good afternoon everyone caresoft technology would like to welcome you to our servicenow federal Tech talk it operations management visibility joining us today from servicenow we have Andrew Shearer solution sales executive and Christian Malone principal solution architect great uh thank you everybody Heather thank you um I will I too will turn on my video uh usually I have a face for radio but we'll give this a try um okay well I'm just going to jump right in and and uh and uh you know hopefully this may take a full hour it may not but we'll we'll jump in and please as Heather said any questions you may have uh please let us know and and we'll try to make sure we get everything answered so so good good afternoon everyone thank you for joining us today for the latest in our Tech talk Tech talk webinar series uh today we're going to be discussing servicenow's itom visibility solution we're going to break up the webinar into two parts mine will be the first voice you hear as I provide a relatively brief overview of the solution and once that's over I'm going to turn it over to Christian to walk us all through an actual demo of the product so as many of you may have guessed by now my name is Andrew Shearer I am a solution sales executive supporting the federal government I support something that we call the technology workflows technology workflows are in for servicenow are comprised of itom which is our I.T operations management solution which we're going to talk about today itam which is our asset management solution which is made up of our software Asset Management our Hardware asset management and very recently an Enterprise asset management and finally our SPM product which is our strategic portfolio management which is Project portfolio management agile those types of things with me today is Christian Malone Christian is our principal solution architect for federal technology workflows and Christian has over 25 years of experience in technology including data center Cloud SAS and prior to working for servicenow Christian was actually a customer which gives him Keen insight into the customer experience in fact Christians experience with servicenow spans an impressive 15 releases dating back to Eureka if you don't know how we name releases they're named after a large cities alphabetically so today for instance we're in the Tokyo release which followed the San Diego release which followed Rome and Quebec Paris Etc um so you can see if Christian's been around since Eureka that's e uh he's been around a long time so I can honestly say that every time that I hear a demo or I see Christian give a presentation I also learned something so I'm excited about that as well so with that I'm going to jump right in and let's get cooking all right so let's talk about the agenda good news we're already ahead of the head of the game because we've already done our start in intros next after the agenda I'm going to do a brief conversation about the servicenow platform as a whole um I think it's helpful to have a general idea of the scale and the scope of servicenow offerings and how does in this case item visibility fit into that broader picture from there we're going to walk through item visibility specifically and then as I said Christian is going to walk us through a demo of the actual product and we'll sprinkle in answering questions and you know if we need to we'll we'll answer a bulk of the questions at the end okay so this is a holistic view of the entire servicenow platform and more specifically as I mentioned I think this is a really good illustration of the scale and the scope of the now platform now uh many of my colleagues many of my peers uh they don't show this slide why because it's they say it's too busy or it's too crowded or it's too dense or it's too overwhelming it's you know add an adjective after the word too um right and so they say it's just it's it's not something they want to try to go through but the reason I use this slide is actually because of those things because to me the busyness shows in Stark detail the breadth of solutions that servicenow provides across the entire Enterprise right and so the reason that servicenow can provide the level of service and solutions across a myriad of different products across your entire estate is the fact that each of these solution uses a common single language each uses a common single architecture and each uses a common single data model that ultimately allow our customers to connect to the people departments and processes across their entire entire Enterprise So today we're going to be focused on item and itom is a very powerful product and it's really foundational to the servicenow platform but as you can see it's just a piece of the now platform and the value of our platform to our customers grows exponentially with implementation of additional products it's that idea of one plus one equals three foreign visibility I I'd like to start from the beginning and discuss both the importance of an Enterprise cmdb and the importance of Auto populating the cmdb as opposed to manually maintaining it the cmdb is your organization's digital foundation and is the foundation of the servicenow platform as well it's that Central repository of configuration items things like servers and user compute devices routers firewalls um and the cmdb holds the data needed to drive the outcomes from a customer's transformational goals remember the value of a cmdb increases as the accuracy of the data increases right or conversely bad data creates a cmdb that's not terribly useful right it's the idea of garbaging garbage out so to ensure that the cmdb has the necessary context and remains healthy and trustworthy we recommend as a best practice populating it in an automated fashion and to do this we recommend itom visibility Auto population allows not only for near real-time updates but also the most up-to-date most accurate data set possible it's through this Auto population that icon visibility provides the fastest time to Value as a customer gains visibility of their entire operational estate right conversely manually populating is going to lead to inaccurate unreliable data that ultimately is going to turn into poor decisions and we all know it's not because the decision maker is not up for the job it's because the data that the decision maker is relying on is flawed again it's the Axiom of garbage in garbage out foreign so if we can agree that it's best practice is to Auto populate the cmdb how do we do it right servicenow Discovery Again part of the visibility solution discovers your entire it infrastructure creating an accurate and up-to-date record in your cmdb it discovers both physical and logical components virtual machine server storage you're going to hear me oftentimes laundry list these things and the reason I do it is because just to really emphasize all the different things that the cmdb is bringing in right so we're going to see logical components virtual machines servers storage databases applications so Discovery goes out finds the various infrastructure components and returns each unique record back to the cmdb in the form of a Ci or a configuration item now I'm not going to go into a lot of depth into what this what this slide is showing but I do want to break it down from uh from a high level right so this slide is breaking down Discovery into four stages uh the four colored boxes right scan classify identify an exploration and just briefly let me tell you what those are scan is this is where we're going to go out and scan an IP range right give us a slash 24 that you want us to look at or or a slash 28 or so whatever the whatever the IP range you want us to go out we'll go out and scan