Knowledge 2022
227 sessions
Respond with agility to evolving cyber threats
## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 [MUSIC PLAYING] Millions of emails are sent every day from all over the globe while most of these are mundane and perfectly normal, some are not. Some are laced with attempts to breach organizations and attack them for a variety of reasons. One of the most insidious types of attacks are designed to compromise and encrypt devices against an organization's will, forcing them to choose between paying off the attacker or losing access to critical data and devices forever. ServiceNow can help you mitigate ransomware attacks by making your organization's security posture more efficient, automated, and responsive with tools like security incident response, threat intelligence, major security incident management, and vulnerability response, working in conjunction with your existing security assets and collaborating with teams from across your organization. With ServiceNow security incident response, you'll be able to increase the amount of fully assessed attack surface in your IT network. Scale your limited resources and improve operational efficiency. It's typical to see a 40% to 60% reduction in the time to resolve security incidents when converting from a more manual and disparate process. Here, a security analyst sees incidents that are assigned to them or their team. Risk scoring allows the analyst to quickly determine the highest priority incidents that need to be addressed first, such as this ransomware incident. Our security analyst has decided to verify what's going on with this incident and scrutinize the data related to it, as well as notify management that they likely have a major security incident on their hands. The security analyst also wants to find out what threat intelligence exist for this ransomware attack. And to do so, they're going to use the threat intelligence that ServiceNow provides in conjunction with the Miter ATT&CK framework. ServiceNow is now fully integrated with Miter ATT&CK for threat intelligence, which can provide valuable insights that security professionals need to see what known patterns of attack this specific type of ransomware uses, it also provides a quick visual of the current security posture for detecting and defending against each of these attack techniques. Miter ATT&CK can assist security leaders in managing security programs by helping them understand how the various defensive systems are performing and identify where there may be any gaps. Paired up with a fully fleshed out configuration management database, analysts can see the who, where, and what indicators of compromise exists for this event. The security analyst knows that this ransomware attack is going to need a prompt and supervised response across different parts of the organization, including management, legal, and engineering. Major security incidents are created when a security incident is promoted, these options are configurable and can happen in one of two ways. Analysts can propose a security incident be promoted to the major security incident manager or commander, which then triggers an internal review process or analysts can immediately promote if warranted. In this case, we'll choose the latter since we know the organization considers a ransomware attack to be a crisis event. This is the major security incident management workspace. Here, the incident commander can coordinate and direct the entire incident response process. And from here, the commander has access to the entire collection of tools and integrations at the disposal. This gives them the ability to see every aspect of the incident quickly and easily, creating a virtual command center. The overview of the major security incident workspace contains metrics that provide a comprehensive look at the major security incident and its related components, such as tasks, duration, incident impact, and collaboration. And as this incident progresses, these charts and diagrams will continue to populate and update. Major security incident management leverages records from across the platform and outside sources. These records are then attached directly to the incident where the data can be viewed and analyzed to work the incident. Major security incident management also provides a centralized repository to store all of the pertinent file artifacts for the incident. Managers can even perform a variety of file operations directly from the UI, such as creating or deleting files and folders and adding or removing user access. Also, this tool allows teams to collaborate across various functions from your organization's C-suite, legal, management, to your security operation center where analysts and vulnerability response teams can collaborate. While the organization deals with this ransomware incident, they also want to make sure that there aren't any more systems that might be vulnerable to this specific attack. To help them do so, ServiceNow vulnerability response will allow the organization to do just that. Organizations face vulnerabilities in the tens and hundreds of millions and an ever expanding attack surface. ServiceNow vulnerability response helps IT and security teams work together with this data at scale, making it easy to find what matters and act on vulnerabilities in bulk, maximizing efficiency and optimizing and orchestrating enterprise security operations. The vulnerability response application provides a single system of action and engagement, integrating with a wide selection of vulnerability scanners, vulnerability threat intelligence sources for enrichment and supporting archives for additional details on your organization's security posture. Here we can see the organization's vulnerability manager has created a Watch Topic related to what systems and devices are exposed to ransomware attacks that are similar in nature to the one that the security analyst caught earlier. Watch Topics show the types of vulnerabilities and assets that are most important to your organization. Security teams can set up sophisticated Watch Topics that capture specific slices of data and monitor when to act. When the organization is ready to act on a slice of vulnerabilities through the ServiceNow vulnerability response, they can