okay I think we will make a start so thank you all for joining uh this is uh my final live on service now presentation for this year um so thanks for joining my last one for the year uh we will be of course having additional sessions next year uh today we're going to dive into uh change management uh specifically in within service operations workspace which is a new experience that we've built and we're going to go and have a look at that and see how that looks um Janice yes you are muted we can't hear your dogs thank you all right let's uh make a start uh we have our usual safe Harbor as in case we uh discuss any forward looking uh functionality on the road map uh that's not yet generally available please don't make any buying decisions on that uh don't expect us to do that today because everything I'm going to cover is already available in uh in the product in Vancouver so just uh a little bit of uh housekeeping this is part of a series as I mentioned we've had a number of sessions I've delivered a number of sessions on change and devops this year for as Asia Pacific uh Japan region and um if you go to that link if you um use your phone to scan the QR code it'll take you to the link that's on the bottom of the page where you can see uh sign up for additional uh sessions on on itm and other topics as part of this uh series and we will be doing more of these uh next year so I you you you you've all been uh muted uh but you should all should all have access to uh the chat and the Q&A function so I will save time at the end for Q&A uh because I'll be sharing my screen uh I won't be able to see what's happening in the chat until I pause but please as you go through if you do have questions put them in the Q&A so we can track them and then I will uh I will save time and make sure that we that we cover those as part of the session if if we don't get to anything I'll make sure that we follow up at at the end afterwards and you will be um given a survey at the end to to look for your feedback so we can improve uh this session is being recorded and will be shared on our community page so a little bit about me for those who don't know my name is Mike I'm based in Melbourne in Australia I'm an outbound product manager in the itm business unit specializing in change management and devops so today the agenda is really going to be all about uh what change management looks like and how it functions within service operations uh workspace and as part of that we're going to be uh creating a new change in s so and having a look at what that looks like and the and the over the uh overview containers and the dynamic Pages we will schedule a conflict-free uh change we will evaluate the risk and then we'll move the change through the life cycle through to closure have a look at what that looks like I will also uh show show you briefly how to Dynamic how to configure the dynamic overview Pages uh obviously different customers will have different requirements around what they want to see I'll show you how that works and then finally we will uh go through how to configure a basic Change Model okay so just a little bit about about changing s so and and and what we've done when operations workspace was first rolled out um uh customers were able to create changes uh in s so but you couldn't manage the change through the full life cycle um until we rolled out th those updates in in Utah so really what what we've tried to do here is this experience is really based on uh users who may not know much about about the change process they may not have in-depth knowledge about how change works and what to do and the idea was to declutter what's there uh in the in the old classic form and provide a way for users to focus on jobs to be done so information is surfaced at each state as you transition through the states which help you uh focus on on what you need to do next so it kind of guide you through how to complete a change and how to follow the process so it's simplifying the form it's decluttering some of the data and really helping uh those users that that may not have an in-depth knowledge uh about change so it's all it's all dynamically driven through overview containers in in service operations workspace uh in addition we have provided a new um uh scheduling view so the the the way you schedule changes and and the view that you get is a lot simplified and um helps you to visually identify whether you have any conflicts and and when to schedule your change to provide a more intuitive uh view of the process okay we will jump into a demo just need to stop the slides and and share my screen other screen do we have any questions at this point before I launch into that please put them in the Q&A if you do okay um I'll check I'll check the uh Q&A later for any any questions all right so I'm logged into my service now instance and I'm logged in as um as an itol user and as a as an itol user the landing page that gets displayed for me when I login is the service operations workspace that's the default landing page that you will see where you have your overview widgets uh Etc now to to create a change there's a couple of ways you can do it uh here at the top you've got this plus sign if you click on that you can uh create a new interaction incident or change request or you can go to the lists and if you scroll down to changes and select open changes uh you've also got obviously the list of of existing open changes and you've got a new button here um they both either this new button or the plus sign here will do exactly the same thing so I'm going to create a new change here and I'm presented with my intercept page as the first step where I can see all the different change models that are available to me uh to select so we've got some uh you can see the different change models that I have and you can also see the