hello everyone my name is steve emerson and i am an i.t transformation solution architect and today along with christian malone and damon bell we're going to show you how leveraging a single platform for it will help deliver digital change for your organization now as tech leaders you've been focused on delivering smart experiences driving cost savings and ensuring operational resilience all around the theme of innovating faster and in today's world some of that agenda has evolved for smart experiences you need to account for the large number of distributed workforce and provide them digital workflows so they get access to the things that they need in a rapid manner you need to drive rapid cost savings which are critical and being able to do more with less and there is increased focus on ensuring that your systems remain secure and operational and while the need for digital transformation always existed the speed at which you need to now deliver that has rapidly increased in order to support today's digital world now servicenow can help you deliver that digital change with a single platform for it which is going to help connect your technology ecosystem which ex which has a lot of different systems of record that you use today whether it's your legacy erp system that is managed in a more waterfall methodology or your modern digital experiences such as safe return to workplace apps that are relying on the modern technologies like clouds for example and we need to be able to connect the employees and customers to those systems while being able to ensure that the software life cycle is managed from plan through service so in essence every company is becoming a software company now servicenow can do that by providing a single platform for it which has one architecture which ensures that all solutions leverage the same underlying components such as workflow and integrations machine learning and ai as well as web and mobile experiences and one data model which is the service graph or cmdb and now we're going to move on to the platform for it demo and throughout this demo we're going to leverage different personas and transition between them we're going to start off with the perspective of an end user or an employee i should say and then we're going to move on to the i t experience we're going to start off the demo by showing you what a great experience looks like from the perspective of an employee or a customer and then we're going to switch over to the perspective of it now in this first use case we have a new employee who needs access to an application and this employee can pull up their servicenow mobile application and chat with a virtual agent which is something that you or i may do in in our home lives in order to get service from an online shopping service our cable provider and so on and we can use the native capabilities of our smartphone such as voice to text translation grant access to ordering app and once we've submitted what we're looking to do servicenow will basically present us a list of choices leveraging our natural language understanding capabilities in this case here we want to access to order status we click that and then within a few clicks this employee has completed submitting the request and then within minutes she she will have access there is a automated workflow on the back end that automates the granting of the access which is going to get this employee the access that she needs as quickly as possible and is going to significantly drive down incident and request volume to your service desk the second use case here is now that she has access to the application she wants to set up some promo codes set up promo codes on ordering app once again she will be presented with a list of choices that match what she has asked for and in this case here instead of submitting a request it is going to present this employee with a knowledge-based article which is going to once again deflect away incidents from the service desk or requests on how to do something like this it's more of a self-service scenario in this case and once she completes the steps she can click that this helped her then the final use case here would be once the promo codes are in production she now notices that there is a pricing glitch that needs to be to be reported as a risk report risk on order status once again she can use the native capabilities of her smartphone and it'll come up with a list of of items here the first one is report risk and we're going to give it a title pricing glitch noticed after promotion is added to order status once we add the title we're going to have to just complete which entity this was part of which is order status this did incur monetary loss and i expect this loss to be around twenty thousand dollars we're going to pick when we found this which was yesterday and then lastly did you discover this event yes so within just a few answers this employee was able to submit a risk for it to further investigate so by using the virtual agent you saw how this employee was able to quickly get access to the services that she needs and it significantly drove down volume from the i t perspective now we're going to look at things from from the perspective of i t and because this is a single platform for i t we can gain visibility into the entire state of i.t on one dashboard now we're looking at this from the perspective of our cio or our it leadership and this is an example of a dashboard that can be used during a weekly stand-up meeting or in this case a weekly virtual meeting and we can understand the the health of our i.t operations looking at the number of outages and trends the cost of outages what is our mean time to repair from a security perspective we can understand what is our mean time to repair security incidents we can look at our vulnerable items by risk rating so our vulnerability posture if you will from a service health perspective it's while it's important to understand the service availability trend right we also need to survey the employees and customers to understand how it is doing right what is the pulse of the community from a capability perspective any digital transformation project is going to have money allocated to it and there will be many projects spun up as part of that program that need to be tracked it leadership can look at this dashboard and see how we're you know performing from a plan versus budgeted versus actual cost perspective and manage projects we can understand what capability gaps we have that we need to address with this transformation project we can understand if there is there legacy technology out there whether it's hardware or software that's going to be coming due soon which would cause undue security risks or increased maintenance costs from a support perspective we can understand the health of our auditing so when we look at our risks which we just submitted one earlier we can look to see you know what are the impact of risks and how likely are they to occur and of course anything on this dashboard you can dive down further into and then finally in order to drive down costs we can look to see what opportunities do we have to pull back whether it's software or or lice or sas license subscriptions that are not being used as well as understanding our true up costs now while going through this dashboard we notice that there has been a trend in outages for the order status application the cio says to the vp of it operations can you please investigate right so the vp of it operations pulls up their current service health dashboard to understand what things look like right now before even looking at