all right um I think we'll get started so just a quick Safe Harbor notice in case we do talk about anything forward looking um just uh keep in mind that anything you know there's there's always the potential to change so be mindful of that if we're talking about anything that's coming up all right if you didn't know this is part of a series of interactive events it's called live on servicenow my colleague is going to post a link into the chat so feel free to join us for future sessions as well so we usually do this once a week or once every couple of weeks and various topics you'll be able to see and register for the different topics uh from that link so quick housekeeping um quick housekeeping yeah so we've got some time for Q a at the end um so please say before but please do you know use the the Q a function if you want to plunk in some some questions as well and we'll try and get to them um if we can otherwise we'll get to them at the end so this presentation will be recorded and it will be shared on the servicenow community as well um there was also a previous session of this as well which you could watch a recording for after the event you'll get a quick survey so we appreciate any feedback that you give us so that we can make our future sessions better so thanks for joining today so my name is Alex Chong I'm a product success manager I'm based out of Sydney and I'm responsible for the itsm and devops functions and basically helping customers to adopt these functions within the apj region I have with me as well is G2 and G2 is from India and he is uh he works along with me all right so let's get started on a quick poll Just Launch The Click poll just to see where everybody's coming from so have you heard of service operations workspace before are you using the previous uh iteration which was Asian workspace uh or are you looking to adopt it soon or it'd be good to know if you already use it as well all right we've got 15 answers I think I'll stop that there so share results so it looks like most of you do kind of know what it is and it's on your roadmap um so that's good to know so and there's one person that's using agent workspace at the moment and we've got one person that already uses service operations workspace so that's great let's see if we can give you some tips as to you know getting it going all right maybe gone so most of you kind of know what service operations is already so I'll try and go through this a little quicker so that we can get to some of the more uh interesting stuff so first of all you know why do we well let's start talking about the problem right so why do we why did we come up with this service operations product well when you look at the current state of Enterprise technology you can be considering the competing demands uh that organizations are faced with we know that you know that basically people's digital Estates are really complicated and it's been complicated through Technologies such as cloud lots of different things moving really quickly so really we really need to look for a way to bring the teams together to make them help them collaborate more and and resolve problems faster so as a result of the pandemics and the eight percent of organizations um shifted towards digital first because of the you know the need to do remote work but that's really caused a lot of issues well so teams concave Pace with all the things that are coming up and the reasons for that that we see is there's a lot of technical debt out there so lots of siled tools lots of data all over the place creating High degrees of complexity and constitute to adapt there's an increase increasing demand rate of change compounded by time to Market pressures the acceleration of security threats so that's also you know adding to that complexity uh there's distributed teams and collaboration friction so for example your devops themes and your change management teams you know they don't they don't play well together so all of this makes it more difficult to maintain governance with technology teams with dealing with a large explosion of incidents and finally balancing everything together we we need to we're still seeing the pressures to resolve incidents faster than deliver better employee experience so that's a lot to deal with so by bringing service management and operations together we feel like this is how you're going to get on top of those things and get things done faster so by bringing them together we can predict and prevent outages before they happen to flex issues remember reaching a service agent by having more self-service rights over things like virtual agent and AI foreign service operations workspace you what we're really doing there is we are able to handle different use cases so think about uh unauthorized strangers major Incident Management sort of salvages devops all of that is coming within to the service operations workspace let's take a look at this so yeah as I said uh we're bringing all these capabilities within the service operations workspace prior to that we had a itsm agent workspace with an operator workspace we had a site where Library operations workspace so we'll bring that all in together so that it's one workspace and it just depends on who you are what roles you have the the interface will change accordingly and you'll see the functions and capabilities that you need to see for your role so just a note on agent workspace as well so for the person that was ready that is currently using agent workspace just be aware that agent workspace deprecation has been announced so that's going to go away in Washington I believe so make sure you make that move to service operations so some examples of that all working together right so service Ops collaborate to reduce mctr so you might have an agent or an operator either using the new UI they from that new UI they are able to see impacted CIS basically you know the the CIS are service aware you can see service Maps through there you can employ agent assist so you'll see