okay it's three minutes past looks like it's going to be a small audience today it's a nice first net group so feel free to you know chime in ask questions um we're really happy to have you here and we're happy to answer any questions that you may have So today we're talking about the service operations experience so specifically the service operations workspace and the new uh how that new user interface brings you a great experience all right it's just our usual Safe Harbor slide here in case we do talk about anything that's forward-facing or looking statements learning information based on what you know today and should be used carefully so we are running this is part of a webinar series which we're running almost every week I believe I believe we have a session every week so if you're interested please check out the upcoming sessions and join us at Future sessions so you can scan that QR code or I think G2 might be putting the link in the chat as well for you to be able to check the schedule of upcoming sessions so just some housekeeping we do have we should have plenty of time today for Q a at the end but uh happy to take your questions as we go just use the Q a button uh and solve your questions in there if you wish or yeah if there's only a few of us today so feel free to mute yourselves and and ask verbally as well so this session is going to be recorded it will be shared on the service now community and after the events you'll be prompted with a short survey so we're always looking to improve our sessions so anything that any feedback that you have that's always helpful so a little bit about myself my name is Alex Chong I'm a product success manager here at servicenow I deal specifically with the itsm and devops products and I've been with the company for over eight years now and in that time I'm lucky enough to have been part of the first cohort to do the certified Master architect program um so I am a certified Master architect which means I'm an experienced in guiding our customers in their Transformations using our products all right so to get us started that's we might start with a quick poll [Music] to launch it so just this is just to give us a little bit of an understanding of what you know about service operations workspace so I think you can guide our conversation track today oh my God three of three Okay so in the polls so we've got some okay someone has heard about it I'd like to know more and if you thanks it's on their adoption roadmap and oh somebody's already using it already so um uh if whoever's using it already I don't know if you if you'd like to come up mute and maybe share some of your experience it at some point that would be great as well I'd love to hear what you think of it uh so far all right so for the other two uh what is service operations well if you step back for a moment and assess the current state of the Enterprise technology uh what you'll find is there are a lot of competing demands so there's lots and lots of complexity with Cloud native applications and environments that and with today's environment of everybody working from home post the pandemic there's really an increased Reliance on technology services everything needs to be up and running and smooth people are demanding 24x7 support because you've got a lot of the workforce people work at home anytime they want so there's a lot of demand and budgets unfortunately do not increase so we need to find efficiencies so when you bring together technology services and operations into a single data model that really helps you with those efficiencies it helps you to find uh better ways of doing things helps you to prevent outages before they happen deflect issues remember reaching a service agent with self-service through virtual relations and using Ai and machine learning so by bringing for example by bringing together change management and service mapping you can easily see the service impact on land change before approving it so when service and operations have consolidated you also get the benefit of High T service management data crucial crucial historical data and real-time context for iot operations for example finding similar previous incidents when you're in the service outage you can accelerate service restoration by identifying potential root causes or how issue was was fixed in the past so everything works more seamlessly together incidents are routed to the right internal teams or vendors and resolution for resolution and discovered CIS and service maps from I.T operations management create a service aware cmdb so a lot of benefits of bringing those two together some of the key use cases that can be solved more efficiently you can see there unauthorized changes major Incident Management service outages are dealing with service outages and reducing certain salvages and also devops so all those use cases which benefit from bringing together service management and I.T operations so what we've done from a product perspective is bring that together in one user interface it's called the service operations workspace and it's really a reinvented way reinvention of the core of the past you know where we had separate incidents uh separate operating workspaces and what we've done is brought that all into one so the service operations workspace uh provides a more unified experience by combining the previous workspaces that we had before the itsm agent workspace the operator workspace site reliability the operations workspace so they're all replaced by one single service operations workspace and all those functions to the right there are all available within the service operations workspace and and there's more and more being added actually so that's this this uh this picture is just indicative so some examples of use cases using service operations just to help illustrate um you know what I mean by bringing that all together so for the agent for the agent or the operator um how does that service operations workspace or how would it work to reduce mttr well firstly they get a more delightful experience simplified view a new user interface they are able to see you know the impacted cios because the CMD the the cmdb is more service aware so that is all surfaced through