all right with three minutes in I think this is probably a good time to get started so good morning good afternoon good evening everyone thank you for joining from wherever you're joining um and welcome to this session on getting to know service operations workspace for idsm um I'll just go ahead and introduce myself first I'm Sonia Gandhi I'm a product manager with itsm focusing on service operations workspace um I will also give Shiva a chance to introduce herself but before we get any further just wanted to share this Safe Harbor notice um you will hear some forward-looking statements please take them as a plan they're not a promise and should not be used for making purchasing decisions all right um we do have a series of webinars planned so please do look up the webinars that will be scheduled and please feel free to join any further sessions just all right just some quick housekeeping um we will have time for Q a at the end so please do use that time for any questions that you may have um please feel free to enter any questions along the way in the chat window we will be recording this session and it will be shared on the service now community you will also receive a short survey for feedback after the event and thank you we appreciate your feedback so please do send that out all right um Shiva would you like to go ahead and introduce yourself yeah thank you so much Sonia hi everyone Shiva srinivasan here I'm also part of the IT service management product management team and I work with Sonia on service operations workspace good to be here thank you Sonia all right all right um before we get started we do want to get to know our audience a little bit so you will be seeing some poll questions coming up if you could just take a few seconds to answer those polls all right the first question have you implemented service operations workspace yes or no all right that's great thank you for responding okay uh moving on to the next poll question if you haven't already How likely is your organization to adopt service operations workspace in the next 12 months and you can pick the option that seems most accurate to you okay that's good to know many of you are very likely to adopt it so this is the perfect place to be to learn more about service operations workspace all right the next poll question here what if anything is preventing you from adopting service operations workspace the fact that it is new and untested in the market um there's a resource constraint and implementing and maintaining it insufficient training difficulties in the implementation tools like UI Builder any missing functionality and features awareness or anything else please feel free to let us know all right this is really this is really good to know get this data in thank you for responding everyone okay okay um so with that done and thank you so much for responding uh it really helps set the context um for this agenda that we have today so getting into the agenda we will talk a little bit about an overview on service operations and what we mean by service operations and then we move on to the workspace itself so what is service operations workspace what are some of the key features uh we'll talk through some of those and then there will be a live demo as well so you'll actually get to see some of these features in action and then like I said earlier we will have some time for Q a at the end all right so to start off with um I just want to take a step back and try and articulate what we mean by service operations so typically uh these two paradigms in it management which is the operations management and service management have existed in silos and now we're bringing them together consolidating them so that the data and the decisions that are made in the operations management Paradigm can be brought into service management and augment uh the solutions that actually service the end users so for example it could be a self-service virtual agent it could be a responder working on an incident it could be a fulfiller trying to complete a catalog request and so on all of those solutions could benefit by bringing in data whether it is Data from monitoring tools or predictions from predictive AI Ops and so on and so forth bringing all of that into the service management space can help resolve remediate incidents faster and prevent future outages similarly human actions or any events that take place in the service management space can be fed back into the operations management where infrastructure and applications have typically lived all of the data related to infra and apps have typically lived in the operations management space but bringing in the data from service management whether it was a change that is implemented and how it impacts the service map even before approving a change what were the remediations that helped resolve an incident what were the root causes of some of the problems feeding all of that back into the algorithms and the environments that exist in the operations management space can again lead to fewer outages and faster restoration of service which is the ultimate goal so that brings us into this common area where the different personas can come in and execute their workflows and collaborate seamlessly so as many of you may know we have these different workspaces already we have the itsm agent workspace which is typically been where a service desk agent or even an L2 incident responder may come in to work on an incident we have the operator workspace where an ID operator may be managing their alerts and then we have the site reliability operations workspace where an SRE Persona is working now the idea is to build this unified workspace where all of these different operators can come in and execute their workflows seamlessly and then we augment that workspace with intelligent recommendations and tools for root cause analysis we enrich it with business impact um on-call notifications and so on so continuing on this thread um service operations workspace is essentially a unified workspace where agents and operators can come in it has a modern look and feel along with creating those modern and more collaborative spaces to work together for agents and operators so everything from the data that comes in from monitoring tools to alerts to incident problem and change and then remediating incidents all of that can be managed from a unified workspace again the ultimate goal being to reduce the number of outages and when incidents do occur to be able to remediate and resolve those faster all right so now I'm just going to go through some of the key features that we have in