpis that can roll up you know into the into the service um business or Technical and then to the portfolio uh just a little bit of sidebar on that one because I do have a lot of customers that want to set up this portfolio structure and we have these Enterprise portfolios now in DPM is that the same as service portfolio is that something different uh can you exactly elaborate on that a little bit yeah no that's a really good question and that is a point of confusion it the Enterprise portfolio is right now the service portfolio the reason we called it Enterprise was because we want to build that out to allow customers to create different kinds of portfolios the the main idea around the Enterprise portfolio polio is basically its relationship to the personal portfolio So within DPM we have these two different portfolios personal is something that you yourself as an individual user can log in and you can create a portfolio it's flat you can put anything you want in there business applications Services offerings application Services Dynamic CI groups and you manage that or or you you think about those things as as what you care about and what you want to know about you can create as many as you want and it's really just for you the Enterprise portfolio is something that the organization says this is how we think about what we are providing it's it's and it's usually built with an intention so it's either like how do we roll up finances or how do we organize Things based on levels of ownership and responsibility or how do we organize these to do reporting so right now it's just looking at the service portfolio but one thing we keep getting requests from and something that's that's been added to our roadmap is to allow customers to create flexible business application portfolios just like what you were talking about so many organizations are team oriented so what within the APM space there are structured portfolios that already exist what customers want to do is say hey I want to I want to create a portfolio where I can just roll up specific metrics that I that we need to report on um or I want to create a portfolio based on my team and organization structure and hierarchy so I could see how my teams and then groups of teams are performing for their apps so those that kind of flexibility so it's something that we're doing but like you said right now it's just looking at the service portfolio got it so we got big plans for this so watch for I would say additional functionality and DPM and we'll have to do a whole separate section on that because uh yeah that's that is getting a lot of attention I I talk to customers all the time and they the ones that look at it they love it awesome that's always good to hear absolutely uh but yeah I think that kind of rounds out most of my questions on this slide is there any anything here from a csdn perspective that you'd like to to ask me about that you might have questions on or um pretty much straightforward you know I think this was really straightforward I think like in the future it would be so nice to to Really hash out or sit down and and kind of create those dedicated record views for the technical versus the business service and offerings because even though the offerings live in the same table that's really where our definitions come into play like real the differentiation between um how you're providing or delivering on something is at the offering level so it would be so nice to talk through like how we can we can better dedicate those views I think that would be great and I'm starting to see customers really demand that right they want to be able to you know get these guys work with the the guys that own the app service mapping process or Define the app service mapping parameters that could fit in fit into it for example if I know it's a platform type of app that I own you know there should be some parameters that send into the off uh the process to Define this thing as a platform or infrastructure which infrastructure is it networking thing to define the query automatically is part of the dynamic CI group but yeah close the gap there I I 100 agree that would be great and I think we're starting to see that you know the convergence of these user experiences to kind of come together um absolutely yeah the the cool thing is that we have this natural language query capability we added uh just recently and and uh in the Tokyo release uh and just before that as a uh earlier with access but now we can Define that query by just saying you know all the server you could just say in English give me all the server CIS in this data in this IP range and provide the IP range and it provides it generates the query for you and you just execute it you can plop it in this Dynamics say group and you're Off to the Races so uh yeah that's a real game changer yeah you don't have to be an expert on the cmdb CI structures and all that you can kind of describe it and if you and if you do need help it pops you into the cmdb query Builder which is a nice UI that says okay here's what I'm occurring across these two or three objects what are the filter criteria and what are the relationships between them so anyways there's there's a nice experience there that I I'll put a link in in here on how to learn about that cool um okay well I I can't think of anything else here the one thing I wanted I did want to highlight which is coming soon uh probably in the Vancouver release is that we do have the ability to bring information in around cmdb from multiple sources like if you have SCCM or Discovery or other sources we can basically bring that in through the ire and reconcile if you have three sources for a server for example we can reconcile that we're extending that capability to other non-cmdb records so if you have for example multiple sources for user information active directory and and HR systems like workday you can now do you leverage ire for that and and set up rules on what to use from each source and how they merge into one user record or one location record or one organizational hierarchy so that's something we're extending some of our functionality to manage data outside just traditional Ci's that's really nice yeah customers do struggle with that it's a very similar use case as seemed to be but uh when it comes to this information they have locations from different sources or you know company records from a financial system but then they also have something in after directory that they would like to use so anyways this this helps to bring all that data together and now there are no excuses for not using subscribers that's right that's right no no that's that's a perfect point the subscriber information could easily be brought in and in referenced you know if it's all there and it's funny I do