hey good morning good afternoon good evening everyone thanks for joining this is uh you know today we're going to talk about application portfolio management how to start that Journey it's going to be very much more around not so much around you know the methodology we're going to touch upon that but we're also going to get into like how the how do I do this in the product which is really key right to help everybody start with the adoption uh within their organization so you know here's our Safe Harbor slide right the majority of the information that we're going to talk about today is already features and functionalities that exist within the product we're not talking about things that we're planning for there may be some talk of things that we're planning for in the future which could change based on business conditions but for the most part the information we're presenting you today is features functionality that's in the product already next [Music] hey a couple of housekeeping items here real quick and we'll kick right into this right is that we're gonna have everybody on mute for the um presentation right now and we're going to do this just to be able we got a lot of content be able to move that along what you're going to notice is down within your toolbar there will be a q a function that goes on that that's there please ask your questions there they get logged right and um we got a panelist of other individuals here that are experts that will be able to answer those questions that we go on but if we get a backlog we want to make sure we get to everybody okay secondly is that this session is going to be recorded it will be available to everybody on the servicenow community after this session and then we ask that you know what our feedback from our customers is very important to us and I said there's a very short uh uh survey after the session if you could just stay on for it shouldn't take more than 45 seconds right if you can stay on to do that um feedback that we got from a prior session was great we incorporate that feedback in here so we appreciate uh hearing from you next so just as far as introduction goes my name I'm Tony pentaleo I lead the product success team uh for SPM um I have some additional uh professionals on on the webinar here today with me on the workshop here with me you know I hear from Molly and also we they will be answering some of the questions that come up in uh in your chat and be wondering what the product success team is right what we work very very closely with the product managers on the product team right and our job is we really focus on adoption of the product from our customers right so we focus a lot of our efforts on that the main uh your main subject matter expert today is going to be Marcus Stowe I'll turn over to Mark to introduce himself yeah hi everybody Mark here um I've been with the product success group here for about nine months I've been in service now for going on four years um started off as um a member of the Professional Services team helping customers like yourselves Implement APM and the various other products under the Strategic portfolio polio Management Group such as project agile safe Etc and I have many years experience in the Enterprise architecture and APM field prior to joining service now and I'm here to help you with today what we want to achieve is this Workshop is designed to bootstrap a program what is application portfolio management how can you get a minimum viable program off the ground with with maybe some limited resources but you can get started we want to show you how you get value out of just those very initial steps and then show you where your roadmap can go as a part of the the program here and a part of this series of workshops today is about bootstrapping a program getting that minimum viable going but we're going to have follow-on sessions on Advanced topics like measuring the portfolio technology apology alignment other sorts of things that come up as just as a part of doing APM so a part of our our what we're providing today besides this Workshop we're providing a toolkit it's up on the um Community you see the URL there there um we will be posting this URL uh to the Community page and just to kind of get with it I will let me show you the site here's our our kind of home page for our start your journey and we'll be adding to this both after this workshop and over the next year or so as we have more information or new material we're going to enhance this if you have questions please this is a great place you know maybe a week from now you have a question that comes up find this page look for just start your APN journey and find this page ask your questions here I'll be monitoring this page I'll be answering your questions so and a summary of what our toolkit well here's our agenda today we want an overview of APM we're going to review common service data model just very lightly but it's the backbone of the APM so we can't talk about AP and without talking about csdm how to realize value with APM in those early days and early stages then we go into Hands-On how to set it up and how to create an inventory you're using very simple tools um then we talk about measuring the inventory there's a a capability within APM for scoring and indicators and so one of the ways to improve something is to measure it so we're going to talk about that how to get off the ground with it then we'll touch on capabilities and demands and some stress possibilities that are part of the toolkit such as incorporating apqc capabilities or capability set of your own design into and getting it loaded into servicenow and using demands to drive action and then finally we'll talk about what's next what's in your roadmap and where can you go so to start things off we've got a quick poll um we would like to understand you know where are you in your your application portfolio practice um are you just beginning or do you have something going already using another tool um it gives us a good grounding about where our customer base is and and especially the members of this this Workshop today we're going to give it another couple of minutes thank you for your responses this really does help us do a better design for these workshops okay another 15 seconds or though so and we'll move on okay and then our next question is if you do have a practice um where are you you know where where are you in the maturity scale again today we're we're designed this workshop for people who are just beginning and low maturity but if you're not using servicenow 8 PM it doesn't necessarily mean you're low maturity you can have a really robust practice built on SharePoint for example we've seen those sort of things oh thank you all for responding got a few more coming in here okay let's move on to our content thank you for your responses so ATM isn't new and and you know APM is is a practice frankly it's been around since the 60s as soon as those mainframes started coming up in the late 40s the 50s the 60s especially in 60s it became a they became solid business tools the first thing you had to do is start keeping track of what might be known today as applications um the each of those systems would do different things and maybe it was just a record or it was collating some data or whatever it is those were applications and I.T had to take care of it they had to know which one did what who owns it what is it doing how do we invest in it all of the things