well know the topic here we're talking about modernizing your change management processes and the a core tenant of that is going to be the service operations workspace you'll notice a lot of service now is is headed towards that UI Safe Harbor if there's any forward-looking statements that I bring up today um they will U be called out but um make sure to uh include any of a risk in decisions going forward a lot of what I'm showing today though is is present State and uh just just keep in mind we'll we'll do our best there to point those out there's a lot of content that we go through with our live on service Now features there will be future webinars so this will be in the the deck today it'll get shared on community so in the service now Community page that's where our uh our content will continue to go forward from there already went over to the house housek keeping stuff but yeah Q&A button for sure and we're going to go to questions after the presentation because there there is so much to go over today there's a a short survey at the end of the session uh personal favor to me it'd be great if you fill that out really appreciate the feedback let's dive into it first and foremost the key discussion points what are we going to be talking about service operations workspace overview so kick things off we've got just you know four or so slides get some key Concepts out there so that way when you're working with s so service operations workspace going forward you you know the approach that service now is taking in that regard we'll get into a demonstration at that point so what does change management look like inside of service operations workspace what are the enhancements to the UI that would interest you in activating this feature and using it going forward so a lot of new uh UI developments there so we want to show those to you and and give you some more control over what happens with your change tickets and finally at the end we've got some some bonuses here we're going to go over some administrative tips so how can you get even more out of your change management process and we'll get into that administration of things like multimodal and devops and that'll expand your change processes even more I did note there on purpose with ease so when especially when you use multimodal you can start getting more flexibility into your change processes so that's what we're going to hit on today all right so consolidating it operations and IT services is a great approach to where service operations provides a lot of value you can easily see the service impact of a plan change before even approving of it right and when you bring these two sections together things like change management under the itm space things like predictive AI Ops right and we're going to allow you to identify recent changes that led to slow Services service outages you can revert changes in near real time and then in addition to the benefits of combining these two worlds together there's there's this Better Together uh scenarios that that come out of it so things like unauthorized changes now you can start utilizing those when you're working with itom and itsm so in general changes are roughly 80% of the causes of incidents or issues in it and then unauthorized changes are are the worst kinds of changes they they can happen often they're usually a result um somebody in SE Ops it operations possibly even devops as a team member so think of those extra features those Better Together scenarios um like unauthorized changes like major Incident Management major Incident Management uh service outages devops right this is all now going to be stored here in one place under service operations workspace where did it come from so you could think of I TSM agent right some of some of you definitely use that you think of operator workspace you think of the site reliability operations workspace and those functions have now been put into service operations so all of the information that comes from those Solutions things like your service graph connections service maps of course navigating your cmdb that's all there and in addition root cause analysis combining those two worlds together so that better together is is literally the backend architecture we've combined uh these these itm and itom operations together now when you talk about change management specifically inside of service operations workspace we want you to remember some some key things this will incorporate the full change life cycle experience okay so good Dynamic overview do we need need to show every field to your your processors as as the whole change ticket no so the the dynamic overview is going to really help you navigate that underlying State model and give the relevant information back to the appropriate people at the appropriate times and then we also want to have a DAT a data driven and adaptive practice so ultimately minimizing your risk pulling in information is as well from other systems people if they're living in their system of record every day they could have information from that system that needs to be incorporated into the change request so that's what we mean by being data driven just making sure all of the context is really truly there on the the change ticket you could expect to see some additional information like your your conflicts your maintenance Windows blackout schedules these are all One-Stop shop so operations workspace shows those we're going to navigate through how to see those different sections and that's a really important concept that we're going to be going over today that simple intuitive experience is is what we have built for that change ticket from ui6 into now the service operations workspace a little bit more uh down into the change itself you're going to see how the UI gives context gives the right information at the right time time mandatory Fields all of those are included for sure but B depending on the state depending on the information that needs to come back you will see the operations workspace change as we navigate so let's go ahead and get into it we're going to see how change management works inside service operations and that's starting here a couple ways to get to service operations workspace uh typically where I go is I go to workspaces and and it's