okay so this is the live on servicenow webinar for getting started with itsm Pro you've got three of our product managers here from servicenow and we're going to go ahead and get started just with introductions and things while everybody is joining in since we will be talking product as usual we have our Safe Harbor notice saying please don't do any formal planning and and and you know strategic alignment and so on based on what you're hearing today things can change however we aren't talking to Futures today so this is pretty pretty safe everything that we have is live and active now we do have a number of future webinars and meetups so please go ahead and join us at our live interactive events regularly if you scan the little dinosaur over on the side you'll be able to see the schedule and there's going to be a link shared in the chat which I see we already have out there so we have saved a little bit of time at the end for Q a so please use your q a button at the bottom of your screen anytime you have a question throughout the session as we can we'll be monitoring the Q a and we'll answer some of those you know as we go through and others we will focus on at the end the session is being recorded and it'll be shared on servicenow community right after the session and last but not least you'll be prompted to fill out a short survey after the session if you would we really appreciate the feedback it helps us decide what to put forward in our future meetups and webinars and serve you better so again thank you all for joining us today I am Janet Acorn I'm a senior principal product manager with it service management here at servicenow I've been with servicenow for close to five years been doing servicenow stuff for about eight years I've been doing itsm consulting for well over 25 so lots of experience lots of different scenarios and I will let my cohorts introduce themselves Isabella hi everyone my name is Isabella if you've been on any of the virtual agent sessions you've probably heard my voice before um I am a senior product manager here with itsm primarily focused on itsm Pro specifically virtual agent and I'm very excited to be here today hey everyone thanks Janet Isaac Bartz I'm a product manager over devops and a few other of the itsm pro features I'm based out of Northwest Arkansas and I've been at a service now I'm the youngest here I've I've only been here five years so nice to nice to see everybody and hope we have a good session today excellent thank you and I just noticed we've got people from New York we've got someone from India wow it must be getting late there for you we've got Bloomington Minnesota we've got New York Atlanta Ohio a little bit of everybody London tech support manager excellent and Toronto yay Canada is represented and New York so welcome aboard everyone we have a packed agenda for you today we're going to kind of go over an overview of what idsm Pro is how we drive business outcomes then speak to each of the components of itsm pro very briefly to say what they're about what we do with them kind of where to get started and at the end we're going to talk to how you measure success with itsm Pro what you're looking for what tools we provide you to help measure your success of adoption and then we have a number of resources and we'll do a question and answer a period at the end so jumping right into it servicenow it service management this is the wheel you may or may not have seen before and it talks about everything that's based on our platform and and this is really what it is we have the mobile The Benchmark cmdb reporting knowledge service level management surveys and the mobile agent as our base then we have all the standard pieces asset request change problem incident and then itsm Pro comes in as well and sorry we also have digital portfolio management standard and we have virtual agent predictive intelligence performance analytics devops change velocity continual service improvement Vendor Manager workspace and dynamic translation and we're going to try and touch on every one of those things today for you we also build further on that with Enterprise with process optimization and Workforce optimization so as you can see even just in the IT service management side there is a lot on our our platform that brings things together and what we're really focusing on is once you've got the modernize and you've got your base itsm processes running what are all of the pro features that we can use to really help you measure your success and move forward foreign so customers like you are driving outcomes with itsm professional there's a lot of things we've got I.T service desks that have an 80 accuracy of assigning tickets automatically you know they're getting rid of a lot of that repetitive review and Things by using machine learning and predictive intelligence to get that those tickets assigned to the right place the first time by doing that it means that your your employees get answers faster your Workforce is happier because they aren't doing the boring routing tasks and so on and you can have agents save up to 20 hours a week just on change tickets by implementing devops change because it connects the tools and the pipelines together and uses data to drive the workflow rather than having everything done manually virtual agent that one place for self-service allows your employees to really be able to reach out anytime anywhere and get the answers they need and it will deflect up to 50 percent of tickets going into a normal help desk once you've got your first virtual agent rolled up quite easily and last but not least you can really get a reduction in in process backlog of up to 70 when you look at performance Analytics because you're able to see what are the areas you need to focus on what are the trends that are happening you know and it helps Drive service improvements throughout so there's lots of outcomes that can be driven by the various products that we have with us so quick poll question at this point we're trying to find out a little bit about