hey everyone my name is David deich I'm a technology Workforce architect for our TMT vertical at servicenow today I want to talk about service Management on the now platform and explore the difference between the service operation solution powered by the now platform and itsm from a generic vendor I always like to relate what I'm talking about to how we're transforming your business and our Global Services Framework business imperative is to automate and optimize technology service operations we want to prevent outages by understanding the scope of effect for a proposed change and that's what we're going to focus on today posing a change it's going to allow us to expand technology Services while reducing costs deliver extraordinary employee experiences resiliency and productivity and drive technology best practices with optimized and efficient processes for today's quick demonstration I'm in an instance of service now loaded with some demonstration data this is our service operations workspace where we can see services that are mapped out and how they're working I'm going to go ahead to my list of change requests and I'm going to submit a new change request today I can select from pre-configured models in this case I'm going to go to a normal change model which is the most basic change model I'm going to categorize this as application software and for my configuration item I'm going to select an Apache web server I'll go ahead and assign this to let's see I'll go with my application support group and I'll go ahead and schedule it for tonight at 2200 [Music] and I'll have it end tonight at 2300. all right I'll go ahead and submit my change it's going to get me back out to my models so I'll go to my change requests and it'll be my top change that I just created now when we get back into our change the first thing that we're gonna see is that using the now platform we can actually configure schedules and we'll see that there's a conflict so let's use the scheduling assistant to help avoid those there's no available times on Wednesday but I have a change window on Saturday night and I can easily move my change to Saturday I'll go ahead and save that now that I've scheduled it correctly and I'm going to go ahead and mark the risk of this changes low because I'm really confident that I'm not going to break anything I'll go ahead and fill out my risk assessment ask me if I'd like to save and I'll say yes and my risk assessment pops up of course it's not critical I'm a confident engineer it's easy it's easy to back it out of course I have a redundancy put in place and it's easy to verify that it was successful and I'll go ahead and submit my change what we're going to see is that servicenow automatically changes the risk to high well wait a second set everything was easy if I had a standard itsm tool that was just a repository a record for my changes it probably would have left it as low risk but what I want to look at is come down here and see my impacted services this Apache web server that I want to do some maintenance on is part of all of these applications meaning if I mess this up I can't edit my purchase orders the entire Asian Pacific region can't access their accounts a lot of stuff in the UK goes down so this would be very bad and using a service aware cmdb and our service operations solution from servicenow we're able to tell you what the real impact of this change is based on the understanding of the business context we have of what you're doing with that I'd like to look at an example have a customer that purchased the service operation solution with asset management and Hyper automation from servicenow and they expect to save 20 million dollars over the next three years in itsm costs reduce their incidence by 30 and increase the velocity of their business service operations on the now platform was chosen as the superior option to support Global growth while immediately raising and continually improving the level of I.T service thank you so much for watching my video today and I hope you've seen the value of service operations on the now platform compared to an itsm tool have a great one