service operations workspace and you'll see these in action throughout the live demo as well so we'll start off on a landing page which highlights the key pieces of information that an agent needs to know when they come in and start their day so what does my work look like what is in the queue what is my team's queue look like and so on and so forth um any relevant announcements or critical items like outages or major incidents can be highlighted on this landing page as well and there are some other quick links upcoming tasks Etc that can be highlighted and we'll walk you through those in the live demo coming to The Incident Management itself um so the incident record you'll see has an updated view to it there's an overview section where we highlight the impact of the incident you'll also see that on the side panel we have things like recommendations on-call experts that can easily be collaborated with and so on and all of this is in the context of the incident so you don't actually have to move out of your incident View yeah a new capability that we've added for Incident Management is the incident investigation piece so we have an investigation framework where we can integrate with back-end monitoring tools such as ACC and mecm we can pull in real-time metrics from these tools again it is all within the context of the incident and within the context of the CI that the agent or the incident responder is currently investigating so we pull in these metrics and then we also give a quick way to perform remedial actions through playbooks and we'll uh walk through some of that as well all right Shiva if you want to just talk about the change bit yeah thank you Sonya so we when we release service operations workspace we first uh released it with Incident Management interaction management and there's a few other modules and then the latest release that we had in Feb which is on top of Utah we released a change management workflows now with that you're able to manage your end-to-end life cycle of change request in service operations workspace and again few things you kept in mind we did not want to do just a lift and shift of the change experience in the workspace so we have made improvements on the overall workflow as well as experiences so first things that you will notice here is just the dynamic overview pages and then the idea behind there says really to show you contextual information actional information based on the state and the stage of the change request so that's one and then if you go to the next slide Sonia or maybe just a click um you also see the improved scheduling XP and here's where you you know you have you can take a look at you know either the blackout Windows any kind of conflicts maintenance Windows it also kind of shows you the next available window where you can schedule the change and then again we'll go through the details uh during the demo I think that should be it sooner oh two more things so this is uh if you're using a Workforce optimization solution now we also have a recommended like a learning module for your agents and for your populars so here is where you can actually assign courses to your agents and they can almost track uh you know what they are learning what their skill gaps are and this just gives like a consolidator of one single place for them to not only work on their tickets but also you know improve their skills by taking up learning courses um so that's really wfo it comes with Workforce optimization and this is a new module that is again available in SW it was added in Utah release and then if you go to the next slide sodium um here is a little bit of a sneak peek into what's coming in Vancouver um so this is our August release where the collaboration is again embedded so in the first release we did have an integration with teams where an agent can reach out to a requester or chat with peers to work on any task record starting August we have integrated with sidebar sidebar again is is a servicenow chat capability that replaces connect chat so you have sidebar in service operations workspace now also we have integrated with notify so starting Vancouver and in August release you will be able to now uh start a call start a meeting from service operations workspace and all of this kind of fits into that collaborate section I won't be demoing this today but um but this feature will be available and I don't have it on my instance today to demo thank you Sonia were you talking on me at Sonia oh sorry um yeah so I think with that we're ready to um jump into the live demo so let me just go ahead and all right so you should be able to see my instance of service operations workspace now um and I am uh logged in as a user with the ITIL role assigned so this user lands up on this landing page which is essentially a landing page that is tailored for um a level one service desk incident responder or a service desk agent so the agent can come in the first thing they see on this landing page is the overview section where they can see the incidents that are assigned to them any unassigned incidents catalog tasks that are assigned to them these widgets are interactive so as you can see there are total 18 incidents assigned to this user 15 are in progress so clicking on any one section will update this list or card View of all of the incidents which are displayed here so there is the ability to tag toggle between the list View and a card View let me go back to this View all right um similarly any unassigned incidents clicking on any of those By Priority will show up those incidents in the remaining section of this sect of this overview section and then the catalog tasks assigned again are broken up by any open pending and so on clicking on any one of these segments will open up that particular subsection of catalog tasks clicking on this view all will essentially open up all of the incidents either in the grid view or the list view again depending on the user's preference all of these will open up here so this is all of the work that shows up under your work now this user can toggle to your team's work and get a view of what is in queue for their team so essentially their assignment group for example if they're part of the service desk assignment group these are all of the incidents assigned to their team um any incident slas any unassigned incidents again catalog tasks assigned to your team so the idea here is that any particular team member can get visibility into all of the work that is lined up for their team in addition to their own work on the side panel here you can see there is an announcement section up top this is