good morning afternoon or evening wherever you may be Welcome to our webinar on application portfolio management starting your journey all right we have our Safe Harbor slide just there may be some forward-looking statements uh in this particular webinar um so today's session is part of the live on service now a curated event series to connect you with service now experts and peers they can help you deploy your products and Achieve value faster and we hope you'll join us again on another webinar or 360 exchange you'll be able to see the schedule by scanning the QR code or using the link in the chat so this QR code you can scan it now or there will be a link available in the chat that you can access to sign up for future webinars and our 360 exchanges all right just a few housekeeping housekeeping items so we have saved time at the end of this webinar for Q&A uh but we ask that you please use the Q&A button at the bottom of your screen along the way this presentation will be recorded and shared on the service now community so you will have access to it later if you need to drop early or if you have a colleague you'd like to share it with we strongly encourage that and then after the event you will be prompted to fill out a short survey and we really appreciate your feedback on these all right just a couple brief introductions we have Mark cesto who's a principal products success manager with service now in our SPM hi Mark hello everybody and I am Rob Ericson also a principal product success manager in SPM all right we've got some objectives here for today so after today's Workshop it's our hope that you'll have knowledge and material to establish a minimum viable application portfolio PR practice or we'll all sometimes refer to it as an MVP so this will be three main areas what is application portfolio management next how can I build an MVP application portfolio management practice and finally we'll go through a road map of application portfolio management maturity and future success and here is our agenda and looks like someone raised their hand um uh at this point if you could use the Q&A if you have any questions and we'll have folks that be monitoring to to try to answer those all right so um here's our agenda for today we're going to go over a welcome and overview of APM uh talk about the common Services data model or csdm and APM how you can realize early value with APM and then some specific areas around that of setting up APM and building an inventory going through the EA workspace measuring the inventory and simple rationalization capabilities in demand Road mapping to materal your 8m practice and then we'll have a Q&A portion all right so next what we'd like to do is share a poll and get some feedback from you so Shan and kick off the poll all right so we'll leave that up for about a minute or so right so this is around just whether your company currently has an application portfolio management practice in place all right we leave that up for about 20 more seconds all right so from what I'm seeing with the poll results we have majority of you about 55% are just beginning and then we have about 38% that are using service now APM so sh results all right so thanks very much for answering that um then we have one more poll question and this is around if you do have an application portfolio practice how mature would you say you are so we've got just beginning of no maturity low maturity just a very little process and limited data some maturity where you have some most but not all applications are managed and you have some processes in place and some maintenance or high maturity where you have strong process and your data is integrated into your organizational processes all right just give you a few more seconds for that particular poll okay and in this particular poll share the results uh see it's pretty evenly balanced between just beginning low maturity and some maturity uh very few at high maturity and that's I think pretty much appropriate for this particular Workshop because I think uh um we're going to be going in really starting that starting your APM Journey all right thanks very much for all the participation in the poll all right so now I'm gonna turn things over to Mark cesto to talk a little bit about about APM and csdm thanks Rob welcome everybody thank you for joining us today we want to start off and just give you a foundation of what is APM just in case you're not familiar but and also so that we're all kind of thinking from the same page as we mentioned we want to help you guide you with this this program to help you establish a minimum viable starting APM program so APM is new it's it it came about in the 60s when IBM and the other Mainframe manufacturers were hosting Mainframe for these companies they were building applications even though they didn't call them that at the time they were applications they had to keep track of them it's been growing since with Y2K those that were around in the 90s and and the Eminence of the change to the New Millennium they you know there was a big push to understand what do we have who owns what we have what do we need to do will it survive Y2K does it have two digigit years or does it have four-digit years those kinds of things had to be addressed and so EA really Enterprise architecture and specifically the tool that Enterprise architecture uses application portfolio really started to grow um in the early days it was on static drawings um you know even before we had Vis people were drawing boxes and lines and the sort and they were storing things in spreadsheets as the 90s evolved they begin to move into actual applications and then late 90s early 2000s we saw actual beginnings of of SAS available information even though sass was not popular at that time it was it was it was all beginning let put it in a uh a database is is what people were thinking and how it started to evolve service now we have a take on APM unlike any other because we merge APM in with operations itom itsm and asset management we tie all of these things together also risk integrated risk management vulnerability we have the ability to bring so many different functionalities together so it's more than that list of applications and some architectural drawings we are putting together a system where you can have full visibility and management capabilities next if you would Rob so APM just kind of an overview what what is it you have the core it's that list of your Enterprise systems what we call business applications and you're managing that list there needs to be ownership it's true of any record in service now somebody needs to own it manage it take care of it especially your business application we align to the business through business capabilities we align Technologies we're not going to focus on that aspect so much today it's part of the road map but we do have other sessions coming for that and then there's information architecture our information portfolio this gives us a broad picture of what these Enterprise systems are doing where are the risks due to Technologies and and where are the architectures so this becomes a tool that very powerful for use in managing these systems and understanding what's going on in your your Enterprise