part of the see this the the approach we take now the governance the the way we say here's how you apply csdm is you know start with that Foundation data you should get the people right get the locations right organizational hierarchy right assuming you did that when you get to crawl and walk and you're defining those Technical and business services you're you're ready to relate them to that core data you know it's all there exactly that's that would be an ideal situation I think we can get our customers there uh well we're working on it there's light at the end of the tunnel I love it yeah all right um so I I that's pretty much all I wanted to cover on the slide where I could bring up an instance and go through just want to walk through service Builder a little bit so this is my instance here my demo instance and service Builder that's available in the store right I just want to clarify that there's no charge um because it might be misleading in the store where it does say it's part of SPM but so I got questions on that that's right it's it's available in the store as long as you have an itsm standard SKU you're good it's available it's not extra fees all right well now that that's clear everybody can go download it and I'll provide a link in the description here so people can grab it right from the store if you don't have privileges you go work with your platform administrators and they can get that going for you yep and uh so this is you know how do you get to it just look for service Builder and it's its own workspace right it's kind of its own little work exactly yes so this is kind of what I was talking about where we are kind of sharing this component tree so if you're familiar with the catalog Builder it's very very similar okay and that's why you're going to be able to collaborate with the catalog folks because it's all the same building blocks can be now mixed and mapped and merged together in new workspaces is that right that's right and one of their key Target use users for the catalog Builder we're service owners or service teams so being able to empower teams to create their own catalog items because traditionally I guess it's pretty complicated so it fits really nicely excellent excellent yeah so uh here you got the two different paths highlighted creating your business versus the technical services and you can see these are the ones that I've already created and they're in different states in terms of the life cycle so I've got one in giraffe mode and I got one already published um horrible name right but hey this is a demo um so I'm going to create a business service just to kind of walk through one and what I really like about this and how I what I really hype to my customers is it's not only the process of creating this thing but you're learning what this stuff needs and and sort of what you got to think about or consider in the process of defining it and I love that about what you what you got here yeah yeah thank you exactly I think a lot of times when you look at just our lists and forms it you can't get the whole picture it's impossible to see it especially because a service is is really the sum of its parts and it has a lot of different parts so we try to bring it together yeah yeah absolutely and I like this where you kind of outline on the left all the major topics you got to consider here and and the cool thing is on the right you've got this assistance right along the way uh to kind of give you some suggestions and pointers and things like that and then you got further help which is like right here embedded in each of the attributes where you can hover over this little exclamation point and see even more detail I love this yeah one thing one piece of feedback we were getting especially from customers who are interested in service portfolio management what were as about like how are these fields used so there's a lot of times concern or um maybe concerns the wrong word but if if a field were to be used in a way that isn't in alignment with what was intended and potentially breaking something or causing up or Downstream impacts and what we wanted to do is we wanted to try to give a description of what it is and how it's used yeah well I love that because that's where csdm got created I mean I remember we were in a room in knowledge 17 and I represented the I think at the time itbm portfolio uh it's now SPM and then they had an itm counterpart we had an itm counterpart so all these people from different areas of the organization all knew we didn't have a common way of defining even the tables we were talking about and let alone the attributes at this level so I'm really glad glad that that this has come around to this level of detail yeah I think it's a huge step in the right direction yeah and so here's the the life cycle phase and Status these are the ones that we of course defined in the in the uh the new ones the that's part of the csdm effort uh so you're supporting that natively which is great and by the way just to let folks know you can't customize these life cycles so yeah you can but what we're looking at is more automation around changing these or using these in processes so as as Caitlin highlighted earlier you're leveraging this to down this Downstream here to be able to show up in certain forms like Incident Management or whatnot so we don't want if you add something we won't know how to process it in those forms you just you have to change the logic here too yeah um okay and so let's so you got through you know these different sections down the business case which is great you've got the the Team Dynamics and these are where if you don't have the people or group set up you really you know what do you do you know so you got the individuals folks uh and I and I do I do see folks asking about vendors or and I noticed that you can set a vendor at a service level or at the offering level so if you have a vendor provider that's uh going to provide that service is that the intent here really is uh making sure you have traceability and you can pretty much go to that vendor if you have an incident for example on that service yeah exactly exactly so sometimes you'll have different vendors who are enabling different offerings so we wanted to give the flexibility to Define it at both the service and the offering level depending on on what you need awesome yes and then you get into the performance which basically your kpis and you have to set that up right I think this is one of those things where you got to think about your apis but you give for everybody some suggestions on the kind of kpis that make sense um and that we can provide if you have Incident Management or whatever exactly yeah so so this is also tied with the digital portfolio management So within DPM we'll surface these