so I am by myself today so hopefully all goes well um I'm gonna get started and um hopefully people join us as we go along so again thank you uh liqui for joining us today and um so today I'm going to be covering the digital portfolio management so it's not a deep dive it's an overview but hopefully it gives you enough information to encourage you to explore and get started with your adoption I don't think I'll be talking about the future in this session but because I do just remember I often do get into the future so before I you know this is what I call uh the slide to ensure that if I talk about the future don't make any future purchasing decisions on what's coming in the future um I will put Let me just put the link in the chat as well and say you can use the scan code um hang on a second let me just put it into smaller window can you be oops give me a second I'll show the links in the afterwards when I stopped sharing my screen because I only have one screen today and the technology is not very supportive but if you used to click the the barcodes uh here you'll be um directed to our itsm page or our live one servicenow page on our community and uh we have plenty of sessions coming up so next week for instance we're doing Workforce optimization the week after we're going to be doing a devops workshop so if you're interested in understanding what we are doing with devops in servicenow or what's the product that we have to help you support your devops developers in your organization that would be a good session for that where we expect to we will be running a lab that was run at knowledge so that's going to give you a hands-on experience on how to get started with setting up your Pipelines uh and then at the end of June we're doing a process optimization Workshop as well or presentation and then we'll start again our all of our sessions are already planned for July and August so they're going to be updating the live one servicenow page as well with all of the future sessions coming up so hopefully you can come and join us on one of those as well okay actually I try to look at the schedule so um because I'm working from Malaysia so my time zone will be GMP plus eight so it is normally like if us is a morning so my time will be evening actually I have reviewed through the events I have signed up some of you look for the APAC one the APAC comes into the apj the Singapore so we cover so we cover Australia India and Japan so if you just look for the sessions with APAC these runs into a time zone that's suitable for us in this part of the world all right and as they have we try to tie some of the sessions with AMS as well um and that's um you know and and it allows for people who cannot attend these sessions to repeat them across the world so uh but if you look for the APAC these are delivered in your in your time zone so that's about uh at this time of the year it's 11 30 our time right right good which is uh 9 A.M in India so that's the reason why it's a bit later uh over lunch for us because we need from India and at the same time that'd be too late for uh Australia New Zealand right multiple time zones to cope with we have seven and a half hours absolutely so that's a bit tricky yes I could understand what then all right thanks thank you very much for the details it's absolutely just between us so uh forget about uh we're going to be chatting and hopefully you learned something and the presentation will be uploaded as well in the community afterwards so I'm sure we've we've talked before so I've been with service now I'm going to be celebrating 10 years very soon um and before that I was a customer of service now so I've always been in the IIT service management industry I've been there since um early 2000. and um as part of the product management teams I'm I lead the outbound product management for our itsm and devops bu and it's really to help our customer or existing customer Drive adoption of the capabilities they're entitled to and so I do spend a lot of time on enabling our customers our partners and all of the people in the field so my focus this year what I'm trying to bring to the four are very new products especially those that are related to our AI capabilities but obviously the service operation workspace the devops the digital portfolio process optimization Workforce optimization are the pro you know the the products that we're trying to bring awareness um more awareness for for customers and very often they just make a headline into um uh the the release broadcast for customers need to find out you know what can I do with that product and these sessions are here for that then we're there to help so I'm just going to launch a poll I know it's just us but just to see where you are as well and um if you can just tell me what's your view on on the poll okay good you've started your your journey um and uh so you're looking into adopting so that's very good so this session is for you so make sure to make the best of it okay okay thank you so that quote may actually resonate with you or with some of your leaders in your organization sorry all right I've gone backward here don't know why so I don't have a good way to determine my service Health if my phone is not ringing my email is not burning up and there's aren't any ticket in my queue I make the Assumption rightly or wrongly that my customers are happy I think that's uh you know we've made up that quote based on a lot of feedback that we received from the customers that we interact around the world in our in our um design partner programs or in a product advisory Council that's something some of the feedback that we hear and and I think um that may resonate with you as well let me know what you think yep the same way the same way yeah so some of the reason why uh some of our leaders in RIT organization feel that's why it's it's very complex program my problems right so first of all our services and our apps there's no central place for them they're in different places in our organization we don't have a full catalog of the services and the apps that we distribute to our customers we don't know many customers don't have a comprehensive cmdb that they can use to manage their services and apps and really be proactive in that Service delivery the other courts that adds the complexity is that we all have the spread tools across our ID Estates to do to deliver our services