you have a good representation of people through the country here people from anybody [Music] else all right it's three minutes half of the hour here we're gonna go ahead and get started so thank you again everyone for joining we're excited to have you here today and share some U wonderful information with you that I hope you'll find extremely helpful as you're setting up your plat form and getting ready to be um um do any upgrades so before we get started of course we always have the uh Safe Harbor slid so if there's any comments made during this webinar they are not meant to be Promises of future features or uh capabilities that will be in the platform we just have to make that uh caveat here and um also just want to show you what's going to be on the agenda today so we're going to start about um talking about service now configuration really basic configuration things that you need to know about then we'll talk a little bit about core configuration with users and data and then we'll move into a discussion about Integrations and um maybe your favorite section we'll talk about gacha's Lessons Learned here so that you can make sure you do it right the first time and then we'll have a little brief section on governance and how you can use that in general and also to make sure that you are always ready to take upgrades so um I'm sure you'd like to know who's going to be talking to you today my name is breida Koke and I'll be host today I've been with service now almost 15 years and I was a um customer engagement manager for the first 10 years of my career at service now so I've been out there with you um implementing our product and I'm looking forward to sharing some of my um wisdom I guess you could say with you um beu do you want to go next hello welcome everyone um I'm a senior platform architect based in Munich Germany and I'm glad I will be attending this webinar I hope you enjoy it thank you I'll go next everyone I'm Chad wayy I'm also platform architect uh I'm based out of applon Wisconsin so about 30 minutes south of Green Bay so I'm up here in the frozen tundra um I've been in the service now ecosystem for almost 14 years now so I've been a customer partner and been an employee for the last six years or so so glad to see everyone today glad to have you and Gary and I'm Gary uh everyone knows me as a junior though uh I'm been in the uh I've been in the service ecosystem for about 12 and a half years now uh nine and a half of those with the company the rest of the time as a uh as a customer so I'm a senior principal platform architect as well and also certified Master architect glad to be here and to chat with you guys all right so you can see we have a a group a panel of experts here to go over this information with you today um and before we get started let's just kind of level set on what the goals are for the webinar today so obviously we want to give you an overview of how to do your initial setup and set you up for long-term platform of success and then provide you with guidance on these steps and additional best practices um Empower you to own your your instances confidently um you know make sure that you feel like you have all the information you need to manage your instances and um also move forward on them with additional features and capabilities and then um obviously to make sure that you can keep your platform upgrade ready because if you can't upgrade you can't um keep up with all of the innovations that we're putting into the platform and that that's kind of counterintuitive um and so then before we get into the meet of the matter here we just want to have a poll here first and just want to see how you are all feeling uh in your confidence level of setting up the platform and this webinar is intended for net new customers but I understand there could potentially be some existing customers on here as well um and so the pole is going hot and heavy here um it looks like somewhat confident is going to take the lead but we'll give it a few more moments here because we've got about um 50% of people have answered the poll so keep those um answers coming and um we'll take another poll at the end of the webinar because we're very much hoping that we have moved you from somewhat confident to a higher level or not very confident to a higher level and I see some questions coming in here um we weren't going to talk specifically about on Prem um but if you have questions um during the webinar please feel free to drop those into the Q&A because at the end of the webinar we will have a time for Q&A and if we don't get to all the questions then I gather those up and get answers and create a blog on our community site under discussions new customer onboarding and you can find the answers to the questions there if they get put into the chat we might miss the question so really encourage you to use the Q&A function for that um so I think we can end the poll now here it looks like somewhat confident around 41% was the leader and let's see if by the end of the webinar we can um pull that up a little bit all right so um we're going to go over to our first topic which is around instance configuration and I'm going to turn it over to Junior hey guys so glad to have you guys here and uh so I think you've all heard the old saying an ounce of prevention is worth a pound of cure or if you're outside of the US maybe it's h 28 grams of prevention is worth a half a pound of cure so um a a common theme throughout our discussion today is going to be beginning with the end in mind so it's a lot easier if you start out down the right trajectory to hit your target than it is to have to change your trajectory midf fight so that takes a lot more resources a lot more effort so if we focus on what what success looks like then we know where to uh we know how to build our path to get there so part of that success is going to be uh initially identifying your key objectives so what does your leadership want to accomplish what are your goals for service now and before you get to this before you get to step that this slide's going to talk about hopefully you will have already identified those goals