hello and welcome to the digital portfolio management Academy Series this is our first session we're going to focus on the overview of the DPM product the personas that are served to the product and the different solution types that are included um my name is Caitlyn Morris and I'm the product manager for DPM I'm really excited to be able to share this information with you today the whole purpose of the academy series is to give more insight and information into the product itself so expect to see um you know videos being posted about the different product areas any new features that we're going to be releasing we'll also hopefully be able to do some roadmap sessions answer frequently asked questions things like that we want to remove any uncertainty around the product and really help equip you with the information that you need to get started and continue to evolve your implementation of DPM so without further Ado let's dive in uh this is our Safe Harbor notice we will have a couple of forward-looking statements in uh this particular session and so just want to make sure that um it's clear that this is a safe harbor and that you shouldn't make any uh buying decisions based on the information that's shared our agenda so we're going to focus on an overview of the product it's going to be a little bit higher level and so I do encourage you if you're looking for a deeper dive demo we have a learning uh a launch and learn series it's available on Earth service now YouTube community and the first session does provide a demo of the product that goes a little bit deeper and actually shows the um product screens we'll also cover the personas that we serve and the different solution types as well as how those solution types are leveraged and used in the different features of DPM kind of the core features of DPM so to get into the overview what is DPM so um this is our you statement about how the product um works and how it's intended to serve our personas but really ultimately the idea is that DPM is a way to give service and application owners a complete picture into the solutions that they own in one place they don't have to go to a bunch of different products or tools to get different pieces of information and have to Cobble that together manually on their own we actually will serve up data through the full life cycle of plan build run and continue Improvement in this single workspace and it'll all be in the context of what this person owns or what they care about this is how we have solved for DPM like more of a conceptual um representation of the approach that we took DPM can really be thought about as a visibility layer and it's s sourcing or kind of Sur um surfacing excuse me data from really across the whole platform so um and I should I should call out this is not uh comprehensive by any means this is really again meant to be conceptual of how we've uh approached this and highlighting a couple of you know key data as examples so if we look at the Strategic portfolio management um there's a bunch of different products right that are intended to serve different personas and different um use cases within the SPM Suite of products one of those personas is a project manager and they create and manage projects they need uh visibility and they need the you know tools and capabilities to manage the pro project and really you know portfolios of projects and the tool supports those needs and those use cases it's very specific specific for them well a service or an application owner they're not a project manager but they do care about projects that are related to the services or the apps that they own or that they you know really care about so they want to know what are the projects that are in the pipeline what are projects that are currently in flight and what's the status you know they're interested in um upcoming milestones and any overdue tasks the percent complete you know really are we on track and then they also need to be able to know if they're not on track or if there are issues you know who to get in contact with and how to basically make decisions based on the information they have so what we did was we looked across the lifecycle of the solutions again thinking about that plan build run continual Improvement we looked at all the different data available on the platform and how we can surface that in the context of the solution and give give kind of the right slice of information to the user to be able to do just that right to make a decision to take an action um or to have uh the right contact information to follow up with somebody and have maybe a deeper dive conversation so that's the approach that we took and when we think about the core products that are really fundamental to DPM um that includes the service portfolio management product which is part of itsm the ation portfolio management product and the Strategic portfolio management sweet because we we pull in data from um you know different areas for planning and build and then there's a ton of different um products that we pull data from in the itm space so that's kind of really the core and from a licensing perspective it is included in itsm standard strategic portfolio management standard and APM um I should also say that you you don't have to have all of those um products to be able to take advantage and get started with DPM you just need to have at least one okay so moving forward these are the main modules in DPM you'll see here on the left we have this little home that's selected this is our homepage um we recently redesigned this for our November release the homepage gives the the user a personalized view into things that they own or they care about and a quick check on the current status you know so is there anything that this person needs to pay attention to right now related to the solutions that they own and then it helps them get information about what might be going on so they can either again take an action or have a conversation with someone to get more context about what's going on and you know what's being done to remedy the situation they also have not visualized in the screenshot but they also have quick access links to different places we'll get a little bit further into DET