next please so at the core of it as we said we got the applications we have technology alignment and Technology standards two facets of technology management business alignment we do that through our business capabilities we'll talk a little more about them capabil are what your company does and then information is what information are these systems using and then finally we have csdm this is where we tie APM and this is the real trick of APM we tie APM into everything else we have that visibility into operations and services how do these things really manifest and run what services are they supporting and helping to deliver where how can we we evaluate from lowlevel vulnerabilities identified in the data center that rolls up to these Enterprise systems so that the owners of these systems business and it owners as well as executive management can understand what's going on we're painting a picture of not just the trees we're painting the forest with this thing next please here's a list of capabilities that are part of enterprise are a part of application portfolio management you see at the bottom Enterprise architecture workspace that's the new doz all uh UI all of our functionality has been moving there uh or at least most of it but the key individual functionalities of course the app inventory Tech portfolio management Tech reference model that's that Tech management data certification diagramming artifacts apis and integration management app rationalization we're going to talk about that one a lot today business capability management these are all functionalities and guess what we incorporate all kinds of functionality from the platform including um at some point probably this year we're going to start to see artificial intelligence that's something everybody is asking about and interested in we're going to start seeing features that use AI but there's other things reports workflows all kinds of of of platform capabilities that are incorporated into this next please so what this looks like all of these different functionalities that are fullon programs within service now APM incorporates it it Asset Management itam itom the operation cmdb Discovery service mapping GRC integrated risk audits controls PPM this is how we take action we can see the Investments and the work that's ongoing itsm understanding how incidence problems changes outages all of these things are are measured and affect that application and then Integrations we have Integrations for total cost of ownership now we have lucid chart um to do diagramming we have PowerPoint later this year we're going to see our own diagramming coming forth next please so a picture of how this looks is we have that application portfolio management and of course first thing is just to build the inventory and we're going to talk about how you go about that today we give you some tools to help help you with it next we have capabilities capability alignment it's nice you've got an application but what is it really do for the business we want to understand that and then future in your road map is technology alignment and managing technical risk and then everything else this is what comes through that csdm um channel of it I itam PSM sa Ops risk all of them are involved and then finally taking action and aligning the insights that you evaluate your inventory you make decisions to fix things upgrade things remove things retire things all of these decisions feed into a single demand pipeline aligned to goals and strategies of the Enterprise and things happen and then it all circles back again next please so at the foundation of this you can't talk about APM you can't start your APM without a little bit of csdm understanding common service data model I want to talk about it real quick highlighted in red are the key elements that APM cares about now it cares about everything because everything gets involved but for today's conversation was keep it simple we have the design domain of common service data model that's business application business capability information object and then down in manage Technical Services down in that operations of the orange I just tell people remember orange we have the application service that represents a deployment of a system it's what ties the cmdb services and all of the things happening in operations it PSM that's what ties it together back into our application inventory the business applications couple of examples well first let's talk about our definitions these are three key definitions the word application kind of terrible um it you say application it means many different things to many different to many people what we want to do is be clear about what we're saying an application singular is discoverable Discovery will find it it'll find a database an application server uh middleware all of these kinds of things are discoverable and it's bits and bites installed on a server a container a a virtual server a web server or even platform as a service it's installed it's discoverable it's a single element doing some technical function as a part of a bigger hole which is on the right side our application service that's a deployment of the system that deployment might be production or development uat or it might be a West Coast deployment and an East Coast deployment the variations on what where a deployment is and what environment those are all the things the point is it's an individual deployment it's built of application singular and it rolls up to its highest level representative which is the business application business application is not an operational CI you don't put it on an incident although incidents can be bu the csdm pathways related to it and we can discover that we actually use that we we'll talk about that in another Workshop someday but the point is is business application is abstract app service is logical it is a represents of deployment application that's physical you can shut it off you can delete it you can remove it it's part of the application so uh next please let's look at a small example extremely simplistic we have a business capability email collaboration we have a business application that provides that um called exchange and I have a deployment of Exchange in production and it's got an application which is exchange v11 and it's running on a Windows Server I also have a deployment of SQL Server out there running on another Windows server that supports that application service this is as simple a model as you can get it doesn't include Technical Services business services this is the core APM csdm model business application is tied to operations everything in Orange by that consumes line and that is very important because so much of our functionality rolls up so as you begin with your APM Journey this is the thing that application business application application service perhaps I would say come first they're a pair and as we said application service they can be they represent an individual deployment so you got environments Etc but at least you want to capture the prod ones so next we've got one more example for you this is SAS what about SAS so it doesn't have Hardware there's no there's no servers or anything what do you do with SAS well SAS still has an application