right let's go ahead and get started Welcome to our Digital Services Forum bi-weekly call today we're going to talk about crafting digital offerings using servicenow and this is I'm going to talk a lot today about product management so when we start to talk about I value digital product management I'll talk to you specifically about where I'm referring to it'll tie back to some of the things we've been talking about the last few meetings like the way that we're looking at portfolios and and developing those portfolios before I start I always like to welcome new members and I will take this link and post it in the meeting so if you want to get all the information about the group we have these four four points you need to know about the zoom meeting that you're on today the Forum home page and then also our YouTube playlist and then there's a link on a shared instance that we use I'll be demoing some of the stuff off the shared instance today I'll let you read through why we created this group if you're here for the first time if you could post your name inside of the um inside the chat that'd be great your name and where you're from but what we do is we get together and help people with the digital transformation and a lot of people are looking at servicenow as a primary platform for that so our main way to get information out to you is like on these bi-weekly calls and when you come here this is more of a forum so it's more of a collaboration of things uh don't expect to see like polished videos here or demos that we're doing on state-of-the-art stuff there's there's other places for that so here you might see some rough ideas or stuff that's being worked on in the field right now that's really the purpose of it to get together and just talk about the general thing about Service delivery right a general service delivery instead of specific Solutions or anything like that so today to jump right into the topic I want to talk about these these groups of things that we've been talking about so if you look on the bottom a lot of the last few meetings I talked about people buy technology they buy Enterprise applications which are the major investments in technology and then their big goal is to take that technology and get value from it so what they're trying to do is say how do we deliver services to our customers services and products how do we deliver services and products to our employees how do we create a better shared service component so we're not doing the same things over and over and over again what are those components that are worth sharing like if I need a server I don't say oh I'm going to do a product complaint I need to get a server that's already figured out in most organizations they go to it and they get a server and then it will turn around and also have the factory a lot of times and the factory is some people call it app Dev some people call it devops some people call it um some people call it CI CD right so whatever you're calling that function it's the place where we take these things and configure them and provide value so if we look at a cross Department workflow let's say today that there is an employee service running in the running service center on servicenow and then Department one has ipsm is today what we're going to talk about is how we develop this package so if they come in for itsm and there's Department two says Hey I want itsm like Department one has they'll come over to it and they'll say how do I get it service management it will in turn say let's configure it service management for Department two so what they'll do is they'll pass it on to the factory team and that factory team is going to build and configure what they need to so now the department two can have that service provided to them and so a lot of times what we do here this is kind of if you've seen demos from servicenow you hear them talk about the messy middle this is often a messy middle like I've gone into a lot of organizations recently and they'll have 20 or 30 teams using itsm and a lot of times they'll a good portion of them will have their own dashboards they'll have their own reporting they'll do all their own things and they treat each one as a separate deployment a lot of times even in itsm you can end up with this technical debt that you don't need to have so we're going to talk about today is what if we were to take inside of your organization if you're if you're doing this right inside of your organization you have an iot service management product manager okay and they're able to create a package and offer that package in your catalog to other departments so that they can come and get it we're going to talk about the process of doing that a lot of people have talked about that today but I want to talk about some of the the areas where we can really Elevate the value of the service so today instead of people saying hey in the central I.T we're hosting servicenow and you could come use servicenow now we're being more explicit we're saying hey you can come and we have service now and you can get it service management all right so that package that we're talking about creating and we're just using service management as an example because I figured everybody on this call would understand I.T service management most people have it and that's why I picked that as one of the um one of the services to share so what we want to talk about next is who do we have to enable like what who are the people if we're going to actually package this who are the people that we have to think about so in a lot of places I work mostly in state government the state government has a central I.T agency and so do a lot of different customers that we work with in the commercial space so what we're doing now is we're saying we have to enable this product manager to be able to go out and say hey this is what we do for IT service management this is what we can provide to you and what does that package look like so they're interested in the packaging do they have to do a chargeback for this because those other departments are now going to be you're going to be sharing itsm with those other departments once they create that package you need this liaison and um in some of the places I work they call them account managers where they go into the other departments and explain what central it offers sometimes they're called solution Engineers I just call them Department liaison so whatever you call those people that are out telling other departments that hey we could spin up a VM for you we could spin up a website for you we can give you a DNS entry we can provision your your onboard your new employees right so those people that are out there communicating what that Central I.T area has with that shared service function delivers that's I'm calling them the liaison this is the architect if somebody comes in and says hey I want to use your it service management I have to be able to provision that so the architect is going to be the one that actually does the design and helps with the provisioning