okay right um good morning good afternoon good evening wherever you are in the world uh thanks for joining today's live on service now webinar um where we're going to be talking about uh Incident Management and its relationship with csdm uh hoping to give you some tips on uh how to optimize your implementation when it comes to Incident Management uh and get the most out of the power of of cstm through the service now platform so um just to get started um couple of things just to be aware of so first thing is the we may cover some forward-looking statements on behalf of the service now product today um and um just to let you know anything that's not on our current um GA release and anything we show that may be future capabilities are subject to change so this is part of a series of live on service now webinars um they're an interactive event series covering lots of different um great pieces of information lots of great speakers um from service now from our trusted partner organizations and more um the schedule link will be shared in today's chat so if you want to attend more sessions or learn a bit more about the catalog of events we have coming up in the next couple of months uh please click on that link and um it will take you to a location where you can find all that information so just a couple of things before we get started today so there will be plenty of time at the end of the session for Q&A uh please use the Q&A section within the chat if you want to ask a question rather than the chat function um we'll be monitoring um the Q&A specifically question so if you want us to pick that up live or afterwards please make sure it's in the right section um we're going to share this presentation um and it'll be available on the service now community so if you have to step out for a moment or you've got someone you want to share it with we'll make all the links for that available after the session um and uh feedback is a real gift for us and we'd love to hear how you feel about the session so we can make sure the next one's even better than this one so um you will be asked to fill out a short survey at the end please don't ignore it please fill it in um because the feed feedback is hugely vital to us to make sure we're providing the best experience on these sessions so um I'm going to introduce um who'll be speaking today so um if you haven't guessed already from the pictures there I'm the one in the middle my name is Scott Gamble and I'm a principal I work within our leading practices organization within service now um I've done a lot of stuff within service now a lot of it operations management and my job is to help maximize success when it comes to implementation I'm joined by my esteem colleague Chris Shakespeare who is veteran of service now 13 plus years of experience um and um uh we both share the same mission to make implementation uh for customers partners and our whole ecosystem as smooth and efficient as possible we both specialize in IT service management and um I'm delighted to be joined as well by by Ryan juice at fly form one of our trusted Partners uh Ryan um is a colleague of mine that we've known for I've known for quite a long time now uh and we've been working together on a number of of with customers a number of different challenges within the service now space um and uh Ryan's a great asset to have on our team so thanks very much for joining us today Ryan it's great to have you on the call so uh this is what we're going to cover today so we've done the intro that's covered off already um I'm going to dive in a little bit into the basic definitions and and terms that we're going to use today um many of you will be very experienced in your csdm journey many of you will be just starting out so this is a level set to make sure that everyone who's on the call kind of understands what we're talking about as we dig in deeper throughout the session uh my colleague Chris is going to cover some great information on datadriven decision making to help you uh make the incident logging process and Incident Management process uh intertwin well with csdm Ryan's going to take over at this point to do a demo to show you what this looks like inside the platform um and then at the end we'll have our Q&A and we'll have plenty of time to also um discuss takeaways and information that that we want you to leave with today so by the end of today um hopefully we're going to give you a good overview of um the leading practices around integrating incidents with Incident Management with csdm um laying the foundations for service portfolio management digital portfolio management cndb all that great stuff um and also we want to specifically hone in on the use case of firstline Agents um people in service desks customer support teams how they capture and record incidents uh so they align with csdm first and foremostly but also reducing your data entry time maximizing the capabilities of that kind of single control Power plat control tower platform that we have um ultimately practical terms we'll show you how to configure your incident process to align with csdm practices and principles so touching on the basic definitions um I'm going to cover a few things here um in kind of a high level view um let me know if there's uh any questions in the chat as we go through and we'll pick those up towards the end so um let's start by looking at what service is and how we Define that so for US service is a means of delivering value to customers and that's by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks so when we think about a service we're thinking about something that a customer might understand in their language something that they might refer to I've got some examples in a minute to kind of to dig into that a bit further service offering is a unique service commit that sits underneath a service so for example um if you're a service provider you might have a a platinum gold silver bronze level of service where you get a certain um resolution time or a certain response time um this might