going to be having two speakers myself on documents and digital workflows and then as a complimentary topic I've invited Rea solutions to come and talk about their um solutions for integrating with document Management Systems uh this is the Digital Services Forum as usual um if you're new here if it's your first time please introduce yourself uh and where you're from and what your role is in the comments we do collect those comments and um analy the words and we want to add you to our uh mailing list and and the rest as far as future meeting notices um and give you access to the forums and all of that um this is being recorded the recording will be made available on our community forum and on YouTube John am I missing anything from the standard introduction there no sounds good I'll post the link out in the chat once if we get everybody logged in so that they they have okay let's go ahead and get started then so this is going to be a bit different from uh past talks that that I've done in this forum in that this is more questions I'm really interested in and direct some the thought on those questions it's not answers um uh I've got a link here to my LinkedIn profile later on this presentation I've got a link directly to our blogs Forum in in the Digital Services uh Community Forum um I'm hoping we start some talks uh amongst each other offline and then maybe we can bring in more thought on this later this topic later on um so I've been thinking about documents and digital workflows for a while now I've I've had a couple of customers that have had um how would you say issues related to documents so uh One customer is really struggling with we've got a big digital transformation initiative going on and I can't measure my workflows and I'm having problems uh figuring out what's going on our usability scores are in the pits we bought a great tool why why are we having problems with it um and as I got looking at at what they were doing a lot of that looked to me like they were trying to use service now like Outlook it was emails and files and attachments everywhere on generic cases and all the good details of what's going on in each of those cases was all in files and documents um so so that was one thing that got me thinking this topic and the other is I've got another customer that's got some extremely complex document um management requirements they're really challenging to to fully meet um and trying to work solutions for them so again this is going to be more questions I'm asking as I'm starting to to uh try and figure out what are the place of documents and digital workflows so first of all just a couple of things about documents for for one I I think it's a blob of information it's essentially a container with some information in it there are ways to go inside that container read that information that information might be text numbers binary information video audio just about anything no nothing too shocking there um and around that document or that file uh we've got meta information information about that thing when was it created who created it uh Version Control um security permissions all of that sort of thing and there's a couple basic things that I see that are customers do with documents in a service now uh constraint the first is your basic programming crud operations create read update delete you've got a process you've got to create a document you got to read information from the do you got to update it you got to delete it that's kind of like the lowest level mechanical version it doesn't really say why you're doing those uh the next uh items on this table those are more the why um so one is to provide additional contextual information that's relevant to the workflow I've got an incident management case I've got an attachment that screenshots of here's what's happening and that's something that can be really hard to describe in text and notes but really simple to C screenshot shot emails and HR cases even like videos of interviews I've seen uh used as documents or attachments and nhr cases the next major uh usage is as where the document itself is the subject of a workflow approve this document send this file to a supplier that sort of thing next is we want to get data that's in a document store it someplace and be able to use it um common thing that everybody does you go to the doctor they want your driver's license they want your insurance card they scan them these days and we want to get that information as actual data not just a picture of your uh insurance card um or and driver's license the last major usage here that that I've got listed and I'm sure there's more these are just the ones I've been thinking about is around memorializing the output of a process so tax days coming up I've already filed mine because I'm aead of the game on that but your tax return you go through the whole workflow in Turbo Tax or or or whatever your tax prep software at the end you've got a PDF document that is the memorialization of that and you send that off to the IRS and pay your taxes or get your refund so I've got some observations I I've been looking at for a while now in in company's digital transformation uh Journeys so the first first is that I think a lot of organizations have a mindset that I call Peak filing cabinet level of technology so I've got my information it's in a file or a document could be paper digital doesn't really matter we're working with them the same way I got business processes that get that inut out of that file put it in the file or move delete it around um in cabinet and your people or your systems either know where the file is because they put it there or they use indexing or search which is basically just a fancy card catalog to get that information out of that file to me that's not really what we're going for in digital transformation we we've made that filing cabinet metaphor as efficient as it can possibly get but we're missing the boat for real digital transformation so what I find when orgs are doing business this way they often for financial reasons and sort of like we got to get the MVP of this thing out they find that the fastest easiest way to digitize a process is just wrap workflows around those document and files I'm pretty sure you've all seen service catalog items that are essentially