so what I do today is give you some updates on generative AI and and also give you all of the material so that you can present it and talk about it yourselves so if you're a platform owner or you're somebody that needs to communicate in your organization you should get a lot of of good uh good ideas out of here and good content as well at the end on open up to a little round table it's I'm going to kick pick around something that I've been working on it's a little bit more technical but it's about the throughput of a transaction so when we switch gears and we come off the AI stuff if you you're not interested in that full technical path of a transaction through servicenow then um you might want to drop off but I want to ask some opinions I don't know if everybody's aware of not but there's about 15 or 20 different rules engines the transaction goes through when it when you submit something from a form and servicenow so I wanted to set up a little demonstration and maybe a topic on that going forward but I wanted to get some opinions on it before I start building out any material let me admit these last few people and so let's go ahead and get started the I always do a little bit of intro in the beginning for those of you that haven't been here before out on the Forum you'll see uh I have the zoom registration which I imagine that most you found because that was the only way to get in today other times what I'll do is I'll have a list of people and I'll send them the invite out with the agenda on it so sometimes you might see two invites on your calendar and I haven't been around able to get around that you'll see an invite that's from the zoom registration and other invite that's from me that gives more more color on the topics for the day we have a forum home page so the the information I'm going to share with you today along with the video from this recording will be posted on that that uh Forum page so you can go here and get all the information plus whatever we do during the whatever we do during the the meetings the bi-weekly meetings we'll also have this video on a YouTube playlist and then there's a shared instance that I have that we we can get on as well so I give everybody in this group an admin login to that instance and we're going to talk about some things that I want to do on there over the next few weeks uh specifically with this AI piece so what we're here for is really to help everybody along the way with their digital transformation so as people come here a lot of what they're looking at is how do we use the servicenow platform to do that and we try to share as much as possible today I'm going to share some content with you to help you tell the AI story for the platform a little bit better our architecture teams are the hosts for this um one of many Architects that come on the call over the last few weeks you heard from a couple of my teammates that brought some others on the call so last week Martin spoke and they talked about value streams so we do this in bi-weekly meetings and it's also the time the way that we we engage are on these bi-weekly meetings but sometimes we'll do like a workshop or something special for knowledge we've done those in the past as well so the group's been together since 2017 and all together I have about a thousand people on the list when I send those invites out so today because I did not share the agenda early if you're not interested in this topic most people are it's been a lot of my presentations I've been doing lately and a lot of my customer meetings they all AI is the elephant in the room what are we doing with AI how do we get there and I know you guys have been seeing a lot of this but today what I want to do is like I said instead of just going through it I want to go through and um give you the material that you can use so what I did is I created a share link and you'll see like this link on the top is the demo and I'm going to go ahead and play this demo just to kind of warm you up to what's going on with AI in the most recent release and then like I said when I give you this deck you'll have the links to all this so you can deliver this message yourselves in your own organizations I think I got everybody in the room let me go ahead and play this video for us and it's only a minute long but it'll give you an idea of some of the work that's happening and it's I think it's a really good summary of everything in one spot so you'll see I have two items in here I'm going to give you the deck and and then you're going to get the video too and what I could do is I can paste this link in here so you don't have to wait for me to post a video I'm going to paste this in the chat right now all right you guys hear that now assist is servicenow's generative AI you can hear it yep okay great experience tailored to me the needs of our customers and users now assist is servicenow's generative AI experience tailored to me the needs of our customers and users now assist is incorporated into servicenow the intelligent platform for end-to-end digital transformation accelerating productivity increasing agility and transforming experiences it makes developers and admins more efficient improving time to value and it makes customers agents and employees more productive with personalized efficient experiences and it enables everybody to deliver value on the platform through no code experiences using natural human language now let's show you what that all actually means it means customers can self-serve and utilize AI right in the moment when it's best for them now assist generates a more personalized result with an intelligent understanding of their problems giving relevant answers and improved recommendations knowledge is synthesized for faster support and now assist Powers agents with greater Effectiveness by summarizing interactions generating articles and recommending Solutions and generative AI helps developers build custom apps faster with little coding experience meaning people with any level of expertise can write a command that now assist instantly translates into usable code all with easy ways to integrate any external application data source or document using the right automation technology for the right task with now assist on the servicenow platform businesses have a powerful unmatched experience for saying yes to the world of work all right so that's one video that you'll have in your content it's about you know a minute and a half long so it's a good one to share if