metrics so the way that it works is you can if you've Associated this service with a portfolio that and that portfolio has an Associated uh kpi group what you can do then is that that service will inherit those particular kpis because those are the the metrics that potentially the organization wants to track at each level and Report out at a at a higher level and then you can also tailor metrics to a specific service or even a specific offering so you can start with more macro metrics that are applicable and then that way also you don't have to assign metrics to every single service or offering we do have some of that inheritance kind of built in and then we surface both in DPM and we we give you that roll-up reporting and we also give you a breakdown so you can see where the numbers are coming from with regards to the the nodes of your portfolio or the services and offerings yeah we're definitely gonna have to do a separate session on DPM alone that that is uh yeah yeah there's a lot there and we we just can't cover all here but uh yeah that'd be great yes absolutely but but it all comes from here right like you said if you don't Define them at the service level you have nothing to propagate up right you have to have them defined somewhere yep and then you go into the offerings I'll get a lot of customers that don't really um think about this and what did I miss here warning complete step one what did I not oh details I've got to give it a name haha all right uh and now I could go to the offerings and you're saying now you're tracking this as I build it right in the background but it's not you know ready for prime time it's just being stored and I can workflow everything later if I want to is that right exactly so this is where that draft and published comes into play um on the review and submit page there's a button where once you hit that submit button that's when you publish it um but until you do that everything's in draft so it's not like visible to any other processes again this is where you could just put in a placeholder name and you can come back and you can add that later or you can see okay I need to you know identify who the users are going to be you can kind of use this as a template and fill it out over time got it got it excellent um so let's go back because I didn't don't hide any offerings yet I think this is where the meat of everything kind of happens at the offering level that's right and what and what I suggest to customers is that they Define at least one offering um well they have to really they Define a lot of the stuff that's meaningful uh that was weird um consumer type so you have a lot of the same information about uh the service but a little bit more detail describe the offering uh prerequisites for this if there are anything um Team here this is where also you get into the same kind of team levels now how does that work from a team perspective I I notice a lot of the same information is here I guess so somebody could own the service overall but you have may have different owners for the offerings is that right or different that's right exactly so what we actually did was we we created um a couple of rules where we will automatically populate these fields with whatever you've defined at the service level to just try to remove some of that like duplicative work um but they can obviously be updated if the owner or the delivery manager or the vendor you know is different so that was one of the things that we tried to do to to remove some of the repetitive um nice yeah so so it's like you're pre-filling the forms at this level because you've formed it already in the service level so exactly exactly nice okay okay so and then one thing one thing too to call out it's like a little bit of a tip is if you have multiple offerings that are similar what we suggest is you create one and you try to put as much of the detail as possible in there and then you can duplicate it and then you just update it so that way again you're not having to type in and do all that repetitive work over and over again so I can go through that when we come back to that original page very cool I like that so if the only thing different is maybe the delivery manager right because it's a different team or whatever uh different location who knows right but that's the only difference everything else can be the same you just go and change the delivery manager and you're done with the second one exactly exactly because a lot of times we hear like well it's pretty much the same but we have different slas or we have a different availability commitment or there's a different price associated with it you know those kinds of things where it's really the same except for these specific areas and so instead of yeah having to do it over and over again we try to make it easier yeah okay and now we're getting into the meat I think you mentioned some of these already and we talked about subscribers but this is where you select or relate those specific subscribers like a a location this would be your location hierarchy everybody in Boston or in a specific uh street address you know so this is a whole this could be a whole hierarchy of locations that are aligned to the way you do business and um you can kind of put all that in there and then you can miss I notice you can mix match these things uh just to kind of put in a lot you know here are the users locations departments groups and so on all together yeah exactly and so as long as you have users that are associated to the group or the department or the location we then also will give you those subscriber counts um you see them on the records but then you also see it in DPM that's pretty that's beautiful so if you know that everybody in Boston for example I think that was one of my choices Boston you can go and look at all the folks that are deployed to Boston and say okay here's the 1500 people we have in the Boston area they can all be infected exactly and so then if there's an outage and it's impacting that particular offering all the folks in Boston you can then also kind of get a sense of okay we have I forget the number that you said Mark but that number of people are currently unable to do X Y and Z so it can also help you understand impact yeah because a lot of customers have these weird models where they try to deal with it at the CIA server level and it's just impossible to manage but this this puts it in the hands of the service owner right they Define the stuff and it just works right I love it yeah um then we have commitments here uh kind of like SLA Ola type stuff I guess is what this is and you can have whatever defined commitments and SLA contract is is that basically for contracts from your uh providers so if you have a vendor and they have a contract you basically select