the surface operations workspace uh agent assists so suggesting knowledge-based articles relevant knowledge based articles suggesting similar incidents all that in service through the service operations workspace as it was previously in the ancient workspace uh you have collaboration with Microsoft teams available as well so that is all integrated within the surface operations workspace you can create from there they might create a major incident and then close the incident investigating close the install so all of that is surfaced to the operator through this service operations workspace and it really it really is the new version of the agent workspace I don't know if you've used that before but this is replacing the it agent workspace operations obviously also leverages all the capabilities of AI and NL as well so from the it operator side uh labels though be surface predictive alerts or potential issues they will be surfaced through a dashboard so what you what you used to see in the operator workspace with the service view you'll you'll see that within the operator Works uh service operations workspace as well and we'll see that later in the demo and then through that they can they have lots of data at hand which is brought in through various things like ACC and all that information helps them verify the probable root cause and then they can use remediation tables which is also available Within service operation workspace to help them resolve and and close that alert and hopefully bring the service back to green okay so some key aspects of the service operations workspace just before we go into the demo and show it to you so you'll see that there's a landing page so the landing page is Persona based so depending on who's logged in they'll see a different landing page and that's obviously all configurable and that landing page will surface the most important information to that user for their day so some of the information you'll see when later is you know the outages service announcements assignments for you to prioritize your work you'll be able to see it says incident here but it's really it's really um it's really more about so the the detail of the record so instant being an example so you can see uh and it's all contextual so you know if you drill down into the instant then you'll have to relay the records and you'll be able to see that all within that agent workspace you'll have the ability to have experts on call so that is now really accessible through the service operations workspace appears on the right panel and you can see who's on call then you can reach out to them and you can collaborate through them with them through teams and then there's also recommendations framework as well so that leverages you know the the machine learning to be able to provide recommendations for the agents to to more quickly resolve issues okay so that's going I'm just going to check the chart if there's anything no no questions so far okay so let's jump into a quick uh demo so I'm gonna just uh what my computer is thinking let's expand that all right so I'm just logged in as a an agent at the moment level one agent this is the service operations workspace and so you know it's been we've we've we've moved to the service operations workspace because it provides a lot of accessibility uh requirements as well so the the you know the older user interface uh wasn't didn't meet all the web standards and accessibility guidelines uh whereas you know the next UI has been designed for that as well as the workspace within the next UI so if I just show you here um yeah you have a whole bunch of accessibility options uh which will affect the the the workspace within the next UI so I can even do things like um you know change it to dark mode but um I don't really like dark bird I've tried it it hurts my eyes so I'm going to go back to default all right and and there's various preferences as well um what you're going to get into but there's there's a lot of configuration that you can do so uh just an overview of the landing page this is the landing page that you would see uh the default one that an agent would see it has a lot of it it tries the surface a lot of information we can just close this off actually service the most important information for the agent to help them resolve things quicker so from over here you can see you can quickly understand what are the incidents assigned to but this is this is my team's work I can also go and see my work right so you can quickly see these are the instances assigned to me um how are we doing with slas what are the unassigned incidents you'll notice on the right here also uh prominently is announcements so you can quickly understand one of the current outages uh as well as any other announcements that there might be it also surfaces upcoming work so what's due today what it has to do today um and tomorrow so nothing coming up tomorrow but these are the things that I need to have a look at today so that helps you again prioritize what work that you might have there's a section here for quick links as well so this is personal wool so if I have anything that I need to access you know very quickly I can create my own quick link down here and then obviously you've got some some history there I've recently viewed records so there is um I it's not showing online but in Tokyo we also have a new section here to help with adoption uh it it sort of surfaces new features and things that we can we can help helps the agent we you know understand more about the service operations workspace I don't have that showing but that that's something we released in Tokyo um also you know on the right here um you'll have your different this is the landing page but you also have different uh other other screens available within the workspace so this is this is learning so if you have coaching enabled any certain learning tasks uh that that are assigned to me will come in here so I can access that all within the workspace um there's this list as well so you can create your own disk so there's lists that are configured for for everybody or for different personas sorry my instance is a bit slow so if we hang around is sometimes pain and computer is also thinking but