so welcome everybody thank you for spending taking the time of your day here to uh come to our Workshop a couple of housekeeping things we're going to go through first and uh introductions and then we'll start in with with the agenda and all right so Mark maybe the next slide okay so just briefly with our Safe Harbor notice right today's Workshop is really designed around all the functionality that's available right now we may in the Q a we may discuss some future functionality that could be coming again this is to the best of our knowledge that we know right now but given you know priorities and business plans that could change but the majority of this information is all going to be around uh capabilities that are available right now next just a few housekeeping things to go through first of all is like you know we're asking that we're going to keep everybody on mute here just to be able we got a lot of uh material to get through um we're asking everybody to have questions please put them in the chat as we go through this presentation there's other folks from on the team from servicenow they'll be able to answer your questions in the chat right and then at the end we'll be able to open up to where we'll be able to have a q a session at the end right the session is going to be recorded if there's a part that you get that's missed or if you like to go back and review it's going to be available on the servicenow Community page to be the under the SPM Community page right there's also going to be a toolkit out there to where you'll be able to take that with you right so that's where you're going to find your toolkit and Mark's going to explain that more then after a session he'll be prompted to take a short survey we appreciate your feedback so this way we can make improvements going forward next so I'll introduce myself I'm Mark Casto I'm a principal product success manager for the Strategic portfolio management formerly itbm product group and my specialty is APM so I'll be presenting to you today and I'm joined by my manager um Tony Panama Tony so today what we want to do is we want to there's there's people with various practices there's that there's a lot of customers out there who haven't yet gotten started so we want to give you information and a toolkit to help you get started with a minimum viable application portfolio of practice and our hope is that we can show you that there's value in just getting started you can quickly get to a degree of value and then as you make sure of course you get more and more value our agenda today um would do an overview of what is APM and so for people that are new to it not familiar with the product we're going to give you a quick review of it um you can't talk about APN without mentioning csdm common service data models so common service data model we're just going to give you a quick introduction there's tons of information out there on common service data model but we want to show you how it ties into APM it's the backbone of it and then we're going to talk a little bit about how to realize value how to get that early value out of it and it's just a suggested approach I hopefully it'll make sense to you uh and then we're going to get into the real meat of this program which is how to set it up and how to start and build an inventory this is where we'll be referencing that toolkit that Tony was talking about with built and provided you um several things including printed guides and videos that lead you through setting up AP and building the inventory Next Step part of our value equation is measure the inventory if you want to improve something what do you do first you measure it so we talk about that in a simple rationalization process and then we're going to talk about some more advanced possibilities demands capabilities and a road map how would mature your practice and then at the end we'll have a little bit of time for Q a again put your questions in the Q a and um my peers and and Tony are all on to help answer questions and then we'll also discuss at the end so we want to start off with a quick survey so we have a poll here if you wouldn't mind um if you could provide us an answer and all we're looking for is how do you are you doing application portfolio yes it could be with a spreadsheet um it could be by um inmates you might have another commercial tool you might actually be using service now already and you're here to learn more um again this is this program and this session is for everybody but we really want to make sure that if you're just getting started and you're thinking about it we want to give you something to make it easier for you to get started man thank you most looks like a lot of people are just beginning that's wonderful thank you for joining us and considering um using APM give it another moment uh the second question in the survey was this one where where are you everybody's responding wonderfully right and just a couple more another minute maybe we really appreciate you filling in the poet it actually helps us to develop more content like this okay um we're all in the poll we'll talk about it here at the end um but looks like 45 are just beginning their APM journey and again thank you for joining us today so let's talk a little bit about APM um application portfolio management is it's not a New Concept in fact it's been around since the 60s people started keeping a list of those those key applications and the word application is is really horrible because as so many different meanings you ask any set of people you're going to get as many different answers as you'd have people um but the idea of this system this this system that provides values and there's so many other words value streams uh Services Etc all of that plays into it it's been around since the 60s 90s popularity grew um and some of the founding principles were done in the 80s but in the 90s is Y2K approach it became very popular and the tooling started to grow so application portfolio management Enterprise architecture began to move from spreadsheets and pictures drawn on on stuff into Dynamic tools and Automation and servicenow um to be honest we were a little late to the game but we have a really strong offer and we have something that others cannot do because we have so many facets of your world your Enterprise in the servicenow platform and we're going to show you how all of this connects together so what is application portfolio management it's managing and optimizing what we call business applications you also hear me call them Enterprise systems trying to get away from that application word um but there's questions you want to be able to answer with something like with an application portfolio management practice what applications do we own what's out there running and who owns it that in and of itself is our first value proposition that's important if you don't know that it's running around blind trying to find