there you can add it as a favorite of course you can search for it so once we're in the workspace itself let's go ahead and see what it looks like to create a new change request couple ways to do this I'll go ahead and just click that plus sign and then adding our new change request at this point we'll get back to this these are examples of the different types of change tickets that I have inside this instance you'll see some of them that you're used to right your your emergency your normal your pre-authorized but we will talk about multimodal so getting into that at a later point in today's demo is something that uh we can look forward to what I'll do for this one is I'm just going to uh select normal and click next this is an iil user at this point filling out the rest of uh these fields so things like short description description all of that we're quite used to but just keep in mind let's as as we kind of take a tour here just just look at the different uh Fields how they come across the different look and feel of it and we'll go ahead and make sure all of them are properly filled out as well so we've got our short description description and justification couple ways to save it you can use these menu items you can use your uh record buttons here as well so at that point you can start to see that Dynamic UI take place you have additional fields that have been uh opened and presented to the iil user there's also navigation along the right hand side starting with the record information and down here to agent assist and also any attachments that might go along with it so what we'll do at this point there's some calls uh calls to action right so when you present these additional Fields that's exactly what we're we're saying you you need to add this information it is a call to action at that point what's nice about that what's valuable about that well it it really shortens the training process and what it takes to open up a change request and it also helps you instead of just having a you know a red as next to a field the mandatory information is a little bit easier to collect for those end users and they can fill it out in a faster fashion so what we'll do at this point here is make a note of that change number you can navigate along these tabs as well so I'm going to click on details open that up I'll just take note of that change number before we move on so now we want to define the scope we want to get it scheduled into a conflict free time slot so what we'll do here is I'll go back to the overview page and continue these calls to action so when I add the scope at this point here we need our configuration item and go ahead bring up our email service at that point I'm going to save it to see how this screen changes I really should have used uh that save button there again being a call to action more directly but because that save button is represented here you could use either all right when I saved it it allows me to refresh the impacted Services because I have selected the configuration item I'm now navigating my data model and I can see what other services might be impacted it'll it'll take a little bit here but you see affected CIS the rest of these are zero at that point but it just changed the refresh impact uh has been processed and we can see here that there's there's one impacted service so you can click on there and see the rest of the impacted service and navigate further if you needed to at that point okay now we're going to go to that next called to action we'll go ahead and save that and collapse it so uh at this point I'm going to jump down to setting the schedule now this is how the calendar looks and the scheduling calendar it's operating in a new tab so you can always go back right you see how we've got our our parent tab up here and then when you click on your parent all of the children are there you could of course have more parent tabs the subtabs would change at that point so the navigation is great you don't have to close a screen or you don't have to dive into the scheduling and then come back to the change ticket right those fields stay there and you don't have to X them out although you certainly can but the navigation here should be a lot easier to save your work and process it more quickly so we'll go ahead and set start date for tomorrow and so it's going to take a take an hour when I schedule it what's going to happen well there were conflicts detected this is great we can see here where are our maintenance Windows all right what Blackout Window okay so let's go ahead and let the system give me a little bit of assistance at this point I'm going to go and phone a friend use this button down here to find the next conflict free time slot so when I do that it finds it it updates it you can certainly go ahead and edit that if that doesn't work for you so this pencil button you'll see it throughout the navigation of service operations workspace that'll help you make any changes so it's really great to have that automation but you always need an override let's go back and see what it looks like in the details scheduling section even though I closed out that subtab it was updated it it was dynamically updated with the planned and end time and at this point we'll go to the assignment group now that we've got that taken care of in the schedule and we'll go ahead and assign it I do want application development and then Andrew is I'm going to send that too okay so record information does give us a snapshot as well and multiple places that we can see what's going on here now that it's been assigned well I no longer have the ability to modify that okay so because I was the record Creator I was given that option to assign it when whatever information you do want to allow that record Creator to have but the requestor then loses the ability to say oh I I didn't didn't want that team I wanted another team so once it's saved in there at this point this is how we have our flow set up and we're going to we're going to go ahead and lock that down and remove it from the UI okay and there's other examples of the way you can use this Dynamic UI but it's it's really helpful to make sure that people once once they've done something you don't want them to change it let's let's take it out right so next we're going