hey everybody and uh welcome to today's webinar I'm D dunkley I'm a principal product success manager for the Creator workflows and today we're going to start talking a little bit about getting started with app engine studio so usual Safe Harbor things this is containing some forward-looking statements and not based on um you know Tru to fact types of things and ultimately you if you've joining this webinar you've probably been through a few these safe alers before just you know we want to remind every body that you shouldn't be making financial decisions based on some of this information as it may change so ultimately today's session is a part of the live on service now is a curated event series to connect with you service now experts and peers that can help you deploy your products and Achieve value faster we hope you can join us again at other webinars or at the 360 exchange and you can see the schedule by scanning this particular QR code or using the link in the chat okay so just a little a little bit of housekeeping we save some time at the end of this particular Q&A for you know questions you may have along the way please use the btom at the bottom of your screen to do so the presentation will be recorded and shared on the service now Community as well so you can replay it after the event you'll be prompted to fill out a short survey and please can you give us some feedback we like doing these webinars but we also like getting feedback too okay now let's get to the meet of today ultimately what we're going to be looking at is looking at what is app engine studio and then we'll be looking at how do we install and configure app engine management center so you can get the best value the quickest way we'll also look at launching and scaling some citizen development programs and some leading practices that we'll be looking at in there as well we'll also provide you some key resources on both citizen development and other areas to ensure that you've got the best possible start to use all right so let's kick off well app engine specifically the app engine onside service now is really kind of mission critical to a lot of different areas because we have things like creators like business developers or it developers or loow Cod admins who all want to start to kind of build out their particular apps because development is becoming a shared effort across these ones and in order for us to do that low code is the best strategy we can have ultimately we're trying to drive things like getting our developers to actually do the development exercises rather than actually you know doing the the kind of easy stuff like forms and navigations and and service catalog items and other areas where ultimately it doesn't mean we don't need them but we need to turn it into more a team based type of kind of approach and what we have here is things like app engine Studio which is dedicated to that particular scenario where we want those citizen developers to kind of pick that up ultimately it integrates with things like um outof thebox features or pre-built components and experience es but as well as things like workflows Integrations integration Hub and even some of our intelligence exercises so let's look at that in a little bit more detail shall we ultimately service now will democratize the application development and takes care of the heavy lifting of those building of those apps and abstracting away from the complexity from those developers and we can use components within this particular one like app engine Studio application scoping delegated development Source control pipeline cicd automated testing intelligence and knowledge and all this is really trying to do is building a layer of governance because the governance within citizen development is one of the key questions we get asked about on a regular basis almost every meeting we get into is well citizen de is great but why would I want anybody who's got uh any only a little bit of knowledge admin privileges on the development environment so that I can actually do kind of get that development well to be be honest you don't need to do that with things like app engine studio and things like delegated development and the app Scopes you have complete control over just who has access what they're accessing what apps they have and where they can actually make their updates you can control how you actually move all of that information from Source control and pipelines and cicd so you don't have to use update set or any other Administration types of tasks that will allow you to do so you can then automate after the deployment happens things like instance scans atfs and other types of trainings within that to actually make and the good thing is this is all done in an automated session with app engine management center and it's all an easy way to manage it from beginning to end okay well I mean to be honest let's kind of talk about the history of this because you know while that sounds great and it sounds quite new that maybe BL it but to be honest actually app engine studio and app engine management center and that type of thing has been around for a very long time we started a way back in kind of Quebec with some visual design toools tools and then ultimately we built them up through Rome San Diego where we put in app engine management center onto um Tokyo where we just improved on it Utah and then L with Vancouver where one of my favorite ones is things like schedule deployments where you don't have to just wait for an actual change to be open or a maintenance window and be pushing the buttons themselves you can schedule your deployments now like you would do is if you were kind of doing any type of automation for that okay so let's get into the the kind of bare bones of what app engine studio is broken down into first of all we have this low to Pro code type of interface where ultimately it's a team collaboration where you get your citizen developers and your proc coders working as one to kind of build these particular apps now what is it that they can actually build