and worked with uh your fabulous account team to obtain all the entitlements and licenses so whenever you get to this stage here typically you're going to be working with maybe an implementation partner or service now uh to begin the deployment so there's a few things you want to have handy whenever you start that on your licensing you're going to want a list of all the uh different entitlements you guys have the different plugins and store apps Etc that you guys are entitled to you're going to also want to know which email account you're going to use is what I call the syn hole email account so basically during the deployment you're going to have an email account that all of that the system will direct all of the emails to you don't really want to be notifying people uh in your company that they have an incident whenever you're still working on the deployment so I had one customer once they they failed to create a uh they failed to create a sinkhole email account and someone created an incident for the CEO well their uh their email system worked and he got his email saying he had an incident and they were not live so uh that's a pretty important step you want to know and already have that email account handy and ready to go so that you guys can enter that in at the beginning uh also you want to provision an admin account so whenever you guys are s to your your information on your initial login it'll it'll be admin and and some crazy long password you don't want to use the base admin account to do your initial configurations you'll just want to use it to create your other admin accounts and what I'd suggest here is to make sure that that the system admins that you end up having used that that you will end up configuring make sure that they have at least two accounts so one is going to be their admin account one is going to be their normal account like their if they work support pick or or if they they need to you know use the portal or whatever they'll use a normal account so make sure for separation duties sake and for preventing people from accidentally developing stuff in production I've KN I knew one guy once who developed an entire application in production on accident so uh we want to make sure that they have separate accounts between their normal account and their admin account so that we don't mess that up so um the the last step on this uh the platform box here is going to be making that you set up all of your users inside the now support portal so you want to make sure you to find a list of users that you guys are okay with creating support tickets and try to keep that list to minimal I've had customers before who have had over 200 people who could create support tickets in the support portal and the problem there is making sure that the tickets are created Pro the support cases are created properly and making sure that they're even needed because we want to make sure that we do proper troubleshooting before we gaug support and if you have you know dozens or hundreds of people that can create those cases you don't have any way to control that next is branding most companies have standard branding that they want they have standard color palettes standard logos make sure you have all of that ready because whenever you do the initial uh instance configuration and set setup I'll which I'll cover a little bit on the next slide you want to have all of that stuff handy so that you're not having to go to marketing or whatever group holds the keys to to those to all those different settings so make sure you have all of that handy we don't want to waste our time whenever you guys do start engaging your deployment partner because time is money and finally the foundation data so uh Sean's got a link I think he's going to share in the chat of where you it will guide you guys to how to create your import templates so on all your foundation tables you want to have your import templates ready for the initial what I call seating of the tables now initially your foundation tables ideally will be being uh managed by your different Integrations but whenever you first set up you won't necessarily have those Integrations ready to go yet so you'll need to initially see a lot of these tables with data and these import templates they're very easy to generate you can uh you can fill those out and then then import your initial data that you need to be able to proceed so on the next slide I'll go ahead and cover a little bit more in detail um so on the left kind of the layout here we call this the left nav bar or the left navigation menu so if you see the system properties that has the little drop down arrow beside it it's highlighted in in a bolder white those are called menu items and the things underneath them are modules so usually we call those applications and modules but now they're menu items and modules with the terminology there so under system properties there are a lot of different modules where you can configure the various system properties so primarily I want to focus on the three I have highlighted in red the basic configuration ui6 the UI properties and the Emil property so these going to contain a lot of the different ways to configure the items that I mentioned on the previous slide for instance on the basic configuration ui6 you can configure the bra browser tab title the system time zone Banner image system date format uh your system time format default colors and things I won't read all of these but there are all there are a lot of other configurations you can do on each of these three items I've called out but I didn't want to make sure in the PowerPoint that I did highlight a few of the key things that I see everyone uh is interested in configuring there so that's going to be where a lot of your initial configuration will be and then on the next slide I will dive into a few tips so I've done probably I don't know between 30 and 50 deployments so there there's a lot of things that you learn as you do different deployments and uh a key a key thing to making sure that you guys are successful is making sure your instance is your instance is sized correctly so before you