good afternoon everyone carosoft technology would like to welcome you to our servicenow webinar before we get started i would like to quickly go over just a few housekeeping items the audio portion of this webinar can be heard through your computer speakers or if you prefer you can listen through your phone using the dial-in option displayed on your screen please note to reduce any kind of background noise all lines have been muted during this presentation if you have any questions throughout the webinar please use the q a pod on the left side of your screen and we will do the best to answer your questions by following up with you offline this webinar is being recorded and the copy will be emailed to you just to tell you a little bit about carosoft we are a trusted government i.t solutions provider delivering software and support solutions to federal state and local government agencies as well as education caresoft maintains dedicated teams to support sales and marketing initiatives for all of its vendors including servicenow google f5 networks and adobe our contact information will be displayed at the end of the presentation so please feel free to email us or reach out afterwards at this time i'd like to introduce you to our speakers for today we have chris rusick mary barnes and tony funkhouser with servicenow guys the floor is all yours hello and welcome mary tony and i are part of your servicenow federal team and we want to thank carousel for hosting our webinar series today we plan on speaking with you about software asset optimization and you're going to see most existing functionality but some parts of the demo may include see future features and at that point we'll try to do our best to make note now we'll show how it fits in shortly but the combination of the servicenow cmdb and our sam professional or sam pro create strong business cases where sam becomes an influential factor in saving your agency money prepares you for audits and enables business innovation by reducing time spent on tracking and managing your outside estate that's right mary when we talk about software asset management on the platform many people in the organization define success differently in fact i go out on a limb to suggest that software asset management is a business initiative and when multiple departments in an agency begin to care i'd venture to say it's now an agency-wide strategic business initiative that brings us to our first poll question please use your voting buttons to answer this simple yes or no question is sam a strategic initiative in your agency to frame this up think more about the greater function of asset management as relates to different department departments within your agency pause a few more seconds it looks like we've got about a 40 60 split so almost 50 50. and that explains why sam professional is one of servicenow's most fastest growing products in the history of our company so the level said the goal of sam is to provide the visibility and control of software license processes throughout the entire asset lifecycle this visual shows the stages of the software asset lifecycle as you can see there are a lot of moving parts that's right chris agencies want and need to be able to answer these basic questions what software do we own are we buying what we need are we using what we have and additionally do we have all the rights we need for everything we're using do we have a bunch of unused software sitting on the shelf that could be redistributed stamp professional helps answer these types of questions and more so you can track a software asset through its entire life cycle which is all made easier with a single source of truth the servicenow cmdb hey chris looks like your slides by the way sorry did you say that the slides have stopped showing yeah i can't yes i do apologize we're on side six right um it looks like adobe connect has frozen for me let me uh i'm gonna i have to apologize uh close out and reopen i think sorry from technical difficulties everyone looks like tony's got it up and running okay tony can we go slide six thank you from helping dozens of federal agencies on their sam journey we've determined that these are the personas who care about sam being successful in their agency let's just let's discuss why they care that sam is properly optimized for their team's function i do apologize here one more so mary that you know the low flat hanging fruit on this fly is obviously the same team they most certainly care uh but when you think about why they care you start to see that others are relying on their success excuse me for example the enterprise architects here in the lower left-hand corner they're working on technology planning not just the software but the hardware that runs time too they care about deprecating old software operating systems and migrating to the latest and greatest to allow for the best technology experience in the agency of course this causes the agency to spend or plan to send money as a result the i t finance and planning teams care optimization is of paramount importance if the finance team is battling with an auditor for example they're simply eating up funds without getting the benefit of any new functionality or new product an optimized sam estate allows the finance and planning team to optimize their plans to support the overall objective that's a great point mary if we have the ea team and the it finance team both caring you're going to get the attention of the cio that brings us to our second poll question when thinking of software asset management how do you define value take a look through these six choices and pick which one best fits where you are today on your sam journey uh well not surprisingly it looks like you all define value um differently which is is very common from what we're seeing um but you know all those reasons are are very important to us um so can we go to slide eight's tony so if you remember we kick things off with sam becomes their strategic business initiative but unfortunately many agencies in asset management is currently a real business problem mary how many initiatives fail to do to bad data gartner says 40 chris amazing and how much unused software do you think there is on desktops gartner says it's an average of 259 dollars