hi I'm Alice hi I'm Justin and you're listening to the utterly awesome podcast who knows what we'll talk about before they finally came on and then I had to demo security incident response and vulnerability Management in less than 30 minutes is my background like flashing dude um no no okay okay all right hi Allison Welcome to our podcast I know and uh not to not to date the podcast but happy Friday yeah how's your week been my week has been how's the interview week well I am going to take my family first Friday today I'm not normally well we should explain what's Family First Friday so we can clock out at noon on Fridays as long as our work is done and you know customers are good and usually I'm still working I mean I'm like on the couch but I'm still working you know yeah get your feet up but not today right not today signing off today yeah you've had a crazy week I know that and uh we can't talk about it but um it's been a eventful week um on the job today have you have you got to do I know what's been going on but have you got to do anything technical or related to servicenow that people might find interesting or has it all been non-technical so I ran two workshops this week um what apps or in cmdb so it's for for our offering and so I'm doing the first round and we're recording them so then teens like our team can go watch as part of enablement so I'm running the initial workshops for one of our customers and then we're recording putting in our knowledge base and then our other people will run them instead of me so it's almost like you're teaching you're doing something for a customer but you're teaching the rest of our team how to run a workshop exactly for this particular offering right yeah is there any tenants to like the best run workshops that you're trying to convey that's not proprietary that you can yeah so when I do them I try to be kind of funny um just because I feel like that helps break the ice a little bit so I don't know I just try and engage them and ask questions that aren't just yes or no and say things like I'm trying to think of an example um what cmdb do you have today not do you have a cmdb but what do you have today and whether the answer is a spreadsheet or something I was trying to find out the notebook but no like don't ask yes or no ask where they actually have to like respond and can't just do or write yeah you're encouraging them I'm always on camera even if everyone else is off camera because I'm presenting and that's just how I was taught was that you're presenting you're on camera um let's see what else I assume they know nothing also I assume they know nothing I'm about to talk about so I break it down pretty small yeah you don't jargon them or use acronyms and yeah yeah I've just been doing itsm workshops for so long that I don't know it's just kind of old hat for me so these are a little different because of how the offering is structured we're telling them this is best practice and it's this is what it is this is how you're gonna do it this is a little different than my normal workshops but I still ask the same like what cmdb do you use how many CIS do you think you have used to make them at least think and talk and then I'm always like all right silences agreement I'll do whatever I want and they're like oh wait wait wait wait yeah that seems to work pretty well and these are remote right mostly all of them are remote workshops they're all remote and then RFP stuff I'm not editing you out David we've got Bob from Chip Creek if you want freak Bob was always running into the scenes is he taking them for a walk no but we're leash training okay Rory because Riley's good and so right now we're just walking her around the backyard and she's just trying to eat her leash as a rope and so she's just trying to eat the Rope as she walks like get off of me yeah like what is this what if she'll walk she just wants the rope in her mouth how she's walking because she wants to chew like horses yeah yeah there's not like horses but she likes to mimic Riley so Riley loves going on walks and things but we're trying to get her trained because like when it cools down we like walking in the neighborhood and I mean you don't like walking around when it's nine to five degrees out and it's actually really hot today it's just it's cold in our house because I woke up and put on a sweatshirt and David things I was like I'm a little chilly I was gonna ask you about the sweatshirt is that a is that a future sponsor oh I wish I love crooked hammock s yeah Turtle Beach yeah yeah but it's like they have good food good beer good atmosphere they have like a little um so they're at an area called Barefoot Landing and there's like the main restaurant there's the brewery which is like across the walkway but then they have a tiki bar out in the middle of Barefoot Landing there's like a Lake it's man-made like it's a water vessel I don't know and they put like a little tiki bar with like swings on it to like sit at the bar with a swing like I lost you there yeah but it's a cool place they have good beer good food I think I've told you David's obsession with merch before uh have you I don't know he is a sucker for March everywhere we go March I'm not sorry like don't bring them into Asheville then because like our merch is expensive yeah well merch at breweries is expensive too like this one here it was it was so soft though I couldn't not get it but he loves merch it's like his him and he's like a marketer's dream you know how to get free merch at a brewery drink a lot spill something on your shirt and just be like oh man if only there was a shirt nearby that