okay good morning everyone Welcome to our um August 2nd launch and learn for modern change um some of you may know me some of you may not know me I'm Lindsay Gonzalez Prada I'm a a product manager on the outbound side in itsm some I'm I'm recognizing some names here because I also lead the itsm product advisory Council and I know I had some of my folks join we had a session yesterday and one in Asia on Monday night uh California time that is um so welcome to our session I'm filling in for my colleague uh Christopher Elliott who by the way y'all he's out getting married right now so the next time you see him on one of these we sure to congratulate him or or you know poke him a little bit if you uh if you feel like it so um as you know the launch and learn series it's a series of of of sessions that we do by monthly um Chris will be back with you on our next one but today we're going to be going over service operations workspace change management and um my friend and colleague Shea is gonna lead for us um a couple housekeeping items Sheba I think you can go to the next slide yeah um my pack members have seen this multiple times but if you could please change your name um in the zoom participant list and here's how you do it you find your name and the partici list go to more and hit rename and then if you could put your full name and the company you're with and that and that includes service now people because I want to make sure that all of our wonderful guests know who's talking and also for our customer guests who are on the call today we want to know uh who's talking as well on our end so that we can take down any follow-ups and know who you are if we need to follow up with you as you can see we have a lot of folks on the call today so we want to make sure we get everybody body straight so if you have questions on how to do it um you can chat you know direct chat me um in the zoom chat um if you can't chat or you know you have limitations of Zoom feel free to raise your hand right now I've put every everyone on mute to start since we have such a large audience but you can always raise your hand or put in the chat any questions anything direct chat me or chat with everyone and um we'll be watching to unmute folks um usually we don't mute folks but just there's so many people and you can imagine how that can go sometimes so um next slide um Safe Harbor I think a lot of you have probably seen this um in some way shap or form but obviously we're going to be talk talking about uh you know future products plans things that maybe aren't set in stone yet so we just uh you know this is our our Li your the get out of jail free card so uh just know that we're uh you know you don't want to make any purchasing decisions necessarily based on you know any future statements that we make but um Shiva will let you know as we go too right Shiva I will yeah hi thanks all right um and I think next slide we are I'm gonna hand it over to my colleague uh Shea to get going and um thank you so much thank you Lindsay um hi everyone morning evening afternoon wherever you are um so for today's session we're going to focus on change management and change management in service operations workspace so that's really the topic so purely from an agenda standpoint I'll cover an overview of what service operations is what does change management look like or means in service operations workspace we'll do have a demo for you and then we will get into to the Q&A session now before I get started um this is the U you know schedule that you have actually seen probably most likely all of you are aware of so we have had three sessions we talked about modern change success score nextg risk today we are doing s change and then we have three more sessions coming up talking about multimodal embracing devops and then just just in general what is the vision of change management and what does the future look like so that's really um the session today and with me today I have my core team um to help us with any kind of questions any questions that you have around change management s in general so I have Isaac camon Gordon Ari is not able to make it but these guys are all experts in change management so we'll get started with that now Lindsay just a quick question um I know there is a bunch of survey questions so do we do now do we do it later yeah oh thank you for reminding me yes well let's do it now I'm going to let me go back and pull it up so yeah I'm gonna launch a series of just one poll but it has three questions in so if you could take a couple minutes and respond we'd really appreciate it so essentially are you have you implemented s so do you have any plans to do it in the next 12 months and then if you haven't like what's PR Ving you from from turning it on and using it he there's a good amount of answers coming in thank you let's keep going we're about halfway there to all of our par participants and feel free if you're not um if your company doesn't allow you to do polls or chat you could you know raise your hand and shout it out or put it in the chat if you can use chat that is all right we're at 58% let's keep going can we get to 75 guys we can do it does everybody have their coffee in them wherever you are in the world let's see we're going we're still going we're at 61 1% anymore let's give it another 30 to 45 seconds see if we can squeeze out the last few participants to respond okay we have some folks in the chat also responding oh I see my friend Brett hi Brett um gu obstacle is getting VA agent chat implemented okay that's Brett we have it in our plans Implement later this year another one from s white s white update your name so I know what company you're from Julie planning to implement later this year and oh my friend Ralph who's also on pack our issue is mostly resourcing but also lack of clarity on what the operations workspace is got it thanks Ralph all right we we hit 65% I'm going to go ahead and end the poll and share the results and she if you want to walk through the results if you have any commentary you want to make for sure no I mean this data is definitely