[Music] hey welcome to service sharp this is a podcast all about service now we will be talking strategy architecture technology just everything service now we are not affiliated with service now the opinions expressed our own we are just a couple of people that are very passionate about the platform so hope you'll join us for every episode and without further ado here we go alright welcome back to the service shop this is Jason Gibson joining me as always is Randy Haas and we've got Bret Peters and Justin class folks we we're going to be covering today a couple things the first of which is day-to-day operations kind of keeping the lights on stuff and then the next is evangelizing the platform within your organization kind of a how to to do that so I guess we'll start with the kind of the day to day kind of Brent if you'll give me an idea of kind of what you do on a daily basis and then we do a lot of dev work too but what do you see most as far as the you know day-to-day kind of work that you're doing oh there's always those things that come in the day to day hey we need a report for this or I need permission so you're giving out role assignments or you're assigning people into groups and stuff like that there's also the the part that a lot of people forget about and that's you know checking your log files to make sure you're not having major issues making sure your your discovery scans are running correctly and you're not getting a lot of errors there that kind of stuff yeah I think one of the things that is neglected quite a bit is you know how is the system running we assume that is running great in the service now is watching it but the reality is it's it's not the case you need to go and actually check to make sure that things are going well in your instance a now typically I don't see any significant downs and when there when there is we had one not long ago and it was a whole ten minutes service now had it up and running but it could have been can it could have been prevented but nobody had been looking at the log files and you know that's kind of a a learning learning experience when something goes wrong like that so have you guys had experience with that kind of stuff with with downsell service now as far as you know I know we've been doing it a long time and there's very rare cases matter of fact that's the first I'm aware of what about you guys I've never had one that had any other places on anything instances I've worked out of there's never been an outage to my to my knowledge you have the even whenever you're doing upgrades it's just you know it's not really an outage to finish so like ancillary stuff like single sign-on through ad was not working for a while at one place yeah we've had some issues for like our internal internet connection went down so we couldn't reach it but that wasn't it down on the on the application when we've one of the instances that I have worked on when we were back on Aspen so that's back way back in when the data centers were not really managed by ServiceNow they were renting or something but somehow they used to keep instances of different businesses on the same servers and they weren't really separated well and another customer had run a very inefficient query on his database and it actually took our instance his instance and several other instances down and and all that was that was wonderful for about ten to fifteen minutes we didn't have a system but since I since that time and that was back in Aspen we haven't had another outage but we as Jason was saying and watching the log files is good because you can see when the system in your status and everything for your instance to start seeing when things start slowing down because then you can go wait a minute something's starting to happen you might not bring the instance down but you might slow it down where people are like you know I'm getting this waiting or loading error and stuff like that so you got to watch that kind of stuff performance dashboard you can look at that's fairly and also the slow queries is one of the I don't remember what it's what it's under but it's in the navigator for slow coverage you can look at that it's kind of weird you gotta learn how to filter it because you know doing it by count is not always the moment you won one thing took you know 16 minutes or whatever but it was ran one time at who cares almost you know right but it's the is the things that are running every two minutes and they're taking three minutes to finish yes yeah anything that's gotten you know several hundred depend on how long you've had it going I guess it's handy to figure out if you've got a really bad query maybe you need to work on you know we had this the other day where you know you know we made the query itself be a little more specific and while that particular query was never gonna be a performance issue it is now all a much more refined query that will run faster so sometimes it's just as simple as adding that adding another another filter to the query because those can add up if you have a hundred of those going at one time they could you know add up to slow the system down and stuff I have a question actually for you guys I think that's pretty important too this is you know you've got you know a lot of things that can slow down the system but what about external queries things that are integrated with your system does do you ever find that it slows it down any as far as that's concerned especially things that are like a real-time I think you one of you have done the SCCM integration things to that effect of do you see any slowdowns I haven't noticed any but um all the stuff I'm gonna graded we we wait for it it's basically asynchronous so it has no real noticeable impact because users not waiting on you know nobody's waiting on anything right I know the things I've done I'm sure if you did a crazy discovery thing or something maybe Brent your brain has more experience