out who owns this system which applications should we invest in there's the next level of it where do we spend our money how do we how do these applications align to the business we do that through the business capabilities what are the critical services that they that are at risk due to Technologies so one of the things that we want to do is align those Enterprise systems business applications to the Technologies and and where are we exposed for risk what information do we use so application portfolio at its Center we have that inventory and with the inventory we have things like artifacts and this is speaking to servicenows application portfolio management we have the inventory at the core of it artifacts the tools and Facilities to help with rationalization tools and Facilities to help with governance we provide an information portfolio so that you can align your applications to a logical set of information did the application uses that starts to play into risk evaluation and those sort of thing the business portfolio what are your business capabilities business capability is what your organization does so you want to be able to align your I.T tooling the things the systems that are running to the capabilities and so that you can understand what's being supported you can decide what your key capabilities are helps you to know where to invest and where to worry technology portfolio again that's that technology bill of materials or architecture that that your your applications are comprised of and then filing technology reference model this is a new feature as of Tokyo you can Define the standards for your organization declare what can be used what should not be used by at the version level the key use cases that we support you see app inventory there in the middle but you want to be able to maintain that application so data that's a process that you'll introduce as you start this journey one of the things you're doing is starting that process of maintaining that inventory servicenow provides you tools to help do that you want to be able to assess and measure that application inventory align your your Technologies align your business the business capabilities part of the technology dependency and also other things you see aligned to itsm activities like instant problem and change that comes through the idea of taking this abstract concept of some application um say for us we service now we call it surf but that's where we go if we need a new laptop or we need something else and how does it map to the infrastructure what happens to that where's that infrastructure deployed all of these things are are part of our key use cases here 8 p.m and especially the business application what this diagram is showing is it sits in the middle of the servicenow platform and it takes advantage of or participates with all of these different products at the top uh Financial modeling for for uh total cost of ownership PPM this is how we interact part of what APM and we'll see another graphic in a moment APM can drive where you help Drive where your Investments are the work that's ongoing especially in it itsm instant problem change vendor management change Bank you know uh contract management all of those facilities start to connect um and are part of that view of what is your application inventory doing GRC integrated risk and audits I Tom we talked about being able to map from that enterprise system business application down into this deployments and the the stack of servers and deployed software and databases and all of the infrastructure that makes it up platform we use things like surveys assessments service catalog data certifications and then finally another one of the biggest interactions is it asset management software and Hardware Asset Management can be R can be or are integrated with APM in our our technology portfolio management so that you can create that list I call it the technical bill of materials here are the technologies that we use in this particular instance of this business application so APM is a sponge it's connective tissue sitting right there in a minute in the middle this graphic is extremely busy and we could spend our whole time discussing just what's going on here suffice it to say is what we're doing is we're taking it from the front end where ideas and Innovation starts to happen it becomes a demand pipeline this is where not only I.T but the business is very out where do we invest that includes the Strategic roadmap continuous planning there's this essentially a system where set of systems driving work and investment and it could be operations work it could be a new investment epics it could be Pro projects programs all of these things happen to deliver outputs for your customers what are the key inputs and one of the key things is tying things together here in this green screen Square this is APM sitting here and see how it's tied to the front end but it's also tied to the back end it's tied to once these things are deployed and running we have to manage the risk we have to manage the services what about incidents and problems all of these things feed back into APM and then from APM back into your demand and into the big software machine if you will so any discussion of app case portfolio management has to bring us to Common service data model if you've not seen it there is a whole wealth of information on community and just about any site that servicenow touches YouTube you could find probably a hundred videos on csdm this is csvm4 and essentially what it's showing is the underlying data model the key things that we're working with in APM are the business application this is the main guy that we're talking about today we've mentioned information we've mentioned capability we're going to talk about it a a short period we talked about tying into infrastructure this is the application service so if I have the abstract notion of a business application I have a deployment of it we call it an application service and then here in this extremely undersized box is the cmdb this is a representation of everything that is running be it in the cloud a data center wherever these are the servers and network facilities the infrastructure CIS we call them um we have a consumer model over here we're not going to talk much about it today we also have the technical services that are providing not only the applications but providing that infrastructure and supporting that infrastructure so there there will be plenty of sessions on csdn we're constantly having sessions about it so follow with us the thing I want to address here though because we talked about that horrible word application so in servicenow in particular application is something that's in the cndb and it's actually discoverable electronically you can have probes if you will to find a a server that's running maybe in the cloud or in the data center and it can take apart that server what's