you what are the features that you most use within your organization for itsm Pro or if none of them right now what are the ones you want to use most so we're kind of looking for a prioritization of the folks here excellent we'll just give this a minute to run so that we can see where folks are focusing on right now what's moving forward it's nice we've got a little bit of everything so far cool and bear with me we're going to give it another 30 seconds we've got it 60 of you so far in the polls like to see us top up to 75 if again we're getting there at 68. foreign let's go ahead and we'll show our poll results here and can you see the poll results now here what we've got is okay four of you or 15 are using or plan to use predictive intelligence both the same amount for performance analytics which is interesting 37 for virtual agent which is great because self-service is a huge place to start but we'll give you a couple of tips on how predictive intelligence can help that even continual Improvement management seven percent okay good good start service operations workspace 11 that's awesome and we will be talking to that the benefits vendor management workspace surprising only four percent that's that's fine that's good um seven percent in devops and four percent with Dynamic translation so interestingly none of you identify success dashboard and I suspect that's either because you don't know what it is or it's not an individual product unto itself it kind of helps us assess and monitor everything else so we're going to touch on all of those as we go forward and we're just going to start with where do we start right if you're on the itsm road and you want to start with Pro where do you go so there's a few different things you have to really talk about which business outcome is it you're trying to drive right when you're implementing Pro it's because you have specific things that you want to improve upon you either need to move and get resolutions faster so you're trying to to lower your mean time to resolve you're trying to increase your self-service and you're looking at virtual agent I know you're bringing your Ops and Dev teams together so you can get you know change velocity going do more faster uh you're looking at measuring vendors or maximizing self-service with performance analytics and continuous Improvement so there is a link on the deck that I believe is going to be shared with you and it's also been added into the chat right now which is the itsm pro getting started guide that will talk to a number of these outcomes and where to go and which products will help you with those I it is slightly out of date it's about one in one version behind so we are doing some changes in the next few weeks just to bring that up current but it will be the same link so please keep an eye on that we update this with every uh new release and you'll see what's going on there so now where do I start we're going to start it with the products overview and I'm going to hand it over to Isabella to go ahead and start with performance Analytics thank you so much and that thanks everyone for joining again so I just wanted to start off by talking about performance analytics I remember it's about 15 of those that were interested or using performance analytics but it's really a important part to see the trends and prioritize resources and drive service improvements so specifically for itsm we do have a number of um dashboards out of the box that are available with the itsm dashboard plug-in that gives you the idea 7 content pack so we have change management problem management incident SLA major Incident Management incident Spotlight and fixed costs so um there's several analytics and Reporting solutions that are pre that that we have pre-configured so this is that content pack that is really important to really see the actionable data visualization and help you improve your business processes and practices so you'll use the performance analytics widgets on the dashboard to visualize the data over time and to identify areas of improvement so that's why I wanted to talk about performance analytics first um with the itsm dashboard admins just download the content pack and then these are available when you install it you have to complete the configuration and run data collection jobs before you activate these dashboards and you'll want to activate the dashboards and dashboard properties from the context menu that's a little bit more detailed information but I thought it would be important to share for those of you that are on here are that are admins or platform owners I thought I would give a couple pieces of information on that so you'll hear that throughout my section as well and then going forward we have the it executive dashboard so this is really to see the high level view of all of itsm um you'll see I'll let it play just a moment here um there's a little bit of a demo so that's that one and then we also have the it manager to follow the daily and weekly progress of incidence problem and requests for assignment groups it's really specific for that manager that's getting the look of their team how they're performing what areas they need to look at and work on and then there's the it agent dashboard and this is to view open incidents problems and requests that belong to you your assignment group through personalized reports you can also see which incidents that belong to your assignment groups exceed that Spotlight threshold so I just wanted to talk about performance analytics a little bit before going into itsm success dashboard which is the next slide and although not many uh selected this as um something next slide oh yeah next slide Shannon okay awesome although not many people selected this it is um something I wanted to chat about it it is one of our newer features and functionalities it's built on performance analytics and it's really provides the it leadership and process owners with um measurement and of the performance of itsm with predefined kpis by servicenow so it's prescriptive