very very useful for us to kind of figure out you know what the next steps are whether it is enablement or do we need to connect offline so thank you so much for taking this Sur um and again we will go kind of go through the results and and come back and evaluate what our next step should be thank you again okay so I know there was one someone did comment that you know not clear about what service operations workspace is um so that's what we're going to do today I'm not going to go into service operations workspace in detail we do have you know live service now events um there are multiple sessions that we are running on service operations workspace there is also a session on um Incident Management and service operations workspace that is planned for a later part of this year so definitely lot of sessions again feel free to reach out to us we can definitely you know connect on this topic now I'm just going to go back uh step back a little and talk about service operations in general right and this is common today we do have you know it service management teams as well as it operations management teams kind of working in silos and with service operations or or surbs our goal was to kind of break the silos and predominantly we are looking at you know the data that you're coming getting from operations whether it is coming from your monitoring or your predictive intelligence how do we kind of use that data to drive solutions which is ultimately kind of servicing your end users right so as an example uh you know we are talking about uh a responder working on Incident Management or responding to incidents you might have like a virtual agent which is focused on selfservice solutions for airend users all of those Solutions will definitely benefit from the data that you're getting from Ops from your devop systems um you know anything data that you can get from your your endpoints um so this is definitely going to help the personas who are responding to incidents working on changes and are ultimate goal is obviously re responding resolving remediating these incidents faster as well as preventing out outages right now Vice Versa when you have your operation systems where you know you have your infrastructure you have your applications that's what you're monitoring on that end as well you will benefit a lot from what is you know some of the events that are human driven right so changes that are happening your teams that are doing root cause analysis how you kind of feed that information into the Ops workflow again goal is to prevent outages right um so that's really taking a very very high level look at service operations now if you go into service operations work space now here is where you know when when we have the opportunity to move our core workflows that is incident problem change alert management from our core UI that is UI 6 to next experience we did not necessarily want to just lift and shift your existing flows from ui6 into next experience we took this as a challenge or an opportunity to kind of take a look at where our customers are and in the last year what we had learned is obviously some of you most of you are adopting devops practices Sr practices you are creating these teams that are autonomous and they want the flexibility and autonomy to kind manage their own Services respond to incidents and alerts um as well as uh you know take care of changes right um so what we looked at is we had the itm agent workspace which which was just purely focused on your agent Persona which is your tier one you know to an extent your tier 2 support team still part of your service desk or help desk and then we had operator workspace um this was really all built on agent workspace but focused on op Creer Persona and then keeping the devops and the SR kind of demand in the market we did work on Service uh sorry sight reliability operations workspace now this was also built on agent workspace but we were hitting like a different Persona in this case your autonomous teams could be a devop team or like an SRE a site reliability engineer now when we worked on site reliability operations workspace that was a great learning for us to see that to respond to those alerts you are really depending on a lot of data that is coming in uh you know from your monitoring your service graft connectors if you have service Pap in place cmtb in place and then ultimately on the response side A lot of it was in the itm space so we ended up building a workflow that connected the Ops workflows as well as the service management workflows this is where the decision to work on one single work space service operations which aligns very well with the service operations narrative is to uh you know just benefit from all the data that you have coming in from monitoring whether you're using service now whether you are using U you know external monitoring tools but how does your uh response teams or service management teams kind of benefit from the data and then vice versa so that's that's really just a quick overview of service um operations and service operations Works Space now purely from a performance St sorry Persona standpoint I know we were having this discussion yesterday during a pack session as well is when we looked at service operations workspace we want it to be tailored experience for your different personas so if you're like a service task agent the information that is surfaced to you is relevant for your jobs the that you do during you know your work hours right versus if you're a tier two tier three subject matter expert application support engineer or a site reliability engineer the data that we will display to you will be relevant again for the jobs that you do um in in terms of you know service now when you have to access service now and again there are a lot of features lot of uh information but today we're going to focus on change management and service operations workspace now uh when we um started out with service operations workspace we started with uh your tier one workflows right so that meant uh walkup experiences or Incident Management interaction management