those IPS going and finding um different different Ci's that are on there so classify says hey we found something what is it we got to classify this is it a server okay it's a server is it a Windows server is it a Linux server what is it and once we've classified it then we identified hey is this already in our cnbb and that's really key right because we don't want to if if we're going to continually do these probes we don't want to do something we don't want to keep bringing back all this data that we've already put into the cmdb right so if the identify uh probe and the identify stage what it's doing is it's it's seeing if this is a unique Ci or if there's already this if this already exists into the cmdb and then finally exploration this is reading that CI for the detailed information CPU usage serial number whatever the case may be taking that data and then sending it back to the servicenow instance and and auto populating that the cmdb now I've talked about Auto population and Discovery and sending a probe out and and going in in an automated function and it's very important right it's very important that that's how we we just we we build out your cmdb with the most reliable data but we also understand servicenow understands that customers you know you've invested both time and money into other existing tools that may contain important cmdb information so to have the most complete cmdb available working with industry you know working with with third-party companies so servicenow has created various what we call service graph connectors which are standardized way to ingest data into the cmdb and make it easily accessible in our platform so these connectors round out Discovery and significantly add to the overall completeness of the cmdb which is which is what we want right so this slide is showing you how a customer would use both right discoveries on the right hand side we've got the mid-server it's going out it's it's probing all these different areas it's bringing it back into the cmdb on the left hand side you've got a service graph connector that is is being used with third-party tools to bring that information into the cnbb so for example a customer might use just servicenow Discovery to discover one's data center or Cloud estate and then use the service graph connector for sscm or jamf to bring in cmdb data for for endpoints for end user compute devices for example finally when discussing Discovery it's important for us to mention that servicenow can use either agent lists or agent-based Discovery so this I mean gee was agent based and agentless we could go through this for you know this could be a seminar on its a webinar on its own so I'm going to be very high level but it's just to illustrate that that regardless of your requirements whether it's agent lists or agent based we can do it in fact I've got a I've got a customer that's using both right they're in they're doing it in a hybrid they've got some part of the discovery going through agent lists some part of it going through our agent client collector or ACC and our ECC we'll talk about on the next slide but this slide this is showing you um uh agentless Discovery and so from a high level perspective servicenow we use something called a mid-server mid-server stands for man management information and Discovery server which is just a lightweight Java app that sits on a customer's Network and it's just up the the mid-server's job is to query the service now instance and say Hey you know and the servicenow instance says hey go run these probes right we talked about the different phases uh in a couple slides before right so go run these probes and collect the resulting data once the data is collected the mid server sends the information back to the cmdb um in the servicenow cloud over Port 443 right and so that satisfies the security and firewalls team so this these mid servers continually interrogate network devices looking for any changes again allowing for that cmdb to be as real time as possible the value again of of Auto population and constantly interrogating and looking for the Delta that's out there in your environment and again servicenow we're going to use both agentless and agent so so the last slide talked about agent this is going to talk about agent-based again very high level um if you have questions about this uh we can take it offline and we can go into a much further detail but agent based Discovery right we use embedded agents on host systems so in this slide it's talking about you know our Windows device or Linux device or our Mac OS device and those agents send information back to the mid-server and then the mid server sends it back out to servicenet so our agent Klein collector does not require host credentials which agentless does or need to open inbound firewall ports because if you look at this diagram you can see that any any conversation from the mid server to servicenow is all one way it's all outbound nothing inbound so this simplifies deployment and makes the agent client collector or ACC ideal for implementing zero trust environments and again I mentioned them both just so that you know that servicenow is flexible and we can use one versus the other or a hybrid of the two okay all right so we've talked about the cmdb we've talked about the importance of Discovery and auto population again it's foundational to the digital transformation Journey it's now foundational to our platform and so now we want to review an equally important component of itom visibility and that's making our cmdb something called service aware and service aware is done through something called a service mapping okay service mapping Builds on the discovered info the discovered data and it automatically creates an end-to-end map of your application and Technical Services it identifies all the CIS that support the service along with their specific along with their specific business services so I see there's a question what I'm going to do is I'm going to get through this slide it's another two minutes and then I'll we'll look to the question if that's okay with everybody so once we identify the hardware software of isolation storage it's then mapped to the corresponding business service and when we say something like business service or service mapping a business service for us is an application that an end user or or a customer might interact with right and then when you take that business service mapping and you overlay it on top of your Discovery you really do have a 360 degree view of what's going on in your environment now for me a picture is worth a thousand words and I just gave you a lot of words up there to describe service mapping but I think this slide actually is my favorite slide I think this this this is a good summation of everything I've talked about for the last several minutes in fact going forward maybe I'll just do this slide and save save everybody some time but what you can see here what's showing here now is this is the First Column is showing Discovery right these are the devices that we've gone out and we've discovered by type so there's load balancers web servers Etc you can re read them down this is our discovery the second column is something called dependency matching mapping and this allows us to determine which load balancers are connected to which web servers down to which databases which physical servers Etc this is sort of that you know the the hip bones connected to the leg bones connected to the shin bone connected to the foot bone right this connects all of the different pieces of sea eyes that are in the in the cmdb now it's the third column that really makes our our cmdb service aware because what the third column is doing is it's