thanks everyone for joining this session today um so let's quickly start the session and I can see people they are joining in background so let them come new I hope you can see my face once again warm welcome to servicenow devops insights and capabilities um so we are gonna run through the session uh pretty much interesting uh stuff over there for this session today um so quickly jump in to the slide uh notice on web power so you can you can join the future webinars as well so that there is a series of webinars uh on same topic or even uh different topics so uh you can follow this link and join the future webinars uh with this a couple of housekeeping rules so we have a separate section at the end of session for question answers please use that option to our opportunity to ask questions or share your thoughts uh this session will be recorded so only to run through you know recording or notes uh you'll be prompted for a short survey post this session uh just to get just to get a feedback uh what are the outcomes uh how you how you think about this this webinar so pause this housekeeping rules I'm gonna jump in a quick safety reminder um so before I before we start the discussion on the topic today uh reminder on safety uh in case if any of you uh taking this session while driving I would recommend to drop the session and better to you know go through recordings once we have those recordings available it's not at all safe to attend the sessions or meetings during driving a quick reminder on cyber security so service now is is a cloud platform so there are certain responsibilities divided between customer or users versus servicenow as a provider so just just to give you a quick Hands-On on the those differences good to know sometimes you know who who all are responsible for what especially in case of in the world of cloud yeah so with this quick reminder um I'm gonna move to next slide so let's open our discussion so usually when we talk about software development uh this kind of these kind of feedback we receive uh so if you talk to your development team or the teams that that they are doing a lot of development work you will see they always complained uh longer Dev cycle longer Chain Cycle so those are the pretty much common problems that we observed during uh even across the industry so uh with this keeping this challenge uh we have something called uh concept devops which we'll talk today uh with this I'll move to next slide if we talk about the specific personas within industry you will keep hearing a lot of comments from our colleagues and different teams for example develop developer they always complain about you know too much admin work people they are pulling me here and there um uh and and even VP audio to shift in they always talk about lack of visibility um you know I'm missing visibility here change manager always concerned about the way we are putting our changes on production they always concern about if you're following the right method what are the risks involved similarly operations team they they're always always be you know containing on the visibility uh so and and if you talk about the government's officer they they you know sometimes they they're too much concern about how my production environment is running um you know how we can make the system stable so those are the couple of uh personas uh you know they they keep complaining during the development or software cycle and the reason is because they are working in silos uh everyone they are you know they hardly they feel sometimes we talk to each other there is no common platform so devops is the concept which which will try to bring everyone on same plate and this is this is what one of the industry used concept uh to moving the silos and of course we'll talk about all those things in a couple of slides so uh keeping keeping these problems in our mind um because quick introduction about myself so I'm jitu Singh Johan based out of India I'm part of product success management team here in service now so um since we discuss about problems I will walk you through the solutions I will walk you through the uh Industries standard Matrix or couple of insights that that your team can use to remove all those silos to you know talk talk everyone on the same page um post by introduction slide uh I'll just quickly walk through the agenda items today we are going to touch base on servicenow introduction service on devops introduction this is one of the unique capability uh post that we will touch base on devops insights which is something a topic for today's webinar we will briefly touch base on the benefits uh what are the benefits your team can incur by referring the insights capabilities and then I'll walk you through the demo yeah uh of course there's a separate section for question answers at the end we can utilize the time to exchange the questions so with this action package in the I will move to next slide um so we would we were talking about uh you know complaints from different personas earlier the previous slide uh if you see how DeVos bring the change if you can see here by utilizing the depth of stability developers they also started feeling that yeah they can focus on the dev work instead of you know going lot of admin tasks share the reportings justifications um similarly VP and even Ops Team they also start realizing that yes uh you know now they feel more connected with the other team members of thanks to the devops capabilities uh change manager uh you know they can really focus on their change management activities they can they know they have a solution which can handle large uh say amount of changes um and if you see a post devops solution even governments officer they also start believing yes there is a set of Matrix status set of processes which something I can utilize to to show how compliant my devops production environment is or my system is yeah so see the effect of uh devops uh ecosystem if I go to next slide I'm gonna briefly touch base about the service now devops capabilities uh in case if you are new in servicenow devops world I want to just give you brief idea how this entire architecture works