I could wear I doubt they would give it to me for free but that's all I've really done other than it's an RFP going on site which was fun so that was the Montreal trip it was Montreal like well I was only there for about 14 hours because I got it it was one of those trips yeah like I got in around midnight like to the hotel at around midnight and then I met Matt for lunch or for breakfast and we went over like the pitch then we went and had to be on site at like 10 30. so you were on it remotely you were on it remotely um Allison can you say that one more time if you froze for me it probably won't freeze for the podcast but I have no idea what you just said and then we had to be at the customer side at like 10 30. you were on it remotely yes and so yes I had a front view of Allison like basically I could see you and Matt but they asked really good questions like after we all got off the phone like they asked us more questions do you all go to lunch with them or oh we can't when you're in the RFP Cycles they can't get gifts yeah that makes sense so you like sit at different tables and pretend you can't see each other yeah Matt just went to lunch and hung out and then he dropped me off at the airport so you didn't get to see Montreal or anything no I told I was like I need to here though they apparently have like true Dom like replica there oh cool so I had asked Sammy and Terry to send me some places and they did but I ended up needing to leave Thursday night like I could have left Friday but I needed to get back with the limited time you were there did you hear any french do they speak yes I mean their signs are in French oh really yeah cool I didn't know that yeah I didn't either because I was like what is that saying but it was like a stop sign so I obviously knew it was a stuff yeah and it was red and you know and then I also like because in the U.S we use like miles per hour there's like I look over again and my Uber driver was going like 100 kilometers per hour what was 100 kilometers per hour a Uber driver that I had that took me to my home and like I because I wasn't really paying attention I was like what and I was like oh it's working I'm not gonna die oh my gosh yeah what I've done a couple Whirlwind trips like that and I hate them because you're tired you don't feel like seeing anything and then you got to put your work face on you know yeah I don't mind them if I've been to the place before but if it's like a new place I'm like oh no I miss like seeing yeah um something else came out of Canada last week that service now related I don't know Vancouver oh yeah I know I know your brain is pretty much mushed at this point well because we had senior Leadership Summit Montreal in this Riverdale week laughs Riverdale week I love it so you've had probably no chance to look at anything related to Vancouver yeah and you probably don't care at this point yeah now that I don't care I care but I have not had the time to even remotely dig into it to do anything well there's some good stuff there's some good stuff are you gonna do a webinar we probably will yeah yeah I'm I'm uh not even halfway through all the release note Pages yet and I'm up to like 290 something features that I've pulled out into my database so it takes it takes me about a good week or two to go through all the documentation on the doc site and put it in my database and that's pretty much how I consume and learn and then from there I'll mark things as like oh this could be a could be a video concluding the webinar whatever you service down to do all that so my PDI is upgraded um which oh so the demo that I started talking to you about the beginning um more demo instant stories from Justin the I went to our secops we have a special showcase for secops and um it was dead as a door nail like it you can log into it but it's just like everything's taking forever so something some job has gone crazy or there's a performance issue so I'm like oh crap I've got a demo in 15 minutes it's at 9am um so I pull up my PDI that's upgraded to Vancouver and I just happen to have sec Ops installed and like my PDI is working faster than this so I use my PDI for the demo which is usually risky I usually don't like to do that but yeah well yesterday I did the cndb workshop and it's a company who is not super familiar with cmdb like they know what a cmdb is but they weren't really like using it to its full potential if you will so I actually had to hop into one of our demo instances to show them um you know you can click the little map thingy on an incident and it'll show you the full view of dependency view yeah yeah and they were like oh my God I was like I know right I can see why this is so important as well um that got updated in Vancouver um so cmdb workspace I don't know if you were in the workspace no um the workspaces are the UI Builder next experience stuff one of the new components that was released back in May was the node map I don't know if it's released or is upgraded node map and then like for a week it was we had these new maps inside the workspace and then they deprecated it really quick like like a bug or something yeah and I've been waiting I've been like clicking Refresh on the store like release this so I can make a video and they waited till Vancouver and then now I'm too busy with going through everything I can't make a video but yeah we're the offering that we're doing is very phase one csdm Foundation data so we don't get into the maturity of all of that in these purchase so they're the baby step I've seen what that what the heck is csdm Allison common Services data model that's free there's