so welcome everyone to the next in in a series uh this is my second last um live on service now session for this year and we're going to be covering uh change enablement in the service now platform today in this live on service now webinar so really the intent of this is um you know maybe you're an existing customer and you've had service now change installed for a while and maybe you're looking for some information about you know what are all the features and capabilities that are currently available in the platform or or have been available in the platform for some time uh that that you may not be aware of so when I talk to customers um that is the case a lot of the time even though customers have been using change in service now for some time they're not always aware of of all the features um and the capabilities that we have in the platform to to help you manage change better so this is for you uh or you may be a new customer and new to service now change and and you want to have an understanding of of of what features are available and and how best to use them so again if if you're in that boat uh then this is for you but essentially what we're going to cover today is we're going to learn uh you know this is going to be an overview I I I I don't have time to do deep dives into specific topics but but uh you know we have done some webinars already this year that do sort of a deep dive into some specific topics but really the idea is to give you um an overview of the advanced intelligent change management capabilities that enable customers like yourselves to transfer and enable uh modern change in a in a modern Enterprise or modern organization today because we have growing demands to increase change velocity and handle higher volumes of change especially small incremental changes that are coming through from devops pipelines and and other Integrations for example and really what that's doing is it's exposing some weaknesses in the Legacy change management implementations so in service now we have a very rich management feature set that helps you to dynamically scale your change and and manage that velocity without compromising uh stability and governance okay so let us move on uh we always have this forward uh you know Safe Harbor notice for any forward-looking statements uh not expecting to cover anything that's not on uh already GA in our product today but this this is just in case we do talk about road map items to not base any buying decisions on those statements and just a reminder that this is part of a series so um if you want to have a look at and join up for any other uh webinars uh there's there's lots of interesting topics on the agenda um there's still a few to go towards the end of the year uh scan that QR code or have a look at that link on our Community page and sign up and register for some of the other events so just some housekeeping we will have time at the end for for Q&A but I would prefer you to ask uh questions as you go along so uh please use the Q&A function in Zoom to ask questions as we go along I may not be able to see the questions but I will pause as I'm going through through the presentation uh to have a look and and answer anything that's there as I mentioned this presentation is being recorded and it will be made available on our uh Community page and on our YouTube Community Channel and you will be sent a survey after this session to ask for feedback because we always want to improve uh and make sure that we are constantly improving so a little bit about me my name is Mike L I've been at service now for around 18 months uh I'm an outbound product manager in the itm business unit and specializing in change and devops and in previous life I have a lot of experience uh operational experience in various Enterprises um managing change being a product owner for Change and and and service transition processes in general okay so let's kind of set the scene here and talk about how businesses have transformed and and how the way we work and the way we deliver technology has changed over time and how that's affecting uh change management so as I mentioned at the start there there are there's an increase in in change velocity that we're seeing across our customers and we're having to handle much higher volumes of much smaller changes and we need to be able to dynamically scale but at the same time how do we do that without compromising the stability and governance that change management obviously has to bring to bear in an organization so a lot of challenges there across different uh environments because of the the changes that we're seeing in technology you know you you might have you might have a mixture of Technology uh technologies that you're having to manage uh from a change management point of view um those technology and the way those Technologies are delivered are sometimes very different and there's usually uh in a lot of customers have a one- siiz fits all change process and that's really no longer uh fit for purpose the old itol way of doing things uh no longer is fit for purpose for managing the modern way of delivering change so having a look at some of the uh outcomes that that that we desire to see we want to make sure that we can automate the change process as much as possible and remove some of that manual burden uh because we're having much higher volumes of change and we want to increase velocity so how do we automate that and how do we how do we increase deployment frequency you know reduce our lead times get faster time to Value minimize change failures Etc so those are some of the things that we're trying to address and I'd say in addition to that we want to try and have a change management system which is kind of following good practice or or best practice uh where we can have the governance that we need but remove some of that