well they can build things like user experiences they can build forms catalog items some Even build things like now experien as virtual agents UI Builder all of that is encapsulated into app engine studio and shows you just what these consumer grade experiences can be like when you're actually kind of collaborating the next one is much more workflow and integration and this where people get a lot more nervous around kind of people writing a whole bunch of things that don't work or you know return 150 different times but essentially with app engine studio and especially with things some of the flow designer things we built in place you can tailor that for things like citizen developer and proc coders where you can template out notification events notification automations actions flow designers or completely segregate flow and scripting completely away from citizen developers and just only give them out to the to the proc coders as well which is a great way of being able to kind of segregate and govern those particular processes and lastly but definitely not least is intelligence as in my opinion a lot of what you do on the platform is about reporting and intelligence you need to have the data involved in order for you to know what whether you're getting better how many things are open and kind of keep moving in the right direction but not only is it reporting we have PA predictive Antics natural language and also AI I wonder if anybody's ever heard of our product called gen AI anyway let's go into these ones just a little bit more one by one so app engine studio and app engine templates ultimately what we have is a rapidly building high quality multi- channel app which provides that low code into experience it can provide citizen developers and pro developers a way to do this delegated development so you're not having to give admin privileges into the environment for your citizen developers and ensure that they've got access to anything and everything that they can this means we can still segregate that out we even got to the point where some of our customers actually have segregated workflow segregated environments and SE segregated pipelines specifically for citizen development and what that means is they can then move their code much simply and much easily but it it provides a level of safety and governance within that scenario we also got some automated testing and some cicd support but we'll talk about that in a little bit okay the second part of that is not just app engine management app engine Studio we're talking about app engine management center because it's great to build an app but if you've got to move it manually line by line uh or within update sets then it kind of defeats the purpose of having that update those particular citizen development tools in the first place so that's why we have the app engine management center which creates and controls a pipeline of all your environments where the citizen developer or the procoder can actually submit things like deployment requests or collaboration requests and allow you to kind of move that through it its life cycle all the way through to the production environment it's a non you can set it up with non-intrusive policies and enforce standards and check compliance all in one place so you can validate just exactly what you're actually looking at and how many apps are being built in one particular place let's get back into the user experience now in terms of what it is they're actually able to build out well they could build out things like service portals and cataloges they could build out a particular fulfiller workspace in the back end using UI you know the next UI they can also build out some Knowledge Management tool sets and if they get to the point of being a little bit more complex build out a virtual agent as well where they can build out natural language for that particular app that up itself which sounds really great but ultimately you probably want to start out smaller and then work up to those ones as well well we get to the hard part now Automation and connection ultimately we need to make sure that we can actually pre-build some of those integration spokes which as you know come as plugins in our particular environment we also have things like process automation designer or flow designer in integration Hub to help alleviate that how do I kind of automate this and send a notification when this state happens and how do I make sure that this is following the right steps when I I have a particular process flow in my mind and we have loads of examples and templates and other things for you to use and if you want to get to it we have some no code custom Integrations we can go connect directly to flow designer through the integration Hub as well now ultimately a lot of this flow designer stuff is quite intuitive and can build up but sometimes they may need some developer support as well but ultimately we want to start to talk about a little bit of that intelligence right we want things to look at how do I do predictive an analytics where I can look at you know um where the trends are how many people have I got into it how many times is this particular request coming into it just like any process like you did with itm or HR or any other module based types of ones you want want to understand your Trends where do I get better how do I make things easier for myself as part of this app because essentially that's what this is an app from beginning to end however you need to make sure that you've got it all set up with the right data as well and your own dashboards so what does that all kind of come together ultimately we've got things like leveraged application so we can see you know contact centers document management facilities and Enterprise management all of these people all kind of build build all of this together so you can actually see some of the more kind of how do I put this polished applications in our store where you can see how we've actually been build building those ones out and a lot of them started out on a places like