guys go live about 10 days before you go live you're going to want to fill out an instance assessment so in order to fill out the instance assessment you're going to need to know your sizing now a lot of the sizing stuff you guys will have already identified during the cell cycle uh because you guys will need to know how many licenses you need for the various products but overall we're going to need to know you're going to need a few key metrics so one is going to be how many users are You're Expecting how many concurrent users specifically so you may have 100,000 users but you may only have 10,000 users concurrent um I've seen all variations of those so which applications are you going live with how much data uh will be imported today and on the instance assessment they really like to focus on how much gigabytes how many gigabytes in data are you going to be importing per day that may be a little bit more difficult to get because usually we talk about how many rows of data but the problem is not all rows are the same size you may have some tables that have rows that are three or four times the size of the other tables how many configuration items are you expecting your cdb and how many Integrations and integration calls per day are you expecting so the instance assessment I've uh I've got the KB article number there if you go to the support portal and look up that KB article it will give you everything you need to know about how to kick off your instance assessment which is where It'll ask for the previous questions that I just mentioned and it'll have a lot of other really good information just bear in mind you need to fill out your instance assessment at least 10 days prior to go live and they really don't like you to do uh instance assessments more frequently than each 60 days there are several different um caveats around uh when to perform an instance assessment but that K article will walk you through everything the final thing I wanted to tie off on is the explicit rolls plugin so this is one that I really like customers to turn on at the beginning of the deployment before they begin any work the explicit rolles plugins a very important security plugin and what it's going to do is it's going to make sure that every user and every ACL which is your Access Control Ro Access Control list has at least one role tied to it the reason why this is so important is if you don't have explicit roles plug-in installed and you create an ACL without any roles on it you're going to potentially Grant uh visibility to data uh to a lot more users than you plan on explicit rules kind of it's a safety there it makes sure that you don't create blank ACLS that just open up the flight gates for the data so it's a lot easier if you do that at the beginning once you're already live it's a little more difficult to turn it on because it's going to go in and it's going to add roles to every ACL and every user and you may not be ready for that so that's kind of uh those are the tips that I wanted to tie off on and I think next we will transition to thatu thank you Junior so this is the part which already g a little bit mentioned and why it's so important as the name says it's the foundation data uh the quickly story I experience a lot with customers if they don't set up this right they really struggle afterwards it's a lot of effort because the whole platform uses this data in every aspect of it so setting it right from the beginning is really the way to do it so when we look into it we have our um core data which is including support of business operation capabilities for employees or and or customers who will going to interacted service now this would include the user roles access permissions the grouping Etc uh the company data itself would mostly include businesses units and departments and locations uh besides that we would have the product and product modules which will have software Hardware applications services their specific versions and if you need to explain them you are purchasing them and you want to operate with them this is the way to do it and most important about Foundation data someone who knows about the csdm framework but already on have this idea where I got this view um it's very important that you organize your data on the csdm framework it will include categor categorizing user foundational process referential data and importantly putting them on the right tables so basically following the csdm framework um so um it's very important that you get them right from the beginning as I said and as junor also said you can do it through an importing the data if you don't have any Integrations ready the integration part will be also covered a little bit today so you have different ways to get the data right from the beginning um so most importantly why it is so important again because the business needs the data um for the operation and services team uh to make their decisions on really important K initiatives and uh we will also share a very nice presentation from now create which also gives a good overview about this next slide please so you have here little bit some information how you can have your best set up your uh groups and users I'm sure some of you are already aware of them we have a inheritance role and group which you can use that's how we suggest it always set your roles through the groups uh consciously Define your roles because they always have license implications and the Privileges also have the Au authorization if you don't do it from the beginning it can cause issues who's accessing what um it's also important that you um the the usage at impact of the data um get it from somewhere trustworthy or if you are doing it within the instance again look into they are set right and also uh most importantly do have a auditing and uh certification for it and as I showed in the previous one every Foundation data should have the data Steward because you need someone people taking care of them having to over weap about it thank you next slide please um as I said you need to um have a information how you get this data most of the time you will have can have Integrations to