chat capabilities and all of that as a next step we wanted to start targeting your tier tier two tier three teams who are you know performing changes working on changes working on problems so change management was the next workflow that we moved into service operations workspace it was released on top of of Utah and Feb 2023 was the first release now similar to other workflows we did not want to just lift and shift your existing workflows into service operations workspace right so our main focus when we were working on S so or service operations workspace uh we wanted to keep a focus on the overall user experience provide contextual information think about you know workflows and what information needs to be surfaced when uh an agent or a responder or a change manager is doing their job what is the relevant information right so keeping that in mind you will see the same Trend as we are moving other workflows into s so is the experiences that are built are definitely thought through now obviously you know we will work with you take your feedback and improve on these but this is really our first take or first cut of the change experience in s so or any other experience now in FB you can manage the life cycle of a change request end to end in service operations workspace you shouldn't have to go out of service operations workspace to manage a change request we also created uh you know this Dynamic overview page and the goal was again to surface contextual information depending on the state or stage of the change request and then um ultimately I know Greg Danielle Isaac we have been talking about change management in general we want it to be more data driven and the practi is to be adaptive and ultimate goal is obviously you know minimizing risks um so that's really a quick overview of what that change request um looks like in service now and again I'm going to go into the demo so we'll go through it um this next one is also um the change scheduling experience so this is also reimagined in terms of you know how your conflicts uh maintenance when Windows um you know any kind of conflicts are displayed here when you are creating or scheduling your change request and then um it also has that intuitive experience of uh you know showing you the next available or the next best window for you to actually perform a change um based on our conversations there's there's lot more that we have to do with conflict uh you know management and conflict detection but that's all on the road map uh will definitely happy to kind of have further discussions get get your feedback and we'll keep doing that throughout the session now the last thing sorry I forgot to cover one last slide before I go into the demo bit now the overview page again all of you have your change processes built out we are not necessarily asking you to change the process uh so you can move your existing processes into s so um Cam and Gordon and the team has done a fantastic job on simplifying how you will configure your pages right and again as soon as I go over the demo you will see what exactly we are talking about um so we are trying to simplify how you will configure your record Pages your landing pages in in service operations workspace so that definitely a goal for us now with that I'm just going to go into the demo so here hopefully you can still see my screen I'm logged in as an I2 user and this is my landing page um now as soon as you come here you can actually create a change request using that plus icon there you can go to your list you can create a change request from there as well this is really just a quick easy way um and as soon as you click on that you come to this landing page right this is very similar to what you had in ui6 as well it shows you you know different models that are available uh for creating a change request very similar functionality so I'm going to go ahead and select um the normal changes here now you can also notice that for each of these change uh types or models you do have the success rate defined as well so I'm just going to click on normal at this point and just get started with that now um with the overview page here our intent was definitely to simplify uh you know the information that is needed up front to create a change request I just need basic information to create it and I'm just going to go ahead and um you know just type the necessary information in for for us to get through the change so give me just a second here okay so I did like really a quick copy paste here because I did not want to type so so that's really my short description description I just had had to give the justification to get the change request in and again you can configure What fields are mandatory What fields are required to get the change request started so at this point I'm going to go ahead and save the change request now as soon as I changed it you will see that some other sections are now visible to me I can Define the scope and impact of the change I can assign it to the right team I can schedule it risk assessment you can obviously go and do this in any order but we just thought about what kind of makes sense and we have you know defined it in U that way so I have my summary I'm just going to go ahead and add my scope like Ci and service in this case and let's just say this is related to I'm just going to select the mail server my service is email actually I'm going to leave that and show you what happens after that so I selected my primary configuration item here I'm going to save it now as soon as you see your one C you will see the refresh impacted Services right you can click on that action it refreshes the impacted services in the background in the meanwhile I can click on affected CIS you can see the CI information you can configure what columns um make sense for you out of the box we are showing what CI what server class and while it's running the um impacted Services it just takes a few seconds it's a background job and it's going to just update that information um okay I'm going to skip out of that and Next Step um I need to go and assign this change I