[Music] hi everyone welcome to glide paths on air today's webinar breaking down the common service data model I'm Lauren Jankowski the marketing specialist here at Glide fast consulting and I'll be moderating today's webinar I'm very excited to introduce to you our presenters for today Jacob banker a service delivery director at Glide fast well young a senior solutions architect at Glide fast and Mark bodman the senior product manager for CS diem at service now before we get started we like to give you some background information on glide path consulting glide path is a consulting firm that is dedicated exclusively to service now as an elite ServiceNow partner our expert team of developers and architects have worked on both sides of the table on the customer side and the consulting side our company was founded by ServiceNow architects and we're proud to have a team of over a hundred experienced consultants an average CSAT score of nine point six and many more accolades as you can see here will be monitoring the Q&A throughout today's session so please send in any questions that arise and we'll do our best to answer them as another perk of attending today's webinar we'll be giving away a $50 Visa gift card at the end so make sure you stay on till the very end to find out if you're the winner now I'd like to hand things over to Jacob will and mark hey Lauren thank you very much for the introduction this is our agenda that we're gonna go over today we're gonna talk about do a quick intro into the sea SDM and we're gonna discuss how to be successful with the common service data model we're going to go through the crawl and walk implementation methodologies that were introduced in the C SDM 2.0 we're gonna talk about the benefits of why you want to do this why you want to follow this framework and then we're going to talk about how you can migrate into the common service data model if you're not already there but if we could we're gonna start off with a quick and poll actually we're gonna put up a question if you would take a quick second to answer and let us know how well you know the common service data model or where you are in the journey awesome so it looks like about 50% of people have said that they have seen it from a white paper or previous session 22% of people just have heard of it another 21% have said that they are working on getting aligned with the framework and 5% of people don't know where to start yet all right thank you very much for taking the time to fill that in and that information are you want to do the intro sure thanks for having me so this is a do announcement that we put out there in knowledge 20 our recent conference it's called service graph and what it is is a broader context for how a seem to be is kind of growing beyond just infrastructure and software we're really looking at the entire lifecycle of the IT products and services that you develop within your organization and so CSD M is really the guidance it's the model that describes everything from ideation and its conception of a of a new service or a probably digital product or service all the way through the operational needs from a traditional CMDB so it includes seem to be but goes way beyond that and we look at this as sort of a foundation for our products and how they all work together sharing data and contributing to the data that that is used across the entire lifecycle so that's that that's what service grap is all about and go to the next slide and and how this ties into the C SDM topic for today is really the the three areas that service graph kind of focuses on development operations and service management are represented in the model so you're gonna see one color represent design things that are more conceptual in nature and where you do your design work and planning work operations from a infrastructure management technology service management and then service management which is more or less year how do you interface with your customer base it all uses the similar data we're all on the same platform and therefore the data model the C STM data model has become fundamental to how our products work together and how customers need to look at their data so that they it all interacts right it all comes together in the end and and really one of the things I'd like to clarify for a lot of our customers what C SDM really is and isn't and the lot of folks will confuse that with a product something they can buy it's not something that you you have as a tangible thing it's it's really a best practice and guidance it's how you actually express the elements that are in our model so that you can leverage them within the products and even extending the products within your own organization with your own app so this is it's really a framework it's not a product it's not something you can buy but it is something that our partners and our own product teams are all starting to converge on and evolve as we continue to get feedback or add more products to our portfolio and in really the little bit of background on this I was a product manager for a product we had called app portfolio management here at ServiceNow and 2017 and we identified where we needed to get our heads together across all the different product managers on the type of data that we were managing and how it was managed how it interacted with one another and so it was really the the initial goal is to get consistency but we also found a huge internal need across them the whole portfolio of products and that's expanded to CSM and nhn to HR now and the customers and partners have asked for this too because historically depending on who you went to you had different perspectives on things and so we wanted to consolidate that so that we were able to maximise on you know the the collective feedback from all our partners and customers and make sure that the products all came together and it also keeps evolving so it doesn't stop it - dotto we've got a 3.0 version planned to come out in a coinciding with our Paris release so we'll add more things to see STM as we go as we continue to evolve thank you very much for that introduction so now we're going to cover the what does it take to be successful with this to do this as you can see the very first bullet there is that you need up for management buy-in this is not something that you as the ServiceNow admins or ServiceNow developers can kind of do on your own there's a lot of data elements across all of IT that you're going to really need all of IT involved to help you defining all of these different elements and keeping them in line but your role as the admins and developers of your instance is to understand the definitions understand the table structures and really understand the relationships and then be able to evangelize why it's so important that you follow this model to really understand the benefits that you gain from sticking to this model and not deviating away from it and then the other thing you're really gonna want to look at our tools governance and processes it's really not enough