on that one but I I was gonna say most of our stuff runs a secret so we don't really have that issue we do have some real time stuff that goes back and forth but ya know they it's same asynchronous so it doesn't wait or whatever so have not seen any of those issues I mean you'd have to be doing a lot to hurt there oh we've done some powershell powershell power bi integration we just finished and it's setting up a query from the power bi side that they can hit whenever they want so i'm there was a little bit of a concern that it would be a problem but so far it hasn't been but I didn't I'm only allowing it to hit one table even then the way the power bi integrations work is it caches it to you I'm assuming you're doing you have a local server that the power bi runs through right yes yeah it's all caches to that server we had that we had where it was I think default like once a day or something like that there may be even less than that it's less than that by default yeah yeah we had to work with Microsoft or not me but somebody on the team did to figure out how to get that to cut you know not be that long of a wait we I think we wanted it daily and you know what like I said it was longer than that so there's they were able to configure but yeah I know your query in your local server all those people that do it's not real time doing air quotes it's not real time it's the unless you I guess unless you get to you don't let it cache maybe there's a way to do that but they beyond the power bi side that's sitting not recommend that at the very least I would cache like hourly at most yes yep and even then that's that's pretty darn aggressive most things most things shouldn't need that that type of real-time you know if you need tickets or something that's different but usually let me prep you guys reporting yeah you should not good I was gonna say dashboards normally wouldn't need real-time its dashboards or more even power performance analytics is a most of those reports and analytics all run in a 24 hour period so it's it's just a dashboard usually is you just have to know that it's behind right yeah it's it's something you review it's not something you work out of right unless you're high level and then you can work out but if you're a day-to-day help this agent you should not be working at the power bi I wouldn't think no no it is interesting though because you know it is it is interesting how it caches it and what is you know how it works as far as that's concerned I'm I'm really surprised that it hasn't shown any signs of slowing down and I guess that's that is why yeah you're hitting your local servers you know I think hit refresh 100 times ServiceNow doesn't care it sent the data once to that server and so when they're when they're refreshing the data they're not actually refreshing it from servicenow they're refreshing it from their database correct they're refreshing it from the local server unless there's a that's the only way we've I've ever been involved with a power bi integration was there's a is basically a mid server for your power bi right yeah and that's what it uses in ServiceNow it queries ServiceNow however whatever that interval again the team I worked with ended up working on Microsoft to get it to be a shorter interval they didn't they were not necessarily back in bi experts so uh that Microsoft helped them figure that out within a short amount of time and and that's how it worked so if you needed it to be hourly or less I'm sure you could do it I don't I don't see the real time again for a report is you're just not being very efficient if that's how you're working it's out of a report for real time type issues right sorry I got I will say hey you know day-to-day operation wise is one of the most common things I see are How to Lose they come to me asking me questions how do I do this how do I do this that tends to be one of the most consistent you know kind of day-to-day operations what about you guys you get a lot of that I do I usually either refer them to the knowledge base because we have documented a lot of those day-to-day things like that our firm my other admins but yeah we do get a lot of that so the user training is a lot of that it's not a day to day but it is a week weekly thing at least once or twice you get somebody wanting to do something so really important that is overlooked is the the training aspect you know of the of what the admins need to do they need to be out there talking to the people using it doing training telling telling them where to go and what to do as far as that's concerned I think that's that's not done enough so you have a lot of people that just don't know that to do it and there's a lot of enhancement type things too that come through that really aren't they're needed as an enhancement it's just like a lot related to how you can filter a list right right you can you can make a list into a bar chart with one or two clicks rather or you can filter it down you know I mean there's you can export it I mean there's so many things you can do that a standard end user with you know the 30 minutes they probably add introduction to service now if that or they're not gonna have any idea you can right click up there at the top and there's a whole nother context menu that comes out with all sorts of extra options or or how filtering works or even the wild cards they're not necessarily the same wild cards as some other tools used so maybe it's just you know something as simple as that and the wild cards also why you're there on that well cars don't seem to always work the same in every part of ServiceNow either when you're searching and stuff so I mean that's that's something you have to educate them on - yeah right well I find that with with those little things are great to do but I think sometimes you know it's about our releases you know we when we get done with our releases changes that have been made you know having that