and then at the end there's the developer so if we take if we take itsm and we create a package and we can we're able to get them 80 percent of the way there with that package the developer is there to configure or even write some code for that last 20 to make sure that department has what they're they actually need and so the concept of a product manager and the concept of all these people being involved in that product delivery is the big focus of today I'm going to talk through each one of these people and what we could potentially do with servicenow to enable this chain of people and so let's start with the product manager now today usually there's a a product manager a product owner and it's the servicenow product owner so if you don't have product managers for things like it service management or in my field it's constituent management if you don't have a product manager for that it all lands on the servicenow platform because they say hey servicenow can do something there right but now we're explicitly calling out that product manager and what they're able to do is they're able to come in and say how do I set pricing how do I determine what capabilities are going to be in my package so the service manager has this screen that we've been looking at in service now for a while which are all the servicenow capabilities that they could become familiar with right so a lot of times you're looking at Incident Management so they can or service I.T service management rather so in this package they could say I'm going to use Incident Management I'm going to use request management I'm going to use some of these things down here right but I'm not going to put everything in my product to begin with I'm thinking minimally viable product right so I could package what I want it's not what servicenow wants me to package it's what I want to package because I'm managing itsm for my specific organization okay so the other the other benefit that they have like I'm working with state governments the other benefit that we have working in a state government if I'm patch packaging like a constituent offering or an employee offering like I.T service management the other benefit is I have is I could color Outside the Lines right so I'm not selling what servicenow has I'm selling what I want to from servicenow but I'm also able to go ahead and I'm able to add things in like if my Incident Management interacts with things like esri or payzan or DocuSign that's what I I work with a lot in the public sector space but if you really think about it with it service management when you start to do request management we've interfaced with sap before because with request management you have to do Financial transactions and a lot of these other vendors down here so when you configure your package for IT service management tell her outside the lines don't stay in just what servicenow has and so what you're trying to do is get to that 80 percent so when that department comes on and says I want to use your it service management package it's it's my package right it's not it's not the vendor's package anymore it's something that I created so if the product manager is able to take all these things decide what they want in there the other thing that they'll need to do is they'll need to talk about pricing so if you're doing this packaging on servicenow like I'm suggesting here I'm a typical place that they'll do is they'll say servicenow charges by fulfiller so I mark up the fulfiller and it's as simple as that a lot of people get really hung up on hey if I'm building a product and I'm offering people the ability to use servicenow uh how do I license it how do I charge back those departments well this is how most people are doing it especially with itsm like we have a lot of customers today that have marked up itsm and are able to go ahead and do that simple um that simple markup on on that service now if you go outside the lines you start using some of those other vendors your pricing model gets a little bit more complex but in the beginning thinking minimal viable product with it service management um you could start with that simple fulfiller pass through if that's your licensing model all right so now if we talk about the second persona let's talk about the department liaison now what does this department liaison need to do now think about that product manager first and then think about the transition from that product manager they're not selling their package to the to the Departments that are out there that are looking at itsm they're basically selling the package to this liaison because the liaison is the one out there saying hey these are the things that I'm selling I can get you a VM I could get you that DNS entry but I can also get you this package that drops itsm on your desktop right that gives you this pre-packaged itsm offering that we're using today okay so now this liaison is the one that's getting that package from the product manager so what the liaison needs to be able to do is they need to be able to communicate the value of the product or the services that they're selling and they need to grow the subscription base so some of the states I go into they'll have up to 20 departments using their sharing their I.T service management so it's not just that Central I.T in the state that's using it but they're sharing it with other departments and other agencies it's so that in order to share it more a lot of people need to talk about it I was with a I was with one of them the other day and they didn't even know that part of their package for itsm that they were able to do asset management right so things like that are what would need to be communicated so this liaison would need to be able to demonstrate value so they need to be able to go to say the value is going to be that you get this interface and your items that you determine will be on here in this interface so if people come on from your department your Department's items will show up under the it folder you they'll also have mobile access so this is all part of your base package this is the package the product manager built so that that department liaison can show it and so this is some of the work that would need to be done that's above and beyond servicenow because you're showing things that you assembled you're showing your screen right your portal that they'll be able to have their people signing into ice itsm for uh you're showing your mobile app here you're not showing the ones that I have in this picture when you go to the service Ops workspace the other thing you get is part of this base package is a workspace for your agents so all the people that are getting either incidents or requests that are coming in now that you opened up itsm for your department you'll also get that working space that's pre-built for them and then the last thing you'll get is the ability to have an analyst portal so this this package here is what you need to create to demonstrate that value and again it's not servicenow coming in showing this to every