people are asking you questions is servicenows Gen so that's the first link that's going to be in here the next thing if you need to talk through it instead of going through and giving somebody the video uh this is a good deck I've been using this deck to talk through it but it's instead of going through I usually take a few slides out because there's a lot of slides in here but I'll give you the whole deck and you could determine what's useful for your conversations so if you go to the generative AI first call Deck it will take you through and I'll show you some of the ones that I I speak to and on the platform it gives you a good idea just for people who haven't been on the platform before so the thing that I the main things that I point out here there's we support the customers sometimes we do sometimes we don't we know some of you use other platforms for serving customers and the same with employees the technology workflows is where almost everybody on this call has some footprint and then the Creator workflows or anything you build custom so as we go through here the the like I said this is more of a marketing slide so you can decide whether you want to use this or not but it's a way that you can go ahead and explain the platform in general and then where a lot of the AI sits on the right hand side and the other one I like to use a lot is this one because what this talks about is you know service now runs one app in their data centers the servicenow platform but we do buy other Technologies and throughout the years we purchased a lot of different AI technologies that do things from machine learning to natural language understanding and then what you'll see is once that acquisition happens you don't see that for a while because it shows up in the platform a year and a half two years later once we re-platform the technology so we don't spin up a bunch of different Platforms in our data centers we incorporate it into the platform and then make those AI features available through the different features on the platform so a lot of these things that you're using in in like the nlu piece you might not even see that and people don't realize that the beauty of AI a lot of times when you're using AI is that you don't see it you don't know you're using AI so if we're doing things like nlu because We're translating in a chatbot we're acting like a human in a chatbot by talking real English back to the people and it's the same thing if you're looking at some of the information even back all the way to the beginning when we're training models right so this is the one where you can take a bunch of cases or incidents whatever tasks they are you dump them into a model and it will build these these routing algorithms for you so they can tell you how to get there so what it could do is basically do the routing of the ticket in a Smart Way based on a confidence level from past routing of tickets and so there's all these other pieces in there that are you know that are AI that are under the covers in servicenow and some of you may be using it so sometimes if you're communicating this and people are really pressing you because a lot of the platform owners and Architects are getting hit hey when I get AI when are we going to get AI so a lot of it might just be in the communication like you're already using AI you're using AI search right in inside of the portal so a lot of this might just be awareness if you're getting pressure and getting asked to use it it might just be showing people where you're using it and making it clear to them that you know there is AI underneath all this stuff here it's going to go through and give you some information about where the AI Technologies are being used and then some of the outcomes that we expect from that technology usage it's again again you're going to pick a few of these that you're comfortable with if you have to communicate this internally yourselves so the three things we have in common when we apply the generative AI to certain use cases is we're looking to improve the experience we're looking to make people more productive and then also more responsive as things are changing being able to respond quicker to that change so that's the real big driver behind all the generative AI that we're putting into the the product today right let me pull this up I'm going to I want to get back to you so what we'll do here is the um I like the part here where we give the case summarization so how does a developer use it how does it admin how does a customer agent employee all the way through tying back to that top platform slide all those workflows across the top this is telling you how they use that different AI to go ahead and contribute okay so here what it's going to do and you can go a little slower here than the video the video goes a minute and a half so it's pretty quick so I found people pausing it a lot but what you can do is go through step by step here and then say in Vancouver what you can do with a case is with the plugin for AI what you can do is you can get certain information in your activity stream so you can have recommended actions where we're summarizing that so there's different pieces that will come up and this is a good reason to move to agent workspace if you haven't done so already because this is these were a lot of the features will be integrated okay so that's more on that for those of you using customer service management that's a big piece of where that'll come in I haven't seen it too I don't think it has it in here but I haven't seen where the you can generate the closure notes so when you close the ticket you can use the AI statement to close the ticket you probably got to read through it make sure it's not too crazy but um you can go ahead and do that okay the conversational part here so this is more of the the customer interaction so a lot of what we're doing here if you did if you use Virtual agent before you didn't really have a response that was more of a human response what it did is it said here's a catalog item that might help you here's a knowledge article that might help you now what it does when you have now assist it's going to go ahead and generate a response that's more human-like so that we we're not just spitting out a bunch of search results so it's kind of like summarizing in the search engine results if you would on on Google or Bing like they're doing with the generative AI this is the same thing we're doing here as they're searching for things through