service representation here we're we're modeling workday it's a business application we have workday production here and we're showing technical service technical service offering that represents the teams that manage support and deliver workday to the the organization that on the rightand side we see all of these other applications that consume information at a workday it's our source of record for our employee that's that golden list of of employees and organ organizational hierarchy the HR hierarchy that's fed into all kinds of things and they consume it so very simple model but it gives you the concept of what do you do about SAS so there's lots of material on csdm we invite you to to consume it take your time but it is critical to have this basic understanding Rob over to you all right thanks Mark thanks for that great intro on APM and csdm so as we continue with this webinar we're going to create a scenario where I'm going to be taking on the role of an Enterprise architect who's starting his journey with service now APM and Mark is going to be the APM expert who will be guiding me along the path sounds good Rob so uh Mark how are you doing I'm doing well Rob how are you today honestly I'm a little bit stressed out so uh what's up what's going on so my leadership is telling me that we're spending way too much on our applications and we need to cut back to save costs but at the same time I have users telling me that we need more applications to provide all the capabilities we need yep so kind of cross purposes and confusing isn't it yeah so the good news is that we recently purchased uh service Now application portfolio management but I'm really not sure where we should start I've watched a bunch of videos and read the service now Doc site and I could really use some guidance around where I can get value from my APM deployment right away I think we can help you um what are your pain points documented yeah coincidentally I have a slide put together with those so we're currently hosting our inventory of applications in this massive spreadsheet but it is an absolute mess uh multiple users have access and we really don't have a standard for what you we should be tracking uh second we don't really have a way to identify which of our applications are providing value and which are not so it seems like the person with the loudest voice decides what apps we invest in as opposed to which are providing the most value um third uh this lack of visibility and how the apps are performing has made it really difficult for me to be able to identify what we should retire versus what we should rep platform versus what we should invest in basically I can't really do any app rationalization and then finally we don't have a way to map these applications to what they're actually doing for the business for example what capabilities they provide so is there anything you can do to help me Mark yeah I think I can this is this is the premise of our presentation today for for yourself and your team and our friends that have joined us we want to propose here's a way to get big value early on with APM there's all kinds of value to achieve all across the journey but it takes time it's not as I put it to some people it's a team sport everybody in the company gets involved at some point and in some way but what we propose today is it starts with establishing that source of record for your enterprise system your business applications you need some degree of classification what does it do it's a bi tool it's it's an HR tool it's general ledger something like you need that that's categorization and then you need ownership you need somebody you can reach out to and say hey tell me more about this hey you've got a problem all of those things that in and of itself having a dedicated source of record is highly valuable just right then and there especially if you make sure and that part of this is establish the process to make sure that it stays fresh that it's managed you got to have ownership those records next usea workspace to establish visibility it's designed to help you with portfolio Health just a view of the portfolio and various reports we're going to demonstrate it and and most of all we're going to demonstrate how you can start to get some return on your investment with rationalization and then finally establish a capability model your capability model doesn't have to be perfect to begin with just enough so that you understand understand what it does for the business and there's a key thing here what something does for a business capability doesn't necessarily speak to what it does technically a bi tool can support in health care for example managing patient records yet a bi tool is a generic tool but if it's supporting that capability you want to understand that you want to understand how risk from the application portfolio can roll up that's part of why we separate the concept of business capability from technical capability we'll talk a little more about that later but this gives us a foundation for what we feel is a really strong value statement all right thanks Mark so how do we get started so let's take a look at just dive a little bit deeper into this so we kind of have just a series of steps that we've documented here and next slide we're going to guide you in how you can establish your application inventory like we said we want ownership any other attributes that you have that you can capture easily you don't want to waste a whole lot of time trying to get everything just get a few things and make sure that you understand what it does technically who owns it and description to to be more descriptive Beyond just the category that way you can actually work with these things we can use the categories for simple rationalization assessing it start your assessments part of improving anything is measuring it so we've got some toolkit examples for you and we're actually going to show you today how to configure assessments run them generate scoring um rationalization we're going to show you how usea workspace to rationalize and then take action so in APM taking action means create a demand you may not be using service now SPM strategic portfolio management if you are that's great it feeds right into it but if you are not you still have demand available as a part of your APM subscription you can it's a way to define a business case the processes that you establish internally can take those business cases and handle them appropriately for your company NeXT so here's some steps just outlining it's a very short example but you know the approach is what we discuss establish that inventory um you might go vertical and get just your most important applications you might go horizontal and just get five or six attributes on everything you can find just understand you don't have to get everything before you can begin you can get a subset start to work with it and grow your program um categorize them Define what they do and then Define business value and Technical risk so that we can start to do simple rationalization we have a set of steps um there I'm not going to read it all to you you guys can read this this is all going to be a ailable for you afterwards but the you know the steps are basically