be the same core service that you provide as a customer but those offerings differ depending on what level of customer's paying what kind of perks they get etc etc so it's a really good way to subdivide a service into distinct offerings with different service commitments slas Etc and the CI is the Lego block right at the bottom of that right so the CI is the computers the devices the software all of those items both logical and physical that sit inside um your cmdb and normally film form the foundation of those service offerings and services so there a good way to look at it from service on the left being the biggest scope all the way down to those individual configuration items on the right hand side So within Services um there are three core different categories when we talk about services and this is probably and I think Chris and Ryan you'll probably share my thoughts on this um probably one of the most common questions that we get asked service now implementation experts is what's the difference between all these Services um I must admit when I started on my journey I found this confusing um so I've tried to put it in the clearest possible way I can the way I got it um and hopefully it will help you too so starting off with a technical service a technical service is published is to published out to service owners people who own the overall services and underpins that business or application service which we're going to touch in as we go down so if you think about something that has operational CIS and something you potentially use as an impact uh registration for incidents and maybe something you'd approve for a change um so the way I've described this is something like a male server you might have 10 of those in your estate you might have hundred of them all running um uh mail server application an application service is a logical representation of the a deployed system or an application stack so what we mean by that is that it usually consists of one or more operational CIS so like multiple mail servers for example um and the applications and hosts configured to offer a particular service this is as we're transition transitioning from the kind of bare metal the core components through to a service value adding uh piece of equipment um Microsoft Exchange is a really good example of that so you have a number of mail servers that form the Microsoft Exchange task now you know not everybody who works for an organization would know what Microsoft Exchange means so that application layer is very specifically for people within an organization who are technically o operating or operating particular Services normally the people that sit within it and then finally we have a business service that's the service the front end service that's available to business un users or customers um and that underpins one or more business capabilities so when we think about capabilities I'd give you an example of maybe communication right how do you communicate across a business but you need the capability to communicate with your customers with other departments and one of the methods we do that is through email and email is a business service that runs on Microsoft Exchange as an application which then is backed up by technical services such as mail servers so a business service is published to business users and it's user or customer focused so it's going to be in terms they understand and quite often we see organization adopt Business Service terms um you know Outlook is a good example of a mail application right but you know how often do people say my email application they will use a brand name like Outlook or teams or slack Etc so we're not always in charge of what of what the business call those business services so when we talk about creating incidents um and the specific context of the use cases we're covering today we're talking about three distinct personas so we're talking about the user Persona so that would be someone who is a customer or a user logging into a portal um ringing up your service desk who wants to log an incident or an outage with a piece of equipment that they have you then have it as a as an analyst as an engineer as a as a help desk member um how am I using the incident management process and how am I integrating with that and then finally you've got the system uh area so how are systems communicating with each other what's happening in the background around as we log incidents and relate them to the relevant services and other things that exist in our business's ecosystem alignment with csdm simplifies the process for all of these personas so your system to system your it to user all that stuff becomes simplified when you have a handle on the data through your csdm so uh it's time for me to take a break I'm going to hand over to my colleague Chris um who's going to take you through the data driven decision- making process with Incident Management so over to you Chris thanks Scott and I'll just swap screens and pull up the presentation so we should be there okay right all good um so thanks to Scott I mean there's a lot of definitions thrown at you and there's a lot of materials out there from service now that talk to csdm cmdb um the various services available technical application Business Services um a lot of that material is out there on now create um so if you haven't been out on T now create please have a look um obviously deeper Dives than we can go into in the session today but really what we wanted to do in this section of the webinar is take you through data driven decision making and really look at how we can enhance the instant management process to consume the data those services that Scott was talking about and also simplify the life of the agents because I think you know out the box service now gives you lots of opportunities to enter data but also that also gives opportunities to make errors so some of this is really just to streamline the work that those agents do um make it easier for them and you know ultimately hopefully give you a path where you