either app engine Studio or in studio and those are then built out into those particular scenarios and you can actually get them published as well if you can't find anything but we're talking about the bespoke ones so ultimately this is what we look at right we've got service now and the user experience and the lower code and the workflow Integrations and idden intelligence we've got all of those modules that make up creative workflows including things like you know automated testing Frameworks and virtual agents and process automation designer which I've already mentioned but we've got some ones we haven't talked about integration Hub RPA Hub decision Builders workspace UI all encapsulated into that one interface which makes it a very powerful way of doing that and what does this all lead to well the next one of this one is where do you think you guys are because this is a conversation I have with my customers time and time again where we then say well how do I know that I'm getting better how do I know where I'm starting from and where do I get to in terms of knowing that I'm actually going down the right path well we have this particular ABD maturity model it may not fit everybody but it fits a good portion of our customers where we're starting to talk about the fact that at initial you're using a lot of outof thebox on and platform introduction and some really functional ones but that's where you started to extend some of the workflows around developing and then you can get into you know creating new defined automations and governance into that that kind of managed type of development where you want to then manage the lines of business and doing some low code type of intro introductions where you're building out that line of business with that governance and optimizing right at the end you've got a great citizen citizen development program that everybody's collaborating app engine ser and app engine management center are a key feature as part of your development exercises so so we do have those ones we do have some customers who are doing some but not the other like I said it's not a one- siiz fits all but it's to give you a good overview of where you think you might be as you're then starting on your kind of appdev and citizen development Journey okay well that's app engine studio and how it all fits together we talked a little bit about app engine management center but we're going to do a little bit more of a deep dive onto that and the first thing I'm going to talk about is that app engine management center and we have things like guided setups which is what a lot of My Demo is going to be about is walking through just exactly where you can find some of those guided setups to help you set this up in the particular environment and the three things that's going to generate in these ones um is an app intake a collaboration request and then also the deployment requests the app intakes themselves are literally just an extension of things like demand management where you're actually taking on board what people want to actually build as an app now that sounds great and you some customers say that they would like to do that manually and that's great but it does have some automation at the back end where you can actually get automated access to the development environment for the user should you apply it sounds like a great concept where I'm not having to manage who's got access what role to have and when and when they need the access form the next one is collaboration requests so once I've built my app who needs help where my Pro Cod is going to get access to it or maybe there's somebody within the other part of the citizen development program that actually wants to help or can help out with certain areas or maybe even a web person that wants to have a look at your notifications and the last but definitely not least is the deployment requests these are the actual requests to move from one environment to another and they are provide your versioning and they they're the ones who kick off things like ATF and instant scans as well okay sounds great a lot of talking done by myself and I apologize about that but let's kind of see this in in in action shall we so first of all as you can see we've got app engine management center in here so after the install which you will find here this is our new application manager if everybody knows plugins this is where you'll find uh the new version of this in uh Vancouver so if I look up app engine in the system what it should show me of these ones is that I've got some service now products and Store applications but you can see here I've installed all 56 plugins within those ones now you don't have to go through them kind of individually there are family plugins where you can go through and build out these particular scenarios and you can definitely build them in into those into here and it should install that but the two key ones you really want to make sure you have are app engine studio and app engine management center because they rely on everything else so what does that look like after it's installed so you have app engine and app engine studio and all of the information you have on the left hand side including your app engine management center and your collaboration your pipelines and all the other information inside so here's your guided setup let's go through and have a look at how we can guide ourselves to kind of doing that particular setup so in this guided setup the first one is we took at we take a look at the app intake process as I said the app intake process is basically just you creating a catalog item or updating a catalog item that then takes in what it is that I want to do as part of my initial kind of um app the reason why we don't we really kind of don't recommend you kind of taking anything in everybody's apps into it is we have things like apps po where you can't control what apps are there whether they're the white apps whether they're overlapping with anything it gives you a level of governance where you can kind of review what apps you