welcome everyone we will kick off very shortly we'll just give it another 30 seconds for people to join all right I think we'll make a start we have a lot of content to get through and we want to make sure we leave some time at the end for all your questions so welcome um as you can see on the slide um we have our large event of the year knowledge happening in Las Vegas this year there's a QR code you can scan and we'll put a link in the chat if you are able to join and register for that please do so today's session is all about uh what we've released uh in service now for ITSM in our Yokohama release and I am very fortunate to have a fantastic team of product managers and other product experts uh with us today to help present and answer your questions on on what's coming so let's get stuck right in and introduce uh you to myself and the team so I am Mike i am based in Melbourne in Australia i'm an outbound product manager in the ITSM business unit uh mainly looking after our service resilience uh products for all our APAC customers so products like change management digital product release um DevOps change velocity and also uh digital portfolio management um I'll now hand over to Chris for his intro over to you Chris thanks Mike hello everyone my name is Christopher Elliot i am an outbound product manager i am located in Seattle in the United States um little late over here but still very happy to be here uh I work on our digital and user experience solution um I focus uh mostly on our go to market materials um and helping to build out sales enablement content so I know who's next on here thanks Chris and over to Sangita thanks Mike hello everyone welcome to the session my name is Sangeita i am the u um from the ITSM product management team um like u Chris and Mike uh I look after the uh outbound product management um you know aspect uh uh from the you know go to market u uh aspect and today I'll be talking about the ji and features happy to be here with you sharing our release items what would you mind awesome thanks Dangita thank you uh we also have a number of other folk on the call g2 re aexia welcome thank you for joining and they'll be helping out with uh questions so let's move right on um before we get stuck in obviously we always show this safe harbor slide now we we're going to be talking about what we've released already in Yokohama but just in case we mention anything that is not generally available yet please don't base any buying decisions on forwardlooking statements this session is part of our ongoing live on service now uh events we have a number of different ones that we run uh there's a QR code you can scan and uh someone will put a link in the chat as well so there's a whole calendar of events um which will get updated all the time so if you're interested in looking at any other ITSM events please have a look at that link and register yourself bit of housekeeping so we're aiming to save some time at the end for Q&A it's important that you use the Q&A button to ask questions um don't feel that you have to wait until the end of the session if you if you think of a question as we're going through uh please just put your question into the Q&A um rather than the chat because we need to track who's asking the question in case we can't answer it today the intent is that we'll get back to you after the session uh with an answer today's presentation is being recorded and will be published to our community site and after the event you'll get a link to uh to to get some feedback from you on this on the on the session you'll have a survey which we would like you to fill out please do that uh it really helps us improve and understand to make sure we're you know we're presenting the right content in the right way to help you to help our customers so please do give us that feedback we really value it all right let's get into the agenda so today's session we're going to start with an overview of our ITSM vision followed by the three pillars or major work areas that we have within ITSM which are really all underpinned by our AI capabilities but before we dive into the ITM detail I'd like to take uh a quick step back and briefly talk about our vision for the Service Now platform service Now connects and automates all parts of your business serving as the digital backbone for your enterprise by focusing on eliminating point solutions and silos we help you achieve your goals whether they're about productivity reducing cost ensuring resilience or delighting your employees as you know Service Now is a single system of action where workflows across your technology landscape your operations your employees and your customers and this can only happen when AI is on one platform that is deeply connected to every corner of your business so this enables your employees to work seamlessly and your customers to engage with you effort effortlessly and this is a really our unique advantage and why 85% of Fortune 500 companies run on Service Now all right now let's walk you through the ITSM vision so in order to deliver the outcomes that service operations needs continuous innovation of ITSM is critical and as you'll see with all the innovation we're delivering we're not resting on our leadership position in the market within the ITSM business we focus on three innovation pillars that support our customers digital transformation journey these pillars are enhance it productivity while reducing cost and that allows your organization to do more with the same people elevate digital employee experiences and satisfaction ensuring highly engaged employees and research shows that when you have highly engaged employees they can generate over two times more revenue and