and that's um having these different tools really adds to complexity because we don't have any real-time data so we're always working on you know backward data very difficult to make real improvements when you are different different sets of utilities and tools that you're doing some of the things that add to the complexity and especially we see that as customers are adopting the devops way of delivering software to their or solutions to their customers we find that the work has become even more siled with Shadow I.T being built within business units to be able to deliver faster and with that we even you know as an I.T manager it's becoming even more difficult to have visibility into the technical and operational dependencies that are there and some of the things that also creates complexities the different you know very complicated setups are times consuming to set up what I own in service now and and the lack of guidance that we have and how it should be done so these are um we've been through multiple product advisory council with you know customers like yourself like one and uh try to understand what other pain point I think it summarizes these four major points uh summarizes the complexity that our customers are facing do you have uh do you have a different opinion no I'm on the same page yes that's why we are trying still trying to work uh uh work smarter and then we do have consultant fund service now to help us that's why uh our Target also we try to optimize and make things more digitalization and then I think the first point is there's no central place to view and collect collectively manage my service and application that is exactly so that is where uh where we Embark into cmdb and even right now I will say that not really matured yet so cmdb is really helpful especially to monitor our services you know the apps help and Discovery for the network everything so that's where we have facing so much uh what you have pointed in the slide here before and even now we do have I think the third Point Silo work because uh we do have Outsource our works our support teams to the vendor so there are times that we still feel there are things that they are working Silo so but we try to utilize service now and then provide more training to them so get them aligned with our process procedure how to update and also through the optimization as much as possible automation automate some of the reports so that we can do much more monitoring I think those is pretty helpful and my boss just came back from conference knowledge conference and then oh very good yeah so I say well we got lots of things we can do this and that so we're very excited so therefore for me because I'm working for Malaysia I couldn't attend a conference so much more that I can do and the best I can do is I try to see I know the events series of events are being organized online so that's why I try to check out the time that can fit for my availability so I try to join very good so which organization are you with liquid and we okay yes very good thank you thank you um and yeah so so well that's very exciting and that's what happens a lot when when our managers go to knowledge they get back with full ideas and we need to help them deliver on some of the things that they've seen right you know what I what I like to say is very often our customers are looking at service now you know like you you know you look at Excel and the amount of work that you're doing Excel and all of the capabilities that excels can do for you and you use about 10 or maybe 15 if you're you know if you're quite clever with Excel but you know that's what customers do with service now they do you know they have this thing that has so much capability and so much power and they do it for instant management maybe a little bit of request fulfillment but it takes time for them to adopt and and really uh trains really digitally transform their ideal man education and their organization as well because um you need the change often starts in in technology and technology management and then you can really extend to other areas as well I agree with you all right so what is so let's go and look at what is a digital portfolio management and and what I like to call it it's I like to call it a data aggregator for your services so it really is that unified workspace that allows the service owner uh to holistically View and collectively manage their services the apps the products throughout their life cycle so basically from an idea uh to you know creating a pro making that idea to a demand that demand into a project that project and say a release that really listen to an app in production and how you support it with the incident the changes and all of that together and so that's what until you retire your service and you decommission the hardware or the software is associated with it so this is a full life cycle and as a service owners your your solution owner you can have a portfolio that are considered products apps and making sure that you manage them you may not be the owner at the Enterprise level but you may be a an owner at the service offering level and this is where you can use a digital portfolio to really manage those Services more effectively so what you need to remember from this line is that this is a unified workspace for getting all of the data that you have about the services that you own so one of the things we look at is how do we call the person of what is the target persona for that particular application and going through a number of product advisory Council working with a number of customers we landed on the word or the expression solution owners because uh basically they they are accountable for one or more services that's our application products and they are accountable for the delivery the continual Improvement associated with that uh any kind of future planning budgeting for that particular Services um and and again it's not just Services it's also what is called application and products so what they do as part of their responsibilities we translate business need into an actionable roadmap the manage operational performance they prove the value to the solution and they manage the need of customers and stakeholders and they bring Innovation to the organization so when I went through with that product to the product advisory Council talking to many of our customers some of the things um that