that we're talking about doing existed back in you know the early days of computing a popularity of APM really grew in the 90s is Y2K approached one of the things that companies needed they needed to understand where things were who owns this thing has it been checked for Y2K issues all of those sort of things came along and the Tooling in response the industry responded with new tools APM Enterprise architecture started moving from spreadsheets and static drawings into Dynamic tools and servicenow we honestly were a little bit late to the game but we come in with a what I believe and having been in this for quite a while it's a very unique approach so application portfolio management today and in servicenow um consists of essentially these four key areas there's that application list and and the values around it the the under the various attributes and we'll talk a little bit about what we mean by applications that's a tricky word but there's also the concept of the business what does the business do and how does this application align to it how do underlying Technologies align to that application and then what information is used and all of these things work together to build a stronger picture of what these systems is called Enterprise systems what do these Enterprise systems do how are they constructed how do they affect the event the business do we care do we really care is it do we have a risk because of something all of these things come into play and that's part of what APM is doing so at the core of it we have application portfolio management it's got another view of this is we have the application portfolio and the ability to rationalize it govern tools to help govern those application records so that's the application portfolio part information portfolio allows you to construct that list of information objects at the The Logical level what is The Logical e-data elements that this application is using and then you can then do things like associating things back to risk or or other regulatory type issues alignment of the business portfolio business capability is a key part of APM and understanding how these Enterprise systems are supporting your business and then technology portfolio I was thinking it is from the bottom up what is this thing constructed of we also now as a Tokyo included ability to Define technology standards so you can say these are the technologies that you can build your applications out of and they're approved for use within our Enterprise it's chaos avoidance the key use cases for APM you know at the core we see this application inventory we have use cases a key use cases of just maintaining that data data forming the processes for intake of application information maintaining it make sure that it's certified and is is can be dependent upon assess the health and value that feeds back into rationalization and just general understanding of what's happening with your application inventory analyze the technology dependencies I said that technology portfolio part where we understand what technologies are in use and what are the risks based off a manufacturer life cycle so it's it's a software currency sort of way um assess business capabilities at the business alignment also down at in what I say at the bottom we'll see when we talk about CSD and why I call it the bottom at the bottom end you go from this abstract concept of Enterprise systems down into the cmdb which represents the physical world here's the things that are really out there that are running that make this application operate this is allows us to do things such as aligning to itsm activities incident problem change Etc we can we see that big picture end to end of how this inventory of Enterprise systems is constructed how healthy is it how it aligns to the business at the highest conceptual levels and then all the way into the operational level we see what how it's affected how is it constructed what's happening APM itself um I like to think of it as as maybe um connective tissue it sits in the middle but it ties so many things together in and of itself it's rather simple but it's bringing all of these different capabilities within the servicenow platform together in one place to give you incredible visibility it Asset Management we use that to bind our technology list and basically from there you have an understanding of this Enterprise systems using this Technologies these Technologies had these entitlements licensing deployments Etc this is tie-in and asset management um the financial management able to calculate TCO audience this is very important and dear to our hearts in in our group BPM I should really change this to SPM their strategic portfolio the strategic planning this is where we tie into um demands and the requests the business case to do things and the execution be it project or agile execution then itsn incident problem change contract vendor all of these things are part of the visibility that are tied into business applications and the APM GRC the risks integrated risk management audit scoping risks all of those sort of things PA reporting of course that's just platform and then itom that's that physical um representation in the cmdb of what's in your data centers in your cloud and it's actually running to make these applications happen and then finally more of the platform things we utilize things like data certifications assessments service catalogs surveys all of these things are brought together within APM perhaps more so than any of our other of our products it's very much a a symbiotic product work the big picture of what APM is doing this is a really busy graphic but if you think about it in terms of you know what do we do we're delivering in the end we're delivering products in some form we'll call them digital products to our customers we're delivering value these digital products may include things written in code it may become Services there's all kinds of forms of things that are being delivered to our customers things that begin our requests demands ideas customers needs and the formulation of our strategy this all comes together in our demand pipeline continuous planning takes the Strategic road map and ideas combines it with the requested needs and formulates a you know activities we we decide to build things however you build it it's it's up to you we support visibility into practically all forms of it then we deliver these things while these things are running we understand risk security audits defects coming back it becomes this Loop and then here we are our good friend application portfolio management bring all of these Concepts together if you think about the prior picture this brings it together feeds it back into the demand pipeline along with the Strategic roadmap and around we go again it's the end-to-end support I call it the software Factor common Services day tomorrow without the common Services data model um it was discovered several years ago there was trouble linking all of our products together even though they're on the same platform the common Services data model came about when it comes to APM these this area everything here in the design area is APM business application business capability information object we also kind of take a little bit of piece of the application service application service is a special case it belongs to everybody you can see it's right here in the middle tying the consumption side together with the operation