margin than peers that are less engaged so obviously that's important and lastly but definitely not least ensuring service resilience while increasing business agility now we'll go into these in a bit more detail and tell you about all the innovations we've made which align to these outcomes so let's start with IT productivity there are four key themes in this pillar identify triage and resolve incidents faster through the use of service operations workspace so S so brings more contextual information more AI intelligence more data to every agent and spans across functional groups in the enterprise we can automate work and recommend actions leveraging AI embedded in the flow of work to drive efficiency of every task we leverage the power of now assist to generate content which helps improve productivity as well as uplifting record data quality to enhance the outcomes that it is delivering and then based on the recouped productivity IT leaders have visibility into their team's performance and capacity and can more effectively leverage their skilled workers on higher value activities so firstly let's have a look at service operations workspace dex integration for major incident management so this integration streamlines birectional communications ensuring faster resolution times it provides major incident managers with realtime impact insights for affected users enables simplified agent communications and keeps end users informed of updates via their desktop assistant this helps reduce MTR by allowing direct timely updates to those affected by an issue ensuring a smoother and more interactive resolution process moving on to um incident and interaction within S w so we've added functionality for incident and interaction within service operations workspace which will enhance new agent onboarding and configuration of those agents so with guided tours excuse me new agents can quickly learn about different record types reducing the time it be to familiarize themselves with those and S w admin center now allows for easier management of incident properties and templates with interaction records these can now be autoc closed once an incident is resolved to give you better data hygiene so these solutions drive faster productivity and value making so more accessible for both new and experienced users now we're going to be talking a lot about AI today so let's briefly review where we've come from and where we're headed when it comes to AI on Service Now platform so we're all hearing about the emerging AI agents and agentic workflows with analysts calling it the next big technology shift that will forever change the ways of working and if 2024 was the year of generative AI we're now entering the era of autonomous agents that will unlock exponential productivity but much like Gen AI Agentic AI requires a strong foundation for companies to realize return on investment so what we see is that customers are all on that AI journey but at different levels of maturity so how do you expedite your journey and get to AI agents in a fast but responsible way as you all know we've had classic AI machine learning in our products for a while and customers are able to drive outcomes and leverage predictive analytics becoming more proactive with the human in the loop but as we look ahead our vision this year is all around AI agents and agentic workflows with fully autonomous reasoning and actions so this is more than just automation what we've delivered are specialized AI agents that work together as a team to effectively achieve a business outcome these teams of agents will be able to reason plan and take action either autonomously or with approval from a human and you can think about autonomously analyzing a complex situation such as a major incident generating strategic insights and then executing actions in alignment with the business goals so we believe that this with this AI agents are going to drive unprecedented levels of productivity for our customers and this is one of the reasons why uh we're so focused on it so why this matters to you is because when you embrace these capabilities it can unlock unprecedented value in your organization so we'll now cover what's been released for intelligent automation in the platform as part of Yokohama and I'm going to hand over to Sanita to take us through that content now over to you Sangita thanks Mike that was an interesting overview on ITSM let's now look at what has been released in the Yokoh uh for intelligent automation which covers the genai and AI related features so service now is revitalizing investments in our mobile application with the onset of generative AI as more customers aspire to be able to manage incidents via their mobile mobile devices on the go we are enabling now assist within the mobile app to make the experience as simple as possible now assist can summarize incidents enabling agents to spend less time getting up to speed and more time focused on resolving major incidents so the feature that we have released here is the mobile app now incident summarization so the problem we were trying to uh solve with this feature is the time consuming to get up to speed quickly on incidents that could be causing a significant business impact so there is a business need here for faster time to value and productivity for those agents tasked with managing incidents so the solution here is the novices mobile app incident summarization to benefit the customers being able to get up to speed quickly and efficiently on a mobile device so the personas that we have targeted with this feature are the um service operations workspace admins the service desk agents uh and the incident responders yes this is uh chargeable now let's have