the virtual agent now this one is popping up this a virtual agent on another non-surfacenow page so this is using something called the the messenger notification messenger it's basically a wrapper for the chatbot that lets it run in those different pages so if people might ask you like hey I only saw our chat bot on our servicenow portal well that's that's another feature that would be there that you can actually put it on other Pages we have a couple good examples of that too I work in state local government and I've seen a couple of the different government organizations now that have on some of their District Pages they'll have a little virtual agent icon in the lower right hand corner and then Disney plus uses it as well that that that notification messenger which is the wrapper for the virtual agent right on the content creation front um we've heard of people writing knowledge articles at least getting their knowledge articles started there was a story the other day about somebody wrote a hundred knowledge articles I don't think I could say who it is but I don't know if we're allowed to say that yet but but people are using it to create content and um and actually put that out on their knowledge base so content creation is another big use case text to code so if you have the plugin there's some ways that you could put it in and we'll start generating code I personally use this myself so I could tell that story I use this to generate some I was looking to embed an esri map and esri is a GIS company but how do you actually put a map inside of a a widget and I was able to get some feedback on how to embed that with using the esri JavaScript libraries so it's really good to do some of that code generation at least to get you started from what I understand you guys will have to try this out but from what I understand it's going to recognize if you're in the if you're in the server side of the client side right so certain libraries will make sense depending on whether you're writing client-side script or server side Scripts so I'm not sure if that context is there yet but that'll be something maybe we could talk about on another meeting the generative AI controller this is one of the the things you'll be able to find on the store now available with Vancouver so you'll be able to connect it to the open AI sources so that you can start using it inside of your workflows and I think there's some some pretty good notes on the bottom of these slides too so you can hear you can see the talk tracks that are underneath there and I I know you're all being pushed and I've been my last three customers I've I've been to have been being pushed by their customers that use the platform to tell me what you're doing for AI right so that's what I figured I'd arm everybody here with is you know not the specific story where I'm demoing it to you but where I'm showing it to you so that you can reuse it you can pull it down and tell that story yourself and that's a lot of times in the Forum what people get out of this is they get a few good slides a few good things to talk about to think about and hopefully something that's relevant to a project you're working on and so those are the few things from AI that I'll give you to communicate the message the other thing I wanted to put in it you may have seen this bits and pieces but I want to put it in all in one spot for you today so the other thing is if you go in the store a lot of those pieces that I showed you are now available and I think some of them are only Vancouver so you'll have to be on Vancouver so you have to get like a a little Dev instance or if you're on pre-prod on Vancouver right you can install these there so that main link will bring you um actually let me go back to that I didn't I didn't put these in that other link these are separate links to the store so if you go to the main one it's just a search on generative AI in the store so what it'll do is it'll give you everything on the one page so this is the the AI controller that was in that slide and then a lot of the stuff that was being shown in cases will be in CSM and then incidents for itsm and then HR has their own piece so they all leverage that AI connection to bring in the features and functions into those different areas there any questions on that as surprised anybody or is this stuff you've been seeing a lot I have a question what's the text to code what plug-in is that the text to code I believe is going to be on the generative AI controller but I'm not 100 sure I haven't installed any of this myself I think some of this I'm going to work on for next time installing this on that Central instance but um can you uh click on the analysis ID says that part of the platform is that something subscription this one here request app okay so you gotta request it yep you got to pull it down from the store they're not in Vancouver yet so any other questions no this was good thank you for that I will tell you guys I mean this is just at his two cents on the planet the pieces that are in the store and then the pieces that are in the releases especially because you guys know I do a lot of SPM it's getting confusing and then there's standard and professional and I went to install you know like the planning workspace but it's it was bringing in the gold framework and that's not eligible and it's like what is going on somebody has to get some peace on this it's a little Mayhem when they try to get all these things in and that's why I thought I'd put some of this together for you guys today um at least will contain chunks the generative part right this is that's why I'm saying we appreciate you on this for my pleasure we we got to sort it out too so I figured I might be a little bit ahead of you guys any other questions any other thing I can answer like I said I'm going to give you that link so you can get there right away I'll drop that in right now and then and then you know later when you get the deck in the video you can go ahead and run through that again all right so this is the one yes when I give you this link in the chat you'll basically have the link to those two items you'll have the deck and then the video and you can download the deck if you want to put that in there you might need that this afternoon and then not wanting to wait for me till next week okay and we will be a little short today but I wanted to talk about one other piece that I've been wanting to do this for a while and um and one I want to get your