pre-approved uh changes that I have which are are the standard changes where templates have already been uh created and I can pick any one of those now this dep depending on the the role and the group that I belong to you know I'll be able to see only models that are applicable uh to me and I can obviously filter this uh filter this list here by uh either just showing pre-approved or the ones that I've pinned or or everything so for our demo I'm going to pick a normal uh change model and click next and you can see here that the form is significantly simpler than what you would see in the old classic uh change form view so I'm just presented with some initial very basic information that I need here in order to uh uh initially create the change I'm just going to copy some data from uh in order to populate those fields so so we're going to make a change to our email server and I'll populate the uh description and then also the justification into those uh fields and now from this point I can either click this little uh save icon or save at the top they both do the same thing so I'll just save here all right and now you can see uh some more um containers being surfaced on the on the form in in this UI so I'm able to see how I'm progressing in terms of record information is shown here on the right hand side as I progress through this will surface uh information that I need to uh have a have a look at and then that these containers are surfaced here and I can almost follow these in order in order to move through the life cycle so at the top of the form here you can see as this is a normal change it can progress through these uh various States assess authorized scheduled Implement review uh closed so we're going to follow that um we do also have these other tabs here which I'll I'll show you how those what they look like in in a in a little bit so let's go ahead first of all and add the scope of the change now I will pick uh email as my configuration item and I will save that scope now you can uh if if if there are if there if it's an application service that's that's been mapped to the CI and the impacted services will be brought in automatically I can refresh impacted Services here in order to trigger that which I'll do and you can see that's been initiated uh the the other triggers for that are when the change moves from new to assess it will trigger refresh impacted services to happen or if I run conflict detection uh it will also trigger that so you can see here that my impacted service has been added and obviously if I click in here it's going to show me uh that uh service has been added that configuration item so if if I if I no longer want to see this information I can collapse that container so with any of these containers you're able to expand them or collapse them uh as required okay so the next thing I want to do is assign the change so let me click on assign and I'm going to assign it to my uh application development team and to my engineer Andrew and I can give him some notes Here If I need to to give him more information about what he needs to do I'm just going to save it so over here on the right you can see um I've got the requested by information which is me my itol user and now I can see Andrew in the application development team has been added to the change I can either reassign the change uh by clicking this button if I want to I also have available here if you click the three dots the contact information on this card for for this person so it'll give me his time zone uh email address if he had a phone number it would give me the phone number and if I have um integration with collaboration Tools in my instance like Ms teams it'll have a teams button here within service operations workspace So within the right hand sidebar I'm able to collaborate directly and communicate directly uh using teams for example uh with this person okay so what we'll do next is we're going to schedule the change and I'll show you what that uh new experience looks like so we're presented with um a calendar view uh which essentially is initially blank so I can't see any information on this calendar view at this stage I need to First populate my plan dates in order to see information here so let me go and schedule this change for [Music] tomorrow and we will uh make the change window for an hour and schedule the change so immediately I can see uh I have an issue because conflicts have been detected and and on here it will it's displaying to me that there's a blackout window and I've scheduled my change within the Blackout Window which is why I have a conflict um and I can also see I've got a maintenance window here on the weekend which is where I should be scheduling my change now I can go and update the dates here uh in order to uh in order to change that or I can use this uh tool which is essentially the scheduling assistant to automatically schedule the change at a conflict free time so I'm going to click on that and you can see my scheduled uh time has moved to within this uh maintenance window so the system has done that automatically for me which is a nice feature so the change now is scheduled so we'll jump back to uh the this tab the overview tab now if I wanted to look at um if I wanted to look at more information I'll just quickly go through these other tabs here so the details view is kind of similar to the old uh view you you you can see as you can see here some of the some of the uh fields that you're used to seeing on the form uh displayed on the detail view if if you want to get more detail a change task we'll come back to related records is like the the related list which is usually at the bottom of the form and that's where I can see affected CIS impacted Services Etc this these uh these other lists will populate as we as we go through Okay so we've got a summary we've