a look at the next uh uh feature so this is the novicesist email recommendations which enhances agent productivity by generating tailored email responses for incident updates this reduces the time and effort required to compose replies while ensuring consistency and accuracy so the agents can quickly provide clear incident specific updates to requesters and peers improving service desk efficiency and customer satisfaction available in both the service operations workspace and UI6 this feature is included with ITSM Pro Plus and Enterprise Plus can I go to next slide Mike yeah go to next slide Mike yes please okay so that that's what we sa was talking about email recommendations uh yeah let's let's move on Mike okay no worries so Mike uh can you go to the previous slide please i think we have a little more to cover on that slide oh sorry here we go that's Thank you so as you see here uh the novices you know panel open there uh you know where uh the agent will be able to look at the email uh recommendations so this will support the agent productivity and efficiency and it will deliver a more consistent service by helping the agent craft email updates on the uh incidents and this leverages the write with uh novices to provide agents with quick answers to common questions that are asked in the emails yes this all this capability is u included with ITSM Pro Plus and ITSM Enterprise Plus next slide uh Mike so as part of Yokoh we also ship four out ofthe-box AI agent use cases for ITSM so let's just take a couple of minutes to look at what these AI agents are and how they would be uh working so let's say an agent needs help in managing a major incident and creating a change to address the issue once uh she engages with the AI the orchestrator agent will first use reasoning to determine a plan of attack and then take action by invoking the appropriate worker AI agents to execute its plan in this situation the human agent can first trigger the categorized incidents use case which improves diagnosis and routing of incidents by determining the category the subcategory and the CI fields based on the information available in the record then the next agent that's the notify users with preload use case be used to improve incident response time by making it easy to notify the right users to swarm around an issue once the human agent is ready to create a change request the generate change request planner use case can help create the implementation test and backout plans based on similar incidents or best practices accelerating this time consuming and time-sensitive workflow lastly to wrap things up the human agent can leverage the generate post incident review use case to expedite the review process by creating a comprehensive post incident report that has all the information needed for stakeholders to make decisions on how to minimize future service disruptions now let's have a look at these individual agents mike next slide please so the first out of u out of box out of the box AI agent being introduced is the incident categorizer agent the employee productivity suffers when IT issues create friction or blockers to their workflows leading them to create incidents the new incident categorizer AI agent can shorten the meanantime to resolve for incidents and get end users backup and running sooner by identifying the category the subcategory and configuration item for incidents saving IT agents time and allowing them to focus on finding a resolution next slide please so our second out ofthe-box AI agent is the Twilio SMS texture agent the Twilio SMS texture AI agent enhances communication during incidents notifying the right agents and experts to swarm on an issue or incident can be timeconuming it agents will soon be able to use our new Twilio SMS text or AI agent to quickly and easily massage message the right people improving incident response time and reducing the time it takes to resolve an incident next slide please we are also uh introducing an AI agent that can generate change planning info for implementation test and backout plan based on the uh request details potential impacts and similar past changes by leveraging AI agents these features aim to reduce operational risks enhance process efficiency and improve decision making quality for change implementation implementers and stakeholders expedite change management process by leveraging GI to automate time consuming process of drafting change implementation backout and displans this is chargeable capability and is included with IDSM pro plus and IDSM enterprise plus so the challenge we are uh trying to resolve here is the change process is time consuming especially writing implementation test and backout uh uh plans so the solution we've provided with this feature is using the genai to write implementation test and backout uh plans and specifically the the personas that we have targeted here is the IT agent and the change managers next slide please next up is the post incident reviewer AI agent understanding what caused a major incident what impact it had what actions were taken to resolve it and how to prevent it from happening again is a time-consuming process now using an AI agent to generate a comprehensive post incident review we can expedite communications while ensuring highquality reporting giving stakeholders all the pertinent information to make decisions on how to mitigate IT descriptions going forward so this uh feature will help us expedite that communication next slide please yeah so now I'll hand it hand over to Chris uh no after this we have another one sorry so we have uh uh create AI agents to address custom use cases uh this also uh is a chargeable capability included with uh the ITSM pro