hi this is andy willach i'm an advisory solution consultant within the servicenow it transformation business i'm going to talk you through some of the features released as part of our paris launch within the it operations management suite the four areas that i'm focused on today in this video are agent client collector for monitoring application fingerprinting which speeds time to value for your service mapping enhancements that we've made to enrich the experience within event management and alert intelligence and of course the firewall and inventory and audit application which is a store release that i think a lot of network teams are going to be really excited about overall the capabilities within this release further deliver on our goals as a single platform of action that increase visibility drive workflow and automation boost productivity and help to deliver high quality services that are always available when you need them reliable when you're using them and resilient as the world continues to change around us as we've all experienced unexpected events have posed incredible new challenges in the way that we work including our productivity connectivity and security is the it landscape has expanded far beyond the walls of a traditional organization this has really emphasized the critical ability for organizations to keep employees connected keep them productive and ensure the enterprise is secure this shift has forced organizations to adapt requiring new processes and ways of delivering services to both their employees and their end customers in order to sustain the long-term health and growth of the company the ability to predict issues before they occur prevent potential problems before they escalate and automate remediation is critical to meeting those objectives in this case when we talk about predict we're talking about using advanced ai capabilities and correlation to identify leading telemetry indicators from things such as logs provide alerts of those potential issues and drive intelligent response when there's a service decline or an outage the business impact must be quickly identified and root cause determined to enable a speedy response and drive down mttr and automation not only applies to event-driven processes but we also look at reduction of historically tedious and manual processes such as firewall policy management managing relationships between infrastructure components we'll talk more about this how you can automate these in a moment first let's talk about reducing that mttr through a comprehensive centralized monitoring in the paris release we're introducing an agent-based capability called agent client collector acc for short for endpoint monitoring and collection of detailed metrics in the past uh our event management solution relied solely on third-party monitoring tools to feed that telemetry data and alerts into servicenow where we can further dedupe and correlate alerts to reduce that noise and drive those intelligent responses in some situations those integrations can become challenging over time and if you're not following best practices and leveraging itom health for example it can also limit the ability to truly reduce noise and reap the full benefit across the servicenow platform so now we can directly observe and collect data from those endpoints to build a streamlined monitoring and event management solution the agents themselves are based on sensugo language and natively collect connect to the now platform and they also allow it operators the flexibility to define monitoring policies for specific types of infrastructure so for example you can have one set of policies to monitor certain metrics and performance for windows apache servers or a different set of policies for say a linux server and if you're worried about you know another agent consuming resources on a host the acc includes self-monitoring policies and controls to ensure that the agent is working harmoniously with that host to pro to monitor and prevent issues rather than adding to the pain already felt by i.t staff this too is a store release so as this product evolves and new features become available those will be released to the store and can be quickly obtained by you within your instance the benefit of all of this is having a centralized monitoring capability that reduces that dependency on third-party integration tools leading to potential heart dollar savings as well as support cost savings for those those systems and integrations additionally we have the ability to drive end-to-end solution it helps bring down your mttr and sustain that healthy and reliable set of applications within your environment the next feature i want to talk about is application fingerprinting for service mapping this leverages the power of ai to improve visibility into your application services and adds yet another way to increase your speed to value in establishing a service aware cmdb before this custom homegrown apps could be difficult to detect or not easily mapped for example in the healthcare industry we see a lot of custom applications for tracking patient visits to various hospitals or labs or clinics now we have the ability to detect those custom apps quickly and map the related components in a process that can take minutes instead of weeks of manual process mapping and data entry in this example it's critical for itunes i.t teams to have that maximum visibility due to regulatory or security impacts of the data captured within those applications it operations teams can save many many hours while also reducing the risk of failed regulatory audits and avoid penalty from significant financial burdens for data breach we've made several enhancements to our event management and alert intelligence applications that provide an intuitive and rich interface for it operators allowing them to review and resolve issues much more quickly root cause analysis before really only provided a primary root cause we also saw some decrease in productivity and efficiency in resolving issues and out of the outages due to a limited view into specific ci patterns with these new enhancements we can now provide multiple root causes and confidence scores with those root causes via our root cause analysis this essentially leverages the power of our single native platform to look across itsm changes alerts nci topology to create and correlate probable root causes this really puts a lot of relevant information right at the fingertips of those it operators rather than having them search through multiple screens or try to find that information themselves feeding into that we've got alert intelligence improvements with new patterns for leveraging natural language processing and identification based on ci classes within the cmdb and we've also made enhancements to the alert intelligence interface with an overview page that shows relevant information on those alerts again bring all of that information right to the people who need it when they need it in an intuitive fashion again the benefit here is looking to drive down that mttr and unlock greater productivity the last item i want to cover today is the new firewall and inventory audit application this was just released via the servicenav store as part of our ever-growing capabilities in the itom space with an increasing number of physical and virtual firewalls companies may have thousands of firewalls and even more policies that they need to track including owners versions patches vulnerabilities and a wealth of other information as you can imagine or maybe you've even experienced it yourself it's a very labor intensive activity with considerable security risks where organizations spend millions of dollars and hundreds if not thousands of valuable hours the firewall audit and reporting capability provides a flexible auditing framework to track firewall policy ownership and the necessity of a policy itself you can trigger random audits to measure security hygiene on the firewall policies and ownership as well as perform proactive audits on a regular basis you also have the ability to automatically discover and take inventory of your firewall security policies devices device groups and manager information and that populates right into the cmdb we've also integrated this with the service catalog again the power of the single platform to provide those out of box workflows to request new firewall rules as well as audit firewall security policies for a given time period so no more managing this work via email request or via instant message pings use the power of the platform so the value of this is really in reducing security incidents caused by that poor firewall management policy and having that data in in many disparate places and also preventing service outages due to redundant or conflicting and complex firewall rules so to wrap this up we looked at the agent client collector for natively gathering real-time monitoring and metrics application fingerprinting which speeds time to value for mapping your services and creating a service aware cmdb enhancements that enrich the experience within event management and alert intelligence and deliver faster resolutions and the firewall inventory and audit application to improve visibility and security through automation again the vision within this release is to further deliver on our goals as a single platform of action that delivers increased visibility drives workflow and automation boosts productivity and helps deliver high quality services that are always available always reliable and always secure that was a brief summary of what's new in paris for itom thank you for your time please don't hesitate to reach out to your servicenow account team if you have any questions and have a wonderful day