uh in very very large organization there is often a segregation of Duty between the people who do the run the business so that's the normally all the the technical supports for applications or technology services and then you had to build the business which is basically your developers your program managers your project managers Etc what we find with customers is that that segregation of Duty which is you know quite well established in many of the large banks that we work is not necessarily so common in many of the other organizations and because some of them can also be outsourced it becomes very difficult to have that segregation of Duties between the run and build and so distribution owner is that person that bridge between the two worlds um and we find that that digital portfolio really helps them because what we have as an application in the application portfolio what we have in the as strategic portfolio management what we have in our cmdb um our service portfolio in the itsm space they were not really joined up and so the csdm framework is there to help in the nomenclature of all of the services and at the same time the Persona became known as a solution owner now I'm going to launch a poll I'd like to hear from you I mean you know I'm just going to take the poll just because I should have stopped sharing this um let me see if I can do that again and I know you can give me the answers probably faster as well um and so what I've done here is really pull what we often hear from our customers so terms like well we don't have a solution owners but we have those service managers or we call them Service delivery managers or we do have a service owners or portfolio owner you may have all of these different terms and it's okay if you say we have all of the above yes yeah we do have portfolio owners and application owners as well okay yeah that's good to hear um so I guess I should have made multiple choice I'll remember that for next time thank you okay so portfolio owner you said and application owners good um but your application owners do they actually manage the changes or the major incidents or even the incidents are they interested in that or okay so if application owner in my other organization is small to application let's say change or incident um I think the closest we can say should be Service delivery manager okay yeah yeah so that's uh that kind of resonates all these words uh we we come across these roles quite often in our customers so all right so what I've been talking about with digital portfolio is really the solution owners is really that bridge that brings um all of the data that comes from the different parts of service now and that's why the common service data model is so critical uh because it really helps uh get to the um um it really helps to get to the so I just lost my screen for a second here um to getting all of the data up so basically what we do with the with the digital portfolio we aggregate the data from you know our SPM from our Enterprise Architects that are managing these application in APM the application portfolio management that's part of our strategic portfolio management business units then we have everything that comes from service management so all of the incident the outages the changes the service the offerings and then we're also picking up some of the elements from our item uh basically all of the observability the discovery and House of rcis and services and so it gives us like a clear um from it gives us a holistic view of what's Happening uh into our services that we own so again next so some of the key capability I'll take you through in the demo uh includes the Enterprise portfolio the personal portfolio and then we'll go through the services the business application the application services and we'll go straight the life cycle on the roadmap and the service impact so let me just stop sharing that screen and then hopefully my demo Hub will be kind to me and we'll share again so can you can see my screen yep I can see look up Jaws uh so I'm on using Chrome I am on service now uh Utah instance I'm logged in as Jose Hamilton Jose Hamilton in our demo data is our solution owner what you see here is the landing page of the digital portfolio management and one of the things that we bring to the home page is what needs attention so all of what needs attention is here uh basically to all of the P1 incidents if you want the P2 we can bring them here as well that's a configuration so we're bringing the critical incident the outages um and you know you can actually select so if we have changes we don't have any changes happening we can go and look at the critical incidents uh if there are outages we're going to be showing them so are you using the outage record in when you do a major incident um yes we we're not really directly use the outage for major incident critical incident but only when we do it for event management so it will show us our teachers other than that if any critical incident we do it manually so we just like uh communicate outside from servicenow okay so it doesn't have outage records within that yeah so if you want to calculate so the outage so we do have the outage record right I can see it I could see that so there's a plan that uh in future because yeah should we utilize that so that we can get more uh proper report analysis and statistics service availability right at the outage record and then you can you can look at your you know if you have a plan outage for instance um you can create a plan outage record uh and you can also do that for your major incident even if your service is still available but degraded you can have an application record all right we can create that that helps create your um you know you to measure your availability all right something for you to keep in mind um and then if you are using uh GRC and you have audit and rest uh you will bring them in so I I don't have any data record data for those uh in the system and that's because of my demo data you can if you don't have uh our integrated risk solution when you roll out DPM you would hide these two options you would set them to false in the admin and you know they would disappear so you would just show the items that are relevant at the same time you can bring things like contracts if the solution owner is also need to have visibility on contracts that they own or that they manage so for