what has happened in the past so this service health dashboard tells us the health of all of our services instead of showing the health of individual components that is because we have put business context around our operational components such as servers right because when a user had you know cannot access an application they need to know the status of applications not the status of individual components like a server in this case here the it operations vp asks the it operations analyst to further investigate what is currently happening with the order status service so we can look at first to understand where the issue lies by looking at that service map we talked about we can understand that there is an issue with this oracle database on this windows server and then to troubleshoot that there is a single pane of glass that the ita operator can use to find root cause and to restore service as quickly as possible through automation we see there is a currently a disk space issue on this system we see how many services are impacted in this case they're just one we see how many secondary issues are occurring in in the environment that are related to this so servicenow helps you reduce the noise by 99 of all that operational noise to give you the most actionable set of things to work on we also see what types of you know knowledge based articles that would apply to this condition to help the operator understand what to do the operator can also look at insights from it service management and this is a differentiated outcome that servicenow provides if you're leveraging it operations on top of it service management you can glean insights from changes from problems from incidents to help find the root cause this one example here shows us that there is a change right now going on to set the logs to verbose mode for troubleshooting so we by setting logs to verbose mode it starts to fill up the disk space very fast right the other thing we can look at is you know operational metrics over time to look at what disk space free percentage was now the operator has decided that in order to fix this the the best thing to do right now would be to restart that to expand that disk space and instead of you know creating a change request manually having somebody swivel chair to actually do the tasks manually that are in these these knowledge base articles you can build automated remediation actions for that to occur and attach those right to the single pane of glass for the i t operator to execute and as as you start to mature your it operations you can set these actions to occur automatically so your applications become self-healing now that is how we we remediated the existing outage i'm going to turn things over now to christian who's going to talk about it from a service owner perspective and we can look at how the service has been performing over time christian over to you thank you steve i appreciate the work that operations puts in to help make sure that our services are reliable i'm the service owner i'm responsible for our services from planning to retirement let's take a look at the service owner workspace which i use to manage our customer satisfaction total spend as well as our itsm records i'm able to see our service portfolios the services and the related service offerings let's click through into my highest weighted service offering now as i do we're now looking at order status offering i'm able to see that i have a problem with my availability i have quite a big dip here where we had quite a long outage over the course of a period in fact if i look a little bit deeper i can see that in the last seven days i haven't met my neither the last 30 days and in fact for last 12 months i haven't been averaging very well either i also had an issue with some breach desolate tasks and you know as i dig into a little bit more of the details i can see my my recent outages that i've had quite a few of them and you know just looking at that operations we're able to see example of what some of them look like my current outages my planned outages that are coming up able to see my critical incidents that have happened most recently a lot of these are around slow response times some of these could be user based some of these could be automated through our monitoring alerts and a lot of these have led myself and our operations teams to identify a performance issue so ultimately what we've decided to do is go and put a change request i worked with engineering we decided to increase the processing power so let's take a look into that change now all that we did was create a change go ahead and add the configuration item one of the servers that hosts our oracle database we're able to go in add it as an affected ci and we're able to take advantage of our proposed change functionality within change management this gives us the ability to open up a window start to make some changes to the configurations we've already done this but what we did was we changed this from a 4 to an 8 effectively giving this system more cores so i wouldn't have those same problems with performance that have been plaguing us and our users for some time now ultimately we just had more users connecting to the system and we've needed to increase to keep up with that capacity so now if i take a look at that change this has led me to another feature within our change management which is our license change projection what this has done is by proposing additional cores it's effectively given me this insight into at this point my current spend is 175 000 for my oracle software but my projected spend is nearly 300 000. so by making this core change to to increase my availability and ultimately have more resources available i have to make sure that i have budget for six figures you know additional hundred thousand dollars in addition to this i'm able to see my vulnerability so my risk scores and i can see that i have some high risks as well here ultimately what this is going to lead me to is have conversation with our enterprise architecture team because i want to get their feedback whether or not that cost is is well allocated whether these vulnerabilities should be something that i should be concerned about from here we're going to go ahead and kick it over to damon let's have that uh business conversation thank you damon thanks christian that's very interesting so i'm going to start i'm going to play the uh the persona of an enterprise architect here now due to the additional costs outlined in this change request here that christian touched upon really an enterprise architect wants to investigate the technology risks associated with this software in question here now what i'm going to use as an enterprise architect is what we call the technology portfolio management view in our application portfolio management product so after reviewing that change request and seeing the relationship to oracle db server 12 the enterprise architect opens up the technology lifecycle capability um really trying to understand what risk this software may have what you can see here is following the common services data model we have the business application of inventory management at the top the application service which is in this instance our order status service which we know from earlier on in this session has had multiple outages against it but i can now see which software models and which hardware models are running on this application service the order status application service here i can see that the oracle db server 12 cr1 enterprise is associated with this with this application service it is software running on that