here's a PDF or Excel form download it fill it out reattach that form back into the the the service catalog request submit it the service processor has to open in that form that's the type of uh behavior I'm talking about here and that's kind of like the worst example of that there's various hybrids one um and right off the bat I'm I'm going to propose here you're not getting the main benefits of digitization when you do this that information is locked in that document and it's not really being extracted the workflow isn't able to change its direction based on information going back to earlier it's just a BL of information the workflow doesn't know what's in that blob it doesn't care what's in that blob and therefore you can't do automation as rigorously and thoroughly as if you did know that so I've got a proposition here we need to break out of this filing cabinet mindset to fully achieve our digital transformation potential I don't necessarily know what the future of that looks like I've been reading a bunch um researching I'm still forming my ideas of how breaking out looks I do see two key challenges going on right now so the first one is there's that information in those documents and files and we need to understand it and this last year has blown up the the IT world around understanding what's in documents and files and that's the world of generative AI one of the the first use cases we're doing here on platform is summarizing case notes outside of uh summarizing knowledge articles um summarizing essentially documents and creating that as a new attribute that's more concise more uh direct so that now people can find and access that information in the document the document's still there you can still dive all the way down to to the document but in most cases that case summary that document summary is going to be sufficient to help you know if you've got the right file or not and that's a huge GameChanger that's something that completely breaks the the peak filing cabinet metaphor we never had a technology that could actually understand the documents contents really before now the second key challenge here is how do we change our business processes to then fully utilize that new understanding of what's in the document um and then use that as part of the process this is where um there's just a link here at the bottom to our Digital Services Forum this is where I'm hoping uh on these two questions particularly the latter one here I'm wanting uh hopefully to spawn some dialogue around that because I think that is on us this is the part where I don't think geni can change our business processes it can suggest changes it can analyze and find um gen and machine learning can analyze our processes that can find inefficiencies in them but it can't figure out what business change needs to happen and then the whole people Dynamic of embracing that change and and really changing how we do business and breaking away from that filing cabinet so I'm this is one of my main topics of of intellectual interest right now and I'm hoping uh you all have some thoughts on that and I'd like to hear your thoughts seeing how this is a service now meeting and I didn't put this on the uh uh chart here but we do have Technologies I mean there's The Document Services on platform there's attachments on platform there's I think the drastically underused um document intelligence capability that can actually again like take that semi-structured information driver's license insurance card and turn that into data and Fields that that then we can can use in our processes um at its core like service now is a workflow platform form and workflows have documents that's just the nature of the Beast and I think you're going to find we're awesome for a lot of basic uses for for documents we've got some great functionality there um as far as our instances and this is again coming directly from working with some challenges with customers our standard production instances are four terabytes of storage and these days that's not extremely huge if you're talking documents it is if you're talking databases that that that's a pretty decent size this isn't just cheap cloud storage um it's not when you're paying for an instance you're paying for um fully uh replicated mirrored copies of the full app stack you're paying for the network infrastructure um the the whole shebang there it's not just file storage um your primary purpose is running workflows those workflows have a like span that I'll say is comparatively short it it's seconds days months maybe single digigit years it's not decades you you don't think about a work a single workflow executing over the course of a decade on the other hand it's not at all uncommon with documents to think of documents living for decades um at one of my former companies we had to keep some documents around for for life of the product plus a certain c number of years and that could be a 100 plus years that you had to keep um safety certifications and stuff around um that's really far beyond the bounds of what we think of as a a workflow execution and even accounting for data and analytics and historical information um that's a long time uh Max file size um for uploads and the default is a 2 gigabyte per each file um that's not that big for classes of documents let's say videos of interviews for HR use cases you can adjust that but all those documents and attachments count against your instance quota So Pro tip here when you're creating your apps and you're starting to use documents those documents are going to become one of the largest consumers of space of that four terabytes understand your organization's information retention policies understand how those apply to those documents and then automate the the management of those documents what what you'll find is like you might want to keep metadata or something around incident cases for a couple years but do you really need to keep the screenshots that were associated with that are the emails that were sent um to and from on that five seven 10 years down the line if you don't have a plan for this up front and you don't automate this up front what you're going to run into is uh both instance performance challenges like why is my uh instance running so slow and also just compliance challenges with