one of your departments it's your team it's your department Liaisons that need to have enough knowledge to demonstrate this package that you've created and when the analyst portal here we have to make sure as part of that package we could potentially I don't I shouldn't say we have to make sure but besides these two interfaces part of our package could also be an analyst portal right so that you could come in and see everything for your department specifically and get reporting on it all right so the the other thing we have to be able to explain is we have to be able to explain the time to value now in the beginning you might not be able you won't be able to do this because you haven't really sent the package out before but you have to say all these other departments in a lot of the places I work in a lot of what I've seen there might be 20 other itsm Solutions in that same organization right so what you're communicating here is yeah you can go out and buy your own solution but hey in our shared service organization in it we already built this and we can get you there a lot quicker than going out and buying your own package and installing your own package and and taking care of it all right so a lot of that is preventing that sprawl in in that tool space right in that shared Service Place created preventing that sprawl of everybody buying their own I.T service management solution and so that time to Value will come over time we could say hey for Department X we were able to do this in six weeks or four weeks right where a typical itsm deployment is going to take you multiple months to do and that's the that's the big thing that you need to be able to do with that department liaison is give them the tools to do that and it's a lot like what servicenow does right we come in we talk to you about itsm we talk to you about time to Value um all of those other things okay the other part now we get into the architect so what does the architect needs to design make sure that it's secure uh make sure that it's very Innovative and they're looking for will people use my designs and will people reuse my designs right so I'm looking to to do design for reuse here as well so with the architect um we can have a we can pre-build these architectural artifacts right because we know what that package is we can build something like this very quickly we can say yeah it's technology management is the business capability so all the way down from your business architecture we're using the technology management business capability we're using the business application for servicenow we're using it service management package from servicenow and this is servicenow running in fraud but we have a specific team that's just managing people that are using my itsm as a service product and so we can build out this whole support model so you have that structure in there without the architect doing anything so imagine the architect getting this as an artifact because we already know what the package is and then here we can say here's Department one's new offering and here's here's itsm for Department one but in the beginning we're going to just give them Incident Management right so Incident Management is the offering and that's that could be what you start with and then later maybe you talk about change and knowledge and and other things that are in the package but if I gave this is enough for that architect to now say okay this is the design do we agree with this Design This is how much that design will cost to implement right when you think about that Tech when they're looking at this new Department two now comes in and says I want to have a service right so that architect gets involved in that in that planning phase so what you basically end up with is you end up with a demand or request for a new service and I'm going to actually demo this to you I'm going to demo where we can see that itsm package in the portal in that shared service portal and we can request it so we're going to actually see where this demand comes to life now what happens as we request that well the Architects need to get eyes on it and says is there anything unique about the requirements for Department two versus Department one what do they really need they need that incident form they need to add additional Fields so they need to have different views right there might be requirements that come out of that we're not just going to have everybody satisfied with out of the box so that planning phase is an area that we have to look at for those new Services coming in and then also the build phase so what happens as I start to configure itsm for Department two right Department two that's coming in and then when it's running how do I give them an operational picture on it service management specifically for Department two I don't just want to bundle it in with the IT service management we're using in that Central it organization okay so this reusable package if you look at it the Architects are actually looking at two areas not one they're looking at two different services and they're simultaneously building out those services so they're looking at the new one that's obvious Department two ordered itsm out of my catalog I need to get itsm for Department two and so I have a demand that came in and I'm working that demand to get Department two right that demand came in for this and I and I'm working that as the architect to make sure that I have a design for it even though I I already have the design started now the other thing I'm looking at at the same time because you have an architect on it and you didn't dump it off right to Dev you also have people looking at this package this itsm as a service package that we created so not only can you iterate on the thing you're building but you can iterate on that shared Service as well to even create more value with that service and so when you create that package explicitly you have a lot more a lot more ability to add value than just having one-offs every time somebody comes in and says I want itsm right you have this package and there's a lot of benefits to having that package which I'm going to show you in a little demo here in a minute one is you can get it out really quick if I if I can Define that 80 percent and I could say this is what we need for our organization I should be able to hit a button and give people access that's really the value of the product so this is um this is one I was working on it's a little bit of a different idea but it's behind that shared service so on this one instead of itsm it's a shared service we said hey let's have a constituent service so let's have a customer service and we're going to have a shared service for a customer and then we started working on permitting so we started to say hey we need an open burning permit or we need a solid waste permit and then we started iterating and we like wait a minute this is this um constituent requests we've developed it's pretty Bare Bones so we need a lot more things to actually build a permit or build a license