to evaluate the risk all right at this point here we have a risk evaluation section and there's multiple ways to evaluate risk within the change process uh risk evaluation it there there's a little bit of gamification that can happen there because you are allowing somebody to say oh this is high risk this is low risk all right so so maybe there's some inaccuracies but um there's other features um if you're in the itsm Pro space you can use risk intelligence where there's machine learning that's that's learning your your teams and actually assigning a score things along those lines but we're going to use risk evaluation today that'll launch our survey our uh category I'm sorry our risk assessment so we're going to say critical and complex think very very open about this and we're going to say well there is there there is definitely um oh let's see and forgot that one we're going to say there is a redundancy plan and then moderate difficulty to verify that it was successful so this is an example of a risk assessment form everybody has access to that um and we're going to submit this go ahead and save it see what see what updates we might have at that point so the scope and impact uh scheduling all of this is now populated we can see the over here because the risk assessment was how we're calculating risk in this particular category it came back as a a moderate probability of success it does have high impact we're looking at like our email service right but we also have a really good team so their success score is 89% so we'll we'll keep it keep track of that risk as as we go through here you can optionally you can view the assessment see like a readon copy of that so you can launch it again if you want to see what the answers were okay also down here what other abilities does does this record information side panel give us and we can see the contact information right you can you can launch communication from here at this point so it is assigned and uh I can't change that again I'm the requester but you can reach out to this person who is managing the ticket at that point so I think we're good we've got everything we want on this ticket we're going to go ahead and request approval so we're watching this bar at this point so when you request approval we're now put we've we've passed the record creation so it's no longer in the new state and now uh we have lit up this section here for assessing uh this change ticket all right uh the schedule is there assignment is there the original requestor all of that information is showing up here on our side panel okay so what we'll do we're going to switch over and we're going to assess authorize and implement the change request so we'll we'll switch to somebody here here in the iil rooll and that will be that will be Bushra so her service operations workspace let's talk about this navigation on the Le hand side this list gives you the ability to navigate what you have access to so when I launch that uh you can create your own lists and filters so what I'll do here I'm going to go down to the changes and here it's this point is the list of what's open and oh now I clicked all let's go back to open okay that ticket was 19 yep right here double check that change number thought I wrote it down yep 11 n thank you there it is 11 n there's notifications that can happen at this point Point that's been assigned um so I'm just navigating directly to that change ticket but all of your existing email notifications push notifications right all of that would would still be fired off by the service operations workspace opening up 119 at this point here and what's important to Bushra at this point shows up so on the record information tab we do have the risk assessment and we do have information here that that uh is open for for Bush R to navigate we can see the activity in this middle panel here and also navigating through things like uh the details any change tasks that's showing up as well let's go back to overview keep talking about that Dynamic UI and here we have more another example of service operations workspace helping you navigate the calls to action that are appropriate you can put you can have the navigation down here you can duplicate it up in uh the top for the service operator but really it's it's just what what's the most helpful to help people push through that next step that they need to do so I'm going to go ahead and click on this call to action we make my approval decision okay so now the change has been peer-reviewed after a few seconds we're going to we're going to see that move forward into the authorized State okay another way to to navigate this information here we'll show it through um another individual here so a cab approver at this point is is needing to be involved I'll switch over to their profile okay so this is a new individual we've uh got Kristen Mitchell she's on the cab Advisory Board and I've already got her service operations workspace loaded for us let's go see open um she can see what's directly assigned to her I'm just navigating directly to the list so what relevant information does Kristen have there's the risk assessment uh there's the scheduling the assignment who was the original requester okay so everything we would expect there um we can view the activity and and see what what's been going on the timestamps and so forth we can uh manually add change tasks we can see uh the details related records all of this information here one other way I want to show you it doesn't have to be a direct button we still allow uh sort of manual oversight if you will what uh you can find directly what needs to be done as the next step and that's here for related records I can see the affected CIS uh the approvers what impacted service this all had so this is a very powerful subtab of the change ticket inside of up service operations workspace and I can go ahead and see here that Bushra did approve it that was what kicked it off to go to the change Advisory Board and at this point here I'll just go ahead and do some individual control here and approve those so Andrew right he was in there um couple others that need to approve it their their stamp of approval needs to be on this okay so as you do that this is another way to navigate service operations workspace we'll