licenses to us as you exceed that 4 terabyte uh limit it's vastly easier to manage these documents and figure out those life cycles at the beginning when you're designing and implementing this than it is to come back and try and reverse engineer that at the end so that's really it for content and thoughts I had like I said this isn't like particularly about insights or anything like that it's more or questions please do go to The Forum please do if you've got input here I'd really like to hear from you with that I think on documents we've got a better together story when we're talking really heavy document management solution as I said I think we got a great 80% um on the good old 8020 rule for most casual process document needs are current on board uh on platform capabilities are sufficient um when you start exceeding those when you've got extreme security or physical segregation uh requirements like this information must be in this company and cannot Le country and cannot leave this country um and people from other countries cannot access it if you got super heavy version controller comparison super large files super rapidly updating files um uh large volume of large rapidly updating files you see how each one of those things kind of compounds this problem of managing documents that's probably not the type of thing you're going to want on our instance and then I already mentioned those extremely long retention needs if you got those you may be better off using a dedicated document management system and integrating it with your workflow so the documents are stored elsewhere and you've got links to those documents uh to view them manage them Etc get check sums all of that uh from your workflows uh integration Hub is uh great for that and uh one of the uh solutions that I found in exploring one of my customers needs is Reva solutions that what they've got is some store apps around integration Hub um that integrate with some dedicated document Management systems that I think provide really good solutions for all of these type of challenges I'm listing up here um they're not the only one out there we we've got native Integrations with integration Hub with I'll say some of the lighter weight document Management Systems things like SharePoint that sort of thing um Reva is the solution for for this class that of what I found seems most appropriate um we're really interested in uh what you all are using for your documents but this is again a case Better Together use service now for the strength of its workflows and integration use a dedicated document management system for the strength of do managing those documents just like you would use sap for managing your financials just like you would use workday for managing your HR integrate them together you got a better together story uh with that uh Reva Solutions as I mentioned uh they were involved in one of my customers I really like their solution and I thought they would make a great compliment to these thoughts here so I asked them to speak here at at the Forum so I'd like to introduce uh Terry and esar and uh with that guys take it away hey Charles thank you very much that was great it was a very nice segue into what we're going to be talking about as well so uh welcome everybody to the session and thank you service now for having us participate in this session so my colleague ishwar is going to be presenting our solutions for integrating document Management systems or what's called Enterprise content management with service now but I just wanted to give you a little background on Reva Solutions so my name is Terry malali I'm general manager of Reva Solutions we're a systems integrator um primarily in North America but with our new service now and Enterprise content Management Solutions we've expanded uh globally so we we are doing implementations for customers in in uh in Amia and in Asia Latin America Etc so if they're you're calling in from there that's great uh but just a bit more in terms of Reva we're a systems integrator we're a service now partner so we're a Services partner for service now as well as a build partner on the content management side we've been doing that for uh almost a couple of decades now um so we're an openex partner and all of the applications and content Management systems that openex own we're also a box partner so that's a sas-based uh Enterprise content management solution we also have experience in many other content Management systems and we're also an sap partner partner as well um but that really means that we specialize in digital automation process but as a document Centric uh process so as Charles was talking about in terms of some of those examples there are many many examples of service now processes whether it's an HR or legal or services or field operation or vendor life cycle management a lot of different use cases are very document Centric and that's where we come in helping with that integration between the two uh so wanted to just point out that uh we're also available you can check us out more at revas solutions.com I posted my LinkedIn link uh in the chat earlier and um you can also find us on the service now store if you search for Reva Reva you'll see that we have a number of connections into box into openex different solutions from them as well and uh again I wanted to thank you for having us present today and I'm going to pass this over to ishwar who is our principal and Technical architect and he's going to be talking about our integration between service now and the various content Management Solutions which I'm sure many of you have and we'd love to hear from you in terms of what you have as content Management Solutions and what you'd like to see integrated uh because we can obviously continue to build those Solutions as well so ishwar if you're ready I'll pass them this over to you thank you g can you see my screen can yes thank you thank you Terry good morning good afternoon evening everyone uh thanks for giving this opportunity uh I'm going to go through a few slides and then I will uh try to do a on real time demo of a couple of uh prod actions and Integrations that we have uh so the value proposition like Charles clearly laid out uh actually uh the how we can be better together with uh with document management dedicated document