just to get the data into the system you have to manage the day that you have to keep it accurate so you really want to make sure you have the right tools good governance and good processes in place to keep that data accurate all right so understanding the C SDM right this is the conceptual model on the Left where you can see the domains that mark talked about at the top you've kind of got your design domain then you've got your operational and your sell and consume and this is how those areas relate to the physical tables within ServiceNow and UCS CMDB so you really need to make sure you understand this structure in these tables and make sure you're putting the right data in the right places and understand which ones are operational as you talked about which ones are not your design areas where you're doing more of that design conceptual work or planning work it's not your operational area that's more in that orange area that you see here that orange domain but one of the common things that we've seen customers do is take the area of like business applications and instead of putting it in the business application table they started populating data down in the CMDB CIA ppl table but that's really a discovery table you don't want to go down and start putting manual data into that table you really want to make sure you're using the tables as they were intended and again putting the right data in the right places because it's key to the structure and getting all the benefits down the road the next thing that you really need to have your head around is the relationships I use this particular slide because I wanted you to understand that this is not a hierarchical type relationship you know it's not just parent-child relationships this is as I pointed out earlier there's a lot of different components throughout CMDB that make up the common service data model and they relate to each other in a lot of different ways so again it's not horrible its data in different places and how they connect back to one another so you really do want to make sure you understand this structure use the out-of-the-box recommended relationships to the ad lebackes recommended locations or other places within the CMDB don't skip over an area if you're not ready to work on a particular area of the common service data model don't build relationships across that to some other area it's gonna end up leaving you with relationships that are not out of the box it's more time that you're going to have to spend undoing those when you're ready to go back to doing those and it's not really going to help you realize the benefits of building those relationships you want to build the right relationships to the right places and here another example where we've seen people do things where they've gone and defined their business applications they think they're not ready to build out their application services so they start building relationships from the business applications all the way down to the CIS you really don't want to you don't want to do that and if you really think about it if you have time to put the links all the way down to your CIS from your business applications as you'll see in a moment really you are defining your application services right you are defining your deployments so it'll build all the different building blocks and build the relationships properly between those building blocks yeah and I like to think of the application service as the instances of your apps right you've got X number of instances pre pre-production and production instances so it you can treat them like that and fill up I see your question we will be touching on the service mapping here in just a little bit on that so if you don't mind I'll save that for when we get there all right so the implementation methodology how do you go about getting this data into your your system with the 2.0 release of C SDM service now it did give us a kind of prescriptive way to started with the C SDM and to start building this data out the first methodology is the crawl phase right where you're really just focused on your applications and infrastructure and you really get some really good quick wins it says here ITSM but really you can get quick wins in many different areas of the the platform by basically building out your dependency maps so if you've seen one of those kind of I call them the money slides where you can show your executives or your leadership a dependency map where they can see upstream and downstream how your applications and the CI is within those applications relate to one another and relate to your services this get you started down that path and then the next phase is the crawl and this is where you're not focused on the applications and infrastructure but you're focused on the support how do you support the application and infrastructure elements that you've just taken the time to build out and then from there you go to run instead of focusing on internal technology services and technology that you provide you're switching to a more business focus you're focusing on what your business provides to your customer so it's just switching the focus you're using a lot of the same tables you lose using a lot of the same underlying structures again it's just switching your focus to external and then finally is the fly and this is where you've got your fully built out common service data model you've got all your applications you've got all your infrastructure you really start building out your business capabilities hopefully you're taking advantage of the information objects that were introduced in New York I think that was a great addition to the CMDB and the common service data model and building your catalog around the services that you've defined for today's discussion we're really just going to focus on the crawl and walk because it really kind of covers all the the base tables because as i said when you once you forget to run you're just switching your focus the tables are really still the same how do you start to crawl so you can see here you've got three areas of focus the first one is business applications so what is a business application it really is a complete list of all of the applications in your environment it's but it's a definition of the applications in your environment it holds attributes about that application like whether you bought it you know off the shelf whether you built it in-house whether it's hosted on prim hosted in the cloud those types of attributes and elements about the definition of your application a really quick thing to point out as we've talked about before people getting confused this is not Sam this is not the same as software asset management it can benefit software asset management and they can leverage this data heavily but it's not it's not Sam and this is not operational you see this is up in the design phase this is where if you were using APM which we'll talk about in a minute you're looking at new applications coming into your environment you're evaluating how those applications are