application service and it was tied to that change which is going to cost a lot of money now coming on over to the timeline view here as i click on the um publisher cycle there in the timeline view i can actually see that this has got an end of support life cycle phase in early 2021 so that changed for me as an enterprise architect although short term it may rectify the issue what we really need to do is put a long-term strategy in place so as the enterprise architect i'm going to create directly from this screen i'm going to create a project to migrate that piece of software we're looking at a digital transformation exercise so i'd really like to push this into the cloud so i'm going to name my project uh let's go oracle db cloud migration i'm going to align it to a portfolio the digital business transformation portfolio i could align it to a program i'm going to assign this to a project manager i could add a description i could also tie it to the business application obviously we know that it's tied to the uh inventory management application and i can also provide some business capabilities of which this uh individual business application is providing to the organization now when we save that record a new project is created you can see in the list in the technology portfolio view i can see that new project that's been created the oracle db cloud migration i can also see the timeline that so that's leveraging our project portfolio management solution so let's take a look at that from a project manager's point of view if i drill into the project workspace here it's going to bring up all active projects we can see that new oracle db cloud migration project has been created we're currently at zero percent complete and we're in green from a health status drilling into that project now i have a set of six different pages what i really want to focus on is the planning page here which opens up servicenow's gantt chart capability here you can see on the right hand side we've got our gantt chart finish to start dependencies with milestones in here you can see following pmi best practices we've got the different phases initiation planning uh execution delivery and close out in here as well so full project uh gantt chart within the servicenow platform and i also want to take a quick look at the resource uh resources in here so in order to achieve this project i've requested three different resource types i've requested a program manager uh some analysts i've gone for two ftes there and also an architect now i can see the planned hours that i'm requesting for these resource types but if i drill into one of these items i can also see every person who sits under that architect group and i can also see their availability capacity and utilization to work on this individual project as well again if i click on the program managers i get to see a different list of people and again their availability capacity and utilization so full resource management against this product project last piece in here i want to touch on is the status report in here so as you can see this is a brand new project the overview is actually taken from either the gantt chart or the project details page an executive summary is keyed in by the project manager we can see the executive summary last week's achievements and key activities planned for the before the next status report we can see some trending charts around cost plan versus actual cost in here and resources allocated versus actual again because this is a a new project we just have a limited view in here scrolling further down the status report i can see that color commentary of of the current project status from an overall point of view schedule cost resources and scoping here status history is going to show me the last nine project status reports currently we only have one in here but you would see this in a grid view so you could see where the projects are coming uh back onto our track or are actually going off schedule in here and then i'm going to see the key milestones from the project whether pending or completed as well as any risks issues actions and project change requests in here okay so to finish this off we also want to start to think about what's our continual improvement management around these business services that we're offering so we're going to take a quick look at the continual improvement workbench what you can see here is i have two tabs an overview so i can see all the current work in progress uh continual improvement initiatives i can see the ones that are either overdue complete or currently in progress as well as that i can also see the planning so different way of looking at this i can see those work in progress ones that i saw previously on the overview screen but i could also see those continual improvement initiatives that are in the are waiting to be started in here back to the overview let's drill into one of these uh continual improvement initiatives we'll take that improved performance um degradation on business critical services and you can see this one is actually aligned to the business service or the status now scrolling down we've got some reports from analytics hub we can actually see over the past months the mean time to resolution of this service and you can track all those hours and dates monthly to see how if that's improving or it's actually going down in in terms of reducing that mean time to resolution further down we can see any goals this might be tied to uh percentage improvements that we're expecting what our target value is when our next review date is we can also drill down into details who it's requested by what's the type this is obviously a process change we can see the schedule and any notes associated with that also moving further down in the related list section we can also see um the phases of this initiative this improvement initiative we can drill into the individual tasks impacted kpis who's approving this and also any demands or projects that may be related to this as you can see that project that was created earlier by the enterprise architect and being worked on by the project manager the oracle db cloud migration is a critical project in in terms of this continual improvement initiative finally we want to look at uh the benchmarks dashboard now really what the benchmark offers us as you can see here as this loads so the cr cio really wants to understand how the it team is performing so the servicenow benchmark application gives you instant visibility into your key performance indicators and trends as well as that comparative insight relative to industry averages of your peers you can contrast that performance of your organization with any recognized industry standards you can view a side-by-side comparison of performance with global benchmarks and then implement recommendations for improved performance and you can see here the difference of bench benchmarks we've got things like percentage of high priority incidents um here's a benchmark of three percent here you can see we're way over this in terms of tracking these benchmarks 65.6 of incidents resolved on first assignment the benchmark is 66 percent there based on uh industry of consumer goods there but i can change any of these items maybe i want to look at the government area and you can see the different industry benchmarks as i drill into any of these items if i look at industrials or i could come down to number of users for example in the business it's going to change those benchmarks for me or regional based so key component there the continual improvement initiatives as well as the out out-of-the-box benchmarking