guidance um this is a store release it is not configurable customizable and as I mentioned for those admins or platform owners that are on today um a couple things to know when you're using success dashboard before getting started um it's key to deploy virtual agent conversations to be able to track deflection you are also going to want to review and update if needed out of the box instrumentation added for knowledge articles and then if there are any catalog items that are fulfilled automatically end to end then marking or flagging catalog items to to reflect the Same by updating the automation fulfillment level to fulfill so you're going to want to do that the other thing is as I mentioned this is built upon PA so the PA indicator daily data collection jobs are inactive by default and so you'll have to turn those on in order to run this and specifically you'll want to turn on the success dashboard for itsm daily data collection PA SLA PA requested items PA incident NPA dashboard daily collection so those are the ones that are key for Success dashboard to give you all that important information that you're looking for when trying to measure the success of itsm and then the on-demand jobs that you can run to collect and see data from the past 60 days in the dashboard include include success dashboard for itsm historical data collection VA requested items PA incident MPA success dashboard so I know um those those are key pieces we also have resources for a lot of this information that will add in either now or at the end of the session so that you can see a little bit more of that in detail but I wanted to give that heads up as well moving forward to VA awesome okay so before it builds here I'll just leave it at this one moment so um this is kind of what's going on in the background of VA and again if you've been on any of the live MBA sessions you've probably heard me talk about this quite a bit um there's a lot going on so where to start and what to do with virtual agent so the first thing if you can build one slide or build one um Janet and service catalog and catalog article or knowledge-based articles very important and very key to have down before you start using virtual agent why you may ask is because it is the foundation for workflows for getting transactions for doing things with virtual agent so if you have those down that's going to be the bulk of what you use for virtual agent so it's important to have that nail down then when you're ready to actually go live with virtual agent things like that you'll want to start at the CI home page that's where you can set up AI search you can set up blood agent nlu you have all the anything an admin might need in order to get going with virtual agent and then you can go from there to topic recommendations topic recommendations is very powerful it's using pi and I think Janet will talk a little bit more about it later but it's using pi to really give you an idea of where in your all your incidents all your requests and all your records could you get the most use of virtual agent what out of the box conversations have we already built for you to leverage for all that low hanging crew if you're getting a lot of requests or incidents coming in say about VPN connectivity it'll show up as like hey this conversation or this is coming in a lot you should create a conversation around that and that'll deflect X percentage of records or incidents coming in from there you take it to be a designer to do that customization of the workflow as needed based on you can take our out of the box make a copy make those edits based on your organization and you can also do languages in that so take bringing in Dynamic translation and localization framework you can customize or build those based on whatever languages your organization is finally we have VA analytics and success.org this is really where you get to analyze your performance of virtual agent or nlu or live agent see how it's performing see where on continual Improvement can take place and and that can be done with VA analytics or success dashboard which I will get into shortly and then there's some additional resources and then I'm going to pause here to see if there's any questions before I get into overview of these products in a live instance no questions right now I've answered a few in the Q a but uh all is good at the moment okay thanks appreciate it all right so I am going to take the screen and Hope for a solid demo alrighty so I have this instance already opened up this is one of my demo instances so what I just wanted to Showcase was some of the things that are available with Pro and um the areas that you're going to want to focus on so rather than go through service catalog and knowledge base articles as I mentioned I'm going to just jump into the CI home page so if you type in conversational um Analytics I swear on demos I always don't know how to spell so let's see because I've got an N that's why there we go okay so if you go to the home page as it loads this is where you're gonna get a lot of the meat as I mentioned um it is a very good place to start when you're trying to get up and running with virtual agent and you can check it over time to see how your Bot is performing at a very very high level um I don't know if this is going to show because I haven't used it in a little while um but here you'll see like if you need to update any of your plugins brand your Bot create your custom greetings here there's a lot of um really quick guides to get there but what I wanted to focus on here is setting up topic recommendations so I did already run this um actually before I do that I'm gonna go back a little bit to show the other ones so uh the other options here as I mentioned are setting up some other areas of virtual agent that are very um helpful so issue Auto resolution I didn't mention it in detail but this is kind of like your Agent Zero where issues or incidents will go straight to the virtual agent to try and resolve before going to um a live agent or getting a sign agent chat