[Music] using service now's secure purpose-built large language model now assist for itom enables both agents and Engineers to quickly understand complicated or lengthy machine generated alerts so they can stay focused on issue resolution the service operations workspace Express list enables teams to get the data and the flexibility they need all in a convenient configurable single page view Express list lets users review alerts or groups of alerts directly from this view without opening up new pages or tabs by calling out repeating or similar alerts itom event management helps operations teams quickly identify Trends alert information and syntax can be difficult to decode especially when time is short and critical services are down with now assist for itom lengthy sometimes esoteric messages can be simplified quickly right from the express list list view this means both subject matter experts as well as agents building deeper skills can digest and comprehend alert data to help them clearly determine next steps it looks like poor performance on virtual machine snapshots might be causing the issues with the ebilling service upon further review we can see that there was a recent change to snapshots on VMS associated with e billing change tracking on Associated configuration items helps narrow down the probable root cost cuse of issues this is thanks to service now's common data model by correlating and cross referencing items in the cmdb not only related changes but also problems alerts and incidents can be uncovered and shown here but that's not the only way teams can get value from service now coming up in the group alert section I'll explain more for now let's do what we can to get the ebilling service back up and running itom playbooks offer it teams a convenient way to develop and use automation by creating custom actions based on successful workarounds and steps taken in the past an automation catalog of sorts can be created manual Playbook steps can later be incorporated with event management rules in combination with now assist for Creator which uses text to code powered by generative AI itom can group alerts from disperate sources together without having objects in the cmdb currently this is done by using alert based tagging and now from Express list it's possible to view the structure of the group and even visualize the relationships between the alerts built directly into the service operations workspace is the ability to quickly set up and manage alert automations this streamlined self-serve process helps customers on board and get value faster alerts can be enriched by adding business context in fields and tags taking logic monitor as an example we can see the team has set up the ability to extract resource information from alert description fields we can see a preview of extracted values such as memory site name and so forth and Below we can see there's a tag setup to determine and save resource location using Automation in this way itom customers can enable alert correlation even without a mature cmdb also from this page teams can set up automated alert grouping and customize actions for event management okay so let's Circle back and get the content streaming service back up and running it looks like there was a change to the identity and access management system which could be causing issues with the down web service the team has worked out a way to roll back recent changes as a way to reset settings for this service after resolving the issues with ebilling and content streaming we can see all services are up and running from service operations workspace the services View View using now assist for itom workers at any level can get data Clarity and quickly determine next steps with the help of generative AI for services teams this means less Reliance on valuable level two or level three resources because they themselves are empowered to learn about and eventually Aid in issue resolution and for operations teams using playbooks as a way to continue down the path toward scripted Automation and auto heal workflows and as we saw in the demo Serv now is continuing to leverage automation within existing workflows on the now platform for organizations as a whole this all means faster resolution improved service reliability and more efficient better enabled it [Music] teams