feedback especially on the technical front and two I want to talk a little bit more about um about how we approach this all right so this is a big shift from AI I think the AI story will come back into this at some point because what we're talking about is now the flow of of a transaction as it comes into servicenow and what I've been wanting to do for a while because there's so much that happens if you ever turned on debug and you submit a form or you do something like that you see just tons of information on there so what I want to do is I want to take a look at what's actually happening and maybe make a form make something I can submit into a table in our in our Dev instance that hits every single that triggers every single engine along the way as it's being processed so what I'm talking about here and I just started to rough it together and I'm struggling a little bit with what to call these or how to call them but when you first intake information there's client-side things that you can do that would be executing rules so like a UI policy in a catalog item right that's executing a rule that can determine that this person could submit or not submit or we're going to show Extra Fields so the UI policies and then the client scripts can do the same thing so one of the things we're working on a lot in the government area is the eligibility determination we want to see if somebody's somebody's eligible for for getting like a housing assistance or a rental assistance that was given out or or even food assistance so a lot of times if we want to look at that we we jump right away and we say hey we can do that in the workflow we can determine eligibility but that's a pain in the neck right you don't want to let somebody come all the way through into submitting this huge form and then at the end you tell them you're not eligible so what you can do is based on rules and policies up here you can you can execute a rule that says that you're not eligible and and stops you from submitting the rest of the form and there's even some back and forth where the logic inside of Ajax calls so you can call back to the server and you can look for a bunch of things and in that Ajax call you can determine you can execute logic in there as well so in a sense that's a rules engine and that's really what I'm looking at here is where are all the rules engines that can affect the path of a transaction now when you get to the database this is crazy I never knew so many things were happening along the way and and each of these are executing rules that are coming through so there's you know from the data policy the escalation engine to normalizing the fields so that you're basically changing the data in the field as you do through normalization and then all the way at the end right we're looking at the the workflow engine I got that in there twice because I just put this together uh but all the way at the end you're looking at that the workflow engine and then the business rules so these things are executing in this order but a lot of times when we're building I think we're just thinking here everybody's jumping to here right away and you know when does it make sense to use these other things that happen Downstream of the workflow before the workflow starts so I was looking to do is put a presentation together and uh some of you that some of the master Architects that might be on might have seen this and be very familiar with it and know that you know along the way that certain things get used and certain things don't but I want to make it really clear on how these things happen and um and how they're useful along the way and once you get into the other side I'm even debating a little bit on are these are these executing rules um playbooks and guided decisions are something that the agents now have available and and it's instructing them on on what to do so it's sort of it's sort of a rule but it sort of isn't so kind of wondering like right now if I if I were to do a presentation on this and you guys are all looking at it for the first time a would it be useful to understand this and then B what would you think of this as like a I went back and forth between rules engines and transaction processing and end-to-end transaction flow or not only make sense if you have the use case aligned to it and use cases align to each demonstration whose face are you trying to solve I think what I'm trying to it's an awareness thing here so I could apply use cases to that right it's more of an awareness to if you're building an eligibility case like I just did one for a state where they were determining if if somebody is eligible for in-house home care for an elderly person and they would if they're eligible they were determining like who were the closest providers to them so along the way you'd kick a lot of things off here but I want to just say in general like what type of rules are available to you and then where you where should you define them right I was thinking the same thing Lou so John it just so happens I understand that use case uh end to end so wouldn't you start so the use case would really be built into the Playbook and then within the Playbook would be your intake form your database and all the rest of it because you you want whoever is asking the questions to be able to follow the Playbook otherwise why have it well yeah in the beginning too there's a lot of things that have like we had power of attorney in the middle of it and all that other stuff uh but the Playbook at the end is when the agent starts when when it's submitted right right but the the power of attorney and all those Advanced directives from the financial and health side are already or should be already within their file before you even determine the services that you're going to provide at home and if it's not you got to go do that first so maybe part of that use case is that foundational information because it doesn't do any good to start down the file to I mean start down the path to decide you know what you can do at home if those base pieces aren't in play because then you're just juggling things along the way right and that's where I would I would determine that up here instead of waiting until they submit the form and it gets back here correct so that when you go in if that information is not there you would you know give them the message I first need your you know Healthcare directive whether or not you need the financial directive is it another thing too and another piece