management integrated with service now our goal during the during all the integration that we do between the two systems is to present the users to to be able to make easily make decisions and move their business process forward and get the value add they can get with all the content that is residing in the in in the document Management Systems our goal is to enable the users with all the advanced features like Version Control preview preview documents without downloading vers like you know redaction annotation and other things that or understanding document all the features that a document management provides we would like to we we strive to give that all that functionality seamlessly within the service now interface the big advantage of that is almost every customer uh and end user is all is mostly when they are in service now they don't want to go back and log into another system like document management and go look for documents so and also the other biggest thing that we are looking to do is deliver on single source of Truth uh avoid the duplication of content uh the content created in service now uh it doesn't get replicated to content server instead of that just use the document management system while working with your workflows within within service now uh reasons for integrating with DMS uh so like Charles said there were there are some heavy document versioning uh in addition to that a lot of times we see that uh you know granular Access Control compliance that is the Bigg one of the biggest dver so even within a record when when you're working on a case or any any service request within the document within the within that several documents there there could be a lot of granular Access Control requirements and document management is made for providing these uh highly granular like somebody can what if it's a security policy has that it's only available to a certain kind of people beyond the regular user group management and things like that uh the other big thing that we have seen is uh you know uh document formats and preview with the document management you can upload any kind of documents um like the office drawings PDF STS and you can preview them without downloading a lot of customers love that because they can quickly preview a document if it's useful they can download they can open it up and review uh enhancing their uh you know workflow process so when we have been integrating like Terry said we have been doing document management for a while but with service now in the last 3 four years in the in all the workflow that we have done we have seen two kind of patterns uh in the integration one is the the there are there are document that are generated in service now or they get started by by the user by uploading them in service now and the customers would like to have these documents to be in in uh content server either during the process so that that can be you know and then move from there to work on them in parall while uh reviewing a case or working on a request or sometimes the customers want all the doc all the case management to be done and the all the documents related to the case to be in service now till till a state like when the case is closed once the case is closed maybe after 30 days 60 days the customers are looking to Archive the content and also the case data uh together into document management system from long-term archival and retention policy retention that they have like we said sometimes customers have to keep for 100 years or 50 years or whatever the retention policies they have the advantage of this approach is once they move it they don't have to say apply the same retention policies in service now and replicate it every time a business rules change uh documents are in in uh centralized and every document that is generated from any system in the organization will follow the same retention policy the other other scenario where we have seen is uh there are conditions like when there are very strict compliance requirement like gdpr or it could be anything where they cannot have sensitivity of the document they cannot have the document in service now at any point in the workflow or there could be a kind of documents like large large documents like it could be like a drawings heavy videos that that service now is not the best product to to handle them customers would like to not store anything in service now but directly store them in in a DMS system and able to interact them with them directly from within service now so they were looking for a seamless integration so that's where the the UI comes in and embedding the the dmsi within service now so these are the two patterns or scenarios that we have seen and we have seen more and more customers moving into the moving into the either the generally trying to have the UI so they can uh real time upload and download documents from DMS so as part of the integration patterns like Charles said we have uh on the store app we have integration Hub which is what we have we have a lot of flow actions uh that come and that integrate with different uh DMS uh like open text box or examples so here using the integration up and flow we can move documents from service now to the DMS in back and that's one interaction way to do that and lot of times sometimes what we have seen is with this pattern we are actually moving the documents from service now but embedding a link to the documents so documents are not stored in service now but you have links to the documents within service now so user can click on the links and preview documents that's that's one of the uh integration the second one like I said is Advanced integration where we have we have written some custom components which I will go through custom components for embedding the folder or a search result set from a document management system and embed them into a UI workspace workspace UI or on the portal that one the advanc integration provides some of the feature that you're generally used in a in a DMS system uh like drag and drop more than one or more files folder management and organization so you can navigate documents by folder or by attributes on the document search and filter uh faceted search things like that uh in addition to uh one of the things that we do when we drag and drop not only