communication of the rest of the organization is something that is just really invaluable I mean you just it's it's not done enough and we really need to focus probably more effort into making sure that the communications and the training and those things like that happen I know in our in the organizations that I've seen before that that has been a real big problem and it just seems like it's an almost a no-brainer you know I'm bringing out a new application and I just expect you to use it and without any training you know it's you've got to be the do that training and I find that it's it's more of it's a larger part of the admins job than I initially anticipated yeah I mean yeah the subject matter expert right yeah there's not worked on a team well I guess that's kind of a lie I have worked on a team that had a training aspect to it but generally nowhere else have I been to a place where anyone on my team had any amount of training material creation experience right or not even just creating the material but also delivering said material but then it's often asked of us to do I've made videos and as awesome as my voice is I mean you know doing do talking off the top your head versus reading a script you know I read many re-do it's not you know not that high quality and I'm sure you know if you had somebody who did it as their actual job they would or even if you get maybe that's something we should tell people to do is give your if you're gonna have us do training start having your ServiceNow teams go through a little mini mini training course on how to train the trainer type that you know right yeah exactly that would be helpful but that's definitely creating treat training material whether it be KB articles which are fairly easy to do at least for us I don't know if they're always logical to end-users because you know terminology is a big thing you know like dot walk I don't think anyone outside of ServiceNow well maybe a little bit outside of ServiceNow but not many things besides ServiceNow users are gonna understand what a dot walk is error so developers or admins I mean I don't think I mean I use that normal conversation all the time yeah well you're weird I at least John yeah but just things like that you know I mean there's there's probably better examples of dog walk but there's just a lot of things that even the navigator you know I mean unless they've renamed that I took the test recently I hope it was still called the navigator because that's they passed me anyway no but just calling it the Nana doesn't mean anything to some people right or you say the search bar and they go to the address bar the browser well I mean if you're using edge it is kind of also the search bar you know it or actually you can I think no I don't look okay I have to test it it still yeah well yeah anytime we're doing dead work you're gonna have to test him like everything Sony like edge have you tried the new the new edge I have not tried the new fancy chromium edge no I have not my it's okay honestly but I still use Chrome so there you go as I'm sure many percent of people still although I don't I'm a look at the charts recently but I guess that's getting a little sidetrack but oh we never go down before I forget guys we need to take a little bit of a commercial break here and listen to our sponsor so we will be back in just a minute to talk about how to evangelize there is now in your in your company so hang on just a minute we'll be right back this podcast was made with anchor anchor is the easiest way to create and publish your podcast it's free creation tools with it allow you to record and edit your podcast right from your phone or computer helps you distribute your podcast it's super simple to publish to Spotify Apple podcast Google Play any of the major ones you can make money from your podcast there's no minimum listenership so they make it super easy to monetize it's really everything you need to make a podcast in one place so why don't you go out and download the free anchor app or go to anchor FM and get started start the evangelizing are there any like dashboards reports that you guys have created that you referred to on a daily basis or is that pretty much no I do I have one for orphan tickets which they're not really orphaned it's just the users refused to click on the all tickets button okay oh yeah actually I made them another one called unassigned just because I thought you know maybe that would get him to click it but as of yesterday even I had somebody called me I didn't know that was there not the one you click every day anyway we I've made a rule that if ticket are a notification setup that if the ticket does not have a assignment group or anything like that it notifies the Service Desk and so they deal with those for me for buying my this particular one is there a one off so I am think okay their own government and everything but that's a good idea there's that's mainly the thing I fight I don't do a ton of just admin level things I'm mostly development these days but the admin things I do are mostly related about you know the permissions and then also finding the those or those tickets that they think disappear that are really just assign yep we have a home page dashboard that we set up for our admins that they look at every time they log in or their yo mate and it has a bunch of things like our feedback for knowledge articles but it's really because of the way that our service portal is set up we have a feedback leave feedback button and it goes into that feedback and the only people that get those for the service portal are then knowledge are our admins so they have that on the dashboard they have you know the user summary so we can check to make sure everything's working there we have different things about what we did have an issue with a requests not auto approving because of a broken workflow we finally narrowed it down to which workflow was doing that but so we