initiate remediation in bulk as well. This is all a lot to take in and track. ServiceNow is driven to make your world of security operations more manageable and coordinated. With ServiceNow, organizations can leverage our analytics to improve their security program on the platform, organizations can create their own reports and dashboards. Our customers appreciate the ability to build dashboards for their teams and leadership. This CISO dashboard is a great example of what customers can rapidly build using our GUI based report engine and drag and drop dashboards. One of the advantages of that ServiceNow has is the ability to bring together data from many groups to provide holistic insights across the board. On this Overview tab, we have information from teams across risk, policy compliant, configuration management, vulnerability response, and security incident response. Dashboard tabs can be created to organize the data. In this example, the tabs provide extra details for the different groups, but they can be arranged in style to however an individual user prefers. This gives your organization the ability to watch big picture trends in their day to day work as they strive to keep your organization secure, including from threats like ransomware. If you'd like to learn more about what you saw today, please contact your account manager or visit us at www.servicenow.com. Thank You. [MUSIC PLAYING]
Drive efficiencies through Global Business Services
## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 Many organizations are looking to transform siloed operations to a global business services model in order to create consistency and standardization of ServiceNow delivery across the enterprise connecting end to end processes and systems to drive out waste and deliver value that can be reinvested where it's needed most ServiceNow is the glue that connects GBS organizations it's the single point of engagement for employees and it's the workflow and automation engine that powers operations and unlocks visibility to drive continuous improvement efforts Maria is a manager preparing for an on site team meeting and would like to find a trainer to attend and help her team with public speaking she isn't quite sure how to request a trainer so she turns to the Virtual Agent for help Virtual Agent helps employees find answers to commonly asked questions. So that agents are freed up to focus on more complex cases, Virtual Agent uses natural language understanding so employees can enter key words or phrases to receive additional guidance due to the nature of her inquiry the Virtual Agent automatically creates a universal request on her behalf the workflow has been kicked off in advanced work assignments ensure that it gets routed to an expert that's able to help this allows agents to resolve cases seamlessly across the enterprise. And provides a consistent ticketing experience regardless of what the employee needs help with before she leaves she also wants to check the status of another request so she asks what is the status of my workplace case since ServiceNow is a single platform across HR IT workplace legal and more she can search for any open ticket to view an update of where it's at in the process, providing an exceptional experience for your people now let's sign in as Stephen the head of shared services Stephen is provided with a consolidated dashboard view of all cases across the business from the single view he can monitor trends and look for areas of opportunity and efficiency Steven can drill into cases to get a sense of what his global team is working on across the different lines of business whether that be HR or legal IT procurement and more the training requests Maria submitted is just one example of the many cases being created and moving through his organization ServiceNow is natural language detection has automatically assigned the case to an HR agent Harry this auto assignment routed the case to the ideal resource eliminating back and forth between departments and ensures that the case is resolved quickly now let's switch gears to the agent's perspective similar to the shared services dashboard Harry the HR agent also has insight into critical data such as sales and high priority cases as he views the list of all open cases he can drill in and immediately begin working on the case this request was auto assigned to air but this same view is consistent across all departments and agents if needed the case can easily be transferred to another team member or business unit the air agents at this organization get hundreds of cases like this every week so they work with our internal development team to create a custom form that allows them to gather additional information about the training needs this custom app was built using the Now platform's low code tools which allows GPS to create customizations without having to replace existing systems and it provides faster time to value here you can assign the custom catalog item to Maria and she'll immediately be notified that she has an action item related to her case let's circle back to Maria she's now in the office and on her laptop and wants to view the status of her case Maria has visibility into every action item that has taken place from the time that she submitted the case, including the automatic assignment of ownership to HR, as well as the action she's now being asked to perform this is exciting for a few reasons. First the employee sees a single stream of information and doesn't need to piece together updates from separate incidents or cases second the agents are working together toward a collective service level, which means the organization can measure from time of creation of the overall request until it's resolved and get a more accurate picture of the employees total service time in a matter of minutes we saw how easy it is for an employee to request help even when they don't know who to turn to processes are connected to end to end so agents achieve greater efficiencies and outcomes. And with low code tools they can create custom solutions to quickly resolve employee requests. Finally insights across the business can be served up to leaders in a consolidated view that drive automation standardization and operational efficiencies across the enterprise.