per desktop but for skilled labor positions i'm betting it's higher than that interesting so i would guess that there are if we're reducing licenses we would also save on maintenance costs per desktop would you believe if i told you gartner estimates 104 saved per desktop wow well what about operational losses from os compatibility are those a thing in the past aren't they actually no ponymon estimates 52 lost per desktop interesting tell me could you go to the next slide for me so these are the questions that we have substantiated metrics for can can you imagine some of the savings you could realize by answering some of the questions that are on this slide so whether it's because someone has inadvertently purchased a single seat license to some of the software or i.t service thereby creating what we call shadow id maybe getting legal involved because of a contract or audit dispute or because of the technology planning activities which the impact would which would impact the long-term budget cam obviously plays a role here yeah and that's not to say that sam doesn't solve i.t problems a well-running fan practice absolutely does you'll be able to answer questions otherwise not answered in your cabs you can help iq security or even properly re-harvest and optimize your software spin so money isn't wasted you go to slide 10 tony taking a look at the software asset life cycle again here are some common means at each stage you'll notice that many of the departments or functions represented aren't actually i.t in nature having an answer to otherwise tough situations like i need an easier way for employees to request software i need to know software costs associated with an it change i need to see a software vulnerability fast so i can take action so when workflows are automated sam drives value across the business to apm i key change hr and more and the sam continues to deliver more strategic business and it stands continues to deliver the more strategic it becomes to the business icam professionals get promoted and gain a fee at the senior it decision table can you go back to 10 tony so this visual shows how sam sitting natively on the cmdb brings servicenow applications together in meaningful ways with software data that drives action its agencies manage the entire software asset lifecycle from request to retirement of software licenses sam shares data with other platform applications to provide a more complete picture of software usage spend and license compliance risks for each step in this revolving cycle you can easily identify which products support that specific step next slide please now servicenow recognizes that many customers are struggling to implement an effective sam strategy lack of visibility or current software spender usage under deployment over utilization of licenses and even siloed sam initiatives basically different organizations within the same agencies doing the same thing spending twice as much time and money often with little success that's right mary furthermore agencies tend to struggle with non-compliance activities complex licensing models and let's face it because we're providing uh we're proving that sam is a basic basic business initiative living in an i.t world many tell us about their disjointed processes often relying on disconnected tools let's go to our third and final poll question what is your number one asset management challenge chris it looks like we've got votes spread out across every challenge not surprisingly thank you for voting that's interesting i'd expect these uh changes these percentages to change depending on the time of year or maturity of the agency and as we look at the results of this poll let's frame up the next piece and make some real world references mary tony and i are well aware that given the current work from home conditions asset management and user desktop support divisions are working diligently to get properly provisioned laptops in the hands of people quickly in an effort to support existing missions with minimal destruction it's assumed that many of these situations are supported by unfronted requests or situations where software will be deployed and maybe there would be a screw up later in the year in a moment tony's going to take a brief opportunity to go through in some detail and show you on the platform what servicenow can do to help you best manage what is today's new normal let's go on to the next slide if you don't mind so first tony's going to show you about the service catalog how it enables a proactive approach for your end users while providing a mechanism for allowing the release of software which currently has a license and is approved for consumption next sony will also show the remediation actions for blacklisted software we're all realists sometimes this software makes it out onto an agency asset which can cause productivity licensing or even security challenges spam professional allows you to employ proactive measures to keep blacklisted software off of your network speaking of security challenges when you see how asset management data becomes pivotal the vulnerability remediation process tony's going to go into some detail here and look at that exact functionality next we then move on to more immediate and everyday asset management challenges tony will explain how enterprise architects can use application portfolio management to proactively plan for their agency's asset estate leveraging asset data found in the cmdb next up is one of my particular favorites when it comes to change management it's otherwise impossible to understand how cab decisions impact teacher licensing and what i'm talking about is when you approve a cr which is to add more cores to a virtual running maybe sql server nobody asks if they're going to be associated costs without licensing tabs are typically focused on resolving operational issues or deploying new code and servicenow solves this problem for you by putting the information right here at your fingertips as you can see next slide and finally about 80 percent of your software spend is likely with your top few software publishers these same vendors can and often do perform audits tony will take you through a few screens to understand how our licensing workbench makes the daily life of asset managers