[Music] hello can you guys hear me cool so good evening everyone I'm harsh Kumar product lead ad servicenow and I'm going to talk about digital end user experience product cool um before I get started with a digital end user experience and what it is and so on so forth I want to talk about servicenow right and our now platform and all workflows what is basically it's a now what is no platform right when you look at most modern Enterprise there the data is unstructured and also the data is in different Silo systems what now platforms allow you is to basically have that work that flows across your Enterprise now the main workflow that we are all concerned about is service operation works for service operation workflow is essential to empower your service desk with the right contextual data write incident write alert and write operational know-how to help them to close that incident and remediate that incident right now when you look at digital end user experience brings that operational know-how to your service desk to help them identify the issues proactively and remediate that issue now what is digital end user experience is all about so digital end user experience is a product that it deploys on the end user device to monitor application Network and the device itself it helps it to be proactively detecting issues to identify the problems and remediate the issue before it causes downtime and impact employee productivity now how many of you today or maybe in last 14 days at like a zoom crash or a VPN issue or your battery runs out of or discharged with 100 charge any issues that you have with your laptop that you had faced in the last 14 days to a month that where you had a zoom crash or a team scratch or any other any of the application issues one two three four five yep a lot of people did it reach out to you on the issue anybody no it doesn't have any visibility on what's happening on your laptop or in our device right it doesn't even know what's happening as of your as of now on your device there can be an application crash you might be presenting as I was presenting there can be an application crash for PowerPoint right now and it might go off it doesn't know it doesn't have any visibility into the issue number one and number two is it is always focused on delivering the services to employees it is not focused on how that service is being consumed by the employees right now when you look at it is always like you know hey firefighting they're always reactive right and they they know the issues when an employee complains about that issue that's a challenge how can it be proactive right and another problem is basically employ empathy it has never been close to employees I say that because let's say me as an employer of servicenow in order for me to raise a request in service now let's say it request I have to go to my OCTA I have to do a two-step verification I have to go to my employee portal I have to search for the catalog I have to fill the form then submit basically I made eight to ten clicks just to submit one request it's a problem that no it has not even identified that employees are having this issue now with Dax you will your employees can submit requests within two clicks and I'll show you how now with digital end user experience product Suite uh you will get two products one is desktop assistant product and the second product is ADH product desktop assistant product is a product that is mainly catered towards your employees it helps employees to have a self-service it helps employees to troubleshoot issues it helps employees to get notified on the issues it also employs it allows employees to create a request with two clicks now the second product is basically the application and device health product this product helps your it to proactively identify issues from the employee's laptop it's a product that monitors the network the the device and the application that runs on the device and when I say monitor it basically collect metrics it collects different metrics for apps and it collects different device metrics so that you can basically create alert from that system and you can proactively detect and identify issues that the employees are facing right now who can use this product ADH product ADH product is mainly catered towards it personas it's mainly catered towards it workplace agent I.T service desk agents it support agents and so on so forth now let's get to the vision demo before I get into the vision demo I want to introduce you to uh one of my personas like few personas here from Acme support I'm just I'm just going to take a simple example here called Acme support imagine Acme support as a big Enterprise company with 250 000 employees and I'm introducing you with three personas one is Amanda Smith Amanda Smith is a it workplace agent she is responsible for managing and maintaining all the end user devices next is Ken Ken is an employee he is basically is a VIP employee and next is Jason Brown Jason Brown is L2 support agent responsible for deep level triage on incidents and issues associated with employees now let's get to the demo of the product cool so as I mentioned Jason Brown uh Jason Brown let's take an employ uh use case here what Jason Brown do is basically is an L2 support agent he goes to service operations workspace every day it starts his morning by going here looking at the incident queue that has come he basically looks at the queue and he sees hey there's an incident from Ken ebasic can say is hey there's a zoom crash happening on my laptop and it is a critical incident because it's a crash as I mentioned Ken is a VIP employee right now what the Json do Jason basically goes to this incident it looks at that incident incident says I'm having a trouble with my zoom it keeps crashing I did mandatory Mac upgrade this morning and now my zoom keeps crashing after a few minutes please help what would Jason do in this case Jason would basically do a Live support with Ken and say hey what's happening on your laptop can I check can I check your Zoom Cache can I check your data this is without Dax now with Dex what Json would get is something called investigate Jason would basically go in here and look at the investigate and he notices automatically that there is a app crash that happened on Ken's laptop at 10 40 and he sees the current version of Zoom is 5.2 which is an older one and then there's a latest version of Zoom which is 5.3 and he notices that the cache on Ken's laptop