drilling down to the level of service so let's talk let's use email right that's a business service everybody everybody's aware you know everybody's familiar with so in this example what we're saying is that that the email system is sitting on that particular load balancer and that particular load balancer is connected to those particular web servers and connected to those particular app servers right so this is a true breakthrough in the discovery and mapping process today in many it environments IT staff have to sit down with multiple stakeholders gather tribal knowledge and then construct these service Maps oftentimes by hand they typically have to go through multiple iterations to generate an accurate map and and the process has to be repeated every time there's a change I have a customer right now they've got over 1500 Business Services imagine trying to do a service mapping by hand for 1500 Services it would take you an ignorant amount of time and it would be stale the moment that it was done because you know it's not it's not real time it's not Auto creating Auto populate so to sum it up we've talked about the platform we've talked about the importance of the cmdb we've talked about the value of discovery we've talked about how we can augment Discovery with service graph connectors and we've talked about the incredible value of making the cmdb service aware so with that let's let's look into the question and then I'm going to turn it after we answer the question I'll turn it over to Christian so he can walk you through the demo that's going to provide real life context to what I just discussed so with that I'm going to click on the Q a oh sure that's an easy answer yep we can get you uh we are gonna we'll get uh I'll get the slides out to um Heather and she can get it out to the to the list of folks all right so with that Christian um uh do you want to take take control here all right sure we'll do I was actually going to cover this other uh question that came up in the meantime which is about how will dependency and service mapping be done uh is it automatically or through manual means and actually that's what we'll demonstrate uh there are many different ways to get to a service aware seemed to be so we'll try to cover a few different options uh let's uh see if I can share my screen and start with uh with some outcomes so uh what I wanted to do first before we get into it operations management visibility uh product is really to talk about what is the expectation after you finish so you know sometimes as we demonstrate you know if you're an administrator if you actually are are working within it operations management maybe as a discovery admin or a server Service uh uh service mapping admin then obviously we're going to start with those workspaces but I like to start with well what's the expectation if we do a good job what what would actually be different for anybody that's using servicenow so uh so give me just a few moments here I want to show a couple workspaces for example the software Asset Management overview the common outcome we get to a itom visibility that automates our cmdb what we're doing then is not just having servers not just having desktops in the seem to be but we're also bringing in the installed software that's a part of that process regardless of how I'm bringing that data in if my goal is to have a software Asset Management dashboard like this provide data I'm going to want to have those devices those the CIS those configuration items in the scene to be I'm going to want related lists that include the installed software that's why we bring that in natively with our agent with our Discovery or uh some of our service graph connectors and then our software asset management team is going to get their entitlements and that gives you that Venn diagram what actually is in my network what actually is installed on those servers and laptops but from the title and perspective am I allowed to and that Venn diagram gives you this dashboard here so it operations management visibility if Done Right is going to light this up for you take that a step further and actually take that from a a larger perspective maybe an Enterprise architect is looking at life cycle we have hardware and software that makes up our our critical Services that's what this view is here from a TPM or technology portfolio management view I can look at my services that's how this is uh listed out here within those Services I have application services that are running software as you can see here I have software models that are applied to those Hardware models that are applied to those and in this case what I'm doing is looking at that trm life cycle as well overlaying that and what we can see here is a dashboard that shows us what's our end of life date either from a life cycle perspective we can enter them in yourself if you want to have a a date that you you have certain Hardware models go stale at that point we can start to make some decisions and create a project that says maybe because this is going to be out of date there's a risk that life cycle we'll go ahead and kick up a project to move that to the cloud for example rather than updating this Hardware since it's already out of life again a healthy seem to be not only that but a service aware seemed to be is helping me to provide this because I'm not going to upgrade all of the hardware models necessarily the same the hardware models that are part of critical Services might be handled differently than the ones that are part of non-critical services so bringing this back down to a very simplistic itsm I.T service management example is a change this is a great example because when we do changes we're changing things in our environment so let's say that I'm changing an application or a server and I want to be able to identify what's the impact from that you know this first phase if you're completing your it operations management visibility project is that I want to list so if I come here to configuration items and I'm going to say these are the things that I'm changing we'll start with one and then in the affected CIS I could add more I might have a lot of things I only have 14 000 here a lot of our customers are going to have hundreds of thousands maybe even Millions here because you've done a good job with the seem to be representing your environment so we might want to do is leverage some of the metadata that's in the seem to be as well so we're augmenting it operations management visibility with seem to be to be able to give us these metadata Fields like who supports this what location is this then is this production prod QA et cetera and I'll use a simple one of uh one of the support groups is one of my groups I.E returned back all the things that I own and that's 16 000 or so went down to 16. you know in your environment this might be still hundreds but then I would go through and say just show me production just show me production in this data center just show me these classes this helps me to identify when I want to add to this change that's that for sort of First Step that inventory I have in my seem to be configuration items that can be selected in changes so they could be added in incidents in this case I'm one step further because it's actually an oracle software or in this case what we call an application running on a server so this also means I have an application dependency mapping seemed to be as well I have I know applications that are on the servers I.E I know what the service purposes are so adding this change to get to the next phase set logs to verbose I'm not going to do a full change demo here I just want to say as we save it automatically it would refresh this impact