no licensing because that's the question I always get is what is that gonna cost I usually tell people like just you know put it next to your toilet uh it's good reading for when you have nothing else to do it seems so Overkill like some of it some of it I get and some of it I'm like this is overkill yeah what do I know I feel like if it was a back in the day like 20 years ago God I'm dating myself now you know people were building their own data centers and there were so many moving Parts the network of the infrastructure storage and everything and for many companies not all of them yet they've moved everything in the cloud so it's like translating the csdm and kind of how you think about things into like this Cloud first model is that's hard for me to wrap my head around yeah I just got a notification that my 20-year High School reunion is in May are you gonna go I don't know I didn't go to the last one but I might we'll see we'll see what's happening in May God May seems like we just got done with me wow May 2024 yeah wait so in May 2024 we'll be on Washington DC service now hopefully to stay on schedule I thought it was just Washington that they actually had DC on it ooh that's a good question I just I have them somewhere uh Xanadu yeah that'll be a fun one yeah um Z boot to start over because that would have been funny well you know like you kind of Wonder like what are they going to do that yeah oh you know they announced the z letter I thought you meant afterwards I don't know what they're doing after Wards yeah like what do you do after Z dude you could do more sips I guess you froze again so this is what I had I think I captured this in July 2021 so Vancouver Washington DC then Xanadu then Yokohama Yokohama I don't have Z it's all right I believe Zurich I'll put a question mark I'm pretty I need a new slide this is uh this is old I think we have one now if you go look I will make a I'll make a to-do item I may have it in my CMA portal there I'm just really are more CMA engagement for the alumni which is exciting engagement meaning like meetings and meetups they're gonna have more like so when we were in the CMA program we got sessions all the time which was very cool because you got to talk to like the product owners and all of this and I guess the alumni have been like you know we would like to have some stuff and so they're gonna start doing meetups and you know virtual coffee or whatever but also like add some more sessions for us which is cool that's cool yeah I um I've I've consume everything they put out there most of it um that I can um so I can imagine the first CMA I don't know I guess maybe they'd give you more insight into maybe where things are going or what would be the advantage versus what's public um I think some like so when I was in the program we had a couple people that would come and like ask for our perspective on stuff I don't know that that's what that would be per se but it would be cool if it was so I'm trying to remember what they posted exactly hold on you froze again oh dang it so I just put a smile and I looked at the camera are you on Wi-Fi something's different today yeah so when I moved offices directly into and our Wi-Fi's just been crapped for like the past month we're waiting on our fiber still are you on the list or are you just waiting for it we're waiting for it to be available it's game changing it's like all that frustration and annoyance goes away do you remember when we couldn't stream Netflix at 7 pm in the evening uh so here's one on PowerPoint best practices but it says PowerPoint ninja moves um here's one about Microsoft servicenow partner great success model I'm sure I can read these on the early matters but okay I have a PowerPoint question for you yeah full screen presenter mode or no that is one of my biggest pet peeves when people do not go into prisoner mode and sales people are the worst about I'm guilty oh yes I'm guilty as a as a as a presenter and I'm you know I'm very particular about my presentation I keep it out of full or I keep it out of presenting mode because it takes over my screens that's why I think how the slideshow goes and I do individual by user and then it just takes up one screen oh you have to show me that setting because I just I got fed up with it I was just like so I hide the menu at the top and I get the side panel so it looks full screen but you can still tell them yeah now you can change how it's viewed and I'm glad to know that I've contributed to your pet peeve it is now some people because they don't hide the notes oh yeah I see that I'm like reading the notes and you're just like yeah I like the the tedx style uh or Ted style of PowerPoint where what's on the screen is supplementary to what you're saying so like it's a picture or a statistic or something but it's one thing you're not like my pet peeve is uh you froze again I'll keep talking because he'll come back my pet peeve is like a slide that you're just having to read 20 lines or something and someone most the time when they do that they're actually reading it to you as you're reading it and you're like this is such a waste of time the only caveat to that is a lot of what like our Workshop decks and things we try to do less is more but they're also leave behind yeah and so it's hard to of what do I need them to know in a leave behind plus what I'm going to speak yeah I actually use those decks um not really I bet well I don't know if they're yours or I use the ones from now create um so I'll go in and grab like a workshop for let's say PPM and sometimes they'll have a good visual of an example will be resource