manual overhead by automating as as much as we can and also not having a one-sized fits-all process so having features in the solution which allow you to have a more fit for purpose change management uh process in your tool okay so what what we'll cover I'm not intending to go into into a lot of detail on some of the base features uh that uh that that are already there but I will make I will highlight some specific ones but obviously there are some core capabilities so you know if if you have uh and this depends on the licensing that you have in your in your instances in your environment um how do you know what licensing you have well you can either talk to your your platform owner or you can talk to your service now account team and they should be able to tell you about the the licensing that you have but as a general rule these core competencies or these core features that you see here risk and impact analysis conflict detection scheduling uh blackout uh and maintenance schedules cab workbench change models which we'll go into in a little bit more detail change approval policies and the unauthorized change features know they are out of the box for itm standard so if you're an itm Standard customer you will have access to all those features and we're going to go into a little bit more detail about on some of these so cab workbench you know this is not new this has been around for a while um some customers use it some are not aware of it but cab workbenches is an is an interface or a a workbench that allows you to manage your cab meetings so it will it will automatically uh set up a a schedule for your meetings and send out you know the meeting invitations and and automatically handle the agenda attendees Etc once you set that up it it acts sort of like a template and you can uh and and and it will automatically generate those uh for you um it you can obviously also add additional items that you need to cover in a in a cab meeting if if you need to so it's not set in stone it'll it'll build the agenda based on the conditions that you set and then if you need to add additional records in because uh you know things always change you are able to do that then you can you can conduct the cab meeting in the work in the workbench um and it provides a dedicated portal to do that which is uh has you know reminders and set times to cover each change and provides a kind of an overview of each change as you're as you're looking at it so the changes can be discussed and then approval decisions can be made on those changes or within the workbench so again not something new but customers some customers may not be aware of that one now change models is a is a is a re um is a recent feature maybe maybe a couple of years old now but basically this is to address um some of the challenges I mentioned before where you know we have an old sort of it tool based um uh workflow uh where changes always go through you know new assess authorized schedule Implement review and closure they always go through that same process uh for normal change uh obviously standard change they're pre-approved so they don't go through assess or authorized and you've got emergency change as well so you've got the three change types and they kind of Follow That same process so doesn't matter what the use case is but essentially you're using the same workflow and following the same state transitions that that that are provided in the workflow so what we have with change models is essentially a more optim optimized way of tailoring your change process based on a particular use case so they're more fit for purpose and they can help you to increase your efficiency and your change velocity so for example you might have an srre change or you know s um site reliability engineering change where you just want to um verify um uh verify the EB and then do an an implementation a and and a closure uh EB is error budget or you may have uh an an unauthorized change and with our unauthorized change capability uh those will start in review state and then they'll have an authorized State and then they close so it's a much more efficient process uh there are a number of other examples of this change registration Cloud provisioning you know you could build one for patching for example that only goes through States and when I do the demo I'll cover off in a bit more detail about how you can build these and and what you can do with them essentially you can automate the transitions from one state to another and you can Define the data that you want to be uh either templated or or mandatory before a change will move from one uh transition from one state to another so all those things are possible and essentially what what that's it's giving you the the change models are closely tied to change approval policies and also to flow designer Flows In in the back end to enable you to to automate approvals automate State transitions as I mentioned and have a policy-driven uh State model and and something something that is more fit for purpose defined by a use case and not tied to you know necessarily the old way of doing things also we have Security Options now uh aligned to models so if you need certain models to be only available to certain groups or people in your organization you're able to Define who can view and and make use of those change approval policies are a very powerful uh capability again this was introduced a while back but not all uh customers are aware of them but essentially what they do is they enable you to automatically manage how approvals are done on a change based on the data So based on the incoming data and based on the conditions in your environment and and on the change so for example you could automatically approve lowrisk changes for a specific service or a specific team that you're happy to provide that uh automation for provided