decide your attributes get your information imported build that inventory start managing the inventory start those processes early especially processes for review and certification to make sure it stays fresh what is the value number one single Source record of the inventory that's useful for everybody in the company at least in it if not Beyond a bill ility for business it to understand what's out there who owns it who's running it it's a foundation for strategic planning it's also a foundation for technical function what what are these things doing um again basic rationalization can begin it becomes a value ad for it operations they just simply understand better What It Is This Server who's it belong to oh it belongs to this crown jeal application this is not just any server we need to worry about it um other things we we can begin to express the demands you can understand what work is happening across the whole portfolio across the whole company that in and of itself We Believe has value next so as to help you with this we built APM toolkit it's up on the community um we'll be adding more to it um we've added some to it um we're going to add more to it as time goes on um videos are kind of hard you're going to see some videos today but they're rather large so we don't have places to put them just yet but you're going to see a few up there and we're going to give you templates we give you stepbystep PDFs so it makes your job especially we're wanting to help the the customers out there you're just getting started and you're two people I've met dozens and dozens of customers like that you've been asked to build out APM you're all by yourself and you're you're trying to manage it for this whole company um it's pretty Dawning so we want to give you a place to start and want to give you some simple tools to help get you going so how do you begin first thing you got to do is set it up so setting up APM and we're going to demonstrate this in a video um you install the plugin you create at least one group we're going to demonstrate just one group but remember we're shooting for a minimum viable and then you import your inventory and you start to work with it so and it's typically your system admin that's going to be doing some of these activities not the Enterprise architect right exactly exactly you're going to have to get your admin honestly anything you do in service now you want to work with your admins make sure they are aware make sure that you're you're working with them and and that you're doing things according to their policies so we're going to show you a video just short video on setting this up all right you ready to start yep so you log in um as we said you want to log in as admin and go to plugins um technically it's uh applications now but uh I'm a little old school I've been here for a while so I still call it plugins so we're in the application manager you look for application portfolio management and you'll see um couple of family plugins one appc portfolio management that's it there's actually a convenience one that you're going to drop down just a little bit and you'll see application portfolio it installs app portfolio and the ATF test so it gives you a more complete installation um you could do the other one either way if you're going to load demo data don't do it in prod but in Dev it's a great thing to do so in here we're we're we're pretending we're in Dev and so you load the demo data it helps you to understand how the system works you've got examples can't beat a good example um and now it's time to go get a cup of coffee because this thing runs for a while U not for real here we've cut out the the waiting but uh it it takes a few minutes for it to install once it's installed next we want to go and we're going to look for Enterprise architecture your workspace so you close the installation dialogue go back to app manager and just type in Enterprise architecture you'll see it's a store application that's kind of important we update EA workpace four times a year rather than just twice a year so there's always something new coming with EA workspace right now and you install it it should install a little quicker quicker once it's installed now what we need to do is set up so that we can um have people start to use it so the way you do this is we're going to assign a role that comes with APM called APM analysts so we're and the way you want to manage roles assigned to people is you want to create a group put the role on the group and put people in the group that's the the prescribed way of doing this in service now for anything so we're going to create a group here called APM analyst you can add a manager to it um email if it makes sense um there's there's some other possibilities but simple enough just create the group um save it we're we're going to add the role and in the roles we want to search for snore APM you'll see there's all the roles we just pick analyst it includes all of those other roles so that's all you need is just that one so now we've assigned the role we want to put some people in the the group which will in turn will give them the privileges so that they can start working with ap so we put a couple people in it update and we're in business all right I'll make sure my system admin gets me into that group for in our instance okay so now we've set up APM we're ready to load the business applications so we're going to demonstrate how to use the simple list view import capability there's also a platform capability called uh import sets in either case you're probably going to want to have admin privilege to do this um but you and if not you certainly have to work with your admin they have to give you the permissions to be able to do this once again work with your Systema admins to to do this kind of import but this is just a simple way at it Rob you can go ahead and laun so as a part of the the toolkit and what we me mentioned befor is create a here we're going to use a spreadsheet so we create a spreadsheet that has a set of attributes we're just doing these six attributes name description category it owner business owner and status and so here we can go to the import see from the the list one of the things I can do is I can create a Excel template I'm already I'm using that spreadsheet that I created so it's already ready to go but I could have created one so I've got my Excel template I've got it populated and I select it I click upload and we wait for it to upload and then we're going to preview the imported data see that we've got records and then we say Okay complete the import and it's going to create those records so this is a very simple way to what it does under the hood is build an import set and import for you um it's a simple way to do it again import sets are much better but they require more of a developer so here we see we have our our applications imported we're now ready to start working with them so over to you Rob so would you recommend that people clean up some of their data our spreadsheet is a little bit messy right now would you recommend doing a clean up before or trying to do the import absolutely you you want to you know don't put junk in there just because you have it try to do some degree of cleanup um you