profanity filter AI surge um add your Bot to a portal set up your nlu and then manage your box channel so this is a very key page to get started but I wanted to talk about uh topic recommendations I did already run the model just for the sake of time it's about 15 minutes to run the model so what you would do is you press get new recommendations I right now only have it configured to be able to do incidents because I don't have the minimum request minimum number of requests or or whatnot you can change those settings to change that threshold but you would click incidents get new recommendations I just did this this morning and so this is what we have so far so collaboration application if you that you'd be toggle into here you'll see there were six matches when it was ran you can see how they've contacted you who handled the ticket and the language um and you could do that for any of these and then what you could also do is here's how they'll link to existing topics things like that so from this um you can also look at like advanced settings for nlu workbench Etc you could add these in directly into your virtual agent I've already done that so you don't see that option there virtual agent designer so in order to do that showcase designer a little bit um I already pull this open and I'm going to select my IT issues again you can go in here and copy any of these to edit the template to make it in more aligned with your organization but we do have a number of out of the box conversations already the one thing I wanted to show in here was specifically languages so I did download Spanish so that Dynamic translation um what happens here is when I download the Spanish plugin um I don't have it in the right application right now but if I was in that I can some agent application I could go in and train the model I could either use localization framework which is more by hand you can export the conversation and do manual translation or you can leverage Dynamic translation so it uses the machine to automatically do that Translate translation and we have a number of conversations available out of the box for localization framework and then you can leverage Dynamic translation that also includes for nlu models as well so that's how you would work with a dynamic translation there so I'm going to jump into this other instance that has a bit better demo data to Showcase VA analytics so here I have it for the last year and you can see deflection count deflection pattern active VA users conversations um complete and complete categories topics and what you can really do here is figure out what's most important to you and your organization is it user feedback how the um how how the user is feeling about virtual agent life agent Etc do you want to dig in deeper here and analyze where there are opportunities where there are challenges um do you want to see hey um you know there's sixth knowledge articles that are being surfaced quite often maybe we need to go in and make sure that Northern article is very um robust and can really help deflect any issues or incidents that are coming in um so that's you know there's a lot of options here you can go even further in and then lastly I just wanted to show um success dashboard again success dashboard is at prescriptive guidance so this is not configurable this is all of uh based on server Styles recommendations on performance so I'm going to update this to yearly you'll see more information too on this side to keep it really transparent but you'll see you know self-solved percentage is up you know 15 for the year and you can see how this is calculated um call deflection percentage this is all about performance and then you can dive in deeper to any of these areas and then there's also service quality and I believe there should be uh yeah some some information on customer satisfaction mean time to resolve reached SLA and this is for the performance of itsm as a whole and then you can go in deeper to see um more information on where it is where is this information coming from and how is it calculated um based on your organization specifically so I know that was a lot I went through but I just want to pause here again to see if there's any uh questions in the chat or on Q a uh the only question we had uh during the presentation was was the which version is this and I'm assuming this is Tokyo that you're showing on right now but it does look pretty much the same in San Diego as well so anybody on either of those current versions should be fine yes I agreed uh this is Tokyo but to underscore what Janet said um San Diego still has a lot of the same features and functionality any other questions quickly before we move on thank you no okay then I will resume screen sharing and hopefully now you see predictive intelligence up so when we're talking about predictive intelligence it's machine learning it's a capability that we use to categorize work to Route it to collaborate to solve issues further and so on and you saw in the demo from Isabella that we were actually using the categorization work and things to identify a number of topic recommendations so we use clustering to say what are all of the requests that are coming in or the incidents coming in and what is it that we should put forward in Virtual agent and things like that for self-service the other place that we use it is we use it in agent assist so if any of you are using the agent workspace or similar you will have seen H and assist over on the right hand side where it will show you similar knowledge articles and so on and that's also using predictive intelligence and machine learning in the background so it takes all of the data in your system and and you can categorize work you can route work basically you will set up either a clustering or a similarities definition and it will crunch your data and go through and say okay here's all the records that were you know similar to the same thing they were routed in this way these ones got solved fast these ones didn't and it will help work through that and