of this this is by the way on this particular use case because it's Healthcare if they're using epic there's a lot of things in Epic on Advanced directives that can be filled out from the member side and you can go ahead and do that and if you want reach out to me and I'll I'll pull you through that but like I have it I mean yeah we finished that one already so we're so we moved on from that one but I wanted in general just use this as an education so that use case I think could be a good one because I did a few immigrations there I did uh I did an esri integration to look up nearby providers and yeah and then that was Advanced Directive lookups and things like that and then also who's the caseworker in that area because they were external caseworkers no that is a really good one because if if you haven't gone through this yet with your parents well we will eventually at some point go through it with ourselves so this is one that people can relate to yeah uh what other use cases would be good here if I if I did do this so I'm thinking like as I come in for some cases there'd probably be I like this one a lot because a lot of people wait till they get to the workflow to start assigning things uh and a lot of people forget about these assignment rules that are in there too or the data policy engine to hide pii data right like all these things happen along the way can you guys think of any other good use cases that determine that I know the one that we do sometimes equipment loaner program that one's interesting because um yeah the check in check out might hit some of these and then depending on the type of equipment it might go to a different spot Justin Ham doesn't ham cover that already you're just augmenting what hand provides out of the ox um it does have the equipment checkout but I don't know if it has I don't know where it's executing things along the way so I'm trying to see things maybe it is just eligibility that I I do there maybe that's the big use case for all these different layers of rules is is that area trying to think of other things though that are outside of healthcare outside government equipment sorry about it no no I was going to say on that equipment loaner program would that also be inclusive in HR because as you're onboarding new employees yeah so I can do yeah I can do HR with all the different departments because here it'd be pretty obvious because those would be separate request items and those would probably go directly to the people but it might be HR specific to a department and you can say look if they're in this department then it's a different different fulfillment path so the assignment rules might help out there right because a developer may get a different package than someone in marketing yep and what about we're going to say something well I I mean I think there's all kinds of use cases to leverage these capabilities based on some of the shortfalls of some of the other products that are in service now just the software asset management and the APM technical reference model and keeping that stuff all up to date and sync with the box with the out of the box capabilities they don't quite they're the team I'm sure is working on improvements all the time but until those improvements you know hit Main Street there might be opportunities to leverage some of this to improve the efficiencies of managing you know software Asset Management Hardware asset management and relationship to itsm and specifically the interaction with employee Center where users through virtual agent ask for certain things and then the system's smart enough to understand what they have assigned to them and what to recommend and all that because everything that happens on the front end then ends up having to touch a record or update a record or do something with the record on the back end and I'm thinking about a use case that we had and I said we should script that um and we're looking at your Sam data and then you said um yeah go ahead and do it but I forget what it was but I think it might have been looking up the discovery models for certain things well you know the depending on how much is in your CD CDP if you're talking about tens of millions of uh CIS and and you have hundreds and hundreds of thousands of products and you're using the Content Library management system there are a lot of pieces and parts to put together all stemming from the product right you're always about the digital product it's that's the that's the basic building block and you know in the case of Sam the product essentially it's the software model the model software Associates to the Discovery Model that has the installed instance then you have the life cycle you know all of that that's what I could take a shot at here then like if I what I'm thinking is I'm going to do like a timeline and um working towards like this presenting this in this group right that's what I'm looking to do eventually um and then on the timeline we can say here that we have hey there's catalog UI policies here there's catalog client scripts here there's an approval engine here there's the work like all laying these on a timeline so you can see each one executes a set of rules and then maybe giving like five different use cases and say hey this use case one hit this one that one and this one right so so this way people can understand when you would use certain types of rules along the way yeah that makes sense so I think that could communicate this well so selfishly I'm trying to understand every one of these better as well so this will help me but I think I can also for some of those more complex use cases like eligibility engines I think a lot of this will come in into play as we go through it hey John can I tie it one more piece back to that yeah definitely even above that it's almost back to you because we just did the value streams a couple weeks ago if you went from value stream to Value stage and then how the business capabilities map back up to the value stages then when you start to do the business processes then each of the business processes would then align to each of the pieces that you're talking about here because then you have the whole flow from truly top to bottom and end to end yeah because these are kind of capabilities along the way to assigning things okay yeah yeah and they're within the products in the way and you're going from value stream to Value stage and then how the business capabilities met back that was what I was trying to get to