the zoom cache the application cache increased before the crash happened and the connectivity of that particular Zoom fell now he also notices that there is a recommendation provided by Dex indicating that Ken was part of the latest OS patch which is a Mac OS upgrade and also there was another article indicating that from the it is mainly coming from the zoom website that the latest version of Zoom is prone to crash on Mac OS laptop so in this case Json has two signals now what he wants to do is he wants to update Zoom so before he kicks off update Zoom he's going to talk to Ken so he's going to reach out to Ken on team collab chat in service operations workspace and he's going to talk to Ken hey Ken I want to update zoom on your laptop right simple he wants to make a make an update now Ken says yes go ahead and update zoom on my laptop Jason is going to update zoom on his laptop the once the upgrade is complete Jason is going to reach out to Ken and confirms that you know hey this 5.3 version of Zoom is it working or not now in this case Ken says yes right now the incident is close Jason is Happy Ken is happy now let's get to Amanda Smith Amanda Smith is an I.T workplace agent she's responsible for managing and maintaining all the end user devices right now she starts her day by going to digital end user experience console inside the service operations workspace so this gives her it's a cockpit for her to give the visibility and the experience across the globe and across locations right Amanda you know it's a carpet when I say cockpit it is basically she can see that active users active devices active users 250 000 users 260 000 devices and she notices that there's a zoom crash that has happened in this particular region simple use case right now you can see that Amanda hovers over she notices that there's a zoom crash impacting this particular region for thousand two users and it is happening in Florida why thousand two users and why Florida she wants to know more right so Amanda she's going to click on this in uh card it brings her to zoom dashboard of decks which indicates that hey there is a zoom crash that happened this morning on Mac OS laptops right and also there's insights we call it as Dex insights as you can see indicating that the update Zoom has to be done for all these employees to 5.3 version but she doesn't want to update right now she sees a two same two more signals here the late all these employees were part of latest OS patch and also she sees that there's an article from Zoom indicating that the latest version of Zoom is not compatible with Mac OS patch now she wants to validate those two signals she goes to and clicks on show Diagnostics on update zoom and she notices that there is a as you know OS upgrade happened this morning and she start you know there was a zoom crash that happening on that all those OSS and operating system there was a spike of Zoom crash and 5.3 version of Zoom there is no Zoom crash so she immediately has the data she has validated hey is it it is the OS version and the latest version of the zoom basically 5.2 now she goes ahead and clicks on update Zoom for all the thousand two users which in turn will kick off a workflow and it will basically in send a notice to all the employees hey we we saw an older version of zoom on your laptop we have we want to we want you to upgrade so it basically sends a notification via desktop assistant product right or let's say most of the employees notices that particular notification and click that they'll immediately notice that hey we have a older version of zoom on your laptop please upgrade let's say most of the employees say yes and they go and upgrade their Zoom version now once the upgrade is complete the desktop assistant is already integrated with your virtual agent is going to ask all those employees hey is the zoom version is working for you let's say most of the employees say yes now after a few moments later Amanda is going to come back to our Dex console and she notices that the incident is not there and she also notices and she wants to validate whether a remedial action has been effective or not and it has been effective coming from the feedback that she has received from the desktop assistant and as you can see ninety percent of the employees have said hey it is working so Amanda is a hero as she was able to proactively detect the issues before thousands of employees complained about that issue and she was able to remediate that particular issue Dex is basically an AI Ops product for your end user devices it can proactively detect issues and it can automatically create alerts and incidents so that your it becomes proactive than being reactive it's not just applications that we monitor we even monitor device a battery even the Wi-Fi that we get collect hundreds of metrics into the system that could help you to create alerts with that I want to end My Demo um I have eight more seconds I will take one question go ahead yep it's going but yeah it is it is compatible with Chromebooks by end of this year right now we are uh you know it is compatible with Windows 10 Windows level and Mac OS montlie Katarina bixer any operating system any application that runs on it and we even monitor SAS applications as well what um it it basically runs as a local system account on Windows and it basically uses um it needs admin privileges or root privileges on Mac it's available yeah it's available so it is available on Utah if you want to test it I can basically you know work with me to basically enable your instance with a DEX product and basically we can test the product yeah cool good dude you can whitelist any applications to Monitor and we will start monitoring it can be installed app let's say zoom.exe is a process name for the installed app you just provide that and we will start monitoring that particular process if you want to monitor SAS apps just give us the domain or the URL we will start monitoring the SAS apps as well and we collect different metrics for installed apps we collect crash rate restart rate cash size call connectivity for Zoom basically we collect like CPUs Edge memory usage and so on so forth for SAS apps we collect response time page load time failure requests and so on so forth I can give you the list of metrics that we collect even for the device we collect hundreds of metrics [Music] that you can do as many monitoring every five minutes you can bring the data thank you foreign [Music] foreign