so greetings everyone welcome to another live on servicenow webinar today's session is an overview of the devops change workspace um it's uh more or less a repeat of the session that we ran in March about five months ago there is a little bit of new material but essentially it's it's the same presentation so we will kick off okay so a safe harbor notice um just in case we talk about any uh features in the product that are not yet delivered or that are coming on the roadmap uh please don't base any purchasing decisions on any forward-looking statements but all the features and components of the product that I'm going to discuss today and show you uh are already there uh in the current version of servicenow devops so just to remind everyone that this is one of a series of live on servicenow events and we have a number of interesting events that are available for folks to join uh in showing different parts or different products within the itsm suite so if you scan that code that will take you to the list and you can register yourself to attend one of the other events I will also put that link in the chat we'll just grab it and copy it so that's there in the chat for you just some housekeeping we will have time for questions um I won't be able to see any questions uh until I stop sharing but please if you have any questions do pop them into the chat or into the Q a function and then at the end of the presentation uh we'll have some time where we can have a discussion and you can unmute yourselves and ask questions verbally if you want to but please post everything in the chat and then we'll have a look at them when I can also this pre this presentation is being recorded and it will be posted to our community page and after the session you will be given a survey to get your feedback so we can improve how we run these sessions a little bit about me to start with so my name is Mike I'm based in Melbourne in Australia I've been with servicenow for about 14 months I'm an outbound product manager in the itsm business unit special specializing in devops and change so we'll kick off today with a poll this is to understand uh your current and your your current knowledge and understanding about devops change workspace so I'm going to launch the polling Zoom if you don't have access to use the poll in Zoom uh please do put your response into the chat so we can collect your feedback and I'm just going to launch that now okay so if everyone can provide a response about what you know about devops change workspace and we can gather some stats I'll give this about 30 seconds for everyone to respond another 10 seconds and I'm going to end the poll and share the results so we can see uh most people on the call don't know anything about devops change workspace and you'd like to know more and some uh at the start of their Journey so that's great that's perfect for our session today so hopefully by the end of the session you will have a better understanding of what it is and how you can make use of it okay thank you for your feedback so before we launch into uh what devops change workspace is I just want to give you some context about the servicenow devops change velocity product and the value that it provides and you know why why we need it as customers so when we talk to our customers a lot of them are saying that um you know their devops teams are very busy and they're trying to scale devops in their organization and trying to deliver features to their customers faster and safer with with less errors essentially that's what devops is is meant to provide but when it comes to the change management process we sometimes see some issues which which are blocking a customer's ability to scale and that's mainly due to the devops teams or the development teams and the operations teams uh not having access to the same tools and therefore not having a shared view of the of the data so for example you know a developer is in their own tool or set of tools whether they're coding and they are they're delivering code and running their CI CD pipelines and deploying that code and then from a change management point of view if that process is not automated they often have to swivel chair into servicenow to manually create changes which slows them down and is often seen by developers as an overhead so uh that can cause issues and then on the operational side from a change management point of view the folks that are looking at the changes um often have difficulty understanding what is being changed and who's changing it and why it's being changed because they lack the data and they lack the context and they're they're reliant on the developer to copy all the relevant data from their devops tools into the change they can understand exactly what is being changed this can often result in a lack of compliance so sometimes developers can bypass the change process altogether which is not desirable because they just want to get on and do their do their job so if you look at the Persona personas involved in in this um we can see that the change manager is being is being confronted with an increasing velocity of change and having to make sure their Regulatory Compliance is continue to be met but they don't want to spend time manually Gathering data and and doing all the back and forth between the developer to understand what's being changed they just can't manage the volume uh it's it's just not feasible from a governance point of view most organizations need to make sure that they're meeting their I.T controls and they're able to respond to Audits and governance so we need to how do we make sure that we are compliant and we have traceability and visibility of the changes and the data associated with those changes and then if things go wrong how does operations make sure that they have visibility of what changed and what is