automate that Discovery and so on so it definitely works to decrease time to resolution getting tickets to the right people faster it increases productivity because you're no longer having to go in and say oh wait a minute I did another ticket on this where was that it will do that for you so it also helps reduce costs because things get resolved faster and people get back to work faster so just uh you have the link for product documentation there you will hear predictive intelligence also referred to as Pi regularly so if you hear Pi that's what we're talking to okay next I want to talk to service operations workspace and it is part of what we call our next experience so it came out again early version San Diego but Tokyo is really where service operations comes to life and we're talking about bringing together the environment both for your I.T service management so your service desk staff and your operations folks and we're trying to give a single workspace instead of having multiple workspaces such as the agent workspace and an operator workspace and a service owner workspace we've brought those all together so that those three personas can work in a similar workspace and see each other's data have transparency to help answer questions faster right so it's really about facilitating an incident investigation by having the extensible network so just to give you a quick look at what that might look like it's transparency and empowerment across the service delivery it's really about better resolution so from an agent or an analyst overview when they log into the service operations workspace it's the same workspace but they're still going to have a home page that is more relevant to them it's going to have the number of incidents assigned to them their slas what are the tickets there announcements and so on so they'll be able to work in a very familiar environment but they'll also have access to the alerts to the service dashboard and so on Meanwhile your person working in operations is going to have all of the information so they can drill down from an incident straight into the alert see what potential causes are root cause you know take a look at some of the utilities that we have available to use and so on and an end user would be able to receive an alert through virtual agent so using the service operations workspace we're able to say okay when there's a degradation about a service that users use make sure that they receive a notification when they log in to Virtual agent and it's going to say there's a service down do you want to be notified when it's back up and you can say yes and therefore you will get the update as it comes online or you'll say no and you won't be bothered with that because maybe it's not something you use in a day-to-day basis so it's really about bringing all of those experiences of these service activities back to the surface so that everybody can work together and moving on we have vendor management workspace bear with me so vendor management workspace we have an old plugin and we have a new plugin the vendor management for itsm pro really speaks to Performance and and reviews of vendor management vendor risk management is part of the risk management Pro product and that's really about the the governance and and risk right and the spend so those things work together with it workflows to give us a Vendor Manager workspace and I'll show you I've given you the link here for resources to document but I have a quick picture as well to show you what the Vendor Manager workspace looks like so as a Vendor Manager when you log in you're going to be able to see all of your vendors by grouping so you can group them by software by Hardware by type of service whatever it is that means most to you you'll be able to see how many contracts they have when they're ending whether there's Improvement initiatives open for the service and you'll be able to see success indicators that you define for the vendors so really in order to use Vendor Manager workspace and I know it's a small segment of you that we're looking at this it's a nice overview about your vendors and it's pretty easy to get started the real key is one make sure you have a Vendor Manager role so who is responsible for vendors in your system and the and the services that they support number two normalize the company data the Vendor Manager workspace works on company data so we create companies that company would be IBM or sap or whatever the case may be and their address their locations their contact information and what type of vendor they are that's the data that's used in Vendor management then you'd want to identify service commitments so what are the slas for those particular vendors which services do they support and then you'll verify these success indicators that you can Define at the bottom we have a number of out of the box ones that tend to be what are used most frequently which are stability or uptime vendor satisfaction customer satisfaction and then as you watch and monitor you'll be able to measure and see the differences and when you have risk management as well you would also have vendor risk right here and you'd be able to find out vulnerabilities and things associated to a vendor at the same time so they are components that work together very very nicely and next sorry if my machine will work continual Improvement management continual Improvement management is really about bringing improvements from across the entire organization together in one place so that you can align them to your Enterprise strategy so part of the start with continual Improvement management is Define what are the Strategic goals for your organization you know is it to be the top vendor of Enterprise risk Technologies is it you know whatever that might be Define those Enterprise strategies and set goals against them for your fiscal year and then what you can do is as you receive in new improvements whether they come from a problem record you're doing a problem investigation and all of a sudden you find something that