side down here in the orange and then the build side is also kind of Incorporated these sdlc components or artifacts being developed and deployed into an application service on you could say maybe on behalf of a particular business application apple key thing to remember here we're going to talk about this a little bit more in a moment application service is a deployment of a business application this is a core tenant of csdm now we'll have more programs and and sessions on csdm um I do want to go into a little bit about our definitions there's a couple of key definitions we need to have application it's a horrible word we've got an application a business application application service which application is which what does it do so in our model in the csdm model application is discoverable it's electronically detectable it's an installation of software running on some sort of system now it could be in a container a Docker or something of that sort of could be installed on a server whatever it's software running to perform a particular function it is in tables within the cmdb derived from what we call the application table CI apbl but the key thing here it's an operational CI next I'm going to go skip over the middle I'm going to go to application service application service is a deployment of things work together infrastructure working together to be a single instance or deployment of an Enterprise System an application service could also be a child of a parent application service so there might be a particular stack for say an API there are modeling techniques that we can talk about in an advanced course on this but the idea is an application service consists of guess what applications so one or more applications working together running on their servers databases operating middleware Etc et cetera working together packaged together if you will or an application service an application service is a deployment or an instance of a business application so an example very very simple example we have a business capability by the way business capability is what your Enterprise does you create a model of capabilities to express all of the different things you do we align our application so that we know that this business capability is dependent upon and provided by is the the term we use a particular application so here we have email and collaboration it's provided by exchange it's my business application I've got a production deployment and it's dependent upon an application instance exchange instance running on this server and a SQL Server is being used there's a dependency there this exchange is using the SQL server and it's deployed all go together and make up the application service this is one of your simplest models another one that will come up often what do we do about stats that's doesn't have any infrastructure do we what do we still need and there's a few Concepts that are shown in here but again we start with and we're using workday as as our example workday is what we use here at servicenow for our HR management employee information vacations that sort of thing so employee management is the capability supported we have the business application work day and then we have a production deployment notice that it has no infrastructure under it it does have a technical service and Technical service offering we're gonna those are for another day a discussion of csdm basically think of this as the teams that own and provide work day to the organization so it can be used we have this list would actually be hundreds over here on the the other side that depend upon the data from workday so we have this data dependency this is why we create an application service for a SAS application we create a business application so that we understand it at high level the design and strategic level we create the application service to represent the production instance and if we had a Dev and a and a uat I might also represent those as well so getting value out of the application portfolio management the tenant here is and and this goes back to that initial page where APM you know where it came from in the 60s just understanding and having a reliable single list that is well maintained that is a list of your Enterprise systems and business applications a degree of of classification and who owns them that in and of itself is valuable if you don't have that as a part of it you're running around trying to figure out who owns this then you have to go to siled spreadsheets all over the place try to figure out what's going on I saw lots of people in the late 90s doing exactly that they couldn't figure out who owns what and what you know what's going to happen if we turn it off or if we change it so part of establishing that you establish the process for intake maintenance retirement of the records the records represent those Enterprise systems establish a simple program to measure the inventory against and and somewhat arbitrarily I picked business value and Technical risk to include in the toolkit I really it wasn't arbitrary was intentional because one of the most popular valuation tools out there for many years has been Gartner's time model it's a way of evaluating tolerate invest maintain eliminate it's an evaluation you're evaluating by business value versus technical risk stuff with high business value and low technical risk you want to invest in it's good stuff perhaps and I say perhaps because there's always caveats and something that has no business value and extreme technical risk that's got to be on your your naughty list you're going to look at getting rid of it you utilize these records just this much gives you enough to begin a simple rationalization program you eliminate one two three business applications from the inventory those savings pay back for your program just just in one year in one you know one rationalized application so kind of a a step-by-step um is how you might do this you establish your inventory so it may not be all of your applications it might be a subset you include ownership because it really is important to understand who owns these systems that can be difficult and it might be an organizational change but it is incredibly important you got to have somebody to go to adding in if you have other attributes that you can gather every attribute that you add adds value it gives you something more to slice and die spy and then I say here this is just for everybody gets this presentation and it says scene toolkit for the import template uh we'll take a look at that in a moment so assess business value and Technical risk we're actually see the toolkit here but we're actually and the toolkit does contain how to set up those assessments but we're going to take a look at it as well as a part of the workshop today once you've established an inventory even if it's not complete if it's enough you can use categorization that classification and the business value versus technical to identify rationalization um or retirement candidates merge candidates you know whatever it is you're going to do through the rationalization evaluation and then using demand which is a part of IEP and you get demand as a part of it you can essentially write a business case to move this forward another um just a little more detail on this the approach is established and I don't want to read every bit of this this is for for you to read and use as a guide but the it includes an approach just establish a partial