so we said we start to say is the architect is can we develop develop a higher level a higher value shared service than just constituent requests so we actually build a state permitting template right and what that template does it says I need to one I need a sign in component so I need to be able to identify either the the citizen the constituent or I need to be able to identify the company that's calling in asking me for a permit well if I'm going to burn a field I need GIS features I need to be able to Circle my cornfield and say that's the field I'm burning so I need to be able to lasso the field or shape select it so these are features I get from another platform not from servicenow I also need a digital signature right so the digital signature comes and this this uh organization used DocuSign was their standard I need to have an electronic payment they use payzen for that so we can do is we can take all of these things and wrap it into a higher value package called State permitted right so next time I come for a permit all that stuff is pre-built and now I'm building a higher stack of Legos instead of just saying hey you can start a constituent request here now I'm saying you can start a license and it's a higher value I'm closer to the value that those agencies are looking for and getting permitting so think about itsm in that same way right so if you have that package like the example here is they wanted to burn permit so they came to I.T they said it helped me 19 said we have this constituent request but as they started working they said wait a minute we can actually create higher value so they developed a new package and they said okay let's let's create a reusable package called permit management with all our vendors in it so now we've passed that permit management when a new permit comes into that build config team and we can get a value back to that department a lot faster now because we have that higher level package right so what you're trying to do here in shared services the days in shared services of like racking boxes and giving out VMS and saying here's your new DNS entry those days are quickly leaving us right we have to figure out in that shared service organization how do we move closer to the value that our customers need or our employees need without saying you know here's here's a bomb with your IP address and here's some system administrators we'll get you the machines like all those things make that all go away and just think about these higher value packages that you can create and I'll give you an example on servicenow right but product management I think in this shared service organization goes a long way because not only are you building these things you're also marketing them you're responsible for the proliferation of them so the more that you build those the more you're able to go ahead and provide that that higher value that we're talking about you know it comes down really what I'm talking about here a lot of times there's the executive sponsorship on servicenow there's a service now platform owner and usually these like I gave all those examples of I.T service management and you're sharing it out the servicenow platform owner becomes the default product manager if you're not doing product management so what I'm suggesting here is this shared service portfolio owner right is they're one of the customers of the servicenow platform because some of their shared services are offered on servicenow so what we're suggesting here is you have a new role a product manager role and that product manager is going out there and creating that itsm package and then they're adding things as they need to into that package right in this way when you create this package if you have 20 departments using itsm well guess what when the base package gets AI get like the Gen AI stuff we talked about last week everybody gets gen AI right that base package gets updated by me and I don't have to have all 20 departments coming back and saying Hey how do I use AI in my agent console well it's already there right we deployed it in the base package and everybody got it so right now what I see is um with servicenow is they call a vendor and they stand up itsm for Department one Department two Department three Department twenty and they're not getting that reusability of all the configuration that was done to this base component that gets product managed all right so that's a little bit about any questions anybody have any questions before I jump in and show you a little bit about the automation that's possible here some stuff in chat okay hey John this is Mitch real quick um not real quick because this could take a whole nother um session but it's interesting you're pointing out a model where the product owner of servicenow drives a lot of the governance and management of the different products within servicenow including itsm I was talking to a colleague from Princeton if anyone hears from Princeton and they were talking about um the counter to that which is really leveraging a service management office from Strictly itsm to moving to more esm so then they they would become the product owner for servicenow managing all the different products within servicenow so I could see this sort of digital project teams restructuring to um being sort of that um uh our Arc point or that that that that point that holds everything together being the the Enterprise service management office and being in line with um the servicenow product team the developers um and then really being under sort of a CX so and and so you know it's very servicenow driven as far as the product team structure but have you looked at kind of that model yeah like an SM an SML model right is basically what you're talking about yeah yeah yeah and some of the states I'm working with have developed that SML model and a lot of them are talking about product management already so yeah they're trying to get there to see exactly how do I get to these higher value packages right instead of instead of just saying we have servicenow and right there's some value in the platform but you know it's not explicit it's yeah there's a lot of ways to get value and you just kind of leave that open then you get a mess but if you yeah so this is more of an Smo Creation in a lot of the states and I'm seeing around constituent Services as well is like how do we because I work with States right how do we get constituent Services faster so they're they're creating functions and offices around that as well John this is Jeff Aldridge from uh Excel Energy I guess going back to your color Outside the Lines point I mean to me it feels like the product owners for these functional products should not be underneath or you know the the servicenow platform team or vice versa the sure style platform team shouldn't be under any particular one they should be independent yeah they can choose to use the servicenow platform for some or all of their of what the technology that they need to provide their services but they may choose other products