so that when we start talking about the Matrix you will feel more connected yes I'm aware about this background information so if you see here we have a servicenow devops environment here and if you can see we have uh in you know inbuilt capability to connect with different tools uh different devops tool used across the industry where it is jira or Microsoft Azure devops Jenkins so uh so basically servicenow devops environment can connect to your in in-house tools or the tools that is used by your team and this list is not something limited to these seven eight items we have a big list of you know tools where we can connect uh so servicenow devops with this integration capabilities keep pulling a lot of data and keep exchanging a lot of interaction with your tools um there there are some of the capabilities in devops servicenov of offerings as that we can process a lot of data we can we can put lot of intelligence to make some of the decisions on the behalf of your team so we'll talk more about those features um for example Auto approve or creating a change request automatically so uh this is how the whole ecostume works develop a service not devops keep talking to different tools keep collecting a lot of important data or information and then we have uh we have a nice dashboard uh which is something of the devops insights where we can you know show show the actionable insights to uh to your users so that they can refer the data they can make uh database decisions uh for their day-to-day operations uh the next uh this particular image is talking about uh servicenow devops tool can indicate to your entire pipeline at each and every stage with all the tools that is used at every stage of the pipeline so we do have a capability to pull data uh you know throughout that through the pipelines uh that is that is used and show a nice you know graph graphical representation of those items so with this background quickly move on to the benefits I'm highlighting couple of benefits here um so of course this is one of the offering from devops service startups is we you can have a nice dashboard which can generate external insights for your team uh that can be used further for decision making you can you can maintain a compliance and quality uh by conceiting the speed so one of the important service Now concept is make a balance between speed and and your compliance you can monitor risk of course there is a capability to uh to audit Trail so you can go to insights you can dig out the data what happened at what time connectivity visibility and traceability opportunities uh that's something there was service note I was pings for you a complete view of work across teams so we were talking about this earlier right people they work in Silo so so devops uh service not devops can can bring everyone together at one page can show one picture to everyone so that everyone can you know making decisions based on same data points power of combined view so probably we will talk about this one more devops servicenot devops can give you a good opportunity to make a big decision or at least see a big picture while making a decisions so it is very helpful also service not devops support Dura Matrix one of the industry uh recognize Matrix so basically uh stands for a devops research and assessment so there was a group formed by Google a lot of research researchers they involved they come up with four important key metrics in in the world of devops so so that they so the people they can they can you know really uh monitor the progress of their development or entire software work using devops so we'll talk more about those metrics as well so service now devops is supporting all the four important Dera metrics with this I quickly move into next slide we are on demo slide now so I will take opportunity to share my desktop and walk you through everyone uh how the uh how the inside Matrix look like and if you yeah if you can see my desktop here so right now I am in devops change workspace uh in case if you are new in in the devops service.ops thing then go to your home page servicenow and you can search for devops change workspace here so if you go to the of change boxes then this is what the Matrix will will dashboard will look like I click on inside dashboard and you will see variety of different uh metric dashboard available here I will walk you everyone through uh step by step so that you know it brings everyone on the same page uh the first dashboard is the something I can see here is summary dashboard so this dashboard basically for uh leadership people who want to make a quick glance on Matrix they don't want to go into Deep dive they want to see how my entire ecosystem is working is there something that I need to dig out more so this summary dashboard will talk about avros WIP cycle uh work in process cycle uh this is nothing but it gives you you know how many days my um my work item is spending in WIP work in process state so WIP concept is is something it there is a there's a popular law called Little's law where a little slow missing saying that it's a it's a good good relationship between WIP and throw Port uh of the system so this concept is coming from there so if any item is in WIP it's something I would say in case of manufacturing well it will say The Unfinished code in terms of software World these are the items which are not not usable condition they are still half cooked so intention from the you know leadership or the day of steam always would be to keep the WIP cycle as much as low and which is something uh this metric is talking about average lead time is giving me idea uh you know how much how frequently we are we are going on production how frequently we are deploying our changes on production so it's a it's a lead time to deploy our changes on production Yeah so basically it's saying that my I'm going live with my changes uh at least half of you know twice a day this is a good Matrix to refer there is the next Matrix is deployment frequency um and this is one of the Matrix defined in Dora um so very important uh in terms of Industries standard um so this is this deployment frequency is talking