where any critical items such as major incidents any outages that are ongoing can be highlighted over here and the data source for this is configurable so as you can see right now we're seeing major incidents um this is also this can also be configured to show outages or any other records that need to be displayed in the announcement section there is the upcoming section here so any tasks that are due today can be highlighted here or anything that's due tomorrow similarly can be highlighted here these are just quick links so any URL can be added just for a quick reference and then these just display one of the most recently viewed items within this workspace now if the wfo plugin is enabled then some of the key kpis that are assigned to this team which is in this case a service test team would be highlighted here any learning that is assigned to this particular user would also be displayed here um I just wanted to point out that these widgets are also customizable so um if you'd like to pull in another source of data into one of these widgets that is possible as well all right um now with that I think I'll jump right into an incident so I'm going to pick up an incident that has already been created um just in the interest of time now in the incident record you'll see we have an overview section which essentially consists of a summary which we have populated it with the short description then there's the impact section where we have the affected Ci's the number of affected CIS along with the actual affected CI is listed down below any impacted Services any assets that are being impacted by this particular incident would be highlighted here as well and then there is the ability to add more affected Ci's from here if I go to impacted Services right now there's nothing been added but again more can be added and similarly for assets as well right and then right at the bottom we have the cause and the resolution sections right in the middle we have the activity stream um and then we have the ability to add any comments or workloads right up top um coming to the side panel so the first tab on the side panel is the recommendations so we do provide contextual recommendations um and we have these AIML algorithms that are running at the back end um and there are two places where these algorithms kick in so one is on the details tab of the incident itself um there are field level recommendations and these are based on the classification algorithms and there's a confidence threshold that can be set and if the recommendation exceeds meets or exceeds that threshold it can be Auto populated of course the user can choose to override the recommendation so that's one place where the AIML algorithms provide recommendations and then the other places on the site panel so as you can see here we have similar resolved incidents that show up in this list now we do have other recommendations that show up here as well uh depending on the data that's available so it could be similar open incidents we also have Trend detection algorithms so for example if there have been 65 similar incidents reported in the last two hours that's likely a major incident and then the recommendation could be to propose a major incident so we have that capability as well we also have the record information um so this is essentially the origin who's the caller um who is it currently assigned to there's a quick action to reassign to another user if needed um there's a quick action to be able to contact the caller so clicking on that contact gives this drill down experience where The Scholar can be emailed or a team's chat can be started right from here we have the agent assist as well on the contextual site panel and this is typically wired up to show knowledge articles and such so this is a contextual search at the back end that runs for agent assist we can also show the experts on call in the side panel again this is recommended based on the assignment group um that is relevant for this particular incident we would show the relevant experts on call and then the ability to contact them either through teams or email or any other Communication channel that has been set up there is a separate tab for collaborate as well and this is uh currently supporting A team's chat um or for example if there was slack that could be supported here as well but this is the part that Shiva was mentioning is being upgraded and a new version is coming out soon so we will cover that in one of the future sessions in detail all right um now moving on to the investigation tab so the investigation tab just to give a little bit of context we have an investigation framework that sits behind this investigation UI and the investigation framework can integrate with monitoring tools for example out of the box we've integrated with Microsoft endpoint configuration manager previously known as SCCM we also integrate with the monitoring tool um which is Agent client collector or ACC so those are the two Integrations that we support out of the box but it is an extensible framework so if you have other monitoring Tools in your environment you could integrate those with the investigation framework now once we have that initiation in place we can essentially pull in for directed um so I'm going to start off with this drop down where you can see it with this incident showing up here now one thing to note is that only the Ci's that are out of type CI computer or CI server are the ones that are currently supported for investigation so any CIS that fall under those categories will show up here and can be investigated this information that you see in the first container here is just some basic information about the CI which we pull from the cmdb so the name the model ID serial number operating system other than that everything else that you see all of on this screen all of this is pulled from either ACC or mecm so these are just some of the basic metrics that we support out of the box again this can be customized so you can have your own metrics displayed over here so the ones that we pull out of the box are memory utilization disk utilization CPU utilization uptime the top processes by CPU so these are the top five processes by CPU consumption these are the top five processes by memory consumption um the services on the CI any installed applications logged in users all right um now we do have an initial metrics tab as well so these are the metrics that were pulled at the time of incident creation we do have the metric collection rules which need to be enabled and if enabled anytime an incident is created and assuming that the CI is stamped