and other platforms or other things from other places to assemble their functional product and if you get them too closely tied together you you know that could actually have some dis optimizations um and so I would think you'd be better off to have the platform team be separate from all of it supplying services to all those different product teams as if if they choose that platform as part of their solution but not being subservient to or over the top of these the functional products at the point that's what the business needs yeah exactly right and that's why this this service you want to the biggest thing we do when we start putting this governance in place is carve out that servicenow platform owner and they're like you don't care about this at all right they're your customer and you're serving them you're not serving these people like Department one you're not responsible for Department one you're not even responsible for itsm you're responsible for keeping the platform up so you keep the interfaces up you keep the Integrations going you do the upgrades and you have to sell the platform value to these other people but you don't do these things right somebody owns How We Do development on the platform somebody owns how we build shared services on the platform so a lot of this governance usually gets the because everything lands here right this person ends up supporting 20 departments with itsm because they just let it happen so you're right we do carve this out and then the people that are here it's not all shared services but it's the ones that are usually consuming the servicenow platform so this is a like a servicenow governance meeting so if they're not using servicenow to deliver a shared service like if they're you're delivering Google services and you're not using service now you wouldn't be at this in this organization right so this is more of a servicenow governance structure um but you know if you're doing product management across the entire organization and you're not just dabbling with it in service now um you know you would have a broader model that would have multiple platforms teams involved instead of just the servicenow platform team so you call them a product owner too they're selling their product to these people just like these people are selling their product to people in the organization and that's why I kind of carved out that dichotomy in the beginning like the shared service organization never delivers value or hardly ever delivers value directly to customers they deliver value to a department that delivers value to customers right so you need that department in the loop like the customer service department if they're using servicenow package right they would be represented here all right and a lot of this too is getting to there's there's a couple good papers um in the open group I do a lot of dabbling in there about moving from product management to Pro or from project management to product management and how that's different right is that we're not just building stuff in I.T and hoping people come but we're explicitly assigning somebody the responsibility of making sure there's a proliferation of itsm in this case like your job is not to go ahead and and you know make sure that everybody is getting the services your job is to be out there basically figuring out what I could put in that package to make it more valuable for my organization and then how do I get the next customer right instead of instead of customers kind of stumbling in and saying I want itsm too and then this person saying oh we can do that right they're more explicit about wanting to do that right so it's important question Hey listen I put in the chat how do you uh reconcile I understand that this is conceptual and you're using terms like liaison but in the chat are all the out of the box fields in service now related to this discussion and build such light such as product owner which is a field that's on the actual product record in service now is there for a reason now looking at a business application and the business owner or an ID application owner out of the box field you know you can deem conceptually per your you know discussion here that a business owner of a business application could be you know the product owner of that business application is considered product but a business app consumes an app service which has the uh you know the offering is dependent on and then the obviously in the app service you have the infrastructure servers that have products installed to them with product owners so how do you reconcile all that with what your conceptualizing here but how it would then be mapped to these out of the box fields and service now yeah I haven't rationalized all that yet and and what I've been on this one is purposely vague like I didn't um kind of like DPM does with a solution owner because these people are called different things and all different types of organizations when I started I kind of set up the personas that I was using as a product manager um and a developer I didn't call them a specific type of developer right but I was purposely big here to include a lot of people in there so whoever the department Liaisons I've I've heard them call about four different things in organizations that I'm working with so whoever they are whether the solution Engineers or account managers or or Liaisons and where they live whether they live in the Departments or they live in that Central shared service organization um and the same with the Architects solution architect app architect Enterprise architect they didn't want to get hung up on the terminology of who's designing who's developing and the same product this is product service manager some people call this service manager and it's basically the same function I'm trying to be in that SML I'm trying to create services that I can provide value with so don't get hung up on I didn't do any mapping into our models or anything like that yet I'm just using those General personas that can mean a lot of different things underneath yeah maybe when you do that map and you're going to find gaps Department liaison for example could easily be mapped to business relation manager for example which is another box field in service now but I get it I get a new point Thank you you're welcome all right so what I did is I'm going to drop this in GitHub just like I I did with a couple other apps if you guys ever I wanted to use the stub but what I did is I said okay how do we come in now and think about this from a product manager so I'm wearing my product manager hat I've been tasked with selling servicenow into other areas of the organization so that we don't end up with 25 different itsm products floating around that I got to take care of later um and that's my job right so so if I come in and I start to think about an app I want to provide a catalog item I want to be able to advertise I.T service management you know really obvious I need to come in and be able to explain to people what that is right so that they can