also might want to reduce the set that you import import a few take a look at it make sure you're getting what you wanted that it's that it's working right and that sort of thing will help you um avoid having to go clean out the garage so to speak you know in the next in six months time so the cleaner you can be going in that's why doing a reduced set of attributes is also nice you speed up your implementation but you can be cleaner about it okay great so let's fast forward and let's say that I've now imported my inventory but unfortunately we really didn't have anything in our spreadsheet around assessing the value of each application so I really don't have a good way of comparing similar applications in case we want want to do some rationalization investing in some retiring others so what can we do there so the next thing we've got that inventory we want to take advantage of the indicator and scoring framework this is how we measure and in fact you want to improve every anything what do you do you measure it so APM comes with indicator and scoring framework it enables basic rationalization espe especially in EA workspace and we can Define sets of metrics by which to evaluate our application inventory um it's incredibly flexible and we have a lot of different customers working with it in the beginning you want to start simple and what we're going to propose is that we do it with just a couple of simple indicators but first let's talk about how it works so at the bottom we have data sources in the platform we have the ability to do assessments we also have operational data all those tables the incident problem change Discovery it Asset Management HR all of these tables any table in service now platform is is available via probably scripts or performance analytics those data sources can be gathered into a defined set of metrics we see indicator framework the two we're going to talk about today are business value and Technical risk but we have others number of incidents number of Change hours total cost of ownership is a new one that's out now so these individual metrics then are rolled up into a single score so that we can do a quick Apples to Apples comparison of our applications and that score each application has its own score using the the framework it also has all of the individual scores they're just rolled up in a weighted manner so the way that looks next please uh first we want to we want to over here's some definitions application scores can be calculated by all sorts of of means um we have actually five different ways indicators are individual metrics data sources again that's how we what we use to populate it how often some things don't make sense to do every month a quarterly basis or once a year or or or how we would do it a score profile is a mechanism that combines multiple metrics weighted taking a weighted sum so each metric contributes their weight to the overall score and out of the box we have 12 indicators in APM next so our data sources assessments very popular for that subjective point of view and don't underestimate subjective evaluation there's no way to understand customer set business value without doing some subjective measure there are means by which you can improve your results on subjective but it is very Val and in fact that's where we like to start performance analytics again that's a huge and and Powerful way to gather metrics of All Sorts especially from for example um it service man management instant change problems custom scripts that allows us to do just about anything reasonably within the platform you go find per application you go look at something whatever it is gather a value and say that's the value for this metric and and so it's again very powerful query condition is simply looking at an attribute on the business application or business capability both of those can be measured with this framework but it's a way to look at it and then finally indicators we can do a single layer hierarchy in other words we can can take a set of Base indicators and create a parent indicator that sums or averages their values and becomes a higher order meaning metric next so we see how these things can be put together you can Define profiles the your default profile it may not apply to Cloud applications for example so you can create appropriate profiles to convey and control how you do your scoring the indicators are just the individual metrics you just put them in there and you give them a weight how much does it affect you could make them all evenly matched or you could make them um where some are weighted heavier than others just depends upon what you're trying to do but the point is is you can create that Apples to Apples comparison and next so what we want to show you is a quick summary video on how to set up the business value technical risk assessments run them and get some scores the out of thee boox assessments they are yeah go ahead Rob so the out of the box assessments have one question on them and they're you know the it it doesn't do much it's meant to be configured on on your toolkit you'll find a paper up there that gives you some suggestions for questions to ask for business value and Technical risk so we're going to demonstrate how you can update those assessments again you're going to want to do this as admin um you can do it as APM analyst but life honestly is easier if you're doing it as an admin or as a application developer um as always work with your your admins so here we're going to the out ofthe boox business value indicator we see it kind of there in the middle and when we look at that indicator we'll see that it has two values that are important first the metric type that's the assessment and then there's a category indicators in APM are tied to a metric category so you could have one assessment that assesses all multiple categories and you have an indicator for each category so you could run one assessment that's a advanced topic that we'll cover at some other time here we're looking at the business value metric category and here's our list of Assessments and indicators and so we're going to um add a couple of questions here we already have two questions one's been added previously we're going to show you how to add a new one pretty straightforward you put in your question give it a name and here I'm just using the the same the question is the name um order that controls where it shows up when somebody looks at the assessment so we want this one to be third you can mark it as mandatory and this one we want to have a net promoter score we're using the MPS template it'll say you know it's basically a rating from 1 to 10 U and we want a numeric value for these we always want numerics uh text can't be counted if you will so we want numeric evaluation on in these indicators so once we update that we can go back to the indicator and we can literally generate the assessments now in this example we're going to use the generate assessments from the indicator record um we're going to limit who we send it to in this case we're just going to send it to one It owner we want to we want to make sure this thing is working and looks correct so um we can preview make sure that we've got some records and in this case we want the