services at one of those stages and what that allows us to do is to identify what's the impact again I could add additional CIS maybe on changing an entire Rack or a whole type of model or all the software related to a service but whether I have that in the primary Ci or I have that down here we're going to run that behind the scenes and identify for you hey that's going to change not just the application but it's also going to change this service or for these services that are impacted this gives me again that foundational seem to be populated by item visibility that now we're seeing users gain some value because they're able to put in a change for what they're actually changing and identify who's impacted by those changes and obviously you could automate this so that those owners of those Services could get a nice courtesy email they could even add be added as a perverse for example so nobody's changing anything in the environment without having people approve it that might be impacted by it so just to take this one extra step you know rather than taking a change for something let's say we have a health status dashboard we're overlaying now uh just like we overlaid entitlements to get to a software Asset Management outcome now we're overlaying alerts over top of that service aware seem to be so now rather than looking at a service elf dashboard like this that would just be a list of alerts coming in we actually have doing that work for you if I go and click in one of these critical Services I can actually see a service map this is what we mean by service aware seem to be this is what what Andy was showing earlier I have not only individual servers but I also have applications that are running on those servers again same thing as I showed in the change this takes us one step further because I want to know where those applications are connected to each other this starts by understanding not just the service name who owns the service maybe who might approve that service but it also has to be what entry points are we using to get into that service I.E how do users actually interact with that service and then we automate that process by going through identifying as we traffic this through the different applications identify through either configuration management files that we're reading from or traffic that's shown between these applications and services we'll build this map free automatically and then once when it's approved you're able to in this case as you can see overlay alerts against it as we saw earlier technology lifecycle Etc so these are one of the outcomes we dive a little bit deeper into an alert for example we also leverage that service awareness in other ways so an operator here that sees that there's a in this case a group of alerts we're grouping those alerts together from multiple monitoring systems because we have a service aware seem to be and that means that some alerts are coming in maybe on the service some are coming in on the application some are coming on the configuration item but we understand they're a part of that relationship and we can group those together meaningfully and then we also go one step further so you can look at our probable root causes we can look at things like changes and other alerts again based on the relationship you can see the reasoning here there's a change on this application service even if some of the these alerts are coming in on the server for example we know that relationship if I open up that change in this case it's an automated change yes I hand wrote One a moment ago I really hope that you're moving towards like devops for example integrating automatic changes that are being created via API into your uh if you have automated pipelines and deployments and we also have a new feature in Tokyo which is really great our latest release where we extend this devops capabilities to look at more deeply config changes hi Tom or it operations management visibility allows us to see config files that we track and we can tell you whether that config file changes but we sort of do that as a whole level the file has changed or it has and here's the diff what we're doing now within our devops config is actually diving into a much more detailed view if I take example of this here's a config Snapshot from software or Hardware doesn't matter what it is we break that apart as you can see here into individual items and then we also have policies that can run against it so just giving you an idea again that Foundation seem to be is now enhanced by snapshots of your configs in this case that you can run policies against and that can help you from a devops perspective know whether something should or shouldn't get deployed that allows you to have smarter deployments in that case so just to break this down to that server that we're talking about yes obviously configuration items still have Fields we're able to see that here this is our service operations workspace so it's sort of a curated view we do still have our traditional form that you can view and a dashboard and a list of you as well so there's lots of different ways to see this obviously we have key attributes that are for those CI so that would be operating system manufacturer model Etc that's going to include also relationships and if we look at related records it would be all of those related configuration items network adapter software installed running processes all of those other tables that reference back to this so that we can support a many to one so everything's still there as you expect in the seem to be and again all of this is being populated by automated where possible so again operating system is going to be automated we don't want that to be manual there'll be other fields here though like ownership those are going to be things that you might want to identify through your attestation processes in the seem to be to go out to those relationships and show that service where seem to be means that I normally have as I've said earlier a server like this Windows Server the infrastructure that it runs on so VMware and I would have a bunch of infrastructure underneath of that it's network adapter it's disk Etc but I also have as I showed an earlier application dependency mapping oracles running on this Windows server and as we get beyond that Oracle connects to what other applications and that gets us all the way through as we go up through here to a order status which is our our service this is the behind the scenes view of what we showed in a more simplistic way with this service Health dashboard and and this service map view here so with that I'm going to hop into how did we actually get there you know those are the outcomes that's what you would expect to see with a healthy seem to be populated via itom our it operations management visibility how we get there is to start with brand new seem to be workspace I'm going to start with this just because this has uh some governance obviously you'd be coming back to this as you mature through your uh population of the same to be through it operations management visibility we've added a few new features here this is brand new in Tokyo seem to be workspace now has intelligent search this is really exciting this allows you if I click on the search tips here for example to do not only a single table search go show me all of these applications or all these servers but I can also do a multi-table search show me all of the services that run on Linux servers so it's a more friendly uh natural language way that you can type it in and then behind the scenes we identify what it is that you're trying to search for and then we make recommendations based on that we can do much more advanced filtering