running on it and it finds things like web web servers application servers databases Etc et cetera running on there those become applications singular just application business application so in this in in our minds this is the physical world here all the way to the Other Extreme in the abstract is this notion of the business application there's dozens hundreds of them even a typical Enterprise may have a couple of thousand one of the things you do is a part of it what we're going to talk about today's rationalization if you have three thousand maybe you want to get it down to 2500 rationalization can help you with that but rather than doing it down at this level where individual bits are installed we want to do it at the high level here is this application is providing customer relationship management and we've got four of them that do the same thing let's rationalize and get it down to one we'll get rid of three and their Associated expenses next is application service that we talked about application service is a deployment of our business application so I've got a production deployment I've got a development deployment I've got a deployment on the east coast and another one in the west coast just so that I get better service for the constituents on those those regions and application service by the way is made up of these guys of their applications so applications working together the web server the application server sitting by the database server the middleware such as message cues Etc all of those things working together glued together if you will and supporting or making or making the application service is how it works so it's very very simple example um this is kind of pretend rather naive we want to keep it simple we have a business capability email and collaboration we have a business application so happens we call it Exchange we have a deployment of that business application called an app and it's an application service this is our exchange production it's got exchange running on one system running on this Windows server server ABC is also using SQL Server so we have a database server that's tied to it we have a dependency line between these two all of this is down in that operationals operational area when you think of csdm orange is operational so here's a logical entity but these are real things you can put your fingers on and put your hands on them you can shut them down you can turn them off you can throw them away again these are the real things are picked up by Discovery or some means of of Discovery kind of in the general sense could be servicenow's Discovery they're hooked together they're tied together they make this happen which in turn is represented because we also have a Dev instance we have another region instance all of them were tied together by the business application which is in turn providing this capability uh at the business level if you will another example that will come up what do you do about SAS SAS doesn't have any infrastructure it doesn't have servers in a data center it does somewhere but you don't know about it you're a consumer so what do you do with these well here's one we have uh we're using workday workday is what we use here at servicenow to schedule our vacations put in our employee information that sort of thing change your address it has a capability that it supports called employee management workday is the business application and I didn't put the prod on here but imagine that there is indeed a product I might have a Dev instance as I go through and and and you know model what I'm doing I want to understand the connectivity another couple of things I've brought in here is the technical service this is the teams that are supporting and providing workday for the rest of the company another thing we see here is these other applications because workday has all of our employee management information they use that information to do their things so workday is the source and then application these other application services are just dependent upon it but guess what we've done here if this guy is down these guys are cut off so we got a problem so from this we understand that dependency so now we want to transition into what I would call our value proposition for this session how do you get value out of 8 PM out of application portfolio management and how can you do it quickly it can take honestly years to mature a full-blown application portfolio practice but you can start get value getting value rather quick um first and foremost just having that list um I don't know about everybody myself I lived through the 90s in the Y2K area and there was a mad rush just to understand who owned these systems that's just having that single list and timing again we see people will do it with Excel that created SharePoint site it's all fine but if it's not centralized and managed things start to fall apart so having that single source that has value in and of itself you establish the processes to intake maintain and even retire these application business application records um and then you begin to measure what we're going to introduce today is that very quickly you can stand up and start to measure it is subjective measures objective measures are a more advanced subject and we'll cover them in a later session but a subjective measure of business value and Technical risk that can in turn give you the foundation for doing a simple rationalization and maybe you don't include all of your applications you just get a percentage maybe it's some key application David's applications from a single Department there's all kinds of variations on the theme the hopefully the idea makes sense once you have those evaluations you can rationalize we use demands we're going to talk about that a little bit to indicate a business case for it you can do that all in the system and it can be very efficient to making a program that can run this kind of stuff so this is kind of a simple guide to that getting to rationalization establish an inventory we're going to talk about tools for doing that I've provided you in the toolkit a template and also a guide on how to um how to set up AP and how to import that template um see the toolkit for the import template um business value technical risk the toolkit is going to cover it we're actually going to watch some videos here in a moment about these things then you rationalize the inventory um we'll talk about the tools in in servicenow there is actually an analysis facility that allows you to rationalize that inventory and then once you've made a decision you've created demand a business case you might create multiple business case and then you pass it on to the next step you evaluate the cost and implications foreign X this is just the same thing but we're writing out the steps this is a very busy screen so I'm not going to read it all to you but we discuss here this is this is part of your takeaway