performing or possibly rolling applications out of your environment and that's really what business applications is all about the next area is your application services application services simply put is in the deployments individual deployments of you defined business applications so whether you're doing regional deployments you know dev QA staging prod deployments by country whatever your structure is for how that application is deployed this is where you go in and define those applications and this is the core element of the common service data model if you look at the image there you can see that the design phase goes beyond down into application service it's the core of the managed technical service area and it is also the core of the selling consumed everything kind of comes back to here so you really don't want to skip this area and you really want to take the time to to build this out and this is where you get a lot of the main benefit of the common service data model it leads to quick benefits right and this is operational once you start defining your deployments of an application oftentimes this is where you might start presenting this on your Incident forms so where the user calls in and reports an incident they're going to choose the deployment or the application that they're having an issue with and then finally in this area is your configuration items right this is the installations of the applications down at the server levels the server is this router switches all the hardware that makes up the deployments so if you're doing regional deployments what all does it take to to serve the the u.s. deployment or what all Hardware does it take to serve the China deployment or whatever different deployments you have and again these are operational as well this is where you're logging incidents against the server that goes down maybe you're doing change changes against incidents or routers and then being able to see how that change is going to impact what deployments and of course what business applications are being impacted by those changes so that's what you can gain from just doing the crawl phase really quickly you can see that you can start getting a lot of benefit that are defining your applications defining your deployments and putting together all of the infrastructure that makes up those deployments yeah yeah please wait I was just gonna add a little bit of context on the application service service mapping is the product that we sell to help manage those but you don't need to use service mapping and in the next couple of releases there'll be a lot more functionality going into managing those application services one of the common things we see is DevOps pipelines where you create these these these instances these deployments automatically we're going to be providing api's for example and tag based approaches to managing those app services so just I just wanted to add a little bit color there because a lot of questions are coming in about that yeah that sounds like some exciting new stuff coming around application services but before we switch to the next slide one of the things I want to point out here is if you notice we use the word applications three different times here in all the different meetings business applications application service and application installation when you're going out talking to your business one of the common mistakes that we see customers making is going out using this terminology to talk to people who are in service now or don't do a lot of in service now right going to your application owner is going to your hardware s and management team or going to other areas of IT don't go and say I need you to define your business applications they're not really gonna know what that term means you need to go and talk in terms of we need to define every application that we have running in our environment and the core elements that you're trying to gain about those applications and that's doing your business applications your application services the same thing if you go and talk to them about you know I need to define all of our application services they're not really gonna understand what you're talking about so when you go to them start talking to them about the deployments hopefully you've already defined your business applications so you can say for this application how are we deployed how is this deployed in our environment and talk about deployments and then obviously the application installations we hope you're talking to your asset team and you say the word application they're only thinking about licensing they're probably not thinking about any of these elements that you're that you're looking at here so know your audience and use the the terminology that makes sense to get the data you're trying to you're trying to get obviously the applications installed on the server is a little bit more straightforward but the application service and business applications have tripped up quite a few of our clients where they try to do this without without our help and they get caught up on using the terminology as opposed to using common terms when they're going to their IT department all right let's go ahead and look at some examples of how you might roll this out so here's a pretty common example most people have right you have Microsoft Exchange running in your environment so you would define that application up in your business applications that you have Microsoft Exchange and then below you have exchange production deployment right you might have multiple deployments a lot of companies don't have exchange deployed more than once they only have a production deployment but that's a pretty easy example of kind of what we're talking about define the application and then define the deployment I use ServiceNow here is an example but really this is to show the idea of a platform host and platform applications at the business application level so if you have things like ServiceNow sa P epic any of these applications that have you know really big applications I have a lot of small modules or small applications that run on them you can break those up as well you can define ServiceNow as a platform host as a business application and then define each one of the applications within service now as a business application and then define your deployments and they could be separate deployments they could go down into an individual deployment depending on how you're structured I just wanted to show that there is that concept so if you are thinking about things like s AP or or epic and one of the key benefits that you'll get from making sure you break these out is later on when you start defining your capabilities you won't you don't want to define all of your business capabilities and then just link them to one application of s ap if you're doing s if you payroll yes if you finance sa P general ledger or all the different components you can list those capabilities and link them to the individual modules within s ap that provide those capabilities so if later