and we can do relationships as well so look through this I think this is absolutely great we have had this in some degree up in the top search we now put it right here on the cmdb workspace and there's some great search starts here that you can use one of the interesting ones I found is show me all the servers that have log4j software running you know that would be a great search if we you know everybody had that a couple months ago as we look through the seem to be workspace it is showing us what new CIS we have again those would be populated via visibility by time visibility new hardware new applications new application Services an overview of not just the over uh overall classes but I can also click on buy Ci's and see specifically maybe what I own quick links out to anything that you need and then we can drop into governance where we'll see attestation that's done that means as a data manager or administrator you'll set tasks that identify who should be validating data so that's important Discovery will go out and identify pull in that data automatically but we do want somebody to actually validate that it's correct especially those fields that are non-discoverable like is it production or prod is it QA maybe life cycle and then we have another three what we call seem to be 360 which is wonderful this is where we bring in uh data sources from many different sources it could be from our horizontal discovery which I'll show in a moment it could be from our agent Josh had a moment it could be service graph connectors we reconcile those all together so that's what this dashboard is really about this view will show us for example um anything that's uh that's not reported in our first tab here uh anything that has a mismatch anything that um has been reconciled for example and this gives us a discovery Source overview so in this case in my instance I have serviced now populating a lot of configuration items but I also have SCCM and I have service graph connectors from several other sources as well so the hope is that you move and mature from an inventory seem to be to a service aware seemed to be to a multi-data source aware cmdd and that's my term for saying that we're taking in multiple sources maybe from endpoint management from security for monitoring and that's helping us to identify if we have any gaps in the discovery that we do it also allows us to maybe publish back to them and show them what gaps they have when I was a customer I had lists going out every week to security and out to monitoring showing them what they had gaps because again I was getting a feed of their data through these and again I thank them for filling in my Gap so I know what I didn't know maybe go back to servicenow add an additional Discovery and then even if I got partial records from them I could still then identify where servicenow needed to go and do a deeper dive Discovery or add an agent so really great hearing a management tab that you can go into as well so let's get into how horizontal Discovery Works what do we mean by that horizontal Discovery is for example I'm on this discovery home page here and I might set up schedules so let's do that to start with I would simply add a schedule that schedule could be cloud or IP based I have several schedules that are already created here let's go to one that was created for Tokyo data center for example and then once when that schedule is has been populated with IP generally you're going to use larger subnets you can manage that you can import those subnets in Via discovering your switches which will actually pull the switch route tables in and auto populate if you do a cloud Discovery you can identify your Cloud API that you want to go AWS for example and as we do a discovery we'll pull in the cloud networks and that will also populate the IPS that need to be discovered so many different ways to do that but once when those IPS are discovered as Andy said we go through that process of checking that IP um is it active or not if it's active we do a scan to see what management protocol ports are open if we identify certain protocols that are open that we understand this might be Linux this might be Windows this might be SNMP storage Network Etc and then we run some identification to run and essentially ask what are you specifically what version are you once we understand exactly what class it is and exactly what version it is then we have patterns that will run those patterns will go in and actually identify specifically what it is go through a whole list and pull back information explore different types of information bring it back and then populate that into the seam to be super easy to troubleshoot the pattern walks through a series of steps and so anytime you're in a schedule like this and you see some errors or something else that you want to identify a little further you just click the button that says hey let's open up the pattern viewer and it allows you to walk step by step and show what command did we run what results did we get back what happened from that so really excited about that very easy to use something new that we're starting to see a lot more customers build upon is what happens if we don't have a pattern what happens if we don't understand necessarily all the applications you're leveraging in your environment well we have what we call here application fingerprints this is leveraging machine learning and Ai and our building across all of our customer sets what we think might be noise and what we think might be helpful we make recommendations here so in this case you can see after I've run Discovery in addition to all of the applications that are brought in and populated because we have patterns for them we also have this list of saying well maybe based on some running processes I'm recommending 101 application servers and 874 potential applications you can walk through this list you can then for each one if you wanted to Simply click create an application and it's going to automate the process in the past we used to have to do this by hand by going to create a class create a process classifier tie that back to the class create a pattern tie all that together and now with one click it does all that for you so again sometimes here you're going to be able to ignore some of these they're not going to be critical applications that you need to track some of these can be left behind to Simply software that's installed that you'll track with software asset management or where you look through this list and makes a recommendation of an application that you do agree is critical again it simplifies that step to one button create the application sets together a pattern for you and then if you want to go in and identify additional data version information Etc probably just a couple steps to add to that pattern and you can pull in additional information as well for it just like we do with our out of the box patterns we're building upon this by the way um in service mapping for example to say if we can automatically recommend applications what could we do in addition to that so I'll show that to you in a few moments as well so how do we actually get that data if we're not going to do horizontal Discovery now again horizontal Discovery in the top-down discovery that that can sit on top of that is still the best method we do have uh the most feature sets with that but we also have the ability for you to download what we call our ACC or agent client collector as you can see here very simple screen that you have in your instance that says what kind of operating system are you running and then you can click these to go ahead and download those packages and you can also obviously put these through your