had something on there for that so we kind of used our homepage as a dashboard that would help us maintain some of those daily quirks that were happening so well and we use the dashboard a lot but you know I've been you know when one thing about it is in the organization I'm working with right now they have a change manager you know an incident management coordinator they've got a you know so they they have a problem manager so they have all of the they have a configuration manager so they have all of the different people working in different areas of the platform so I don't I don't honestly see a tremendous amount of the admin side for that stuff but they actually do get quite a bit of things for change and for problems we just redid problem because they they were giving us a lot of feedback of some things that were lacking and in those admins the ones that take a lot of the feedback so I kind of expect them as part of their day-to-day and their job is to take that feedback in order to allow for us to do the dev work that need to do to make everything work for them there's also a neat little performance one that's I believe one of my co-workers I I don't know where it came from but it's just got a bunch of stats like you know tickets in the last day and then it separates them out by the the the type of ticket it was their tasks it's just off the tasks table that's what we mostly build out of where I'm at just kind of tracking if there's any weird trends and you know all of a sudden group a start submitting tons of tickets every day you know I guess they're gonna start using it maybe need to reach out to them type of thing yeah ants but he that's always Andy yeah I have built things like that for our change manager and our incident manager and problem manager so they do have like those little things so they can see the spikes and and stuff and they're just reports that are on their homepage which they've converted to dashboards but they they can watch those hey wait why are we getting a hundred tickets all of a sudden on the same category and stuff so yeah they those are very helpful for those type of admins to look at yeah you know and that's the one thing of a sudden you get you know 500 emergency changes and it's like well the last in the last 30 days 20% return three percent or fifty percent or eighty percent in some cases our emergency changes well why is that and holding people accountable for those things Nathalie breaches the incident manager will actually go through and look look for breaches and ask people you know why is it breached can we help you and you know those kind of things which ends up a lot of the those ended up being because it and this is one good thing for all these things to be checked daily is because it's what happened was there were incidents anymore they were given workarounds and the the the problem was larger and it really was a problem not an incident so so that's kind of the the the what you get out of that daily reports and the daily things that you look at or things like that but you could say okay you know I see a trend here what's going on oh well you can fix that here's how you fix it you need to create problems from these because they're no longer incidents their problems you know I mean it's things like that that come to light I don't really handle a lot of those day-to-day but I know those are really important to do to do in a lot of admins are by themselves right I mean it's just them all right yep into the cover the their the the the guy who does everything in the system and so we have to kind of respect the fact that you know they're wearing a lot of hats and maybe where we have more but of the one part of it but that's because you know they you know we work with a larger organization that has more people to do the other stuff yeah right but when it comes down to that if you're the I would suggest that if you're the admin I would say the using like a dashboard like granny was suggested or having even just a simple report that shows up on your home page because when you log in it always gives your home page it'll look at that you can put those little reports on there the kind of wood key if you're running into issues with with the spike of incidents or your oh my gosh we have 300 emergency changes what happened to that and that kind of stuff so putting those on your homepage would help you track that kind of stuff absolutely yeah and be proactive about it try and get those things done you know at one of my favorite leadership you know coaches always says you know hey you know do more be important and less of the urgent and that's not to say the urgent doesn't even don't have to get it done but if you do the important things they'll be less of the urgent right be proactive is always the best thing doesn't happen a lot in IT but it's good to pray to preach and try you know absolutely all right switching gears switching let's switch gears to evangelizing this actually is kind of near and dear to my heart I love this topic I love this topic for a couple reasons one I really believe that if you believe in the product you'll want to do this and this will just kind of come naturally and when it comes to talking to different parts of the organization and talking about what it can do and how it can help the organization is really important I guess I'm gonna let me start with Randy as a manager what what did you see as the best way to go about this kind of evangelization you know having more and more the platform used well I mean we didn't I don't know that's kind of a loaded question for us because we were supporting it where we're at so really didn't deal with that too much I would say that the you know biggest thing was adding the reports that showed when tickets were closed how long they had been open and going through and you know reviewing those things and kind of going back and just you know having the user meeting saying you know