can start automating some of this so that you're not having to manually enter that data um but rather the system can start driving some of that work for you so what what does that look like a little bit more [Music] well we have really five recommendations we're going to drill into each one through the Section where we feel that that whole process can be streamlined so um starting out with uh service offerings and linking those to services and making sure it's consistent with csdm um is for us one of the most important steps now I think that in itself can be potentially daunting and we usually say to customers is you can really looking at your business services there are probably five or six key services within your company that you would want to represent and those are the the starting points it's not to build out a huge business service catalog it's what's the critical items for that and we'll dig into perhaps how then they feed into instant management later on um Scott touched on the personas and really there three sort of key personas that we're calling out today who raise incident is the the agents themselves those those people working on the the service desk um IT staff so you know people out uh out in the field who you know need to raise an incident and ultimately machine to machine those system generated ones it's important whenever you think about instant creation that you cater for all those three bodies those those are the main ones um and obviously there's nuances underneath that you know if we take system generated you know that can be from event alert systems it can be from um other areas as well as we dig in um out the box we mentioned that the instant form itself um allows for lots of data entry um there's an example on the screen at the moment um so if you get all that right it gives you a very rich environment to work on the instant but also yeah anything you have to fill in is potentially time consuming and potential for error as well so if we can um streamline some of that then reduces time reduces error incidents on the incident itself so we're going to look at what that would look like in terms of the instant form to reduce those uh opportunities um and a lot of that revolves around um really populating the service offering first and deriving information from that such as the the service so that again you're reducing the elements that you're um entering and also you're being contextually relevant especially to the agent so they're more likely for example to to have an idea what the service offering is um working um from that route so let's dig in and see a little bit more what this looks like uh in practice so we mentioned about getting started with uh with uh csdm and especially around the service offerings and services and you know even within the basic uh itsm for service now is is you've got um service portfolio management so you've got a lot of capability sitting in there um to be able to build out those services and later on you know things like digital portfolio management really allow you to extend not just within the itm space but into um things like SPM with application portfolio management and others but starting small getting your arms around those key Services is the place to go um there isn't one single model that suits all and I can see you know in the chat what was happening there's a lot of discussion around Technical Services application Services um where to start um so it's hard to be totally prescriptive of the right place to start but I think you know starting at that top level starting up those key business services and then deriving service offerings from those um generally suits majority of the of the customers to get them going and moving uh moving forwards and that allows you to then start extending Beyond there ultimately into service owners service performance metrics and the other things which come from having that that mindset and approach obviously if you've got the other side of the coin is the Ci's that uh instant management is dependent on um you don't want to be manually discovering those and entering data from spreadsheets um you really want to be uh having a tool like Discovery or Federated data from a discovery tool that's going to help populate that cmdb so you can consume that data within your instant management process and relate it to those services and one of the things that we do recommend is out the box there are no principal CI designated um so you can pick anything um in the CI field and that you know can be pretty daunting and also with the scale potentially the data set is again it's time consuming and potentially aound because it's time consuming you're looking for something so we recommend starting out by designating a set of principal CIS which essentially down filters the available data for the instant management um so we always recommend you know reducing it and the type of recommendations around application Services service computers you know Fe the the main infrastructure items rather than perhaps any user compute um a lot more detail in the cmdb process guide on now create which is one of our top downloads unsurprisingly so lot more detail in there and ultimately this this really helps because what we're what we're seeing is from the we're looking at the um service offering links into the service the application Services is often the the CI and you know we're seeing some chat around there and you can also derive the assignment group it's either the support group for the service or it's the support group for the CI and we'll see a little bit more what that means in a moment so we talked about the three use cases and this is a sort of raised up version of the um the standard form today and this is what you get to sort of fill in is service service offering the CI the assignment group um so having the data available is really going to simplify the population of this and again reduce the the level of error and where we want to go with this and the recommendation is the service should be derived from