because maybe part of the toolkit if you will what is your approach establish that that inventory Define your minimum viable assessments uh we use business value and Tech risk because it's very popular you may be familiar with Gartner's time model that's what we're doing with this the steps to it we describe it gets your attributes get it together we'll show you how to import um and then work with your your selected team to build the inventory loaded in and start to establish that process of intake registration doing assessments you are introducing new process to the organization you have to face a small amount of organizational change now you could do it all yourself as a small team or you can start to distribute it in the end the best model for success is Distributing the pain if you will the I.T owners of those applications the business owners there's the ones that have all of the information and finally value statements that single Source the ability for I.T business everybody to understand who owns that application who do I need to talk to if there's a problem or I want to maybe get some data from it those sort of things um foundations for strategic planning remember the big software machine we were looking at it's a foundation for integration into that um and then understanding one of the key things that we ask for is this categorization basically what kind of app is this is it a VI tool is it a general ledger is it financial management that's one of the ways it's quickest ways that you can get to subdividing your inventory so that you can do your rationalization now we want to talk about getting set up um setting up APM pretty easy you know it stated in three steps install the plugins if you're not familiar as an admin we have we have things in search now we call it a plug-in it basically installs that application there's a single plug-in that you use for APM and we're going to demonstrate it here in just a moment create at least one group in this proposal for minimum viable then there's a half dozen different roles maybe even more if you look at Advanced processes for APM but we're talking about starting simple one group is all you need and this APM analyst role is all that you need to assign for and then import your inventory so we're going to start here with a little video rather than relying on and I'm going to make sure sound is turned off so this is just a video um showing how you can set up and initialize APM here we've logged in to APM we're logged in as an administrator you've got to be an administrator or have your friendly platform admin with you and you go in and just in the nav search type plugin once plugin comes up type application portfolio you could type the whole thing I usually type application ports about as far as I go and there you see you'll see the green one it's kind of wraps up four different apps together you can install install the four but this is not just click on this one and install all four so when you click the install if you're installing in a non-prod instance and I do recommend that you start in in sub prod instances it's okay to load the demo data don't ever load the data the demo data in production you want it clean but it's it's nice to let you load that information it helps you to see how things work to have some examples and you can always go and remove them some of our Tools in servicenow it's rather hard to get rid of the demo data but for APM it's not too bad um now this is going to be short in the video but it takes 20 30 minutes for this thing to run so it's a good time to go get a cup of coffee you could also click the running background I was showing there so now APM is installed but you need to be able to get in there and use it you need to have users for it so we're going to create a group again this is an administrator function we'll go to the groups and we're just going to create a single simple group called APM analysts that's the top level role in in APM and you can you can do everything that you need to do with APM except for these kind of steps with that role and what we're showing here is you'll go and you'll search for the system role starts with under scn underscore APM pick analysts move it over and then add group members so if it's just yourself yet yourself if you have two to three people helping out add whoever makes sense and you're now ready to go and in this case I use the impersonate but in in you know the real world whoever you've added to that group you would have them log in and so I demonstrated essentially logging in as that user and I go to the APM home page so next is importing business applications for application portfolio management again both of these videos will be part of the toolkit and there's some write-up documents that go with it I'm talking about it so you've got good strong guys so we set up APM next thing um I provided you with a templating toolkit that has that lets you um use either just a small set of information or you could fill in everything but you can fill in your application inventory in the spreadsheet and then this is going to show you at least one method a simple method for importing that information again this is an admin function or you'll need help of an admin with you but it assumes that you started off and here we see the template and I've created a couple of test applications in this case I only want to go as far as the status I want the description I want the category I need to get the it owner and the business owner and the statuses is it in production is it is it in something else once I have that I what I was showing is you right click on the header in the list View and you say import import reaction will let you build a template I've just provided a template with a little bit of value add to it for you um but once you you select your Excel and you say upload so what it'll do is I'll upload it and it uploads that Excel information into a temporary staging table we call it a import data source then the next step in this process you preview the imported data and I didn't drill into those but if you drilled into zero and one you would see actually seeing the imported data once you're satisfied you click complete and it loads your applications and here we see our two applications loaded categories set owners are set Etc so very quickly and and you know end to end that was just a few minutes um probably in the real world you would be not so quick but in in a day in an afternoon you could have an inventory Bill and you could start to work with it that's a possibility so now we have our inventory and that's in place what next if you're going to improve anything you have to measure it first so we want to talk about application portfolio rationalization so servicenow in our training and training and and all sorts of other good content will be in the links that are being provided to you it's also going to be in this deck which you'll have