plus and the ITSM enterprise plus so with this feature the challenge uh you know we're we're going to resolve is each organiz each organization's fulfillers and users have a different set of pain points so there is a business need to boost productivity by reducing or automating highly structured and time consuming processes so the solution which we are offering with this AI agent studio is to be able to create your own AI agent to solve custom use case not covered by the out ofthe-box AI uh agents and the personas we are targeting here is the admin persona so yeah okay thanks Sita and now we're going to hand over to Chris to take us through uh the next pillar over to you Chris thank you Mike and thank you Sangita ai agents are super exciting um and I am excited to share with you the ITSM's focus on elevating digital employee experiences and satisfaction we've heard from you that you want Service Now to engage all your employees through a unified omni channel experience additionally you want to leverage Service Now intelligent self-service to empower employees and focus their skills on their highest value work instead of losing time from IT obstacles with this background I'm looking forward to sharing our latest solutions using digital enduser experience to proactively remediate end-user computing issues and enhance last mile digital experience insights finally we want to further democratize how our customers leverage their knowledge and service catalog management to make them more accessible and user-friendly for a wider range of users empowering them to find and use information and services independently rather than solely relying on busy IT support teams next slide and before we begin I do want to launch a poll um we've mentioned it a couple times but we do want to get a sense of how familiar our audience is with digital enduser experience so give me a second to launch that see a couple of you have seen a demo nice don't be shy i know there's only a few of you so don't be shy guys need your feedback who's heard of Dex outside of us you know randomly saying it these couple times in this call all right that's enough peer pressure for today well there's a poll in about 10 seconds i've heard of de interesting all right well I'll go ahead and move on so it looks like a little over half of you have either looked into it or heard or seen a demo um so pretty excited to kind of get into this uh next slide Mike um so before we get into the deck stuff uh we do want to start by highlighting Service Now's continued investment in improving the virtual agent experience of existing ITMS topics by leveraging first users can streamline virtual agent user experience and enhance topic descriptions and skill discovery through improved description clarity next they can optimize IT ticket management by leveraging now assist to summarize previous tickets and provide users with the latest updates and lastly now assist and virtual virtual assistant um enable users to view all tickets and add details to support efficient escalation uh ticket and status updates next slide thank you now we move on to the solution that I have bumbled through multiple times dex uh Service Now launched digital enduser experience or Dex in May of 2024 so it's a little less than a year old the birthday is coming up soon but for some background Dex is a multiaceted solution that allows you to measure employee experience via an agent client collector that sits on the end user device and a browser extension this allows customers to proactively act on the insights collected dex will play a major role in Service Now's mission to elevate the digital employee experience as a part of Dex proactive engagement quickly helps customers to realize product value by identifying and addressing the most desired needs with appropriate solutions such as self-rediation and remedial actions service Now delivers top customer use cases out of the box such as app crash or Wi-Fi connectivity VPN connection as well as device status and memory usage issues next slide please here we have um push notifications for desktop assistant uh push notifications are a crucial part of modern computing enabling applications to alert users about important events updates and messages however on laptops the current push notification systems often fall short due to several issues such as lack of user control poor prioritization and excessive interruptions push notifications or alerts on desktop assistant helps to address these issues by providing a configurable metric-based alert systems for the enduser's device you can use pop-up notifications to deliver alerts and status insights to employees including custom alerts um using major incident management notifications next slide please Mike oh this is a big one uh we're pretty excited about this addition of digital experience score in the Yokohama release uh Dex Score provides a comprehensive insight into the digital experience of employees it combines application and device health metrics with user sentiment and service experience to provide endtoend digital experience visibility this score is based on a combination of several metrics to help your organization understand where to focus IT efforts to improve the employee experience also because Dex is built into the Service Now platform users can continue to drill down from this highle organizational view into specific geographic locations um device types or application versions to gain a deeper insights into the digital experience that their end users are having next slide and another exciting feature um in the Yokohama release from Dex is our application network experience uh core IT engineers and service desk agents generally struggle to