on the incident within a particular time window will trigger off the queries to either ACC or mecm whichever tool is integrated and we'll get these metrics at the time of incident creation we retain these snapshots so if you see all of these metrics have a timestamp associated with them so if an incident responder needs to look at okay what do these metrics look like when the incident first came in compared to what are the most recent metrics they can do that comparison um we also have the ability to get the metrics latest metrics on demand so clicking on this will trigger off the queries to the back and monitoring tool and then refresh these metrics I'll hit that off in a second but before I do that because that takes a few seconds I'll just walk through some of the other capabilities as well over here um we also have a view history and in this history view um exploding a little bit slowly but essentially we have a graph a scatter graph of all of the metrics all the snapshots that were fetched by manual trigger so here you can see the scatter graph and on this graph we essentially show the CPU memory and disk utilization we have this time range selector as well so if I wanted to go to the last few hours or the last seven days um and view those metrics I could do that now clicking on any one of these will essentially open up the entire metric snapshot so all of the metrics that were captured at that particular time stamp will show up over here so we do retain all of these time stamps for reference comparison and so on and so forth that's in the view history um I will show you the remedial actions capability next all right so um again these remedial actions are just two remedial actions which are meant to be sort of like reference examples a starter kit for customers to get started with we fully expect that you will have your own remedial actions and your own processes to execute those remedial actions um and so that is customizable so so right now we have end process and restart service available out of the box so I can select any process over here as you can see the end process action is placed right next to the top processes by CPU um we have again and process next to the top processes by memory so that you can select one and Trigger off the end process we have restart service um close to all of the services you can select one and kick off a restart service and I'll show you what happens um when we do that so I've selected this one service and I'm gonna hit restart service now just wanted to point out again that this is a server CI type so we do have a slight difference in the playbooks the first step of a playbook for a server is essentially to create a change request now as soon as I hit this as you can see a new playbook got added to the side panel so I'm going to go into the Playbook side panel and hopefully this comes up let me just refresh and see if that shows up there okay I'm gonna try that again foreign I will show you a remedial action that we executed earlier today I'm going to start the restart service again all right as you can see here in this container which shows the remedial actions um a new remedial action got added and that same remedial action will show up on the side panel as well in the Playbook tab just taking a while to load okay let me see if I have better luck with another CI okay so there it shows up um I'm gonna go back to the server CI alright so you can see we have a new remedial action for restart service on the server I go into that and the first step is to create a change request um and we've created a mini form here but essentially this is using the same change management capabilities that already exist um and which Shiva will also walk you through in a second so this will go ahead and create a change request um and as soon as that change request goes into implementation stage again this is a standard change model that we've used here we fully expect customers to customize this I can schedule this change from here as soon as it goes into implementation it's going to go ahead and actually perform this restart service on this server and once it is completed it'll show up as completed as you can see just a little while ago we did a restart service on a server um and then uh the last thing that I want to show you here is for an end user device The Playbook is slightly different the only difference is that um we're just going to show you that from the history the only difference is that the first step is to get user approval whereas for a server the first step is to create a change request I think Shiva um we have only 20 minutes left so I do want to give you enough time to walk through change do you want to take over at this point to walk through some of the change capabilities yeah let's just do that okay okay so I will walk you through the change release that comes out that has already released it's on UDA and I'm locked in here as Beth she's part of the hardware uh group and as you can see now with the clicking on that plus sign you can create an interaction incident and a change request so I'm gonna go ahead and create a change request so as soon as you click on that it takes you to uh like a landing page where you can see all kinds of changes so these are your normal uh you know your change workflows different workflows that you have whether it's normal standard emergency additionally if you are using our change models you can see them here as well so for now I'm just going to go ahead and select the normal change and let's just go through that submission process and I'll given that here we have like 10 minutes for the demo I'm just gonna keep it a little bit short and kind of walk you through like few States and tell you what it looks like so here as as soon as I come here I'm that I want to create a change request and you can see that the form is like at this point really really simple let's say I do want to do uh has change on one of the I'm forgetting DCI I'm just gonna pull out the CI name and then update it so let's just click that change description here and I save that and then as soon as I save it you'll see that it showed me additional information that I do need to fill in so the first things that I do have to do is just you know Define the scope and here is where I want to select the CI name so that's the Windows server that I want to make a change on I'm just going to go and update it here as well so I can go back update that information save it right away and here I pulled in the application item and you'll see as soon as I clicked on that the refresh impacted Services is now available to me so