available and it's also going to be on the community side um we have Community page for this particular session there's also one on the 30th um and so all of this will be referenced but for rationalization we Define this this process five steps identify measure evaluate side Take Action identify that's building your application inventory measure it you start to measure it and you can do it start off simply and as time goes on as you mature your your ability to measure and the things tools that you have available that grows and matures and you your measure becomes more accurate and more detailed you then evaluate your results based on those results you decide what you're going to do and then we use the demand facility to create a demand a demand is essentially a business case so from demand we can say I need to do this I need to enhance this application here's the business case here's the cost here's the resource requirements Etc and then decision makers um Executives who it is is going to make the decision on this can decide yes we support this demand the demand then becomes a project could become an epic um it could become a story if it was that small um there are all kinds of potential endpoints or results from from demand so the scoring framework um we have this is just kind of showing you how this scoring and measure framework we call it the the scoring indicator framework so we have indicators metrics that we gather and there's all kinds of different metrics we're going to go into that um one type of them is using assessments and then we score these indicators against either the applications the business applications or the capabilities we also we haven't we'll talk about more about capability in a while but traditionally under capability people process technology is how you evaluate your capabilities business application will start off and we're demonstrating subjective measures like business value technical risk business fit those are kinds of things but there's also operational evaluation how many incidents does this thing pick up how many changes how many problems people on incidents those kinds of things can be counted uh against as as measures or key metrics against your application portfolio so the process and the scoring this is an overview what are the key things so application scores are a weighted sum of your indicator values so we have all of these various indicators indicators have a variety of data sources we're going to talk about that next you set it up to run on a a viable or reasonable frequency not every day most likely every quarter maybe every month for example operational metrics you might gather every month how many incidents do we have this month um but other things like one of the things that's possible is is total cost of ownership if you have cost values that you can bring in we get gather those and we trained our costs and costs might break down in various ways we can Trend a variety of things against the scoring profile that's the mechanism where you say use these indicators here's the waiting for that indicator it calculates a score there are 12 out of the box indicators in APM the data sources that we can use are assessments we're going to demonstrate that today performance analytics there are some performance analytics metrics that are already being gathered by your system if you're using servicenow itsm we can take advantage of those performance analytics in general is a source that we could utilize for these metrics custom script with a custom script you can do just about anything in the platform you of course have to be aware of performance but suffice to say through a script you could get to anything which that means you can crawl that csdm model data model to find information about something associated through several hops to your business application and calculate a score based off of it query condition that just lets you use an attribute on the business application or capability table as something to gather for your indicator and then the indicators as we we mentioned we can take multiple indicators and roll them up into a parent indicator so for example we might have indicators individually for incident problem and change we can sum those together and just have a operational indicator that sums the little individual ones that's the the kind of use case for that so then a scoring profile that wraps it up and the idea is what we're doing is developing in apples a single Apples to Apples evaluation and by Apples to Apples meaning one application no matter what it is we have a uniform way of scoring it so I could be satisfied that I am doing a rational comparison between two applications or multiple applications it's part of making an accurate rationalization process so these individual assessments they are become indicators the indicators are wrapped up into this scoring profile we're going to see all of this for real in a moment in a video once you look at it there is a part of APM there's a two facilities in particular group analysis we're going to take a look at that next and then application 360 is just a dashboard that shows you the indicator values and you can watch your trends this is an example of a rationalization tool so imagine you gathered all of these uh various metrics and you can create and configure um this one is an out of the box one it's Tech risks versus business value this is the Gartner time model um here we have and by the way there is one I guess Oddity a tech a score of 10 is good a score zero is bad so the highest Tech risk in the organization will be down here at zero and by demo data when I took the screenshot didn't have any red ones but the bad guys the ones that have no business value and they have high technical risk will be down here in the lower left corner and the upper left corner maybe they have high business value or and as you can see these two are kind of middle the road on business value but if you're back over this way you've got high technical risk our very best applications the one we might consider investing in they have high value and they have low technical risk hopefully that makes sense so now a video on setting these things up this is going to be a quick summary we're working on we have a complete video but it's over 20 minutes long we're working on hosting for that complete video that steps you through the full thing but this is a summary of how to configure your assessment run the assessment send them out to the it owners gather it indicator scores from the assess the assessments and generate a an application score foreign all this is by the way is also documented there's there's literally a PDF that takes you step by step so you um to work with it you need to change yourself in scope to the application portfolio management scope so you have to have at least at you know admin or some developer privileges so that you can do that you then go to the administrative