more simple on target and allows them to take proactive steps rather than continually working in arrears next slide but wait there's more so although we don't have time to cover all these topics today servicenow's best positions to help your agency with software spend detection shadow it and fast license management please feel free to reach out to service your servicenow sales rep to learn more and go get deeper than our webinar is able to provide today so thank you for your time so without further ado we'd like to turn the webinar over to tony to show you what we've just discussed thanks antonio are you on mute that i was i'll try that again good morning everyone thank you uh for that great uh presentation merry chris uh i'm gonna start off by doing a live demonstration kind of going in from that end user view perspective that chris mentioned so if you might imagine your end users will go to a self-service portal then maybe a catalog where we can either do contextual searches like we do with google or we can browse by categories so in this case we're going to go to the software category and now i can be rest assured that i'm only going to be able to order or even view for that matter certified or white listed catalog items or software titles these are approved by your particular agency and even filter down further based on your roles and responsibilities within the agency so here we might imagine that i'm a developer and i need a copy of dreamweaver i could add this to my cart like i do with amazon maybe go back into the hardware section and maybe order a developer's laptop but since we're focused on sam today i'm just going to go ahead and order that particular piece of software i'm then going to check out it knows who i'm authenticated due to my piv card authentication and single sign-on and i'm actually returned with a receipt you know no longer am i picking up the phone and ordering something or using email where i never know when i'm going to get that item until it shows up in in my cube here we have an estimated delivery and we're even exposing stages of the workflow uh we're not showing the entire workflow because the end user really doesn't care but we're able to stage out portions of that workflow and provide that information back so uh you know the requester knows where their requested item is at any given time now if i grab this request id and go into the back end here i'm going to use my global search now i'm a fulfiller of this particular request i'm able to go directly to that requested item we can see that my dreamweaver software title is here if i had kept shopping and ordered maybe additional items we would also also see those they're all running in parallel and being fulfilled in their own process of the workflow in this case if i look at that workflow i can see that this has already completed and even spawned another request it probably completed so quickly because the price was under a thousand dollars this is just one of the activities that you can define so if we look at this other workflow that was spawned i have a created a procurement task if we go back on the record here we review the information that's been populated or because it is less than a thousand dollars maybe just go ahead and source that request when i use that sourcing widget it's going to go out into my use rights or my software entitlement library and tell me how many rights i have available also if i had xero available here i could cut a purchase order directly from this widget we have a procurement management solution that can be by synchronously integrated with uh you know your legacy uh procurement solution where servicenow would act as an orchestrator to kind of kick off that purchasing activity but because i don't need that i can go ahead and create the allocation directly from here once i add that allocation i can go out into the entitlement library and see that i have two software entitlements one is based on a per user metric the other is a per device so if i went over here and looked up my device whatever that might be dude ibm and go ahead and submit that i'm now adding that allocation directly from that purchasing activity so if we go back to the request item we can see that assigned allocation has already taken place so now i know i've removed one of the licenses from my entitlement library and actually allocated that out to the device dude ibm so that's pretty uh concise uh type of activity that's available out of the box but let's go back and look a little more about the structure of sam pro there's really only two pieces of information or data sources that sam needs one of those obviously is found in our cmdb you know that's going to be your computers your laptops your desktops your workstations uh these are the assets that your end users uh are using productivity software on primarily i have a filtered down view here showing me any ibm if i open up that record i'm opening this up in my asset management view here this is that the contractual the financial i need to know what state this asset is in uh who is it assigned to what's its location etc but if i switch hats over into that configuration management view from the same record i'm now going to look at what sam's really looking for things that are important to creating a licensed position maybe not from a desktop and laptop perspective but you know here we have things like cpu count core counts ram size more importantly if i scroll down to my attributes i find a tab called software installs these software installations are really the licensable software that sam is going to be bringing in to sam pro to form that license position once i reconcile here we see several titles of microsoft and adobe productivity software if i was on a server you know i'd probably see some of the same stuff just a little more uh beefier numbers especially in the core counts and yeah of course i've got 12 cpu counts six cores cpu core count is six i've got different types of software running in my data center you know things like sql server oracle web logic these i'll take into consideration the number of cores when we do that calculation using uh the publisher packs that are included with sam pro so those are the software installs very important to understand what's