detail around the homepage later the personal portfolios is the next module and this is a where the user can create their own uh portfolios of the solutions that they either own or that they care about or that they're dependent on and it is very specific to them so it gives them that single view of all the things that they they themselves need to manage and and um have access to the Enterprise portfolios is the third module and that's uh more of an A hierarchical and organized structure of uh like services or business applications and it's a great way to to roll up and aggregate data um at the highest level of the portfolio and then view breakdowns to um see where the lower or higher performing um services are for example those are like the three main modules the fourth module which is not shown here is the list module that is a is great because it does give access to basically just lists of different types of data that we um surface in DPM and it allows the user to kind of filter and sort or search the data in a different way you know than how it's being uh organized in these other modules it's also a place that the user can create custom lists if they want to pull in additional data or create lists for um additional data or different like filters on lists than what's provided out of the box okay so personas DPM really was such a Persona driven product we did months and months and months of research to really understand um the different users and it it all kind of started with the question of of you know ownership of an application or a service and trying to get an idea on the nature of those roles um who the people are what they respons responsibilities are and you know as we learned more and what our hypothesis was is that you know service owners are also the owners of the application and so having these kind of separate experiences and separate uh roles defined in in the tool itself was really not conducive um to those those owners because they have to go to different places to see their information and so all that research led us to this um kind of definition or understanding of an owner we're using the word solution owner because it encompasses or that word I should say solution is intended to Encompass service owners or it application owners or Service delivery managers um you know it could even be like a a business relationship manager of a particular app or service there's a lot of different terms even product manager we hear all the time there's a lot of different terms for that the same same type of a role because really fundamentally their jobs are are the same in the sense that they are accountable for the service or the app or a combination through the full life cycle and they have to think about you know how is this going to be delivered how are we going to constantly improve it you know what's our road map um what's the performance looking like it kind of goes on and on you know really their their roles are extensive but the again they're fundamentally the same and some of their key responsibilities include um taking the business needs and creating a road map and prioritizing their backlog you know for the road map and then making sure that their teams are executing on that road map and they um are very much on the hook for how well the service or the application is performing they uh monitor the the health of that solution and if there are issues you know they are on the hook to create Improvement initiatives or um you know create business cases which leads to projects or you know other types of work to you know improve that performance they also have to constantly prove the value of the solution itself that way they can continue to get funding and if they can't do that then they're the one that um kind of ushers that service or app through the retirement process making sure that that's done smoothly and completely and then they're also looking for ways that they can be Innovative you know bring new Services then into the market um you know for the business or for their end users and really always looking at what are the needs of the customers what what's that evolving need and expectation look like are we meeting that if not how can we do that and then also how can we um best serve our stakeholders keep them informed keep them involved keep them happy all that kind of stuff so um this uh solution owner is the the primary Persona that we are solving for with DPM and that we're always looking to best serve however um oh sorry before we go to that part um some of key pain points and the things that we really focused on when um creating the product so I will say that this is more thematic there were a lot of a lot of different kinds of pain points and we were able to kind of group them into these themes um and so to to walk through them you know kind of fundamentally it is the first three are so interrelated because you know when we would talk to these owners very few of them were actually in service now if any they were using things like SharePoint or Excel sheets uh PowerPoints uh um one note you know to to Define what their services or apps are and then you know pulling data out of tblo or asking their teams to pull data out of service now and other different data sources and then those all those different pieces were kind of pulled together in typically PowerPoint for a monthly review of the service or the app and that is very time cons um time consuming it does doesn't do a great job of thinking about these things kind of holistically and um you know bringing the service and the application kind of together uh in in a shared View and then the all those different tools mean that the data is you know scattered it's hard to colate together again it's that manual timec consuming process um and it's hard then to see like the interoperability between different services and uh different kinds of data uh so it really leads to this siloed um work and also an inconsistency because everybody was kind of defining what their services or their apps were in different ways and they were tracking or they were documenting different kinds of attributes and documenting those attributes differently and and even using different kinds of naming conventions