config management process as well if you have some way to automate the process of agent deployment and configuration after those agents are deployed we have a health page that will pop up and show you in this instance I don't have too many but we can support many many agents they report back to Mid servers so imagine a mid-server which is a job application that we provide you that you can download on one of your servers for example in your data center or in your Cloud that does the horizontal Discovery in this case with an agent it simply reverses that and you have an agent on an end user device uh be it laptop desktop server and it would communicate by itself as an agent back to the mid server the midserver then communicates back to our servicenow instance in much the same way that it does with horizontal discovery so some example this is one of those agents for example I just wanted to show you some of the checks that we have here out of the box that we're checking for whether it's Cloud Etc I do like this first one as you can see here there are some application checks as well so if we identify some applications that are running on that service we have some of those we'll be expanding that out in the future as well but lots of different checks that might run and identify what should be gathered we're obviously Gathering all the standard metrics as well and we can provide alerts on these as well so one agent can not only grab uh our seem to be information it can also grab software utilization so you might be using something else that for that today if you feel like that feature is getting deprecated servicenow can take over grab that software utilization you can identify has somebody actually open that software in a period of time software metering uh and then we also are able to pull Health Data so as you can see with our checks here and then we're also able to grab logs as well so you can do log analysis for example on servers as well all built into one agent to expand that a little bit more maybe you're more modern uh shop maybe you have some parts of your organization that are more modern and they're starting to do container based for those organizations that are container based rather than having a Linux or Windows agent that sits on it obviously that's going to be a little bit too heavy for it rather than doing a horizontal Discovery we have what we call Cloud native operations this gives us the ability to actually place a mid server into that for example kubernetes environment or kubernetes as a service their AWS or Azure that allows us to pull back data not just about that environment but also pull back some event data and Health Data as well and that's really great so whether you are physical on-prem Data Center and we're doing horizontal Discovery whether you have agents on your compute whether you are in the cloud or reporting Cloud Discovery whether you're more modern and refactored applications and we're leveraging container Discovery like this all that data is going to come back I wanted to show you an example for this kubernetes our kubernetes dashboard after you deploy that cloud native operations you'll end up with data coming back and populating this dashboard this is going to show us all of our kubernetes clusters namespaces nodes pods Etc and then what's nice is that we build upon this to query not just kubernetes but if you have a service mesh for example we'll query that we'll be able to pull back the relationships of those let's say microservices those containers and automatically build a service map as well so that's one way to when you're moving from on-prem to containers to maintain that same service aware seem to be that you want So speaking about service mapping uh brand new feature I'm such a fan of this this is absolutely amazing uh this is our new service mapping workspace uh this builds upon all the work that we've done in the beginning this also builds upon what we were just showing with application uh fingerprinting this takes it one step further we actually create application service candidates really love this in addition to the Readiness that you can do to see whether or not you have done all the prerequisites or if you have any errors or best practice issues with preparing for doing service mapping once when that's uh all green light ready to go we'll have candidates that get populated here as we can read here it uses our machine learning algorithm on our platform discover traffic and suggest candidates if we click on one of these for example one of our redis more modern applications I can preview that map this is really exciting because what ends up happening is rather than creating an application service and seeing what it might be we can click a preview button and it'll actually build out a sample map using that data so we can identify does this look like something that's going to be beneficial for us and in this case there we go we have a Prometheus and then we have several containers that are supporting that as well so this would be a great example where I could go back simply click that button to say create application and then as I showed earlier with application fingerprinting this will automate a lot of that process it's going to happen after you create the application service it will go and actually pull through all that create that that map and then you can send it off for approval and it would be available in all those outcomes that I showed earlier final way to automate the building of your foundational seem to be data is what we call service graph connectors this comes along as I said earlier managing from your maturity from inventory seemed to be to a service where seemed to be to a multi-data source aware seemed to be service graph connectors allow me to build on top of that horizontal discovery that agent discovery that container-based Discovery and bring in these uh these data sources from again mostly endpoint monitoring security monitoring Etc this is a really great seem to be integration dashboard that I can leverage along with the seem to be workspace this allows me to look through all the different data that's coming through how it's being processed if I have any errors and we have other dashboards that allow you to reconcile this and look to see if there's any issues going back to that cdb workspace same thing there with the uh with the issues that allows us to identify if there are any sea ice for example that are coming in through some data sources but not available in others and that's essentially how I did my work as a customer to identify those gaps between different types of data sources and identify something stale if it's stale is that a connection problem or is that actually something that should be automated maybe into a request to the user is this actually retired should this come off the network should we do some workflow to process the end of this life cycle so one other additional thing if you haven't delved into it the service graph connector has a a view a little data viewer absolutely love this this is uh really wonderful if you can see here I have several sample service graph connectors they always start with a SG dash one of them like Microsoft SCCM for example will bring in different data sources so I'm bringing in software and network and disk computer identity Etc and if I click on one of these what the visualization will do is pop in and show me um all of the ways that it's pulling that data in so might have to refresh my screen on this one it's always the last thing there we go uh a little bit large screen but uh what it allows us to do is kind of see all the different areas that this data is coming in with uh in this case if I look at computer identity