just go ahead and represent the the rest of these approvals at this point all right so we've got no longer required and we've pushed it forward and now I'm just I'll just go ahead and H the magic button here we'll prove it for everybody okay what we want to see now is moving it Forward into the uh the scheduled state so now those are those are taken care of we can see now we are are pass the authorization cab was good and we're now looking at uh that scheduled state so we need to implement the change request we'll go back to uh the original browser the original uh requester here I switched over you can see uh my profile changed that's that's Dynamic so as the authorizations were taking place and it moved forward to the scheduled State any body involved with this ticket sees those updates see how we're doing here I want to implement this uh at this point here everything's been authorized so we'll go ahead and select that the record should update to the Implement stage right so we've passed scheduled we're now at the imple lement stage and a couple of tasks were automatically created let's take a let's take a look at those this is what change tasks look like okay and they're they're important so they they're uh pushed out here as their their own category and you can see that we've got uh Implement and po Implement to move to the review state we can we can do a couple things here um we'll go ahead and open up our our tasks here and one at a time and go ahead and sorry about that I think I've all right close that I wanted to close the this thing we'll go ahead and close the Implement oh did in the reverse order all right well we've got those closed and now at this point here with those change tasks uh accomplished we can see back on the details screen and the overview that we've pushed forward to review right so fast forwarding uh we're going to we're going to push forward through that work the October 28th came around I think that was the the schedule date so now we're going to add closure information this is the next call to action so the requestor does see that they have to uh do their part and add more information so we'll go ahead and say this was successful and that it was uh no issues using this save feature right there that's up so what we see here is I'll go ahead and just do a save and refresh so the ticket will be closed at this point because the uh oh should have should have clicked the button if I would have tried to close the ticket before adding the closure information I would have been given uh an error that there was there was a more fields and another call to action to fill before we could close it so sorry about that jump the gun and I put the closure information uh before you I could show you what what the error looked like but that is another part of the dynamic features on this uh op operations workspace right you would expect that you couldn't close uh a change ticket without closure information in the other UI you certainly can't do that in this one either Isaac sorry we have a number of questions I've been trying to get through many of them but there was one question where we went through cab approval really quickly at this point service operations workspace does not yet interact with the cab workbench correct not from the administrative side correct right so that is something that I believe we were targeting for Washington David but I'm not sure whether that's actually still going to make it because we've had to reprioritize some of the work um but we will be looking at that it's just we have a lot of customers not even using a cab workbench anymore so it hasn't become as high of priority so bear with us hopefully you'll see that in Washington thanks Isaac thank you Janet all right let's see moving back here uh I've logged in as an admin let's go through some some extra information here uh to help everybody at this point we're going to talk about multimodal so you remember when I created the first change request right I hinted that we were going to talk about multimodal that's what we're going to get into now so how do you make something that's essentially Uh custom if you will but that's not going to follow or doesn't need to follow your existing normal emergency um pre-approved all of those types of of change models that we're used to and what we've done in this particular instance we've created a change light and it's got some examples of of transitioning here so how did I create that that new Change Model we're going to go here into our administrative side and now underneath change we have the administration of change models I'm going to give you a little tour of what what that even meant right it's a very generic name but I wanted to just show as in the descriptor that this was a a normal change but it it was uh more or sorry less steps and it had different transitions so underneath here we can see what what uh I've created at this point here this particular Change Model I said yes I want you to be available when a an end user a requester clicks on the create new change button I want it to show up change the color remember the change light with transition kind of had a pink color to it so things like that can help just bring people's attention to something new or something they need to remember is our default Change Model well probably not okay and we got a short description and um showing the description as well that's uh that we want to show to the end user when they click on it model States so once you once you create your your top presets at that point you can Define your read roles your write roles your model States so underneath new when I created the the first model I want to show up on I wanted to go new Implement closed cancelled so we didn't we don't have like an assess in here you notice that's why we're calling it change light we're just shortening what we need to do to capture the right information but when you have these these four models you also need to tell the the new Change Model how to transition so you can go from new to cancelled you can go from new to implement so if somebody cancels at that point uh it would be the end of it and there would be no more transitions within the operations workspace to show or new to implement would push that forward so underneath