Align investments to implement strategy
## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 [MUSIC PLAYING] Hello. I'm Debbra McGrath, Senior Technical Product Marketing Manager at ServiceNow. In this demo, you'll see how ServiceNow Strategic Portfolio Management enables an organization to align technology investments and work execution in order to implement business strategy. With SPM, you'll keep investments continually aligned to your strategies, so that your teams are always focused on the right things. You'll fund what matters most using a variety of planning methods to guide investments, communicate plans, and see work in the context of strategic initiatives. And SPM will help you to make work execution easier, even across diverse teams, methodologies and approaches, so you can ultimately meet and exceed your business goals. You'll experience all of this through the perspective of an executive leader, Jake Elliott, and see how Jake and his team drive the business forward by ongoing prioritization and funding of important initiatives. How they respond to inevitable changes with scenario planning that enables them to keep initiatives and resources continually aligned to business strategies. And how his project management and scrum teams efficiently execute work across traditional, agile, and hybrid work methodologies in order to deliver measurable business value. Jake begins by viewing his executive strategy dashboard, which provides an end-to-end view of his company's overall spend and benefits, which he can also view by portfolio and work execution type. The strategic spend tab shows him how much they're spending by strategy and goal, and how well their initiatives are aligned. The company leadership team has committed to improve alignment of their work and strategic spend to four key business strategies. They believe digital transformation is foundational to the continued success of their entire business. So Jake wants to review and prioritize the investments aligned to this strategy, and then connect team planning with work execution to ensure that business value is being delivered. He uses Alignment Planner Workspace to see a roadmap of all their initiatives. Roadmap planning shows their high-level enterprise investments on a timeline, filtered by their four companies strategies and, color-coded by priority. Jake can see how all these initiatives are tracking relative to important road map milestones, or he can hover over a single initiative to view the milestones specific to that investment. Next, he views the digital transformation portfolio roadmap to see the work that's been planned in support of their strategies. Here he can view the demands, epics, and projects that support their four strategies, altogether on a single roadmap, and he can easily adjust the information displayed on each planning item for quick, at a glance insights. Jake could also easily add new items or drill into an existing item directly from this view. For example, to adjust plan spend without having to open another ServiceNow application. Instead, he decides to use the investment funding application to review existing funding for the digital transformation strategy. Viewing all investments by strategy shows Jake the current strategies that have been funded by year and by quarter, including Capex and OPEX funds received, allocated, available, and total actuals. Here Jake can add or adjust funding for the digital transformation strategy as necessary. He takes a look at a top-down, bottom-up view of the funding for each of their four business strategies, and sees that digital transformation funds include 600,000 for business capabilities, 8.8 million for the digital transformation portfolio, and 600,000 for a Tiger team focused on digital transformation work. Any other type of ServiceNow entity could also be funded as needed in support of delivering business value. For now, Jake is confident they have adequate funding for the digital transformation strategy, and their portfolio of supporting work items. They use the ideation portal to generate a pipeline of innovative ideas that may ultimately be converted to new digital transformation projects. Jake filters the ideas by category to see those that are aligned to digital transformation. And then he sorts them in order of ideas with the most votes. The top idea is then promoted to the demand backlog, where costs and resources can be estimated. Ultimately, this demand will be added to the digital transformation portfolio for further consideration and funding. Jake will now look at several scenarios to determine what work his portfolio managers should include in their portfolios to best deliver on all their business strategies. Scenario planning enables them to consider different sets of demands and projects, as well as different budget amounts. Optionally, scenarios can also span across strategies, and across fiscal years. Portfolio managers can create new scenarios, such as focus on innovation to support their digital transformation. And they can add or remove projects and demands from the plan, such as removing this demand, which is more than the budgeted cost. As selections are made, the details for the scenario are automatically updated and displayed on the right, including total spend, number of selected investments, financial benefit, unaligned projects, over-allocated groups, and any amounts left over by actual spend from unselected projects that would not continue in this scenario. He can also track resources to see if they would be over or under allocated by looking at all resource groups or just over-allocated groups. And viewing them by quarter or month. Finally, he'll compare