say do I want to use it or not the other thing I need to do is put it where do I put it in the catalog well I'm going to park it under this category here so part of my app will be creating a parking place for that item so that they can order it or inquire more about it the other thing I want to start doing is I don't want to start from scratch I don't want to say oh you know Johnny over in Department two needs itsm I want to automate as much as I can of that so I want Johnny to click on I'm interested in and I want him to get an email saying here's how you log in right here's all your interfaces so that's that's what you can do that's the power of doing a lot of this and packaging on the platform is I could Auto create architecture I can I can do auto product management I could create workflows for all this stuff so if I have 20 departments doing the same thing I only do it once I don't want to come in at 20 times and create an agent workspace for somebody I don't want to come in 20 times and do something else for somebody I want to send them an email and say look here's all the stuff that's already done if you want to log in now and see itsm start using it now right and you can get there pretty easily I did this about four hours less yesterday I worked on this and I created just a couple simple workflows I didn't create the one for development development would create the catalog items for Department two right like Department two submit incident it also wouldn't create the architecture but I've done this before I've automated where we create that csdm model I showed you so you don't have to build it so you could package all this up in one package for that itsm product owner so that they can go ahead and have all this Automation in one spot so let me show you an example of this on on just a little stub I built yesterday right so about four hours of work and what I did so now somebody comes in and I'm gonna call them um I think I just called them like Johnny no privs so somebody logs into the employee Center and this is where everybody comes to get Services right so whether it's I.T services or HR services this is any service that you want so in this case I want a shared service and I want to use itsm for my department right so I can click on itsm and oh look I T service management is something that I offer in my portfolio right so I can click on it service management and now what is that thing well it's uh it gives you this employee Center right a modern user interface so that I can have my employees come in and submit tickets from my department it gives me this place where I can have my agents work and hey if I want to get started on this thing I just have to tell it you know who I am and then what is my test assignment group so I can just say hey Johnny's group Johnny's group is the group that is going to be using this service when it's all done right usually you'd have a department name in here like I could have Department two the name of Department two so I could say like Finance wants to use it because Finance has their own it team so whatever the group is right that's what you're creating there now when I hit submit here I'm going to show you what it does um you know just as far as I was able to take it yesterday but basically what I'm doing now is I'm I got this person Johnny no Chris asking me for this service and they just clicked on the button for the service and typically I would say okay we need to talk to a vendor we need to talk to this person to get it all started but what I did instead is I said okay how can we get them all the way through that right how come whether this gets approved or something else happens down the road um right there might be approvals before we let them have access to the environment but what we want to really do here is give them that as much as we can so I'm waiting for the email to come in because Johnny no Perez has my email address attached to it and um this is the email that just created right so so it says you know Hello Johnny no privs thank you for requesting I.T service Management Service offering end user privileges to see the catalog item that you've been given uh to Johnny was given to Johnny no proves other individual groups may be added later so here you can go and click and we automated the creation of a catalog item for you know a submission of that incident but only he can see it for now right until other end users are added that have privileges to see that incident ticket in the service portal you can also go see hey what do my agents get to use right so you can click on service operations workspace and now I have access now to go into service operations workspace and to see only my organization's tickets right only the tickets for find the finance team and I have a working operations console I also did the architecture so I can see the architecture design that's been done automatically and I could also go to DPM and see the reporting that's available for the solution owner of the itsm install for for um for that organization right in this case the finance organization so the idea here would be to take Johnny through their first journey by saying hey go to the incident catalog item and I haven't wired all these things yet where I auto created it but here they would end up right in the service in the demo workspace wherever you're so they would end up in the development environment and have access to their new catalog item or catalog items maybe you create an incident ticket and one request for them right so you're able to go in and have those links so that they're just Landing right on them in the dev environment right so that's where you can get to when you think about doing automation or having a product manager is building this automation instead of just waiting you know for a vendor or for your your overwhelmed servicenow team to come up and say okay now we're ready to set up itsm for your department my my little baby Dev instance is getting hammered with all this but right so that that app is what you can do right so I automate the I I put an advertisement out there I automate the development and I automate the architecture so now I come in here and I'd see you know just picture an area where I have a catalog and then within the catalog I can have a specific directory right just for services that are for that finance department I can say or what I can do is I could say that Finance comes in they see the finance incident ticket over here right so my idea here is I'd land them on the category page so they can say hey here's the finance category and here's one ticket for incident on there I'm really a couple hours away from doing that from automating all of that so that their specific catalog item is created and only people in the finance department can see that everybody can't see it so when they log into that Central portal they don't have to build the portal they don't have to build the agent workspace right so whether it's the portal or their agents are coming in and working on tickets uh they have all