about the how frequently we are deploying our changes on production how frequently we are making changes to our production environment how frequently we are delivering new features or bug fixes to our customers um so this is one of the important metric it can guide you through if we are going too slow or if we get if we are going too fast uh if you're going too slow then there might be chances that we don't realize the value for customers if you are going too fast it might be risky for uh our production environment stability yeah uh next Matrix about the average test pass percentage uh this metric is telling about me what is my uh what is my status on the test cases so in each time when I run my pipeline what is the percentage of test cases passed against against this attempt of production deployment now uh it is a good indicator um you know how often making code changes can uh can break your test uh scenarios yeah so this is a good Matrix the next metrics about the work items uh completed so this is a good view to see how many bugs we are deploying you know uh how we are how many features we are releasing as part of our day-to-day production moment yes so with this the next one is a small view on the activity last 30 days it will give you option to uh you know understand how your application is working how many committers or developers they are active uh what is the test pass percentage so this is about the summary uh there are a lot of opportunities or options to apply filters so servicenow devops inside gives you lot of fun flexibility so you can you can utilize those filters if you talk about the first ones about the application so you can have multiple applications created you can apply filter on each application you can see how it is how my Matrix is looking for this particular application similarly you can apply filter on your repositories if you have a large list of repositories you can you can see the Matrix based on your particular repository whether maybe a repository which is related to Dev environment not the production one you want to see The Matrix for Dev so you can utilize this option and similarly you have option to apply on Business Services various different businesses business applications linked with your uh with your service now environment and of course with product as well as work item type yeah so if you want to see how Matrix look like for my new features how much uh how I'm doing in terms of bug fixing so you can apply all those different filters so this is all about summary dashboard uh I do have a big list of uh dashboard here I quickly walk through the next one which is flow metrics so flow metrics is something a matrix talk about how how your work is moving through different uh development stages it is really helpful to uncover the bottlenecks into the entire ecosystem if I quickly touch base on different Matrix then average flow time is is something talking about uh you know how much time ah my work item is spending or taking to go on production so if we say here uh although this is dummy data not something very realistic but if you see the 40 days it take me to move my work item to uh to production uh similarly if we go the average WIP cycle time um so this is something about talk about the specific State uh basically how much time my work item spending in WIP State yeah um average WIP account will give me a number of items they they were in WIP state that means uh that means uh you know items which are not not ready to use or waiting for some other processes waiting for someone else to pick them up so basically unused items I would say in the wfp account so always intention from uh you know leadership team is to keep this WIP count low as much as possible um you know so so that we can have a more value generated to our customers uh work items completed is is a good Fair idea to how many work items we have completed in the last 30 days it's it's a fair uh number to look into this uh these are the four different graphs you can see uh they are related to um you know again how how your work is moving from different stages how your work is divided into different work item types so if we talk about the average work item cycle time so this is something telling me um you know items under planned stage uh you know they are in same stage so if if I quick reply filter on let's say plan so you can see here we we had uh items spending 12 days in planning stage which is clear indication that we are our team is spending too much time on planning uh it can further improve uh you know so that we can reduce the uh we can we can reduce the time spending and planning we can start delivering those items if you see about the agile ways are working yeah so with this I'll quickly move to the next uh Matrix throughput and distribution so throughput and distribution is something talk about uh the work items that are deployed on production so if we see here we have a work item type defined here and if I want to see say how many books I am teaching how many books I my team is fixing then I can apply filter and I can see here so basically 17 bucks uh fixed in this particular date yeah so it's a good indicator to understand uh my team is what are the priorities for my team um team is you know uh are they really spending a lot of time to fixing bugs or they are spending time to you know generating new features for customer so it's a good indicator there the next metric is about average plan to deploy so this is this is something giving me idea how much time uh you know my each work item takes to reach from planned stage to deployment yeah so how much how much time it takes to the entire ecosystem um and and if you so intention is to minimize this time uh bring all the teams together and try to minimize this time as much as possible the next metric talking about the work in progress so if you can see here I have couple of work items uh they are work there into stage of work in progress and if I quickly apply filter how many bugs are there you can see the number of bugs and you can also observe the trend uh you know so that's something very useful for to understand um which are the items