the potential root cause of of an issue and then resolving that that issue when it happens by understanding what changed and what needs to be backed out from an Engineering Management point of view those development teams are looking to make sure that their teams are performing and that they have visibility of the value stream that is being delivered in terms of in terms of software updates so they're looking for insights into that so what we do with devops change velocity to address those issues is our approach is to say let developers stay in the tools of their choice and we will integrate those tools into servicenow and bring in all the data that we need so you can see on the left hand side there we have through integration Hub we've got the most common devops tools and what you see on the slide is just a handful we have a lot more integration out of the box Integrations available but what we do is integrate with the tools so jira GitHub Azure devops Jenkins Etc and we bring in all that data and we normalize it into our devops data model and that allows us to do two very important things number one it allows us to automate the change process so in the middle there you can see we can use that data that we brought in to understand exactly what is being changed and determine whether for example a change can be automatically approved if it has passed the criteria that we Define for automatic approval so for example was the build successful did the chain did the pipeline pass all the unit testing what was the code coverage percentage did we have any security vulnerabilities do we have any current incidents or are we in a change freeze Etc so that allows us to build a very good picture using that data and understand whether we can automatically approve the change or even reject the change for example if there is a security vulnerability we might want to Auto reject the change the second thing is it allows us to Deep dive into that data and and measure and track the performance of our of our value stream of the of the development that is being delivered and we'll go into that when we have a look at the insights dashboard so all in all that will essentially take a lot of manual effort away from all those roles involved in in the process by automating the change process and by having the data automatically ingested into servicenow devops the developer doesn't even have to log into servicenow we can automate and Trigger the change from their pipeline so they can keep working in their own tools the change manager is able to handle much larger numbers of change because the um the chain changes are being automated where possible and there's a focus on policies and the focus on only needing to manually review changes that where it's required where a change manager needs to have eyes on a change otherwise for the for the vast majority of cases those can be automated so that allows us to have better governance and compliance and gives us traceability and visibility and allows us to also have a better mean time to restore because we're able to identify what changed and if something breaks we can identify how to fix it much much more easily so that's the context about the devops change velocity product in addition to that what we also support is an adoption Journey for customers so most customers are not going to jump in straight away and start fully automating their changes from day one it's a crawl walk run journey and the first step is to onboard your tools and your teams connect those and bring the data into servicenow so you can get visibility of it so you can Baseline that data and so you can understand what your current state is and then as you move up that adoption journey and get more maturity we're able to start doing change traceability and change registration and then ultimately full change automation which will provide us with um you know the ability to fully automate our changes and Achieve change velocity whilst maintaining the right level of change compliance and allow us to ensure we get the right benefits from devops so I'm going to swap over now to my browser and we're going to talk about the devops change workspace so what is the devops change workspace you know what is this what is this tool what is it all about so what we wanted to do with this workspace was provide essentially a One-Stop shop for customers to bring all the different components together into one workspace to allow customers to set up and onboard and maintain their devops change ecosystem in one place and the workspace will allow you to do that now we're going to dive into all the different components of of the workspace but we'll start here with these cards at the top of the screen that you can see which is uh under a section called getting started so what these cards are uh sitting behind these cards are a number of playbooks which automate the steps involved in doing the setup and onboarding so for example over here accounts and users you're able to assign roles to the various people in your organization who are going to be the devops admins and the app owners Etc and give them the access that they need and secondly you can assign tasks to people that you need for example if if I've got someone in my organization that has the jira administrator access and I need them to give me the credentials I can assign a task to them and ask them to provide that that data but you can you can assign any tasks to anyone as part of the onboarding the second important thing is about connecting the tools so as we said at the start we want to integrate all the devops tools with servicenow and bring in all the data so we have a connect Playbook connect to a Playbook which manages that and we divide up or categorize the devops tools under these categories so planning tools as you can see there for example jira rally Etc