got our scope and impact we have scheduled the change now we can can uh assess the risk so we will fill in the risk assessment [Music] form uh this is going to bring up the risk questions now I'm going to say uh this affects a critical business service because it's email it's going to be a complex change um it's complex to back out we do have redundancy and it's moderately difficult to verify if the change was successful submit that okay I'm expecting oh yeah I have to go back sorry okay so you can see on the right hand side that first of all the risk assessment uh container that was in the middle here is disappeared and on the right hand side we can see the risk outcome so our risk is high and that's based on a number of factors it's based on the model success score which is how well we have done in the past our history of success with this normal Change Model we've got our assignment Group which has got a change success score of medium change success score and we've got an overall calculated probability of success of of moderate so all these factors in combination with the data from the risk assessment which I'm able to view here if I need to has given me an outcome of of high if I hover over this little I here it tells you that risk is is calculated by balancing all those factors that I mentioned before to give me that outcome okay so that that that is uh that is how the risk assessment works and how how that looks um now what I'll do we could add some additional detail but just uh in the interest of time I'm just going to um save the record and I'm going to at this point uh request approval I could create change tasks here uh if I if I wanted to but I'm going to let the system create them for me when we get to implement the system will create some default tasks for me and then I'll we'll come back to show you how those tasks look in s so let's request approval okay so if we look at the top here we can see new state has been completed and the change has moved to assess and again I'm able to add work notes uh if I if I need to um I can also uh I can also look at um the the activity on the change if I want to see that I'm able to see that activity or I can hide that okay so we we want to now go and approve the change if I wanted to see who is scheduled to approve it I I click on related records and I can click on the approv tab and I can see it's been assigned to the application development team to approve so I'm now going to impersonate one of the team and approve the change so let me go [Music] here I'm going to impersonate Bushra now what I didn't do was uh save the um change number uh but that's okay um I'll I'll show you how to find it so I'm now logged in busher is an itol user as well so busher gets a landing page of service operations uh workspace and she should have received a notification that the change there's the change waiting for her uh approval so let's go and find that change uh just need to add a field here okay so here's the change that we created as an approver when I go into the change uh again I've got my uh I've got my summary here here so I can see what the scope and impact is um I can see uh the basic information about what's going on with this change I can see the risk who it's assigned to the schedule Etc uh if I want to go into the details obviously I can do that so the right at the top we've got this approval card that gets surfaced so that's the first action for me to take and I can make an approval decision here um I'm going to approve the change and say looks good please proceed that did I okay and submit that and if I wanted to add in work notes so if there was something I wasn't happy about I I can obviously do that and I can ask questions Etc in this in this space so we can see um peer approval the first line of approval has been completed and the change has moved from assess to authorized State uh because it's a high-risk change it needs to go to cab for approval and I can see again if I go to related records and I go to approvers it it's it's waiting for cab uh to approve as the next set of approvers so I'm going to impersonate my cab approver to show you the next level of approval and Kristen is a member of the cab cab is change Advisory Board now CHR Kristen is is an admin so Kristen doesn't get service operations uh workspace as their um initial view what we can do so I'm just going to move this Zoom window out the way we can jump straight into service operations workspace and again I need to find that uh change request so I'll jump down to changes and oops it's giving me what I need let me do what I did before so just adding that uh column so I can sort and find the change oh that's not still not giving me what I want sorry let me jump back I should have copied that change number apologies that's my fault let me go back and I should see the change here apologies I missed a step here to copy the change number let do that now go back to my C Persona and go into service operations workspace I think I should be able to do a search here and jump into that change so we can uh for for the purposes of this exercise we can assume that there's a cab meeting running and as part of the cab we've we've had a look at this change again we're able to look at any of the uh the parts of the change that we need to in order to make uh the decision on it and the first card again at the top for any approval is the approval card and we will say rooved by cab just to show you what that looks like so the change should now move from authorized state to scheduled uh which it has and now we can go back to our itle user to complete the rest of the life cycle so let me go back to itle user and um I can use my recently viewed uh links here to go straight back into that change so as an nle user I can see uh the changes now in scheduled State um and and once I move