those contracts is that right yeah exactly yep and then this can help you like so whatever might be a defined or agreed upon in that contract then you can extract those service level requirements and you can put it paste it into that field above and then also create the the appropriate commitments um for that and then any additional contracts so this could be a contracts that you've had before but that are no longer it's more for like auditing and historical purposes um to give you that traceability what I noticed is that like we have a vendor management capability and looks like we're doing some uh work I don't know if it's out yet is is to mine the contract for some of the details that we can use in here for example is is that are you tied in with some of those activities and products we're not we're not at this point um but that will be something that we could look into I wasn't aware of that and that's really cool because a lot of times there's a lot of language around the service level requirements and so you want to be able to like have that very easy easily accessed you know so if you want to put it right here on your offering form you can and you can form it um you can format the text and and stuff so it's easily readable and then you can create the right commitments for your offerings but it all comes back to that contract yeah agreed and as so service integration and management is a big use case that can we can really start to flesh out here as well uh to be much more seamless and automated yes I agree nice we've got the catalog items you mentioned that earlier this is where you specify those catalog items and and if of course it doesn't exist maybe this is where you can interface with their user experience to create that item exactly so that's one thing that we would love to to kind of bring together is if you don't have one well it would be really great if you could actually go and create one or create a placeholder in the Builder and then come back and and work on these things simultaneously so that's something that we're working on now yeah awesome yeah really closing the loop on everything related to this um yes hello and then dependencies Depend and application services this is where you start to connect into that item world where we Define those app services that are providing this particular service and offering yeah exactly and then again just like you mentioned um another opportunity here where maybe an application service hasn't been created yet but so you could maybe create a task especially if this is a service that's being developed still or designed even you can create a task or a request so that the action that's required to build that out is captured and you have that work um and it's linked then back to this particular record um yeah servicenow yeah awesome yeah awesome so I tell a lot of folks they don't have to learn csdm anymore they just go in and follow follow this process to create the service the offering and linkages to catalog items and and app Services it's it's just creating that diagram we just walked through a minute ago right so uh without having to think about all of those relationship types and stuff exactly love it um just a couple more things I want to I want to cover um financials uh so I I like that you have a price so this is how you expose what price might be exposed to your your catalog right so like a not not really a chargeback but maybe a showback function is that really intent at this point yeah and and customers have used this in different ways uh and and some actually have built this out further so um this could be a way that you're differentiating something so one of the and this is actually more of like a technical service but like you mentioned like I need to request a new server be stood up and so yeah the offering can represent the the different parameters around what kind of a server like the capacity and all that and then also different levels of Maintenance or service for that server and then they can Define all those things and so if they do have a model where it is acting like um you know they almost like contract with the business then they would say Okay business this is how much this would cost if you need this service from us yeah so this is an accounting levels this is we're pretty much just so you can manage the service overall and discuss sort of net pricing compare and contrast them is that right exactly it's like a place to document it again all in the name of of how this service service offering is is defined and being used uh and then the last thing is performance which again those kpis yeah so you fill those out uh so saving and closing and I come back to this screen I've got the new offering now in the list so this is what you're saying you can clone this thing I didn't know that so is that something I could do right here exactly so when you select it then you see up on the top right it says you could delete or you could duplicate oh nice so you made it really easy so I can have all my different offerings here duplicate them change the one or two parameters that might be different and there I am I'm often exactly exactly beautiful beautiful and then the last big step in the whole process is uh you know review and submit this it tells you everything you've got set up here um and once I submit this this could go to like a workflow it can go to you know what are the options here that you've seen or what we're playing yeah so most of the customers we've spoken with they would prefer that this go through an approval process that way there can be um just a level of oversight to make sure that the form and fields are being used correctly and that you know certain requirements and criteria are met for that organization and so what this can what you could do is you can hook this to like a flow designer flow and and have those approvals in place and then one thing that we're looking at it's in our roadmap is to actually create an out of the box approval flow and uh and also kind of create a hook so it's easier to hook your approval flow just directly to the submit button Just Want to Thank You Caitlin this has been awesome I think the the use of the service Builder is critical to implementing csdm because you just create the model as we prescribe you know it follows the our recipe from the modeling point of view and of course uh you know service Builder follows the best practices and a lot of what's provided in terms of advice to get this thing running and uh integrate more with other processes within our platform I think this is a really powerful thing yeah thank you so much Mark I appreciate the opportunity to do this this was fun yeah same here we'll we'll do another one for DPM next we'll we'll slate we'll schedule that one out next sounds good