we move the document but also providing some context of the service now record to the documents that get stored in DMS because ultimately in DMS when people go in they would like to search and see some of the relevant service now data attached to the document so they if they are reviewing some information so we are uh that's something that we we see that as one of the big requirements is to provide contextual data application from service now record to the content management system the last one is preview content without downloading so customers we have customer that are several hundreds of hundreds or even thousands of documents related to a employee or file or things like that they want to quickly preview documents before they can decide which document to open do it so the the DMS wiet provides the functionality of Premium content before downloading and working on it uh I'm going to use a demo demo scenario uh this is something we see quite often uh HR is one of the areas that we see quite a bit of requirements around integration with DML there's legal then the supply chain other as well but in this example as you can see we have service now for uh case management we have two two folks like employee and HR Support agents that are working on the requests and then on the document management repository we have HR policies HR employee files as you can see with the centralized repository you are feeding content not only from service now but also the like existing policies that are kept in the DMS system with the HR department and you could always have hm application like a work day or success factor that that is generating a lot of documents like onboard hiring or any other documents employee promotion letters and things like that all of that content that is being generated is being stored in the document management reposit so when a employee or agent logs into the service now they not only have access to the document that are related to the case but they have access to the everything that's in the repository like HR policies that they can search or get look at their only employe files that are being the advantage of this is some of the activities they can they can do more than what they can do today from within service now but directly accessing the content from other systems so in our integration we have seen that these are the few component that generally come across and some are all of them are being used depending on the customer use case uh the typical these are the highight ones that that we have seen the typical one I see is like a service now portal integration on the service now portal we see a search uh like a knowledge based search we could uh you know customers are looking to not replicate their policy or knowledge based content from a DMS into into service now so they would like to do a search when they're searching for the knowledge base they want the service now to search the DMS as well so we have done some Integrations and redo some Integrations the DMS so you can either use search even in the advanced search AI search as well there are sometimes requirement to do AI search uh extended to the DMS the other one is a document folder for a case or something that the users end users can can preview and look at their case content during the Flight of the case or at the end of the case the similar thing for Polaris or the next experience there we see we see a lot of requirement around having a widget where you can see case related data in addition to that agent assist similar to the knowledge based search agent assist uh you know the same thing agents would like to see relevant documents archived case documents or anything else that is that is being stored in DMS that will assess the case and the last one is like Charles said the integration Hub that's one of the most important or the or the core requirement every time you are dealing with some documents within service now and are want to integrate with it DMS the integration Hub and rest messages is something that that is critical to moving documents setting the context of the documents while moving it to service now or bringing back the documents uh from uh retrieve the documents from D DMS and getting the data so here in this demo I'm going to use open text as a sample repository so here is a sample screenshot of the portal search uh so if I'm searching for a lead policy I can see all the documents that are coming from the open text search and this can be integated with the AI search as well here is an example of a HR use case for request for leave absence as you can see there is this is all the service now case data information and there is this instead of attachment there is a special tab called documents and within that uh here what we have done is we have created a widget or a UI where the users can see all the information that is related to the case as you can see the the when the case folder is created within Ser within within a DMS system the case number the priority HR service type all of that information is being used to create a re create a relevant content folder name and other metadata on the document so this is the critical part of the integration a lot of times keeping the context of the record that is generating the the case or any other documentation is is very critical while while having this kind of integration this is the agent View for the same thing so you can have HR case here and then you have this uh custom wdet that that we built that that can give the contextual information about about the case and all the documents are being displayed from here next with agent assist this is similar so I'm going to switch to the demo to show show some of the UI and then we can go back into the the to the further discussion of what should the what should the developers or integrators consider while what should be the design consideration while doing this kind of implementation and these are some of the basic spoke action that are a must when you are integrating any document management system like a upload document create delete folder create folder with path which so you can dynamically create a folder path based on the metadata and the service now record apply any metadata on the documents uh and user group management because one of the key things that happens