[Music] all right 9 28 the stock market's going to open in two minutes volatility yesterday was insane based on that new vaccine announcement i can make thousands on this trade today but i need to act right when the market opens all right here we go three two one oh no come on come on i could lose thousands off on this hey everyone well long time no see but uh here we go again the stock application is down our users can't trade and here we are again trying to solve the problem yeah hey guys i'm uh um i've i've got a i've got a couple different things i i'm going to need a little bit more time yeah maybe like a day or something guys hey the database looks good for me as always i don't know what i'm doing here hey rich maybe you have some ideas i'm looking at my excel tables here and the data is old i'm gonna have to get another refresher data so it's gonna take me another couple hours before i can get that all up to date and back to you i thought i had emailed you that excel file should i go check again maybe i should check that boy this is a mess [Music] hey eric this is carlos peterson from servicenow um i heard about uh the stock trader online going down today can you tell me about some of the challenges you've been experiencing yeah i mean as you can see it's it's a real problem the application is down now as it frequently is i'm going to give you a lot more detail but just a simple kind of the most salient points we need to improve the availability of this thing if it does go down we need to be better able to handle it and recover it as quickly as possible we just can't go on like this eric first let's get a start by understanding the required capabilities to move your it operations teams from a reactive to a predictive state for other ai ops vendors in the marketplace who only ingest alerts for correlation can never be more than reactive since the related issues already happen our platform provides observability by ingesting analyzing and surfacing up valuable insights on metrics logs and alerts and this is a key capability for improving your overall service availability by surfacing up these anomalies before there's an impact to a service or an application now with these anomalies and related alerts they can be clustered in real time by time text and topology and then the platform will create actionable incidents auto route the incident to the correct smes to quickly get them engaged now finally the platform enables collaboration with l2 l3 or devops teams through mediums such as slack the integration hub can now enable existing automation or orchestration investments to either provide triage information or even perform recovery actions to help drive down mttx lastly we want to be able to surface up those valuable insights in real time to identify things like probable root cause analysis all within context to the issue so with itom health and visibility resolution times will be truncated and you'll see your services such as the stock trader online availability improve hey eric what do you think of some of the capabilities we have with the servicenow platform that might address some of your challenges yeah i love what you've shown me so far i'd love to to dive deeper maybe see even something i know you were going to maybe show me some live examples love to see it and see what else we can do perfect let's jump into a demo and replay your stock trader online outage and see how we would have done things a little differently all right great fantastic eric let's replay the stock trader online outage with itom visibility and health in place i'll play the role of your database administrator and as a sme i typically don't log into traditional event management consoles but collaborate using mediums such as slack and then i look at kpis related to uh critical platforms and applications in dashboards like grafana let's see how servicenow brings observability to the environment that your it operations teams are used to working in so i just received a slack notification identifying a problem with the database after the platform analyze the data and essentially this link here will bring me directly to the operator workspace in context to the emerging outage now what i can also view from the platform perspective is the observability data that's surfaced by servicenow in the environment that i typically work in so this is a grafana dashboard i have the application models that discovered and also all of the data that's being analyzed by the platform and even from here i can do issues with jvms and a database and then also i can see that we start to see a performance degradation with some of our apis and we get that same alert proactively invited to get engaged with indicating that my sequel root of this cause so either from slack or from my dashboard that i'm used to working with i can go directly into the operator workspace there's a ticket that has been auto created and assigned to my support group as well as to me individually we have four alerts that have been grouped and even the platform is identified probable these are some of the insights that are surfaced we understand now that not only are the tiers that support the purchase and inventory of the stock trader online application but the stock trader online is impact fact we can click on the root cause looks like there's there is a change that's been made on this configuration item last night during the change window and in fact it looks like my sequel was upgraded to 5.7 from 5.6 now there could be uh some jvm jdbc driver incompatibility issues either way now i've got at least some background and potentially valuable information that is causing the issue and looks like it's indicated the root cause is related to a change after we've reverted some of the changes that were causing some of the problems that the platform surfaced now that stock trader is in a good health so good guys it's great to see you guys i'm glad for once we're talking when we're not hearing about that damn stock trading application being down um you guys having a good experience with the new with the new service now tool set to do the uh proactive itom yeah uh it looks like there's no analysis needed for me the system is everything uh i hope i still have a job here yeah i really love this automation the troubleshooting is more more easy i love it well i'm really going to miss my excel files and hey guys did everybody give my email about the happy hour to celebrate our go live see ya [Music] you