running in your environment it's when we get to the software entitlements uh these are the use rights that have been purchased so if i go down here let me do a quick search for uh microsoft professional i'm gonna be able to see what i've you know purchased in the way of adobe dc professional microsoft office 2013 various titles but i'm going to open up this uh particular entitlement here and we can see that i've purchased 25 rights it looks like i have 25 active and i only have three allocations available because i've already started to allocate those out to individuals we also see one of the mandatory fields here is the software model this is the content that resides in the content library that also comes with sam pro these software models are going to help in the normalization when that occurs it's going to help with your downgrade uprights all sorts of enrichment data in the form of life cycle data metro metric attributes various information that's provided by the publishers that's really going to help your asset management teams better manage your assets and the categorization of those assets we can also see these metric group and license as well as agreement type and license types we have various out-of-the-box agreement types license types that support all of the p1 publishers in this case we're using the microsoft publisher pack which brings in those microsoft specific license metrics you know the cal licensing per cal per server type of licensing we have several others we even have a common license metric group that's going to be those more generic per user per device per named user etc so once we have our cmdb populated with the software that's running on the hardware in your environment that can be brought into the cmdb in several ways you know we have an integration several integrations with endpoint management solutions most notably microsoft sccm that's probably our more mature integration module we have bigfix uh we have jamf tainium but you know even whatever endpoint management solution you're using if we don't have a connector for that it's still pretty straightforward to build an api integration or even to do an import through a data set to bring that data into the cmdb put it in the right tables for sam to then access once we access those installations let me cancel that once we access those installations we're going to do that normalization that i talked about when we open up our discovery models for every for every instantiation of a software install we discover in this case microsoft outlook was discovered running on a machine in the cmdb i apologize my network is really slow to a crawl here but once we open that up we're going to see those raw discovery fields this is brought in through sccm or using our discovery servicenow's automated discovery patterns to bring in microsoft microsoft outlook mui and now i've got this long version string that i can't make any sense of we are going to run that through our normalization engine and our content service we're going to translate those fields to microsoft microsoft alpha office outlook 2013. we're then going to go out into the cmdb look for any other instantiation of this version string and we're also going to mark that as normalized and change those values as well so that's the quick run-through of normalization let's talk about reconciliation so if we want to run reconciliation once we bring our license entitlements in uh we have a feature known as reconciliation dimensions where i can start to filter down to an individual publisher i can even go out into different companies or components of your agency or sub-agency and kind of really narrow the focus of my product results maybe i need to go out to a particular cost center because it's been identified that you know they're really under utilizing a high cost software title like microsoft vizio or project i can run that reconciliation and the results or the product results are going to populate this master report called our license position report this is where we're getting a lot of that data or placing that data where our customers can then come in start using some of the servicenow reporting capabilities by simply right clicking in a cell maybe i don't care about those things that are compliant i only want to see all the non-compliant titles now let's create a report a bar chart that's based on the different license metrics that are used that's going to take us seamlessly into our reporting capability where i can do some additional filtering maybe i want to look at the software products that are aligned to these metrics go to next here now i'm starting to really drill in on the data that i need we have interactive filtering where i can start to filter out things that are not important we can now even drill into each one of these bars or pie slices and get to that filtered view of data so that's just a quick look into our reporting capabilities and that license position report another place and chris mentioned this where a lot of our users a lot of our asset management teams will be spending a lot of time is in this licensed workbench so once we run that reconciliation where we're comparing what's been discovered with what we've purchased the output is going to be visualized uh in this license workbench uh here we have a tiled view of my entire software landscape my demo software landscape here yours would probably be much larger um some filtered views on the publishers that are out of compliance or maybe i want to go to one i'm responsible for that microsoft bpa a couple lines of information here but if we drill in we're now able to drill down into all of my microsoft products and get some really good information what's my total spend if microsoft came knocking today what would my potential fine be for a true up over licensed amount and this potential savings is a really good one because every dollar saved from reclaiming unused software uh is a dollar off of that total true up cost so you can see that we'd actually be in pretty good shape here if we started to reclaim unused software how we do that we go down here to reclamation rules we can define a very simple rule based on total usage time if you're not using microsoft project at least five hours over a three month period i'm going