in a in these kind of uh Integrations is you have to ensure that the service now is a system of record for the actual that's driving the business process and the permissions on the request and other artifacts that are being generated is being driven by service now for most part so how do you make sure that that access control and security model gets propagated to the DMS so the users cannot come back and look at it from a different uh applications well that's coming up I just want to point out like and I said this in the chat but I really love workflow information from service now the case number the customer that sort of thing turning into inputs in in the content management system to help sort and manage the files the business rules being managed at the source of those files and then in turn the workflows having to honor those business rules that's like the perfect better together and either side has the full picture of what's going on together you do and you can have a fully managed solution I love that thank you Charles uh so here we have a sample uh workspace for a HR request here we I have a leave of absence that I was showing on the screenshots uh this is the standard attachment interface so uh there are so what we have done is we we provide a document management widget as a custom component as you can see while I'm working on the case 1104 I have I have access to all the information that was being generated in the case so let's say I want to do add some documentation into the into the documentation I want to add new files or preview so I can go look at the document content I can see there's a there's some information here uh now I want to go I want to filter all the document I want to look at all the document that are there I can do a filter and I can see there are documents apply I will see there are a couple of documents there uh if there are office documents I can select something and then apply and I can filter and faceted search I can refine the the information so let me start by just dragging and dropping some information I want to put new documents into correspondence I can just go ahead and then just say there's a there's approvement approval letter I want to add into the correspondence I can just put it here so when I'm doing it as you can see that there is already a document that was already generated and I have a new version that I want to drag and drop so it it says there's a version I can quickly quickly add version and upload so this this enables me to do a simple keeping different revisions of the documents during the case uh there is a search so basically you can you can search for content from here or as as I was saying when we are creating this folder we have all the information Rel relevant to the case right on the name but also if I look at the properties see here is all the HR case related like case ID the date it was open service what is the state what is the priority and things like that so all the information can be copied over and this can be updated as the case progresses to the to the state uh to the life cycle within service now so the let me and also let me go look at the preview so if I on this document I can just preview the document this is this is and then these are different things and if there is a annotations are allowed or redactions are allowed users can annotate redact depending on the DMS functionality you can do a lot of advanced features while while doing your worklow so question for you on that s is that document you just brought up going through service now or being processed by service now in yeah that's a great question none of this is being processed by service it completely bypasses the service now so we are we are directly interacting real time within the within the within the content server in the DMS itself so that is one of the big things about uh about this integration is it bypasses the service now so the size limitations so one of the patterns that we see is customers always are you downloading the document to service now and opening up from within service now it does not it goes directly the interaction is direct with with the DMS so all the features that that way we can give all the features that are uh that are available within within DMS so this preview like I can have a AutoCAD drawing here and I can open that in preview and redact and annotate or a tiff and redact and annotate directly from here I don't I don't need to come into service now just think about how many design options that opens up the documents not being processed by service now in a lot of cases rules and regulations refer to the content of the document that document must be in a certain location the metadata which is what a case is around that document doesn't tend to have as strict of rules like you got a nice ability to manage really complex business uh rule scenarios or regulatory scenarios because of that feature yes and also you other things you can do is you can literally get all the features like like I like I showed earlier we have versions of the documents I can go look at view versions I can I can look at all the information that I have here and if I'm going to the properties I can even see the audit Trail so things sometimes when people are reviewing a document they want to see what was done earlier on these documents uh those can be done here I can see how many versions are there then I can see what is what was the audit who uploaded it what time when was the version added all this information when it was classified and uploaded the first time things like that all the features of DMS can be and if it's a cad drawing all the X references and everything else that that are there on the system so as an agent uh you know one of the big things is we can review the existing documents generate new documents as part of the case they can be stored here and then can send be sent back link them back into the case and send it to the end user the other other integration option is an agent assist so here is an agent assist that we have built so as you can see this agent assist is is modified to out of the box uh service now such as the local knowledge base uh what we have done is we not we added the DMS and also the knowledge base as one of the options so if I so it is quaring and retrieving the data