scenarios, and select the best one. When he confirms this scenario, budget will automatically be allocated to the selected demands and projects in this scenario. Jake then works across their diverse teams with project managers and scrum masters to make sure that the work included in the selected scenario is being executed properly. And with ServiceNow, Jake doesn't have to chase them down for these updates. For example, to get the latest status on the Acme customer sales product, Jake selects the planning console to view the project workspace for this hybrid project, where he can see a Gantt chart showing the project schedule and dependency relationships between tasks. He can add, remove, and arrange columns, and easily adjust the list in the Gantt view. The Dev execution phase is an agile development methodology that's being managed by a scrum team, and the agile board enables Jake and his scrum masters to view all the work that's planned across multiple Agile teams. They can see work dependencies across teams, and each team's backlog of work. A red bar lets Jake know that the integrations team is overcapacity in sprint 2, and red lines with arrows indicate dependencies that are out of sequence. Jake or the scrum master can immediately fix the capacity issue by dragging a story to sprint 3. And they fix the sequencing by moving this story to sprint 3 as well. By quickly making these changes, now all their agile teams have the proper load to deliver their work as scheduled. Of course, Jake needs to continually measure how much value the company is getting out of the investments they're executing on. So he returns to the executive strategy dashboard, and selects the benefits realization tab to see results to date of all their companies benefits by strategy, including what they've achieved for digital transformation. And finally, back on the enterprise roadmap map, Jake toggles the tracking mode to continually monitor how each of their initiatives is progressing toward enabling them to achieve their strategies. You just saw how strategic portfolio management provides Jake and his team with a single unifying solution that gives them complete, accurate, and timely insight into every aspect of their business, enables innovation at scale and speed, and helps them align investments to implement strategy, and deliver measurable business value. For additional information, visit servicenow.com/spm. [MUSIC PLAYING]
Revolutionize work with smarter experiences and engagement
## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 [MUSIC PLAYING] Welcome to today's session on revolutionizing work with smarter experiences and engagement focused on the Next Experience and configurable workspaces. In today's session, we'll focus on the unified navigation experience in Next Experience. We'll also take a look at configurable workspaces and then take a little bit of time to review how to enable Next Experience for your instances. And we'll wrap up with some resources that will help you get started with Next Experience and let you know what to look for and how to plan. Work is complicated, teams are inundated with mundane tasks and are mired in poor experiences and low productivity, but the good news is smarter experiences are here with the introduction of Next Experience in the San Diego release. Next Experience introduces modern, intuitive, and personalized workspaces that empower delivery teams and supercharge workforce productivity. They bring together platform apps and unified engagement and flexible work modes to reduce eyestrain and to energize efficiency. In our demo, let's follow Beth who's been in a role for a couple of weeks as she explores her Next Experience she notices right away that the experience is tailored for her, showing her important assignments on the role based landing page. Next Experience gives users more productive space by placing the menus at the top, allowing Beth to access the functions she needs while giving her the flexibility to pin and unpin menus as she needs them. That animation is a first and that's a great experience right off the bat. She can access great time savers like favorites, capabilities and records she uses often and revisit her history as well. Beth needs to browse a list of open incidents. With Next Experience, she can choose how to best present the list using her display preferences. She checks out compact mode to eliminate some of the White space, then add line breaks in the list to show the entire short description and eliminate the need to scroll left and right to see all the columns. Even with a simple list, Next Experience is making a big impact. Beth sometimes works evenings and her coworker encouraged her to use dark mode, which really reduces eye strain after a long day. Next Experience enables customers to create themes for different work groups or even holidays. Beth also checks out a brief tour with highlights for Next Experience. Beth heads over to the CSM workspace where she spends most of her time. She really likes that Next Experience prominently displays her place in the application at the center of her screen and she can easily add this to her favorites with a single click. She opens a case that needs her attention and is immediately alerted to special notes that give her critical information about the account. On the left, she has a playbook that walks her through all the steps necessary to address the customer's problem. This ensures that no steps are missed giving her and the customer peace of mind that everything's been addressed. Next Experience introduced in the San Diego release gives users new power to tailor their experiences to best serve their needs. So now that we've had an