the service offering the CI should be down filtered and appropriate for the the service offering that you're raising the Cent the instant for and the assignment group should be again either from the CI record if you have a CI and not all cases you'll have a CI and we've got some examples which demonstrate why that might not be the case or the service offering itself has a support group and uh if you haven't got a CI record then the assignment group will be derived from that uh service offering so moving on is we would recommend that um the instant form itself is is configured so that essentially the service field becomes readon the service offering is the main field that you would fill in and that the service then is derived from the service offering and we add in the CI classes and Ryan will show you what this looks like in practice um in a demo that we're going to show uh uh shortly and ultimately is if you do all that then you get a form which which looks a bit like this this is the UI 16 form um you know we're very keen that people adopt um workspace because it provides a very rich environment but the principles here that we're talking about in terms of the reform you see in front also apply to the service operations workspace and the the same same changes apply so um basically you you end up with the service offering driving the service configuration item all the service offering driving the assignment group for that and all this ultimately um is still within the framework that csdm provides um so and this is very much a cutdown view of csdm but it's but this is with a lens of how to make instant management more efficient and you can see here we've talked a lot about the the bus business service and the Business Service offering and ultimately that's linking through to the application Services it's got uh it's got mentioned and made Link in through to the CIS obviously the the white paper is much more comprehensive but in terms of moving forwards and trying to cut this down into something that's consumable within the itm space we that this can do that um for you and this holds true as as we mentioned before is very much about the agent fills out service offering um that that populates the service is filled out on the basis of the service offering uh Etc and you can see that you know the was still respecting the hierarchy that's within csdm and that's a 30 on the instant form and that's that's important that we although we're modifying the form we're staying consistent with the overall framework that service now is recommending for its data in csdm it's really about improving the efficiency of the consumption of that data for a particular process rather than change ing the data to suit the process so we're underpinning um our process by data that's scalable not just into instant management but also as we mentioned ultimately into more service operate orientated business so when you get into things like application portfolio management and other areas like DPM is you've still got that consistent approach and you're not having to change other applications to meet the changes you've done in the the data structure itself so staying consistent with csdm is a key principle of this it's a streamlining of that consumption in instant is really one of the key things that um we want to take away from this so autop populating the service I mentioned that not everything has a CI so if we take you you know and then use a computer and I mentioned that you know probably not the place to start with the um in terms of cmdb but you know it can be something that's appropriate for your business in this case you see example where you know the you know just imagine the caller has has phoned up about Adobe Acrobat in this case with on their device so that's and use a services and the configur configuration item is the own and use compute device in this case it's a laptop but we've got uh allocated to them a slightly more um common well not common but um different is probably a better word in this case Salesforce is again it's end user service but because it's a a cloud native application you don't really have visibility to CIS so the CI is going to provide limited value for that so in this you're heavily orientated around using the service offering and the service to help you with the incident and ultimately resolving the the service issue that comes from there so in those cases you wouldn't necessarily have the CI um in that case the assignment group would be populated from the the service offerings support group rather than the C's support group because you haven't populated and finally you know something that's quite common on a service desk is you might know the service which is at fault in this case um we've got a problem with the service offering around Inventory management but at the starting point is you don't know what CI is at fault and you know it's it's potentially a long list of candidates at that point in time unless perhaps you've got management system that flagged it up and said you know maybe the the server is overheating you running out of space or something like that so often you'll start out with the CI unpopulated later on you will be a population of the CI once you've done some triage and diagnosis around that incident so and in those cases you may well be raising a child incident because you're addressing the issues with the with a a technical service offering and you want that group who are responsible for um a technical service offering to be looking into that where and you've still got ownership on the desk of the overall Incident That's related uh to that so that's very much trying to use data to drive the instant management process to minimize where possible the amount of manual uh entry into the instant form and by doing so try to remove your know potential error in that process so ultimately you can take a step forwards from this as well so this is almost the traditional the classical view of of managing the data but you can also then if you have that data available