you decide to switch that one capability you can switch that without having to you know mess with the s AP as a whole you're just messing sorry just modifying the the modules underneath there let's go ahead and move forward and talk about what's next so you've defined your business applications your started defining your application services and building out the CIS underneath that where do you go from there and as I talked about the walk phase you're switching your focus here right the technical service offerings are going to be very similar to application services but it's focused on support not focused on deployments so again if you have regional support or you're doing support by gold silver bronze platinum whatever groupings of support that you have this is where you're going to build out that support structure in group a plication z' and services by how they're supported and the support level you provide for them so here you need to be thinking about those commitments do you offer 24/7 support is it five 9s availability is it 15-minute response times or 30 minute response times how are you going to respond to your application services and CIS when you have issues or when you have tickets logged against them and then from there you define your technical services and these are the published versions of your services two-year service owners you do want to use your companies and denominators for how these are going to be structured we're not going to prescribe to you that you should call messaging messaging or you should call it unified messaging or platform services or host and tell you how they should be it is gonna follow what makes sense to your customers and our to your employees and how they are going to know what that service is and what that service contains as you can see it's it's a rollup of your application services and technical service offerings so a single technical service can have multiple service offerings and multiple application services rolled up underneath it let's go ahead and look at some examples here continuing the exchange example so you got exchange you got your production deployment your production support whatever that commitment is again whether it's 24-hour support email and exchange it probably is five 9s availability and as you can see I did roll that up under a messaging and this is where again you could have instant messaging also roll-up into that same service maybe even other messaging services that you provide all rolled up under that same technical service just with their own service offerings their own support levels and their own application services that make those up alright and then continuing the service now you can see now we have a support pour the service now deployments and we've rolled it up under ITSM as our service but I wanted to show here one of the areas that people sometimes also get confused about is the fact that you can have service offerings that are tied application services at all and here you can see I've defined platform services I've seen companies call it hosting i've seen it called a couple different things but this is then broken up into my window support and unix linux server support and then the CIS that make up that service offering those are the CIS that are supported by that service offering and another area that we commonly see this used as when you have specialized devices you know maybe you're in the healthcare industry or you're somewhere you have some specialized devices that you track in your CDV that don't make up an application employment they're just specialized devices but you still want to make sure you put your support service offerings around those devices and define the services that you're providing with those devices so mark do you have anything to add to those two areas the implementation crawl and walk I would say most organizations can reach this pretty quickly as and if you're already a customer getting your data into this format is a great first step because this is where most organizations kind of are already but they're using the model differently or you know so this is this is where you want to scope your initial I would I would say transformation into the CSD M the other thing too is that our change management instant management although all those functionalities out-of-the-box start are using this model though it this way an additional functionality to the out-of-the-box function features will we'll start using it more right so we're just going to be automating the use of this information in this structure through analyses through form pre populations things like that so to make your world much easier and a lot less having to customize forms and do it differently depending on your taste so it's go ahead and talk about the the tools again what what does it take to be successful you've got to understand the structure you've got to know how the tables relate to one another but you might also need to really start thinking about some tools we talked about service mapping which we'll touch on that again here in a second but discovery if you're not currently using discovery you want to think about how you're populating your CMDB manually populating your CMDB is probably not a realistic way to go and to really think you're gonna maintain that data long-term so if you don't have some fool for capturing what you have in your environment putting that into your CMDB and keeping it updated you may need to start looking at something like discovery discovery is an agentless tool that scans across your entire environment you define your IP ranges and then it as it sees devices on your environment it starts pinging those devices to get information about what they are it brings that information back and populates that into your CMDB and it can help with things like traffic based discovery so I can find where your computers are connected to certain routers and switches and things like that help you build some of those relationships so that you're not doing it manually and it will pull back on servers what applications are installed on those servers so as Mark talked about you don't have to buy service mapping you could have discovery running out there seeing what applications are installed on your systems and then use that information to map those applications back to the application services and then you have your map built out from there but then you do have to maintain that right but you can be done you can use discovery without service mapping so to build that just requires a little bit more work service mapping on the other hand is that top-down discovery when you define your application services you've given an entry point turn service mapping loose from that entry point and it goes down and starts discovering all of the elements that make up that application service so for each of your deployments of any given application you define the entry point that service mapping will collect that information and then it runs periodically and it keeps your information up-to-date a really good tool