alup you're getting this information to the instance for login and the uh to get your users in you would have the authentication which you will um also mention in the next slide um you would have a of course for uh easy usage you would have to put the uh you should do a SLE sign on uh you would do also get your Technical Resources set up from the beginning because it will be always challenging to get those information afterwards and of course you will need to set the Integrations once you are already um on the instance and working on it if you all have defined all of them next slide please so we have different authentication options uh to be aware all the authentications are the standards we have and we also add with different versions also uh in additional authentication methods or Technologies coming up or like the adoptive authentication which is a specific thing H helpful to customers to do IP based or group based authentications it's very important that you are Rel decide from the beginning your authentication me mechanism because you don't want to have people local access to the instance because uh you cannot follow up and uh secure in Secure your instance without setting them properly up um this sem semil authentication method is as we already know it's a standard where you um um exchange security information between identity providers and service providers alap you already mentioned it's about to get the credentials from your alab server for easy access o is also used very commonly it's very important that you put the O authentication also your Integrations because if you don't put it from the beginning I seen that for years you customers use the same integ username and password not touch it and it's a very big secur security bridge if you don't have other means to secure your instance for the Integrations uh the certificate based authentications are mostly used with API request uh you use a certif certification Authority and with your personal identity and or an access card you can log into the instance um most importantly because of again security reasons you should definitely have a multiactor authentication we support several of them and you can set them on the instance how you would like to us and with the open a ID connect you can use really different uh multifactor uh providers available and as we already talked with authentications and Foundation most importantly we also have the Integrations we want to set the Integrations up for Success from the beginning and that's why we are transitioning now to check thank you yep hey everyone um so Integrations right huge huge topic comes up in virtually every every conversation uh we're not going to get too much into the technical components of Integrations today right we're not going to talk about protocols or any of that because we could spend multiple days just on those topics uh instead today we're going to talk about you know kind of what are the what's the core landscape of Integrations look like in service now what are the conversations and considerations you need to to make when um when onboarding a new integration uh so when we talk about Integrations you know typically it falls into one of three primary use cases U there's process Integrations which are usually you know very data Centric involves a lot of data transformation and enrichments uh very much tied to you know a process or actions being taken on on records inside the platform uh then we have UI Integrations which you know typically don't involve um you know a lot of data enrichment necessarily um you know think of things like stock tickers company announcements uh Maps Integrations things of that nature things that doesn't necessarily um live inside the database you know on service now but are are brought up and presented to a user at that appropriate times in order to kind of drive a better user experience as they're working you know say through a portal um and then thirdly we have data Integrations which are very much foundational in nature in a lot of cases um you know think of things like user Imports you know group Imports um you know things aren't necessarily tied to any one process but are really really critical in order to drive work through across the platform um you know for you know a number of other applications uh now in terms of solutioning for those three use cases uh those typically fall into again three buckets right we have kind of store and vendor Integrations right those are things that are pre-developed pre-pre right there's still always going to be a little bit of configuration needed for these uh particularly for account access and and kind of tying them to your process um but those are you know typically fully supported either by us or by a partner or a third party vendor that is um you know providing that particular integration solution uh they're oftentimes found on the store but don't think that you know the store is the only place there are some Integrations out out there that are provided by a third party that um you the the solution set if you will is provided on their um you know their own internal support sites uh so if you if you're not finding it on our side don't forget to check the the other side of that integration if it is a third party Tool uh secondly we have integration spokes or sorry integration Hub spokes uh that are part of the integration Hub offering uh those again very much like our our store versions uh very kind of prepackaged pre-configured um very flexible in terms of building those kind of components of an integration into your workflow um and those are also fully supported by service now uh and and thirdly we have custom Integrations right and custom Integrations are extremely flexible um but they're also extremely risky if if done improperly right you can uh you can let things kind of spiral away from you very quickly and and have you know a certain degree of integration sprawl uh where it gets to a point where you really have no idea how many Integrations you have now you have no idea how many accounts have access to use your apis and it can get away from you quite quickly so you know in the