is just a touch on how you then can drive some of those fields that you are manually um populating like the service CI the assignment groups we talked about how perhaps the agent was entering it or it be generated by a machine is if you've got good data and you've got confidence in terms of the relationships between Services service offerings um and the group supporting them is you can extend that data orientation and the use of the data inherent in the system for things like task intelligence really taking that data set and removing the manual intervention that you were previously doing for it so you can start out with making sure you've got those um services and those critical Services when the business is identified you've got um healthy CIS available you've got your support group groups um you minimize the manual entry for your um agents or the system to populate but ultimately you can extend beyond there by having that data by driving the the organization through that um through that data inherent in the system you can even remove some of those steps later on by taking uh capabilities such as task intelligence and and really getting back to drive from there so it doesn't stop it's a level of where you are and what maturity you have for that so I'm going to hand over to Ryan now who's going to show you what this looks like in practice I we've seen a lot of PowerPoint and I let Ryan sort of bring it to life from a uh an agent's interaction perspective perfect thank you Chris um so let me take over the screen share hopefully it'll be a nice smooth transition um and hopefully you can see the um the service operations workspace on screen so I'd like to take you through the simplified way that a an agent might raise an incident using the um the methods that we've seen so far so if I go up to create my new incident from the top of the screen um I get my service operations workspace form here so I'm just going to say something like my laptop is broken um and enter my caller so um my caller is there and then down here you can see that in my assignment section I've got my services read only so we're only asking our agent to select a service offering um and you can see down here we've got um these service offerings aren't necessarily um understood by the end user they may be understood by the agent but the end user won't necessarily um know what these mean so if I start typing in employee laptop then if I select this offering then I immediately see that where using relationships in the csdm to populate other things on the instant form so we know that the parent service is end user Computing so we can populate that for the agent that's one fewer click the agent is doing on the instant form and you think if they're raising 30 40 incidents a day every click saved is um quicker meantime to resolution and happier customers and fewer errors as well that's also wor bearing in mind and and then we also know that the employee laptop is a service offering that's being supported by the hardware group um so that is the uh listed as the support group on the service offering so if we've defined our services and we've defined the groups that support those services and we've done that at an organizational level then we should really be helping the agents populate the fields that they need on the instant form with that service portfolio that we've built up it's meaning that the actual effort we put into to to get that data into the system and and get owners for all of these um service layer CIS does actually go towards um making those data driven decisions that Chris talked about and um making the agent's life easier um so and then I'm going to look at my configuration items um and if I select that the um the the computer is my my configuration item that's uh the actual exact thing that's gone wrong you can see that the assignment group hasn't actually changed because the support group on the configuration item is the same as the service offering so um but this is the most specific item of this stack that we're selecting so if there's a support group on the configuration item then we want that to be the um the the support group that is assigned to the incident and so that's a little bit of a preview of how you can use datadriven decisions on the on the instant form um what I also like to show you is what that might look like from the user perspective so a user if um of often you'll see on um instant forms that are exposed through the employee Center that you've got about 10 different fields that the service desk might want to know and that is all supposed to help the agent to triage the ticket once it hits the service desk but often you're asking the user questions they just won't know the answer to so if I give you an example of what a um a laptop problem might look like from the employee Center so um I've not re impersonated anybody but just imagine that I'm Joe employee now instead of system administrator um and if I search for my laptop problem in the employee Center then ideally we'd have something ready made to uh to service that that common request that people might have from the employee Center so if I click that um then we have our laptop problem um instant report popup and you can see we're actually keeping it very simple for the user so they don't need to know about the service layer CIS they don't need to know about the the service offering in the background that's associated to the catalog item so if we go and say uh my laptop is broken fill in some some brief details so it's overheating I'm going to choose my affected device from the um devices that are assigned to me and then if I submit that so we've got our Incident That's raised so that's four clicks for an end user to raise an incident to the service desk and you're not asking the user any questions they're not going to know but then if we go and have a look at the incident as it's been raised in the back end and this is where that aim to help the agent um do their job better really comes to life if I search for the incident so