we end up finding out is not related to the root cause but it could be a contributing factor to Future incidents and so on so you want to identify an improvement item you would put it in here you would align it to where that's going to help strategically the organization so is it going to lower mean time to resolution is it going to improve sales or customer satisfaction and then it gets managed down the line and can either be tasked out to individuals to do it or it can be tied to a project in a project opened and move forward from there but in all cases it should tie back to an Enterprise goal and there we have our resources for continuous Improvement management this is absolutely something that you can self-implement it does not take a lot of configuration to set it up just a few simple questions and knowing what your strategic direction is and with that I'm going to let um Isaac step in and speak to us about devops thanks Janet so uh really quickly just a few slides and then we're going to get into a live demonstration we've devops is a solution that is taking two very different teams and making everybody's life easier so you can see right here on the screen developers may not have a a good experience with ITIL processes like change management a lot of developers can see that as an administrative burden and rightfully so in some cases if it's taking two to three weeks for one change request to get fulfilled it's really going to hamper your your production environments next slide Janet I apologies no worries told you I was gonna go quick so we can build this slide out there's there's more frustration Beyond just development and I.T you can see the development in it represented in the the top left box in the top middle box but also governance can start to become an issue how do you make sure that your code is is following your your governance requirements your regulation requirements things like gdpr is uh is there a clear text password being exposed in your code there's there's more issues than just speed to getting an application out the door operations and support can they support your internal and external applications especially when you've got you know thousands of end users and maybe your entire customer base is using a particular application that you build and finally visibility all the way up to the top are are your Executives really understanding any bottlenecks that might be taking place how can we support development better how can I T continue to do their very important tasks so two halves to a whole we want development and I.T to really continue doing their daily jobs and assist each other while they do it and that's the purpose of devops let's go to the next slide please Janet and we can build this out this is an overview of kind of the architecture of devops there's a few more builds there thank you it starts with your CI CD tools on the left side left hand side your development system of record that may or may not mean anything to to some team members here in the webinar but really this is where the developers are doing their work and it goes beyond just the coding it goes beyond the the pipeline that's being built it gets into other aspects like your planning so do you have servicenow itbm or newly renamed to SPM your your agile methodology all of that and your budgeting that's an important part of devops too it's not just about the coding in the middle section there's additional tools that need to be integrated this is adding what might be perceived as complexity to the solution if you've got you know sonar Cube if you've got black duck different types of testing tools running we need that information too so it's not just a coding tool or a pipeline tool or an orchestration tool we now have all of these additional testing tools you can see here the build test deploy step in the very middle of the screen that's pretty traditional we've got developers building testing and then they want to deploy with servicenow devops there is a pause you can see that A Change Control is in a rectangular form underneath the deploy that's because before your orchestration tool like like a Jenkins or Azure devops before that finishes compiling your production code servicenow receives a record a change request look at all of this great traceable auditable information that you see in that change request we're blending your Planning and Development tools your orchestration and testing with servicenows records as well so you see commits user stories scan and test results artifact releases all of that development information now is combined in the same place one location a simple change request with your incidents your outages any maintenance windows so the information that's maybe not available to the developers right is there a maintenance window well servicenow can then decide and help automate these decisions it's not just manually approving a change request we can now as a system of record that's pulling all of these variables in help you make decisions and speed this process along next slide please stay on it um yeah so that's our signal back to say green light change request was approved there's an adoption Journey here what we've really worked on in the past year at servicenow devops for servicenow has been out for about three and a half years but in 2022 what we really focused on was making sure that a servicenow administrator who may not have direct access to the development team or really the tools that they're using can easily get connected and begin using the solution the onboarding process for devops is extremely straightforward and you'll see that today it's kind of a call to action really truly if if you have the development team on board that says yeah let's let's start feeding you information on a nightly basis our code commits our pipeline activity servicenow can register that information and within a day you can begin actually using the Baseline functionality of devops at the end you see change registration change automation that's that's more of an automated step