inventory perfect is the enemy of good it's something that's good enough and get started there's two approaches there's vertical go deep and get a subset of of applications or go wide but only get a narrower subset of attributes four or five attributes both of them work for example you might only bring in your crown jewel or your high value applications to begin with make sure that they're categorized that's really important as far as rationalization and categorization in APM what we're really doing is defining the technical capability or technical function you want to know this is a bi tool and that one is a general ledger tool and that one is customer relationship management if you classify just at those kind of high levels it gives you a way to subdivide the inventory and start to look at things from I have 10 things that are bi tools can I reduce it to five Define the business value and Technical risk that gives you something more to what you said okay I've got 10 bi tools what's what's the health of them what's the technical risk what's the business value it becomes another way to do the evaluation in your steps you set up your inventory you run your assessments and create the indicators and then you go and evaluate um getting value as you have the value proposition if you will if you have a managed single source of record of inventory a building for business it Ops and others to know who owns whatever it is whatever enterprise system it is you have a foundation for strategic planning with technical function is category basic rationalization as possible and it becomes a foundation for it operations and Alignment that deeper level we're looking at back in uh the csdm discussion and then Foundation also a part of that foundation for technical alignments and then finally demands are a way to express a business case how you execute multiple ways we've got great tools with servicenow to support execution but also there's many other tools out there everybody probably has their own tool set so I want to talk a little bit about the toolkit we've talked about what is APM how are you going to get value out of it in an initial deployment I'd be this is a beginner's there's plenty of other value it continues to grow but um getting started what are we providing for you so we provide a set of documents and recordings what we've done is gone and made recordings of actually doing these various things so in the APM toolkit we tell you how to activate it we get a video that shows you how to install APM setup and initial at least a minimum of one group for the APM analyst role and then how to use we provide a template for populating this business app import template we provide it we talk about how you can populate it and then we provide you a video and a guide on how to do that import then we have a discussion on how to configure the business value and Technical risk assessments and we include some suggested questions the out of the box assessments don't really have anything they're not completely empty but they just have a placeholder question this shows you how to add your questions and it gives you some suggestions and then how to run it and gather the indicator values how to get you to that rationalization point next we have business capability Imports this is kind of a stretch goal but we show you how to take business capabilities from One Source or another in particular we call out how to do this with the most popular one I know of apkc and then we give you an import example template so getting set up basic stats are installed plugin create one group and here we're for a minimum viable implementation we're saying use APM analysts that's the highest level user in APM you can do everything APM and then import your inventory so our video here will demonstrate how to enable so you log in I'm logging into a Tokyo instance and I need to be system administrator or equivalent I go to plugins and I look for application portfolio management and I look for the one that's kind of colored it actually packages up several things the ATF tests and and others and I select it to install as you see here in the video then you launch it if you're installing in a sub prod instance which we recommend entire that you do start and sub prod load the demo data it'll help you understand how ATM works if you're in production do not please do not load the demo data and then we install now actual installation um my systems takes 20 to 30 minutes great time to go get lunch grab cup coffee um with our video here we skip all of that you can tell it to continue in the background as you see in the button there once it's be installed you're now ready to do the next step which is to go and create that APM analyst group there are other roles within APM and we'll be covering those in future workshops but to get started with this minimum viable program we recommend just create a a APM you know Master group that has all privileges that way you can work with it as an individual or a small number of people again we want to get you started so you create we created the group we had the role we're going to look for SN underscore apn.apm analysts pick it assign it and then finally um you have to add some people to the group so you would add maybe yourself or if you have an admin doing this for you you would have them add you and whoever else is going to be working with it and then finally a quick test with one of the users that you've added to the group to make sure that they see APM and here we brought up APM home just to show that yes we got it so the next step we've got APM installed we've got a group created we want to bring in some data so using the template that's provided in the toolkit or your own template you can use other spreadsheets um what we're going to do is use the list view right click import capability and here for a minimum viable load we've got a name description category it application owner business owner and status and that's all we're going to bring in we right click say import as you see from here import would let me generate a template if I wanted I'm creating new elements so I want to do an insert I go pick my loaded spreadsheet and then I tell it to upload what will happen after upload is we'll get a page where you can go and review each record it's going to ask you to to do the review after it's it's done to upload it so you do this preview and at the bottom of the preview so it just shows records zero one two three four you complete the import and it will create the applications there you are now in this case we only do two but imagine you did a hundred or three hundred or five hundred you've got an application inventory ready to go so you can now start towards your next steps so once you've established that inventory the way you improve anything is you you measure it first so that you can understand that you've improved things so measuring the inventory that servicenow has a prescriptive rationalization process identify that's that load the applications measure what's what we're going to be talking about doing here once you've measured you start to evaluate using the various tools and and we'll bring up a demo system here in a moment and look at rationalization um and then you once you've evaluated you make decisions and take action you create demands to represent the business cases to drive those actions the mechanism that we use for measuring is the indicator and scoring framework indicators are