we get all of this extra information so the first thing we see is that it's found the the relevant Service uh it's found it's obviously populated the configuration item that we that we selected um we've got all of our affected CIS we've got our related impacted Services um and we've got the on the details page we've got all of this populated based on the fact that the service offering was Associated to the catalog item so with the bare minimum of configuration you've got that catalog item being rooted to exactly the right team that can resolve it you've got your service information and you're offering information this is really really useful for reporting and getting that high quality TF intelligence data into the system that um helps drive that that future um intelligent routing to teams and when an agent comes to this form they've got all the information they need to resolve the incident without p putting the owners of that onto the user that's requesting it so having a small amount of effort organizing your services and and offerings in the background and assigning them to to groups and and organizing them into your service portfolio can really make that whole process a lot quicker and that's it excellent thanks Ryan um great work and um it's always really good to be able to see this uh directly in the platform right to see what's what's happening so um that's really useful um I'm going to um take over the screen uh now and just talk about kind of a few bits of wrap up um before I do so um you know Keen to cover just there's so much chat activity going on I'm trying to keep up with the questions there are so many questions I think um the thing with this whole concept is we want to we want you to be a to walk away with tips on how to get better at the that data and making it more useful for you um there's a lot of different ways you can slice up the definitions that we're talking about today and having spoken to to hundreds of customers um across the three of us that are on this session today hosting um there are so many different interpretations of of the way that we approach this and I think there are some golden rules that we can stick with that move away from more what what each canonical item is and the definition of that and the bigger picture which is getting better quality data being able to slice up your incident information more effectively so you can see quicker where where the hot spots are and where the need for is imp is for improvement so um first off it's really good to get a good idea of basic definitions across your teams just talking um about all of the activity and chat and all the stuff we're talking about just in this session with with with all of you on board um makes it clear that this discussion needs to be had in organizations right and um it's important to have for your less experienced team members maybe that haven't been doing this for very long to to have your set of definitions of an org of what you consider these things to be um there's loads of great historical best practice information with thinking itel with thinking our own practice information stuff from Coit and ISO and all of that kind of provides information but as an organization make sure you have a clear definition of where you want everything to be and how you want to Define everything um and the shape of your organization and the way that your Enterprise Works will shape those definitions um again the kind of real key Point here is aim to simplify the logging experience for an agent so whether or not it's you know having CIS assigned to an instant whether or not it's using Business Services application Services service offerings think strategically about what combination of those for your organization will help give your uh agents and your teams the experience they need to know what to do next to root that incident you you might do some of that automatically but you might rely on on some evidence and some information from those fields in order to help a service desk analyst make a decision for for example and the kind of key here is that bringing all of the information together and using it in combination will make it more powerful and finally take away some of the things that we talked about within the basics of datadriven decision making what kind of particular particular elements you want to add um to your to your journey what you want to configure what you want to populate within your cndb in order to increase the accuracy and and intelligence that comes from logging incidents we've got a load of other resources that we've got to help um this will answer some of the questions that we're seeing in the chat um as well as providing you with some takeaway stuff to take back to your teams and to kind of reinforce some of the messages we've talked about today U this will all be available and emailed after the session if you've been an attendee you'll get an email with the information and um we'd love to connect with you we'd love to talk to you about this further um I can see a lot of passion uh in the chat here and in the Q&A a lot of great experiences and we love that knowledge and we want to benefit from it um if if you if you like what we said if you don't like what we said we want to hear from you either way so please take some time to connect with us um and um you know we'd love to talk to you more uh and shape this for the future um but um that being said I think we kind of come to the end of our slides great okay I think we we've coming nicely up to the end of our hours worth of time here um I think I I just want to say thanks very much to everyone for attending the session um we've had over 200 people attend this session and some great involvement so that's really great um like we said there'll be an email after this which will cover all of the additional materials Etc um but I think all that really remains to say is thank you very much to Chris and Ryan for joining me today in this session um it's great to meet you all and talk to you and we hope to see you on the next one