last week because we still got a a bit of a gap there and we've we've got to get that sewed up otherwise we're going to go from we're going to assume that you go from value stream to servicenow doesn't call a value stage what do they call it something in there and then we went straight to business process we're missing that backward compatibility from business capability back to the value streams yeah we'll get there but this will also help tie everything in because like I said then you can see from top to bottom all the way down that way when a new idea comes in or a new use case scenario comes in you can immediately map it you're like okay do we have this business capability already if we do what business application is it and then what engines do we use for that application and those capabilities yeah and I did do some preliminary ones like you can still manually link those capabilities some of that work I did here where you can um Stop The annotation you can you can take and go like this where and I'll get off this real quick I know we're diverting a little bit right but on here if I have so here's the value streaming processes which are basically the value stream stages right yep and then what you can do here is you can have the value stream stage which is a business process which I'm not crazy about but so this business process request asset a a is is the stage one and then here what you can do is you can link capabilities to that just like you can link other processes right and I think that's about as good as it gets right now yeah I'm wondering what to use because like in togaf right they use um they use enables yeah so that capability enables that stage and usually there's multiple capabilities enabling one stage uh but the closest I can get with what's out of the box is the use bias yep agreed all right so so on this I like the value stream stage the other thing I'm thinking about as we go across is um like where does AI come in here so is AI is AI able to do anything to automate this flow as we go through from intake to I think it's it's helping the agent but it's not really executing rules or anything like that it's it's executing a large language model right but is that actually doing something and then and then also the machine learning piece comes in too like machine learning can definitely assign things right so AI comes into this process as it comes through it can touch it all along the ways so large language models machine learning I don't know if nlu would do any of the field normalization but it gets really complicated as you look at where where I can potentially use these new technologies in this processing path right that helps me out work things so I I like the use case idea because if I'm just talking about all these and what they do individually it's just theoretical but so until we apply something real to it and find those use cases it's not going to make a lot of sense all right I think that's all I had for today the only other thing I want to bring up does anybody have anything that they want to bring up for other topics because we're struggling right now to to get things out that are relevant for um for other topics a bunch of people keep saying AI we might have one on AI guard rails has been one suggestion like how do I make sure that all this stuff I'm doing isn't isn't putting my data out to the public space there's some good videos on that uh where a couple a couple people talked about what they did with the guardrails and how they use them in service now but there's there's a lot of curiosity there as well anybody else have any other topics I do I mean we're thinking at the same time Lou right you go you go Anna so one of the things that we've done over the weeks and months we're always we topics I think it's time that you know just like in that slide that you had for the the government that we start putting together some of these use cases and maybe okay so the summary in the beginning of the meeting is you know here's a summary of the things we discussed now let's see what it looks like in service now because we've we've talked about a lot of components but we've yet to tie them all together and they absolutely tied together and I think it's in those examples of understanding that we're able to say oh okay that's where I'm going to use that he um and you can actually use your one of the examples could be your home health one that's actually a pretty good one okay you know here are the pieces of it so so you're saying more like use cases mixed with Demos in in your world in real world because what we're getting we're getting Theory and borderline on here's how it would go but unless you understand the the business side of that there would be no way to put it end to end together and a lot of people are in different departments they understand one piece of it okay that's fine but how does it truly flow end to end yeah especially like it just said back to your home health example from a home health perspective like how did we even get you know persons in the hospital blah blah blah blah they get home health for three days a week blah blah blah blah blah you know what would be an SPM use case that would be practical to be honest the how about the upgrade of service now okay servicenow upgrade could be a SPM use case right it's got to come in as an idea yeah you have to decide you know bring it through does the business want to do it of course they do and they may not want to do that upgrade they may want to skip a lot of people I know a lot of companies that do not do the upgrade every release they do every other and so if it is that time to get approved then it would go into demand you would take a look at create the resource plans for the effort on it determine if you need any additional licensing so there's the additional cost plans so that you can get the cost go get your funding uh create the project lay in your template finish building it out basically that's a really good use case and everybody understands that and the nice thing about this one there's also documentation that's associated with each of those steps up and now create and then so after execution um including your agile stuff so you've got that integration of agile into projects so your stories are going to go into the agile piece which will integrate up into the project and your project tasks are going to stay in the project task and then when it's time to go to production this is maybe people know this or not there's