for helping you maintain the relationships of all these CIS and infrastructure that make up your application services what defines a entry point it could be a couple things it could be a HTTP entry point it could be CI things like that there there are many a couple different options for what you can choose from to define your entry points within service mapping and then finally as we talked about a little earlier the APM application portfolio management if you're going to take the time to define your business applications you really want to have something that's going to help you maintain that data understand again when new applications are being brought into your environment APM helps you have a process for onboarding applications a process for evaluating your applications and an off boarding process to help you if you are going to try or you are gonna retire an application from your environment APM can help you with those processes and help you maintain that data and keep it accurate so those are some some tools there are other tools out there that you could definitely look into but for especially these areas of c SDM that we're talking about I thought these were kind of three key tools that you may want to put into your tool belt Marc anything to add onto there no I'm an APM it does do more than just a portfolio management - one of the things that I'd like to point out is that it looks at your technology using the same model in the in you know if you have Sam it'll bring in Sam lifecycle data it also helps to manage the capabilities if you do have business capabilities to find so there is a little bit of a misnomer in the naming then there and like you said we don't need the products to do all the the capture of data if you have other sources of data or you want to just manually manage it the purpose of our products to automate and use this data you know effectively right not have to worry about the structure but that's that's kind of how all these products come about you know service mapping you don't want to have to do all this manual of drawing relationships between discovered CIS this this will do it for you so that's really the point of these products is that we're trying to just make it easier for for you to adopt and leverage the platform and all that in the data that that is shared thank you all right go into the the next slide and talk about some benefits right why did why do you want to take the time to do this why do you want to go through this process of following this framework and getting your data into the right tables we've pointed out a few benefits here but I do want to note that this is not by any means an exhaustive list the CSV M is you saw from marks early slides it really stretches across the entire platform it can drive benefit and in a lot of different areas but we want to just point out a few benefits in case you need to be able to evangelize and go sell why you need to start you know reorganize some of your data and spend some time in this area at your organization so with in ITSM the full impact visibility as we talked about with the business the dependency map you've got a server that reports an issue or somebody reports an issue on a server to be able to go and see what the real impact of that is if you've got a shared server and it's actually taking down multiple application services instead of just one you really want to be able to see that and you really want to be able to understand what the impact of your incident where your change like I talked about if you're gonna do a change against a server or a group of servers what's the real impact of doing that change in your environment accurate Rowdy would you define all your groups your support structure for your application services in your CIS getting the right team involved quickly and you're not bouncing tickets around to different teams to try to figure out who's supposed to support it you have that stuff to find you get tickets to the right people first really gonna lower your cost of support because you don't have as many hands in the pot if you will per incident or change and then better prioritization this is one of the key benefits that we see with a lot of people especially just getting through the pro phase if you don't have this information to find a lot of customers deal with this issue where you have multiple servers go down and they're at their server teams or their database teams or whoever it's dealing with the issue are spending time troubleshooting troubleshooting in one area only to find out that they're really spending a lot of time in an area that's non prod while at the same time you've got prod servers being impacted and you really need to be focusing there so you can better prioritize your support so when you have things like that you have multiple incidents happening at the same time you're not spending time on a nonprofit environment and while your production environment is also down so ITB M an eighth item as we talked about this isn't Sam but it can absolutely benefit you on the Sam side of things and on your project portfolio side of things the total cost of ownership right to really understand what you've got invested into an application what are all the CIS and hardware that make up that application what are all the support element and apt to be in place to support that application it really does allow you to get a much better view of your total cost of ownership for any given application identifying and mitigating risk to your applications it kind of goes back to that full impact visibility to be able to really understand what the the risk is what the impact of a risk is that comes into your environment and with a p.m. doing the application rationalization right understanding my cost then you start doing evaluations against how your apps are performing in your environment you can rationalize whether it makes more sense to spend money there to invest in it whether it makes more sense to leave it as is or you possibly start looking at replacement tools if that application is costing you a lot and really isn't giving you a lot of value it's kind of hard to do that without having tools like this and having the data at the right places and then on the item side just a couple of benefits if you using event management I see this one a lot I've done a lot with it management being able to again get that accurate routing as events are coming in you can correlate events together really get to the root cause figure out who should be working on this event to this issue get them involved as opposed to getting three four or five different teams all involved just to find out that the root cause was network for the root cause was database and this having this data structure in place allows you to really get to that root cause faster and get the right teams involved much faster and then the targeted outage notifications users can subscribe to services within the c SDM so if you do have outages that are impacting a service you can actually target the notifications to make the right