this in a minute I'll show you in the demo but basically on the right hand side you'll see the agent assist they might suggest solutions for for resolving the issue you can also through the service operations workspace collaborate with colleagues on Ms teams so it's fully integrated with Microsoft teams there and then from there you can also create other records to to work on so a major incident being one you might create changes problems you can also do that all within the service operations workspace and of course you can you can close and resolve the incident so another use case for example you might have AIML automation to prevent outage so you might have an operator uh handling we're seeing predictive alerts within the service operations workspace uh you'll see the the op well what used to be the operator workspace you'll see the dashboards within the service operations workspace so you can see how the services are doing the service health and then you can even go and use um you know predictive intelligence to predict probable root cause and execute a playable to get that service back to green so all of this stuff can be done within the service operations workspace within that one user interface and we'll get to see some of that so key components of the service operations workspace you've got the landing page so basically that's the you know when you go into the workspace that's where you start your day it's you'll have key information like outages service announcements assignments for you to help prioritize your work there of course is going to be incidents now you can basically a detailed panel um to to see different records instance being being the main one for for service uh operations workspace and then you've also got within the experts on call so uh you'll have rosters roster uh rosters visible there as well so you can see you know before an incident who's the expert that you need to reach out to and then you've got uh collaboration as we mentioned before things like you know reaching out to your peers through teams Etc and we also have a recommendations framework as well so you'll get tailored recommendations based on AI predictive intelligence on what you can do to quickly resolve things a couple of new things in in service operations that I wanted to call out so in Utah we have the full change lifecycle available within service operations as well so prior to Utah uh the release then you couldn't you could create a change from service operations but you couldn't really work on it so in in Utah you can now do that so it's full uh fully incorporated into the service operations workspace and this dynamic dynamic page is there so depending on the state you'll see different things uh scheduling as well yep and then the other thing that's coming in Vancouver people have been asking for is multimodal change support So currently it doesn't support uh multimodal change if you've got you're doing different change models you can't really do that through service operations workspace but then Vancouver you will be able to okay enhanced investigation experience so yeah this was released in Utah So within the service operations workspace there's basically ability to get in metrics and things to come in through to the workspace to help you troubleshoot issues so this information comes through a couple of different mechanisms I'll get to that basically it you can either get that information through ACC so if you've got agent client collector you can you can get that through agent client collector uh the other option we have is also Microsoft endpoint configuration manager for so you can also integrate with that and bring those metrics into the workspace to help with troubleshooting all right with that I say there's one question I'm just going to see what the question is the question yeah is there a plan in place to deprecate itsm altogether that's an interesting question um Shelly are you able to come off mute and let's let's allow Shelly to come she's still there yep [Music] um hello can you hear me yes I can hear you okay great um it just I've attended a number of these and it just seems that like it seems like that's kind of the direction um things are going in so I'm just wondering is the long-term plan at some point to democrate the itsm application within servicenow and move everything over to other things so sorry because everything seems to be popping into sorry go ahead are you talking about the the standard interface or the um you understand correct yeah right right um there's certainly a lot of movement into the workspaces I can't say there's a timeline as to when all of that will go away I don't I don't know but certainly yes things are moving towards more workspace role-based uh interfaces so that is that is the general direction but I don't think you know anything's going to go away anytime soon okay thank you I hope that helps yeah it does thanks cool all right uh let's switch over to a demo online okay so I'm just logged into I'm just logged in as an agent um next me uh this is basically the new interface uh the service operations workspace um you log in you'll see you'll have this this top bar up here you can actually anything comes up to this but it'll it'll welcome you oh here we go close um you can close this off you know but from here you can see your shift schedules I'm not clicking I'm not sure why that's not clicking Let me just refresh this hold on a second foreign if you're using shifts and schedules you'll be able to see that within surface operations workspace yeah you'll be able to see your team calendars and do all of that if you've got Workforce optimization as well that's all fully integrated within here so on the main page here you'll see the the landing page you'll see the the overview section uh it comes comes basically you know standard with your work and your team's work you can obviously this is all configurable so these workspaces are now all um I don't have permissions as the analyst but they're all uh