pulling different flavors of the same report and so there was no kind of single source of Truth and there was no place for someone who is more senior either a portfolio owner or kind of more of a process owner to see these are all of the services or these are all the applications that are being delivered and this is the consistent way that we're defining them this is the consistent way we're measuring them that just didn't exist and um there's so much of that data that's available in service now but it's so complicated to actually set all that up and get that visibility and there was no product that was really serving that particular need or use case and so the the you know ultimately the result would have to be a custom solution which means of course that it's custom so you'd have to maintain it so we saw a a real need in solving for that particular Persona um and giving them the information helping them to do their job and and really understand and compare like how well their services are doing um giving them a framework and a pattern um and really setting them up for Success so they feel more confident and being able to do their job and then um as we built out the solution and as it's been you know available for users to really get their hands on and dig in we have found additional personas that are getting a lot of benefit from DPM again beyond that primary Persona that we were originally solving for and so those different personas include service delivery teams I mean as we know it takes a village it's not a single person who's making this happen and so having access for all the different people who are involved in the process to be able to come in and see the same data and to um you know be able to have conversations and and have consistency around what they're looking at is is so valuable um just kind of across the board so again focusing on the service delivery team um this could be you know a service delivery manager or even a group of people they work so closely with the solution owner as more of that like responsible party and they're a lot more involved in the Run aspect of the service or the offering um or even applications and but even though they're just kind of focused in that space they um get a lot of benefit from having that holistic view um to see all the work that's coming and how that's going to affect performance um to again have insights and and visibility the same kind of data contacts information all that kind of stuff um they get a ton of benefit from that so almost kind of similar use cases of of what types of uh features the Persona would be interested in um as the solution owner uh for process owners they're really responsible for defining and approving the various processes within their organization so like a couple of examples that are specific to service now would be um even just around like what's our service portfolio management um practice and process look like how is that going to work um you know Incident Management is a great example change management management catalog requests like all that kind of stuff it requires more of a process owner to be able to um kind of own how that's all going to look and work and they benefit a ton which is a little surprising I I don't think we officially like are fully expected this but we're really excited excited to see that they're getting a lot of benefit from the product and especially the Enterprise portfolio views and I think the reason there is because we are giving visibility into all the different services for instance that are being delivered and then with the ability to map kpi groups and see key performance indicators at every level of the portfolio and be able to break down and look at where are the high performing Services where are the low performing Services really get into the data that way um it's it's providing a ton of benefit to that kind of a Persona and so we are seeing that that's um that that's a another user um that's kind of again unexpected but um getting a lot of benefit so that's really cool to see and then the third is portfolio owners you could think about and I'm sorry I mean sort of like Enterprise level so they're kind of a more elevated solution owner in the sense that they have that level of accountability but they likely are accountable for a much greater number of services and apps for for instance and so they're much less in the details or the weeds of how a particular solution is doing um and they're they're likely working with a lot of the solution owners who own specific solutions to um you know to do broader strategic planning um to think about like portfolio rationalization plans for you know coming year stuff like that uh this Persona is also getting a lot of benefit from the Enterprise portfolio views because they're getting the aggregated rollups um at each level of the portfolio but then they also have the access and the ability to drill down all the way to a specific solution and then um you know be able to dig into that data so that they are equipped with the information that they need they can find key contact information to you know connect or talk with people on that team if they want to learn more or if they want to come up with some kind of a plan um so it's it's a really nice UI for them to get a high level assessment and be able to drill down so as we continue to evolve the product we're looking at ways that we can also better serve um these different secondary personas and make sure that they're getting um you know the right kind of value out of DPM um and you know keep really happy with the product okay so let's get into the different solution types this is important because it's it's really fundamental to how the product is um mean use word architected so how we've thought about how it works and fundamentally it's based on these Solutions and then the different views and uis and modules are based on how we Aggregate and and group these different solution types together and so um you know it's really fundamental to how the product works and if you think about who our Target Persona is a solution owner we're thinking about somebody who owns again a service or an application or an application service and they need that visibility