assessment to go to a particular user indicated on the application record the other alternative is you can pick a group and pick people out of a group so now we've sent the assessments to Able tutor we're going to impersonate able and this is going to let us to go in and we'll take the assessment so under self-service um and it may have been moved by your admins again work with your abins to know where this is we see we have our assessment and we see our questions AEL had four applications so we're going to evaluate each application and once we've done that we have the data source remember the assess is a data source its values just sit out there now what we have to do is we're going to go back to the indicator and we're going to run the indicator to take those assessment scores and create indicator scores so we went back to admin we go to application indicators and here I'm doing it from the profile that this is makes it really convenient it's going to try to update the values for all of these indicators um so but it's it's a convenient way to do it you can also do it from the individual indicator so I give it a fiscal period you know this was a couple years ago back in 22 when we ran this video um but now we generated our scores and what we're going to go look for is business value for those four applications and remember service now APM was one of them and we want to want to see what we got there's service now APM we got a 9.1 out of it a normalized value um the way the indicators work is it takes the the best value and the worst value and then the current value of that app and it generates that normalized value between one and 10 based on where you fall in that scale so you see that we got some values generated we now are set up we've measured we're now set up to evaluate it so Rob ises that that makes sense you know now you're at a point you've got your inventory in you know who owns it you've got some rudimentary um attributes of it we've done some scoring of it so you repeat all of that for 10 technical uh risk as well by the way and so the the summary of steps here is configure your questions for whatever business value technical risk or what we used here but build new ones or modify the existing ones to suit your purpose generate the assessments send them out remember that's the data that we're going to draw from one key Point here when you send out assessments all of them must be complete you must complete or cancel every single assessment before the indicator will pick up values from it so that's one thing to remember and then once all are assessed are complete generate your indicator scores and you're in business you're ready to go to that next level okay so would you recommend starting simply with the number of indicators there were a lot they were looked like they were available out of the box but it seemed like maybe you wanted to focus on just a few of them just when we're starting APM is that is that correct exactly it start you want to establish the process of it and get everybody used to participating but start with a few continuously improve all right and I'll definitely taking be taking advantage of that toolkit as we as we build out our indicators all right so now that we have our indicators I'm going to try to do a little bit of rationalization in our Enterprise architecture workspace yeah this is where you reap your benefit so Mark mentioned that this is relatively new um as someone who's also worked with uh the old application portfolio management home screen really this is this is a huge uh step forward as far as providing a single workspace for Enterprise Architects uh and there are many things that as an Enterprise architect you can do with this workspace so you can view reports on a dashboard regarding all of your business applications that you've loaded into your inventory you can get insights into some of the actions that you might want to take on your business applications and technology and you can also see a timeline of life cycle information around your apps and that related technology now some of these features will provide more value as the an APM implementation matures but in this MVP scenario I'm already able to take a look at the rationalization opportunities for my applications so here's a screenshot of the bubble chart where we can basically chart things from the metrics that we're receiving from our assessments on on a X and Y AIS and then we also can set a bubble size and so I am going to go through and actually run a video that showed my my uh attempts to rationalize some of the apps within my environment right what we're going to demonstrate is how to do application rationalization in service Now application portfolio management using the Enterprise architecture work workspace so I'm going to go into my Enterprise architecture workspace which is my single workspace for getting all the work done I need to do as an Enterprise architect and we're going to choose our application rationalization option all right so here is a current bubble chart of all of my applications within my environment and it's a little bit busy here so first a couple things I want to do I want to sure make sure my fiscal period is correct so I've chosen fy2 24 as my fiscal period uh next I need to filter this down a little bit so I can actually get a better understanding of applications that are doing that are serving a similar purpose that I may want to rationalize I have a few different options of how to do this I can filter on my application category I can use my application family uh I can use business capability to identify applications that are providing the same business capabilities or I can filter just on the plan disposition and that is sustain invest migrate retire or not defined so what I'm going to do is I want to filter on my application category and just look for applications that are customer support applications all right so that is decrease the number of bubbles now currently I'm using the functional Fit versus the business value as the metrics that I'm looking at that will determine where these bubbles sit on the bubble chart I do want to change that so I'm going to go into our settings and I want to use the technical risk score versus the business value score that we've seen in a previous demo on how to score applications so I'm going to select that right now my bubble size is C I'll leave it that way and I'm going to choose apply all right so now I've got four applications that are customer support applications I've got my service now customer service which has a fairly High seat uh and we've chosen to invest in that we've got a CRM application here it's kind of in the middle uh we're going to choose to just sustain that for for now so that's showing up in blue all right so then we want to look at the Glide off Customer Support app it does not currently have a disposition so we're not we haven't determined what we want to do with this application so for now I think I just want to sustain it because we need to do potentially some additional analysis to determine if we can get rid of it so let's set the plan disposition and just say we're going to sustain cck on update and we can see the color is now blue for that particular business