they are they are waiting for something or work in progress uh what kind of those work items are so this is all about the flow metrics if I move to next one is about the change acceleration is is one of the not the most visual for change managers um so this is something uh highly focused on the automation journey of your entire devops processes um you know it it can it can give you good Insight how the automated changes are are going through so if you recall a service knows having a couple of inbuilt capabilities where um a lot of automations opportunities are there um you know there is a feature to create your changes automatically through system through machine uh there are some of the capitals fares machine or system can take decision on on your behalf so we will touch base all those capabilities here if I just quickly walk through the initial two Matrix devops change volume so it is it is really giving me how we are making our changes how quickly we are delivering our changes what are my change volumes are um and it's a good Matrix to understand uh in future if I bring so many new changes whether my team will be able to deliver or not yeah so it's a good Matrix to uh to forecast as well uh time to close changes it's a good indicator how much time it takes to close the changes from creation to delivery so this is one of the other important Matrix that is highly utilized by change management team uh if we see about these four Matrix they are talking about automation Journey which is a unique feature I would say within servicenow devops uh so as I mentioned right so devops service service on devops is having capability to create change automatically approve or reject changes so this Matrix is talking about those automation area it's a good indicator so this one is about you can track how my utilizing adopting the automation um you know whether they are following the automatic creation of change so that they can save some time or they are still following the manual old traditional method to create the changes so encouragement from from the team is to go for automation as much as possible and this is what the the success gets here in today's world uh these this is what the battery is talking about the changes waiting for approval so it's a good indicator uh you know if we have so many changes they are waiting for someone to look into this or how we can quickly approve the changes or reject the changes so that our team can you know can can maintain the space of delivery or speed of the delivery uh these two metrics are basically related to Auto approval of changes or Auto reaction of changes there are pre-built condition with a servicenow devops um and and those conditions which basically those policies and condition uh will decide to to Auto approve the changes or Auto reject the changes so um if certain criterias those are matching then system will take a decision on the behalf of change management team yes since this is a minor change of very low risk let's go ahead and auto approve this so it's a these are the good Matrix to understand how my change policy is behaving uh how those policies they are taking a decision uh and if you kiss if you can see here um uh so there are couple of uh changes automatically approved for example the change uh so about some of the decision which is taken by a system on the behalf of Gene management team for example a couple of changes approved automatically uh keeping keeping this this particular decision as low risk got approval and similarly If You observe here couple of changes automatic rejected because uh system figure it out yes there is a high risk items with something need a manual review from someone from change management team so they can so system decided to you know take a decision to Auto reject those uh tools uh if you see the last two Matrix is about change acceleration savings and hours I will talk about the hovers first so if if you if you can recall recall your own environment when developers they make a change request they need to attach a lot of uh they need to spend a lot of time on the change creation attach all the artifacts attach all the evidences so it takes a time uh for each developer so this is what the Matrix is telling it if you go for automation if you go for auto approval how much time might I can save by using the automation capabilities so if if team is utilizing the auto change creation then they can save this these many hours of the developers and similarly if you convert into dollar value then these are the uh these are the you know savings that we can project yeah so it's a good indicator of uh you know success of automation uh that's something we can refer if you go to next uh Matrix is about the acceleration Matrix um so this acceleration mistake is is all about uh speed and stability so if you see these initial two Matrix talking about the speed um and and these two Matrix is talking about the how stable my environment is um if I just quickly walk you through so average lead time uh is the time that change is essentially how long it takes team to go from code to code committed to production so it's it's basically at lead time and developer hit the commit button or code is committed reaching to the production yeah that's a good indicator uh you know if there are some gaps in between uh something we can we can save the time we can cut down couple of processes is there any bottleneck within our environment which is leading towards the uh you know uh long D time average deployment frequency is telling about how quickly we are delivering so um and as I mentioned right so there were four important Dura Matrix one we already covered previously we have three important Torah metrics here average lead time and deployment frequency um so basically average lead time is one of the Dora Matrix average mttr mean time to resolve is another Dera Matrix and and failure rate yeah so if we talk about the the two metrics about stability uh uh so if you see the average mttr it is giving me how much time my team is taking to fix the incident uh which occurred due to my recent changes yeah so it's a good indicator and it's something