you're not getting in here you're not making the updates you're not adding notes you're not doing these things and we need to get this you know this is part of your performance so use the platform yeah you know one of the things I've that I've found interesting is every time every time we would do something then all of a sudden you'd bring us ten more things to do I'm sure like any good manager what they you know but it was it was like people were just walking to you the more things that we did how did that happen I mean was it just natural was it something that you were doing specifically well for the most part you know when when I started out collecting use cases for us to start working on we tried to find the ones that were low-hanging fruit that would give a high return to do first and so everything that we went out and we talked to people we asked him if we're gonna automate this for you if we're gonna put this in the system for you how much time were you spending on it now how many people are involved in it now and things like that so that when we went back in and put things into ServiceNow or change the way things were working in ServiceNow to improve them we we already had the metrics built in to say this is how much things have improved and then after that it was pretty much organic because as we improve things for other people with you know quick quick wins that were not just quick wins but quick wins that had a metric attached to them you know the other parts of the organization just naturally wanted to come in and and I have this problem can you fix it I have this problem can you fix it kind of think so know them the data and they will um something like that yeah so yes and those customers are still coming in that organization I can tell you but I think that's but I think that's one of the biggest things about evangelizing right that doesn't mean you're gonna go shout it at the sky I mean that's not gonna help you any I think it's more about solving people's problems and then going to them showing them how you sum up their problem and getting the word of mouth like any organization that you solve the problem and people as they say you know you build it they'll come right well in the nice thing about ServiceNow is it also it solves their problems but also makes it so much easier and nicer for them one of the biggest issues we had in the organization or one of the biggest forms and processes that we've done in our organization previous being in service now and building a custom map for them they were doing it on paper and we had it was it was a reimbursement kind of thing for people and they had to do you know essays to say this is what I did and this is what I learned from it and all that and they had to submit that all and then fill out all this paperwork and everything we put we showed them hey we can do that in a form we can do the approvals online and it took what they were doing and it took them before I think it was three or four weeks to get all that paperwork together and just kind of go through it in the glance now they can do all that and do all the approvals aimed and get the bonuses out in two weeks now and it went from having like ten people doing it to two people one of them's of primary one who was a backup so once you get those success stories that helps also getting other people come in and help in that particular well there was that and there was the travel as well were you know we found that people were putting in you know you had mileage that varied widely and people you know everybody was going from one one of the branches to another branch and the if you when you reviewed the reports the amount of mileage reported was varying widely so we went and we went in and standard by that and this said you know hey if you go from A to B it's this many miles using Google Maps API basically and so that standardized that and you know reduce the amount of unreimbursed bull expenses we were sending out to write so I guess the two points of that both those stories are if you make things work really smoothly and and make the customer happy they'll go out and evangelize the tool also for you so you get more and more people to help you get this out there and and working that's definitely been the way I've been able to do it is you know you make you start out you do what randy said where we didn't particularly the last time I did this is one particularly uh me being proactive but anyway you get a list of use cases and you start delivering on those and you turn especially something like you said a paper process or even an email process you know paper an email they don't have ability to stop you from submitting unless you have you know filled X filled out I mean that's one of the biggest benefits and that's not just for one side you know that's for both me as a submitter if there's a hundred questions and I forget to fill out one it might not be malice it might just be I filled out ninety nine others and you know my eyes looked over it so having a nice big read and it takes the new browser window right back to it those type of things the end user and in the the client are both going to basically be preaching about how much better their process is they may not be saying service now but once people start realizing where their process is you know you're getting the benefit by association really exactly well and the other thing about that is you know what we highlighted in the in these stories is are relatively simple things so the mistake that I see managers and people that are trying to push a particular technology doing is they look for these big grandiose things to try to fix and they end up taking on a project that's going to take six months to implement and at a best-case scenario where as there are lots of little inefficiencies that that make for huge ROI in every organization and so if you're just starting out with something and you need to get get the momentum