through the full life cycle so that's the core factor of our product and these are the solution types that we report um starting from the left services and offerings business applications and application Services the uh definitions and the tables that we Source this data from is uh aligned with the common Services data model so you'll notice that these definitions are coming from their guidance um or their white paper guidance and things like that the services we support um The Base Service table and then the dedicated business and Technical service tables as well as of course the service offering table and one important uh point is we do within our data model structure within DPM we do require that the services have at least one child offering on the business application side this is coming from the cmdb business app table um we we also when it comes to the Run part of the life cycle we do require that the business application have uh related application Services as that operational data is aggregated from the application service up to the business app view the plan and build um are a more direct reference to the business app itself um but I did just want to call that out because it's it seems like it Standalone but it does have this very close relationship to app service and then the application service that's coming from the cmdb service auto table um and that does also include Dynamic CI groups that are classified as an application service um we don't have pln on our current road map to introduce any new solution types um but one thing that we are exploring again for the future and and as things evolve with the common service data model is that concept around the product models um I'm trying to think if there's any I'm sure there's a bunch more to mention here but um I think that that's a good starting point um at least for talking about the the solution types themselves so now let's get into the different places that you'll see the those um Solutions represented in the different aspects of the product so for the homepage it's um personalized to the logged in user so when they first access their homepage the system will check to see if that user is associated with any services offerings business applications or app services and will'll show it on their homepage they can add or remove solutions from there if there are no solutions that are returned which for instance um it could be a user who is maybe more of a stakeholder or they're not listed in one of like the key fields on the solution record so key Fields being the owned by field or the delegate field or the delivery manager or the it app owner like those kinds of of core team Fields they might um maybe they own a branch of the portfolio but their name isn't explicitly listed on the individual you know services or apps they can come here and personalize and add things that they want to see on their homepage so it's fully flexible um they can also personalize the conditions that turn the cards from green to Amber to Red uh and they can add and remove attributes an attribute in this case is a critical incident or outage and so they can kind of tailor what information they want to see for each solution type on their homepage um just another quick call out from a homepage point of view is they can also get quick access to um any recently viewed pages and and these are specific to DPM uh they can quickly access their personal portfolios and the Enterprise portfolios the next one is the um Enterprise portfolio module so this is more of that um again an Enterprises or an organizations's shared understanding of all of the services or all of the applications that are being provided or offered by that organization um there are three different types and they are types specific and uh the reason that they're type specific is because we do data aggregation and so um when we roll up data through the portfolio we're uh rolling it up based on the uh entity itself so within a portfolio you might have uh services that have child offerings so we started the offering and we roll it all the way up through the taxonomy structure um we have run into technical challenges when when it we talk about mixing different types of solutions and trying to aggregate data across those Solutions it's certainly not impossible um but it it is a a design Challenge and a technical challenge that we're trying to explore um and come up with a great solution for so um at this time though we do have those type specific portfolios you can create service portfolios in the service portfolio tables within service portfolio management and then you can create business application or application service portfolios in the Enterprise portfolio tables that are within the digital portfolio management module um we also have the option for you then to map a kpi group so once you create your portfolios or if you already have portfolios they'll just show up here um you can map a kpi group and start to assess uh performance on some key metrics that your organization cares about at each level of the portfolio um and so you'll see these same metrics as you drill down all the way to the bottom now the personal portfolios module this is a module for the individual user to tailor and create groupings of the solutions that they own and care about or that are um you know kind of use collectively towards a particular outcome or have some level of like a business criticality there's a lot of different ways this can be used um it could you know kind of most simply in what's shown in this example is just here's all my stuff and I can put it all in the same portfolio and think about those things together quick access to it and then the user can also share that portfolio with other members of their team or other stakeholders um this is a flat structure and it's again it's specific to the user so it's only visible by other users if that the owner decides to share it um the other thing to highlight here again is just the fact that all solution types can be added to a single personal portfolio so this is is a really good way to again uh bring all those different types of things together uh life cycle management so this is really important because it's again getting back