instance if they have a service contracts with a provider or a service contract yeah so with the vendor um they you can actually bring these items to be visible in the portfolio and those that need attention you can create those as well so it's not limited to only what's here um and so we have a personal portfolio in an Enterprise portfolio so let's go and look at our uh Enterprise uh portfolio so here when we are here and just go one step back so what we can do here so this is demo data and again don't look at the quality of the data but when it is available and what you can okay sure yeah so uh here what we have is that wall card service portfolio and that includes these different uh Services associated with it what it gives you here is your availability and so in order to measure your availability this is where the outage record uh will come in and then that snapshot here gives you a short description of your portfolio who is the service portfolio owner the part of the portfolio manager how many subscribers that you have so do you know exactly if there's a total outage to one of the services within uh how many of the people that would potentially be impacted by that outage of failure uh in the csats record associated with it so all of these Matrix um they're already predefined they are calculations uh already happening so I can share some of the information uh in let me just say in the chat let me see what I can find in terms of um so that's the need attention panel I'm just going to add that to the chats chat and so you see all the kpis that we use and another thing I'd like to share with you so that's the neat attention panel I should say sorry pasted the wrong one so this is um yep okay I can get the link thank you so with these links you're able to get to your product documentation information and see how you would set up your needs attention page and what are the kpis here and the kpi group is actually going to be giving you insight as to all of these metrics are calculated right so that's the Enterprise portfolio now why do we have so when you came back here to the home page we had something called the personal portfolio and you may ask what is a personal portfolio uh and one of the things you know you may be an I.T manager or maybe a solution a service delivery manager so you don't own the um you know the Enterprise you're not listed as an owner of the service or the application in the cmdb therefore you don't see it however you need to manage some of the services I'm thinking like the typical Regional I.T person um so they don't own the VPN they don't own you know the zoom they don't own any of these the conferencing service however the the target if it's not available for their uh you know for their sites and so you would create serious offerings for that and these you know your it manager can create a personal portfolio of the service offerings that he needs to have for his particularly you know realm of responsibility so that's where you would create personal portfolio a personal portfolio can come with any kind of application that is relevant to you and again you don't own you still need uh it's all controlled by ACL so you still need to have access to the underlying data to be able to bring it to the portfolio so here we have one that's already pretty much set up it's called e-commerce services and app portfolio that's a big one that Jose is managing so we can go into one of the business services that we have which is the Porsche online which is one of the services that manages all of the online orders so hopefully the data will load it's a bit slow I have a very mini instance and it's a demo instance so as a service as a solution owner I can see my actual portfolio say it's owned by me so I own this one if I go and just see there's nothing in the roadmaps it's probably not didn't give me anything well it loads I'll stay here you've got your backlog so I have 38 items into the backlog uh so it didn't find it because I did not have a roadmap for it uh with that and and that's I'm on the plan phase so I can see everything that is on the back backlog for that particular service um so I know we've got 12 ideas we've got two approved demand we have one project start saying we have the new Improvement initiative that's all in the plan plan stage so you can go and see all of the demands that have been approved and those that are being screening at the moment so from an idea how do you take your idea into demand this is a filtering process that happens in a strategic portfolio of course if you don't have uh if you don't use a strategic portfolio you you would hide that information you would hide that that plan because it's not relevant for your organization if the data is not in service now it's not really going to help you again so what we have here in the build is the project is happening uh we are building we're using the agile 2.0 application we're using uh stories um and um and the release train and so you can look at you know how many projects are happening how many missed Milestones uh and you know the critical issues with your with your different projects uh if you have changes associated with these projects you will see them here uh if you have Improvement initiative Etc and then you have uh what you need into the runs so these are your performance snapshot uh again if you go to the kpi it will show you how these data points are captured and calculated and then you're able to see how your particular underpinning services are also performing so so now Jose wants to go back and he's just been told that he will be responsible for managing the knowledge base as well so his team he needs to create a team to be able to do that so he's going to be now leading the uh no pledge basis so um so he's going to own that he can write the description he's going to add a few one person to edit so I like to have bread uh Fred Letty our founder this one is selling the demo data uh and then we can include a few people also include Mary and uh in my team so assuming they're in my team we get a few viewers of that portfolio again keep in mind that um you know this is only possible if um if we do have these access to the business application I believe it's right here in services so he will take on uh this one he will take on this one this one and this one actually not this one because it doesn't own that one yet whereas the others he