section and locate the application indicators here's those out of the box indicators we were talking about in this case we're going to use the business value one for our uh for our example you see we have several here drill into the business value assessment indicator and you see it's composed you see it says assessments the metric type that's the assessment the category is also business value we drill into the category the category is where we keep the questions out of the box the assessment has one question that says How likely is it that you would recommend this we're going to add a new metric you see there's already one that's been added we're going to add another so we go to our toolkit in the toolkit I've given you some example questions for business value so you can copy from that or you can make up your own um and now you click new to add a new metric paste your question in and have to get rid of the bullets there because I cut paste again paste the question in is the name the name is just for referencing the record what it's shown on the screen will be the question field type we want to use a template called NPS net promoter score um the indicators work best with this net promoter it just gives you a ratings one to ten so we say that we've got a new metric so we've configured our um our assessment um cleaning up a name there get rid of that that bullet now what we're going to do is we're going to go back to our indicator now we're ready to launch our assessment against our inventory we clicked on generate assessments here I can filter which applications I want to send the assessment to and in this case I'm sending it to just to this guy able to um and or that's how I'm filtering down the Able's applications I'm also saying by user field this is who is going to receive the assessment it turns out it'll be the same person and I launch the assessments again all of this is documented step by step so this is just a summary example now we're going to go and hear impersonate Abel in real life you would have whoever is assigned they would log in and they'd have an assessment when they come in they go to all other Indian Avenue self-service and go down and they'll find assessments and surveys here we see the business value assessment Abel had four applications so he sees four different sections with the questions for each application so he goes in fills them in and submits the assessment the assessments are the data source if you will the values that come from those assessments is what the indicator is going to pick up now we go back and so we've done the assessments we have to generate the indicator scores metrics and also generate the score for the applications so we do back by going to the application score remember we talked about that and so in this case in the document you're going to see that I recommend that you zero out everything except for business value and Technical risk just make them uh 50 in this demo uh I did not do that um there I was generating the scores for fiscal period FY 22. and then you go back to the nav menu we go to the indicator scores I filter and we see for example servicenow APM how to score 9.1 that's based off of that assessment you'll notice that although those indicator scores and now we're doing and looking at the actual um the actual score so that's the score that is summed up from the the other indicator scores foreign [Music] configure your questions in your assessments we demonstrate and recommend business value and Technical risk is two good starters you could use any assessment that you want um I include links on how to create completely brand new assessments and indicator pairs generate the assessments and send it to the risk recipients let them take their assessments once the assessments are complete generate the indicator scores and the applications for together um and the video demonstration of full will be available on the Community page we'll have links to it since we find hosting for it so next that leads us to our stretch goals what we've just covered is a minimum viable APM practice you established an inventory you've got it under management you created assessments to measure that inventory and we talked about using group analysis to be able to do rationalization foreign now we're talking about capabilities so capabilities and demand is kind of our next level of maturity we have these applications category tells us technical function kind of what it's doing but how do we associate it to the business to get really big value we want to be able to lead ourselves into that strategic planning and and strategically look at Investments how do we tie it in so we do that through business capabilities so what is a business capability um are full definition is the ability of an organization to do its business activities it's the ability the word capability business capability mapping to the applications the applications are think of it as the I.T tooling and and so in in the world of business and how things work you have a capability the capability how you that is what you do business processes how you do it and business process is lightly treated in AP and you can associate create business process records and Associate them it's only singular it's a it's a bit of a naive implementation but it is possible the business process is what you how you do it the tooling the systems that are used in those processes to make that capability happen that's your business applications and we look at it not at the this thing installed on a server a piece of software like something you know essentially on your laptop no you want to look at it the bigger picture this is Office 365 it provides these capabilities this is workday it provides all of these Cape buildings for employee management Etc um that's the level that we want to look at it so again we're at that enterprise system business application Level you also establish um the between the business application and the you know we're talking about csdm you establish a link to the application service those deployments if you understand the deployments you understand technical risks from Technologies technical debt that kind of sort of thing it all rolls up through that chain imagine in your mind that picture um you had the blue at the top for the um design domain business applications capabilities down in other words you had the application service at the center of things is through that that operational statistics metrics um roll up so business capabilities in servicenow um of course we have the general lists and that sort of thing what we do is we load them business capabilities and and I call it a business capability model um because it's the model of what your organization does they are traditionally a hierarchy three is kind of the magic level for me it's easiest to manage but I've seen people start as as simple as a list of 10 capabilities very high level and they