next couple of slides we're going to talk about some things that you can do to kind of control that so the the biggest part of all of this when anytime you're evaluating a new integration is really understand expectations right you've got to have some very important conversations and you got to know you know what the total picture of that integration looks like it's not just about am I using you know a web service call or am I doing an ldap import it's way beyond that um so the first three things you really need to get into is you know who controls Integrations or that integration right what what's going to trigger these transactions to take place how fast do I need to be able to to run these transactions and how much total capacity do I need right how much of this uh integration activity is going to be taking place within a certain given period of time um which we'll talk about in a minute but that can vary right so in order to kind of get to that level of detail we really need to focus on kind of three main areas just to get the conversation started right the first one is directionality uh directionality is really really important it can help you understand you know who that owner of action really is at any given time because you know when you're exchanging data especially both ways uh who's the source of Truth who owns certain data elements that that can change right it can vary based on you know where we are in the a particular state of process it can change based on which data element we're talking about right if I have two systems that are integrated with one another one may be the source of Truth for State while the other may be the source of Truth for assignment um you know those those scenarios can happen um so really understanding not just the directionality part of it but the ownership of it um really helps you get the right controls in place to prevent things like uh you know conflicts in the data Exchange uh and eliminate a lot of the ambiguity on you know where we are in a process um when there is an integration at play uh the second one is is volume um and these next two volume and frequency and throughput really really help paint the picture of that capacity part of those three questions that I brought up um you know volume is really important we need to understand how much data we're exchanging when we talk about an integration we need to know how that exchange is happening or how that volume plays out in terms of time skap right if I'm sending 3,000 transactions per day when I'm solutioning it it's a very different conversation than if I'm sending 3,000 transactions per minute right the considerations I need to make are very different uh and the other thing to not lose sight of is is you know is volume cyclical um you know if you have an integration that say that say may exchange you have 30,000 transactions per day but 40% of those is between 8 and 9 in the morning and 40% is the between four and 5 in the evening and that other 20% is kind of evenly dispersed between those two time periods well now I know that I have a higher amount of Demand on me early in the morning and I close a business so if I have you know a Reconciliation job or another integration that I'm looking it putting in place do those overlap with that or with those two high demand um time periods right maybe I don't want to run a Reconciliation job at the end of the day maybe I want to run it a little bit later so that I'm not putting even even more Demand on my instance you know during those peak times for an integration I think a lot of times we talk about Peak volumes when it comes to user contacts but we don't necessarily think about those things when it comes to integration trans integration activity uh or things like scheduled jobs uh the third one there frequency and throughput uh again the frequency of these Integrations right there's there's the volume part of it of how much data I'm exchanging and then there's how frequently I'm exchanging it right am I doing a job once a day right a a kind of bulk Import in the morning uh or is it something that's more kind of tied to to a process that triggered you know throughout the day almost real time um you know that frequency can have an impact on what's the appropriate solution for that particular integration uh and that kind of frequency and volume can can be put together to help you understand what that throughput looks like and again that throughput can also be cyclical right I may be exchanging ing the same amount of Records throughout the day so the volume is consistent and not cyclical but the throughput may be right I may have a huge influx of transactions in the morning as people come on or come online and then throughout the day it's more even um so that's that you know that cyclical nature of frequency and volume um will kind of help paint that picture so we move to the next slide it the all the of those questions and all of those conversations help you you know kind of lead to answering a couple of key things right so efficiency in the integration is really important you want to make sure you're solving in the right way so you know a scheduled job is not ideal for something that needs to be you know near real time uh it's not ideal for something that needs to be by directional but on the flip side of that an API based integration uh you know web service ation may not be the best solution for you know a large import of of say you know a data dump of you know 100,000 records every day right so understanding the Dynamics of those conversations we just had um with regard to volume and and throughput and things like that help you make sure that you have the right solution in place um secondly we need to make sure that we set limits um you know if we understand what those expectations are we can use things like transaction quotas and API rate limiting and Concepts like that to make sure that we have some boundaries put on the instant so if an integration does run away from you you have some level of protection from it um to give you a really good example I had a customer who had an event management integration and they were getting