of that at their fingertips in one email right when they click on the button so I think that's pretty obvious right but that's really the benefit of of a product manager you're constantly looking how can I get value quicker and how can I add more value so this is our first journey I'm going to say hey you can now open an incident because you can go to your incident catalog item you can now go to the service operations workspace and you can see that ticket so I wonder I was going to try to zoom in you can see that ticket in the agent workspace you can also assign it right you can do any work on it you can enter a note and then go back and so you do a little back and forth yourself here to see all the interfaces that you get as part of this package but it's like five minutes after you click the button right it's not two weeks down the road where somebody demonstrates it to you um in a in kind of a development instance right here you land on your actual organizations page and you have your own item again in development right but you kind of started that Journey already instead of just a bunch of conversations that you have to have and what vendor are we using and you know hey I want my own portal you know all those other things kind of go away and you say look this is how we get you there really quick okay so other things I'm working on in that package is um I'm really working with a few of my customers right now where I'm doing some of this development so um I don't I'm not a developer so I will get these stubs and some of these workflows created but it's a quick way just to demonstrate the value of that that messy middle for that shared service organization and that's really what I'm looking at is that shared services when you just let it happen kind of hodgepodge it makes a mess whether you're on servicenow or not right because you're saying that everybody can now come in and use itsm well you have the same product sprawl problem as you did before unless you're able to put a wrapper around it and and create a product of your own right you're not just letting everybody pour in and using the service now um you know front start from scratch I.T service management all right I left some time for questions does anybody have any questions on on the concept here I use it service management just to hit everybody right because they all knew what that was but we've done this with customer service management public sector Digital Services where we create these very explicit packages that are are made you know for a state or you know some Central I.T Organization for states and cities and counties is where I focus but I can see this being used in in the medical area the finance area there's a lot of people that share their itsm once they get it started in that Central I.T agents Central I.T component yeah I just think this has been great great example I'm glad to see service now being used as an example because you don't always do that and it's nice to have that um from platform under review so yeah all good oh thanks Sue all right I will put some stuff up on our Forum too because there's some there's a little bit of things involved here so I'll share some of the the details about I've used some of the standards from it for it I've gotten a lot from that group and working with everybody on in the open Group so a lot of this governance that we talk about and structuring comes in from industry and I'm able to get that from those committees there's also some things in here on how we use the different automation pieces so I will put some of those details as much as I can in the Forum when I post the video of this walkthrough with everybody all right and thank you for everybody that worked on us with me I know a lot of my a lot of my customers that I've worked directly on this with and you may have seen a couple of your examples without The Branding on it but really appreciate all the help on getting to where I where I have on this so far last thing I'll we'll drop this in GitHub so in GitHub I I did an example like this a while back for public sector services so there's a public service template on here and you can go pull this out of GitHub this does a lot of things to um to automate the csdm pieces like I talked to you about automating that csdm model so this has a little video on how we Auto create csdm with a workflow uh there's some other pieces in here too that say how do we a guy used an esri map and I embedded that in a constituent request like how do we create that as a standard part of the package so I did one of these before uh there was a demonstration a couple years ago I did on on the public service template it was along these lines but it wasn't as structured with all the personas and the governance and everything so when I put that on the GitHub I'll put that in there too so if you do want to pull the little stub down I did you'd be able to get that off off of my GitHub repump all right if there's no more questions I think I have shared everything I want to this week and now we don't have any other speakers this week but if you do have anything you're working on I'm always looking for more people to step up and John can you hear me yeah I can hear you I wanted to sort of bring this demo you had to as alternating Solutions so we've got the dev environment set up finances conducting agent training workflows that understood where cues are defined at some point a green light is going to be pulled would it be reasonable to assume that at that green light point the dev itsm environment is ported directly over the prod as part of go live was that really the end conclusion of this exercise yeah and not only that but you're creating a a group you're creating um you're provisioning an agent works like service operations workspace and you're creating explicit catalog items only for that department so besides being able to show it in your copy of your production environment you're you're doing a lot of provisioning behind the scenes too and that's the idea here is that we automate as much of that provisioning as possible in Dev so ideally we get Dev to a point where they can say up I like it and you click another button and promote it to prod we're not there yet but that's the idea here right is to get them a minimally viable product instantly and then build on that so it's kind of the string across the river for itsm to build the bridge from right how how far do we need to go before that that bridge is ready to cross and I can that the partner can actually start using it so but it's exactly what you said you're cloning down prod to Dev and then you're putting this this department in Dev right away you're giving them the ITIL permission so that they could see the console you're provisioning that console right but you're not in you're not in Project right we're not going right to prod with this we're going to Dev and then you had to go to uat and then to prod with that configuration changes we make for that one Department did that answer your question no perfect thank you John you're