going find those simple inefficiencies and do that you know this is you know we looked at it as a paper form and nobody was thinking how much time are we going you know how much time are we wasting how much resources are we wasting on these paper forms and so we started going out and putting numbers to it well you got to do this and then you print it and that's you know your employees unproductive for this amount of time because they're filling out this paperwork and then they're walking it around to get signatures and then the people processing it or unpregnant for this amount of time for you know that done that was a really simple thing that didn't take a long time to build the solution for and I think that people make the mistake of going out there looking for the the homerun when you know four base hits is the same thing right I also one of the things that depending on where you are in your organization look where you are as far as hierarchy there's limitations I would imagine but one of the things that it was really a great thing for me to do that I've done in the past is go and talk to each of the managers of the different areas and get that's when that's where you get your list of things that people have desires and ones for you also that's where you find your low-hanging fruit it is by talking to people what you need that fixed well I can do that for you right or make a list sort it out pick the top five or ten things you start at it you know getting people involved getting people together really get to communication lines between you know the ServiceNow team and the other areas of the business is really important because otherwise they won't know you have the capability to do it if you don't have the capability to talk to him they won't know you have the capability to fix it for I was gonna say that one of the things the first things that that I did in that role was one of the first staff banks was to say I want everybody to start adding to a list of you know problems and and I wanna you know when you're out there when you're working with somebody if you overhear another problem you make note of it and bring it back and and then let's build this gigantic list and then periodically let's go through that list and find out are these things that we can tackle in there may not be I mean there's a lot of things that we ended up talking about that we couldn't tackle but there are also a lot of little things that we could tackle that kind of added up as well right and one of the things I think a lot of people forget about or your don't even focus on is some of those simple wins can just be putting in a catalog require a catalogue form because a lot of the requests and forms that companies are gonna need can fit right into that process and you can do it quickly and simply and it'll make their jobs a lot easier and you can you know win some more customers over that way automating processes is one of the best benefits of a tool like ServiceNow [Music] exactly I would say that's probably the one of the greatest starting places to be is the catalog items when you start you start taking away time that people spend doing those those manual eat hard you know kind of pain in the rear you're easy things the when you get those wins the the more gratifying they're gonna be I just think it's amazing that there's still so many things that are manual in every organization I go into in 2020 that there's you know we sounds crazy but there's still a lot of people walk in paper around doing things that that could be quickly automated right I've noticed at least the last two places I've been it's you know HR is is kind of an untapped gold mine of small you know document to electronic type things you can do I mean where I'm at now they have a third-party tool they use but yeah we still have to excuse me you still have to print things off and sign them and then they get back to HR by hand you know I mean I don't understand why you would have a tool that is basically just an excel file whenever I mean we could do that right ServiceNow can be an excel file if that's all you want out of it no joke they can also add a nice or a better front into it multiple ways of accessing it you know permit security around said same thing and all those are most of those things are just simple clicks whenever you go to build it yeah hmm much federic yeah reporting on and you can you email it out automatically if people are obsessed with their emails or not to mention the products I mean there is Asia our products and you know I tell products and all these are the products that I've been shocked that people don't know about it you know I talked to the the security guy a security team the other day that goes what service now is a security em stupid tool and I'm like who do you not know this they've been running service now for three years it's like yes they do yeah and yeah you don't want the full suite you can always mean we've got the api's you can call almost you know most tools I would say nowadays for IT at least have some way of doing a integration whether it be outbound or inbound I mean it's not hard to do nope you don't need a no need a fancy third-party developer to do that stuff for you you can between service now as developer training and and who you have in-house I mean you might need someone like you know sharp stone to to help you out there but it's a louder sharp stone great folks they are sure but did you say sharp stone I think I heard they're pretty good yeah I heard they're pretty good as long as you're not dealing with this guy named Justin yeah well he gets it done probably it'll save you too much money if you go with Justin anyway unless you're doing a very very fancy or even or I guess not fancy in-depth integration you probably can get it done with a someone who knows the basics of JavaScript again having a third party is of course going to be helpful assuming you're you find a good partner