management and how that process works it'll have all the arrows pointing everywhere and so I'll steal that for a demo just one slide you know for talking through a topic it's pretty cool I don't know if everybody knows about it but if you're a service now good but the starter stories are oh yeah a little like they have stuff that I was like I've seen some I've seen some starter stories that were like as a user I need to be able to see a picture of my task assigned to me I'm like okay like a picture like okay yeah yeah well and they have some stories that it's how it works out of box so I guess it's like yeah I guess you can verify that your platform works the way it's intended too but like for us I don't really want to overload my customer with foreign or change stories with the out of the box plus what we're doing because they don't have the out of the box anymore yeah true so it's good as a starting point the workshop decks are all pretty good so those are good I don't know are the scoping guides good I've never used those they're a good starting point yeah I think um we use a product called Miro not an advertisement but it's really helpful and I saw the thingy yesterday with the David yeah yeah so they've added AI to it I haven't played with it David has but it but it lets us put the topics in and because we're presenting the mural while we're scoping it allows the person who we're asking questions to be thinking about things together if that makes sense it's like I'm asking you about Joe one what's that can you show one I think so I don't know is hard to understand no I know what you're saying because I've seen it yeah I'm trying to think of one that doesn't have customer data on it let me just go to template here and um I was doing one for uh core instance will be a good one right you were just you did a core incense Workshop um so I'll share that share screen window entire screen that screen there we go all right so this would be an instance of core configuration so we might want to know stuff about their email system what single sign-on they're using um what directory system or they have a legacy system so they're basically topics uh that would be in a scoping guide that would be in a question form so this assumes you've done scoping before and oh crap I just opted blur the top out that's customer names out there um this so it has topics that normally in scoping guides are they're complete questions or they're paragraphs of questions and so you'd have to be knowledgeable of kind of what the purpose of asking about this is in order to ask the right questions but what I was getting at is notice how you can see everything so it's like I'm not with a secret spreadsheet writing their answers I'm putting it on the screen their answers and they're seeing me type what they're saying and so we get instant feedback of oh no I didn't mean it that way or oh I see but you're going to advisory down below but let's let's change this so it creates a conversation rather than a note-taking exercise I helped you not forget anything too yes yeah yeah yeah and actually I don't know if you can ask the other SCS but most of the time we never even get to ask everything because a lot of times people will focus in on one thing I did a um strategic portfolio management scoping the other day with one of those customers on the top of the screen and I mean it was like 15 minutes on every topic like so I'm explaining what that thing is that we're talking about and then Gathering requirements so um it's a it's a tool but the AI thing I I can't show it I haven't done it it basically expands on you know offers you different stuff I I don't even know what David did to make it happen so I need to get in there and play with it there was a little like they look like three little diamonds at the top that's all I know I'm collecting everyone because Allison's Frozen again it won't be like this in the recording yeah or hear me now yeah you were you were stuck like this they have three little diamonds at the top and that's where the AI thing is but it did confuse change management with organizational change management I've I've poked fun at one of them because it said what is the purpose of change management I'm like well we're not going to ask a customer on the purpose of it is but right it's fun well uh we're almost at time I have another meeting I gotta jump to any closing last thoughts before you um go off on your uh what should we say Bender all right pepper plant has two flowers excited for now a pepper to come in so I looked yesterday I still have flowers I have tons of pepper plants but and and you know they literally are like ornaments they'll grow out and they'll just kind of hang there so okay I was like I don't know how to like build a structure in David's like Allison we need to just get you a real like Garden because it's so sad in that little box has Dexter given up on it or is he out there here he is he Waters it every day but then he also wants to like pull them out I feel like it's not ready yet it's not ready pull the entire plant out or just pull the fruits well he thinks certain things are the fruit and wants to pull them off like when the Cucumber came in he like the entire time I was like let's just take it off now I'm like we can't do that like we can't do that's to grow so for ways here he loves it and Still Waters and does all that got it cool well congratulations on your pepper flowers and um hopefully we'll get a good update on the next podcast of how you're restful and restorative weekend but and she's Frozen again thanks Allison have a great weekend [Music] [Music]