to flag you as a reclamation candidate and when that candidate is identified we have an out of the box workflow that would be able to take over uh working with your endpoint management system of course because it's agent-based we would kick off this workflow we would go out there after certain actions have been met and we could actually pull that software off using sccm bigfix or tainium etc we use this same workflow for that blacklisted software that chris and mary were mentioning and even unlicensed software so if i go back to my workbench here um and where's my workbench if i go back to my workbench here if we found a software title 35 unlicensed software installs that were identified we would have the ability to use our reclamation remediation options that would be actually outlined here if we had any unlicensed installs where we could add that to an sccm collections folder and then start that process using the workflow so let's talk a little bit about some of the dashboards that we see in sam pro here um let me go to my instance here so if i'm looking at a sam overview you know this is kind of going to be my enterprise view across my entire software landscape i've got a better one here same overview this is going to show me that top level overview my true up cost with some breakdowns looks like ibm is my biggest violator here publishers out of compliance if i drilled in that's going to take me right to that license workbench products would do the same and that potential savings that i talked about it's when we get into our removal summary where we're really able to see some of those things that are in action here's 17 000 of those reclamation candidates that cross that threshold of not using software enough you know where they've now become a candidate for me to remove that software instead of purchasing software for other individuals who do need it we can also see that we have four titles of blacklisted software by drawing here it's going to take me to those looks like we have four games age of empires that are running out in the environment and same with that unlicensed software that i was talking about here we've identified 45 unlicensed installations that are also being removed several other views within this tab include the license the software life cycle this is really big for my dod customers because they really are trying to get a handle on the end of support or end-of-life software that's running in their environments because we all know if something's out of support or especially out of life end of life there's the potential for risk so we want to remediate that risk and keep ahead of it by looking out across this timeline going out into the cmdb and identifying those specific installs where they're running what machine they're on and put the right due diligence in place to actually remove those so this is a really useful um view and this new uh report that was just added in our orlando release has been very very beneficial so let's talk a little bit about some of the better together stories um you know if we're talking about change management chris mentioned his favorite uh if i could spell here imagine a change request is submitted by you know one of your engineers in the data center um you know they're complaining of slow performance i want to double the uh core count from four to eight because i don't like waiting for you know my actions to complete a lot of times when this goes to cab or you know your change review board this is going to get approved because we always want to keep our chain engineers happy here we have the configuration item that's in effect this is the server that the gentleman is wanting to make changes on we can scroll down here we can see there's three titles windows server sql server and oracle db they're all using that per core or per processor metric because this is part of our content this core cpu table we're able to keep up with those changes that the vendors make to these calculations that's also part of our publisher packs but because i have this information and we're using those publisher packs to do that calculation i'm also able to expose a license change projection tab right on the change request form so now when we're going through our change requests uh for the week or for the month i'm able to see here's my current spend here's what i'm going to be adding to that spend to bump that up to 308 000 so i might may want to think twice about uh you know kind of implementing or approving that particular change request um let's go back to the dashboards real quick here i wanted to highlight the publisher overview i didn't really get to that one because we have some of that same of end-of-life information for each of our publisher packs so if i'm looking again at microsoft because that's the publisher that i'm responsible for i can see that i have several products that are end of end of life or end of support here i can drill right into the cmdb directly from there work with those service owners or those software management individuals and work with them to get this back into the proper support structure we have more of an enterprise architect view where we can also visualize this called the technology portfolio management or technology lifecycle view this is where i can look at a timeline first of all i can see the business capabilities kind of those logical business services that we've defined and added to our portfolio underpinning those key business services are going to be application services there's going to be software that's going to be related to those application services as well as even hardware kind of a shout out to the upcoming paris release we're also going to be adding hardware normalization where we're going to be normalizing on manufacturer product and model number that model id would be that unique identifier something very exciting that we're adding to the content service so now not only can i manage the end of life of software on a timeline i'm also going to be able to manage that parent hardware that that software is residing on in this case looks like a oracle database server 11g r2 standard uh once we identify these things if we're looking at the legend here of the life cycles that we track i would then be able to create a demand to get