efficiently identify and resolve network and application performance issues affecting employees the current troubleshooting process is timeconuming due to lack of visibility into network and application performance data requiring multiple tools and manual correlation of data points this results in frustration and inefficiency ultimately impacting employee productivity and satisfaction application network experience provides network metrics such as latency packet loss RT or roundtrip time and jitter data visual visualization of these metrics and analysis enables for easy understanding sharing and diagnosing of issues these capabilities will help to improve overall employee productivity and satisfaction by minimizing downtime and performance related issues next slide Mike here we have the um actions content library uh this provides IT support teams in the service desk executable actions with enduser consent of course uh directly from the DEX service operations workspace actions currently include clear application uh browser clear DNS cache and process you can perform a disc cleanup and restart service having access to these quick actions um the IT support teams and the service desk can experience better mean time to resolution which in turn frees them up to focus on more complex issues this also improves the efficiency of your end user and employees as they are not burdened by device issues that are easily solved next slide and then here we have new DEX insights which enable Dex engineers and DEX operators to proactively identify and verify system compliance of devices within the estate ensuring adherence to IT governance policies in addition to identifying which devices are compliant and non-compliant you'll also be provided with a uh compliance score from 1 to 100 so you can see um what level of compliance you have either across the state or on the individual device level next slide please and while we continue to invest in employee experience the last update uh for Yokohama is our success dashboards extended KPI metrics a variety of value and operational metrics have been added including call deflection from proactive engagement index for now assist we've added new metrics for change management and knowledge as well as updates for self-solve and productivity moment and with that I will pass it off to Mike I believe to cover service resilience awesome yeah Dex is fantastic thank you so much Chris all right let's transition to our third innovation pillar ensuring service resilience and increasing business agility so when we speak to our customers we hear about four primary outcomes that they're trying to achieve the first is balancing the desire to innovate and change and and deploy change faster with the need to balance that against managing risk maintain proper governance and comply with regulatory requirements the second outcome is about streamlining their releases while mitigating risk to help drive more rapid innovation that doesn't trade off on service stability the third outcome is about gaining visibility across the products and services that you run to track activities and performance an example here is having data from DevOps tools attached to change requests this provides an order trail of the delivery life cycle of a deployment and also enables faster meanantime to restore if changes fail as you have the full scope of why a change was done what was changed and who changed it which all helps with uh root cause analysis and finally related to the third item is looking at the metrics for your products and services to identify improvement opportunities and track return of investment of those efforts when you look at the ITSM applications that support these outcomes they are change management and our modern change solution which includes DevOps change velocity digital product release and uh digital portfolio management now let's get into some of the detail after this poll so this is the last poll thanks Chris uh just want to understand uh your knowledge about DPR digital product release so please answer this poll about DPR okay I think we can end that one thanks Chris great so it looks like uh for most of you is the first time you're hearing about it uh some of you have learned about it in a previous uh webinar or demo okay thank you for that info so moving on uh in Yokohama we're released we've released version two of the change risk uh explainer uh this feature provides much greater flexibility and configurability of change risk explanations so it enhances this enhanced feature helps change users and approvers understand the change risk in more detail and also allows admins to configure the inputs uh to the LLM so it it's it's another one of our out of the box AI agents so out of the box data from these input fields is used to explain why a change risk is rated high medium or low but you can also add your own so out of the box we look at short description implementation plan assignment group risk description backout plan etc to explain how the risk was derived for a change and once you get that information you can either have the AI agent elaborate or shorten the explanation um Sangita covered this one earlier but uh that was in the context of having an emergency change to fix a major incident uh but I'd just like to add that this AI agent is not just restricted to emergency changes it can also be used to plan normal changes uh via the conversational interface so a real time saver this one moving on to DevOps change velocity so what we've done what while DevOps change supports many DevOps tools out of the box there is a recurring need to support newer tools in the market or tools that are specific to organizations and in Xanadu we introduced