somewhere between 10 and 15 events per minute right pretty high volume um but anyone that's on the call who's kind of operated in that kind of monitoring operational Health space can tell you there's there are things that can happen that cause well you know like an event storm or a message storm and there would be cases where you know a couple systems would get accidentally put into a debug mode and now suddenly their volume or their their frequency went from 10 to 15 events per minute to 10,000 events per minute like you completely just slam that integration right so when those storms happen if you have API rate limits if you have transaction closes in place you know boxes or um thresholds that you've put in place to prevent the things from impacting your instance you know that's a level of protection that that's really critical so if without having those discussions and knowing what those expectations are it's really hard to figure out what those limits should be uh and tailor them appropriately um the third piece there is is you know now that you know all of these things you can track your Integrations much more closely right you need to almost have um you know an integration contract kind of like we have architecture contracts have an Integrations contract right every integration you have you should have clearly documented you know what it's for who supports it right um what's the expectations around volume and and uh and throughputs and you know everything we just talked about you document those things and and re revisit and revise them on a regular basis uh if you if you don't track them and keep everything kind of well governed and controll you inevitably will find yourself in a situation where you have Integrations doing things that um you know you don't know about right or you've you've H hit a peak amount of volume that you didn't expect U because you have Integrations doing things that you didn't prepare for uh and the last piece I'll leave you with is is really really understand right your your retry and Recovery model you know set some standards set some guiding principles right every integration is going to have a different solution for this but have a guiding principle that no integration is going to make it onto your platform without some of these Protections in place if there's an outage or if there's a degradation in integration you know who is responsible for performing a retry right when do you do a retry who is responsible for you know running the recovery process right if I have a an import that runs once a day and it fails who's responsible for rerunning that import can it be done automatically are there things that need to be staged in the instance before they can rerun it right so again there's no one solution that I can give you for that because every integration is different and they are very tightly coupled oftentimes to the state of the data or the state of the process but having some guiding principles and having that as a standard that is required for any integration is really important and with that I think we're going to start a new poll yes we are thank you Chad and Vu and Junior for all that great information um so we just kind of want to know you know which of these topics has really been the most helpful for you and boy they're going in Fast and Furious here um yeah there's um looks like Integrations is kind of taking the lead here and um sorry bayu and and Junior but um seems like most people had got questions about or concerns about Integrations so that's good oh it's hard to compete with Integrations here so that's a right that's that's the part everyone all right it looks like the the poll has slowed down here a little bit um so yeah it um Integrations is clearly in the lead with core configuration second and system setup third um so thank you for responding to that everybody and then we're going to get on to another topic which I hope you will find to be of interest call it the avoiding gotas um and so I'll kick this conversation off um you know what we're talking about here are what are some of the lessons learned from previous deployments that all of us have done or you know information that maybe unfortunately service now doesn't make um as prominently available as maybe it should be to help you when you're just getting started so we kind of want to go through a few of those types of um topics and I'm going to start it off with uh when you're doing upgrades you know it's really easy to think that that is a good time to um because you're already messing around in the platform to bring on another um product let's say you wanted to bring up CSM or something else um we actually recommend against doing that because when you're doing an upgrade we recommend that you really focus in on the upgrade because you have enough uh different balls in the air and things to juggle to make sure that the upgrade goes smoothly um and resource usage that we really recomend commend that you just keep the upgrad separate and then you don't have any confusion of well was this caused by the new code or was this caused by the new code that's coming in with the upgraded version of service now um and um obviously we've talked a lot about starting with the end in mind um I think that's been kind of a common theme here um and you know we've got the data governance here I don't know if anybody else wants to jump in on this one uh with me but I've definitely seen customers bring in all the data that they had in their previous system or want to and yeah definitely they're gonna right yeah and and so a lot of the customers that I've worked with have very old processes some of them have you know 15 20 plus year old systems that they are replacing with service now and a common threat a lot of them want to do is to to let's let's minimize how much stuff we're changing at one time so uh by doing that they want to just lift and shift everything so let's just take all the processes we've had in the old system and let's just shove them into service now not realizing service now is built on Modern processes and and the systems they're using are built on you know aric 20 