they meet certain criteria you can add manual approval for example on on other teams who maybe are not doing change as well or if you have a critical Business Service being changed you could add manual approvals to that change so they're very good for handling those sort of uh situations um obviously uh all these features and the way you implement them are are there to to make sure that they're auditable that they're traceable that they will provide a means of governance that will meet your it controls in your organization and they give you a degree of agility so um you know business conditions change and and issues can happen and and you might need to quickly adapt to that from a change approval point of view you might have um black a blackout that you need to implement quickly because of um you know issues in your environment or or something that's come up that you need to manage and with change approval policies you can easily do that they also help accelerate time to Value because they're really removing a lot of the manual overhead around approvals and everything is uh is data driven now the next set of features here that I I want to talk about are the more advanced features so for customers who have uh itm Pro it and professional or Enterprise licensing these features are available to to those customers and we'll go into detail a little bit of detail about these as as we go through so we'll cover change success score risk intelligence uh change velocity dashboard I'm not going to cover devops change velocity or devops config today because we've done uh I've done a number of um webinars on those specific topics already so you can go and have a have a look at those uh if you want to Deep dive into those ones I'm not going to cover those today so change success score uh I'll show you how this works in the demo but essentially what this does is uh it's a it's it's a job which runs every night uh through uh PA and it collects data on the outcomes of changes that have already been closed and it looks at whether those changes were successful or had issues or were unsuccessful it also looks at any changes which caused uh incidents and looks at whether they were P1 P2 P3 incidents and it gathers all that data together and um runs an algorithm which does a daily calculation for each assignment group for each team in your organization that's doing change and uh gives them a score and that score essentially becomes a tool for assessing how well teams are are doing a change so it allows you to to look at um that score and and that can be helpful in a number of ways it can help you determine which teams are doing really well and therefore maybe don't need as much governance or which teams are not doing as well and and need some help help need some support or need some additional governance on their changes and in addition to that you can also use that score in a change approval policy so these things work nicely together where you can for example automate approvals for teams that have a high change success score because you're comfortable for them to have a lower level of manual approval obviously you can also compare individual teams and you know there's some kind of gamification that's possible when when looking at this so when we look at our uh intelligent risk intelligence or AI machine learning capabilities you know we have a number of capabilities in the platform across various products when it comes to change management there's a number of uh machine learning uh or what's called risk intelligence capabilities available so this capability can can look uh can use classification or similarity uh learning models to predict the risk of a change based on the data in your organization of previous changes so it looks across the history of your changes and it looks at some specific fields that you can uh you tell you tell the the model what to look for and then it can predict what the risk is based on based on what it learns so um you can either use classification or similarity models you know it'll depend on how much data you have I think uh classification requires at least 10,000 records similarity is less and you can have it you can have it uh turned on in in two different ways you can you can have it predict the risk and then not actually update the risk but it'll just show you what it thinks the risk should be based on its prediction model uh once you're comfortable that those predictions are accurate uh you can you can then turn that on to actually Define the risk for a change so that it's not defined manually it's defined by the model so you have that option and risk in general is um has has been evolved um to to be a more modern risk evaluation capability so when we talk about change risk there's there's a number of ways you can look at deriving risk um you got the Legacy risk which is really based on um you know we you have a risk assessment where someone answers questions and that's more based on subject subjectivity so someone can answer the questions one way and they'll get a risk outcome if they answer it in a different way they'll they'll get another outcome and obviously that that's very subjective and and people can learn over time well if I answer the questions in this way I'll get an outcome that I want so what we really want to try and drive and and this is true of many of these features in change is a more databased uh risk calculation uh methodology which is not dependent on someone's subjective view but is based on data and and is giving you a more objective View of the risk of a change Based on data so that's really what what we're trying to drive so we have what's called a success probability module where you can look at for example change success score as I mentioned so how good is a team at doing change you can also look at a change model success so how good