it to implement uh we'll we'll for the sake of argument say that Implement time is is here I'm ready to implement the change so I will click the Implement button and you can see uh that we've got a couple of change tasks that have been created by the system if I expand this container we have uh either a card view which looks like this which is kind of a nice high level summary view of the task or we can get a list view which is the more traditional view uh that you might be used to in in the in the old UI what we can do here is uh we can progress these tasks to close in order to progress the change through the life cycle so you can see the task have a look at the detail this is an implementation task so let's say I am now doing that implementation on that email server and I've finished my implementation I will close the task and if we go back to the change you can see that task is now closed and I have my next task here which is my post implementation testing task so I will conduct my post implementation testing and make sure that looks okay and again I'll close that task just to show you what happens so that is closed we jump back here you can see uh both tasks have been uh closed off and I can now finish my implementation and move the change to review so I'll click on review button okay the change is now uh in review so I'm able to put in some notes uh I can capture information that I need to in order to um put in details about uh any post implementation activity that I need to capture and I can also capture my closure information on the change so my close code I'll say successful all okay and save that and finally I can close the change okay so you can see really what we did was we just walked through a simple example there of how to create a new change in s so W uh complete the scope assign the change schedule the change uh manage tasks Etc all within the new uh UI experience the next gen experience in in service operations workspace so um it as I said simplified View and uh allows you to focus on the the jobs that you need to do next okay I'm going to pause here and just see if we have any questions before I move on to the next section so I can see we've got a few things in the chat okay uh let's have a look at these questions so can I apply templates in s so I only know how to do it in classic view um so yeah that's a great question uh the at the moment there's no support for uh templates um apart from change models so you can build a change model where you can template some information it's not exactly the same functionality but it it's kind of similar and we're going to go through change models um uh a little bit later so I'll show you how that works um the template is for normal changes uh so yeah we used a model so we used a normal change uh model uh not not not a template uh for this example uh question from Janice can multiple CIS be linked as a large organization we struggle with changes revolve around one primary CI we patch reboot hundreds of servers every night which we want to log in a combined change um yes Janice absolutely so that that that all goes to your cmdb data um and and the mapping that you have uh if you're using Discovery or you're using um uh application services and service mapping then yes uh you can absolutely have that data you or or you can even manually add multiple CIS uh onto your change even if you don't have that in place place so yes absolutely they can they can be linked and they can be added to the change next question from Mimi we have itom up and running is any other configuration required From itom perspective so um for in order for change to function within s so um the itom only really plays a role in terms of the cmdb uh data and having that impacted service and affected CIS information populated so it it's the same regardless of the UI so remembering that service operations is essentially uh the workspace is essentially a new uh UI the underlying functionality from itom um is is the same another question from Mimi when cab opens the change request will it open in s so um if the cab member is um is is an itol user then they will get S so as their landing page if not they can always go and select it so they can always go to workspaces and choose service operations workspace if if they want to open it uh in that view uh next question from jacqu interesting that your demo low cab approval prior to creation of any tasks uh one of our checks company does this to ensure all tasks are created and assigned project have approval yes I agree jacqu it's that wasn't very good practice that I showed you as a it's just an example obviously um good practice is definitely exactly as you said create all the information on the change especially the tasks Etc all that detail should be on the change and locked down before the change gets approved by anyone yes so completely agree uh but I wasn't trying to demo best practice here just showing you the functionality um next question from Brad are you able to put the change into review state if there are active change tasks um no you need to close out you need to close out the tasks usually uh in order to uh review the review the change that's that's best practice and usually there are business rules to ensure that uh another question is s from for iton the same application as this service operations works space um so yeah there's a there's a number of different uh workspaces but essentially service operations as a as a product combines a number of elements from itm and itom into one uh view into one functional view so in so it does combine uh different elements and different functionality from itom and itm another question from Z is cab required an out ofthe boox field we currently have it on our form didn't see it uh yes so cab required is an out of the boox field and you do see it on the classic