can set a schedule what I'm going to do is I'm going to instead of assigning I do want to kind of set the schedule so let's just um look at that experience so when you click on SK set schedule it opens up this calendar view and here is where um you know you can U see the blackout Windows maintenance windows and all of that right so I'm just going to go ahead and select let's say tomorrow uh we want to do this change tomorrow let's say at 11:30 and I'm just going to copy paste select it let's say it's going to take me an hour to do it so let's schedule that change and as soon as you schedule it here is where you know it kind of looks at the conflicts um and see what kind of conflicts do you have now if I go to the right left obviously you can see I have a Blackout Window here um there is a maintenance window but I'm doing my change out of maintenance window so that's where it's recommending the next conflict free date for me it would be better to schedule it during the maintenance window so I'm just going to go ahead and um schedule that change just take the next conflict window I mean Conflict Free window that is available so at this point you can see there are no conflicts detected so my change is scheduled and if you had any kind of other changes um that were conflicting that information will also show up so right now I don't have any I'm going to just close out a it okay so I did um I do need to do the risk assessment now in this case we do have a risk assessment set up uh to basically you know calculate the risk right I do want to kind of make it like a very comp Lex and a high-risk change so I'm just going to select these questions here this is same um you know if you were using risk assessment in core UI UI 16 uh nothing much has changed it still works pretty much the same here and now you can see here that on the right hand side panel you do have the risk that has been calculated I did miss a step I should have assigned it but um there is an issue that we are working through right now so I don't think now assigning it to a team is going to impact my risk score yeah that's the that's the bug that we are working on um but you can see here the risk is calculated High um it's again a combination of um you know depending on what you're using I did do the risk assessment it'll also use the risk um calculations in the back end to define the risk we also look at the probability of success as well as the change success score all of that information to kind of decide what the risk for this change will be um now you you can also see the model success score right so this was what was defined when you were on the landing page uh it tells you what is the success rate of this model that we have selected so you have the risk information here I did assign it to somebody let's say am I ready to submit this change I think I have all the necessary information to submit the change so so I'm going to go ahead and request approval at this point and you will see uh you know the view changes very slightly uh right now this is sitting in assess state which means it's going for now a peer review or assessment um and here on the right hand side you will see another card that has come up which kind of shows you you know what time the change is scheduled for so you have all the necessary information on the right hand panel now here on the um overview page you will see that the summary and everything just got pushed down a little and right at the top you have the uh field or information available for you to assess that particular change now if you go to the related records here this is again something very consistent you're all used to um seeing the related records um approvers so here is where you know these are the folks who are going to go approve or assess my change request now on the other browser I am logged in as Bushra um who is going to assess that change request let me see so the change request number is 82 so I'm just showing you the list version of it pretty much works the same the way um you know you have this in your core UI I forgot my change number so it is 82 let's just search for it okay and you can see it is sitting in the assess State now as soon as I'm come here I'm logged in as Bushra on the overview page you will see the information that is surfaced is for me to approve or reject that change request and I wonder what happened here okay give a second to load um and here you can see um you know that's the first step that's that's the task that I have to do is just take a look at the summary the necessary information on the record information and just make a decision so I'm just going to approve this change request now if I wanted to kind of communicate with the requestor I can definitely add additional comments work notes um and just communicate with the requestor that way okay so right now it is sitting in authorized and what I'm going to do is I'm just going to impersonate one more time time and um just finish go to the authorization process here while it's loading on this browser if we go back you can see that it automatically updated to the authorized State um and it shows me you know where I am right now in the change request so let's just quickly do this and I'm going through all of this just to uh not complete the entire workflow but I do want to kind of show you uh um you know what does the next Implement stage looks like so this view is going to be very similar to your SS view again I'm an approver I just want to quickly assign or sorry review this change I did pick up the wrong one sorry so that's the one we were working through same thing I'm just going to quickly make an approval here and now I'm just going to go back to the other browser and show you the next steps there okay so you can see the change is now in schedule State I can go to the Implement um that UI action will be available for you to move it to the next stage um if you wanted to add change tasks you know take a look at the scope um summary all of that all that information is available here so let's click on Implement now at this point you'll see that there were two