associate to those 10 capabilities and then as time goes on they add the next layer the second level and they move their application associations to something a little bit more detail you can literally grow it out organically that way and grow your capability model it is providing yet that ability to be able to say here are the systems here's the things that we do that are supported by these systems and start to do your strategic evaluation planning all of that against that information the capability map um it allows you it incorporates the yearly planning cycle the physical period because what we're doing is we're giving those scores remember we talked about capabilities out of the box we measure on people processing technology um again the toolkit will have some recommended um questions for those out of the box we don't have questions it's it's for you to configure but you'll have the the ability and the know-how to do configuration for these um from here we can create demands and we can view the applications Associated so this gives us that hierarchy view it gives us details about the capability and deep and what is supporting it the business applications so over the years that I've been at this for over 20 years by and large the most popular place to go and find an Enterprise level capability model something to start with because first thing you think is surely on the internet I can find something to help me bootstrap this well we always have recommended apqc apqc is a non-profit organization their their goal is they provide they're all about business process but guess what their first level processes um category process group and process also make an excellent starter set of capabilities so we tell people go to apqc they have processes for a huge number maybe not every but for many of the most popular most Industries so you can find in Industries specific capability model or you could start with just their generic cross industry one so taking those and preparing those capabilities at least down to the third level and here's some examples develop vision and strategy develop and manage products and services market and sell products and services these are things that all of us do manage I.T manage Financial manage human this is stuff that every single organization in the world does that's why this is so popular and part of the toolkit we don't have a demo of it here just simply takes too long um we're going to provide you with a um in the in the toolkit a guide on how to go find these apqc capabilities load them into a template and then load them into servicenow and then align them hook them up to your applications so the next part of it so you have this idea of capabilities you you've aligned your applications to how they support the business you've got the ability to rationalize at least at a simple level by um category what does the application do who owns it um what is its score based on business value and Technical risk and maybe any other thing that you've configured in your metrics so you can measure it our next step in this and this is a very simple facility that's immediately available is to create a demand from the business application form from that capability form there's another facility that we're not covering today but we'll kind of mention it in a moment but the technology portfolio from technology portfolio just about everywhere you go in our APM product you can create a domain you can create that business case to say based on what I'm seeing right here I need to create a demand that we're going to go do this thing or that thing the demand includes an action so we can improve usability retire an application enhance an application merge an application etc etc so you can express the actions by the way the actions are configurable so you could have any number of actions um defined to to suit your needs for driving capabilities um you give it a name and you see here business applications you can associate one or more business applications to this demand so now what we've done is we've taken that inventory that we've created and we're now incorporating it into our investment and strategic planning we've immediately crossed that boundary into this world of strategy and work and investment and it becomes valuable information if we're building a new system if we're retiring a system all of it can start here with the demand the demand allows you to build the business case it allows you to Define your cost estimates your benefit estimates you can evaluate your risks your issues actions decisions you can Define requirements and you can have even tasks to drive process around developing this demand it itself has a formal process for approval once it's approval if you happen to be a customer that uses servicenow SPM it will naturally feed in and create a project the project can be an umbrella for agile activities so all of your agile execution that's great if you have an umbrella over of this this what we call a hybrid project you can also have what we see so typically in in the world is in the beginning you have this set up and planning and budgeting and all of these things they're essentially in a waterfall but when you go to execute you do it agile and and you might even be you safe but at least you're using some form of agile and you can incorporate that servicenow SPM provides you that visibility all down now that's the subject for a different day in fact my peer Scott Wallace um in a few days um I think after the holidays here we'll be presenting um actually it's next week we're presenting on our alignment planner workspace I encourage you to join that session as well so we've created a demand once you have your demand you have projects from going back to APM what can I do as an I.T owner I want to know what's going on I've got a One-Stop shop that's this visibility component if you're using servicenows sbm even if you're not really executing with it maybe you use somebody else for project management maybe use somebody else this product for your agile execution we have Integrations that can bring enough information back in so we get that ability I can have this application roadmap that shows me as the it owner or some other um can can come in here I see all of the projects I see the costs I see when they're they're their their state what's happening with them percent complete I can look at a timeline view I don't have a snapshot of that but it's it's a Gantt chart like you used to maybe with Microsoft Project so you can we've gone from create the inventory measure that inventory align that inventory to what the business does create actions to go and address maintain and make things happen and view what the activities all with a really simple start so what happens next as you establish that that process um one of the things I'm showing here this is more about just setting up maintaining using APM there is APM guided setup it's under application