does so that's already been assigned as part of the service so we're going to be adding these items so now we can go and review the portfolio I'm getting this error here it's been annoying and with that uh he has you can see here the portfolio detail we don't have a description we know the owner we've given Fred Luddy the editor so again he can choose if I were to log in as Fred Luddy and say I don't want the HR database you could actually remove it it doesn't change anything to the service it's just he's just one of those who along with Jose can choose what to include in that service right in that portfolio so now I've created the portfolio so it tells me the services that are included it doesn't give me anything that needs attention at the moment but when I look at my data so now I have a personal portfolio and anything that comes on any if I were to create an incident on the HR database then like a P1 incident then it would come into the things that need attention so one of the things we can also look at once a data load is basically here view the relationship so when we're able to pull here is the dependency between these the services and the underpinning service and again if I were to go back to the earlier example that we had on the [Music] um which one was it that we went through the Porsche online as you can see this is an unscripted demo I'm giving you at the moment so okay I have a question so just now you added the knowledge base and can select HR or it so let's see let's say we wanted to see for incident and problem so we would need to add those right then then only we can see the account like if you just now you explain we added HR knowledge and then if we create incident through the knowledge module then we can see we can we can see the linkages so is it similar if we wanted to see more for problem incident yeah absolutely okay so you you need to um so at the moment I don't know if there's any and again it's demo data okay if there were already a P1 incident so for instance if I go to this application um and into the Run uh there should be so here um so we see that we do have uh you know some issues associated with that particular application and then all of these here um so and then you can filter your need attention so you can look at your critical outage that are associated with that particular service um and then you can go and look at the outages Associated uh with your order status provided that you're using them um and um yeah so otherwise it lists everything here is there any way we can narrow down the condition like maybe incident we just wanted to see by particularly certain affected CI for change so these are the conditions so when you configure so like here it's uh it would be related so one of the things is that it can it needs to be related to the order status for this uh one of the dependency of the Porsche online so all of these dependencies you can design I see yeah and this one is only on P1 in students if you want to see your P2 incidents this is a configuration that you would okay okay so um so that's basically what the digital portfolio management is all about so a few things I wanted to um I wanted to show you so this is part of the new sidebar that we added so you can create so when you add sidebar you can now have collaboration with um uh other people in your organization uh you know like for from a support perspective one of the things we've also added is the help and if you go to the help here helpful resources uh here it will get you to managing roles what we have in our customer success Center our community product documentation not video library some of the things so it takes you right here into the role FAQ so it will give you all of the details that you need in terms of best practices for a role and then if you click on videos it will take us to our YouTube channel with all of the video that we have for servicenow support so again capabilities within making it a lot easier for you to get to know the product better and then you have notifications so if you're getting notification for a particular service they'll all coming here again minimizing minimizing receiving a lot of notification onto your email inbox so this is some of the capabilities of working within the service operation workspace or the new interface that we've created making it a lot easier to uh to have access to all of the information that you need at your fingertips so with that I'm just going to go back to the Powerpoints and um let me just share the PowerPoint again so share and PowerPoint I'm going to put that in presenter mode so let me just show you here some of the things we've seen so let me just unhide them struggle and give you an overview of what you've seen um and I'm just unhide sorry to do that to you no problem take your time and so they would give you some of the things um making it clearer what we've been through in this session today so we started with the um uh portfolio the so we started with the landing page of they need attention and what um you know the home page of the digital portfolio management uh in what are uh the different items or elements that are presented into the page so basically there needs attention widget with the personal portfolio in the Enterprise portfolio and it really helps the solution owner to be able to have act you know access to the information that matters in terms of what's the health of the service so if you remember the first quote that I started the session with you know as a service owner or as a CIO or as a CTO I only know or I assume that my customers are happy because my phone is not ringing I'm not getting escalation um and and the like so um this is where they will be able to see what's hot in their services and what's being impacted and being able to improve it you know fast or react faster so the Enterprise portfolio again at the Enterprise level we're looking at your I.T services that are mapped in your cmdb at the at the Enterprise node and that is will have all the service owners or the that are named in the cmdb will be able to see the services that are owned for the enterprise we uh and that is an example uh of uh you can also create a personal portfolio that's the other part we went in creating a personal portfolio and again this is uh really uh for a service delivery manager may have different port you know different application or different uh technology