change tasks that were added now this is out of the box you might have your own workflow uh you know depending on what kind of tasks you add here but it gave me two tasks one is implementation and one is the post implementation testing now you can go through the implementation process um you know go through your regular change process and basically once you're done you can move the change request to new what I'm going to go and do is just close these change tasks let's say I am done with the implementation and done with testing as well so here now when I go back to details you'll see that all my tasks are complete and it is automatically mov to the review state because I closed all my tasks now that's the logic we have shipped out of the box if you want to change it you can absolutely change it but during the review process here is where you know you're reviewing the change if it was successful not successful and you can your closure information uh for the closure information you usually do your close codes and your close notes and that's the information that is required for you to successfully close the change request so that's really at a very very high level um you know how the dynamic overview P Pages work um how the information is contextual actions that are shown are contextual based on State and stage of the change request State or stage of the change request and then Cameron Gordon anything that I missed that you would like yeah um so we've got we've got some questions here I've been collecting um and I do see some hands raised so we'll go through the questions first uh Aaron asked uh this is about maintenance maintenance windows so how does the multimodal change and devops work with maintenance Windows yeah there may be frequent conflicts detected yeah you you're right and that is where I said that um you know we do have to do some work on um how the conflicts are detected with maintenance Windows where your your blackout windows and again the conflicts that are detected you know sometimes you will detect conflicts and probably there is it's not going to impact your change right so that's the work that we have to do more is to figure out based on the conflict that is detected and type of the conflict for a given change like for a devop change do you have to worry about the maintenance windows or not right so it is truly not a conflict I mean it is a conflict but then um do you have to account in that conflict um so that is the additional work that we have to do on our our end from a conflict detection standpoint I don't think we have changed any logic but I'm happy to have like a followup discussion and see how do you want to actually handle it okay and also referencing the process guide for change management um is there any additional guidance for using maintenance Windows where we can help I mean Aaron I'm a little confused on that question I mean is it is it the configuration of the maintenance windows that you were looking for but um yeah the guidance would would really be your scheduling in the maintenance the configuration is also of the maintenance Windows is documented so maybe if you have if you have some additional context for us that would help uh Gordon and Cameron can we schedule a lead can we force a lead time in the set schedule UI no not currently but we do there's a lot of the things around change and setting schedules and determining risk based on time and those kinds of things we've got a really trivial awful example that's been in the product as just as sort of demo dat for for probably about 10 years um which is if the service is critical and you're creating and creating the change within I think the plan start date within the week something to that extent it automatically um UPS the the risk of that change to to high so there's a there's a there's there's a number of configurable ways around that um but nothing that we enforce and I I answered a question just a little bit before this as well around there's a number of things that we that various customers in various ways in form of asked for enforcement of these things and generally from a change perspective purely based on the on the age of the product and TR trying to enforce anything out the box is almost a nogo because we're gonna have half our customers that don't want it and the other half might want it um it it never goes down particularly well but there's there's loads of ways to configure that from maintenance schedules um I saw there was the best practices for maintenance schedu from Aaron down the bottom um have as few of them as you possibly can um and if you absolutely can from a CN CNB point of view use application Services if you can roll those kind of things up to so you're maintaining as fewer schedules as you can especially if you maintain them from the from the service level with all the CIS that live underneath that um there's a reason why we built that we built that years ago um but that's that's generally what I find because as soon as you get thousands of thousands of conflict icts um a lot of c a lot of customers just go well what am I supposed to do with these so there's a number of things that conflict detections done recently where we reduce the you can reduce the volume of um of conflicts that you get but we also find that often the the fewer that you can do to maintain them correctly means less blackout schedules that's that's a different story Al together most customers don't have hundreds of thousands of those there's a few key ones you know in in the US it might be over Thanksgiving blackout schedule absolutely and the run up to that for Black Friday almost certainly those kinds of things but maintenance schedules we often see can go one of a couple of ways but I always recommend if if a few are the better when you if you can roll them up into into your app service if you have the capability of doing that with it with a cdb that looks healthy that's that often works very very well for customers because fewer things to maintain and manage and therefore fewer um conflicts when you're actually trying to deal with those as well