clicking on that the refresh of the impacted Services has been in you know it's running async so you will see that getting filled out now in the meanwhile uh while it's doing that oh here it is so you see the services that are impacted and if you click on it it'll show you all the impacted Services basically shows you a list view of all the services that are impacted so I can click on it again to hide it now there are a few actions that you do have to do now if you were using the concept of uh you know team success score right so the change has to be assigned to a team so that it shows you uh you know the team success score uh so just go ahead um and I'll pick the hardware group here let's just go ahead and assign that so I've assigned it to a group I've not assigned it to a particular user yet and now to continue with my change I obviously need to do my risk about you know a risk assessments set the schedule as well so I'm going to set the schedule first and here is where you can see the scheduling experience right so right now as you can see that it pulled up the calendar and you know today's date and time where I am and let's say I do want to go and schedule this change for tomorrow let's just say 20 and that will be my end days and date and time I'm just gonna say 30 here let's say it's a 30 minutes long change schedule it okay so as soon as I clicked on schedule you can see here that it's showing me all the conflicts so the first things it showed me here is the Blackout Window and if you click on that you know click on that span you will be able to see what this is it is a blackout window and it applies to you know one or more Ci's um and then you can also see that there is a similar change that is scheduled and that changes um that change is actually here which is not a conflict so it is not a conflict it just tells me that hey there is a similar change that is scheduled on the same CI so and it also tells me that you know there is a maintenance window that I can use that's what I did here so let's say you do want to schedule another change I'm going to go ahead um because there are no conflicts it's out of the Blackout Window I do want to get it get the change now you know done now so I'm gonna just go ahead and um schedule it or it gives me an option for the next concept free window as well I can do that as well so if you click on that and I just want to show you this as an example if you have to click on the next best available window that is available all you have to do is schedule and it's going to go ahead and schedule that change for next available slot here so once that is done I'm going to go back and come back here so you can see the change is now scheduled if you do want to kind of change the schedule itself you can go back and again select like a new start and end date and you can go through the whole scheduling process one more time now here so far we have not done any risk assessment so let's just go ahead and assess the risk in this particular instance I do have the risk assessment enabled there are questions that have been you know kind of set up so I'm just going to go ahead and make it like a high risk change okay so there are a few things that you know shows up here as soon as you filled everything else out right so you have your risk that is uh visible now and then you also have the chain success score so risk is calculated based on all of that so that information you have it available we did assign it to a group now at this point if you do want to add tasks you're able to do that as well so let me just go ahead and add like a planning task for this and this is pretty simple I'm just going to say planning task assign it to the same group and let's just save it what did I miss okay for this okay so this is really just filling out the change you have all the necessary information for you to go in now submit this change request now if you for whatever reason if you don't want to go to the guided experience of pulling out the change you still have the details you can go through and you know fill out the change that way as well now I'm just going to go ahead and request approval and I want to show you what the screen looks like after that so here um you can see that I requested approval right here you have the progress stepper so this this is kind of gives you an indication like depending on the change model or the change workflow how many states the change is going to go through right so this was a normal change we have all these stages uh that the change will go through so right now it's an assessed phase and let's go take a look at who are one of the assessors and I'll go and kind of quickly as you know approve the change requests so in this case David Dan these are all the team members who can go review the change and assess it so I'm here logged in as David let's just fully change number foreign six so this is the one that I was taking a look at I'm just going to go to you like I'm going to show you one more uh State change the next one is not going to make much of a difference but it just gives you an idea of how the overview page is contextual based on you know where where you are in the life cycle of the change request while it's loading here so you can see um you know here right now right now because the change is in a proof state or approval State the first section that you see is to make an approval decision and then if you do want to you know reach out to the requester ask them more questions you can you know ask them right here so let's make that approval decision I'm just going to go ahead and approve that changed and I will have to reload the page here because I didn't make a change on this page let's say I happen to come back to the change request and take a look at it um this will now automatically go to the approved state or authorized state right now that's really the concept I know we have like a minute left and I do want to kind of keep some time open for Q a um so that's really the concept is the overview page and the information displayed here on the record information kind of changes based on where you are in the life cycle of the change and then there are contextual actions available throughout so that you can you know just take the necessary action for example in this case I know that the ticket was not really assigned to a user so I can go back you know and just kind of assign the ticket to a user right there I don't necessarily have to always go to the actions here or always go to you know related records and change tasks and do all of that that's really a very very high level overview of change