application now then I have a application here in the lower left quadrant which typically we would suggest that these applications be retired so uh currently let's if we look at the plan disposition it's currently set to sustain let's say we actually want to retire this particular application and I can put in reasing is no longer used can update all right so now I've identified that I want to retire this application but how can I actually make sure that something is done that that application is actually retired so this has in our this tr. menu we can choose create demand which will create a work in our strategic portfolio management application to actually kick off the work so what we want to do is we want to retire this application okay so retiring and we can choose a start date and a due date so let's say we want to try to do this starting in April and have it done by the end of April and it will automatically identify the impacted business application uh that we're going to be retiring so create that demand and so now you using this bubble chart we've been able to set our disposition for the different applications that are within this particular application category and we've triggered an action to retire the applications that show up in the lower left quadrant and are may not be needed we can also see these items from a list view if we click on the list here are different business applications the different columns we could drill into one of these if we want to see more information about that particular application and if we click on the little arrow next to it we can see any of the current work that has been proposed for that particular application all right so those demands have basically gone into a backlog that's not a guarantee that the work is going to be done but at least it is now kind of on our backlog radar of what uh What uh we may want to do with our business applications we also with this view you can see multiple potentially multiple demands if we have work that may have been intended but then we're going to retire the application we may then want want to basically cancel that other demand or determine if it's actually necessary all right so now I can rationalize my inventory based on my product category but that field is somewhat limited so Mark I got a question is there a better way to identify the business capabilities my applications might uh are supporting absolutely um and that's our next topic we've mentioned it a couple of times we want to understand how this our applications are supporting the business so Enterprise architecture workspace for a long time we've had business capabilities EA workspace makes it so much easier to manage our capabilities now capability has a particular definition it's the ability of an organization to do its business activities successfully and fulfill its goals it's what your company does business cap capability mapping we use uh configuration items cdb relationships a particular sort called provides provided by actually provided by provides the capability is the parent the application is the child and that's how we connect them to say this application is providing or helping support that capability so if you don't know where to start for many many years now been recommending that people go take a look at apqc it's a uh organization out there that has defined industry specific process models but the top three levels of their their process capability framework make excellent capabilities and so um level one level two three capability subc capability subub capability and you see how kind of how it might break down at the top level we have develop vision and strategy develop and manage products and services a lot of these capabilities are generic and applicable across all Industries all PE all companies but they have particular industry specific ones for medical for financial services Etc and so we recommend go take a look it's a great place to get a start um you don't have to use all of it you can take what you need if nothing else it'll give you an idea so in EA workspace you go to EA workspace you go to the business portfolio section you see it there on the left hand and we see our capability hierarchy up to six levels we can expand and collapse and we see the applications Associated to those capabilities the aligned application we see the scoring capabilities are traditionally scored on a people process and Technology uh metrics those metrics just like with our applications roll up to an overall score and the thing that we show here is we show the overall score for everything because apps and capabilities have overall scores the capabilities themselves um particularly the leaf level capabilities will have the people processing technology in the um Sub menu we have um some great functionality create a sub capability this used to be a 20 click nightmare to create a sub capability now you can do it in just one click nice little dialogue and it does it it creates the capability makes it the child of the one that you're clicking on and and Associates it you don't have to go through a bunch of forms you just you do it in one single thing assign a business a application another thing that was a nightmare this will do it it will create the proper csdm relationship for you you no longer have to worry about data problems because somebody picked the wrong uh relationship type we can take action we can create a and and then finally we can view the road map if you have SPM license strategic portfolio management and have installed strategic planning you can see a road map for the capabilities and the applications on this page so we're going to do a little quick demonstration of using capabilities in EA workspace so start off in EA workspace click business portfolio third icon down and you see the the layout here you see the hierarchy you could expand it contract it and you see Associated applications at each level and you see our scoring overall scoring as well as people processing Technologies um you see there's a couple of ways that we can manage the hierarchies and create new capabilities the right hand right click is the way that we prefer here and in this case we're going to create a demand you notice that it picked up the application and we picked up the capability and we created demand so that we can start to do something in this demo I have spw so now I can go examine the road map of work that is ongoing for this capability so there you go rob you can use you you have your business alignment um again I want to emphasize use demands in APM to take action this is where you build your business case and then finally if you have um spw this is where you can view your road map um there's also a linkage in EA workspace that will show you your demands if you don't have spw but this is a nice view you want to see and understand how things stack up what's going on all right well thanks very much Mark uh I feel like now we have a great start for uh my APM Journey um I think so too yeah so let's say I've gotten through these initial parts of of the journey I've gotten started what would you say are my next steps in maturing APM so we want to look at Mater as we mentioned in the beginning there's lots and lots to APM and guess what