yeah so you you'll have lists that can be defined so you define that for everybody that's accessing the workspace but then the individual can Define their own lists as well right so I can if there's this there's some criteria for records that I want to see I can quite easily do that as well and you can start from an existing list of modify an existing lists or operate your own further down here we've got the inbox as well so this works with advanced work assignment um so it routes in you know whether it might be walk-up interactions or it might be chat interactions or you've got if you have ivi it could be phone calls as well so you can have that Integrations and that integration and then it will all come into your inbox and that's all managed by advanced work assignment uh you also have a service dashboard so we'll we'll have a look at that a bit later so I might skip over that and just another functionality here called Express list it's just another another form of list which is which is now available that's that's a new capability but if I just go back to home for a second or so I'm just going to go to my team's work it's not so much the product it's just um our demo instances are quite small and they're very slow all right so I'm just going to pick um some other signs work so um the assignments for myself let me just pick another one so as we've aged workspace uh you know it everything is contextual so I have the incident here and then everything within the instant is going to be opened under the incident so if I click anywhere within the incident to relay the record it's going to appear you know under this so I can open another instant and have another tab there and anything under there is going to be related to that incident so that all really helps the agent um from from getting confused between you know working on multiple things at the same time okay well that's loading as you can see this is this is the details uh or the overview page of when you go into a detailed record you'll see some key information up here so getting surface so it's quite easily accessible and readable obviously these are things that you can configure as well so if you wanted to see some other information up here you can configure that that I can quickly say look it's it's moderate it's in progress this is a service that's affected this is a CI when it was opened and then on the overview some of the key things is the impact right quite clearly you can see there's one affected CI and no impacted Services which is a bit weird because that's a service but this is demo data so not all of it is uh may make sense and we're trying to surface like I said we're trying to surface the most information the most important information to help the the agent resolve things quickly you'll also know this the top thing here is is recommendations right so with machine learning with the recommendation framework it's already coming and and uh giving me a recommendation that there are a similar open instance to this and there's more other recommendations but this is this is the top one here is to link this uh this instant as a parent of this one so I can do that yeah so this instance now channel of this one right um so yeah just ignore this is that this like I said this demo data so it's probably it's probably linking with multiple similar ones I've already linked to parents uh you'll notice on here also is the the view of the activities and work notes so so this is being brought up here because to stop you from having to scroll down right you can you can kind of see the latest notes here there's obviously different ways you can see this as well so you can see a stacked view for a very different all right um them separately um there's always you can affect that as well so you can close that off or or have it wider we'll just go back to the standard view there okay and then on the right here we have all the things which help the agent within that operations workspace so we have you know record information here so this is going to surface you know information that's accessible to you all the time as you're scrolling through the different tabs right so who's the caller and that's handy information there's other actions handy actions that I might want to do assigned to me all right so that's all record information and again these cards can be configured as well we have agents assist which isn't new but that also gets surfaced here so I can different different um different assists capability that's that's available there this is surfacing the catalog items and the articles that are most relevant to this incident so if I what I can do from the article here is I can I can only see full view so open open it up to read more about the article I can mark it helpful and I can also attach it and then we'll automatically attached to the instant we also have experts on tour unfortunately I didn't have time to set this up so I don't have any anyone that's on call that's relevant to this this service but if I did basically you would see a contact card here of you know who are the people rather on call against the service against this roster uh against his time I should say and then you would be able to make contact with them so still quite similar to to here you'd be able to you know start a teams chat or have some other way of collaborating with them so it would show their contact details the number and and you would be able to do that from there okay that's that's here so so one thing that we've we've added is is we're working towards more and more being able to help the agents resolve the issues quicker so one thing we've added is investigate so there's an investigate tab um I can click here as well but basically it will open up this tab um and depending on what this is contextual so depending depending on what uh the the CI is whether it's a server whether it's a a laptop uh different things will appear here so this is a Windows server and then I'm able to actually see information about the Windows Server that's being gathered uh from agent client collector so basically you know we have we have an agent um capability now called Agent client collector we also are able to integrate with I think it's Microsoft endpoint