overview of Next Experience, let's take a few minutes and chat about what some of the prerequisites are to activate it. So first of all, you don't need any additional plug-ins to activate Next Experience with San Diego. All of the plug-ins necessary to activate it are installed with the San Diego upgrade. You don't have to navigate to plug-ins, go to the store or purchase any other capabilities to activate the Next Experience UI. Activation is done simply by switching on a system property and we'll chat about that in a moment. Also, configurable worse workspaces are not a prerequisite for using the Next Experience UI. Although we do encourage customers to begin looking at them for their tier one and tier two agents, you can still use Agent Workspace. Agent Workspace users can still use it, although they'll see the workspace open in a new tab like they have previously and it does not use the new styling. You do not have to turn on Next Experience right away when you upgrade, unless you're upgrade plan has allowed for this. Prior to activation, we encourage customers to review the product documentation for activating, some of which will cover it a really high level in this session. Existing customers should also build in time for testing and remediating any existing UI customisations. Couple of things to note in terms of what's not supported in Next Experience UI at this time, first of all, it's connect chat and support. If you're using workspace already and you're not using Agent chat, we encourage you to go ahead and make this switch to Agent chat. We do have support documentation on allowing subsets of users to use UI16 if connect functionality is needed. Also, guided tours are not supported in Next Experience UI while we do have a new onboarding feature built in to the default landing page, users who have heavily invested in guided tours and require that functionality should hold off on activation. Finally, the JavaScript console log found within the developer user's preference is not available and users are advised to use script debugger instead. Now, here is a list of the system properties that I mentioned earlier. The main one to turn on is the glide.ui.polaris.experience system property and let's take a look at those right now. Now, new customers and Z booted customers will have Next Experience activated right off the bat, there's nothing that they'll have to do. But for existing customers who have upgraded when they first upgrade and after the upgrade takes place, they'll see when they log in information around the new simplified navigation in Next Experience. They'll be able to see a preview of what Next Experience looks like before they even have to do any activation. So to do that as we mentioned, there are some system properties that need to be updated. Here's a legacy UI16 user interface and I've already loaded up the system properties table. So the quick way to search for these properties at least the first couple are to start with a filter on Polaris. So Polaris was actually the code name for our Next Experience project internally and some of the system properties are still retaining the Polaris name. So the main plugin that needs to be activated is glide.ui.polaris.experience. So when you're ready to turn on Next Experience, you go to this system property and change the value from false to true. Once you update, you'll see that the user interface for the UI16 list has updated, but the unified navigation has not been. To fully see the new interface, you simply log out. You immediately see that there's a new login experience. So you'll see the starfield move in the background and that's something new for us. And when the user logs in, they'll get access to their original landing page for the first ServiceNow, that won't change right away. So the other system properties that need to be updated, again, we're going to search on Polaris and we're going to look for the dark theme. So this is the system property that needs to be updated for dark themes to be enabled. We already see that this value is true, so there's nothing we really need to do at this point in this instance. Next, we want to take a look at the login experience and there's a system property called glide.login.home and that will dictate a standard landing page that is the default landing page for the Next Experience. There are two that are included out of the box to tailor them for different roles for your organization what have you, you can simply copy those within UI Builder and make changes to those copies. So here is the updated value for the standard landing page that's included with Next Experience. The next system property that customers might want to update pretty early on in the process is the shortcut or the link that happens when users click on the banner logo at the top. So again, within system properties, we're going to search just for the word banner and then we see that there is a property called glide.banner.image.url. Simply click on that and then you can update that to the value for your landing pages and this will enable your users to get to their landing pages just as they did within UI16. Next Experience introduced in the San Diego release gives users new power to tailor their experience to best serve their needs. Whether they use traditional lists and forms or modern configurable workspaces, they'll engage and perform at higher levels than ever before. As always, before changing configuration within ServiceNow, refer to product documentation, as well as the Next Experience Center of Excellence included within the community. If you have any further questions, please don't hesitate to engage your account and support teams. [MUSIC PLAYING]