think of them as metrics they're metrics that and they're separate from performance analytics for a reason to make it more flexible the metrics can capture or our indicators capture metrics about the application inventory they also work against capabilities we support both but in this case we're talking about business applications so we we have their indicators the indicators are rolled out summed up that each indicator gets a score those scores are weighted and then added into a scoring profile and you get the weighted average as a score it's a way to give you an Apples to Apples scoring of your system so that when you're looking across categories you're looking at various systems you can be relatively confident that you've got a score that is Meaningful between the two some of the key parts of the measure or this indicator framework we have indicators those are the metrics data sources we'll look at what data sources are possible but we can cover just about anything as far as data sources how often some things you only evaluate maybe once or twice a year some things you may evaluate every single month um just depends upon what kind of um what kind of indicator it is the application scoring profile that derives that single score remember you also have the indicator scores all of them play a part in our rationalization there are 12 out of the box indicators in the APM application the data sources available are assessments that's what we're going to look at in detail today you basically have a survey you can send those surveys out to particular constituents um for today we're going to send them to the application it owner but it could be the business owner it could be some other group that does the evaluation the assessments can do anything you would imagine with assessments um it's really wide open and powerful and subjective evaluation is an important part of understanding how people think of a particular enterprise system it's you know there are operational we'll in another Workshop we'll talk about operational indicators but the the subjective ones with these assessments is important as well that's kind of the key Point performance analytics is another source um custom scripts with custom scripts we can get to anything in the platform query Condition it's just simply evaluating against a value on the business application table and then we can have an indicators data source which will use a set of other indicators to create a single score so for example you might have a set of indicators that is for incidence problems and change and then have a final indicator which is operational indicator and it rolls up or sums up all of the incidence problems and change that's actually one of the out of the box ones so this is just talking about scoring profile you have the various indicators they all are added to a scoring profile with the weighting their scores are taken um and essentially um the the percentage of the the indicator in the scoring profile we multiply the indicator score and we just add it to the profile score the end game is getting to this and here's where I want to drop out and talk about the um the tooling that we have so this is a this is a Tokyo instance here once I have my applications loaded and I've got something to measure by I can use the analyze capability first page of this I see everything the application portfolio divided up by categories um out of the box we support category and application family another day we will talk about what app family is but you can also configure the system to add other things to subdivide your inventory category is really nice if we look at it from the concept these represent technical function business intelligent reports ETL contracts Finance human Capital Management so here I see human Capital Management I've got seven apps doing the same thing one's cloud two are homegrown and I see various I by the way I can adjust what I want to see here to help me decide but I maybe I want to take a look at this also I can filter what I'm seeing here I drill into this and I'd look at it from my technical risk versus business value score and then sizing by business value because that's the two values I have from our Amendment viable program I'm looking at what is essentially a Gartner time model the bad things are down here in the lower left good things are up here in the upper right but I get that evaluation a quick evaluation of what's going on am I interested in this do I want to take some sort of action I can see the actuals over here again this is a configurable list the this by that the X by Y and bubble size again this is configurable so as you mature you can start to do more with these things there's quite a few out of the box capabilities in here um configured which it is designed to be configured as a part of it and again we'll have a future workshop on how to do this back to our presentation foreign so now what we want to do is we want to look at how do we set up the business value technical risk assessments around it this is a quick summary video again starting off in our our system Tokyo system to make it easy you have to change scope this is something you can find more details about scope on the developer site and community site it just basically lets us work directly on some of the application portfolio stuff that we're working with then particularly the indicators what we're going to do is update the out of the box assessments and here what I'm doing is I'm going to the business application indicator this is the list of indicators by the way so I drill into the business value indicator I see this data sources assessment is set out to be done on a quarterly basis and I open the assessment metric category assessments and servicenow are called metric types they have metric categories and the questions are metrics so what we're doing is we're going to the business value category and we're going to add a couple of new questions you see we've got two down there already we go to this is showing going to the toolkit we have some recommendations for questions that you might ask and of course you please do make up your own uh questions to ask regarding business value or whatever assessment you're creating these are just some examples to get you started and so we we entered the name we entered the question that's what's going to be presented I set the order I already had two so I set the order to 300 the template is important we want to use a a 1 to 10 scale so we use a a template that's called the net promoter or NPS that gives us that one to ten and we'll see an example of that in a moment and I was fixing the name there because it still had a bullet in it so now we go back to our indicators we've configured our assessment it's time to run the assessment let's send it out to people from the indicator there's a button generate assessments here we can configure which applications we want us want to assess in this case I'm picking it by it owner and picking able tutor is the it owner in in a real world case you would probably do it for all of your applications who gets the assessment here we're doing it by user field and I'm going to pick the it application owner and then I click Send assessments this is going to generate the assessments and the users will see their Assessments in the self-service section and if you have it exposed on your service portal they would see assessments on service portal as well here I'm impersonating able tutor