manager that's now available as well so if you have Microsoft endpoint manager you can have that feeding information into here as well so that will get surfaced within the incident I can start to diagnose this I can see quite quickly look there's a there's a it's got 100 memory utilization 100 uh this utilization uh has exceeded the threshold so that's probably why uh there's been an issue here you can also see what the top CPU processors are I mean the top memory processors are and like I said this is this investigation tab is dependent upon uh you know what the CI is if yeah at the moment only laptops and servers can be investigated with this information if it's something else then you you would get a prompt uh so I don't have yeah metrics that basically that information is being gathered from uh our agent client collector or or or if you have a connected to Microsoft endpoint cool well okay that's the usual details tab um they can see more details we also have impacted Services affected CIS all the usual related information that you can see here as well and as per usual if there's more information you'd like to see this can also be configured foreign so it's just showing some of these actions here so there are some quick actions um that have been configured so again you can make more actions uh but for me you can create an instant tasks create analysis create a problem create a requests create a change typical things that you will do as an agent from an instant as well as some more actions here so I think I have a feeling this is one that I can take it on my own system I don't think this is out of the box but basically this action would take me to the old view the old form view if I click that so you can you can you have actions here that um help you do what you used to do in the old form view with right click so what am I do that's that's basically so this is sort of the agent for you this is the age of you this is what an agent would see um I can assign that to me foreign [Music] just to show you and then you know you can see that from within here I'm actually also going to bring up a change strangers let's see so I'll show something useful so with uh with the latest release of service operations workspace we also now have so you before the latest release you weren't able to see the change information within the operations workspace now you can [Music] just refreshing yeah so no change tasks oh there you go second we'll do that um yeah so we've got some contextual view of the change as well so this page will change depending on what state you're at so if you're new you're assess your authorized your schedule you'll see different things here um and you can you can obviously take actions um depending on which state it's at uh you've got the usual details and the other thing that surfaced within here is devops data as well so if you I don't have this I don't have this configured I don't have this environment integrated to devops but if you do have devops data that can be surfaced within here as well so you can start looking at uh well actually this is specifically config changes so you can imagine you know somebody changed the property within and application service and they calls an issue during it during a change uh you can actually surface that information in here so you can configure you can you can view and compare the snapshot of what the application looked like before the change and after the change uh you can see what those configuration changes were so I don't have that information here but I think we showed that at the previous session but that is that is now available here as well so that's really useful to help you identify the root cause okay am I also I think there's something in the chat let's see my phone has a question may I know what part of the configuration is required in affected CI in order to get the investigation option to display there oh yes okay so the investigation tab I believe it's something that we added uh quite recently I think it's in uh version two of the plugin so the service operations workspace plugin it's it's released via the store so we we update we release updates every I believe it's quarterly so you might have version one of the service operations workspace so just make sure you've got the latest version and that should add the investigator [Music] hope that answers your question so what I might do now is I might just jump into [Music] the operator side so again like I said it's the one workspace but depending on who you are you'll see different things so I'm logged in now as a different person as an operator and this is the landing page I get instead so it's more focused on what an operator would be interested in obviously alerts and monitored Services open alerts and that's inside to me that type of thing so what I didn't show you before was the service dashboard so this used to be within the operator dashboard in from from my Tom and so this is now within here it's taking a bit more time to load but yeah this is what this is sort of what you used to see in the operator dashboard so I can quickly see you know what are my most critical Services uh uh prioritize depending on you know how you've got that set up this is currently grouped by business criticality a good group by various other uh options that you can see there and this configuration is a global view I can also create my own view or different views um to see this information it doesn't want to change okay sounds better we'll leave that as it is oh there we go it's just really slow all right um over here we can filter surface alerts um so I've just got it got to buy priority at the moment well so I can open up this alert [Music] that I had before sorry this is 489 yep yep so under this alert I can see the details of this alert all this information obviously coming through your monitoring tools so this is the this is uh this is an alert group with alerts in the group and you can see all the usual information effective CIS impacted Services lots of all that information available in the overview and then obviously you have the detailed and related records if I drill down on into one of these alerts because my system's slow and I kind of clicked on it before