are we at an Enterprise are doing at doing specific types of Change Change models and then you can also use a combination of those things to calculate success probability based on based on those two on those two things so together there's kind of a matrix that you can get where where you're looking at a as I said a more kind of industry standard Modern Way of calculating risk based on the impact of the change and the probability of the change succeeding which is based on on all those different Factor factors service now will will also look at the other U methods for calculating risk and and I'll show you some of those in the demo and then the output will always be the highest uh value that it finds so for example as you can see there you've got the risk conditions came out as low risk intelligence came out as low calculated risk score was moderate and the risk assess assessment questions came out as low the overall value will be moderate it'll always take a very conservative View for the final uh risk outcome okay and uh finally there's change velocity monitor this is really a tool for change managers or change management to understand uh what's going on uh give gives you a nice dashboard and and helps you look at uh at how your your current and historic kpis are trending and and what your you know your current uh workload is for change so there's that dashboard is out of the box for itm pro customers there is another option for Enterprise customers where you can click through to process uh optimization which requires an Enterprise license where you can you can do some uh work to understand where you have uh process issues or bottlenecks or you know any anything to to help you understand you do some process Mining and helps you understand what you need to look at from a process point of view uh in change okay and finally and I guess this is the latest uh feature uh now I I do have next month I'm I'm going into a a session live on now service now session specifically on change in s so so if you're interested in in in looking at this in more detail because I'm not going to cover this in detail today uh please register for that session which I think is on the 12th of December uh but in service operations workspace you now have the ability since Utah to create and manage change across the full life cycle so uh this wasn't available in the first iteration of service operations workspace uh but it but it is now so you can manage the entire endtoend change process within service operations uh workspace and it it does so through what are called Dynamic overview pages and that's to reduce clutter on the form and it guides uh knowledge workers who may not have specific process knowledge about how to navigate the Chang life cycle it guides them through giving giving them information and surfacing uh widgets that they need to complete uh in in order so it kind of gives them to be done and helps them focus on on what needs to be done next um there's also uh the the the scheduling view uh function has been updated in in service operations workspace and that's really allowing you to very easily understand uh from a scheduling point of view whether you are with uh within a maintenance window or within a blackout window or conflicting with other changes and very easily manage the scheduling for your for your change using these uh Dynamic pages okay so we're almost at the demo uh before we do the demo I will run a poll and then I'm going to have a look at the questions that we that we have so let me just launch this poll quickly all right so uh please answer the poll uh just interested in what features you may or you may be using today so it's it's a multiple choice question so please tick the features that you are currently uh using today so we have uh over 20 participants so I'll just wait till we get a reasonable amount of responses if you're un able to respond to the poll I'm happy for you to put your responses into the chat I know some customers can't use the the zoom tools so just put put your answers in the chat okay I'm going to give it another 10 seconds okay thank you I'm going to end the poll and share the results so looks like um many of you today are using change models and change approval policies which is excellent and uh we have One customer using change success score risk intelligence and devops change fantastic okay that's great thank you for that all right we're going to jump into the demo so just going to stop sharing and have a look at some of the questions that we have okay uh because where do we find the details of this algorithm is that uh is that to do with uh risk intelligence vicus is that is that what you're asking about the predictive intelligence algorithm the change change change success score M change the success score okay um it it is documented in our doc site and you are able to configure how the calculations are done there are some multipliers that you can configure if you if you want to change um what what it looks at if you wanted to add some additional U data um there is a way also to do that uh if for example you wanted to look at um let's say outages which is not out of the box there there is a way to include some of that data uh into chain success go but I'm happy to dive into some of that detail um oh Alex answered it all right fantastic thank you Alex sorry I couldn't see while I was sharing um okay uh someone anonymously said currently not using any of those features okay no worries um and some other questions how do you record cab minutes or communicate that back to a bigger audio audence after the cab um as Alex said uh there are there are meeting notes and as you capture meeting notes at the end of the meeting you can send that out from the workbench and and and it it handles that requirement for you or everything is documented and attached to the