plus year old processes so uh I would really encourage you guys and this is what I tell everyone in my opinion the number one most important factor to successful service implementation is organizational change management and that talks about dealing with how how you work with the various stakeholders whenever they have to change how they do their work so not only are they changing their tools but they're probably changing the processes so it's really important here that you establish a program of organizational change management to take you throughout whenever you start your uh deployment but also throughout the entire deployment um it's it's key it is number one factor that I've seen make or break uh successful deployments the other thing I would say and this is going to be something that keeps you guys kind of ever green is establishing a program of solid technical governance so establish your technical best practices establish governance boards to review changes and code that people are putting in to make sure that they're not violating them if you have ability to work with a service now on Health Scan sprit scan work with them on those if you don't know what those are you know we have more we can get you information on that but also you can there's something called instant scan and if you go Google that it's a pretty cool product where you can you can kind of put in ways to enforce your technical governance and then there are several third-party Solutions also to help with enforcing technical governance but with that starting with the end in mind it's a lot easier to to have a good stable platform if you start out with good practices in mind so uh a great example of one of those is making sure that your developers do not push code up that still has a lot of logging enabled so the logs in general information warning errors they all go to the same table and if you're generating 20 million log messages a day and most of those are just junk that people forgot to comment out you're not going to be able to find the actual real error messages easily so that's something that you want to start out at the beginning with a good healthy practice making sure that logging is minimal because you want to see the errors and if you're drowning in just plain old information messages you're not going to find the error so those are kind of my two soap box so soapbox items would be technical governance and ocm and I can agree more on the ocm because you know I what I see customers do a lot is they kind of go off in the the the dark behind the curtain and they develop the new process and everything and then they you know unveil it at user acceptance testing and at that point they find out all the people that they really should have talked to and all the things that they missed and so they think they're going to make things go faster by not having more people involved in the beginning but then it generally creates a problem right before go live and then also people are generally much more um resistant to a new platform or product if they haven't been involved in it in any way and they don't know what the what's in for them and I've seen you know that also cause problems and so my suggestion around that is to really whoever your biggest critic is of you going to service now engage them don't be afraid of them because they will give you spirous feedback for sure but they'll also give you really good feedback and you can potentially win that person over to be a champion and once that person's a champion and they're a vocal person I mean you you you you've just won the war right there right so for sure for sure I mean goes down to human nature right if someone tells you you have to do something you're going to instantly be in a negative mindset about that but if they bring you along with the journey you feel like you're part of it you're invested in the success of it then and whenever you think about your user experience if your user experience is poor on the system you're your users are never going to embrace it fully so user experience is is very key to that and part of that user experience is bringing especially your denters along with the journey yep yep um I do want to keep things but Chad or B if you have anything else you want to add here yeah I mean um I already tried to sorry get a lot of information here because we have a vest variety of colleagues internally have much experience so the data governance I want to empathize with the database footprint because what happens is especially auditing not taking care of your data really has a big issue afterwards because the in service now or most of tables have already auditing in place and sometimes it's too much not much you need so especially for the tables you use the most the processes take care of your auditing if you don't need it disable it because you most of the time you won't use them if you don't have a specific process or specific policies behind it or compliance reasons that's why it's very important to take care of it but our Junior set is Also regarding the user experience it all comes back to the platform out because the user experience not just what the user is seeing using it it's also the performance behind the all the aspects about it how it works for them how they um experience it at that moment that all comes to keep your platform healthy and stable so they can have the best experience not just from how it looks like and it's also coming back to the next experience and all the initiatives and in Innovation service now is doing to follow them up and take keep it up to date for your employees and or customers so that's also very important and of course I will mention it again and again about the core data and cation data cstm the best part of tsdm is why I love it so much is the best thing that could happen on the platform because embodies all the data especially the foundation one it has a rule everything needs to follow up with that so any new product or existing product needs to follow up with the csdm framework so it's very important if you set all everything correctly you will never have an issue in the future so and