from both so whenever there's a document you can see these are all coming from from the DMS system and then if I'm just going to filter want to look local knowledge base I can I can filter these which are in stored in service now if I want to go in the DMS policies I can look at here and as you can see there are some cases that were created earlier and stored archived are stored in in in service in DMS these also come up I can look at the old cases like this way as well and in for some case for some cases when the documents are already there in in in the service now for some reason and they need to be classified and put into the put into the service put into the DMs that there is a couple of ways we can automate to move them based on the case information or we can give the end user an option to classify them into a DMS so they can classify the documents if if this one needs to go into the archive or goes into the uh DMS system they can select and they can discuss they can decide what kind of a document it is and all of this is configurable and then we can classify the selected and send it so these get filed within the within the DMS system so one last thing I want to show here was in the agent itself which I forgot to show is so when I have this document I want to share this document with the with the sorry when I have this document I want I want to show share with the with the end user there is an option to just attach as a link and then this the advantage of this is we the user can get the links to the policy files we can attach this as an attachment as well so in this way the agent can directly provide links to the documents within the within the DMS system that the end user can consume as part of the Case Case processing okay I want to quickly jump before I go back to my demonstration is a similar interface for the portal uh as you can see for the same leave request uh the documents are here a similar integration one of the key things is when the user logs in as a as a as end user all their permissions and all their their context is DMS is aware of their context and only documents that they are allowed to see with they can see it's the same interface and the users can we can control what the user can do cannot do uh based on their roles and things like that I think that's it for my demo I'm going to switch back to [Music] the presentation yeah this is my last slide just design considerations what what we see that what we get apps the most and how do we how do like what do we consider while doing these kind of Integrations so one of the big questions like Charles was asking was is it a real real time or is the sync between documents between service now and DMS so uh you know all of this integration if you're are using the UI which just it's real time you're directly accessing the content you're bypassing the whole service now so uh so that's that's one of the things we need to always make sure that it is it is accessing directly and sometimes you know based on whether every end user has access to the DMS directly or so it it depends on depending on that sometimes we might have to sync it back into bring it back into service now and display documents but most of the time we see people preferring a realtime access uh the second design consideration to look at is context a configuration flexibility so it's very critical it's critical to pass on some of the service now record data into the uh into the DMS system so when you are showing content with within within a service now whether it's a search or whether it is a agent assist or even even a case related documents uh you know the the integration should be able to get the context from service now either pass it or even use it for searching making sure that only the content that's relevant to a case or content to some kind of a request is searched and retrieved not just a folder but it could be even pure search criteria and display the list of documents and when you are passing the context rep context information from service now uh it is very important to decide what information should be passed on you know you can't pass too much or you can pass too little so a lot of our time is spent on deciding what is the critical metadata that is required for search or decision making that needs to be replicated if if you are replicating too much then there is a or everything the problem is then there is a lot of Maintenance and also like a performance and other other requirements and duplication of data uh the next is the integration scope and Direction so should it be should the integration decide only the anything that happens in service now and only that data gets replicate to document management system or do you want any changes in document management system to trigger some kind of a case updates within service now let's say on a case there could be users who are HR users in in our example could be uploading new documents within DMs without doing it through service now so should it create a case update in service now or should it provide a you know General log entry saying that there's a new attachment in the system so those are the things that needs to be dis looked at and typically the more biral the more complex it gets U 99% of the cases we have seen that service now is the one that is uh that is being used as the main system of Engagement and that drives a lot of the uh lot of the information that gets replicated from service now to document management and not the other way around even the workflow triggering or review process things like that another big function that that takes a lot of discussion is security and access control uh there are policies and access control setup in DMS there are access policies and control setup in ACL setup in service now so which which takes control and under what context and which one governs the overall process so how do you make sure the the controls are uh you know if if in a DMS you have certain groups or users that have access and but they are removed within a within a request process so that how do how do you make sure those get updated also there is a dynamic element in the in the request process every request has a requestor how do you dynamically add a requestor to the document control system uh as a as a without having adding it to a a