actually a way to raise your Change Control within the project so then you go get your change approved and you know your window and you're off and going on got it yeah another idea that we can do too yeah yep yeah yeah this is the one that I'm working on right now I think we can do I think it's pretty close to being ready where we can do like here we talk about you offer a shared service and then somebody requests the shared service and then you pass it over to the factory to get built and then they're able to provide that that shared service back so it's kind of the interaction across portfolios and but at the at the end it should create like they're asking for pay citation and then it says hey I have this constituent request that'll get you 80 of the way there pass it to the build team they get you the other 20 of the way there and now you have a new business service or service offering um in the constituent service area called pay citation so there's a path there where we go from the catalog request and then we turn that if that's approved we turn it into the demand and then that demand gets processed through either an agile or waterfall and then gets put back into a new catalog item where the csdm's created for this as well where you have paste citation so that could be another kind of path along the way of with a shared service example that tooth we're like itsm like so my customers have their own itsm on their own instance but then they have like 20 clients using itsm 20 different teams that are using it right that are kind of consumers of the itsm services they're just not as explicit as this is it doesn't it just happens right that they drop them in they don't really say hey this is itsm for Department X um they don't really call it out as a specific thing John this is Tina I have two asks one of them might not be this forum but one thing I think that would be helpful is for the csdm model to see servicenow as an application drawn out in that let's make it a use case how would you how would you implement servicenow using the csdm model so because I've seen like the capabilities I've seen those done as application Services I've seen them done as products what's the recommended Direction and if you take servicenow in its capabilities and and show how that looks in the csdm model it's a really good concrete example that everybody can relate to I like that one I'll second that yeah yeah like is it platform host is servicenow the platform host and then the individual applications and modules you know business applications against the platform host so yes and then how does it flow from there and this one's interesting because it's um it's going to be different for everybody but it shouldn't be sorry it absolutely should be yeah it's not the service now I don't think it should be for service now it should be for service now it should it's going to be different because like there's some teams right where you'll have the service now uh you'll have the offerings and let's say you offer like constituent case like I just had so constituent case depends on the servicenow application service but if the if they're they're not going to the servicenow team they're going to the CSM team then you have a different application service called CSM right so you're you have to model your support Trail in order to build those groups out so that's why it's going to be different more than one there may be more than one example but it would really help especially if you're early in your journey because it becomes more like a light bulb oh that's the best way to do this yeah so yeah so this way you can see the moving Parts I think that's a really good one no you you could but if we take let's just take service now somewhere around servicenow there should be a business capability map for the entire organization not one not many one so within that business capability map that then Maps back to the value streams by the time we get down to the the csdm service related it would be within the business capabilities of customer service if it was some other one but I I when we say implementing servicenow using the csdm model I would want to start at the highest level on what is the business capability map for servicenow and we have that in a deck there is a deck it's like it's like 600 slides but it's at least there so this would really be the end-to-end mapping of servicenow which if you think about it should in theory exist because you guys have been building products forever yeah and we've had some we've had a couple people actually do this in these meetings but we we probably need to rerun it uh so if you go back and you look at um common service data model trials and tribulations uh they modeled that out a few times and uh and marked it at once too where he talked about the differences in hey if you have a support group split up like this then your application Services change and the nesting of those Services changes so it's it's mostly at that application um service layer that that the model changes right and my my second ask may not be a form specific thing but if you were trying to get the business capabilities together that then when you go in and take a look at your business applications and you do the association of business application to business capability it would be amazing to see what that looks like with servicenow and it should be one model yeah right Pina is that kind of what you were referring to that's what I was thinking yes yeah yeah absolutely anybody else on that one I know I'm just like absolutely I'm having the same challenge we're trying to map this out because we're fighting about product ownership and process owners and all that stuff and not having this diagrammed out is making that big challenge so yeah it's a bit like and I'm not real in a nice way of course I'm not real flexible in allowing the customer to go off the guardrails because I know once we get it implemented where we can get in the business capabilities and if they if they don't have a business capability map we'll start with the business architecture Guild I'll make sure they have a membership so that we can you know legally use it and we use it as a base and then we go in because I like how they have the three tiers you know support core and the Strategic and we'll start there get that in load in all the business applications and start the mapping even if it's at level one I don't need to go down to two and three I just need to start someplace and