services that his team support uh he does not own them but needs to support them need to assign resources need to know what's happening in his um part of the or in his work and so creating personal portfolio will help these people make sure that they have the right information very good may I know is there any numbers of limit that we can create for portfolio maybe for 15 only no no no you can create so there's no limit you can create this machine so again the more you create the more you know you have the maintainability of your day that's another challenge so you still try to harmonize but especially you know every service that every manager in your organization should be able to create his or her personal portfolio I select the data that they need okay is is that something that actually because for easy maintenance can we control through the grouping is like maybe we can group certain people uh in one team then when they log in so the the portfolio will be displayed for the same for the same those people that under the same group absolutely so this is where you know when we created that knowledge based portfolio I added an answer and I added okay the viewers so that's where you would put your viewers is it allowed like one person has multiple portfolio yes okay any example how that person can switch between like if I been granted two portfolio how can I easily switch to one from one to the other so um so if you go back here uh let me just go back to the personal portfolio so I can come here and see all of my so Jose can come in here and say all of the business application or business services associated with uh in attached to this portfolio each one of them excuse me in Italy I think I'm viewing your presentations that's a sharing thing because I'm sharing yeah let me just go back uh hang on a second and then just come back here uh no hang on share where's my chrome chrome is here share okay I could see that so so if I go back so here I am at home I go back to the personal portfolio Okay okay got it so you saw that one was already created and that's the one we just created in this session so if you're here you see all the uh services that are associated with e-commerce as you can see there's business application there's business services so he's got a few few of them some of them uh so if you look at at the Porsche online and you look at the at the relationship uh you see all of the others are basically attached to the Porsche online application okay and then because we've just created the um the knowledge base he can come here and say uh you know what do I have here in terms of plan in terms of what's happening in terms of build and uh if he'll get that visibility and then again uh we can look at the relationships the knowledge basis consists of two one is HR when it's uh and then you can you can drill down and you know open these records as well right so you can imagine as a service delivery manager you would group in a portfolio application and services that are similar and but they can you know each Service delivery manager can have multiple um multiple portfolio and then if the service delivery manager and he's you know right hand you know there's deputy and the other pre you know people who need to have that visibility so keep in mind um uh not to confuse because you wouldn't give that to every technical support people right um You would the technical support people you know when they log in and you know I'm like I can impersonate Lakshmi here um uh I would uh you know I'm a first I'm a first level support uh I I you know I will go to my service operation workspace and um so ask me is a service desk person and uh when she comes into service now she does not go into the digital portfolio she works on tickets she wants to see the information that's relevant to her she works on the solution on the uh what we call the service owner workspace uh this service operation workspace sorry and that's where she is service operation what she sees is the information that's relevant to her uh you know whatever is assigned to assigns uh to her the slas unassigned tasks so she comes and say all of the things that she's working at the moment uh if uh because this one we have uh W uh Workforce optimization enable if there's any learning assigned to her or any uh coaching or military training she can comes and and do them uh she's got the list of all of the uh issues um that are uh part of a group of the group and then she can create her own list as well uh and so because she's just logged in and we have advanced work assignments she will start getting incidents coming in so she can look at uh which one she will monitor her first uh she's like this one I will reject it will go somewhere else and uh and I will accept this one and then she can reject that one as well so she works on on and you know because other people can take advantage of the other tickets whilst just working on this one um and then she can actually do the investigation on this particular incident uh and uh look at what's happened to it and and work on it so that's a typical service desk uh person but in the case and they have all of the information that they need again at their fingertips to um to look at with the agent assists I'm not sure if I have the um uh I'm not sure if I have so here we have all of the catalog items that might actually solve the Isha uh she can go and look at similar open incidents um Etc or she can go into knowledge articles that might actually help her to actually solve that record so this is basically a service desk person environment would be the service operation workspace whereas where we were previously with Jose uh this he is not a service it's not a technical Hands-On person solving tickets he is there managing services in the health of his services so he would be working here having all of the information that he needs to have if he managers team uh you know he can also if he would manage teams that are involved in changes and all that he has a team manager view that he can also sing so in terms of in terms of roles you would keep that you know to uh that you would uh assign the digital portfolio management basically the roles that you highlighted like the portfolio owners uh the application owners the service delivery managers and perhaps you know one or two people in their team that need to have access to the more holistic View yeah