well right I think I answer that question I got it so uh another question about implementing service operations workspace the first page there's a quick analysis and links for Incident Management and they're working on configuring it to include other itm processes they're asking why uh are are these quick analysis and links not available for change management or will they be planned in the future oh I'm wondering what kind of links who's that question from if you can go on unmute and give us an example I think that'll be awesome that was uh we actually don't know where that came from directly Lindsay you might need to help us track down who asked that uh Michael that change model I believe was demonstrated was that normal Sheba was that a normal change model um sorry which one your demonstration when you created the new change request did you check did you um not the incident did you do a new when you created your new change was it a yeah you picked normal right yeah yeah okay hi everyone I think I think it was my question um so if you go to home so here already you can find some links which are related directly to incident so assigned to you and I know that you can filter between your group and your work yeah but I know this is only available for for incidents now right oh no so actually it it should not be and I'm going to take take a look at that so ideally speaking if you're a member of a service desk you mostly see incidents um you know just catalog tasks but if you're a tier 2 tier three member and the way we are determining that is you know you're part of any other group like database or application um groups then you should see change tasks and changes assigned to you as well um and we'll double check that and get back to you but there are different versions of landing pages so there is a tier one landing page there is a tier 2 tier3 landing page and in the tier two tier3 landing page we surely change request and problems as well okay so it would be great to send the details because I know we're trying to implement this right now and our developers having an issue with this so they they're creating their own cards somehow and for me I don't think it's very user friendly to do this somehow so I was just checking if there was a fast solution or solution which was already there yeah yeah so I will definitely um you know Lindsay there is a way to connect back right um we can connect back with you and kind of share the different learning pages that we have and I know we do like uh get back to the questions offline as well l yeah that's I'm tracking all the questions um and then we'll we'll send out a summary of the questions and and the items we were able to answer for those we can't answer online and we need further F we'll connect with you and we'll let everybody know the answers on those as well on the existing change the one you have there that's 0082 the question is could you show if the copy change feature is still preserved on the uh service operations workspace yeah I think the answer is yes thank you I was playing with it now yeah actions there it's available yeah I want to make sure we get to Michael who's had his hand up for a while so Michael you I've by the way I've let everybody come off mute if they want to come off mute but let's make sure we don't talk over each other but so Michael go ahead if you want to come off mute I see you asked a question in the chat too maybe it's the same question you have it's not that question was answered actually so thank you okay oh good so just a couple things the first when you were doing your demo it appeared that this record showed up on the change schedule before it was authorized is that what I actually saw should not have so at what stage I'm just going to do a quick test change Michael yeah when you were when you're going through it you pulled up the schedule and I had thought this change appeared there after you put in your dates this is what you're talking about right I am yes yeah no so I so the change definitely has not here yet is just showing me you know what time time uh the current time and date right as soon as I the start date then you you will see it but right now it's not there right and that's my question as soon as you fill these dates yeah I should see it on the schedule right yeah and I'm just going to save it so SK oh I see no I still have to change like scheduling basically saving the records um you know the time date and time that I selected oh I did not select the CI my bad so I'm going to go and select the C let's just say that I'm going to select the service let's go back why is it saying I have incorrect dat and time you have a period instead of a colon before the 30 seconds so when I schedule it now it's basically saving the record and this is where you see it okay and that that was my question because this is backward from the workflow in my record I have to get it authorized before I can schedule it now you've scheduled it and it's not authorized oh I see so you so your workflow is slightly different because what what we were your workflow is exactly that I think it's I think if you pull it up yeah I don't I don't think if you went to another change that it would show it as a conflict though until it's approved I think that's what he's getting at actually just confusing because if someone pulls up a schedule based on changes that aren't authorized yet I see they don't know that I see it just shows that it's on the schedule yes so what you're saying Michael is this change right now as a requestor I have a proposed planned and a start and date right so this is not scheduled yet in the sense I'm a request it's not but when I do another change request on the same service is this going to show up it should not because it is not authorized yet yeah I don't think it should appear in the schedule at all until it's authorized she is that's that that is how conflict works today it's not it's not a new thing from s so um I can see how that might be confusing for your use case Mike but that is one of the things that um so let's me just talk about just for a smid Shea