Al righty let's go ahead and jump in thank you all for joining me this afternoon morning um evening depending where you're joining from across the globe look forward to talking about instance Observer for our guided customers with impact uh but first just want to introduce myself my name is Zach Temple I'm an outbound product manager for impact and again look forward to talking about instance Observer for guided um service now as the platform for digital business our customers are looking to accelerate results and realize sustained Returns on their investment in order to help your strategy and execution to the business outcomes you're looking to achieve we want to help boost your bench strength help you focus on some of the more value driving innovations that will deliver real time value for your customers and and users to ensure we're not creating a gap between your future state vision and what you're able to achieve in the short term so we've released a solution called service now impact and a part of that is instance Observer one of the premium tools that is available to you uh disclaimer this presentation may contain forward-looking statements that reflect the current beliefs of service now and are based on the current information available these forward-looking statements should not be relied upon in making purchasing decisions but the safe Farber out of the way let's jump into some of the live on service now events um today's session is a part of the live on service now U ecosystem a cure rated event series to connect you with service now experts peers that can help you deploy your products and achieve your value faster we hope you join us again for future sessions uh webinars and 360 exchanges now you can see the schedule by scanning the QR code or using the link in the chat little bit of housekeeping um we do have some time for Q&A at the end um around impact and instance Observer hopefully I can do my best to answer those um this session will be recorded and shared on the service now Community um and after the event you will be tasked with hopefully filling out a survey for us so we can see if we're doing a good job or not but now let's jump in and start talking about instance Observer um I love this quote you know I'm going to talk about the Inception of instance Observer but uh the quote here from Jeffrey Moore you know without appropriate data you're blind and deaf in the middle of nowhere of a freeway I'm sorry um and that's really where we started with instance Observer um a few years ago talking with our customers across the different personas within the organization um we continued to hear the same you know three sets of themes there was a lack of visibility into the instance performance Telemetry um that often resulted in lack of confidence when pushing Innovation on their platform um and a Time it uh introduce technical debt um so we looked in the mirror we said what can we do to help our customers um have a healthy platform where they can really bring Innovation to life um realizing value for their customers and end users so that's where we landed on instance Observer an off instance application that provides you the user U multi- instance visibility to your instances for your um for your organization with this we provide a ton of telemetry over 90 different Telemetry types which I'll show and you get underlying metad datas associated with the instance so you really are able to point and dig into different areas of the instance where technal debt might persist and again landing on a very healthy platform and then you get the historical insights there's a historical component it's not just near realtime access you are able to look at these Trends over time so when we piloted instance Observer we went back to the same customers that were raising those concerns um and they believed and and saw the value in instance Observer and how it unlocked the instance performance dmetry for them um really allowed them to push Innovation again it's a multi- instance view being able to look at sub production understanding any impacts there well before anything ever made its way to production and then addressing that technical Deb um digging in understanding where it persists and then once you know you have a healthy platform how do you maintain that long term so from a guide of perspective we're unlocking that Telemetry for you through instance Observer the first being our reporting module um this is a dashboard like experience that U collects some of the data and provides it to you in a matter of clicks I'll demonstrate that in a few few moments um and then the performance charts this is where you really start to dig into that instance performance Telemetry um again you're going to have 90 different Telemetry types we continue to add to that portfolio um able to go back in time understand those Trends and see U behaviors within the platform so with that I'm going to stop sharing my screen for a second and bring up instance Observer perfect so you can see here um we are in Impact um this is your you know single point of entry for your service now Journey as it relates um with impact um but a big component of that is going to be you know platform Heth and again for the first time our guided customers are going to have access to instance Observer which can be found in the monitor tab um this is where you're going to see some highle Telemetry um associated with each of your instances um and then a link to instance Observer instance Observer is a very robust application um so it stands alone outside of the impact digital experience um within this this is my demo environment you're only seeing one but upon logging into instance Observer um landing on the homepage you would see your full instance stack so all of your production and sub production instances you see some of the same highle Telemetry that's available to you um in the impact software the availability of each instance um cluster details um and then any monitoring alerts that have been triggered in the last 24 hours and if you're not familiar with the monitoring alerts those are alerts you know we service now have in place for each of your instances um and again you would see that in production and sub production instance from the reports module jumping in here uh there's two pre-and reports that are available to you the first