we have coding tools which which is where our code repositories suit so you can see some examples there orchestration tools which are obviously the ones running our CI CD pipelines Jenkins Argo CD gitlab ado software artifacts tools like artifactory and we have software quality scanning tools like sonar Cube or sonar cloud and a new one which we've just um released integration for is security scanning tools the first cab of the rank is Vera code but we will be releasing integration with other scanning tools like check marks for example later on so all those are available for you to connect out of the box in addition to that we've got a Playbook to create applications I'll and I'll dive into that and explain what that means when we go into that section and then we've also got sections to to automate uh change creation and look at how we can provide change approval policies appropriately to automate our changes the other stuff on on the front here is we've got some surface some high-level metrics about the connected tools and about the inbound events that are coming in the trends of that any open tasks that I've got changes waiting for approval and the connectivity status of tools that I have already connected so let's begin by looking at an example of connecting a tool and how that works in the workspace so the example I'm going to use here is jira you can see here I've got a jira instance which has a whole bunch of projects in it with the normal stories features epics Etc in Nigeria instance so I'm going to connect that tool and bring in some of that data so we can see how that works so let's click on connect tools and we'll select jira I need to give it the tool a name I'll just give that one a name and now it's loading the Playbook to for the next steps to connect to that jira instance so it's asking me for some information here which I'm going to provide first of all I need to provide my URL I'm just grabbing that and then I need to provide my credentials so a username and an access token just grabbing that okay so we'll try and connect now the Playbook uh what it's doing now is it's trying to establish a connection with that jira instance and it's checking the permissions that that user and access token have to make sure that the the permissions that are required are actually set up with that user so it's showing me the permissions that I need and green is good so I have the right permissions to be able to connect to this jira instance so I'm going to click next then the next step is if I want to restrict access to who can use this tool in servicenow and and um you know the normal read write edit access to the tool I can provide groups or users in terms of restricting access if I want to I'm not going to do that in this case but obviously that option is there for you in your own environment to use the next step is about configuring web hooks so what we want to do in an ideal world is we want to have real-time updates from jira coming into servicenow so if I create a story or I'm updating stories or issues in in jira and I have web hooks turned on then an event will be sent to servicenow to update that data in real time if for some reason you can't do that in your environment or you're not able to to do that for some reason you can have a you can have a nightly polling job which can be set up to do a nightly import of the data if you don't need real-time access but we are going to configure real-time access here so that we can get updates as they happen and that's obviously useful for making sure that changes have the right up-to-date information and while that's happening I just see someone has posted something in the chat Is it wise to enter a personal name in The Connection toolbox couldn't it be a non yes obviously that I'm just using my personal credentials here just to for the demo but in your environment you would use um you know your your system uh credentials oauth credentials okay just waiting for that to come back sometimes it can take a while hopefully that will come back shortly uh we're almost at the end of this of this Playbook and just while that is running I'll I'll come back to that um I'll just quickly show you so just to show you an example of what it looks like once you've you've connected a pipeline tool an orchestration tool for example here is my Azure devops environment with my pipelines and once I connect my Ado pipelines into servicenow they will servicenow will build a picture of the pipeline which is the same as what you see in Ado and I can see the full pipeline execution history of every time my pipeline has run whereas failed when it's passed Etc now we do have other webinars available that have been recorded which dive into the detail of this and and show you some demos obviously this one is fully automated so it's created a change for me and it's fully automated that entire process so that's just to show you the orchestration part of it let's jump back here this is not really working for me apologies for that just refresh it sometimes they sometimes it does get stuck for some strange reason normally it goes through quite quickly so what I might do here is I might cancel it and start again so this is all this is all real stuff happening now so let's go back I will go into this tool and I'm going to delete it so this is a good exercise showing you what to do if things don't don't work as planned it's always always this way with a live demo okay so I've deleted that tool let me try that again hopefully this one works okay let's give that another go so connecting my tool it's it's basically the same process for you know it doesn't really matter what what type of tool you're using it'll follow a similar process to what I'm showing you now for for jira so let's try that again okay let me plug in my information so my URL my user jira user and