configurable by by the Admin so you can you can adjust these Pages uh to suit your your end users so out of the box you'll see like I said the overview Pages um you'll see assigned work um so you can do a list view we can do to a card view um you'll also see some coaching stuff down here so if you've got any active coaching uh learnings that they can be on under here as well on the right hand side you'll have your announcements so things like outages they'll show up here um as well as what we were talking about before so your shift work today tomorrow that's all here there's some quick links that you can add as well so if there are key knowledge base articles or or other sites that can be added there as well and they are I believe they're personal here Alex we have two questions related to this home page configuration so question number one is is it possible to modify the widgets within the home page um it seems like yes uh next follow-up is let's do this within our organization end user teams they wanted to see their own specific reports can this page be modified modified without a Dev involvement sweet not sure if these widgets are configurable for each teams yeah so the landing pages are definitely configurable so basically you create a variant of the page uh and then you'll have conditions on when the variant is applicable right so they can you can certainly create different landing pages for different teams to answer that one and obviously the you know with that the widgets can also be be changed depending on which page it is as well and it is easy right without Dev involvement at make a configure drag and drop it probably needs an admin to do it yeah so you'll you'll definitely your teams won't be able to do this themselves but the admin will be able to create the landing pages for the teams then therefore office can unlist uh configure their workspaces together workspaces um yeah there's limited limited things that you can do as an analyst it's usually set up for you okay good carry on thanks uh what analysts can do is looking at this page so that before there was just a landing page that's where you know you you you you get set up to where you go to begin with um what you can set up here though is your list so you'll have the list which is set up for everyone but you can create your own queries and and create your own your own list all right I hope that answers the question for now um so moving on um I've only got one so it's not following but usually if it's it's broken down if you click it it'll follow it'll follow this uh oh there we go that's better so on the side instance those that are in planning catalog tasks so that this will all follow um these these widgets up here so I'm going to go into let's go into one of these sorry my demo instance is really slow um but one thing you'll notice is you know we've got the whole tabs interface there as well so things will open in context right so this is the this is the incident that we opened um if I anything if I open anything from within here and that it's all within the context of this incident when you close the other ones so we don't confuse ourselves so looking at this incident uh you know you'll see you'll see the key details for the incident up above you'll see in overview tab um just summary of the impact summary of the of the internet itself and also affected the eyes in the in the old interface you're used to having to scroll down to see uh workloads and things like that so that's all brought up here so that's more easily visible so different ways you can you can arrange that those panes as well so if you don't want if you don't want uh that that notes page you can get rid of it you can also do activity streams only so you've got the couple of quick options for user arrange the screen there depending on how you like it on the right hand side you'll see recommendations so if there's no recommendations this one in particular only open one leader recommendation I think I'll look at this one before which had one foreign so while that's loading I've got a couple of q a questions come through so how effective will this workspace be without having itom enabled yeah so without having my time enabled you're obviously not going to get um it's it's just the amount of detail that you're going to get right so it's yeah probably it depends right so if you're if you don't have and it depends what you mean by icon because there's lots of different levels of buy time as well so do you have it on Discovery do you have um High time you have orchestration you know it all kind of depends but it all comes down to the level of detail that you're going to get so you know are you going to have the configuration icon item if you don't have it on uh what level for configuration are you going to have are you going to be able to do things like um investigate right these these things you probably won't get but you're still going to get the things on the right hand side you're still going to get uh you know recommendations out of the AIML stuff you're still going to have opportunities for agent assist uh you're still going to have you know experts on call if you have that so you still get a lot of capability even with Ally Tom it's just that yeah you won't you won't necessarily get all the details that's going to help you troubleshoot the incident I hope that answers that question from cement and I have a second question from Aaron are there any roles that would allow non-admins to adjust the service operations workspace so does law need to be configured by a servicenow admin um I'd have to check that I don't know of by hard what roles are required to modify the workspace but certainly not in not an analyst you know and analyst wouldn't do it there might be a service operations admin I'd have to check that uh we'll we'll due to would you mind checking that and coming back to us on on that one yeah sure right right all right let's hit going yeah so I was drawing the recommendations so basically recommendations