used across the industry um how quickly my team or how flexible my team is to taking care all the production issues comes up due to my recent changes huh if you see this this demo number is showing 2.87 which is really quite high so recommendation from Dora is uh to keep your number somewhere less than 30 minutes to fix the force the incidence uh you know due to due to recent changes which is a good number average failure rate is something is talk about uh percent of changes that were made to a code um which is resulted to create an incidence so if any change which is leading towards an incident on production uh considered as a failure so what is my failure rate yeah it's an important indicator for say change management team or Ops Team to make a decision if you have a high change failure rate then then it's a clear indicator that our team is uh you know they are not uh testing the entire solution properly or we are delivering changes too quickly uh which is really hitting my production environment stability yeah if you quickly talk about the commit to deploy lead time so uh this Matrix is telling me how much time it takes um to reach code from my commit to deployment stage so if if I hit the commit button how much time exactly times to take to reach at the production yeah so the good indicator um uh if there is that there are any bottlenecks in our system something we can improve main time to restore is a is a good indicator uh you know uh uh for uh so basically restoring our production government uh due to the incident caused by devops decent devops changes so how much time my team is spending to fix all those incidents occurred due to recent changes so it's a good negative if my team is really spending too much time uh so that means fundamentally we need to improve something uh so that so that my team can start focusing more on uh new changes or development things if you go talk about the last two uh graphs here uh product production deployment frequency so this is again how quickly we are deploying uh changes on production uh how many successful production go like we did it's a good indicator basically it's a good indicator in terms of pattern uh understanding the pattern how we are deploying our changes uh change filler rate again so this is what the rate it or the or the or the indicator um however changes behaving post go live yeah uh how many of those changes lead to the incidence uh uh you know so it's a good indicator to step pattern um yeah so this is about acceleration Matrix uh we do have couple of metrics focused on quality as well as development environment if we quickly touch base uh on the in terms of quality Matrix we do have a code coverage which is another industry standard Matrix I see a lot of companies they focus on this particular item so this is nothing but is it something giving you indicator about how much of your code is covered as part of automated test cases yeah so what is the source of these metrics source of this Matrix basically is coming from your own uh testing to tools for example sonar Cube uh Ado as a devops testing plan um so servicenow you know keep keep checking those important data items and so that we can show here and we can make a decision however quality of code is progressing so yeah as I was talking about the code coverage percentage so it Delhi is talking about uh how many percentage of my code is covered as part of automatic testing yeah so uh so intention is always to cover the 100 code uh which is uh which depend on each team um then next meeting is about the test past percentage so this is something talking about um what is my test cases passed every time when I run through new pipeline when I try to deploy new change yeah so it's a it's a good indicator for change managers for people in Ops to understand what kind of quality our team is maintaining uh while delivering new changes on the production yeah if test pass percentage is is is really high then it's a it's a it can boost the confidence of Team yes we we can go live uh you know with those changes uh security vulnerabilities is talking about what kind of uh vulnerabilities identified during the testing of the code uh so if you can see here we do have couple of uh critical uh issues reported during the testing so it's a good indicator for change managers and the other uh you know Ops teams to look into this um whether our recent changes they are making lot of critical issues or the lot of critical issues reported during testing so it's a it's a clear indicator that we need to really look back and start improving our code development uh next meeting about the bug counts so however you know how many bugs they are reported or identified during testing process uh it's a good indicator uh you know uh quality of the code or quality of changes that we are doing if we really have so many bugs reported then then of course uh we need to look back and then see how we can improve the quality of code yeah so with this quickly moved to the development Matrix which is highly favorites of uh you know engineering managers uh VPS uh they really interested how my development team is doing uh how agile my team is uh you know so all those sort of things uh if you see we have couple of important graphs here if I quickly go through the commit frequency it it is really giving me idea how quickly our team is making commits uh on a day-to-day basis um so so general idea is if we have a lot of comments so it's a it's an indicator that my team is really active they are making uh you know changes they are delivering of new features to our customers it's a good indicator then the next indicator we have is active committers so it is giving me idea [Music] um how active my team is how many active developers they are making regular commits um so one of the important thing I missed out about the communication from the leadership is try to keep the commit frequency as consistent as possible and if you see here we have a lot of ups and downs which is not something recommended because there are couple of times where people they observed you know developers or code commenters they will keep uh you know they will