to the fundamental nature of the product which is to show data across the life cycle for the owner uh again and the delivery teams to be able to see all the data that's related to that particular solution solution um these are detail Pages they use a very consistent layout and framework or structure so that the user no matter what they're going to look at they know where to find particular types of information and um it's you know familiar it's consistent uh it's just a much better experience for the user to access information that they need um for each type of solution the tabs represent the plan build run um and you'll see we do have risk here for business applications and then the info tab um is a great place for um the user to find key information about the solution it's coming from the record and any kind of relationships to that record so there could be related you know in the in the context of business applications things like information objects or goals you know we show um those entities that are associated we also show other related business applications and business capabilities so it's a it's a really nice place to find um critical information about the uh Solution on the right rail we have this needs attention which surfaces um critical issues for this particular solution that the that the owner can dig into and learn more about um there's also this context tab so they can find the team members and the teams that support this uh solution so that and and the specific contact information for them so they could um figure out how to reach them to ask questions or to get um you know more information or have a conversation about the solution and then there's also opportunity to create demands and continual improvements So based on what they're seeing here um you know especially when it comes to Performance maybe they're seeing um you know consistent dips in a particular metric they may want to create a demand to do a deeper analysis and find a long-term resolution or solution to you know avoid any future dips so again they don't have to go anywhere else they can just take that action right here from the workspace we also have relationship maps and actually if I jump right back you'll notice that there's this view relationships button on all the solutions when that button is clicked we we open this map view with that solution as the the home node and um their relationships we in our current implementation um will show down to the application service level um the reason is because those are again the kind of the core solution types that we are focusing on and um a as an MVP solution for the relationship map didn't want to uh overwhelm with too many details and getting into like the the nitty-gritty of the infrastructure for instance that may make up the service however we've gotten more feedback about an interest in the ability to basically kind of explore down to those lower levels and so in future we're looking at um uptaking the unified CI map which would provide that ability to explore uh down further into other relationships um so that is something that we're looking at uh and again in our current implementation when a node is selected you can see a summary card that provides high level information um you can redraw the map on a particular node so I could click on this node redraw and see the map for this particular application service um not pictured but on this right rail we also have a tab for um contacts so that we can uh show the user uh key contact information for anything in this map so you might be thinking that's all really great but like what do I do with this um if you're new to your service now Journey um not service now I'm sorry digital portfolio management Journey um recommendation is to assess the data that you have look at the tables um within your platform or I'm sorry within your instance and um or if you have a particular uh solution that you know you're more oriented to so for instance um I talk with a bunch of customers who are more services oriented so they think about things in terms of services they have some of their services already defined in service now um and so they kind of start there looking at at that data I do suggest picking a single type of solution to start with and to um you know focus on getting that set up in the DPM workspace first it helps to I think kind of narrow your focus because there is a lot you can do um once you pick the type of solution I recommend then even going more granular in specific to a subset of those services so um and I'm sorry Solutions so again if you choose to be to focus on your services first I suggest that you pick um a handful of services that are maybe your most business critical because typically those are the most well-defined well-known um typically the data is um I'm going to use the term like wired up already so you can start to trace things like incidents and changes um requests back to that service because um you know it's so critical that that has been set up um and if not you know start to work on building out those relationships but as you get those set up and and start to visualize them in the workspace um you can really learn from that experience and then iterate as you onboard new Services um I highly recommend and most customers that I speak to are doing this already is get a couple set up and get those service owners into using and those teams the service delivery teams into using um the product to see and manage and and get insights into their services and then you know just kind of keep keep going keep iterating um and and add in more and more and more users as you go I think that seems to be the most effective and the least uh overwhelming I should say um one thing that we'll talk about in the future is the different types of data and how that data is uh sourced into the product and so um you know that can also help is to focus on a specific type of data first but that's what I would suggest uh based on what I've shared today and how you can use this information to get started um thank you so much I really appreciate you spending some some time with me today and I hope you keep an eye out for our next sessions which will be um coming out soon have a great day