security of course and I think the only thing I'll add there is specifically around archivable and destruction of data by archive and Destroy rules um you know we we archive for performance and we destroy for database footprint and so I have a lot of customers who don't do this early on wait for the database to get huge and then they try to implement this and it's it's very problematic and very challenging so have this conversation early um and rely on your data retention policies and the definitions of what you know should be destroyed in at what time right use use the policies themselves to kind of drive this conversation and um don't just make a lot of assumptions uh and keep in mind there are other systems that may have this data so that doesn't necessarily mean it has to stay inside of service now if you have a data Lake where all this data is being retained and that you know complies with you know your your governance policies or your data retention policies you can probably be more aggressive on destroying that data in service now to to reduce your footprint your overall cost footprint rate so you know again we we archive in order to ensure performance of the the primary tables where people are operating the process and we destroy to U the footprint and keeping that kind of line of demarcation if you will between those two use cases is really important but what I find is a lot of customers will archi but they never destroy and before they know it you know their database is you know 10 20 terabytes in size yeah yeah all right um I want to leave some time for the questions so I want to move on here and I'll just breathe through the governance section here pretty quickly you know we've talked a lot about governance already but you know basically it's the framework that you can put in place that gives the guard reels you need to manage risk resources and your strategy and alignment and those sort of things um that's a technical you know a formal definition here um in the perfect world you might have you know like a steering board that is setting the strategy for service now and then a separate technical board that is managing the technical aspects of some of which we've talked about earlier and then you would have a demand board that would manage you know what people want to do in the platform and where you're going to go next um but for most customers this is way too much to start with out of the gate um and so um I offer up a crawl walk run approach for this and so the first thing you really need to nail and I think the experts uh here on the line of me this really clear is to get your technical governance ducks in a row and make sure that you have that managed from the getco because this is one of the if you if you don't this is one of the hardest things to walk back and fix later and then have a sponsor that supports you with everything that you need to do here to to keep that technical governance in place and then you can start to think about more about how you're going to set your strategy for service now within your it organization um you know because you know obviously it we typically think about what's happening in it and how we are going to make um those functionalities better but then you also have to at some point move up to the next level which is embedding service now in your company strategy overall because we're not just an itm platform anymore we have many many products and applic that can help you manage other parts of your business and because you have this platform and the single database for it um you want to leverage that and and build that into your company strategy um so just a few more things about governance and we'll get to the Q&A um you know what does governance do it you know identifies the things that you need to manage particularly things like budget and risk um which sometimes you know people think about too a little too late after the fact um and then also it gives you a way to manage those items you know allocate those resources set up those project plans um and most importantly you know manage your risk um so before we get to the Q&A let's just take another quick PLL here you know with the information that we've provided now um where do you feel like your confidence level sits at this point as compared to the beginning of the webinar and oh goody look at that we've got a lot more coming in on confident than we did um we don't have any very confidence left which let's keep it that way fingers crossed um it's great to see these uh responses coming in here fast and furious and to see that many many of you are feeling confident now um so hopefully we've decoded some of the Mysteries around setting up uh service now for the first time and it looks like the poll is kind of slowed down here so we'll go ahead and exit that and we'll move into our recap slide here which this is basically a takeaway slide for you that um kind of gives you an emphasis on the things the main ideas that we really wanted to get across today um don't miss uh additional webinars coming up next month in April we'll be having cmdb tips and tricks and we will be talking about the csdm so go ahead and grab this QR code or go out to the community uh under events and look up live on service now events and you will find this in the new customer onboarding section um as promised we have some links here to some resources that we hope you will find useful after the webinar as well as a diagram on the csdm that b to provided that hopefully will help answer maybe some of those questions that folks were having around the csdm so want to thank you all very much for attending there will be a survey that goes out after the end of this webinar and we really hope that you will fill that out and help us to make these webinars better and make sure that we're bringing you the information that you need to um be successful on the service now platform and there is a YouTube channel where our previous webinars are available on demand you can also find that on the community on the events area and so thank you very much for attending and wish you all a very great rest of the day thanks for coming