people get the right people notified of the possible outage in your environment and get you know get the information to the right people faster all right I think we have another poll here before we switch over to talking about your journey and how you kind of go from wherever you currently are to moving into the next phases so how long have you been on ServiceNow and not you personally this is kind of your environment right how long is your current environment been on service now you new to ServiceNow or have you been on it for quite a while while that's going there's a good question that was posted into here what's the downside of not taking these steps will or mark you want to chime in on that yeah I mean the crawl walk run fly phases we introduce those so folks that are trying to either if they're brand new or just trying to move their data into the right structures or don't know where to start or providing sort of that guidance on on that you know the core and work out from there I would say you don't need to start with there if you've already got good data somewhere else in service definitions business service definitions by all means use them earlier in your your journey but but you know most organizations they need something that they can build upon and I think you know what we've introduced is logically what most organizations can accommodate yeah and I think one of the things there's also by a downside to not doing it it actually impacts your other deployments as you start rolling out new applications in service now if you have this data in place those deployments and that realization of ROI comes along a lot faster and as to where if you don't have this in place if you don't have this infrastructure put in place you don't take the time to define these when you are rolling out those other applications it's going to take you longer to roll it out and to fully realize the the benefits of some of those other applications yeah absolutely the application service if you haven't noticed in the model is what connects everything together it connects to your design to technical to operations to you know the services it it becomes a junction point for everything so if you don't have those you know there's everything else is sort of crippled alright so what was our pole resort results some so it looked like 37% of people said they've been on the platform for over five years twenty-five percent have been on the platform for three to five years 35 percent is one to three years and only 2% is less than one year okay so most people have been on it for at least a little while and that does impact you because as you'll hear from willing these some of these tables were not available to you just a few releases past so we'll talk to us about the journey yeah well absolutely and the question that is always on my mind after here in this presentation is how do we start getting these benefits in our organization what is it that I have to do to be able to get all these cool things in ITSM and I Tom and I Tam all those different pieces and of course if you can start early and you can start now the better you're going to be so putting all of this together putting all this information together and putting your plan together and controls and governance that you're going to need is going to help you really have believed the costly mistakes that we've seen a lot of our clients make so we're giving you four kind of broad steps to start your journey here and the first is identify why you're doing this what is the main motivation that's going to help me with my leadership and my justification to get this done if you're feeling a pain point in a particular area if you have a department or a client that is feeling the pain because we're using some sort of a customized form or we don't have this infrastructure in place yet that can help us with our use case and getting the resources that we need to get this going once we've identified why it is that we really are doing this and the benefits that we want to get out of it then we can do our gap analysis and identify where we are and maturity of this it is definitely a thing of evolution we don't start one day with everything being perfect so doing that gap analysis helps us understand where we are and what the next steps are going to be to be the most effective moving forward the next step is is adopting a comprehensive governance structure and you've heard Jacob talk about this you'll hear me talk about this and you'll hear is go over this again and again and it really is that important to us that you have that governance structure that you have the appropriate teams that are participating in your processes that you know who's responsible for the which is our next step here the different data domains and true owns those right we know that there are all sorts of teams that are participating in these processes from your enterprise architecture teams and your database jeans and your application teams everybody has a piece of the puzzle and they have a state in this data so identifying who's responsible and who's providing what types of data is going to help you get started on this journey but if you're like most of our customers you've probably already started on your journey and if you have started on your journey you may have noticed that in previously releases the tables that we're using today we're not there and in a lot of cases we've had to create custom tables to do what we need them to do there are types of data that didn't have a table that made sense or we ended up using the wrong tables because the labels seemed like it was close enough or we just weren't sure what the function was behind the table and so we went with it so we like to help our clients get back to that baseline if you can avoid having to completely rebuild your entire CMDB that's something that we would love to help you do because there are steps you can take to avoid doing complete rebuild so five of these steps we've listed here for you number one of course is backup your existing data before you do anything before you consider do anything make sure that you have a copy of exactly what you have now so that the worst happens you always have your original data the next step is to perform the attribute mapping for example if we have data that's been put on to a custom table we need to identify which attributes that are on that custom table which data points about our CIS are going to need to be carried over to the correct table and which fields and which attributes on those tables are going to need to be populated the challenge with the attribute mapping sometimes is that it's not necessarily just a direct attribute mapping there are a lot of the many-to-many and dependency type relationships that exist too and so you have to consider not just be direct attribute relationships but also these many-to-many type records that may need to be created you also need to identify any dependencies on these existing tables or existing data that you have so if you modified your incidence form