will come up so we have a recommendations and framework and various things will come up here depending on what matches the the incident or the record so here it's just showing me similar incidents you can obviously get that through through agent assist as well so it's very agent assists you've got the ability to to see different types of uh of things that could be helping with this record so another thing that's coming I don't know if you guys have seen it but we also have now assist so analysis is the new generative AI uh stuff that's coming so that's also going to appear under here under agent assist um it'll it'll it'll be in the service operations workspace as well so if you're in the details tab I believe I don't have it here but in the details tab you'll see summarization so there'll be a a section of the top which summarizes the instant and what's happened on the incident so that you know as your agents are you know coming in and out they'll be able to see what happens on the instant cool all right let's go back to this one for a second foreign this wasn't working for me before I don't know not sure what's wrong with my environment but basically uh you know for because all the metrics for this CI if you've got those Integrations they will come through here so you'll be able to start seeing uh the metrics about this this particular server and that that hopefully will help troubleshoot help the agent to troubleshoot what's going on there so again that's that's bringing together information into the you know to the front end to help shift left yeah it's not working for some reason okay uh but let's get going so yeah so obviously all your details is here um as opposed to the the overview so these are these forms are all configurable as well right so as the same this agent workspace you can configure a view which shows which Fields you want to see in the forms um so again that's that is not the that's not the the agent doing that that's that's going to be your admin um or your operations or your power user but you definitely can do that as well so from there there's a whole bunch of actions here as well so you can create uh incident outage problem requests child incidents you can do all of that through here you can do you create the change requests uh so I might do that so as I said change request is is now integrated into service operations so you can definitely create a change request from here super slow there we go all right so it's refresh now so yeah so this is the the dynamic user interface for change requests within the service operations workspace now so if I save that uh you know an assignments of me you can you start to see uh different things so these sections now appear right so these are the things that I need to do when it's new you can sign it I think that's the same for me I'll leave that set the schedule all right let's just do a plans tomorrow [Music] looks like there's a conflict that's schedule it to a time that's not conflicted you can see that's all moving here foreign risk calculation as well also you can add task so all of that is is there and as this moves as this moves along um the this form will change as well so one of the feedback or one one thing that's been around for a long time is that the change forms uh the normal change forms in the in the uh in the standard view they are quite overwhelming so what we've tried to do is actually make them simpler so that you only need to give the details that you need at the state stage of the change yeah I've got another question from Aaron is it possible condense the overview and details tab of an incident record into one tab uh it it is possible to do that but I'm not sure if I would recommend doing that um so the the overview tab is really meant to just give you know a real high level summary um and the details to happen is is going to have more information on it so um yeah I'm not I'm not sure if that would be a good idea obviously it would be possible because these are these are completely configurable but yeah it's definitely possible yeah yeah I can I'll get that to you on the side clicks yeah possible all right um what else do we want to show that's the most part unfortunately my my incident sorry my investigation tab isn't working today but normally what you would see is you would see the metrics coming into here it's really not liking it today all right let's go back to the presentation sorry about that attracting today so yeah we saw the landing page we saw the incident overview and record information we saw so this is what the um the investigation tab would look like if mine was working so basically yeah you'll you'll get those metrics coming in for those CIS if you've got that those Integrations are bringing that information in so you know hopefully that helps to troubleshoot things like if the person's bringing up their laptop's got high utilization or something I've had you you can quickly see that and actually execute uh the next the next thing is to actually execute actions um to so you can have playbooks actually I think I have a slide on that we'll get to it but basically you can you can have um you can have action you can have playbooks to help resolve issues as well so if it's matching certain conditions then playbooks will will pop up and you can help your agents execute against those playbooks uh Aaron is it possible to change the default landing page to details into the Grandview oh yeah that's uh yeah we've got the balance of that yep you can definitely change that um but it would take the configuration okay so I didn't show you this this is if I was logged in as an as an operator role so it was operating logging in a different role um would have other other functions so one of them would be if I was the operator I would say this this this operator workspace view where you can kind of see what was what the critical services are and how they're going oh within there so if I was an operator I would also have a view to the alerts that are coming in if