but if I if I drill down into a specific alert I can then see a lot of information now that's coming from uh you know your monitoring tools so I can see oops I'll start over the overview so this is you know we were looking at the alert group before now we're looking at a specific alert you can see you can see anomaly detection here right so why what were the metrics and the fair there and why was this not Anonymous uh on I can't say the word but why was this and another anomaly um and then over here you've got utilities to help you drill down and diagnose what's going on as well right so um you can quite simply launch your Google search or launch a dependency view to drill down on the service map to see where this is coming from and what it's affecting um yeah like I said what you have also is metric so the information that's coming from your monitoring tools uh that's fed into here you can see that all within this this workspace so again keeping with the theme of seamlessness and bringing everything into service operations workspace so that you have all that information on hand uh if we drill that if you use the metric Explorer we can look specifically into more detail about a metric and then you can quickly see as you can see here this one has you know it's hit 100 this usage so there's obviously range day there as well so you can change between when you're seeing this information from oh foreign yeah there's also there's a lot more there's a lot more to it right there's a lot more capability so log viewer you can start analyzing the logs um I think with that's probably enough for today when there's there's a lot more um technical stuff that you can do on the item side um which is like this load and then I think and it was probably stop the demo there oh actually there's there's one other thing which I wanted to show and we'll talk about this a little bit later as well okay yeah so I don't have any data but this is basically a long viewer so you're able to visualize the log uh within the service operations workspaces as well there's one other thing which I wanted to show just going to stop impersonating the agent so go back to admin so this is an admin function next which I'm going to show you so something we released uh in Tokyo I believe is a guided setup for service operations workspace you can access it via adoption Services guided setup [Music] it's loading questions [Music] can you share us can you share some link to start testing these features in our PDR like how to install okay so implementation approach okay yeah so we'll we'll cover um we'll cover resources and implementation approach uh coming up so that's awesome uh like Francis I joined late and I'm not sure what did I miss out on the demo where can we add child incidents in the workspace okay um I'll show you that in a second let me come back to that as a child into it okay okay um we'll see if we can come back to that but basically what I wanted to show you here is um the guy that set up so you go here we now have a guy that's set up for service operations workspace and talking about implementation approach uh this kind of helps you to with that implementation approach so if there's a couple of EX but there's a couple of experiences here I'm just using the best Experience One um there's also a quick start experience as well and what this is is you know it's quite similar to what you would be used to with guided setup it will walk you through steps on what to do so it surfaces information you know uh you know what are the key features so this will take you to documentation is so slow uh but yeah there's there's like riddled throughout the guide that's set up um there's this actually I don't know why but this should actually render in here so you'll have documentation rendered within here I don't know what's wrong with my demo instance but you should see uh you know documentation links and things rendered within there you'll have a tasks so potentially some foundational setup stuff so most of this stuff you if you're already a servicenow uh user you probably your your instance probably has all this stuff already so it's just making sure it's stepping you through all the foundational requirements that are required to to you know uh set up the agent workspace and so this guy that setup will will walk you through that so it's about landing pages uh managing interactions such as you know setting up agent chat um redirecting the service desk agency landing page this guy that's set up will walk you through those key tasks all right now I might just park the questions we will we will go through the rest of the presentation and then we'll see if we can come back to some of these questions all right so we're talking about the guy that set up there and sort of implementation methodology so how to get started um so this is one picture it's it's one suggested route you can do this different ways but obviously they could do four components you know that you see in the guided setup uh will are still relevant it will just depend on you know where you're coming from what capabilities you've been able to ready and what you need to do next so you can see from a crawl perspective from from the basic perspective you want to make sure you have the the solid core capability up and running and all those get that gets surfaced within the surface operations workspace uh next you want to have a look at the more foundational machine learning capabilities things like virtual agent and there's teams integration some of the Python stuff as well like event management health log analytics so you can basically throughout this journey you can basically use the service operations workspace um it's just depending on what other capabilities you have turned on you is what value you'll be able to get out of the workspace but this is this is one recommended path if you were if you're looking at you know what do I need to do to enable all the capability within service operations workspace uh this is this is what you could do and this is uh available within the uh now create so we'll show we'll we'll give you all the links to all of this stuff so don't worry and there's implementation there's lots of implement implementation material