these you know to get these software titles uh back under a support structure to get that hardware upgraded to maybe uh the next release or next model version that's approved by the agency so very beneficial views and that's part of our application portfolio management solution another capability that chris and mary mentioned is our vulnerability assessment this is brand new in our orlando release but if you might imagine you know i'm using servicenow's security operations i'm using vulnerability response security incident response i want to go out and look for a vulnerability uh the cso just emailed me or called me hey tony there is a zero day vulnerability for microsoft office so i can go into this assessment engine uh simply put the publisher the product i can put the version in addition if i want very quickly i can scan my cmdb and look for any instantiations of microsoft office in this case it looks like we brought back 808 broken down into these discovery models and products down here with with those uh sums over to the right here so that quickly i'm able to scan my cmdb look for that potentially vulnerable software now let's create vulnerable items so obviously if there's a zero day vulnerability there's most likely a cbe or a cwe i'm just going to grab one just for the demonstration purposes i can now relate those potential vulnerabilities and create vulnerable items that can now be assigned to my vulnerability management team to actually go out there and remediate these potentially vulnerable items so very exciting uh enhancement and seamless integration with those two capabilities uh several others you know hr onboarding off-boarding as you're bringing in new employees into the agency new contractors i'm able to allocate software directly from that single workflow same with when they when they um off-board or leave the agency i want to be able to reclaim those subscriptions uh and put them back into the inventory for you know the next uh new employee or new contractor so many times across the fed we're seeing um subscriptions that are retiring uh are staying active after folks have left the agency we we can save thousands and even millions of dollars in reclaiming those stale or unutilized unused type of subscriptions so i think we finished a little early today chris was there anything uh maybe we should go in and show a little bit of our software spend detection i know we said that we would save some of that but i think we have a few minutes thank you thank you so i didn't have a bookmark for that so software spend so within software spend detection i could spell so within software spend detection we have the ability um to import um you know accounting or general ledger type of expense lines so if you might imagine the agency has a p card where various cost centers and individuals are allowed to go out and make purchases you know here with the click of a button or this little toggle here i'm able to show the things that are managed or unmanaged in my environment in this case i want to look at the things that are unmanaged sam is already managing some of my other big publishers but these are all the software titles that we've detected running based on that import from your general ledger or concur or whatever accounting system you're using we've identified 50 different publishers we can visualize those different products that individuals have purchased i can't believe someone would purchase a virtual server with a b card but i i think you get the drift here so this um is going to show us we can even do some filtered views of specific things that we might be looking at maybe i'm only interested in the google purchases that have been made uh anecdotally i'll tell you a story we were doing a proof of concept with one of our commercial airlines out in the midwest and during that proof of value we were able to identify like 300 plus netflix accounts that folks were purchasing well when we were doing the read back to the executives on the outcomes of the pov uh you can imagine that that caught someone's attention in the room and uh hopefully nobody got in too much trouble over that but uh it was just one of those moments where you know wow 300 plus people are using uh the company card here to pay for their netflix accounts so once we drill in you know we can get down into the cost center or you know where the department that that information is coming from and even the location you know i want to know exactly what part of this airline uh you know what part of the country are these uh showing up so very beneficial when you get to that more mature of optimizing your software spend like chris said another one is overlapping software so if we go to our overlapping software and by the way these modules all come within sam pro you know we certainly don't expect our customers to jump from that you know just getting started or that crawl walk run right up to wanting to optimize but the capabilities there if that's certainly uh your agency's focus because of the enrichment data that we provide we're using that un spsc classification schema that's going to categorize certain software titles with these industry known categories i can very quickly jump in here and see you know what titles uh what categories have the most overlapping software in this case the highest count over the last two years and you can filter based on these tabs here was project management so many many different cost centers are buying their own project management tools maybe there's a policy within the agency that you're only supposed to be using servicenow project management solution you'd probably want to look at getting rid of some of this shadow id and start to optimize your software spend across the agency so i think very great uh modules and capabilities built within sampro as you mature your usage of sampro are even going to help you save even more money as you look at those optimization capabilities well that was about all i had like chris and mary mentioned please reach out to your federal account teams and we would be more than happy to come in and do a more detailed demonstration deep dive even look at utilizing some of your data to show off some of these capabilities thank you and have a great afternoon everyone excellent thank you