view um we haven't shown it here uh in in in this view but if you wanted it to be shown uh you can uh you can have that field displayed you can customize your view to to show that field if you wanted to and another question from Hazel is it possible straightforward to shift from existing UI to S that's that's an interesting question um I think it's more about uh the user experience and how easily your user base adapts to this so the um you know the idea is is to provide a simplified view that's easier to manage however if your if most of your users that are creating managing changes are used to the the old UI then maybe they're more comfortable with that but I think ultimately you know uh you you will see this this interface this UI becoming more dominant uh as as the main UI as as we move forward all right let me just have a look at the chat uh a question from Julia always wondering why there is no approvals list in s so by default uh jul you can uh you can see approvals so on as I said as I showed you on the on the related records that's where you can see your approv um so it is there but if you wanted to add it you you could actually add it as a as an overview container here and I'm going to move into the next section just in terms of time uh just so I can get through everything that I need to get through keep the questions coming some great questions thanks guys and um I'll cover them off at the end so for the next section I'm going to need to be an admin and the next section is really to show you um what we're going to do is we're going to configure a dynamic overview page and I'm going to show you how you can do that without needing to use UI Builder so let me show you uh the example here so usually if I want to make updates to my workspace and add widgets or or configure anything I need to use UI Builder now feedback from customers is that can sometimes be quite complex So within change we've provided a much easier way to do it using table based uh configuration so if we see here under change and then overview workspace configuration see here we've got overview container card and journal field that's where you can configure all these uh different items on the on the workspace I can see first of all my uh the different containers that I have um and they're all according to the different states so with service operations workspace it will have different containers and different views at different states you can see uh everything at the moment here is set to active and that there is a um a default uh state of whether the display action bar is either false or true and whether Advanced conditions are used or not and there's also an order so let's jump into the state equals new just to show you what that looks like and I'm just going to change my scope so I can edit this record so you can see for state is New um it's it's set to active and we've got some conditions here now the conditions for this one is just state is New but obviously I could add any additional conditions that I wanted to to to configure it um I can also use advance condition for scripting if I need to do that and this is where I can see my cards so those are the cards that are that are displayed uh you can see again active is true this is whether it show it will display by default in an expanded view or a contracted View and this one here uh changes uh for a new record in draft State whether it's whether the field is displayed or Not So currently you can see only summary is displayed uh for for a draft record in New State so just for to show you how this works what I'll do is I'm going to update schedule I'm going to change that to true and I'm going to save this record so when I go into service operations workspace and I create a new change so previously what we saw when we created a normal change was we just saw the summary container now you can see I've got my summary container I've also got my schedule uh because I I said that needs to be added so when I'm creating this the the change in draft I can put in some information here and I can save the record and and sorry I could I could have scheduled it also uh all within draft State at that time uh before I saved it because that was available to me so just to show you how you can easily uh configure it for for whatever you what whatever whatever fields and contain as you want to see um you've also got the option of changing the heading if you wanted to call it call it something else you can also update this update this data here to change it now the other aspect I want to show you is um how to change if we if we wanted to add an additional field uh that that we don't have how do we add an additional field so oops all right so the way we do that is we kind of have to go out of this uh in order to change the layout in in the more traditional way that we change layout so just to show you how that works I can just go to uh any change request and obviously this is in the classic uh View and once that loads uh from the um from the additional actions men menu at the top here I can go to configure form layout and you'll see all these different views we want to make sure we've got s soow change overview view selected um and that will that will show me currently the the different sections that I've got available to me with the different fields so if we look at [Music] um uh summary you can see it's got short description description and justification let's say I wanted to add another field uh there to summary um let me just uh edit this section get in the right scope let's say I want to add uh risk risk and impact analysis I want to add that field to this view so I've got s so change overview in summary and I can add that save it okay now just to show you you can test this on your uh old classic form if you go to view just make sure you've got uh s so change