want to build and whether that particular person has the capability in order to do so so it starts the governance almost day one of being able to kind of do an app and then they submit it and then you only approve it if it meets your criteria or your use cases the next one is completing the pipelines and I will go into this one a little bit more we'll kind of figure this one out mostly because we can do things like in your production instance we can then create things like environments and credentials we then configure a pipeline that goes from end to end where you can then say this is my production environment this is my development environment and there's my testing and then staging in between and then you can kind of move it from one to the other we then also have to make sure we add users to the app engine admins group do not underestimate this task you will have issues if you don't do this initial on mostly because this is the one group that will approve deployment requests initially and you'll be able to then deploy this cut it into your instances and then you've got the ATF insert sandet as part of your pipeline now the next one is kind of your your testing instances where it shows exactly the same type of one except this one's now configuring the controller instance the controller instance is exactly the same thing as your production instance and it needs to have the credentials from the test instance to production instance in order to communicate we also then need to go from a development environment very similar types of ones where it creates an environment for production and also configures it as the controller but the difference on the testing one is you can also enable ATF uh on both of those ones and also the instance scan Suites as well once you've been through all of these particular steps you can go through this and update all of that information I'm just going to go back a little bit as you can see with app engine management center we've made it as simple and easy as as we can possibly make it uh within this particular scenario so that we can update it but if you also wanted to look at things like the app engine Studio where we can have a look at the guided setup for that as well these are particularly guided checklist types of information where you can update um these particular you know settings as part of doing that now when it loads ultimately we have things like when we update it we have connecting Spokes and flow designer and service cataloges we can also talk about instant scans admin groups who's got access initially if there's a particular collaboration type and all of that information can be pull pulled together when setting up not only app engine management center but app engine Studio as well okay so I'm just going to kind of go back to my deck at this particular point because I want to talk about ultimately great tooling but let's talk about how we can kind of do this with citizen development because essentially citizen development is where a lot of this is leading we talked about governance and that engion studio and where we can kind of pull all that together but ultimately citizen developers is a program that a lot of customers are starting to work with so that we can ensure people like business owners and product owners actually can make updates to their own product so after working with quite a few of our customers and working in this space for quite a while uh myself and the team from product success have come with some leading practices for these citizen development programs initially we group them into four leading practices vision and planning focusing the program enabling and empowering that particular program and establishing the guard rails to ensure that this is successful and I'll go through this in a little bit more detail in a minute but you can what we're trying to do is make sure you understand where you want to go and what information you want to get out of this particular scenario so that you can actually get the best value for it because trying to do it without knowing that I want say 50 apps by the end of the year or I've got um I want to reduce the level of effort or backlog or uh development Time by an x amount are key goals and key information that really should be established really early on so you can understand the value of what you're trying to do ultimately you need to understand some foundational elements as well in terms of accessing uh the information who's going to do it where you're going to Market it and ultimately if you've got any competition as well because are other kind of products out there that they try to do that next one is kind of focusing that particular program and identifying use cases so you can recruit the citizen developers then we want to train those citizen developers um and then support them as best as we can last but definitely not the least is establishing those guard rails and automating that development process okay so what does that look like in a little bit more of an expanded view right the natural extension for this low code one is to really look at that business value and those foundational elements where we want to make sure we've got both management support and you've adop adopted a low code platform as well as you're signed up to marketing your own success um we want to make sure this has momentum within the organization part of focusing the the program and identifying those using use cases is really understanding what use case do I want day one and ultimately you want something that's kind of quite visible but not particularly complex and what you want to do then is kind of make sure you've got an approved use case with somebody who knows how to kind of work with a platform um on some level initially but then you can work that as you get more mature and more more planning and more um people around it you can then kind of shift left to the much more kind of admin less technical it types of folks but your first couple of ones we normally recommend try and get somebody who's been with a platform for a