my token again it's doing the permission checks making sure the permissions are correct okay again I can restrict access to this tool if I need to just going to skip that part and now we're back where we were so let's try and configure the web hooks for real-time data updates from jira the suspense okay so while that's running uh oh it's coming back all right let's see okay so that's great so it's discovered all the plans that I have in my jira instance 107 plans now I'm able to select which of these plans I want to track in servicenow if I want to track all of them in my case I don't want to track all of them I'm just going to track a couple so I'll just select the ones that I want to track in servicenow and those are the those are the plans that we're going to track for jira okay and that has that has completed so that Playbook is completed now we can go and have a look at the tool to see what has been brought in so we're going to have a look okay so you can see here all the all the plans that are being brought in and it ran an import request to go and discover all the data that's there and we are going to be tracking just a couple of the ones that I selected let's go back here so you can see uh the ones that are marked as true are the ones that we uh that we are tracking so what what that will do is um just to show you when we go and create an application and Associate this with the application it will bring in all the data so let me show you the next step so jumping back to our main workspace page the next step is to create an application so the applications dashboard is to show you here um before we create the app so this this dashboard gives me access to all the applications that that I've created so what is a devops application essentially it's it's a logical container linked to an object in the cmdb and it allows me to associate plans repositories pipelines all that data that's coming in it allows me to select which data I want to associate with an application so I can track it so let's go and do that I'm going to create one here now I can either create one from scratch or if I have an existing application model in my cmdb I can I can associate my app with an existing application model if I don't have one The Playbook will create it for me so let's create an example here okay so this Playbook is run it's created this entry this logical container this devops app I'm able to associate it with a business application if I want to in the cmdb and you can see here I can then go and Associate plans repositories pipelines repos Etc with this app to track it and here I've got some recommended actions so let's go and Associate the plans that we want so it's gone to my Jiro data and it's saying which of these plans do I want to associate with this app so I'll say I want that one please associate that plan now I can import the data that that is available to me you can go back up to three months I'll say I want to go back two months to bring in all the stories epics bugs Etc historical data from jira into servicenow into this app so you can see an import request has kicked off there and is running so while that's running I'll just show you what we do with that data okay this this is another part of the workspace which is called the insights dashboard so once I've connected my devops tools to servicenow and I start bringing in that data into servicenow it will populate this dashboard for me the insights dashboard now this first tab here is just some summary data in terms of My overall high level data I can I can use these widgets at the top to filter how I want to look at the data whether it's by an application or a specific repo a service business application or even a product or even work item types if I want to look at the specific work item type I'm able to filter that but let me show you some of these other tabs where the real power is so the flow metrics will show me how long work is taking to process through my environment so for example how long is from when I create a new issue or a story in jira for example how long is it taking for that story to get deployed in into production so this is going to track that cycle time for me flow time and cycle time from a throughput and distribution point of view I Can See For example am I spending a lot of time more time fixing bugs than delivering new customer features and then what do I need to do about that this is just sample data so if I click and it won't show me anything but in in a real environment you can click in and get further details about that uh again planned average flow time and and how long a story is waiting in work in progress States so you can dive in and find the bottlenecks by looking at the starter you know what are they waiting for for example because wait time is something we want to reduce for change acceleration once you start automating your devops changes this will allow you to track your progress for that work it'll show you your volume how long those changes are taking to get closed um automated versus manual change how many changes are waiting for approval Etc and then when I Implement my change approval policies I'm able to track whether the auto approval or the auto rejection policies are how they are performing I can also plug in some data to configure the dashboard to look at savings so for example you might say you can plug in um dollar values for your developers in here to see how much how much many hours are being saved by the the developer not having to manually go and create changes once those are automated so you can track the return on investment there the accelerate Matrix are metrics sorry are the Dora metrics so Google established uh the devops research and assessment Dora metrics to track the key lead time deployment frequency uh mean time to repair and and failure rate those are the four