change thanks Alex all right let me share my uh screen and we'll dive into some demo sorry and just bear with me one second okay you should be able to see my Chrome browser now so first topic we'll cover is um change models now as I said change models are a way of um being able to tailor your change process for a specific use case so let's dive into this Cloud infrastructure model which is just an example of one so we can understand more about how they work and what the capability is so you can see here um we we've got a name and this this button here uh makes it available able in the create new change um page so when you go when you when you want to create a new change uh This Cloud infrastructure model will be available there if you don't TI that then it won't be yes you mind um zooming in a little bit it's just a little bit small maybe you can just zoom your browser in a little sure let me do that how is that maybe one more one more better perfect cool no worries thanks Alex all right okay so what you what you what you can do here is you can also um set some presets essentially these these act almost like a like a template so I am setting or the system is setting type normal and assignment group to the network team category to system software and risk to low now when you set these values here and obviously you can go and set any values any other values on the change um they will be gray out for the user so the user will not be able to make any updates to the values on these fields so you just need to be a bit careful about what you choose to preset here if the expectation is that data needs to be updated by the user then then don't set it here now in the security section here this is where we're able to use uh roles for read and write Etc uh to determine who can who can view and who can edit and who can make use of these this particular model and down here on this related list are the model States so you can see this model only has uh two states defined authorize and close and the initial state is authorized so when you create the change it'll immediately go to authorized State underneath that you have the the transitions from one state to another so let's have a look this one is going from authorized to close and you can see here we've got an automatic transition so once I Define my conditions for transition the change will will transition automatically and I W have to manually uh push a button or select a value to move the change from one state to another so let's have a look at some of these conditions to understand what they're doing you can see here this one is approval and it's looking for the change to be approved so obviously if the change is not approved it's not going to allow it to move uh to uh to closure and the next one here is uh saying these fields short description configuration item plan start and planned end date should not be empty in other words I will want to see values in these fields before I'll allow the change to move to that next state okay so that's a very simple example so let's see how it works I'm going to uh this is my create change page so when you when you click on uh change create new it's going to take me to this uh page which is showing me uh a number of number of things so this is showing me all the models that are available in create new so I can see I've got normal emergency devops my cloud infrastructure model which we just had a look at and change registration preapproved that's all my standard change standard changes that I have access to so these are the preapproved templates all will obviously show you everything and I'm also able to pin models so if I said I want to um pin that one and pin that one it'll only show me the ones that that are pinned so let's have a look at this Cloud infrastructure one I'm going to select it and it has created the change with some of those uh templated uh values as as we saw so category uh risk assignment group that's gray out I can't alter those ones so let's just put in a a description in here let's say provision new to server and app and we will put in a date select down date here just for the purposes of the demo I'm going to save this record uh now this is to show you that that configuration item was a mandatory uh field so I do need to select a value here I'll select Cloud hosting services and save that one so what we should see is the change should go straight to authorized state which was the initial state for this model and um it has done that indeed and then the next state is close once I populate the required uh information so what we'll do is with the next step is to authorize it so you can see it's it's uh sent some approvals to the network team I will approve on behalf of the network team just to show you how this works and the change has gone straight through to closure now obviously you know this model needs to fit your organizations change process your controls Etc uh one of the things I do want to point out here is closure information has been populated already I didn't do that so how did that get populated so it's been it's assumed this one was successful with some notes put in here now maybe that's not something maybe that's not good practice but what I want to show you is is how that works so if we have a look at the flow which is associated with this um model so every model will have a flow in flow designer associated with it and one of the it it basically manages the uh what happens at each at each step but one of the things it's doing in this update step here is it's it's filling in those values for for those fields so it's setting approval to approved once I've approved it and uh setting close codee to successful with those CL close notes so it's just showing you the power of what you can do combination between the model and and flow designer okay let's have a quick look at uh