portfolio management Administration guidance setup it is a One-Stop shop for everything that you might configure load etc for application portfolio management this is a tool to use when you first start Perhaps it is also a great tool to use throughout your APM Journey so part of that maturing is you start to use remember in that first slide where we show we're showing all of the things that APM does and how it incorporates that's part of your maturity Journey so the we Define our maturity so we talked about rationalization maturity that was one facet of it but uh overall application portfolio management maturity Fitness well we call it the fitness level but it's a maturity Journey you start off with that basic inventory we talked about today we're giving you some tools shared with you that that maybe can help you get launched so you get the inventory in place you establish those processes for maintaining it you bring it all into one place so you got it under that's those processes coming together to manage its certifications that sort of thing next you align the business just talked about it the capabilities understanding how these Technologies these I.T tooling supports the business you begin to rationalize so you see just in today's talk we've covered parts of maybe not all but parts of the first four levels of the five Fitness levels and then finally integrate technology and business functions so we will talk a little bit here in a moment about you know uh technology portfolio alignment um but this is the five levels today we've covered parts of um basic maturity in the first four marked as a time check we got 15 minutes here all right thanks Tony we are getting close I'm going to not cover all of this this is just some of the metrics that you want to look at and and the value statement again you'll have this so I'd encourage you to take a look at this this is not all um what I do want to get to is an example roadmap this is an example that we share with customers as we help them Implement and you see in the first phase establish the inventory maybe even you know towards the middle of that first phase start to align capabilities csdm starts the day that you start APM assessments assassins see that's early on established that and then you grow your assessment capabilities As you move through the phases alignment of itsm that's actually going back to that assessment so you have to have that model from the business application to the application service through the application service you can align to itsm activities use demand to drive change technology portfolio again that is where we can align the technologies that are used well we call them software models they include the vendor life support life cycle so manufacturers support life cycles and you can evaluate not only what is this application comprised of but what is the risk due to things going out of date where's my technical debt introduce application cost TCO again another Advanced subject and Enterprise Architects artifacts so as a part of the Tokyo release you can attach diagrams you can create charts in Lucid generate them you can use other systems to attach diagrams and that concludes the talk I do want to do a bit of advertisement here um our um SPM evangelist program if you love what we're doing with service now if you want to help if you want to be a part of it um reach out to us this again this will be included but this will help us to grow the products to better serve you our customers that's what this is all about but we need people to stand up and be evangelists help us to understand what you're doing help us make it better help others to know how they can benefit the way you have benefited and um we'll make sure you guys can see this um bear with me one second I'm going to pause share I'm going to copy this link and send it to you guys and Tony I'll put it in the Q a if I can actually get to it actually it's already been posted in the Q a few chat a few times okay uh thank you Molly thank you uh yeah I have and also our other moderators has helped us okay um so it's it's in the chat all of this will be um if you just honestly if you go up and um on the community and search for uh application portfolio management start your APM Journey just look for start your APM Journey it's the only one or search for toolkit uh you will find it and one thing I would ask if everybody leave your comments if you got for follow-on questions that can be our home page for this um for this session we've got another Workshop that we're going to present on the 30th same content so you don't if you want we'd be glad to have you but um if you uh are interested we're going to post answers to questions we're going to post more material this will not be the last time that we do this so that's it for me today um other questions oh I see uh Satoshi you've got a question we're using Services AS application stored with the cmdbci service table that is um first off that was the prescriptive advice from servicenow before 8 PM was ever built it is not too much trouble um it's it's a migration so basically you would migrate to the business application table specifically cmdbci business app and start to use it that way and it's that way you could then you can free up services to be what they intend a application supports one or more services it's that I.T tooling side of it so services and applications um some customers some people believe all you need is the service that's okay I personally believe having that representative for the strategic planning and its tie into strategic planning and representing it different from the service because service offerings a service and the service offering those things can break down and they can utilize different applications they may utilize several applications so it is um it is a bit of a challenge yes to move everything from Business Service into business application which you can do it a step at a time you've also got to move your processes and your reporting there's consumers of that information I personally believe there is value for it hey Mark this has been a wonderful conversation thank you so much we're at the bottom of the hour here we want to be mindful of everyone's time I want to make everybody aware that if you have um if you go back to this servicenow events page we'll be hosting kind of meetups that occur we'll be covering on APM application portfolio match for meetups feel free to sign up uh for those and we want to thank everybody for their participation here today please take the survey when we're done we want to hear from you and see how helpful this is Mark any parting words just thank you everybody for joining today and let me know how we can help that's our job is we're here to help you absolutely and Molly Louise thank you for participating on this office everyone have a great day and thank you for joining uh we hope you found this helpful thank you