so there is there are a couple of things that we're that we're trying to improve and one of those things is the way in which conflict Works see Conflict for to for us the way we running it now how we've how we pull conflict and scheduling through change since Geneva hasn't changed out of the box that's how it is doesn't work for you but that's how it is um the key thing we want to be able to do is determine when and what type of changes should be looked at when conflict run runs and when should conflict run so if you've got a change in the news St and you might have dates or no dates if if that's what you choose but it's in the news State hasn't been approved or authorized you don't know at all that it's going to be implemented should it be a conflict probably not is it a conflict today yes so there's absolutely some some some work that we know that's in our backlog in order to make this far more streamlined so that that kind of question you ask you go okay that's no problem I can just configure it to do precisely what I want on this model but maybe on that change model over there I want it to work slightly differently or ignore conflict completely because it's a devops change at is low risk or whatever the example might be okay yeah thank you for pointing that out Michael yes well the problem is two stages of why I want to see a conflict the first one is to put it on a schedule and make sure I'm not going to conflict with something that's already there and the other is everything is authorized and scheduled and I've got overlap yeah they're really two very different phases that are that look the same on this calendar yes feedback take that's why I was curious about it yeah makes sense Michael yeah okay the other is the question on conflicts I'm curious as to why anybody would seeing large numbers of conflicts unless they have the same window of time and the same CIS being touched in that window isn't that what conflict would equate to same CI it could also be related in the sense you know you're making a change on a CI that is Downstream but you know and an application change so that be a conflict which I could see that resulting in hundreds of conflicts doesn't make any sense yes so like in our company we look upstream and downstream so to make sure we understand conflicts and how it could impact other CIS that are related to that maybe where some of the companies are going to see lots of conflicts it may not be a direct hit it's a indirect hit if that makes sense yeah that's kind of that's kind of what I was asking for in the guidance uh on maintenance Windows is um is I have stakeholders constantly confused as to how conflicts work that they look up and downstream on the service and and maintenance Windows should be designed around the end to end service itself so inevitably I have people that are trying to create a maintenance window for an application and then a maintenance window for its infrastructure and a maintenance window for this and in and then all of a sudden you have these overlapping maintenance windows but for me to point someone to a resource to hey here's how you use maintenance Windows there just isn't really a great resource out there yeah um eron that's a fair fair point I think just overall let's just you know let us kind of take this question back on maintenance windows and on conflicts and we will see what uh information is available today and what we are able to kind of share and and I think like Cameron said you know I've done change management implementation with customers in the past and everyone's process is very very very different Aon to your point I have seen customers creating maintenance windows on infrastructure change I mean infrastructure CIS as well as my application Services CIS right so processes are very different um so that's why we have kind of kept it very generic but we take that feedback we we probably have to kind of work around the different flavors that everyone has and come up with you know what that best practice kind of looks like right or provide a recommendation so I will just ask this U Angela I know you brought up you know the number of conflicts that you have if you are open willing to a conversation then this is a topic of interest and we would love to connect with you offline sure same for you um Michael same same for you but but yes it'll be good to connect we've got a um series of questions from John Henry wood uh John if if you don't mind unmuting uh to to discuss that let's see you should have access to oh see you off mute um okay uh well we can we can go through these here so can you apply planned outages and degradation to CIS in the change record any kind of planned outages is that what you're talking about yeah yeah I would assume that if you do have a planned outage like unplanned outages um in the future we are talking about on the overview page like taking a look at the um service slci Maps right so at that point anything unplanned plannned we will be able to show more but I'm hoping that your unplanned outages are in service now created as a record either as assciated with an incident and your planned outages are associated to a change request um or at least you have like an outage record that is created in service now then yes we should be absolutely able to build that information I think what is asking is whether or not you can do it per CI on the change as opposed to only having One Outage window which is the current ability yeah there are again outages you can do it multiple ways um you can definitely go create like planned outage records per CI that is an option in the outage record it does give you an option to create like a parent outage record and just associate all your um you know child or other affected CIS to One Outage record so definitely multiple ways to handle it out of the box we might can can you show how to trigger and uh to create an outage record off of the operation workspace view I'm assuming it's in the context button but yeah I wonder if it is here I know it is on sorry it is here and it there it is on the incident record as well yeah I mean