management I know we're going to have follow-up sessions where we will do a deep type of each topic so we hope to you know again talk to you in those sessions with that I do want to sorry anything else for us to cover no I think that's it I think we're good to move on to questions question and answers right yeah yeah okay sounds good so I'm gonna go ahead and see I did answer a few questions um so there is a question from Adrian can risk assessment to be customized establishing thresholds is currently uh you know you you do Define kind of thresholds to say you know how the risk assessment is kind of scored and what kind of uh risk it derives that is definitely one way of doing it but um Greg who was the PM on change management he has done a lot of work and the direction that we do want to move towards is calculating risk Based on data rather than just a risk assessment or there is calculation so if you are interested we are actually also doing like a change launch and learn sessions where we do a deep dive into all of these you know change related topics uh if you're interested I can definitely get back to you uh you know with the link and then there is those sessions are also recorded so we can share more on what we are thinking about risk particularly in relationship to change I have a question from Deb so I see the schedule section is using the 24 hour clock in your demo we see Am Pm which is not working correctly this is the time formatting we are on Utah hmm it's a good question I will definitely have to follow up them and get back to you on that I don't think I have changed any settings on this instance so we'll definitely have to find out what is going on there foreign the next question that we have is how can we Implement operator workspace into this new view can we customize the home page to see application services like in the operator workspace yes so the good news is that service operations workspace is act it works out of the box for both your service management personas as well as the operator Persona so there is a store app that you can download which is service operations workspace for item and as soon as you download that you will see all your item modules here and in fact the landing page we have like a dedicated landing page that we created for the item Persona as well so all you have to do is download the service operations workspace for itom and you'll be able to see the operator workspace in the same review you look and feel again is very very similar um another question from Timothy landing pages it based on role so yes and no so landing pages are you can definitely have landing page based on role uh as an example the operator Persona has like an operator role so you we have like a dedicated landing page for operator Persona now when it comes to ITIL though we have just one role I2 so we are using the concept of audience to differentiate between uh you know if you're like a service desk agent at least that's what we did out of the box if you're a service desk agent you see the service test planning page but if you're let's say part of a tier two tier three um you know groups you might have other uh you know widgets that you might want to see like a change request or change tasks so we use the concept of audience to differentiate between you know where the users are routed Marcus you are interested in the Deep dive sessions for change management um I'll work with Aisha to figure out how do we you know get the information out to you um but we do have change launch and learn sessions that are going on started in sometime in June and we have them going on until September so your our next session is planned for August we'll figure out a way to get you the information thank you okay yeah we'll do that as well copy copy that we'll send you the information did I miss any questions sorry I missed any questions um Albert uh I am actually checking for you to say like if you do have to enable Workforce optimization for itsm for coaching and again um we'll get back to you on that question as well it's another great question is this meant to replace major incident workbench do you want to take that one please yeah sure so um Timothy uh we are in the process of building the major Incident Management experience in service operations workspace so you will see that coming out in the Washington time frame um hopefully by early next year you will be able to do major Incident Management within service operations workspace so what you saw today was for Incident Management in general we will have a major Incident Management experience uh separately as well in service operations workspace today I think the next one is also for investigate tab all right uh how do we activate investigate tab automatically added once we upgrade uh so the investigate tab um you do need to install the applications um again available as a download from servicenow store um so we have an app for ECC which is basically um investigation with agent client collector and investigations with Microsoft endpoint configuration manager those are the two apps you need to install one of those and then that will then install a series of other applications that are needed so you will need to do that installation separately and set up for that as well thank you Sonia and stop share so that you can clear these slides again sure you do have four four minutes left so if you do have any other questions please feel free to add them in the Q a section yeah I think this uh basically brings us to the end of the session with the slide okay I don't see any other question and answers um I mean new questions in the Q a section so thank you so much again for taking the time and joining us today for the service operations workspace webinar we do have oh there's one last question see oh thank you Eric thank you so much so we do have uh follow-up sessions that are planned for deep time discussions in service operations workspace only do you have the next one to you know the one that is coming up next yes so the next one is going to be focusing on incidents um and collaborations so we'll go deeper into everything that you saw on Incident Management today um and we'll also talk about the new collaboration capabilities that we're coming out with um so hopefully that should be helpful topics for you to attend as well thank you Sonia um yeah and I I don't think we finalized a date for that yet but that's going to be sometime mid-august so we will uh figure out how to share that information that's good thank you so much for joining and there is a survey as well um that you can actually fill out thank you again