then get them happy and say okay let's test this model at then I test out here so then we can shake it then we're good yeah we're losing a little bit yeah okay John my second ask isn't necessarily a forum topic but there's an overwhelming amount of stuff that comes out in the store now which is a good thing but they're great to get like a high level view of this is what's in the August release across everything because there is no singles there is no single source to go to that right now and it's really hard to keep up I would love to have an index of what's coming out in the August release for example and the November release and and be able to see that kind of a road map so yes I'd like to know that myself I wonder if we get somebody from the store team right and how do we tie that back to the regular releases because what the comment I made earlier it's getting trying to install SPM in this little components now I just um you know I finally got a list together I was like okay we do this first it's like do knock them outside of this list go one two three four five otherwise it won't install right yeah yeah but it's it's across capabilities because I'm I'm actually because I'm on the pack for SPM I'm pretty tapped into what's going on there but it's all the other capabilities and even just knowing which things I my stakeholders are asking for this and so I'm asking service now for this show me a road map of what's coming at the top level and then I can go dig into the things I want to know more about are they in the release notes the store stuff or is not in the release notes either do you know that I don't know I I asked Lynn my account manager for the same thing I'd like release notes on what's coming I'd like to happen to find it in the store and then look at the little bit of release notes on the bottom of the store right yeah and I I'd like to see it overall I don't want to have to go chase each capability because I get this information from SPM you know I go to the SPM forums so I get I know what's coming in for SPM but I don't know for all the other capabilities and I just don't have the bandwidth to chase every single thing every single capability to know that and be able to present it to my stakeholders and is this just for the servicenow stuff not even thinking about the partners this is just the servicenow stuff okay hey John and this could also flow back in her initial request that you have on 50. so if you think about it if we go with our business capabilities maybe the release notes has a section that summarizes the business capabilities and here are the release notes and changes for those business capabilities because we've already started talking about business capabilities we should all just stay there and not come up with another naming of something to just get everybody confused yeah yeah business capabilities well that's the fly stage right that's the last stage the way that we determine it so a lot of people are following that Playbook too they are and you know I try to get them there earlier yeah because you have to define the business capability yeah the problem with the business capabilities is a lot of people don't know what they are so you put them in a table beginning but yeah that's the problem I'm having right is you have to explain what the business capabilities are before you can start using them to everybody then it's kind of a moot point right well and you know what I end up doing I don't even introduce the business capability model I go into what do you do and I have them explain it from their business side and then I map it to the business capability because you're right so by the time we get down to the fly stage it's already mapped and they're like oh it Maps yeah if you tried to start them off in the very beginning with business capabilities they're going to look at you while I go what are you talking about yeah yeah it kind of worked all right um some of these two the the structure of this group that we're trying to keep is is um five minutes in the beginning five minutes five minutes in the beginning to kind of do my little kick off and let new people know what the group is and kind of introduce the agenda and then we're trying to do 25 minutes of customer content practicality and then 25 minutes of theory like a servicenow kind of this is our demo this is how it should be used and then somebody actually showing it that's the ideal structure we haven't been able to get there with all these meetings but I think with some of these topics we might be able to get there like how do you have find somebody who thinks they have servicenow done really well today and have them speak about that for 25 minutes and then come in and give some different alternatives on the model because um a lot of people just hearing how they got to the model they have is really interesting depending on how their support organization set up so I appreciate that scripture John I've kind of taken that as an invitation to be five minutes late yeah if you don't need to hear that intro in the beginning anymore I've heard it enough times yeah I'm trying to shorten that even more so no it's okay it's not a bad thing because you get new people all the time but yeah yeah and John on the SPM use case I know a few people on the call if they're getting ready if they're planning the Vancouver upgrade we can use them as a customer and I can actually go through the happy path that takes like what two minutes and then we can apply it to their upgrade and walk through what they're planning to do so that everybody can see that okay and I I don't I won't put them on blast but there is a person on that I've known for a very long time and so if they're going to do the Vancouver upgrade I'll I'll reach out I'll find someone yeah okay cool and we'll put a date on that once you um and we'll get that in details and we'll make sure Vancouver's out and refer past the first patch release we all know that one right yeah let's say you're uh yeah I'm not taking the first release out of Vancouver no no oh no but I put it out there I did so so we'll go we'll go uh Vancouver plus one patch got it but even if it's in one of your you know non-pod environments but I still wait Vancouver plus one patch good deal this helps a lot so I I do have to run for another call but thanks for all the feedback today that's really helpful and um and I'll get that AI stuff over to you guys so you can start using it great okay thanks everybody thanks John bye