a simplified framework to allow customers to integrate with any nonoutthe-box supported or custom planning tool this framework is now being extended in Yokohama to support orchestration tools as well so this allows for a much easier uh integration process next one is uh on digital product release which is our our new um release orchestration product which replaces release management v2 was launched in February last year so it's it's having its first birthday um what we've done here is uh many customers releases are comprised of multiple products integrated into a release and that product could could be a parent product or a child product or it's something that um is has a dependency uh for the release so when we first released uh DPI a year ago we provided a way of having products and versions only a single product associated with a release now we've extended this experience to support creation and management of a single release to encompass multiple products so this allows you not only to bundle and report at a high level but customers can now manage a single release with all the underlying products included within it and manage the execution of the release of those products at both the aggregate level and the uh individual level this next one is really about enhancing the strategic planning ability of our customers so uh those customers that have SPM and DPR we've built an integrated experience between strategic portfolio management and digital product release using a new product lens in service portfolio workspace this allows customers to plan more robustly in SPM and in DPR have visibility into that scope to then execute releases for those digital products the next one is uh really relevant for customers who are using release management v2 that's the legacy app that DPR uh replaced or is replacing um typically they've been able to associate any kind of task to a release for example incidents problems catalog requests which allows them to indicate the various kinds of issues that are being addressed as part of the release so it's a primary use case for those many existing release management v2 customers and we didn't have this capability before and it was a requirement for customers that were looking to transition into DPR so we've now added that capability where you can configure uh any task incident problem request etc and allow allow those records to be included in the scope of your releases the next uh DPR feature is about integration for agile 2.0 so many customers use agile 2.0 zero to manage their epics and stories when planning for release and they were previously not able to import these directly into DPR so we've released an out- of-the-box integration between the two products which allows customers to automatically import epics and stories from Agile associate them to a release in DPR so they can continue to use Agile for their planning and automatically reflect that data in DPR and then use DPR to manage the release execution process and finally uh a couple of minor user experience enhancements here for uh digital portfolio management DPM so customers use various performance metrics to monitor and track the health of their services and their service offerings and to enhance the workspace experience uh admins can now recalculate the availability metrics for any specific time periods using the troubleshoot tab in the DPM admin center and along with this service owners can now filter out nonoperational services so services which are retired or nonoperational from the DPM homepage to just focus on their critical priorities so that's the end of our uh slide uh presentations so we can now move on to uh Q&A so as mentioned please use the Q&A function in the chat to ask your questions and I'm going to end the slideshow quickly now do we have any questions that need answering team does not stand yeah this this group is very silent very silent come on guys ask ask away because this is why we're here this is your opportunity don't be shy please ask your uh questions any questions that you have about ITSM AI anything around that don't be shy anyone have anything anyone want to come off mute and talk if you don't want to type happy to take you off mute and let you speak i'm going to start calling people's names out if no one All right if no one has anything let me share again uh oops just need to put it in right mode okay so if there are no questions um if you if you want a deeper dive into any of the products that we've talked about or the features or any aspect of ITSM that we've talked about today um what we've provided today is really just a highle overview so we've kind of cherrypicked some of the key parts of the Yokohama release for ITSM we haven't gone into uh a whole bunch of detail about every aspect of what we've released so if you do want a deeper dive um we will send out this deck um so those links will be available to you you can look at the doc site on Yokohama to see some details some more details there's also a community site where we post uh updates links to videos and other useful information so you can get involved in that the community is really active and re and really useful and if you do want to ask us the product team any any questions or or get us to do a demo for you on anything you've seen today have a chat to your account team and they'll engage us and we'd be happy to to do that for you so uh last call for questions any questions all right um so thank you very much really appreciate you attending uh please give us some feedback uh with that survey and we will see you in the next session thank you so much everyone really appreciate your time thank you all thank you so much thank you bye all bye-bye good night bye