to look at a different table within this EPB or you've built processes around these custom tables or you have other places in a system that are referencing these tables and these fields that could be scripts all sorts of places that could be dependent on this data we need to identify all of those front once we've done that we can begin to refactor all of these different attributes we can start to do any sort of transforming that needs to happen if we have a free text value that on one of our custom tables but now we're expected to have a reference choice from a table we're going to need to make sure that we're performing the appropriate lookups there and creating records and those types of things and then the last piece will be to perform the actual migration so once we've gotten all of these pieces but together we'll actually be able to do the migration from the appropriate tables the old tables to the new table you can see this is really kind of a complicated process and it can be kind of long of course we want to make sure that planning that being the most important piece is it's done correctly and that's why ServiceNow recommends that you work with a certified partner to be able to do these things after doing several of these types of migrations it's really important to have that experience and to have somebody on your team who really understands the impact of this data and where these things typically live Marc take up any additional comments I would just say yeah you you guys are a great partner for us and I think that you've got the CSD on down pretty well health and as one of our partners that are you know looking at leading in the C SDM perspective I I think that's what a lot of customers want to hear right and I think the journey to get there is going to be different depending on where you're at what you've got so it really takes requires a partner approach to you know jump in there and kind of figure out you know what's the lay of the land so to speak and and how to move you forward so we're really you know I think he was a partner to to hell plus deal with all these customer demands absolutely and and we're here to help so if you have questions after this presentation looking for some guidance on where to start or what it's going to take though free to reach out to our teams that we can get you some some answers and put you in the right directions all right and speaking of that some additional resources that you might want to take advantage of the first is the CSD M community page I'm sure a lot of you guys have community logins for asking questions but a lot of people don't know that there's a whole community page dedicated to CSD M so get out there subscribe when new information gets released or if you want to have discussions with other people about CSD M it's a good place to get out there and get some answers and get the latest information about CSD M now learning there has been a CSD M fundamentals course that's been released if you haven't taken it it's a it's a really good course it doesn't take a whole lot of time but it really does cover a lot of good information for getting you going with the CSD M and it's free so it's something that you can also as you're working with other teams and maybe you're identifying champions that are gonna help you roll this out from other areas of IT it's a really good thing to start them off as to say hey go take this this quick free training on now learning to give them that level set to start from so they're not just coming in blind and then the ServiceNow Doc's there's also just like the community page there's a whole area inside ServiceNow Doc's for common service data model obviously ServiceNow updates that every time they have new information so you want to make sure you know where that is stay on top of it and as they release 3.0 which is coming out I'm sure the docs and the community site will be the very first place you'll want to go to to get that information mark any other resources that you can think of I think you kind of covered it there the fundamentals will be updating every release as we update our CST M it's it's like I said it was it's not a one-and-done we're gonna keep evolving that we're also going to add product use case documents in that fundamentals training so we'll show you how each of our products interfaces with the CSD M data and the ones that we got teed up next are going to be customer service management which is a hot one asset management that's another one that's pretty hot yeah and there's a couple other ones I can't remember but you know every release we're gonna be updating the training and the community is really just hot I mean in terms of you know answering questions and we couldn't get to your questions or if something comes up later just go to the community and you know not even service now we can't we do other other customers are answering each other's questions there right that have been through the journey or have you know some examples that maybe we didn't have so those are the things that would really go to you yeah earlier if somebody asked about you know is there some documentation that would help with the translation of the ServiceNow terms to other people NIT and I mentioned in the the question-and-answer that there is a white paper there is a to dato white papers I'm sure there will be a three dot of white paper when that is released so it's a really good documentation and you're right those use cases that you guys put together to show specifically for different applications within ServiceNow how you can benefit from the common service data model within those different applications are really good so definitely good documents to pick up yeah and one more thing that we're working on right now we had a not allowed at the knowledge 20 conference and it was it was sold out within 24 hours I mean we just filled it all up and people were screaming to get in so we're gonna be putting that into the now learning so I'm working through that now well that will record it will provide that as a video but it will also put it into now learning so you can take the CSD and lab yourself right so you can just log in get an instance it'll walk you through how to how it all works so it'll take you through a tour of about twelve different products and we'll add to that as we add more those use cases and Chris asked about getting information about subscription-based notifications you can get that in the docs and probably search service subscribes a service that's one of the ways you can do it you may have to build some notifications specifically around what you want to send to those individuals but you should be able to find that information in the doc site awesome now it looks like we have about two to three minutes to do some more Q&A so if anyone has any questions please send them in but I don't know if Jacob will or mark I know you guys have been answering some questions were there any in there that stood out that you kind of wanted to go over with everyone yeah the one that was interesting