key Dora metrics which uh which are now an industry standard which organizations use to track how they're performing in terms of DeVos so we track those out of the box in this in this dashboard so you can see how you're comparing in terms of the rest of the industry quality metrics will get pulled in from your testing and security scanning tools that are from those results so we can look at the quality of the code that's being delivered in terms of code coverage in terms of testing Pass rates bug counts any uh any vulnerabilities that get picked up Etc and then development will show us the developers productivity so as we saw at the start you know the engineering manager wants to to look at this data to understand how their teams are performing so you can see who you know how many active committers do I have active reverters what's the frequency in terms of commits per day uh who are my top commuters who were the top reverters Etc my pipeline past percentage rates and importantly do I have any commits that don't have attached work items because obviously that's not desirable we want to make sure we do have a work item for any commits so we're tracking why the work was done and then finally we have operational stability so this is going to show me uh with the with the devops changes that are coming through are any of them causing incidents and uh are they any causing outages and how is that affecting my service availability so I'm able to track that all there I'm just going to jump back here and that was the insights dashboard so you can see this import request finished and now I can see I've got my plan there and you can see it started it's imported the I've only got a little bit of data here but it's imported all the data that I have so I can see my work items my stories Etc that have come into service now by pulling in that data okay so the next part is we've gone through the home page we've gone through applications the the tools section is really just allowing you to manage the tools that you've got connected so you know your planning tools your configuration your sorry your coding tools orchestration tools Etc that allows you to manage all those and make sure everything is set up correctly insights we already looked at and then the final tab here is the administration tab so the person that's looking after servicenow devops in in your administrative capacity in your organization would use this data to understand you know the health the health dashboards there to look at any errors and how the how the tools are being processed tool connectivity and then if you do have issues there are error logs uh inbound events Etc there's a whole lot of properties that can be set and all the roles uh that are available there so an administrative Playbook so all in all what you have is in one workspace as I said before your One-Stop shop for managing everything you need in your servicenow devops ecosystem to connect the tools get started quickly so get up to speed and get started quickly and really that's that's what's driving this so if you are a customer that has itsm professional or itsm Enterprise then you're entitled to the devops products as part of your licensing so we'd encourage you to deploy into a non-prod environment so you can start having a look at it and reach out to your account team or myself if you need any help we'd be happy to happy to help you with that so um just a look let me jump back to my presentation oh I see I've got a question here question from ING Marie how do you track what changes are causing incidents don't you need to attach a change to an incident manually um so on uh so great question um so what you can do let me just find the right tab here I'll just open this one up as a as an example to show you you could actually automate that process so for example if my if my pipeline fails I could automatically create an incident and attach it to the change and it would come under um this section here instead it's caused by change is where I would see any incidents that are being caused by this change and that relationship is what you can use to report and track those things so it can be done manually yes and obviously you'd have your incident process governing that to make sure the data is accurate but you can also automate it through the workflow if you if you want to foreign let me jump back to my presentation okay so we covered this all uh in the demo but when we send out the slides you'll have this information uh with you so just to finish up I would like to run a second poll and again if you if you don't have access to the zoom poles um please put your response in the chat to this question let me launch the poll what is it sorry just change 71 button here we go okay please respond to that one and Scott I'll see your hand I'll come to you shortly so looking for your feedback in terms of what you've seen okay I'll I'm gonna end the poll in about 10 seconds so please respond okay ending the poll sharing the results so about half of you um want to get more detail so that's fine all good there's a lot more detail to this obviously and we have a lot of enablement material we've got training we've got other videos we've got obviously our documentation implementation guides there's a lot of other information that's available and the links to that will be sent out in the in the deck when that goes out uh three people said they want to make a start within the next three months that's fantastic so very glad to hear that if you need any help please let me know and one person said in the next year will make a start so excellent that's really good to hear okay we will wrap it up there thanks so much for joining uh hopefully you found that useful and we you should see an email with the links and the recording link uh in the next few days thank you very much everyone