this is where it's doing its primary connection to identify where in this seem to be we're actually connecting a computer record for example and then I look through individual uh say the let's say name go the simple one here so what this allows me to do is visualize saying we collect the data from the import we actually have a temp we have an operation cleanse the computer name maybe remove some data there's automated processes we have within our service graph connectors and that you can leverage if you're building your own uh what we call ETL or robust transformation to bring in data as well and that allows you to apply some of our pre-built operations against that so cleaning validating Etc split out a computer remain maybe to just get the computer versus a fully qualified domain name and then we end up populating the seem to be with us so if this once if you want to go through and identify how things are done and how things are populating or seem to be this is a great way to do it Source native key is a great example where we're bringing in multiple details and pulling that together into one field so a little bit of a tidbit it's pretty popular and again when we start bringing in many different data sources this gives us an ability to look through to see exactly how they're bringing the data in where that ends up again being mapped into seem to be I would leverage my CI cloud manager within our cmdb to be able to reconcile and create roles to say I want to have this Source populate this field I want to have this other source populate another field and recently we enhanced that to actually keep the last payload from each one of these data sources so if later on you change your reconciliation rules and you actually say I want to have a different data source populate a given field we'll actually process that for you without having to wait for another job run we'll go ahead and take that last payload we're storing and update all of those records for you so you have a very granular level of control field by field class by class about what sources are populating those fields so I wanted to stop there make sure we have plenty of time for Q a I have one or two more slides as well so Christian this is Andy I've got a couple of questions I'm just gonna I'm just gonna machine gun them to you and you can answer you ready yeah sure all right number one is there any normalization that occurs between the multiple data sources um we do normalize some Fields so software for example we do normalize um we don't normalize things like operating system you're you're picking one field to be able to identify uh which populates that field so essentially you end up with one one winner to populate that field and the new seem to be workspace though we do identify where there is a mismatch there was a tag there that said mismatch CIS that is going to identify for you where two different data sources have a different value for that same CI and we do have a normalization plug-in so you could leverage that if you wanted to generally speaking you're evaluating the data to see which one has the more accurate data and you'll leverage that you can also use our reconciliation Stillness rule that says I will take a lower quality of data um let's say a CCM uh if nothing else is available but if discovery is populated that field I'd like for that to overwrite it uh however if discovery hasn't seen it hence the staleness role for let's say seven days or 30 days or whatever time period Then our rule actually allows you to go back and allow the lower ranking uh to overwrite that file that field as well so there is some sophistication there um but we don't try to normalize all of your sources of data just because there would be too many okay um and uh next question was the current example that you're walking through all the different data that you've found in there was would that have been you know I know that you loaded it in but is it a would could you have received that from both the agent client collector and the agent list client and the agentless method yeah yeah so that that uh reconciliation occurs in the sense that we can uh enrich a cdb record uh I I we have precedent for that for Asset Management as well think about our standard use case where maybe you have an uh integration into an asset management system it populates our asset management tables uh that's where you're going to get Contract data that's where you get model data that's where you're going to get uh information that's specific to that but it's Hardware it's not yet maybe installed in Iraq and it's maybe not plugged into a network and if it's a server maybe it doesn't have an operating system on it so there's data that's missing however uh if it meets our classification uh correct it would actually create a CI record this is out of the box a configuration item record will be created in reference back to that asset it's going to have some data and maybe doesn't have hostname maybe it doesn't have operating system but perfectly fine when Discovery runs when our agent runs when service graph connectors run what they'll do is they'll identify with our seem to be identifiers um the the I uh the serial number for example if it's Hardware or the uuid or the the cloud reference item or whatever it might be identify that that is the record that's how we avoid duplicates and then we'll enhance that record that happens on every subsequent run as well so maybe we start off with a sub record that really only has a little bit of information from the hardware side but then Discovery comes and says well that's actually a Linux server and reclasses it and here's the IP and here's the fully qualified domain name and here's the software that's installed and here's the network adapters and the IP addresses and so that's how we enrich that record and then service graph connectors might come in and say that they have some additional data as well uh and that's how you get that full enriched picture of everything related to that configuration item if that's that's terrific thank you and so two more questions and then we can you can do the final you know because we're about seven minutes so two more questions can the agent also scan and find information uh about applications on a Mainframe so can we load the agent onto a Mainframe uh we generally speaking wouldn't see the agents on a Mainframe I know there are mainframes out there that are uh Unix based Linux based and so you know there might be a gray area there but generally speaking we partner uh we have a company out there a partner that we work with um feel free to reach out to your servicenow uh Representatives or or to Andy myself and we can we can make an introduction um they actually have a really great service graph connector that ties in a Mainframe agent that they have that collects that data and they get into a much more granular level to mainframes more specifically jobs uh I don't really care about Mainframe As Much from the hardware perspective I care if the jobs are running or not uh and this particular partner has also tied that into service mapping so they actually map out all of those jobs and that the the the service to job to Mainframe Hardware uh as well as pulling alerts as well when things fail so probably recommend them for that I mean that's the same thing if we think about Network infrastructure storage infrastructure agents aren't going to be able to be installed on those they're really operating system some base that's pretty usual for you if you're dealing with agents with any other platform so we're probably looking at a combination for you to get that full picture of your environment of doing a combination of horizontal discovery which