it continues to grow especially in the Enterprise architecture role which by the way the EA the role of the EA APM is a tool for the EA in some companies and it does depend upon your company EA's own application portfolio management and they're the ones responsible but to be very uh pedantic about it it's a separate role your application portfolio management admins are providing a tool for EAS to go do their job because EA's job is is be the Layon between business and it and and technology so that application portfolio is a huge invaluable tool but it's not the end off so some companies the EAS do own EP AP M but um at least half the companies I see they're a separate organization they only want to utilize APM so you think of it in your mind as you have APM and then you have your EAS they work together they collaborate because there's a lot of functionality by which they do want to collaborate but it is a separate function so in maturing APM one of the first things I want to point out there's a guy setup so you don't have to use this but this gives you quick access to all kinds of things the application portfolio the business portfolio you can set up your jobs for the indicators you can populate things some of the reporting there's so many functionality no way we could cover it all today but all of your setup can be covered here and this is a great place to go to understand more of what's out there in a M and manage it and run it this is for your APM admins so next what we want to do and the way we speak of it there's we've have crawl walk run models we also have the fitness model this is the official maturity model for APM so at your first level maturity is basic application inventory you get that inventory in guess what we did that today so you're level one already next consolidate the inventory into one place we've done that also today so Rob you're at level two already this is pretty cool align it to the business we've talked about that today so now you're at level three just by following the recommendations of of what we're doing today next is you begin rationalization and you continuously improve your inventory more attributes that have meaning and those attributes become leevers they become measures for rationalization and management and providing General usage to Enterprise architecture operations the business finance SEC Ops all of them have involvement they have a piece this is such a valuable inventory and then finally top level integration of technology understand top to bottom from the business all the way to the plug in the wall what are these application doing who owns them how do they work where do they have issues measure them manage them and get improve your overall operational you're managing the forest from the forest not from the trees not bottom up that's key then next is here's a set of metrics and and kpis and critical success factors just something I don't want to read all of these U but it's some things to think about as you take this on these are things by which you might measure your program the next um this is an purely an example of a road map that you might set up mult notice it's multiphase so in each phase we're going to do certain things first obviously establish that inventory Sometime Late phase one phase two we align the the capabilities to the application csdm alignment begins immediately as as best you can again you got to work with the itom discovery and your admins to do this but get started early with it assessing the application again we talked about that today and getting started and then next we have other functionality alignment to itsm that's a phase two phase three sort of thing technology alignment can take quite a while has a lot of dependencies super powerful keep your eye out for future workshops this year we also had some that we did last year on TPM and trm Technology reference model and Technology portfolio management we've put a lot of information out there on these TCO this is some new functionality and we can ENT with um third-party products like APO nikus and proven Optics to gather those costs and roll it up to your business application so you can use costing as a part of your evaluation it's pretty critical you can manage your digital interfaces and Integrations this is API management and finally manage your Enterprise artifacts modeling these sort of things you're going to see a lot happening in this area this year so take this as an example but build your personal road map this is just like anything else establish your objectives Define your key results and move forward continuous Improvement all right and my company actually owns uh strategic portfolio management as well so we might just build this road map out in uh in sbw all right so Mark you want to just uh talk a little bit about the toolkit yeah so as we mentioned we created a toolkit um it's been out there for a while we're going to make some improvements this year APM continues to grow our toolkit needs to grow so keep an eye on it this is where you can go and find material that is absolutely related um templates stepbystep guides for doing the assessments all of that is public up there or linked um In Articles to help you get your APM started all right fantastic a couple more slides before we get to Q&A uh first uh we ask uh that you join our evangelist program uh this will provide you opportunities for personal and professional growth with application portfolio management so just scan this QR code that's on your screen to go ahead and get started I think that will probably also be linked in the chat give people a couple seconds if they want to scan the QR code now and then we wanted to identify that you could have a skilled team that could help you achieve your business goals faster so uh you can review our Technical Training guide linked on this page to see how you can use the learning credits in now learning to upskill your team and accelerate learning with on demand courses live classes Hands-On labs and certifications uh and you can boost adoption and get more value from your implementation with with custom Training and adoption and then we also have expert services that can give your service now implementation leading practices to accelerate time to Value while reducing risk we can either lead your implementation or collaborate with your implementation partner in a C- delivery engagement to boost your implementation success so there's a link on here of getting to our expert Services Community to see how uh you can get you can help set up your implementation path for long-term success with expert Services all right all right if not I think we can close out thanks very much Mark for all of your Insight on service APM um now I guess uh does that survey automatically pop up for the the closeout survey I think it comes out in an email but I was GNA say check out that start your toolkit on community ask your questions there that way everybody benefits from your questions Rob and I are going to monitor it and and we'll get back to you and and watch for improvements in our future workshops thank you all all right thanks very much to all the participants again please answer that survey uh when you get it uh if you can and uh have a great day cheers