risk conditions I I will come back to questions if there are any all right so uh there are a number of ways to manage risk uh within service now for change so you have what's called a risk conditions and I'll just show you an example here so what these are doing is sorry just need to move my zoom panel out the way so this one obviously insufficient lead time what it's going to do is given these conditions down here so if plan start date is has a value and the the start date is uh before 3 days time so it's less than three days time it will set the risk to high and it will leave impact as it as it is so that's essentially how these work it it they alter the risk and the impact depending on the conditions uh that you set so give you an example of that let's go and create a new change again I'm going to create a normal change this time and what I will do is um I'm going to use a template here just to quickly populate uh some of the fields so I'm going to use this demo prod audit template so that has uh templates are very powerful for for quickly inputting uh information so all these fields you can see with a little tick have been filled in by my template I can also click here and and have a look at exactly what was changed or what was updated by the template um so I'm I'm doing I'm doing an update to this production audit um uh configuration item so let me save that change and I will schedule this one uh let's say for for next week okay now I'm going to do the risk assessment so I'm going to answer the questions hopefully Alex can you see the popup the risk assessment popup is that showing Alex sorry yes it's showing okay cool I wasn't sure thanks Alex sorry could find my mute button sorry sorry sorry all right so I'm gonna answer the questions to try and drive a lowrisk outcome I'm going to say you know it's not a critical Business Service um it's it's an easy change in terms of complexity uh backout is easy I have redundancy and it's easy to verify so I'm expecting this to be a low let's submit and see what happens okay so it actually determined that risk is high so what what happened so I can either click here to view details or I can click on this I they they'll both bring up the same model hopefully you can see that popup model so you can see here risk conditional rules set the level high and that's because a critical service was affected so even though my risk assessment was low I the risk conditional rules overrode that uh and that is based on the criticality of this particular service so if I open if I just do a preview of this uh service you can see business criticality is one it's most critical and if that if it's one I have a risk condition which says set the risk to high so that's essentially what's what's uh driving uh that one so that's that's risk conditions and how they work now predictive intelligence is also playing a a role there so in this particular case it couldn't predict the risk because I don't have enough data on the change for it to predict the risk you can also see calculated risk score was set to moderate based on the change model and the and uh and the teams change success score so let's talk about change success score for a minute here uh when I when I assign a change you can see this little icon here uh which will allow me to bring up a little popup to look at the change success score for this particular group so it's uh there's no um because this is a demo environment there's there's no real data here so that's why these are these counts are zero but essentially this score here um goes from 0 to 850 and you can see the ranges here what uh you you're able to modify these by the way if you if you want to but you can see this this team has a low chain success score because it's less than 499 so uh what we can do is we can have a look at the chain success score dashboard now this is giving us uh every team's change success score across uh the Enterprise and it's giving us our overall average change success score for our Enterprise and success number of successful changes etc etc so again this is not real data so so some of these values won't be won't be real values but you can see here I've got my itom rockstars who are right at the top so this is a leaderboard I'm able to look at my entire organization in terms of uh who is doing change well and who is not doing change as well who need some help and I'm able to look at their specific records I can filter by particular uh assignment group if I want to dive into them so I have that dashboard available to me and by having this uh icon here for example if I was able to assign this to my itom Rockstar's uh Team uh that can they have a much better change uh success score so maybe I want to give this change to to them you can also as I said modify the approval process depending on that score so approval policies uh come into play next and I'll quickly dive into that I can see we're running out of time quickly here so let's quickly talk about change approval policies change approval policies I'll go into the normal change one to show you an example what they have and and I by the way I have a I have a webinar where I dive into detail just on change approval policy so if you wanted to understand this in more detail you can have a look for that webinar but essentially they have inputs inputs are data from the platform so this can be data that already exists on the change record it could be that we are looking at from any other table on the platform or even that we are bringing in through an API in into the platform so it's any data that that's available as an input and then we use that data to make decisions about what we want to happen and the and the policy can either run every decision or it can find the first decision that matches you're able to uh determine how you want that to work and I'll just give you