where after you've got the tools connected servicenow can step in and based on metrics policy inputs that we're receiving from these other tools you can allow servicenow to manually or I'm sorry to automatically approve or reject certain change requests making the process go even faster I think that's is that the last slide Janet or was there one more yeah this is the everybody's happy slide so at this point you've got developers who don't have to spend time on Administration anymore that's a win you've got change management devops or or really your servicenow team that can handle larger volumes of changes they're getting assistance in in making sure these changes are approved and speeding the process along governance you've got more governance better audit Trails better traceability and then operations has more visibility to be able to support the solutions and visibility all the way up to the executive level where you can see any again any potential bottlenecks are we taking too long to approve change requests are there code commits coming in um a slower Pace than we're expecting things along those lines so we'll go ahead and stop the PowerPoint we're going to move over to my screen here and very quickly I want to show you what we built in the past year this is called the devops change workspace a lot of what you see with the servicenow interfaces what Isabella was showing what Janet was showing this new workspace feel is extremely good for playbooks you could also think of this as a guided setup if you will how do you get this devops change workspace how do you get devops well we we've kind of made a soft announcement a bit of a soft launch that all of our itsm Pro customers have access to devops it it's uh not exactly um it's been announced again as a soft launch but um if you have itsm Pro everything you see here today there's no additional licensing fees all right once you have and you're an itsm Pro customer uh simply go to the servicenow store and underneath devops there is what is called devops change velocity and you can go the you can go the old-fashioned route you can go into the plugins and activate this that's completely fine it's just a little easier to show it through the store and the dependencies all of this is listed here so you get the devops data model you get all of the devops Integrations so if we connect to the tool we're going to give you the spokes right so that's going to come with it and the reporting of course this is part of our performance Analytics so again devops change velocity you can go ahead and get that and that will give you uh the foundation of of your devops solution once you have that you can go to workspaces in your navigation and you'll see devops devops change workspace okay and that's what this is it is very straightforward set up accounts there's there's two accounts necessary there's a system account it's called devops system and there's another administrative account so we somebody needs to have devops admin permission so this will help you work through those even set the passwords from there you can assign additional administrators or additional access to the devops tables to the devops solution and you can even do things like assign tasks if there's somebody who's in charge of your um of your CI CD tools you can actually request there to be a an additional tool connection or an additional setup and those requests would be done here under assigned tasks it's optional but it again provides a bit of a paper trail as far as your history with integrating with the tools from there you're going to connect your tools this is this is really the core of the devops solution we just need to pull in a date the data default is a nightly basis so let's go ahead and connect tools you see here all of those spokes all of those Integrations that servicenow has already created are represented here is it a planning tool is it a coding tool is it your orchestration tool is it a a repository like artifactory or is it a testing or scanning tool these are these are now just a guided process each one of these has different steps to it based on the tool that you're connecting to and we've planned this out for you let's go ahead and show you what Azure devops looks like right and a lot of these are one-time setups if you have the ability to access these tools you set it up one time and that's that's pretty much all you'll need to do from the administrative side so from here um Azure devops is a cloud-based utility so we need a URL we need the password token and from there we will then go through a an import process how how many months back do you want us to pull your pipeline data in and that's what's happening there just a little bit different look and feel I'll go ahead and show you a coding tool we're going to use GitHub and this wizard it's it's going to look a little different the authentication method is is going to be what's different with GitHub so do you need basic authentication or auth 2.0 sometimes we still have customers using on premise utilities if that's the case I've seen Jenkins Jenkins a lot of times can still be an on-premise software and that customers haven't migrated to the Cloud yet if that's the case you'll you'll need to use a mid-server and from there you can select a specific mint server and that way we'll be able to communicate at that point from there when you when you set up your your Authentication you're asked well what do you want us to Monitor and that is going to fall underneath applications so after you connect your tools your planning your pipeline your coding tools your orchestration tools this is then going to fall under what's called an application an application is is a grouping of these different utilities because if if you've got a development team A lot of times they're using different tools to support the same software build they could be using Jenkins to do their agile methodology they could be using GitHub to do the coding they could be using Jenkins to do the orchestration so when you create an application