in this case you are selecting like a primary CI and C that had only the change but you can also add more affected CIS that's one way to do it that's the trigger but if you want to kind of go and create an outage record for every Associated CI that is also possible I mean out of the box not but you can obviously modify the uh modifi the logic okay I see Anita hand is raised hey Anita hey uh shat so uh the biggest pain point with this um uh service operation workspace that we are seeing is the initial effort to move to the service operation workspace at Kaiser we do have a lot of customizations that we have built over years now we have to Port all those customizations to this service operation workspace so there is lot of work involved so that is where um the biggest pain point that we are currently facing so for you guys moved from new call to interaction record and then we went to agent workpace then we are now here so each time this move has to be done everything has to be rebuilt yes I mean so yes please go ahead please continue so that is where like you know there should be some easy way to like you know Port this portion as a package to um this uh new um workspace or whatever technology you guys come up with right so right now if we um we have on the cards to move the interactions uh to service operation workspace we have effort scheduled for that now change management it's really very good that we we can move over but then until we move over we have to maintain the uh the classic provider View and uh we have have to maintain this uh uh workspace too I don't know when and how we can just totally uh replace that previous View and then move everyone over here but until then that is a huge pain point right so that is lot of worth um of dollars that we'll have to spend on this yes AB you have so do you have any recommendations yeah I mean it is a definitely a loaded question but so here is here is I would recommend thinking about it right if if you think about it your incident problem change all of these are core products core workflows that you know we started out with right and over a period of time like cam was saying perfect classic example that some of these uh record types of workflows that we have created like outage um Cameron was talking about you know just conflict detection we have not updated it since Geneva we have devops changes coming in these conflicts should work differently for devops changes so what I'm saying is when we wanted to move the co-w workflows from core UI to workspace we definitely want to keep these workflows relevant to how uh your workflows are today right some of the things are so old an on the existing product that it doesn't even make sense to continue going that path right right so our recommendation when you were moving from your uh ui6 to service operations workspace is definitely to challenge what the processes you have today some of the customers that I have spoken to they are taking a look at this as an opportunity to kind of go back into the box or go out of the box or just modernize their processes and flows as well um so that's just really one recommendation for sure is to relook at your existing processes and CR do you want to really put it over as is or is is this an opportunity to kind of rethink reimagine a little bit we definitely went the route of re imagine right because you do want to kind of work it for make it work for how work gets done today there is a lot of collaboration all of that was not there in your U you know core UI UI 16 having said that I understand the difficulty if you you know if you want to just Port over anything from ui6 to um to S so per se right there are certain things that work but fundamentally the technology uh behind is very you know behind both of these is very very different so there was really easy migration path that we could come up with now there are certain things that obviously work we tried making some things a little bit easier to say that hey if you have like a client script you know you can make it work on all three uis right um so will definitely love to connect with you offline on this topic a little bit more but that's my fundamental question is are you just looking to code over or is this an opportunity for you to rethink it's quite possible that all the workflows that you have defined over you know number of years still makes sense to follow through right yeah I'm also trying to just like come across to my customers here as like you know take it as an opportunity to rethink reimagine but end of day um the uh reality is like we cannot like change many things even if we want to and and like that that's what it results into that okay we now have a huge U development effort that is uh something that we have to really take care of yeah 100% just one thing Anita like in general s um Cameron Gordon all of us have been working on just an effort to say how do we make the configuration of s a little bit easier right so that anything that we can do to help you with the migration in the sense make it easier for you to configure your uh workflows in s is something that we are definitely definitely looking at and that is where I want to connect with you and see you know what does it mean for you right uh to move a workflow we can take a look at one workflow and understand what does that mean yeah sure okay be happy sorry folks um we we got to cut it off now because we're actually 2 minutes over but um you will get some follow-ups from me the recording the um I'll send out what we heard and some of our answers and then we'll also also uh meet with the team to make sure they're that we they are aware of all the follow-ups that we want to do so thank you so much for meeting with us today our next session is on August 16th which will cover multimodal change um appreciate you guys being here great discussion great feedback wish we had more time to talk more about this obviously there's lots of questions um but we we will have opportunities to connect with you so thank you so much and we'll see you on August 16th bye everyone thanks for the questions thank you