an example here for cab approval uh we we are saying here the conditions are the change request must be active obviously and that the risk is either high or moderate and if it's a normal change type and it's in authorized State I will invoke this cab approval uh group approval so I'm able either able to add a group or add a user or I'm able to specify uh automated approval or automated rejection on on an approval policy based on the data so very powerful uh capability one thing I just want to quickly show you is this one changes outside a maintenance schedule so sometimes you may want a way to manage hey you know we have people who who are running changes but they don't run them within the maintenance schedule how do we manage that well this is a way to do it so in this case I'm looking at whether the change is outside the maintenance schedule which is a value on the change request uh available on the change request table and and if that is true and the state is in assess then I want my service owner to approve the change so let's have a quick look at how that works so I've got a normal change here again I'm going to use a template to quickly populate the change with some values so I'm going to um schedule this change let's say for Wednesday just plug in some dates there and save the record okay first thing you'll see is this blue informational message here so this is telling me that the CI that I selected um I'm I'm scheduling this change outside the maintenance schedule for that particular CI so that's a warning to me let's uh do the risk assessment and again I'll plug in some values hoping for a lowrisk change and submit you can see that the risk has been set to high and if we view the popup it's telling me that insufficient lead time so it's because I scheduled the change uh within 3 days time it's going to be a high also risk intelligence here has said hang on this is going to be a high I'm expecting or predicting this to be a high change okay so let's say I ignored that um I ignored all that information and I wanted to just go ahead uh anyway with my change so I'm going to request approval here and what I'm going to show you is is the power of the the approval policy so I now have three approvals on my change and you can see here that there's two policies that have been applied the first one is the peer approval or assessed technical approvals from my own team that assignment group and the second one is that one I showed you where the changes outside the maintenance schedule and the CI owner is going to want to look at this change and approve it so you can see here I've got two people needing to approve from uh the assignment group so we'll approve those and the other approver Fred famous Fred has been uh has been added because Fred is the service owner for this rewards processing service so looking at the uh dependency map for this particular CI is going to show me uh the impact of changing that uh Linux server and how that's going to impact that reward offering service so obviously that is going to have an impact because I'm taking that server down this is showing me that dependency and it's going to bring in the service owner for that service to ask for a manual approval because I'm scheduling it outside the maintenance window so another really good uh capability there some of the other um some of the other things I quickly want to show just in the last few minutes before we get to questions the change velocity dashboard so again this is a outof thebox dashboard if you're an itm Pro customer which shows you uh this widget is how many uh average time the changes are waiting for approval over the last 30 days and obviously these other ones are you know how many changes are waiting for cab how many highrisk changes do I have overall approvals some breakdowns in terms of um change type uh sorry Change Model change type change category Etc and then some of these are are more useful which is historical uh pipeline so uh the top change success performers this is coming from change success score uh highest change activity is showing me which CIS are being changed the most in my organization so I can see have a look at that and see if there's anything I need to do about you know why are we seeing so many changes for this particular particular server is that an issue or is it expected and you can see some trending information for change success change risk and change volume to help you manage your process and there are also some process kpis uh for change velocity uh dashboard so uh some of these widgets I don't have data for so that's why they're not uh displaying but there's some useful kpi information to help you manage your your process uh the last thing I want to show you just quickly before we we dive into uh the questions uh I'm going as I said I'm going to have a detailed presentation on this so so this is just a kind of a a trailer when you create a new change in service operations workspace what does that look like you've got your your normal models that are available to you as I as I showed you before uh but it's only going to show me information that I need to see in order to move from uh in order to move from one state to another based on jobs to do so based on things or items that I need to complete um it's only going to show me some limited uh information uh if you know if I don't know uh much about the change process it's kind of helping me I only need to populate short description description and justification and I can save that and then the dynamic overview page will show me the next section that I need to complete so I won't go into detail on that now I've got a session on the 12th of December to cover that so let me stop there no worries all right um thanks very much everyone appreciate your time and we'll see you at the next one have a good afternoon you bye