like shark though there's a lot of opportunities without a lot of knowledge being required be a perfect integration yeah on the first try but ServiceNow is pretty good about holding a developers hand to a certain degree when you're developing it so right and they also have that rest Explorer that helps with that those rest calls and all that kind of stuff - that's if you're doing anything sure you lure is is amazing it gives you the code literally India like it's four different languages you can choose I mean it's it's a wonderful tool and even out bounds on heart so no it's not just together you know it's same area different different page yeah now there's there's a lot of opportunity there so even if even if they don't want to spend the money for the full module you can at the very least have it creating incidents with you know at least in a test environment within a day it's not it's know one thing about ServiceNow they've made it very easy to understand and very easy to work in yeah the older it gets the community is kind of hit or miss the community site that is that service now hosts I've had much less luck lately in there but you know you used to be great yeah you you used to you type it in there and if you didn't know what somebody would were probably quickly but alright it used to be a lot more involvement from the developers they're having from the some of the users and theirs doesn't seem like there is as much anymore but I found some and gotten some good answers look recently but not as quickly as used to overflow now also has a section for our tag rather for service now I've seen some some good answers on Stack Overflow it's far more of a developer oriented site which probably is why the questions and answers are both a little more detailed not always you know still got its yeah I also find there's a lot of older stuff in that date when you load an article on the community yeah you grab in a code and then it and make sure you you actually check whether it was posted because you maybe look the code that doesn't work anymore you know a lot of that stuff especially with the way you do Ajax calls like they no longer let you do synchronous you have to use the asynchronous way which most of the old answers are forcing you to do are not worth telling you to do syncing because it's a lot easier to do and you don't you know it just won't plane won't work if when you submit it you can get the waits for the response so it's a lot easier for a develop a new developer to be able to handle how it works but because it made the page wait service then is a good choice on their part but that's one example of older code that you'll copy and paste and it's just not gonna wait you're not gonna see any you know errors in whatever ID use because the code is actually written correctly and it's you know looks right but whenever you try to submit it they've deprecated the called or you can't actually ruin it so definitely check the date if they do the version that's helpful but people don't always mention ham on you know Jakarta or whatever version they happen to be on him you don't just need to see that a five years ago might want to double-check that answer probably well it may I mean there's still some that'll work but anyway check the day ensure some to keep them on it's not the code make sure it's gonna work coming look at it so awesome so I think the the moral into the story in this case it is good good job hope people trying continuously bringing solutions to the organization and and by doing those things you're going to just naturally be an evangelizing in go talk to the managers that are in each of the areas talk to them asking what their needs are find out what their needs are and find areas that you can do quick wins quickly there's a huge I believe it the the two places that I think have been successful like overly successful have been because of this the quick wins that ended up having users that were far more vocally pleased than what you know I ever expected them to be yes yeah that has given a good even at one of the places it was not you know service now did not necessarily have a good name to it because it was kind of forced upon them without a lot of I guess training I don't really training with me what my something was but yeah once you start getting those quick wins and you start redesigning more toward the user as base biggest wins I think for me it for event for getting the name out there yep um one thing that I've I've also you know we've talked about sharp stone and all but ServiceNow does have a program called customer success advocates every customer has at least one person assigned to their account to help with that stuff so if you're running into problems of how do I get my customers to do this or you know what's the best way to get communication out or can you help me with some communication and that's what those people are there for so they're supposed to help you with that kind of stuff there they will also help you if you're having problems with hi tickets or getting things escalated they'll help with that but they're also there to help you help you and over your customers to get your system working a bit of a rabbit trail but don't be afraid to put a high-ticket in small they well yeah they will help you I've not once had and I've put in a good I don't know the number and I wouldn't want to tell you if I did how many tickets I put in but never had a bad a bad read IRA mean I like a rude rep I've had some that didn't necessarily help but they boys escalated it or or maybe it was just something I was doing simple that I was doing wrong but don't be afraid to to put them in for actually assuming you've tried you know some amount of troubleshooting yeah right but they they're even if you've even know done a little bit they'll come back and they're always nice about oh it looks like it was something that you did blah blah blah but all they do is they just