being the daily performance metrics which I'll demonstrate here in a second uh but the first is the database growth report so instance Observer does a really good job of providing um you know performance Telemetry but one other thing that it does provide um is really good visibility into your database the size tables um and different data associated with that as well um I'll demonstrate this chart um and some others within the performance module um again similar experience across instance Observer select your report select your instance and then what date range you would like to visualize again guided customers have up to 45 days of historical data available to them upon generating the report um again you're going to see a few charts load here um the first being your primary data database size so the sum of all the tables and what does that look like over the date range in which you select it similar Telemetry um for the instance including shards um and then you're going to see your top 20 Tables by size um in a few moments in the performance module I'm going to show you uh a really cool chart that's going to show you some of your cord tables um and then a visual of all of the tables associated with the instance you select then the instance availability um really cool view into just quickly validating instance availability and also locations um of your instances within the globe um then separating from that we'll jump over to the help tab so the performance module I call these Telemetry families when you click in which I will demonstrate here in a second you're going to see a lot of underlying metrics but these are the families in which they're associated with uh but before we jump in let's look at the help tab we try to do our best to provide some help to tutorials and addition to our Fred training but I do want to bring your attention to the metrics overview and this is our metric definition library and you can see here on the right you're going to see all 90 plus Telemetry types that are available to you and we try to do our best to provide a good definition and then when it's applicable to the Telemetry type we provide what it could mean from a troubleshooting standpoint I don't think anyone's an expert in all 90 but we try to do our best to provide you with the information of understanding what it is and how you could leverage that data from a troubleshooting perspective when issues do arise Within the instance so jumping over to the performance module um this is again where you're going to be able to dig in this Telemetry um from a historical perspective and a near realtime available uh availability perspective as well um your top three as you think about instance availability um and make making sure you have a good healthy and running instance uh your top three Telemetry families that will be important to you are transaction response times database and semaphores uh there's a lot of other good telemetry here but those are the three and most applicable to all customers um from the response time perspective again it's that similar experience I talked about select your instance select your date range um select the different metrics U that you would like um and then you're going to be able to get snapshot so the first part is going to be providing you with some kpis which is going to look at you know the instance behavior for that metric um over the date range selected what are those averages and then you can see those averages and you can also see you know user transaction Behavior here then from a response time you can see when uh revs have been put on the instance um and you're able to click and drag and then zoom in because the nice thing about this is you can see exactly when it happened and then you're able to go back in time and look at the jobs and transactions that were running on the instance at that time so as you start to see those Trends if you see long running jobs um or transactions that continue to impact instance performance you can quickly identify those Trends and you know take care of the you take the necessary actions on instance to hopefully reduce some of that technical debt and maintain a really high performing instance um for some of the performance uh T sure you are able to look at those at the instance and node level um and then drill down into the different transaction types as well um currently there's no schedule incend functionality that is on our road map but you are able to download the different charts that are available to you through the performance module um then as we look down I mentioned the database growth so wanted to touch on this because again we show you the charts in the reports module um but this one here I really like um and it gives it to you in a little bit of a different visual um the first is going to load it's going to show you your DBI size what does that Trend look like over time how's it you know increased or decreased in size and also provide some of your core tables cmdb CIS metadata CIS user um and then your Tas task table I'm sorry um so again getting that visual but then you come down here to the database growth title um this is going to give you all of the tables on your instance what what is the size of the table and then from a one day and 7day period of time what is the growth and growth rate so depending what you're doing on the platform you can easily visualize how your you know tables are growing or decreasing in size um and that's a pretty consistent experience across all of the different Telemetry um that is available to you um you know again from a semaphore perspective uh we do provide a lot of telemetry Associated um with your instance and it's a m MTI instance view so you should really embed instance Observer into your testing and lower environments some of our best success stories with instance Observer um come when customers are identifying their you know issues um that impact an instance well before they make their way to production all right well thank you everyone for for attending this afternoon or morning evening no matter where you are um really appreciate you taking the time to spend it with us um again this will be shared on the service now community and again there's a series of events around live on service now so hopefully you find these uh valuable and we'll attend future sessions thank you