keep entire work for the end of weekends or end of the month and they start pushing those changes at the last moment so so it's a good indicator that whether our steam is consistently doing all the commits or not yeah consistent commits always always helpful to predict issues in advance yeah as I mentioned about the active committers it gives you how many active team members they are doing regular commits yeah so if you see here we have 47 committers as of now on number 24. yeah if you see these two metrics they are talking about who all are my top committers or my top reverters so people who are making lot of changes in code people who are reverting back those changes so these two metrics if you see combined they are very useful if I just give you uh you know quick idea um so there are a couple of top couple of names you will observe which are as part of top commuters list and they are also part of top reverters so if you take example of say Troy or Tamara yeah so this guy Troy and camera they are part of top commuters list and surprisingly they are also part of top reporters list time then try so so this is something giving me idea a couple of people they are making code changes regularly and they are reverting those changes back regularly as well yeah so there might be chances where people they just making code changes just to satisfy the Matrix and you know as revert those changes back so it's a good indicator if you see uh these two graphs combined together good indicator and then average commits per committer so this is giving me idea uh how if you talk about the all the committers uh how much how many comments they are doing on an average yeah um how active my team is basically average commits per pipeline will give me indication uh which are my pipelines they are running through a lot of comments they are running through a lot of code changes or um I would say you know over occupied so for example if if we see the dev pipeline is really showing lot of comets so it's indicated that PPR people really making lot of changes on dev environment and you know those changes not going back on production because my production pipeline is showing low numbers yeah so this is about this metric then commits without work items so this is something about the sanity checks uh how my team is is taking care of the basic sanity items um so intention is if any developer they are making any commit they are making any changes in the code it all those changes should tie back with the work items yeah or some changes so it should be driven through some kind of a work item change uh just just like that we should not do make commits so we should not make changes which are not tied up or not showing tied up with the work items yeah so uh physically indicated there are couple of times our committers they they are making changes without indicating uh this particular change belongs to X work item or Y feature yeah so this is about sanity check then a pipeline pass percentage is giving me um what what is my uh how how's my pipeline doing in terms of uh going on production um so yeah so this is about development quickly touch base on the operational stability this is something uh highly used by op steam because they are interested uh you know how my system stable is how my system is behaving post the go lives or post the changes if you see a couple of important Matrix here number of incidents so which is something a unique capability with service noise so we service now uh is having data around incidents so it's easy to tie up with the environment you can see lot of incidents reported during this particular time frame uh it's an indicator that yes we there is some fundamentally wrong with our you know code changes or change requests let's go back and and talk to our team yeah similarly if we have so many outages it's a good indicator for Ops Team you know there are something wrong with the recent change request that we deployed in production um service availability um you know how my service is doing um how many time it went down again it's a good indicator to in terms of how my devops team is doing how my devops changes are processing in terms of system stability yeah so this is about Matrix um I think it's really good 46 minute um now we can open for question answers not following the chat in case chat window yeah questions I don't see quite a lot of questions here there's someone with their hand up I'm not sure if they have a question or not yet allow them to speak yep I've allowed them to speak you can come off from you if you have a question that's good good but yes while people are asking questions um uh these are the important Matrix uh uh I would say you know really helpful for devops team to make a lot of important decisions uh around their software development yeah we still have um do you have question or there's a question in the Q a it says is it possible to see a demo of servicenow integration with GitHub in jira now or should I reach out to my servicenow account manager for this yes so um we do have really um all the sessions lined up um since you're in December now but you will not see any session now but starting next year uh there are multiple sessions lined up around uh devops so you will have opportunity talk to your account manager uh or Europe probably if possible then Isha we can also drop off uh how where they can see the upcoming webinars but there are a lot of webinars in place for next year around devops Integrations foreign good I think it's uh that's it I think uh we don't have any more questions we can conclude the session here um so everyone will have recordings for sure um so uh so that you can and also uh if you can share the uh the location where people they can they can go and look what are the uh upcoming webinars are so that they can they can register there they can start utilizing them I know there are a lot of sessions planned for next year specifically on devops which includes integration with different tools as well as Auto approval uh capabilities so all the different sort of things I think thank you so much with this uh we can conclude the session uh thanks for joining um