welcome anybody else all right well thank you everybody appreciate the the interaction in the back and forth if anybody's interested in this um my whole team so all the Architects are kind of looking at this with me and helping me so if you do have interest in it you can go through your architecture team and your solution consultant and we can um can help you get as close as you can at least to expressing the idea and talking about things like product management hey John could you click on automated architecture I just wanted to see that ah it's just a stub right now all right all right but I have one in here um in our Devin's our demo instance I have one in here that builds the csdm model and that's basically what this would do it would build the cstm model for you so if you um we have a few minutes I can show you that if you want to so that one here um in the those so that was in my other application that I did that when I showed you in GitHub so Publix that was in the public sector Digital Services no isn't the public service template area yeah this public service so this process a new citizen case request so I didn't want to show everybody this because I know you're not all government but um it's similar for any case right if this is the the example of where you're creating a case inside of and we use this at the city of Santa Monica we created I think it was 62 services in um in one month because we automated the the base of the services so we were doing 311 services so things like you know leaf blower and um you know report a uh pothole and broken street light so we did a lot of those but here what we started so here's where we created the catalog um you know the catalog variables and then in there there is the csdm piece in here somewhere as well catalog task s for approval look up remote record so it's looking up to make sure I don't already have catalog items or services in there catalog it's not in this one oh this is creating this was going to straight to prod so what I was saying here this is more of a promotion to prod we created the catalog item task so we used a remote record creation that created in prod what I'll do is um I'll give you a link here instead because I instead of fishing for this if you go to our um our playlist and I demonstrate the auto creation of that cscm model in in one of these videos it was back in January so let me put the link for you that'll be easier than me kind of fudging around here trying to remember what I did but this service service is a service I called it and um in here say it promoted I go through um I I go through that that chunk of code system so I'm going to look this up in development right so I go I'll go through that chunk of code and then I'll show you um and there's a PowerPoint too I'll show you how it actually builds all these parts so the csdm so we built the catalog item it Built Report street light out um or hunting in this case illegal hunting and then it said what do I use so I kind of built all these models with a workflow so the code's there and the videos there to show you how that works awesome you're welcome I'll just put that link in there and you'll have it all right here here it is in the chat and I'll post the video along with the um along with what I did today and the links to the GitHub repository I'll post that by next week so everybody has it I know it's uh you know conceptual so this is the type of thing on the digital service formula like to see is kind of these conceptual things that are still not really tidied up right they're still but if we just get interest in it we can go ahead and push it further with customers so a couple customers we are pushing forward with this already I just wanted to show it to everybody in the early stages in case you're doing something like it that we can collaborate on it all right thank you one quick question because this is actually hitting home because one of my clients is actually doing this we're generating a ton of flows off of like a or order guide to build all our csdm um foundational um components but I think their biggest struggle is what it is actually eliciting the right amount of information to actually build this like do you have any suggestions with the client because they're asking for like hundreds if not thousands of different questions that they want to ask before they build up services I mean if kind of corny but I mean I like the MVP approach like what do you really need to just get somebody's hands on it and that's what I that's what I focused on here right the worst thing is to say okay let's talk about this thing for six months so whatever it is that they're building if they can get that that mvp out and then kind of decide hey when do we have enough of the development automated to release it to prod when do we have enough of the architecture automated when do we have enough of the catalog so whatever you're building there there's so much analysis Paralysis on this stuff so that's why I like the fact you know just shoot them the email and give them you know it's missing right instead of assuming what's missing yeah and we I mean the building the csdm part of it was actually the simple part in my mind like automating that and Publishing it all the way up the prod is just determining the right amount of information because I mean it may be different based off the organization but they have a really strong need to understand um what um the services are are connected to you especially on the technical service side so there's a a ton of information that we're eliciting about um well what servers are they on with data center that they need to run on you know who owns those servers and stuff like that anything it seems that we got to a point where we're now putting multiple variable variable sets of information on multiple account items that ask 10 or 20 questions questions and at the point in time but we're just asking way too much information yeah the other thing that really helps is chunking it right like this thing is if you make it all land on one person and they're just getting punch drunk with all the questions and how many instances are we using and what features do we need um right but you also have the architect there and then and they're building that product it's a lot easier to get when you have like a team of people that are working on it that cover different areas instead of everything just landing on usually the the service stop product owner right it's the one that gets yeah it typically is and we we've we've been pushing back hard um because it is I imagine the person coming in and saying well I want a new service and having to fill out you know five catalanas because they've gone to the point where they need too much information right I think the answer is I'm you know I've been really drinking the Kool-Aid on product management and I think so many people do projects and they're done and they don't really have the philosophy of this minimal viable product continual Improvement um it's just not in a lot of places yet