is you know the difference between a business service and a technical service you know and you'll notice in the model there's parody the two sides look similar the only difference is there's a technology consumer over there orange area right the technologies area versus a business consumer in the other in the other area it's really context is what makes the difference between those and I see technical services more as your building blocks it doesn't add direct value to your business but their building blocks things that you need to do in a development environment you need to get into a dev environment to build an application that provides value to your business so but you know it it's a philosophical problem where folks you know depending on context we wanted to rationalize when we got when we started this whole effort we found a hundred different types of service in represented in our platform 100 and that's just way too many to understand let alone implement so our our goal is to consolidate that down to more manageable set and if I were you know writing the check here I would just say a service is a service it's it's it's how do you want to present it and who are the users and what does it do that's all just context and I like to use AWS as an example because AWS everybody knows what Amazon Web Services is that was an internal service that was just a building block for internal Amazon people they turned it out into the market and turned it into a lucrative business and so the context is what changed everything else was pretty much the same Richard just asked is it possible for application services to inherit attributes from the parent business application for example description or managed by group so where we're going from a product standpoint is we're going to be implementing if you're if you got a development background it's called MA viewcontroller the data model is what we're talking about with CSD m the view is really the product views and you know forums and lists and that sort of thing the controller a bit is the the management of the the view to the model so that you don't have to worry about you know moving data around and so we'll be adding more logic more automation to the creation of data so that we can either query it through the model or propagate the values like descriptions through the model as appropriate to kind of alleviate the manual work required to keeping the model whole but that's kind of where we're going we're really putting a lot more logic in and what another little preview for Paris there's going to be an application service wizard that will take you through the creation of an application service so depending on whether you want to use service mapping if you own that or a tag based approach those that will automate the process versus having to figure it out you know piece but these awesome and it looks like keen just ask so application service is where you list multiple entries for each of your environments of an app each of these employments of that application yeah so if you like I said if you've got a regional deployments you've got US China Europe you would list each one of those deployments and each one of those would be an entry point especially if you're using service mapping yep pre prod and prod absolutely environmental as well prod test QA dev each one of those environments those deployments would be listed as a separate application service because all the infrastructure underneath it you know that's what you need right is for your dev deployment these are all the CIS and infrastructure that make up that deployment for your Prada point you want the same thing so yes you would list each one of those depending on how each of your applications are deployed so you may have a mixture of some applications are you know dev QA staging fraud some applications are regionally based so it doesn't have to be just dev QA station project could be however your applications are deployed awesome and now it looks like we have one worked time for one more question is CSD I'm mandatory or just a guideline for ServiceNow yeah that's a that's an interesting question it started out as purely best practice guideline right it's turning into governance and internally we have basically a mandate for all products and all product units to use it what it comes down to is we've broken down we've got ten principles now you'll see that in the next version and we're gonna stick by those principles and further detail those out to make sure that every product unit is doing the right thing so for internally its service now it's really not a choice if you're using our products really you're gonna be using CS DM underneath the covers right so I encourage you to start moving your data over so that you can benefit from additional products or new features that we come out with that's a very strong guideline as opposed to a mandate about that it's gotten stronger right I think it's one of those things like wait a minute let's it's overwhelming how much demand there is for this because even internally you know I'm a bit worried because so many customers want to talk to us like in partners but you guys are taking on the I would say the customer direct interactions and and now we've got so much demand to really flesh it out internally and even new products coming down the pike that will use this data things like business continuity planning okay new products will be coming that use this data so I would encourage you to start using it now awesome yeah I would absolutely echo that it seems like a lot of our customer interactions are we decided that we didn't want to go through the effort of setting it up correctly the first time so we did a quick fix with a new field or a change of reference but later on we're paying the price because now we've got a lot of development work to catch up with where we need to be awesome now I know we're two minutes from the top of the hour Jakub marker well do you have any closing remarks that you want to make for the group just thanks for everybody being here thank you mark thank you will for doing this with me I really appreciate it and thank you for having me and thanks for all the great questions and you have great hosts thanks you thanks you guys for a glides fast awesome now I'm going to announce the winner of the $50 Visa gift card and it looks like the winner is Chris past congratulations will email you your prize directly and if you didn't win today don't be discouraged every glide fest on-air webinar that you attend gives you an entry into our on-air grand prize giveaway of a mirror workout a fifteen hundred dollar value and will select the winner for that in late June I'd like to thank everyone I'm especially marked from service now for joining glide paths today I'm along with Jacob and will and we hope if you have any other questions don't hesitate to reach out to the glide fast team or mark as well and we hope you enjoyed it and just view more glide fest on air webinars just check us out on our website thanks everyone [Music] you [Music]