hi everyone this is evans nicholson senior technical product marketing manager for itom and cmdb here at servicenow today i'm going to cover new enhancements for agent client collector for visibility and virtual agent but first let's talk about current problems for it organizations for today's businesses in addition to ongoing modernization projects the past few years have drastically accelerated the uptake of digital services when required to relocate employees off-site businesses had to move their workforce online at the flip of a switch resulting in the need to add even more digital services this caused an explosion of incidents and frustrated employees calling for help from their i.t support staff the teams answering those calls now have their own set of problems making sense of the increasing amount of data and alerts coming from remote systems and disparate monitoring solutions for those trying to keep up with this change by hiring more people and for those who are using manual processes this has become a very unproductive and frustrating situation what i'm going to show you today is how we can automate and accelerate issue resolution through real-time insights at servicenow we enable our customers to expand technology services while at the same time reducing costs we'll see how accv connections called spokes can now be leveraged to monitor the performance and compliance of endpoint devices when we combine the capabilities of virtual agent chat based conversations and accv we can improve end user experience reduce incident response times and reduce the strain on overburden it service and operations teams so let's take a look at how this works for today's demo we're going to focus on an employee named naomi naomi has been experiencing a general slowness with most applications running on her windows company laptop sometimes the applications take a long time to load and sometimes they just completely freeze these apps are critical in naomi's day-to-day work and she needs them to be reliable although naomi will be using the chat box straight from the servicenow web console remember the same workflows can be utilized from within microsoft teams slack facebook workplace or other collaboration tools used by today's businesses and now for a little background in this scenario the chatbot has been trained with a natural language understanding capability nlu picks up the utterances and terms related to application slowness and directly triggers the right topic flow to help troubleshoot this issue along with the many out of box va workflows available servicenow customers have the ability to create custom workflows like we've done here selecting no here will create an incident and will end the workflow selecting yes triggers the va topic flow in the background which then leverages acc spokes to run commands on naomi's machine to fetch the details for disk space and memory in use these commands or os queries extract relevant information as needed from windows mac or linux machines there are over 260 os queries now available for use the first step is to check disk space acc spokes gather the data returned from naomi's machine and the output is sent to va as virtual agent finds the disk space is running low it recommends to free up space to facilitate this disk cleaning va recommends a knowledge article which details the required steps with the help of such self-service knowledge articles the va is trying to deflect an incident it is also enabling naomi to perform some of the basic troubleshooting steps on her own which might mean the next time she has a similar issue she won't need to contact it support because she's already received a bit of training on how to fix common issues once this is scaled up to an entire organization you can see how the va and acc combination will lead to less human generated incidents and increased time to resolution in naomi's case she's still having the issues so let's continue with the troubleshooting by selecting no [Music] we'll go ahead and grant permission to continue here and at this point va triggers another set of os queries to find the top 10 processes which are consuming cpu or memory on naomi's machine along with listing the top 10 processes that are consuming most of the system's resources va also recommends a knowledge article which outlines the steps needed to kill some of the processes oftentimes slowness of certain applications or even the entire user's machine is caused by certain processes consuming a major chunk of the system's cpu or memory unfortunately things have not improved so naomi continues the conversation selecting no at this point and then answers the prompt to run some more checks as we use different programs some processes run in the background consuming some part of the random access memory or ram as more and more system memory is used overall efficiency is reduced resulting in performance degradation restarting the computer or laptop flushes the memory and stops all tasks or processes that might be causing the slowdown with the help of acc spokes in the appropriate os query the va checks the last reboot time of the machine and finds out it was more than a month ago va then recommends naomi to restart the machine once she does that if naomi is still experiencing the issue or she just wants to work with the services team after all she can choose to do so here this would kick off an incident which would be assigned to a service operations engineer but remember at this point naomi has been able to receive troubleshooting advice based on real-time stats from her machine without having to talk to a member of the i.t team this is what we mean by incident deflection we've just seen how customers can automate and accelerate issue resolution through real-time insights by leveraging servicenow's itom agent client collector for visibility and the itsm virtual agent we've seen how accv spokes with their ability to monitor the performance and compliance of endpoint devices can now be combined with the capabilities of virtual agent chat based conversations by doing this using servicenow's unified service operations approach customers can achieve these major outcomes they can improve end user experience they can achieve greater incident deflection via automated self-help and reduced incident response times and they can reduce strain on it service and operations teams this allows employees to spend more time focusing on innovating and growing their business and less time being slowed down or sidetracked by underperforming tools or unreliable digital services for more information on agent client collector or all things itom be sure to check out the main itom product page thanks for your time today i hope you learned something and i hope to talk to you soon you