is going to capture all of those devices that are on the network as well as agent-based discovery that might be reporting back from an operating system based server or desktop or laptop and then finally a Christian do you know if all of this information is covered will all this information be covered in the military skill Bridge cohort oh you've stumped me on that one but we can't yeah I don't know that either so I will find I will find that out and I will get that information out uh to you Troy so appreciate the question um that's great yep so okay so I just sent a note to somebody also internally so if I get it before the end of this Troy I'll let you know um and so of course if you want to kind of do the final slide and and wrap up yeah I just want to summarize so we weren't able uh to show everything today I I think I probably should too much my apologies but uh I see operations management visibility also gives you licenses to um and the features to to do certificate management so certificate certificate inventory and management allows us to bring in uh the certificates that are installed on your servers uh and actually allow us to call out to those certificate authorities identify when something might be expiring and then we have processes that you can follow that will allow you to automatically revoke renew uh and and even workflows if you want to install those um or those can go to tasks and have somebody this helps a lot you know there's no reason for anybody to have any outages or anything down because of an expired certificate it's all built into the platform here so uh really enjoy that that's a very popular feature uh firewall auditing and Reporting as well also wonderful feature that allows us to do a pull in a firewall from Palo Alto we can actually see the firewall rules and then what allows us to do is allow users to submit through our catalog process the request of a new firewall Rule and then we task that through that whole process so that's really wonderful tag governance so anything that's in the cloud for example that has tag that allows us to identify whether or not those tags exist maybe we have a standard policy or something and those tags really helpful we can do service mapping based on tags as well didn't have time to show that today but that allows us to say if we have some standardized tags then when uh we have Cloud deployments they're going to follow that tag standard and as we read those tags in it'll allow us to go through and populate them together in a service in a more automated fashion as a customer I'll just let you know way before servicenow uh you know had this as an out of the box feature I went ahead and built that myself so we did have the ability to pull in tags and I went one step further I not only used it to create Services where they're more modern and refactor in the cloud but I also use tags to populate Fields so when I said earlier that our Discovery out of the box does not populate undiscoverable Fields like ownership or environment production or QA I pulled those in with tags and I populated this field so I drove automation as far as I could uh and then obviously from a population perspective we covered some of this I talked about that multi-source aware seem to be that service mapping that allows you to do tag based machine learning based I showed those recommendations where it's actually letting you preview a map that's absolutely brilliant I'm a big fan of that now um and obviously leveraging our agent client collector for visibility to pull in data that also works very well for laptops so even if you don't want to do horizontal Discovery for a laptop if you want to augment the service graph connectors that are out there ACC are wonderful for those as well as servers and again all of the great service graph connectors really big fan of that program we have a lot of developers that are working very hard to make sure that those service graph connector teams whether we design it whether our partner designs it for us that we are going through the proper process to make sure that it plays nicely not only with other service graph connectors but Discovery agent client collector so now you can feel very confident going to that store picking up multiple service graph connectors having them report back about your environment and not have to worry about those duplicates as much one thing I didn't cover today as well is what we call accv for air gap networks if this applies to you if you have enclaves that are not allowed to have connectivity whatsoever and everything's maybe a flat file uh talk to us we do have some ability to provide ACC agents that run well a little bit headless if we want to say out in those environments they actually report back into a flat file versus trying to do a network connection that flat file can go through whatever process you need and then we can read that flat file in and populate seem to be through that method if that applies to you something else I didn't show today was what we call investigation framework brand new in Tokyo absolutely love this for your help desk imagine somebody calls in you're working with somebody and they have an issue this allows you when there's an agent running on that uh caller's uh laptop or desktop to report back to you as the service agent immediately what's going on there so as you can see here CP utilization top processes Etc and then this also allows you to run some workflows as well so you can update software from this you can run workflows that allow you to maybe kill some processes so you can work with that user and actually help them to diagnose right from here without having to remote in and then just to give you again that maturity map here you know going from an inventory level Discovery understanding what's on your network to understanding the service awareness and I start off with outcomes be it change impact analysis uh be it a service Health uh cost Etc having that service aware seem to be is really where we want to focus because that brings you a lot of value and ultimately if we build that out that's the crawl phase in our common service data model approach common service data model is where we apply a data model on top of the seem to be about how they seem to be data is actually leveraged by different personas within servicenow and within your organization so that's where we what we call here fully realized outcome where when we have that business and Technical context then we can make really good decisions based on the criticality uh whether or not I think it's an example I showed earlier where maybe we have uh end of life Hardware software and we're making decisions based on how that is contextual within a service this is a critical service or not this is a service we're going to migrate or not we're making decisions on data but based on that larger context so hopefully this is a journey that you're interested in as well talk with us we can go and share some some additional data and uh it was a pleasure having you spending some time with us yeah thank you Christian and thank you everybody for staying I know we're a little bit over we really enjoyed it um we'll get the information out to you and uh you know please feel free to reach out to us we cannot we're happy to answer any questions so uh Heather with that I'll turn it back to you thanks Andrew uh at this time I'd like to just thank all of our participants as well as our speakers for being with us today we hope the information you received during this webinar has been helpful if you have any further questions or would like to request any more information please feel free to reach out that is all for today thank you everybody and have a good holiday season