Abel's going to go to the nav menu and locate assessments and surveys here we see the assessment takes it notice that the assessment is divided up for each application that Abel owns and so he goes in and fills it in for each application so it's it's pretty efficient rather than one survey per application it's done at the it owner level and he assesses all of the ones that he has he's completed it and now we got it we go back to our indicator so the assessment itself is the data source it's it's the source of data we want to evaluate now we need to generate the indicator scores so we're going back to the indicators now I'm doing this from the profile we see that we have business value and um pretend that we had already done technical risk I just say regenerate scores I give it a physical period I'm doing it for all of FY 22. and it launches you give it a moment to complete um on a real system I would give it an hour or two and then we go we can confirm that we've got values so here are the indicator values servicenow APM was one of them and also we have a application score available so that's a quick overview of how to get that set up so summary of your steps there that we went through configure your questions on the assessments business value technical risk here we suggest these as as something for a starter there are several others including business fit customer sat feel free to have Adam and and configure the the techniques are the same generate the assessments and send it out to your recipients you can monitor from the indicator you can monitor the instance of the assessment and know when it's complete once they're all complete generate the indicator scores and video demonstration is available as part of the toolkit our next subject is taking it up a level so what we've just discussed will give you an inventory with ownership classification and some assessments subjective assessments by which you can begin with rationalization a net stretch goal for a minimal viable implementation would be next go into business capabilities business capabilities by csdm definitions the ability of the organization to do its business activity and fulfill its goals business capability mapping establishes the support the provisioning so business capabilities are what your Enterprise does business applications is the I.T tooling the the Enterprise systems that supported business process which we're not addressing today again a future Workshop business process is how you do it so business process used these Enterprise systems to achieve and provide the business capabilities is one way of looking at it so capability planning this is just a quick screenshot um here in a moment we'll go and take a look at the real thing but the capability map provides you a view of the hierarchy traditionally capabilities are in hierarchies I usually recommend over the years that have recommended that customers stick to about three levels you can go as deep as six in in the product this this screen supports up to six layers and it's just more difficult to manage the more layers you have I have seen customers start with a single level just a list of 10 very high level capabilities and they did their Association at that layer and then the next year they added another layer and moved the association to the second more detailed layer and they evolved over time it's a great approach about the only approach um one of the most popular ways that people will start with their capability model is going to apqc apqc is an a non-profit organization that specializes in advising various Industries on a um industry process giving standardized industry process they also include a cross industry just standard prop set of processes the top three layers of these process models the PCF they call it um make great capabilities they're expressed in a manner for example the top layer develop vision and strategy develop manage products and services marketed sell products and services these are the kinds of things that we all do all of our companies do these things you break it down a little bit further and the ideas we understand what are businesses doing what systems are supporting that that's an incredibly powerful bit of visibility to know that these systems are supporting this critical business capability and we're having problems in delivering this capability we need to go look at these systems yet another form of rationalization and understanding foreign let's take a look at it for real for just a moment back to our system um you'll notice that APM home kind of gives you a launch pad for everything APM there's other ways to get to this I just use this because it's quite convenient so one of the things we see we've talked about the indicator and scoring framework we see scores over here capabilities can be scored traditionally capabilities are scored by people process and Technology that's the evaluations we do and um in our toolkit we provide some questions for capabilities as well so here we see since it's in a hierarchy there's lots of ways of visualizing hierarchies in this particular instance we have a way to expand the hierarchy is you click on a particular capability over here we can see what business app okay and this one unfortunately doesn't have business let me find one that does I can see the business applications directly Associated if I click on a higher level one I can see the indirect ones that would be the children that are rolling up to this capability capabilities are measured at the leaf levels that's these lowest levels in the hierarchy so we we do our evaluations or assessments and scoring there those scores roll up the up the tree if you will we can see details people process technology scoring project Investments you can associate demands projects against capabilities there's more features coming in the future to enhance what we can do Association of capabilities to goals and strategy this is a a growing thing as part of the SPM APW and there you'll hear more about that in other sessions so we view this by our here's our capability here's our evaluation one thing that we're not touching on today but we will in another session will be technology portfolio here's that Association of Technologies to the business applications you see the risk here these risks also roll up through the application service through the business application to the capability and we can look at it by technology risk and the red ones here showing risks the gray ones probably have not been evaluated from here we can also manage our capability hierarchy so if you once you've loaded usually we'll load via spreadsheet but once you've loaded your capabilities you may need some hierarchy using something like this it makes it easier to see it so if I want to add a new child under this I can easily do so from here add a capability I can edit this capability so before I move on I kind of jumped forward on me I want to talk about demand so another maybe a stretch go I think a highly valuable and unique part of service now's APM is I've done my rationalization I looked at some capabilities and I've got a problem with the capability and I want to improve the applications that support it how do I do this how do I start something I use a demand a demand is the ability to generate a business case demands in service now and and there's plenty of content on the community also we'll be having follow-on sessions to talk about it but demand insert in servicenow