you've got those alerts coming in um yeah and you'll be able to see you know the metrics for the according to those other alerts as well so this is what I was talking about um playbooks as well so playbooks is integrated in there so if there's uh it doesn't have to be in alerts it can be on on various um parts of the service operations workspace but if there's there's a matching Playbook you can also have that pop up and you can have automated actions in there to to run remediation as well so think about something like um executing a script to you know kill the service or something you could you could potentially have that uh Powershell integration um to run that on the end user's laptop for example okay so let's get to how we're getting started so we can click time check yep so how to get started so there's no real yeah I mean we do have an implementation uh sequence recommendation there so there's a link down the bottom there um you'll you'll you'll get this in the slide so you'll be able to click that and see what the recommendation recommended sequences but there's really is no right sequence it kind of depends on where you're coming from um and depending on you know what products you own and what the outcomes you're looking for so but what we do suggest is you know for for a Chromebook run perspective you you should probably have incident problem knowledge uh walk up catalog some parts of the csdm done Discovery as well which will give you like we said before some of the the uh more in-depth troubleshooting capability and and service connectors as well to to bring in more information so that's kind of what we say is the the sort of foundation you want to get there and then you can certainly from there add things like virtual Asian predictive intelligence for for Incident Management or other predictive intelligence modules you know the MS teams integration uh there's some item staff helpful analytics and event management that you can bring in as well so all that helps to bring all those teams together by giving sharing more information across the teams and then our our um our Enterprise well our Enterprise skus Workforce optimization um that gets broadly into the service operations as well as well as coaching that also helps with with coaching your teams and that gets broadly in the spot as you saw so that sort of um in terms of the implementation sequence what capabilities that's sort of what we recommend but yeah like I said like I said it does really depend on what you have in place what you own and once you're trying to get out of it so there is a guided setup so if you're if you're looking at setting up service operations workspace definitely go through the guided setup that will sort of give you a checklist of things to make sure that you've already configured all right um so now that you know a little bit more let's see if uh what you're going to do next second Paul okay we've got 12 people that have responded like that 13. oh I just end the poll here let's share the results so most of you look like you're gonna get started in the next three months or so that's great some people looking a little bit further to get started on them of God one person saying they need more info not yet ready to move so feel free to um you know when you do your survey leave that leave us your details and we'll get someone to get back to you to give you more info there's one person saying it doesn't meet their needs um so I'm happy to happy to take feedback on you know what is it that that doesn't meet your needs either you can do it through the survey or if you want to type into the chat or you can or come off mute be happy to discuss that as well all right let's keep going so Gotham has a question when we click on agent assist can we contact the primary contacts primary point of contacts via A team's call only point of contact for a team's call um yeah it won't be under agent assist so here so if you have experts on call foreign really well for me so if you have experts on call you'll see you'll see the contacts here on who you can contact and you'll be able to you'll be able to call them from from this experts on call so it will be on that panel but it won't be on uh where you were looking for no I seem to have lost my deck where is it nope sorry guys give it one second oh resource yep that's what we're up to not sure if you answer this question that's a question in the Q a is that Matrix in for real-time data the metric that we have is a metric into a real-time data the metric info is um so yeah you are able to click get latest metrics so when you click that it'll execute the integration and bring in the metrics so yes it can be real time and there is a refresh option as well so we can refresh yeah the clicking refresh will will get the latest metrics I just don't know why mine's going around in the circle at the moment not right okay [Music] um all right getting back to resources so yeah so there's a success pack we'll now create um that that gives you the you know a lot of great material there on the implementation um so that those success packs are put together by our expert Services teams um so you know there's a lot of experience that goes into those decks to help customers and partners Implement um so that's always a great resource and you can find lots of stuff on now create process guides things like that it's all there so that's a that's a great resource to look at if you haven't ever seen that uh there's product documentation so there's it is you know we do have separate documentation for the it7 and item bit so they're separate modules you don't need to install them both it just depends on um you know your entitlement and and what you use but you can just either install the itsm1 or the item one so there's some videos there as well planning your deployment and and also some some better Demos in what I've done today so you can click on those and see those as well all right thank you so much for your time everyone I hope um it was informative