uh within they'll create to to get you started Okay so let's get to the guided setup so this is what I showed you before so this was released in Tokyo like I said there's there's different experiences for the guys that's set up so you can do a quick start we can go through the best best experience um this this is a platform capability that you can configure your own guided experience on as well just an FYI but we do have that available now in Tokyo so um actually before we get to the poll actually let's let's do the poll first um and then we'll get to questions so I'm just going to receive locations which different poll [Music] ution [Music] okay I'm gonna launch the second poll um so I know a few of you missed the start and you might have missed the first poll but the second poll is really so now that we've told you a bit more about the service operations workspace what do you think of the you know are you already looking to implement it would just like to understand what stage you're at or really if there's if it really misses the mark we'd like to know that too and get your feedback okay so I've got another three of five I can get another two responses that would be great understand okay so looks like we're only getting three people respond that's okay and Paul and share the results so okay so two people want to know more one person is looking at making a start within the next six months that's that's great that's great so we can definitely send you more information um if there's anything specific you want to know after we answer all the questions make sure you reach out to one of us as well and we'll be sure to get that information to you so um you're asking about resources so here are some of the resources that are available so this this will now create success pack so that includes everything including you know project plans Workshop decks uh things like implementation learnings all that's available on now create now so that's available for you we also have a couple of links there to product documentation so there are actually two plugins if you don't know there's one for its sermon one for itom so it's the same workspace but different capabilities enabled by two plugins and they're documented separately as well because that's it's mainly because you know we have different product teams working on this product um so you know it's faster for them to create documentation separately but we have links to my products so so you can see that there there's a couple of really good Community videos YouTube videos as well so we'll have links there so you will get this deck we'll post this deck in this recording after after the after the session so you'll definitely have access to all of that okay so let's now get to the questions that we do have okay if anyone wants to unmute and answer questions as well please please do but while doing that let's see we can answer the questions in the live q a let's have a look so I'm just going to impersonate the agent again oh sorry that's not the agent thanks me on the list is the agent uh I'm not sure whether it's there by default we do have uh related records go to the incident oops [Music] yep it's loading sorry like I said my instance is really slow um okay so under realize that it is there by default so under related records you have child instance um so this is basically a related list you can add any related list here so any other information you can configure that um and then you would add it here so that answers your question hey Alex this is laquan do you mind to go through the adding child incident process yeah sure so all right thank you I'll just click add sorry and this is something wrong with my my instance but basically you would yeah you would click add okay so actually uh that's why I wanted to see so do you see a pop-up box that with empty incidence display when you click add you know yeah so this is a yeah this is a demo instance so I uh not sure but what I might do let me jump into another instance okay thank you let me jump into another instance and see what happens is this yeah this is a this is a demo instance and sometimes it's uh it's it breaks another instance okay and then I'll let us can you show us how the landing page is configured can I personalize the widgets on the landing page um [Music] the landing page I can't do that as oh sorry hey when it's learning and in my other instance [Music] yeah so what am I trying to find foreign [Music] we're just about on time as well so I'll try and answer these questions but um if anyone else has any other questions um feel free to speak up now the records Andy [Music] okay and I can pick it's an icon that's what I'm hopefully you're seeing what I'm saying yeah okay I got it thank you all right um let's question um so yeah so basically the app has some configuration so it's got one page uh it's got a page definition so different landing pages depending on what the event mapping is um so if I can get to it from here so it is I mean that this should be documented on the on the docs I don't know exactly um whether this is the best way to do it then check that but yeah you definitely should be able to do it I think you can also do it from here yeah that's probably a better way to do it it's got landing pages go to this one so it'll open in UI Builder and then basically you have to do some training and you need to learn a bit about UI Builder and from there you'll be able to customize the landing page um I don't think I'm gonna have too time to show you much more but yeah but basically you open the landing page in UI Builder here's all the data visualizations um you can you can modify this to your requirement and obviously um yeah all right so same as at that um thank you very much for your time uh if there's any further questions you know feel free to reach out to one of us um or just ping your ping us your your email or something and then we can definitely reach out to you and try and answer your questions if you have any more I hope that was informative I hope you enjoyed that I hope I didn't bore you to death um thank you for joining us and we hope to see you again thank you everyone thanks Alex it is very informative session thanks everyone great thank you