pre-existing group and things like that so there are or assigned groups the assigned groups can be dynamic and can be changed during the flow of the request within service now how do you dynamically change that permissioning on the on the DMS so nobody can go in if they not part of the assigned group so there's a lot of uh design uh decisions and then integration patterns that have to be looked at to see how how granular and secular security can be managed single sign on uh as you saw in the demo like you know there user didn't have to log into the DMS system or there's a so how do you make sure there's a seamless integration a single sign on integration there's a different patterns like O2 is one of them but there are other saml and so how do you make sure there's a seamless integration and every DMS system is different they support different protocols or different patterns so we have to work through all those and ensure that uh you know those are those are accessed properly the other one that I missed big one is is lot of times people have on Prem document management system and service now in the cloud the document management system is not sometime is sometimes not exposed to the external world so how do you integrate or have a integration with the DMS system that's on Prem is it mid server how do you access the UI whether what if they on VPN what if they're not in network or outside Network while we're using service now so those are all the questions that come in during the design and the integration sessions or architecture sessions and the last one is maintenance and upgrades the two systems are being upgraded uh every DMS has their own version cycle and service now has they know version cycle how do you make sure that with every upgrade the integration is working and even within service now lot of time this instances get refreshed from a test to Dev and QA to Dev or Pro to QA so how do you make sure these Integrations are not keeping any hardcoded links or node IDs of of DM system how can it be one we don't want any hardcoded information the in the how when we are designing the system the second thing is how do you make sure the configurations don't get overridden every time there's a refresh between a prod and a QA so these are some of the things that we see these are the top seven or eight things that I see every time we do a integration project and that's it for my presentation thank you Charles thanks team yeah and just to point on that like like stay on the slide for a bit I love that you're talking about this is design considerations um like in the comment thread I think one of our big things is like when do you want information in a document when do you want it out of it and that's part of what my part of the the this uh session that that's where I'm thinking about what I love about this slide and how you presented Your solution um is there's all these other things that depending on your requirements you may need to consider and you need options and flexibility on how to to address them and again this isn't a particular endorsement um from service now towards Reva Solutions Beyond we're partners and all that already but I as an architect like how Reva Solutions approach this set of questions and if you are using other document libraries that maybe they don't integrate with you can see Terry's been active in the uh chat here like if you've got requirements come to Reva Solutions on them and you can they can can work with you on that but there's also other document Management systems that that Reva doesn't integrate with and maybe won't ever there's also other um solutions that integrate with those other document Management Systems when you're going to those you should be thinking about these things that that rev is thinking about here and listing on this slide this is an awesome list and what I think you'll find is with those more complex requirements if you don't consider this stuff upfront and design it up front you're going to get clobbered because you you broke some of those requirements down the line um so again I I really appreciate how Reva Solutions thinks about the this problem space thank you Charles that's very very good commentary I appreciate that and I just want to second that and what Charles said I mean you know being in the do management Space by the way my name is ntin D Enterprise architect works very closely with Charles and John uh so I can relate this concept and how seamlessly this uh you know fluid integration that you have achieved iser good to you I mean know this is phenomenal job I mean you know so it lot of learning lot of good information and this design consideration uh slide kills it I you know so thank you thank you Nan that's nice of you any last questions uh before we close the meeting a couple minutes early wow perfect timing on everybody I'll just take one quick minute Charles to talk about our next meeting and um and reach out to anybody that has anything to share in this area but I think the next meeting or possibly um over the next three meetings we'll start bringing in some of the people from our change management team we're have some discussions on Modern change management as well as release management falls into to that and that's been something that has been on the backlog of Charles and I for a long time that U we've had a lot of questions not about the demand part like ingesting a demand and how you massage the demand and turn that into work but the release part after it's all built and so we're gonna have um some guest speakers on that over the next few meetings if you have anything to parti anything to contribute to those uh please drop me an email and we'll have you um either come in and talk about a part or talk about some particular struggles in that area but again anything you want to ask the change management product managers uh please send it my way that's it Charles I think we're good unless you have any closing comments I think we're good um as you can tell we're trying to turn this from being more lecture into more interactive and some of that interaction can happen outside the meeting in the Forum so uh let's try and utilize those resources and we want to hear what's interesting you and what resonates with you and what challenges you're having so with that thank you