will tell you how to fix it and go on it's they're not gonna oh well you screwed it up kind of I didn't know reprimand for putting it out it's a high ticket no maybe if you started doing thousands I guess like well maybe I've never done that many I'm sure you would have take a lot because I've put in a lot of tickets and they've not once said this should not have been a ticket you know at worst case I've had one where they linked me the a the knowledgebase article and but then they called me and we walk through it together so it's not like you know they still weren't saying hey here's the answer they said this is probably the answer and then they called me or walk me through it so anyway don't be afraid back to your regularly scheduled program oh the add to that I've even turned in things I've turned in a couple that I thought were just something I messed up and how can I go fix this now and they've come back and said oh no that's a problem then they've opened problems for it so you might think you have messed something up or did something and turned out it's been an issues so you know it doesn't hurt to do that so okay I'll get off the soapbox too example that's the multi row inside the catalog in the portal they don't support it they supported on the I tell view or whatever they call that do you now uh-huh oh yeah yep interesting yeah they they I think eventually it's in that multi roads fairly new eventually that will be supported on the portal but you know it's it's one of those things that you know we we know that these products are constantly evolving and constantly getting better so you know instead of trying to manipulate around it just wait you know they'll make the change I make the improvement you'll see you know in the next couple of our versions oh well it's not gonna work on the portal and everybody will be super happy but well I guess I worded that my point on that one originally was not to you know have to try to point out they didn't bother to to make it work in the portal which I do think is kind of a slap in the face to them but let's not go there no it was really just the fact that there's it didn't look they looked like it was something on our and we were trying to figure out like it was one of our junior devs who was originally doing it and so then it finally I don't know how many hours they spent trying to troubleshoot it eventually made it up to me and I you know I've never tried to do a multirow inside of the catalog on any catalog let alone portal view yeah and so you know I started messing with it and after a couple hours I was like this looks like it should you know there's nothing we are doing wrong on this and so we submitted a ticket but there's a lot I'm assuming several knowing that person you know a couple days probably of troubleshooting deleting and recreating the same thing and all all it really should happen would you try it once legitimately they you would still probably reach out to whoever your lead is to have them make sure you're not doing something simple like a you know simple syntax issue like someone on this call commonly I : Gibson he's no but no I mean you know that sort of thing you could waste a lot of money especially when the code is written correctly or in this case it's you don't actually write any code it's just part of their widget and it just simply fails so yeah you assume it's canard yeah and it even took them a couple transfers before they finally got someone who who pointed us to an enhancement that had been an enhancement request that was pending oh to be out there so again you know we had that sort of thing would drive a will drive a developer crazy especially a new developer you know that particular person they're trying to prove to everyone else that they can do something as simple as a catalog item which you know with my initial reaction I won't lie was how can you mess up a catalog item do you want a list because I can send them to you oh I've seen some they're usually a unique one-off so it's not I had to write a three-page standardization document to keep them from messing up oh I I had an admin or actually an architect develop a form in the catalog employ it it took the whole catalog down none of them worried so yes you can do it simply oh well yeah I've known someone who may or may not be me in the past who trying to use pure JavaScript inside of ServiceNow so that's something else you got to watch out for your new developers is service now blocks pretty much anything you try to do in the DOM and yeah I remember that person never listened to the other guy telling him you can't do that Edmund what senile not development paranoid during that he knows a lot more nighted inner workings of ServiceNow so again point to be made put in hi tickets yes yes very simple amount of due diligence guys I really I hate that and take cutting short it's only been like an hour [Laughter] pleasure Jason yes yes it's really I'm going to make you a nameplate with that I think please yes they think you appreciate that but yeah anyway but thank you guys absolutely Brent always a pleasure just to know it's always fun Randy again and I really appreciate you being on the call with with us on this so next we've got several topics were coming up for the next few if you want your topic covered we'd love you so messages let you know we're on LinkedIn you know we're all over the place now we're even on Facebook so look us up send us a message tell us where you're going to work what you want us to cover and if it's not completely ridiculous like you know current you know fashion in the IT hey I thought good topic yes yes yeah so that would be me and I don't I don't have a very good fashion sense but you won't know that until the video ones so yeah keep an eye out we are going to be doing some video video ones as well again thank you for for joining us and we look forward to talking to you next time thanks think thanks thank you [Music]