and APM side of it we can Define what kind of activity is it we're improving usability we're retiring an application we give it a name we Define kind of what we think it is is it strategic and it needs a project or is it a operational and it needs just to change we give it dates departmental ownership we can define a manager or part of the demand process might do that and then we identify the effective capabilities and or business applications this ties this business case to the application once as a it owner as an Enterprise architect as some interested constituent I can look at what's going on with a particular application from the roadmap for you this is but one way to do it there's also APW again that's been mentioned a line of the planner workspace we've got a session coming up on December 7th and we'd love to see you all there as well so this but this view here um application roadmap it shows me all the projects demands um what business unit what department priority Etc so I can see and understand what's going on with my application so that's our minimum variable with the stretch goal of Demands and business applications where do you go next so one area that helps you in set up and maintaining and and running your APM is guided setup guided to set up does not have to be completed to start but it's a One-Stop shop for everything that you might need to configure in APM I'd recommend taking a look at it it kind of as it says guided setup it guides you through the various parts of APM this is something that we'll probably have an office hour on later next year um just to discuss what you can do with guided setup in ATL so application portfolio management we talked about the rationalization maturity model there is a General application process or steps in maturity crawl walk run if you will we call it the fitness levels level one establish that basic inventory establish the process of being able to maintain it certify it intake for new applications who enters it who's responsible it Focus understanding so consolidating this is again that ownership and start to align it to operations down through the application service and connecting to the infrastructure that supports it aligning to the business we just talked about business capabilities and demand and being able to to understand how these Systems Support what the business does proactively managing the portfolio rationalization and and the various tools that we we provide to be able to measure that application inventory and then filing top level integrating the technology and business function and understanding end to end from the abstract to the physical what the applications are doing what these Enterprise are doing so this is more for your consumption I don't want to read all of these to you but here are a set of kpis that you might consider for measuring it's a success of your program um of course this is just a starter list add to it add your own indicators and metrics and then finally we have a road map this is just a recommendation it's a proposal if you will it's not written in stone some some customers May begin very early on with something that is identified to be further out but the key things are the inventory and security that's you know who does what business capabilities you see that starts early in phase one csdm alignment that starts day one assess and Define start doing those assessments early establish that process when you start a new APM program one of the biggest things that is the biggest challenges is organizational change being able to take these new things that people have to do and they say oh you're just giving me more work because they don't understand why you got to get over that and and get through your people over it so that you establish a good process and then alignment so you've established the inventory late phase one begin the alignment to itsm and demand activities itsm requires that alignment and those indicators requires the application service level again we're going to have workshops on operational indicators and how to build them and what your possibilities are align to the Technologies again requires that application service how does TPM work we're going to have a workshop on that as well introduce TCO so the current TCO capabilities and servicenow are kind of on pause there's new functionality coming so here's one of those Safe Harbor statements we have new APM functionality and capabilities coming that will be incorporated traditionally and and I've been doing this for a lot of years getting that total cost of ownership and the cost in is pretty hard um so we kind of put it out in the in the late phases but if you have the information you could do it first thing there's again this is just a guideline something to think about and then finally Enterprise artifacts part of the Tokyo release we can attach artifacts part of the EA Enterprise architecture function is to derive various artifacts any associated with the Enterprise systems Lucid charting so that you can draw those diagrams and ability to manage the artifacts and versions that finishes our presentation I do want to leave you with a request and a consideration we're always looking for evangelists for the Strategic portfolio Management Group if you're interested um again you'll have this particular presentation reach out to us we would love to have you as part of our evangelists um program so now we have uh 12 minutes questions uh anything that we can help you with hey Mark so I captured a couple of questions that may or may not have been answered um with inside the chat but I think it's worthwhile to be able to share that with everybody and everybody that's on the on the uh Workshop here you know if you have something specific please put it into your uh put it into the Q a and we'll share it with everybody here so here Mark here's the first one ready all right yep all right so you talked about indicators right and you gave somebody you gave a couple of examples are there right but you know maybe you can expand on that a little bit and what are some of the other critical indicators that should be addressed when you're using APM specifically around kind of like app inventory and app rationalization so the indicators as we were talking about it to me it's one of the a really brilliant part of it and it's a differentiator the other competitors I don't think have a good system for doing this we've built in measures so other types of indicators we've talked about a couple of the subjective ones there's customer satisfaction technical fit those are fine the the next the The Gold if you will are getting down into operational indicators and in the csdm part of the discussion we showed how you tied to the application service application service brings together the infrastructure that is driving or running that application and guess what else by CSD and prescription application services are identified as a part of incident problem and change in in many cases maybe not all cases but it's been a service now recommendation for quite a while to be able to identify those which application Services that's down or you can't log into or it's slow or whatever is going on or we have a change and we're upgrading the servers and guess what they affect this application service pounding those events the number of incidents the number of problems incidents that were P1 incidents became a problem the changes so a lot of changes in a traditional