little bit and you can kind of work through those use cases once one of the key adoption techniques we've noticed with customers is identify the use cases like we do with app intake and some of the other areas and then recruit the citizen Developers for the apps don't go ahead and just kind of update and kind of provide a lot of information out to everybody and say hi every body's got access to this particular catalog submission for everything you can go and build whatever you like here's a Sandbox you get yourself into trouble in there because you get a lot of momentum really early on that your governance and and the structure of the program can't handle therefore you you really struggle to get um off the ground it gets a bad kind of perception as part of doing that so what we want you to do is recruit the citizen developers first and then build it out you may change that over time the more you get more mature you get into this particular scenario but initially we would we would say that's where you'd want to start the next one is enabling and empowering those you need to think that these citizen developers themselves are not kind of people that have done this before so essentially what this is is the now learnings and all the rest of it that we have for app appdev and citizen development may be relevant to the citizen developers at a high level but we also recommend that maybe you want to build your own training program that includ includes things like your development standards who to contact when you get into trouble uh or you want to know more information how to I submit a deployment request all of that information is something that's key and pertinent to the program of works not necessarily the application so we would recommend coupling that together with that that learning program so people are better at that and as part of that empowering put some prodev in there get some prodev in Integrations have some office hours or dropin centers or whatever you want to call where you ultimately have the citizen developer ERS coming in as part of that community of practice and saying I need help how do I do this where do I get this one and where do I put that so it's really it's really good that you need to kind of support those particular ones because without the support you're not going to get the Buy in and the last and like I said definitely not least establishing those guard railes where you're defining an application life cycle you're then also talking about automating that particular development and using App engine management center and the Pipeline and some of those other areas and what you're then doing is looking at how do I actually move it through its life cycle and that's exactly where we're at however doesn't stop there because at some stage you need to get a maintenance or upgrade into those ones and look at the analytics of this which all relates back into that monitoring and retiring of apps um because a lot of programs start with intake and they build and validate and deploy but not a lot of people kind of get to the monitoring retire stages so let's talk about that just a little bit right the application life cycle itself with that governance essentially we have the intake build validate a deployment maintain which we've talked about with app engine management center where you can then build out all that information but ultimately when it's in production what do I do now well you could use things like app engine management center and some of the other information to look at well how is that app doing how do I understand how many times it's been used in the last 6 months 12 months when was the last time it actually had enough update by itself how many enhancements are in there who actually owns it and ultimately you almost want to get to a point of should we start to talk within six months about retiring those particular processes do I actually then say I now encapsulate that process into something else or it's gone outside of the bounds of what what it was for initially all of that type of information should be looked at with with that citizen Dev kind of process in mind because it's great to get the momentum but you need to maintain and operate it as well oh and last support how are we going to support it it or myself I'll let you decide well one of the other big things that have just come out I'm sure you you're talking about this quite a lot and seeing quite a lot of videos for ourselves is generative AI now now assist for Creator is coming out with our kind of a new version of that and you'll see more of that when we come to Washington but it will also looking to kind of increase that time and actually increase the value to you guys in terms of streamlining that collaboration so you're actually taking less of a proc coder's time and kind of Shifting this a little bit more left again to kind of AD many people with the low code Type scenarios okay well a skill team can help you achieve your business goals faster I can review our Technical Training team and see how you can learn Credit in now learning and upscale your team and accelerate learning with on demand courses live classes Hands-On labs and certification we're can boost adoption and get more value from your implementation with custom Training and adoption expert Services guides your service now implementation with leading practices to accelerate time to Value while reducing risk we can lead your implementation or collaborate with your implementation partner in a co- delivery engagement to boost your implementation success check out this solution brief to see if how we can help you set up your implementation path for longterm success all righty thank you all for joining um the session today um please fill out the post event survey that will pop up on your screen after this session is completed um and thank you for um coming to our first app engine Studio event thank you Dale and thank you Marcus um for your hard work into this presentation today and have a great day everyone yep have a great day everybody thank you very much