that is interesting yes ever since we enabled the service operation workspace so there are people from my company as well they asked hey like when I don't want to see that much any specific kind of like portfolio that I can configure yeah so that I think this DPM is really that would be for them yeah yeah really for them yeah so that's uh that's your that would be your typical you know team lead and um you know the the service deliver managers definitely and the application owners as well uh they will I think get value out of this so some of the things uh to get started if you don't have a cmdb it's a waste of time so because everything you know it it you really need to see MDB you really need you don't need to have a perfect cmdb by the way so let's not get uh uh overwhelmed but you need to have some kind of services or business services or technology Services already you you know mapped into your cmdb to be able to then Create Your Service offerings and and be able to have your portfolio so um so I would say and I if you're not yet started on your uh cmdb house um journey and so perhaps do some work because this is more of a more mature view of uh um uh of your estate so um you need to have the right foundation so if you have that you you'll look at um I'd say okay so for that part we have these Services mapped in our cmdb uh we know the service owners we know the delivery managers and then you can use uh those as your um initial pilot project for rolling out DPM so one of the things you will say well I need to assign roles so who has access to the PM so we've got two roles in the system one is a VPN manager and the other one is a DPM admin so to configure uh some of the pages that that we've shown that they've shown you uh at the DPM admin can can do that so you don't really need this the um service now developers to do that for you I would say let them do that for the first roll out but then if you um if you want uh to make changes um you can you know you potentially could have the DPM admin role and you do that for servicing all of your um you know service owners and solution owners into your organization so again just make sure the DPM admin only has uh responsibility for the the application the DPM application none of the underlying data so that's something to keep in mind as well um so when your DPM admin you can go and look at what are the page on the pages that already exists for the PM what are the things that you will show and hide and it's just you know setting those to true or false so for instance when I showed you the needs attention I said Audits and risks if you don't have our integrated risk management you won't be able to see them so you can hide these tabs or these drop downs from from the user so that again it minimizes the because if you give that if you give it to them they'll say well why I have no risks and you know it's the dependency on other data points that you may not have into into your organization then you're going to look at the kpi groups so I would say start with what is there and match it to your data and for instance one of the things if you don't use outage or the outage records in service now you won't be able to calculate availability so some of the things that it may allude to is to create you know an improvement initiative to roll out the um you know the continual improvements uh and then you verify your your indicator data and confirm that you have the actual breakdown so that requires performance analytics I'm not sure how familiar you are with performance analytics I'll be doing a session in July on that so make sure to keep your eyes open for that one yeah yeah I will keep my eyes and uh because you you will need to to know a little bit of performance analytics to be able to adjust those kpis right actually we used normally if any indicators that need require so we will get developer to develop that yeah but you can do it yourself you don't need to rely on developers right right I wish what gets you started on that one so okay looking forward for that so this uh this deck will be available uh on the community after this session so you have all of the links um and and as I showed you basically from the platform you can access can get access to that so there's a a couple of ones that I really highly recommend the YouTube videos and especially the one on csdm because understanding that the csdm it's a common service data model and and you know we came up with that framework to help organization manage their data uh what we found is previously the way a service was defined in the Strategic portfolio management versus what it was defined in service management and you know no relations whatsoever and that created a lot of tension so basically when we developed the csdm I think it was in 20 2017 or 2018 we went through that journey of really you know we wanted that common service data model across the platform uh and and we call it the blue that makes all of our products stick together and it's super important to you know get started on that to have a a good cmdb house as well as you know we can then benefit it even more uh when we get to our service management when that data is there um I'm just going to ask a poll I'm going to start it just because I want to make sure it works so there hang on a second up and um back I would just like to have your answer where you are going with that and hopefully yeah yeah especially right so that's what I was expecting and um it's okay that's where most of the customers are uh but I think again I want to highlight to you don't wait until uh you have a perfect cmdb this is like um trying to seek Nirvana so if you already have services that are maps I think that you can already get started with your digital portfolio adoption right right because to wait until it have a perfect cmdb I think we don't know when it's going to be but at least and start you know look at the things that are there start getting value to those uh to those students delivery managers that you know where the services I'm at you do continual Improvement they've become your champion and then um you know you you could you can continue to improve your cmdb as you start rolling that out for some of these application owners and service managers of course we have expert services and training if you need help and I hope you found this session useful indeed it is very useful and clear for me