application that's maybe bad in a modern application with a CI CD pipeline a lot of changes are happy thing what you want to look at instead is successful changes changes that didn't generate any post uh change incidents that's the kind of things that you look at you bring that measure into it and not only if you Incorporated the opinions of people the subjective view you've Incorporated and rolled up that objective view of here's how healthy this thing is it's it's got problems and so the indicator framework because of its flexibility can Encompass all kinds of Concepts you could go after technical risks based off of GRC related stuff if you have GRC and APM you could go off of vulnerability if you have vulnerability management the possibilities are really Limitless that's great thanks Mark here's another one that I that we noticed in the chat earlier on was um is there a common or standard list of business capabilities and um I'm throwing this in there it might even be like you know how do you are they the same across Industries are they different maybe you can expand on that a little so they are the common one again apqc that we were talking about that's where for many years now I've been directing people these guys are they're all about process but again the top three layers Express nice capabilities this is a great common set they have a cross industry basically any industry but they have very specific industry Silo uh versions for you know Aerospace Health all the variations of Health Care um financial institutions um this apqc is well worth a look when you go to start planning and you might start with just this top level that's a pretty powerful statement right there just to be able to do these 13. um the document that I was referring to in the toolkit tells you how to go yeah it's free you can create a login an apqc and it tells you how to locate and download the Excel spreadsheet that represents their capability model and then there's here's the the URL for it www.apqc.org PCF great there you go I just want to put in the chat just recently here we go is that if a client wants a unit based pricing or a business that for one or several business applications well that require the upcoming feature related to TCO to get costs related on the CI level and then have the ability to aggregate that up to the business unit or business applications yes there there's a lot you know TCO can get really complicated especially if you're going to start Gathering costs of the various subsystems if you will Gathering all of your server costs and all of the the partial um software software installation costs we are working on new um TCO capabilities that are looking to do exactly that kind of thing um and what I'm hearing is we have a simple model where if you have the information you can just load it and incorporate it then there's a more complex model that we're looking at where we can utilize our integration with it Asset Management strategic portfolio management the demand project agile and safe execution those models incorporating all of those costs it is it's going to be a big lift to get it built but that is where our thinking is right now and Mark we have just how important so I've heard a lot about this in the past and those questions come up right so how important is it you mentioned a simple model a complex like where's the middle ground there right do I need to be precise down to the nickel and die more you know when is there just too much Kentucky windage to where you know it's not reliable you wouldn't be reliable at being strictly very focused on APM I want to use those costs for rationalization if I've got two applications that are in my mind um I I could get rid of either one of them but I need one or the other one of the things I'm going to look at is what is the cost now that made that's not the only thing I look at but costs can become a big factor it's really nice to know when you go and and you know do your burn down reporting here's the applications that we plan to retire this year and you have that cost you know some kind of a a thumb in the air is is what you start with the more accurate it is the better your evaluation um does it have to be down to the penny accurate I don't think so not for an APM practice but the better your data if you're using some of these systems that gather that kind of information and you have that information in an external system and you can just import it that's what the simple says this simple model that we're talking about will be where we're Gathering it from servicenow and asset management and strategic portfolio management and those kind of costs that will be a bigger and different story that's really kind of replicating what some of these external systems will do but the short is is you don't want it to be just completely Thumb in there but you want to have something better than Orca or magnitude I guess is the short of it and and its uses are you know are are it's really valuable as a part of your your understanding and visibility okay and so I saw this question come up a couple of times so I'm sure it's probably in a few other uh folks mind that that that's here in the workshop right is um this is so what's the difference between SPM and APM okay strategic portfolio management for one thing we we used to be called I.T business management itbm that's and everybody that's known us for a while that's what you probably still call us is itbm um I.T business management encompasses not only the Strategic plan and the reason we renamed is because we're not just for I.T we can do a really good job at at demand and execution management with the tool set that we've got but especially it all starts with idea and demand this idea of intake and building the business case and actually having visibility to everything that's going on application portfolio management is more of an Enterprise architecture and I T function where you're you're managing these systems but guess what if you think about I.T and the projects in I.T what is it doing if you if you go upgrade a bunch of servers or we have a project to move a data center you are affecting your enterprise system so APM is very closely linked to it that's why it's part of that particular product group here at servicenow but strategic portfolio management is what it sounds it's the starting at the Strategic level and being able to manage your Investments and work all the way down to the point of change even and having that visibility as to what it is that you're actually working on again it does not have to be all i t it certainly is well adapted to I.T but it can be products and products could be anything products could be the services that you offer your customer we can give you that kind of visibility you can model your products and then with features like our customer service Management Field Service management employee workflows all of these things can be tied back into what you're doing in the strategy of your company to make it run better and improve the capabilities that you deliver hey Mark those uh thanks your timing's impeccable here last breath taken right there at the bottom of the hour here yes thank you Tony and thank you everybody for joining us today um there will be more let us know what you want to see thank you everybody for showing and please go to the uh SPM event sites we're gonna have more of these workshops coming up in one queue and throughout next year thank you very much