Implement from there we have a transition where you'll get the option in the button to close it you don't get the option to transition from Implement to cancelled at that point and there's there's kind of a a little logic behind that the assumption is that the the user will change to implement from new when needed but if you're past that at that point we're probably too far down the path to cancel the change so we're not going to allow a transition from uh Implement to cancel we only allow Implement to close Okay so these are that just some basics of creating new Change Model but just as soon as you allow it to show up in the create new section when you're in the operations workspace you're creating a new change request or really wherever you're creating that new change request from you will then see that new mode that that new model sorry show up all right one more uh bonus here I want to get into is is connections to devops now now devops and change velocity change management within the devop space that is going to be under itsm Pro okay okay so change models that's that's open for everyone uh standard Pro but specifically what we're showing next is a is an itm Pro feature what is devops well devops is essentially when there is a developer and they're creating code okay they run pipelines and when they run the pipeline you're compiling all of that all those new changes and you're packaging it out ultimately to production before we push out development work to production though how about if we had a change ticket just to make sure everything looked good everything was fine and we don't want to do things like push out production code during the a blackout schedule right we need if if the developers are pushing out code are they going to know the maintenance windows are they going to know blackout schedules and that's just one benefit of having change tickets being created when the developers automatically process their work so what does that look like and I definitely encourage you if this is of interest to you and if you are looking for a devop solution perhaps you're speaking with your development team about how can it operations better support development how can development still do their job um effectively and efficiently without more administrative tasks this would be uh absolutely worth your while to look further into we have other webinars that are just done specifically on devops but what I'll do here is show you just a small piece of what the devop solution actually is what are we looking at here we're looking at Azure devops this is where a developer is going to spend their time uh committing code making changes to their projects there's there's absolutely a plethora of other cicd tools that developers are going to use use you know GitHub gitlab Jenkins right today just showing very quickly one example we're going to use Azure devops it's one of the more common tools that you'll see out there for development teams I'm sure that was a controversial statement to some developers but moving forward so when they commit their code it's going to process through this pipeline a pipeline is going to build the code it's going to run tests on it it's going to make sure that you know all of these parameters passed and there no there's no security issues from the developer standpoint but what happens is the developer also has the final deploy stage and again that's where things can go sideways that's where you can have some production code rolled out during a blackout schedule so what we're doing here is we're adding a new step for the developers to see that when they want to push out to production hey look at that the word service now appears in their tool tool they don't have to go to service now to see this and their tool told them that a new change request was created and it's pending a decision so we can go ahead and open up this change ticket I'm going to go back here to uh service operations workspace and open up my list of changes and my open changes and what I want to show here is this change ticket 118 that was created by the developer just doing their work no one had to create it it was automagic so let's go ahead and open it up and see what information was passed into this change ticket okay we've got a successful closure so we're looking at things after the fact uh somebody approved to um we might need to fix that scheduling but look at the look at the summary here uh we can see the affected CIS impacted Services all of that was collected into the change ticket without a developer having to create it and say these are the CIS or this is the service or this is the project okay underneath details we can see a little bit more information here the risk was calculated Auto atically and the um the assignment was already created so the system did all of this for us what you can do at that point is you can allow certain information to control whether this change ticket moves forward or not even before an individual um itel fulfiller or somebody on the cab would look at it and what we're allowing you to see here are are more more information about that service and uh details about that service like what were the code commits uh who needs to approve this okay so just think of that Automation and when you're running your pipelines you want to push out to production let's talk about putting a stop Point here just a checkpoint really and looking at that uh information pushing over to the change approvers and then upon approval what happened and it takes a few minutes for this to process that's why I did it ahead we can see here that there was an approval and when you approved it then it moves forward in the deployment uh of the pipeline the next stage The Next Step will be followed upon approval of that change ticket all right we have gone over a lot of information today uh at this point here let me check the Q&A box okay all right I think we're good to go thank you Aisha thank you Janet we went a uh two three minutes over which is in this case here I think a good thing so uh we'll send out this recording the follow-ups the Community page we will send out the launch and learn where we did specific deep dives into multiple sections of change management and uh I think I think we've had a good day thank you thank you everyone