this is that grouping together a micro service if you will that that communicates to servicenow where to align these tables I'm going to go ahead and show you an existing application so this navigation along the left hand side is pretty important you can see all of the applications you've created you can see all of the tools you've connected with and the reporting insights that's right here too all right so underneath applications I will show you an existing one that I've built out and Parts Unlimited anybody reads the Phoenix project that's where this came from and from here this is this is how servicenow organizes and categorizes your different CI CD tools applications is the name that was selected um I'd probably have called it something else but this is what it is now underneath plans we can see here do I need to associate a different planning tool in this case here I'm using Azure devops to do my agile methodology okay the repository so I've got something in artifactory and that's pulling in and hosted on a devops environment underneath pipelines I've got two pipelines of monitoring there could be a test pipeline there could be a QA pipeline I want to just monitor the production pipelines so that's what these two are you can associate additional pipelines if you want there's additional repositories as well and this will show you how fresh your data is so there's an administrative side because we've got these connections and we can connect additional tools there's there's data being sent and this will show me kind of the health of my instance and how often I'm pulling it in once you have a tool one last thing to show you once you've got your accounts set up your roles your tools connected and then finally your applications created at that point you can begin to do kind of phase one of devops which is called change to traceability it's quite simple you you go to your change requests I'm going to create a new change request there's nothing special about this screen right now standard run-of-the-mill ITIL uh normal change that I'm about to build because I have itsm Pro I'm going to I'm going to tell this change that I'm going to pull in some devops data so you can change the category go ahead and quick refresh this screen and then you'll see a new button up top adding devops data there's three entry points artifact version release version or build number from there there's no copy pasting errors right I can pick the artifact version and from that point all of my work items commits test summaries they are all included and will now be part of this change request they also have links back so if you have access to any of these CI CD tools you can read the data and go back and see well what was actually coded what what do I need to approve you can now approve with much more confidence because the context is there you have the commits you have the artifacts and this is this doesn't even have any automation to it so we're not going to show that but as a follow-up on the Community page for a view of the automation that comes with devops I'd really encourage you to go to servicenow community you can do a search for itsm Pro devops I'll put a link to this article as well at the bottom we've got two videos I've got a tutorial that actually goes into a deep dive connecting a tool and it will guide you through that and then there's an overview Journey this is where you can see the automation of devops so call to action definitely if you're an itsm Pro customer go ahead and get activated and you can start with the workspace thank you thanks Isaac okay and very quickly to wrap up with just a couple more slides Pro tip before you start on a major transformation project please make sure you're upgraded to as current I release as your organization will allow we've got a bunch of uh pardon me resources here that will help you with how to do an upgrade what's incurred in the latest upgrade and so on and we'll make sure that these are available to you through the deck and then next is measuring success how do you measure success of all of these wonderful Pro components number one the success dashboard we purposely did not call it itsm success dashboard although right now that's how you'll find it in Tokyo because it is being extended right now it's an itsm success dashboard there's also one for hrsd if you're using the HR components but we are bringing all pieces of the platform together into that success dashboard and you'll have availability there performance analytics we have an analytics hubs for individual indicators but success dashboard for overall predictive intelligence the indicator most important is precision right so how precise is your prediction again success dashboard will show you that overall VA we have another dashboard so again we've given you the links to all of the different ways that you can measure success through your journey into itsm Pro and it's really easy to get started there's a number of different places so please I know we don't have many questions left at this point if you have any additional questions send them in we will answer them or we will come back with another session to get to them but here are a number of resources to help you ensure your success and where you can find skills information the community site which all of us have access to and it provides good information not only for servicenow details and updates and what's Happening Here but from your peers who are using the product and what they're running into and how they're using it expert services and Partner Finder if you decide you need a partner to assist with an itsm Pro then we can help you even with that so I know we only have about a minute left but please if there are any questions go ahead and throw them in Q a if we don't get to them during our live time we will come back and answer them otherwise I'd like to say thank you all very very much for joining us a lot to cover in itsm Pro so I'm sure we'll be talking to you again soon thanks everyone thank you all happy Holidays happy holidays bye