overview selected and that will show you uh the the data that's being ingested by the workspace so you can see on summary now I have risk and impact analysis field as well as short description description and justification so again if we go and create a uh new change choose normal again you can now see risk and impact analysis field is there so pretty easy to to go and configure and customize that to give you the data that you need to surface uh within s so using that table-based uh method now just finally what I want to do is just quickly show you um change model and we might not might not have time to go and create one so I'm might to show you uh what what it looks like within s so so out of the box uh we have change models change models are really there to help you uh tailor your change process for specific use cases so if you have some use cases for example patch or cloud provisioning or or some kind of automated changes you're able to use a change model to only describe the states and the state transitions that the change needs to go through without having to go through the normal I talk full blown normal change uh process so for example we can see a cloud infrastructure model here um is a model that uh can be used for provisioning uh cloud infrastructure obviously these record presets this goes back to the question about change templates so with a record preset I'm able to set values on uh on the change in the model once I set a value here the user will not be able to update these fields they will be grayed out and and they won't be able to change them so as an example here this one will have type normal and assignment groups that to network and the user won't be able to change that uh that information uh I can also have Security on my model so I can Define uh who can read and who can write so who can use the model I can restrict the model to specific uh groups or people if I need to and these are the states that the change will move through so it's only got two states it's got an authorized State and from authorized I can go to closed so it's it's very simple and then obviously from authorized to close there's there there are transition conditions where the change needs to be approved and there are some mandatory fields that need to be completed in order to transition from authorized to close but I'll just show you what that looks like within service operations workspace so let's go again and create a new change request so I can see here um now if I had if I was running U my um performance analytics jobs to capture um change closure data in my instance which I'm not I would be able to see the success rate of all these changes I can see there for my normal change and some of these uh preapproved standard changes this one I haven't run yet so there's there's nothing there but that also helps me because on the card I can see how successful these changes have been in the past so let's choose Cloud infrastructure and then click next so you can see at the top here it's only got authorized and closed as the states so the rest of the life cycle is not required for this model and again I can populate some information here just to show you now risk and impact analysis is there because I had added it for everything I can restrict it to specific models if I want to so let's just save that and you can see um the change model is telling me that I need to supply some specific information in order to continue so CI my plan dates that needs to be uh provided so let's set some dates here now this is showing in this view because I had changed that obviously i' configured it and we save that okay and now I do need to provide a CI but because I haven't saved it it's not allowing me to uh progress because I need I I need to uh provide CI you can see here um we'll just give it a CI you can see here as I said this field here network has been grayed out because I had that in my presets in my template so hopefully that allows it to go from authorize and now it will generate the approvers that it needs okay so that's just a a very quick example uh uh of of what the model looks like in in service operations workspace and now I can see the other cards coming in that that can guide me through the process I've got a conflict so I can again go and reschedule that change using the scheduling assistant to find a conflict free change window so that uh that covers the main part of what I wanted to uh show you so just to quickly go through what we did uh so we covered off creating a new change and how to do that from within s so and how to First Look at the uh Dynamic overview Pages filled out the change request we were then able to schedule a conflict free time slot for the change using the um neat uh calendar view to make sure that we're not within uh a blackout and we are within a maintenance window and showed you how scheduling assistant can find that time slot very quickly for you we then evaluated the risk and showed you how that looks in terms of risk calculation on the form on the right hand side we then moved the change completely through the life cycle in s so which has been uh that functionality has been there since Utah and obviously is is available now in in Vancouver and finally I showed you how it's quite easy to configure and customize the D damic overview Pages if you need to do that without needing to use UI Builder and then we we didn't actually configure A Change Model but I showed you how uh creating a change in srw looks using a change model and how that works uh in s so we've covered the poll so thank you very much for attending hope you found that uh useful uh as I said that's the final my final um live on service now session for this year so wish you all the best for the holiday periods thank you very much for attending and look forward to seeing you in our sessions from next year